Papercut not authenticating

[kidpressingbuttons]

Hi,

 

Currently having issues with papercut on 3 of my staff members and their machines, out of no where papercut will refuse to authenticate any print jobs. It only affects certain users logged on, not all of them.

As staff members share machines this can mean that one member of staff can print, yet others cant! The staff member affected can go to another machines and be able to print no problem!

I have been in contact with Papercut and even they have no idea...

Does anyone else have experience with this?

 

Thank you (in advance)!

[exaei]

Hey there!

 

Sorry to hear you didn't have any luck with the tech you talked with - let's get this sorted out!

 

Does it only let the users print a certain amount, or is it a random number of times when this happens? Also, the prompts those users are getting, can you screenshot what the popup looks like? I'm guessing they are asked for a username and password each time they print, but I want to be sure.

 

When these users are getting the problem, do you see their print job being held in the print queue on the print server? It'd be interesting to see if the jobs are even reaching the server or not. Another good place to check is the App Log section in the PaperCut admin console, or the Real-time activity section on the Dashboard - these two places give a fair amount of information for things like authentication failures and descriptions on why jobs might be being held.

 

If all is well at this point, I wonder if the User Client they use to authenticate has stopped responding. Does it seem to be ending or freezing at all during these outages? Event viewer might have some information there when this happens next. Another thing you could try is force quitting the process and re-opening the application. While that's not a fix, it's a good way to see whether or not the clients having a bit of a moment.

 

Hopefully some of this helps! Happy to help further if you run into any walls

[kidpressingbuttons]

Hi there, firstly thank you for taking the time to reply!

 

when the print job is sent, it does not appear in the print que and papercut refuse to open to authenticate the print job, we get no pop up or any error messages.

it is as if the jobs are not even reaching the print server.

it is installed on the machine and is running but just doesn't seem to notice when a print job is sent and just sits there doing nothing.

Just tried to end the process and it did not make any difference when it started again.

 

Thank you

[Big_Ted]

The issue seems to be user related not computer from what you said. I assume if you take 1 of the staff members having issues and log them onto any PC then papercut wont track the job?

 

One important question is..What happens to the print job? does it come out at all or is it deleted?

I would review each option on this KB PaperCut KB | Print Jobs Not Being Tracked by PaperCut it may help you find out where the issue is.

from what you say papercut is not aware of the print job, if thats the case then papercut cant popup to let you do anything with it. Why that is i am unsure but the above KB will help.

 

Also what is the support ticket ID from papercut? i can chase this up.