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When i try to print it says cgpdftoraster quit unexpectely,

Customer Question
When i try to...

When i try to print it says cgpdftoraster quit unexpectely

Technician's Assistant: What's the make/model number of your printer? How old is it?

Brother9970CDW around 5 years old

Technician's Assistant: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?

Mac OSx el capitan 10.11.6

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

Just now. I have been printing all morning

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

No thank you.

Submitted: 11 months ago.Category: Printers
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Answered in 3 minutes by:
9/14/2017
Technician: Kamil Anwar, Technician replied 11 months ago
Kamil Anwar
Kamil Anwar, Technician
Category: Printers
Satisfied Customers: 7,057
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified

Hello & Welcome to JustAnswer.

Thank you for your question. I will do my best to assist you.

May i connect with you remotely to troubleshoot the issue directly? Thanks

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Customer reply replied 11 months ago
just a minute please
Customer reply replied 11 months ago
I dont want you connecting to my computer, can you tell me what i need to do.
Technician: Kamil Anwar, Technician replied 11 months ago

Are you trying to print a PDF file?

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Technician: Kamil Anwar, Technician replied 11 months ago

Have you updated the drivers?

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Customer reply replied 11 months ago
There is a software update avaliable. Do you think that is the problem?
Technician: Kamil Anwar, Technician replied 11 months ago

Is it an update for operating system or your printer software?

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Customer reply replied 11 months ago
operating system
Customer reply replied 11 months ago
I'm using a MacBook Pro, OSX El Capitan 10.11.6
Technician: Kamil Anwar, Technician replied 11 months ago

http://support.brother.com/g/b/downloadtop.aspx?c=us_ot&lang=en&prod=mfc9970cdw_all

Follow the link and update the printer driver for your current version of MAC OS.

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Customer reply replied 11 months ago
Thank you so much!
Technician: Kamil Anwar, Technician replied 11 months ago

You're Welcome. And if you can take a second to rate my service by clicking the star icon that will be greatly appreciated.

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Customer reply replied 11 months ago
It's still not working. Still says "filter failed".
Technician: Kamil Anwar, Technician replied 11 months ago

Have you downloaded the new driver and installed it?

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Customer reply replied 11 months ago
For the printer?
Technician: Kamil Anwar, Technician replied 11 months ago

Yes

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Customer reply replied 11 months ago
I did
Technician: Kamil Anwar, Technician replied 11 months ago

It is happening due to the driver not compatible with the OS Version. Follow the steps i am sending you to print the PDF file.

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Technician: Kamil Anwar, Technician replied 11 months ago
  1. Select the paper size , In the Print Dialog, from the [PDF] pull-down menu, select [Open PDF in Preview].
  2. The OS Preview application will start. Select [File] > [Save...].
  3. In the Format box, select [TIFF] In the Resolution box, enter “600” and select [pixels/inch] Select [Save].
  4. Select [File] > [Export...].
  5. In the Format box, select [TIFF], Deselect [Alpha] , Select [Save].
  6. Select [File] > [Print...].In the Print Dialog, select the same paper size as that you selected in step 1, then perform print settings in the printer driver.
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Customer reply replied 11 months ago
Preview quit unexpectedly several times
Technician: Kamil Anwar, Technician replied 11 months ago

Update your operating system.

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Technician: Kamil Anwar, Technician replied 11 months ago

Your payment for the remote service has failed.
Please contact customer service on***@******.*** or
call them on +1(###) ###-####to clarify the payment issue.

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Kamil Anwar
Kamil Anwar
Kamil Anwar, Technician
Category: Printers
Satisfied Customers: 7,057
7,057 Satisfied Customers
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.

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