Papercut - Strange issue

[fiza]

We have a strange issue where a user will send a print job but the papercut popup will pop up on someone elses PC!!

When that person tries to print anything later then only the shared accounts of the other person appear.

We havent changed anything on papercut. We have upgraded quite a few Staff computers to Windows 10 over half term although some have been running Windows 10 for some time and never had this issue.

 

Anyone seen this or have any idea why it is happening?

[djm968]

DNS issue? I have had a similar issues with a few users after upgrading the OS may also be worth removing the user from PaperCut and re-syncing to re-add the user. Edited November 5, 2019 by djm968

[Primus]

Yup was also about to say sounds DNS related.

[fiza]

Checked DNS, cant see anything obvious. Any pointers please?

[robyholmes]

You might need to check the logs to see what machine name and IP address the print server is sending the notification too. That way you can confirm in DNS the name and IP are correct.

[fiza]

You might need to check the logs to see what machine name and IP address the print server is sending the notification too. That way you can confirm in DNS the name and IP are correct.

Do you mean the papercut logs? If so I have checked Job log, Application log and Audit log but I cannot see anything obvious.

[robyholmes]

Do you mean the papercut logs? If so I have checked Job log, Application log and Audit log but I cannot see anything obvious.

 

I think you need to either enable more logging or check for the logs in Program Files. Have a look on the Papercut Knowledge Base for their location.

[djm968]

Have you tried deleting the DNS entry and re-registering DNS on a computer that is having the issue and testing again?

[MatthewL]

The users where it it is popping up on another computer they are not logged in on said computer but switched user?

 

Something isn't marrying up and would be looking DNS if not above.

[strawberry]

flush dhcp and check dns.

[fiza]

The users where it it is popping up on another computer they are not logged in on said computer but switched user?

 

Something isn't marrying up and would be looking DNS if not above.

We don't utilise fast user switching

[dapaulio]

That is a strange issue

 

When you look at the print job history in admin view you gives you the computers name amongst other things it was printed from.

Does this represent correctly?

I agree with others sounds dns but evidently by your response not at network level.

 

Have you checked the dns servers on the servers network card thats hosting papercut

Try ipconfig /flushdns on papercut server

If you ping hostname then nslookup the up address that the ping resulted, do you get the same hostname as you pinged?

Edited November 5, 2019 by dapaulio

[jasonatpapercut]

Something to check is that the username attached to the job, as the print spooler on the server sees it.

 

See attached:

 

Check the Windows Credential Manager on the affected machine(s).

 

Failing that.. Two KB articles we have that are good to run through:

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

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

 

I apologise for the length of those KBs but they do cover off a heap of things to check.

 

Next step is probably to contact PaperCut Support ( http://www.papercut.com/contact/ )

 

They (I'm in a different area) will likely want debug logs :-)

 

Namely:

PaperCut Application Server Debug: https://www.papercut.com/kb/Main/HowToEnableDebugInNG

PaperCut Print Provider Debug (this may be on the server only, but may be on client machines): https://www.papercut.com/kb/Main/HowToEnableDebugInThePrintProvider

PaperCut User Client Debug: https://www.papercut.com/kb/Main/HowToEnableDebugInTheUserClient

 

The above is a fair whack of work but gives immense detail as to what is happening.

 

You'll want to:

1 - Enable debug in the App Server

2 - Enable debug in the print providers

3 - Enable debug on both user clients

4 - Restart the client machines, make a note of the time/date.

5 - Print a print job that gets the popup on the wrong machine, make a note of the time/date username expected, hostname of the machine.

6 - Bundle all the logs together

7 - Turn off debugging if you wish