PaperCut - Sync Users Error

[mullet_man]

Has anyone ever had issue's with PaperCut not syncing, it's a strange problem because if I restart the service or the server it will sync fine and stay working for a day or two but then it will drop off and give these errors. The error seems to show different groups showing the problem so I think that is not the problem. Just wondering if anyone has had similar issues? I've got a job open with PaperCut but they seem to be suggesting it's a issue at our end. The PaperCut service account has access to read AD.

 

Error in web page

 

User directory encountered ERROR running command 'C:\Program Files\PaperCut MF\server\bin\win\UserDirAD.exe enabled-users-only| group-members Y11Students. User directory command returned status -2147217865. 

 

Error in server.log

 

2022-01-24 09:55:15   Error occurred in ListUsersInGroup: -2147217865 - Error performing AD query: An operations error occurred. 
2022-01-24 09:55:15   Error occurred: Error finding group members (-2147217865): Error performing AD query: An operations error occurred.  (-2147217865)
Error occurred: Error finding group members (-2147217865): Error performing AD query: An operations error occurred.

 

Cheers

Edited February 2, 2022 by mullet_man

[MatthewL]

Do you not have the user sync set within PaperCut itself?

 

I can check my script I run to run the process a bit more frequently when back in the office tomorrow but sure it looks different to that.

[mullet_man]

Sorry I've not explained myself very well, yes that's the error you get when you click Sync users in PaperCut.

 

Like I say it's really random as if I restart the server it will sync fine but then stop syncing a few days later.

[PaperCutterBrenda]

Hi there - PaperCutter Brenda here! Do you mind letting me know your ticket number with our support team? I'll dig into it to help find an answer for you asap.

[Steve21]

If you run (via CMD while dir'd into cd "C:\Program Files\PaperCut NG\server\bin\win"):

 

UserDirAD.exe "enable-debug|enabled-users-only" group-members Y11Students > Y11Group.txt 2>&1

 

What's the log file say? It should hopefully export the proper errors into that text file

 

Steve

[MatthewL]

Do you have any tested groups within that group as I've seen that issue before.

 

Also what version of PaperCut you on?

[MatthewL]

My script which I run on a scheduled task every few hour syncs what we have set and deletes any users not in AD.

 

cd C:\Program Files\PaperCut MF\server\bin\win\

 

server-command.exe perform-user-and-group-sync-advanced TRUE TRUE

[mullet_man]

If you run (via CMD while dir'd into cd "C:\Program Files\PaperCut NG\server\bin\win"):

 

UserDirAD.exe "enable-debug|enabled-users-only" group-members Y11Students > Y11Group.txt 2>&1

 

What's the log file say? It should hopefully export the proper errors into that text file

 

Steve

 

2022-02-03 10:46:56   Get AD Object: LDAP://DOMAIN.net/CN=USER123,OU=2017 Intake,OU=Students,OU=All Restricted Users,OU=Users,OU=SCHOOL,DC=DOMAIN,DC=net
2022-02-03 10:46:56   LoadUserFromLDAPObject Start: CardIDField = ,EmailAddressField = ,SecCardIDField = ,SecUserNameField = ,UserPinField = 
2022-02-03 10:46:56   Unable to get property: physicalDeliveryOfficeName.  Err: -2147463155 - The directory property cannot be found in the cache. 

 

Hi @Steve21

 

This error seems to appear in the log for all 300 users in that group. It's a Salamander made group.

[mullet_man]

Do you have any tested groups within that group as I've seen that issue before.

 

Also what version of PaperCut you on?

 

If you mean nested then now.

 

Latest version I think (to fix those Java bugs) but this issue has been happening a while across various versions.

[mullet_man]

Hi there - PaperCutter Brenda here! Do you mind letting me know your ticket number with our support team? I'll dig into it to help find an answer for you asap.

 

It's 1116932, I've just replied to the email now with a bit of this log file as per @Steve21

 

Thanks.

[enjay]

Are you sure the issue is Papercut not AD? Just recently (last 10 days or so?) our AzureAD and Salamander syncs have both stopped running, we restart the server (application, not AD server) and they re-sync and are then fine for a few days. Could this be a (less severe) impact of the January updates??

[mullet_man]

Are you sure the issue is Papercut not AD? Just recently (last 10 days or so?) our AzureAD and Salamander syncs have both stopped running, we restart the server (application, not AD server) and they re-sync and are then fine for a few days. Could this be a (less severe) impact of the January updates??

 

This has been happening for a good few months now so not related to Jan updates. It could well be our AD or even the PaperCut server but I can't pinpoint the issue.

[MatthewL]

I point our PaperCut at 2 or 3 OU's and only 1 security group as it works. I did try to have a group to do it all from but it really didn't like it. Even worse when it groups within groups.

[mullet_man]

I point our PaperCut at 2 or 3 OU's and only 1 security group as it works. I did try to have a group to do it all from but it really didn't like it. Even worse when it groups within groups.

 

Ours is looking at 11 OU's and no groups

 

Do you think that might be the issue? Does it matter that for example the group that failed isn't part of the OU that is being synced?

[enjay]

Ours is looking at 11 OU's and no groups

 

Do you think that might be the issue? Does it matter that for example the group that failed isn't part of the OU that is being synced?

 

Doubt it. Ours is looking at a mix of OUs and groups, 14 in total.

[mullet_man]

What time does the sync happen overnight? Could it be clashing with Salamander for example?

[mullet_man]

Sync is still working currently. I need to try and work out when it breaks. It seems to go after a few days.

[mullet_man]

You can change the time of the sync, which I've done to later in the night rather than bang on midnight which is similar time to Salamander run.

[Scifigirl]

We are having the same issue - also affecting our scan to homedrive - did anyone get an answer?

[mullet_man]

We are having the same issue - also affecting our scan to homedrive - did anyone get an answer?

 

@meadowgirl - same it breaks scanning to homedrive am glad it's not just us, I haven't found a fix as yet no but I have changed a few things which so far seems to be working.

 

Made sure all PaperCut services are using the PaperCut user - originally we only had this set to the Application Server service and not all.

Changed the sync time to be later in the night rather than midnight - now set to 5am.

 

I haven't been able to nail down the reason why it breaks, does everything come back up and working if you restart your PaperCut service or server? it does for us.

 

Cheers.

[mullet_man]

So far my syncs are syncing OK with those changes I've, not sure if it's a particular one.

[mullet_man]

It's gone again, failing on Y11 Students now.

 

It looks like I didn't change the time of my syncs in the end must not have clicked update, back to the drawing board I think.

[enjay]

How's the server doing for memory? As I mentioned earlier on in this thread, our Azure AD Connector has been doing similar, which turned out to be because it was eating all the resource with the SQL queries. We've added more RAM and turned dynamic RAM off.

[mullet_man]

How's the server doing for memory? As I mentioned earlier on in this thread, our Azure AD Connector has been doing similar, which turned out to be because it was eating all the resource with the SQL queries. We've added more RAM and turned dynamic RAM off.

 

RAM is fine it's currently using 3.3 of 8GB. I've got another theory what it could be but not sure if it's a bit far fetched. Am wondering if this happens when I move the VM to another cluster when doing windows updates? or the sync is clashing with Salamander (I've now changed it to later)

 

Will keep everyone posted.