PaperCut 18.2 - Copiers printing colour but charging for greyscale

[DeGrimmy]

Hi all,

 

We had some new Canon iR-ADV C7570 copiers installed over the summer holidays, and it's just been pointed out to us by staff that when they go to print multiple colour copies of a document, PaperCut suggests the job is greyscale and charges the greyscale cost, but prints out correctly in colour. This doesn't happen if they print a single colour copy, which is the weird part.

 

We've taken a look at PaperCut when trying to print multiple colour copies to other printers, and they all have been charged correctly. This issue is also affecting our primary school on a completely separate site/network with the same copiers. Has anyone else with these copiers noticed the same, and have you been able to fix it?

 

Thanks in advance!

[timbo343]

I couldn't believe someone else has the same issue.

 

We have just had the same however we have pinned it down to Adobe Acrobat Pro v9. If we open a pdf in Adobe Reader DC and print to our print queues, the pages are recognised correctly. If we open pdfs in Adobe Arcobat Pro 9, then only half the pages are detected as colour and charged at GreyScale rates but the document prints as it should.

 

We have in formed Arena who we have the contract with to see what they suggest.

[DeGrimmy]

I couldn't believe someone else has the same issue.

 

We have just had the same however we have pinned it down to Adobe Acrobat Pro v9. If we open a pdf in Adobe Reader DC and print to our print queues, the pages are recognised correctly. If we open pdfs in Adobe Arcobat Pro 9, then only half the pages are detected as colour and charged at GreyScale rates but the document prints as it should.

 

We have in formed Arena who we have the contract with to see what they suggest.

Ah, that's really weird. I've just tested Adobe Reader DC, Adobe Acrobat Pro 9.5 and Microsoft Word and we have the same issue across the board!

 

We've also raised a ticket with support. I suppose we'll have to wait to see if they come up with anything...

[timbo343]

Would be interesting to know what it is. I do think it's a papercut issue more than a device issue.

[FN-GM]

It might be a papercut issue. I read the release notes recently and there have been a few fixes in regards to charging wrong for colour and B&W.

[MatthewL]

On your printer in PaperCut what have you got the colour detection mode set to?

 

1. This is a grayscale printer (disable color detection and charge all jobs as grayscale)

2. This is a color printer (use standard detection)

3. This is a color printer (use page-level detection)

 

It wants to be set to page level detection if it isn't.

[DeGrimmy]

On your printer in PaperCut what have you got the colour detection mode set to?

 

1. This is a grayscale printer (disable color detection and charge all jobs as grayscale)

2. This is a color printer (use standard detection)

3. This is a color printer (use page-level detection)

 

It wants to be set to page level detection if it isn't.

We've already got it set to page-level detection, unfortunately. We've checked all of the settings we could think of, but there's nothing we can see out of place.

[MatthewL]

Have you got advanced features turned off on both your followme and your output queues?

[MatthewL]

There is no known issues for the Canon's listed, 18.3.1 is now available.

 

Does it happen on each Canon queue or just the odd one? What happens if you print direct to one of the queues does it record the job properly that way?

[DeGrimmy]

Have you got advanced features turned off on both your followme and your output queues?

 

There is no known issues for the Canon's listed, 18.3.1 is now available.

 

Does it happen on each Canon queue or just the odd one? What happens if you print direct to one of the queues does it record the job properly that way?

It happens on both of our colour copiers, which are both not set up for follow me printing and are controlled by the Reprographics department here.

 

As for the advanced features, I'll check with my network manager!

[MatthewL]

Have you tried adding another copy of the queue on? Might even be worth checking out the PaperCut universal driver and see what that charges jobs at. Obviously it won't have all the advanced features but worth a look at.

[DeGrimmy]

Have you tried adding another copy of the queue on? Might even be worth checking out the PaperCut universal driver and see what that charges jobs at. Obviously it won't have all the advanced features but worth a look at.

We've just tried turning off advanced features and adding a new queue, but unfortunately the issue still occurs.

[Big_Ted]

Turn off bidirectional support as well and see if that helps.

 

I would also install a couple of test print queues on the server but use different drivers for that device. Try :

PCL6 Printer Driver V1.51

Generic Plus UFR II Printer Driver V1.21

Generic Plus PS3 Printer Driver V1.21

 

Do all 3 do the same thing (turn off Adv printing features and bidirectional on all 3 test queues)

You may also need to send papercut spool files as per:

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

 

You shouldnt have to print anything, just get the client enabled - send a test job and the client will popup and tell you what it thinks the job is.

Edited November 8, 2018 by Big_Ted