Answered: Cannot e-mail client copy of tax return. Get error "user canceled print request".

Karen4120 · ‎12-06-2019

I am unable to e-mail PDFS to clients in ProSeries 2018. It never processes the return, I immediately get "user canceled print request". I disabled popup blocker and still it will not process. Other users in my office are having the same problem.

I am able to e-mail PDFS perfectly in ProSeries 2017. There seems to be a problem with this year's release. Will this be fixed soon?

Thanks for any help.

Karen

John_A · ‎12-06-2019

It looks like the "user canceled print" message may be triggered when the PDF cannot be created at the specified location.

In ProSeries go to Print and click the "Printer, PDF, and DMS Setup" button. Look at the "PDF Files" section of the setup window (top right) and review the "path" specified right above the Browse button. You may find something unusual with this path statement, like a drive that no longer exists, extra slash, a folder that has been deleted, etc. If the path points to a location that does not exist, this will be the problem.

To resolve the problem, click the Browse button and navigate to the folder that will store PDF files when they are created (the destination). When ProSeries is not installed on a network, this location is usually C:\ProPDF\TY2018, but you can specify any folder you want. After navigating to your preferred destination, click OK to save the change and close the Browse window.

Now try emailing a password protected PDF to see if the error is resolved.

View solution in original post

John_A · ‎12-06-2019

It looks like the "user canceled print" message may be triggered when the PDF cannot be created at the specified location.

In ProSeries go to Print and click the "Printer, PDF, and DMS Setup" button. Look at the "PDF Files" section of the setup window (top right) and review the "path" specified right above the Browse button. You may find something unusual with this path statement, like a drive that no longer exists, extra slash, a folder that has been deleted, etc. If the path points to a location that does not exist, this will be the problem.

To resolve the problem, click the Browse button and navigate to the folder that will store PDF files when they are created (the destination). When ProSeries is not installed on a network, this location is usually C:\ProPDF\TY2018, but you can specify any folder you want. After navigating to your preferred destination, click OK to save the change and close the Browse window.

Now try emailing a password protected PDF to see if the error is resolved.

Karen4120 · ‎12-06-2019

Thank you John! This worked!

IntuitCharlene · ‎12-06-2019

We are currently looking into an issue regarding this error message. It seems to be another version of the error we are seeing in this article:

https://accountants-community.intuit.com/articles/1799314-inv-25642-crashing-or-error-message-while-...

If you click on the link there are some workarounds to try and you can sign up for an email notification when we have more information on how to resolve.

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Karen4120 · ‎12-06-2019

Just checked my system and I am running 64 bit

Cannot e-mail client copy of tax return. Get error "user canceled print request".

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