Papercut - FollowMe jobs do not print after +24 hours/overnight

[kennysarmy]

We can recreate a condition (and it's annoying staff) whereby jobs sent to any FollowMe queue which are not collected the same day do not print!

 

The copier reports successful release, but nothing exits the copier.

 

Back at their PC, the client pop-up reappears asking them to choose the account again, if they do and return to the copier the jobs print fine.

 

Any ideas? @jasonatpapercut

[TechMonkey]

Have you got deletion after x mins set?

 

EDIT: In Options > General > Hold/Release Queues there is the option to set Delete held job after x mins.

Edited November 12, 2019 by TechMonkey

[andy_b]

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

[kennysarmy]

Have you got deletion after x mins set?

 

EDIT: In Options > General > Hold/Release Queues there is the option to set Delete held job after x mins.

 

Yes, this is set to 5760 mins or 4 days.

[kennysarmy]

If this was the issue I would expect once the user to visit the copier it would say there are no jobs for release.

 

The jobs are showing...they just don't print off

 

It's as if something runs overnight which strips the jobs of the account information, hence the client pop up box appears on the users PC to ask again, who do you want to charge this job to!

[ross79]

what version are you running there?

is your papercut print provider service restarting at all?

[kennysarmy]

what version are you running there?

is your papercut print provider service restarting at all?

 

First thing we did when we were alerted to this was to upgrade to the latest v19 on the server and roll out a new client to the desktops.

 

I'll check the event logs for that...thanks.

[kennysarmy]

is your papercut print provider service restarting at all?

 

I can't find any evidence in event viewer that it is....

[kennysarmy]

Our tests last night concluded that even if the account is set to print to a set account (rather than choose via the pop client box) the next day prints from the followme queue are not released successfully.

[ross79]

so a few versions back if you restarted the print provider the client would ask you to confirm what shared account you wanted to print to (i think it still may do this on Novell) but that was fixed a while back.

I would enable debug in the admin UI and on the print provider:

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

and recreate the issue and send your supplier some logs with the details of a sample print job that had the issue.

[kennysarmy]

 

Does anyone know what the highlighted part refers to?

 

That's from the properties of a test job in the FollowMe queue...

[ross79]

on your print queue (under printer management) what is the availability set to?

[kennysarmy]

on your print queue (under printer management) what is the availability set to?

 

It was set to 04:00 to 04:01 - but no one knows why or who did it....hmmm

 

It's been changed now to "Always available" and we'll test again tomorrow.

 

Hopefully that's been the issue.

 

Our test student and teacher accounts don't have rights to make those changes, the security rights look OK on the queue so I'm flummoxed.

[ross79]

So, papercut may do that by default on a virtual queue. Edited November 13, 2019 by ross79

[bald_pig]

So, papercut may do that by default on a virtual queue.

 

No time restriction on my followme queue.

[Guest Guest]

Ours has always been set to 04:00 to 04:01 and works fine

[kennysarmy]

We've turned off "Enable Advanced Printing Features" and our test prints from yesterday have come out this morning.

 

Does anyone else have this on and are still able to release prints sent the day before?

 

 

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

[ross79]

that should be off as part of any install

https://www.selectec.com/windows-papercut-best-practises-part1/

[MatthewL]

[ATTACH=CONFIG]55643[/ATTACH]

 

Does anyone know what the highlighted part refers to?

 

That's from the properties of a test job in the FollowMe queue...

 

I think there might be a bug with PaperCut, was you on 19.1.5 build 52403? I've had one today with time restrictions on the virtual queues and jobs are hidden from the release station. Check your logs > applications logs and see if the jobs state that. Also look at jobs pending release and then compare that with total number in your virtual printers via control panel > printers.

[jasonatpapercut]

Hey @kennysarmy

 

Only just saw this thread (been on leave) sorry...

 

If the "available from" hasn't fixed it... Lets dive in.

 

So.. Steps are:

1 - Print to hold/release queue

2 - Go home without picking it up.

3 - Come back next day, nothing is showing on the PC/Laptop

4 - Go to copier, release job.

5 - Nothin' happens at the copier

6 - Go back to PC/Laptop and the PaperCut User Client has popped up since

7 - Do the account selection etc.

8 - Go to copier, release job, receive print out

 

Is that about right?

 

If so, thats pretty exorcist-level strange.

 

What version of PaperCut are you running?

Are you using the stand alone release station? Web based release station?

If it's the copier embedded, what copier platform?

What printer driver are you using?

Does it happen to all PC/Laptop/Users?

 

I'll try and reproduce internally, but we do have a seriously large number of customers that have multi-day hold-release queue settings, support would have been hammered if this was a common problem..

 

That said, the "available from" strikes me as odd... So I asked around. This is something new that happens on some queues that PaperCut manages. This is done to better support some, uh, "high volume environments" that measure paper consumption by the pallet.

Edited November 18, 2019 by jasonatpapercut
Typo'd attachment.

[kennysarmy]

Hey @kennysarmy

 

Only just saw this thread (been on leave) sorry...

 

If the "available from" hasn't fixed it... Lets dive in.

 

So.. Steps are:

1 - Print to hold/release queue

2 - Go home without picking it up.

3 - Come back next day, nothing is showing on the PC/Laptop

4 - Go to copier, release job.

5 - Nothin' happens at the copier

6 - Go back to PC/Laptop and the PaperCut User Client has popped up since

7 - Do the account selection etc.

8 - Go to copier, release job, receive print out

 

Is that about right?

 

If so, thats pretty exorcist-level strange.

 

What version of PaperCut are you running?

Are you using the stand alone release station? Web based release station?

If it's the copier embedded, what copier platform?

What printer driver are you using?

Does it happen to all PC/Laptop/Users?

 

I'll try and reproduce internally, but we do have a seriously large number of customers that have multi-day hold-release queue settings, support would have been hammered if this was a common problem..

 

That said, the "available from" strikes me as odd... So I asked around. This is something new that happens on some queues that PaperCut manages. This is done to better support some, uh, "high volume environments" that measure paper consumption by the pallet.

 

Yes, your steps are correct.

Step 5 though, the copier reports "jobs have been released successfully"

 

PaperCut MF

Version: 19.1.5 (Build 52403)

Built on: Oct 10, 2019

 

Copiers are all Xerox (Secure Access EIP 1.5+)

 

Driver is the Xerox Colour C70 PS

 

Yes it appears to happen to all users that we've so far tested with, whether they are set to use the account pop-up selection or have an account set for charging.

 

Our latest test is to remove the check box against "Advanced Printing features", I'll have the results of the test documents sent on Friday shortly.

[MatthewL]

The time restriction is a new feature from 19.1.5 that is on all virtual printers, not quite clear what it exactly does but if you change it it will turn it back on. Selectec have informed me of the above today.