Papercut user error

[IT_Man_Dan]

Morning all,

 

Got a weird error with one user that I'm struggling to find time to diagnose whilst completing other things.

We're on latest papercut version.

 

Randomly with one user their prints have stopped physically printing, They can print from workstation and when they login to a device it shows the job, when they release it says queued for printing but doesn't physically print. On Papercut admin it shows as printed and has charged.

Have tried multiple devices.

 

Any ideas please before I try to look further myself and fall behind on more important tasks?

 

Thanks

[ThomL]

Has the user set a default papersize or paper type that the printers can't handle but papercut believes to be auto negotiated?

 

Bit of a reached but I've seen papercut report jobs printed to some Canon MFDs but the device itself bins the job and gives an error code hidden away on the devices onboard print log - after some poking about the Canon error code I had related to paper type... I think. This was a few years a go now though, so this might not be helpful at all!

 

If you print the same document from another user and have a successful print, can you then see if page size/type and driver used all match between the failed job and successful job in the printed job log from papercut. This is where I'd start, that and looking at the devices own logs if it has them for errors.

[ross79]

papersize is a good shout.

Send a fresh job and recreate the issue then go onto the devices own webpage and look for any logs it may have. What does the device think happened? from papercuts POV it has sent the job off to the printer and its (hopefully) left the server.

You could also enable event viewer to track print jobs and see what windows thought happened to the job

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

[MatthewL]

What happens is you print a test page from the driver?

 

Check any job retention settings for the driver as I have seen these set before and often some drivers if the documents are created on another system with similar drivers installed retain settings.

 

What MFD are you using?