Loads of problems with PaperCut

[AlexB]

We've been having a really strange issue lately that has been stopping users printing and nothing has been showing in the server logs for papercut. It may have nothing to do with your issue, but I thought I'd mention it to be checked.

 

We were using HP universal 5.6.5 PCL5 driver, but when users clicked the printer properties while printing (not from printers and devices) they only got 2 tabs, none of the expected 7 or so tabs. When a user only got 2 tabs nothing ever seemed to "arrive" at the server and the client displayed nothing (no failure or success messages). I updated to 5.9.0 and the problems seems to have gone away and we have all the tabs in the print properties again.

 

Like I said, probably not related, but worth a check...

 

Forgot to say, we had been using 5.6.5 for over a year without issue, but since September it has started having issues...

[fiza]

We use HP 5.6.5 PCL5 but never had this issue so far.

[localzuk]

Nothing about any jobs just tells me that users have logged in ??

 

You have to look under the user or printer, and there is a tab for a list of their jobs.

[abillybob]

You have to look under the user or printer, and there is a tab for a list of their jobs.

 

Ah! Found it they all say printed but they weren't not only that but PaperCut see's one of our printers having a Paper Jam and this isn't the case when I checked the printer there was nothing wrong with it!?

[Dkeen94]

Are there restrictions that on printers or accounts? I know it would normally show up in the logs but double check!

 

EDIT: Are the printer enabled? Do you have the "Hold/Release Queue" option enabled on the printer?

Edited October 1, 2014 by Dkeen94

[abillybob]

No restrictions on staff accounts, yes printers are enables and yes we have enabled the hold/release queue

[Dkeen94]

No restrictions on staff accounts, yes printers are enables and yes we have enabled the hold/release queue

 

I am guessing you are releasing all of the jobs then from the print release station?

[Jamman960]

Just to clarify - Is this Papercut NG we're talking about? as far as I remember NG only comes with 1 release station licence, maybe the trial is different though.

 

How is it all setup? ie do you have pc's acting as release stations next to the machines? & if so is it possible that the release stations are releasing to the wrong printer

[round2it]

Ok this sounds like an issue we are having

 

When the teacher prints the account pop up selection box does not appear and when you goto the properties of the printer you appear to have a cut down version of the driver

 

if you look on the server you will find the documents waiting but not paused

 

the only way i can fix this is by having a startup script that stops the spooler and deletes the printer drivers and then the gpo re adds them

if you want a copy of the script just let me know

are these toshiba copiers by any chance

[abillybob]

I am guessing you are releasing all of the jobs then from the print release station?

 

Yup and the MDF machine.

[localzuk]

Yup and the MDF machine.

 

Are you using Papercut MF or NG?

[abillybob]

We're using NG.

[localzuk]

NG doesn't support "copier" release stations. They are licensed separately using MF. There is a specific piece of software you have to install on the copier itself to do the job. That is, unless, you have a PC to use as a release station sat next to the MFD doing the job instead - but then, it doesn't record any of the "on machine" activities such as copying.

[abillybob]

Oh we must have the MF then because the copier is the release station if you get what I'm going on about.... Sorry very new to PaperCut!

[Big_Ted]

Hi,

 

I am happy to try and help. Could you go to the about tab and confirm version and build please.

Could you also outline for me your print workflow (eg - how do people print, what happens and how do they get at the bit of paper at the end of that process)

You mentioned "I seem to be having a major problem since this was installed where people will print, go to the printer, confirm their print and nothing will come out."

How do they release that print job?

Is the job that didnt come out logged as printed within papercut?

can you reproduce this on demand?

[Gadget6660]

I have exactly the same issue at one of my clients. They print to a follow me queue, go to the machine and release their jobs, some just vanish, others print. Nothing in Papercut logs or the copier for the jobs that vanish. Any one with any idea would be great. They reprint the job to the same queue and it prints but being a big school are getting a bit fed up now. Regarding your trial license expired, try reinstalling over the top of current install, heard it will give another 40 days

 

- - - Updated - - -

 

Things have improved a heck of a lot since then. We're running 14.2 here!

 

14.3 now, much better

[Big_Ted]

If there is nothing in the logs then papercut wasnt aware of the job. If papercut was not aware of the job then it wouldnt show up for release so that is odd. If its in a release UI then papercut has grabbed hold of it and taken it under its wing. It can be deleted or printed and the logs would show why.

I would enable debug in papercut (in the app and print provider) leave debug on - wait for it to happen a few times and record dates/times/users/doc names it happened with and email papercut.

I would also look at the event logs on the server (you may have to switch on event logging of print jobs) and follow the print job in the event log to see what happens from an OS PoV

The issue you mention could be a driver issue - some drivers require authentication to be switched off. Might be a setting on a device, could also be misconfiguration.

[gwendes]

They print to a follow me queue, go to the machine and release their jobs, some just vanish, others print. Nothing in Papercut logs or the copier for the jobs that vanish.

 

Did you get to the bottom of this? We're having the same problem, exactly as you describe. Users are generating about three faults logs a day for this - most users print absolutely normally most of the time - can't seem to find a pattern!

 

All the affected devices are Konica Minolta bizhub C654e but these are the only release stations.

Edited November 27, 2014 by gwendes

[Big_Ted]

One thing to confirm is that the Printer driver and Copier are not trying to authenticate the print job. For a Konica...

 

Enabling Unauthenticated Printing

When PaperCut is monitoring print queues it has control of what print jobs are allowed to print. If PaperCut allows a job to print, we do not want the Konica Minolta device to deny the print job, or track printing twice (duplicate charging). This requires that the print authentication is disabled in the printer driver and on the device as described below.

Set up a print queue for the Konica MFD on the print server using Konica’s print drivers. The driver has to be configured to allow unauthenticated printing. For Windows, right-click the corresponding printer icon in the Printers section of Windows Control Panel and select “Properties”. Select the “Configure” tab and:

• Click “Acquire Settings”. Make sure the “Auto” check box is not selected. Click OK.

o NOTE: On some newer models, the “Auto” check box can only be unchecked and saved if the IP address and device administrator password are entered, because the setting is saved on the copier.

• At the top right of the “Configure” tab, in the Device Options list, scroll down to “User Authentication” and select “Disable”.

 

• Close the Properties window by clicking OK.

For other operating systems, please consult your Konica documentation.

NOTE: If you are using a virtual queue for load balancing/”find me” printing, apply that same setting to the virtual queue, too.

In addition, a corresponding device option has to be set on the device, either on the device screen or in the device web interface. Some devices may not offer the option to configure at the device or in the web interface. For configuration at the device screen:

• Press the “Utility/Counter” button.

• Select “Administrator Settings”. Enter your administrator password and press OK. (The default administrator password on Konica devices is “12345678”.)

• Select “User Authentication/Account Track”.

• Select “Print without Authentication”.

• Select “Allow”.

• Select “OK”.

For configuration via the web interface:

• Open the device’s IP address or hostname in a web browser.

• Log in as the Administrator.

• Select Security -> Authentication -> General Settings.

• Set “Public Access” to “Restrict”.

• Set “Print without Authentication” to “Allow”.

• Select “Apply”.

 

Please let me know how you go.