Strange papercut issue

[andyturpie]

Morning all,

 

We have a relatively new install of Konica Minolta devices with papercut/follow me embedded keypads. Every so often a user will get a message up when trying to perform a copy job "Insufficient funds to complete job". Even though their balance is very healthy indeed. This over time will usually disappear, but I have still to unearth what causes this and if there is a quick way to resolve or a work around as in true teacher style they are copying for the imminent lesson. This is copy jobs only and print jobs are released with no issues.

 

Has anyone else had this issue or are experiencing it currently?

 

We never had this issue when we have our old Kyocera/Taskalfa fleet...

 

TIA

 

Andy T

[Jawloms]

I don't think it will be this, but the only thing I can think of is that they are trying to copy something which will cost them 50p, and they are only allowed to do jobs which cost 30p or less or something?

[andyturpie]

I don't think it will be this, but the only thing I can think of is that they are trying to copy something which will cost them 50p, and they are only allowed to do jobs which cost 30p or less or something?

 

Good shout, but we never set up any restrictions per say. Will check just in case - however we are talking users with £200 to £400 worth of balance....

[andyturpie]

PS updated print server from papercut 16.3 to 16.4 yesterday and problem still exists!

[Jawloms]

however we are talking users with £200 to £400 worth of balance....

 

This is irrelevant if there is a limit per print job in place. If our kids have £1 of credit and try to print something which costs 50p, they can't as they can only print 30p at a time so they have to break it in to two print jobs.

[Big_Ted]

Hi Andy,

 

Are the users trying to login to more than one device at a time? or perhaps have recently logged into another device and did not log out?

The issue you describe could be down to escrow.

 

If possible I would:

 

1. enable debug as per: PaperCut KB | How to Enable Debug in the Application Server

2. once enabled try and recreate the problem or wait for it to be reported again

3. once the issue has happened record the following:

date

time

username of the user that got the message

device name and IP of where it happened

 

 

then collect the logs (instructions in the KB) and throw it in an email over to [email protected]

I would also include some details about your install (papercut version, server spec, support ID)

 

Hope you get it fixed soon

[JonR]

On our system (papercut and Toshiba copiers) users have to select which account they want to charge the copying too even if the have only one account.

[andyturpie]

This is irrelevant if there is a limit per print job in place. If our kids have £1 of credit and try to print something which costs 50p, they can't as they can only print 30p at a time so they have to break it in to two print jobs.

 

Hi can you point me in the direction of where these settings are to impose the 30p restriction. I have hunted high and low, I do vaguely remember seeing them in our old version of papercut though?

[andyturpie]

The actual ball ache is that with the Konica Minolta touch pads, there is no difference in background/font colour between error messages that the print would throw up, or papercut - our Kyocera had a lovely white and green overlay in which in made it simple to identify issues -meh!

[Jawloms]

Hi can you point me in the direction of where these settings are to impose the 30p restriction. I have hunted high and low, I do vaguely remember seeing them in our old version of papercut though?

 

It's done individually on each printer, on the "Filters & Restrictions" tab. There's a section called "Maximum cost".

[andyturpie]

It's done individually on each printer, on the "Filters & Restrictions" tab. There's a section called "Maximum cost".

 

Ahh found it, boxes are unchecked. However, this issue pertains to printing only, the issue we have is only with copy jobs for some bizarre reason