Not able to print from Google Docs

Hey ReeceK,

our MDM provider is currently looking into it. I still wait for a final result if it'S really on their end or if i need to reach out to you again 😉

Just a short information, our MDM vendor thinks its an issue on their side after some tests, so still ongoing.

No, as there is still investigation ongoing. Normally they announce at some point that the next update (of the agent or MDM itself) will solve the issue.

Hey ReeceK,

i think i need to clarify something as I did some further testing after some hints from our MDM support:

1. I figured out that my document (on the private device) got somehow (I never did “confirmed” that) transformed into a Google Docs document, so that’s the reason I was able to print from here.
1. I copied the docx file created for my test device to my private one: I am not able to print it (it's in compatibility mode, why?)
2. Created a new file in Micosoft 365 app on both devise: not able to print it via Google docs (it's in compatibility mode, why?)
2. I also noticed that I have more possibilitys on my private device:
   1. I was able to choose on that Google docs docx file to save it as word docx file (i don't have this option on the managed device, why?)

1.     No option for that on the managed device, no Google drive app on both devices!

1. Then I get again the docx tag on the top and I still can print it

So, finally it seems to make a difference in Google Docs to have a device with a “normal” Google account on it and one without. 

As we don't have regular Google accounts and only the ones for providing the apps on the managed devices, i see the issue again on Google side as Sheets and Presentations don't show this issue.

ReeceK I unmarked my prior post from being a solution as it's not.

The issue more likely seem to be that sheets and presentations allow to print xlsx and pptx files created by Microsoft Office but docs doesn't allow it for docx created by Microsoft office.

So in my opinion this is an app issue (somehow) independent from managing a device even i have more possibilitys inside the app if it's unmanaged.

So, my request is more: Get it fixed, that i can print docx documents from Google docs which are originally from Microsoft Office and not transformed into a Google docs (or even back) which is the case for the other 2 mentioned Google apps.

No, i just created a docx file with Microsoft Office (no matter if the app of Windows program is used), having only a text content "Test bla" (yes i know very creative 🤣) and copied to the device and opened with Google docs.

I tried on some devices and also our MDM support did.

They recorded a video trying to open such file on a private (and unmanaged) device of them as well: Example behavior (Zebra TC26 running with latest OEM version, Android 13)

My device is a Samsung A34 EE with Android 14 and our test devices are most likely Nokia 5.3 with Android 13.

I don't know if that would make a difference on the managing device but as we do not allow to add any other accounts on the managed devices, i can't check.

I can just say that i have more possibilitys on the private device.

1. The document opened on my private device:

2. The Office compatibility mode shown in Google docs

3. There i have (only on my private device) following additional option (save as) which lets me save the file as a Google Docs file (not available for the managed devcies, so from here on only private device!):

4. The Google Docs file now provides the possibility to print annd even more like "save as":

5.If i save that Google Docs file now as a word file i get following prompt which i now agree to:

6. Now the file is a docx file (again) but if i now go to share & exprt i have the same options like in (4) which means able to print and so on.

Again: In sheets and presentations i don't need to do any of these steps. just can print the xlsx and pptx files created by Microsoft on my private and on the managed device as well.

ReeceK Yes, but we all agree here that this is an app issue not an issue related to the MDM, so we need Google to investigate that.

Regarding the request of "my team" it doesn't make sense (my team is 2 people :P) but the users using our managed devices are reporting this a lot (we speak about thousands of devices).

Hi ReeceK,

so you have created a test file (docx) with Microsoft Office, copied to the device (if not created with their app) and opened with Google docs and able to print without doing any additional action/transformation of the file?

As said, this issue is only on docs and anyone here i spoke to (i aksed some other collegues to do it the same way (on their private devices!) i already provided) can replicate it instantly.

I don't see why our MDM should raise a ticket as i can replicate the issue on my private mobile (as my screenshots above show)!?

Just to add another example. This is taken right now from my private device (only available for 2 days):

https://streamable.com/9j4u9c 

Just came across this post, and here's more food for thought fwiw...

All our field guys on android have this same problem.  After lengthy troubleshooting, the Google Team confirmed the issue is with Docs security rights on a local device, and that we'd have to wait until the next update before it would be resolved. Sounded good, but unfortunately that was 5 years ago, and the exact same problem still persists even after many OS and Docs version upgrades. We tried again during Covid, but had less success with Google help. We ultimately resolved it with a rather inefficient solution... that is, we must move the file off the local device to a google drive... then the print shows up and works fine. Our problem is that our workflow includes printer, cell phone and Docs out in the field and 50% of the time without internet, which makes this solution a 50% fail. I posted this info because this issue is definitely major and it seems overlooked for some reason, so hopefully more investigation and a more efficient resolution will occur.

Thanks for posting this here and also verifying from someone else 😉
And yes if you transfer the file to google drive it will be transferred into a Google docs document which works to print (as i stated here in the psot as well) but is not an option if you have thousands devie enrolled NOT using a real Google account.