Author: Bob Lin

Situation: When the user tries to print a document to PDF using Microsoft Print to PDF or Adobe PDF, the printing file format is PRT instead of PDF.

Troubleshooting: we may need to re-install them. Here are how.

Reinstall Microsoft Print to PDF using “Windows Features”

• Right-click Start, and click Run
• In the Run dialog, type optionalfeatures.exe and click OK.

• In the Windows Features dialog, uncheck Microsoft Print to PDF and click OK.
• Reopen the Windows Features dialog. This time, enable the Microsoft Print to PDF checkbox and click OK.

How to Reinstall PDF Maker

• Close any open programs. This includes programs that may be running in your taskbar.
• Start Adobe Acrobat by double-clicking the icon on your desktop or choosing it from…
• Click “Help” and select “Detect And Repair.” Follow the instructions on your screen…
• Reboot your computer after reinstallation is complete.

Situation: the user can’t send a printing job with an access denied message.

Troubleshooting: When we try to access the printer server, it popup for credentials.

Resolution: restart the computer or re-login the domain.

Situation: The administrator has assign Full access permissions to userA accessing another userB’s mailbox. The userA can see the userB’s mailbox in her Outlook, but she gets access denied when she double click on it.

Troubleshooting: Restart the Outlook.

Situation: The user can’t connect his wifi at home.

Troubleshooting: 1. Assuming password is correct, check the WiFi router for Device manager and make sure the device is not blocked. This is an example screenshot.

2. Try to install latest WiFi driver.

3. Make sure the computer doesn’t have Windows update holding. If so, install it first.

4. Reset the wifi router by turn off the power and turn it on.

Situation: The user can make call using her Shoretel/Mitel softPhone. However, she can’t hear other site.

Troubleshooting: 1. If she has Bluetooth headset, make sure ther are no mutiple connection, for example, PC, laptop and phone all connecting to the same Bluetooth.

2. Go to Sound Settings, make sure the correct output and input are selected.

Situation: The user has Microsoft Surface and would like to install Palo Alto VPN/GobalProect VPN on it. However, it goes to Microsoft store to download the app that doesn’t work.

Troubleshooting: you need to switch Windows S mode to regular Windows OS. Please refer to this post for more details.

What’s Windows 10 in S mode and how to switch out of S mode?

Situation: The user tries to download a PDF file from a website, she gets this message:

Please wait …

If this message is not eventually replaced by the proper contents of the document, your PDF viewer may not be able to display this type of document.

You can upgrade to the latest version of Adobe Reader for Windows®, Mac, or Linux® by visiting http://www.adobe.com/products/acrobat/readstep2.html. For more assistance with Adobe Reader visit http://www.adobe.com/support/products/ acrreader.html.

Resolution: you are most likely trying to open a Dynamic XFA (XML Form Architecture) PDF. To view such pdf documents, download it to your local computer and then open it.

for example, right click on the PDF document. Select Save target as. Then open it from the location you saved it.

Situation: The client tries to access his server using RDP. It is denied with a protocol error.

Troubleshooting: he can ping the server. Possible reasons: 1. The server is rebooting.

2. The server is installing a windows update.

3. Make sure the server time is correct.

If it is possible, login the server from the console or iLO, iDRAC.

Situation: The user has a Shoretel/Mitel phone. The Shoretel/Mitel Connect shows this error: Unable to acquire media input.

Troubleshooting: Make sure the computer sound works.

Please view this step by step video:

Unable to acquire media

Situation: The client has a duplicated PTR records and can’t delete them.

Troubleshooting: We recommand them to use powershell or CND command. Here is the example

dnscmd DNSServerIP /RecordDelete Reverse Lookup Zone X.X.X PTR

In our example, DNSServerIP = 10.0.0.84, Reverse Lookup Zone = 10.in-addr.arpa, x.x.x = 126.0.0 (the host IP is 10.0.0.126)

dnscmd 10.0.0.84 /RecordDelete 10.in-addr.arpa 126.0.0 PTR