Papercut - losing jobs

[ReadTheNetwork]

Hi all,

 

Has anyone had an issue with Papercut deleting print jobs on the printing device?

 

Scenario:

Using Papercut's Follow me virtual print queue...

User 1 prints documents to printer A. Walks over to printer 1 then presses the print all button (or individual documents), the document doesn't print but is removed from the print queue.

User 2 prints documents to printer A. Walks over to printer 1 then presses the print all button (or individual documents). Works fine, prints the document.

User 1 prints documents to printer B. Walks over to printer B then presses the print all button (or individual documents). Works fine, prints the document.

 

Not sure why this affects a couple of users. Currently using 17.4

 

any quick suggestions?

 

Thanks,

Edited January 26, 2018 by ReadTheNetwork

[robsonma]

Yes I have had this on 17.4 a re-boot of the copier fixed it for us.

[ITGURU]

Occurs here, i thought it was a photocopier issue rather than papercut but yes, get called when documents are released but not printed, but then they come and say will i still be charged as papercut things it's been printed.

Papercut and all our copiers are on latest versions of software/firmware, only solution is to restart the copier.

[psydii]

Yes we are seeing this, has gotten worse over the last few updates.

 

What photocopiers are people using?

[kidpressingbuttons]

Having exactly the same. Kyocera mfds here.

[gaz350b]

Same Kyocera here. We actauallu have someone who ensure they are all filled up each day and he also restarts them to reduce the chances of his happening.

[ADMaster]

I've seen this mostly after a MFD install / upgrade or driver upgrade. We use Konica and there is a setting in the driver for authentication. If it is not set properly the job will try to authenticate against the machine and not papercut. Papercut thinks it printed, but the machine rejects it.

 

This effects all users of that queue and not just a few. In your case, is it the same document that works on printer B, if not it could just be that document.

 

Log into the mfd and look at its job history, any errors reported there?

[johnpd]

I’m about to upgrade our mf to 17.4 from 17.2 .. Konica here. Sounds like I might wait

[MatthewL]

I presume your virtual queues are set to be release jobs on these machines? Have you open the output queue and monitor the job as it passes through?

[kidpressingbuttons]

It works perfectly sometimes. If the config was wrong it would never work which is what is so infuriating!!!

[victory2015]

i have a slightly differnent problem, occasionally when a user releases a print job the mfd will just keep printing said document until it runs out of paper!!!! not good when it holds 5000!

[Big_Ted]

for user 1, does papercut charge for the job? what does the devices own web UI say happened to the job?

Does this happen to more than one user

Does this happen to more than one device?

Does it happen to a particular file type?

Is the advanced printing feature option the same for virtual queue and target queue?

enable event viewer logging of print jobs on the server and see what the OS thinks happened to it.

[gaz350b]

I've seen this usually when printing PDF's from EDGE

[Big_Ted]

I've seen this usually when printing PDF's from EDGE

 

is Render print jobs on client computers enabled on the queue? if not, give it a whirl.

[ReadTheNetwork]

Apologies, for the delay busy week:

for user 1, does papercut charge for the job? what does the devices own web UI say happened to the job?

Says cancelled and been refunded

 

Does this happen to more than one user

Two people reported this issue on this MFD

 

Does this happen to more than one device?

Not that I'm aware of

 

Does it happen to a particular file type?

Any document (word, excel are the two types tested)

 

Is the advanced printing feature option the same for virtual queue and target queue?

Yes

[Big_Ted]

Do you have hardware checking enabled for that printer?

I would enable debug on the print provider (and main app server, it won't hurt) and keep it running and ask anyone with the issue to report it. Once done send over logs and details of the print job to support.

[Big_Ted]

oh and what did the event viewer have to say about the job?

[psydii]

Do you have hardware checking enabled for that printer?

I would enable debug on the print provider (and main app server, it won't hurt) and keep it running and ask anyone with the issue to report it. Once done send over logs and details of the print job to support.

 

Been a while since I've had to go diving into print server troubleshooting... can you expand on the steps required to do the above?

[Big_Ted]

get the jobs in event viewer - that should help show what the OS does with the job

https://www.papercut.com/kb/Main/LogPrintJobsInEventViewer/

 

To get a better view of what is happening in the background in papercut you would need to enable debugging in two places and to send support log files (and context)

 

The two places are the PaperCut Application Server and PaperCut Print Provider.

 

http://www.papercut.com/kb/Main/HowToEnableDebugInNG

http://www.papercut.com/kb/Main/HowToEnableDebugInThePrintProvider

 

Once you have enabled debug in these two places either reproduce the error (if possible) or wait until the error reproduces it itself.

 

If you are running PaperCut version 13.2 or newer you can obtain the log files from the Options -> Advanced tab by clicking on "Download diagnostic files and send to support." If you have a "Secondary Server", you will need to quickly grab the PaperCut Print Provider logs from that server as discussed in the KB article.

 

If you are running PaperCut version 13.1 or older, zip and email the logs from the KB article above. Namely [app-path]\server\logs*.* and [app-path]\providers\print[os]\print-provider.log.*

 

Support will also need the following information:

 

Date and time of print

Name of the user

Name of the print job

Name/IP of the printer