Papercut Budget Box - Not Appearing for Office Online

[CHiLL]

We have noticed that our users are not getting the print budget dialogue box appear when they print documents from the likes of Word Online, Excel Online, etc. However, if they open the document in the desktop app and then print, the budget box will appear. We have witnessed this both in Edge (including the latest version, 122.0.2365.52) and Chrome (including the latest version 122.0.6261.70). This doesn't appear to be an issue in Outlook OWA/web, where an attached Word document opens in the browser and then when printed, opens as a PDF in a new tab. Printing PDFs in the browser also seem unaffected, where they present the dialogue box.

 

We are running Papercut MF 22.1.2. We utilise the locally cached version of the Papercut client, which auto-updates. The client on the machine I'm testing with is v109.28.0.6575.

 

Just wondered if anyone else has encountered this?

Edited February 27, 2024 by CHiLL

[CyBeRkId2002]

Yes - absolutely. And have been struggling with this on and off for a while!

 

Have you found a fix? I have been wondering if it is a filtering issue (we use Sophos), driver issue or papercut issue.

 

I will give papercut a ring this afternoon and see if there is anything they can recommend.

[Steve21]

Seems to work fine here - Using edge / office online / Sophos filtering etc

 

I know there was an issue raised a few years ago where it had problems via Edge when it would still log to the local print queue but wouldn’t get parsed via papercut and it was related to client side rendering/authentication

 

Do the jobs show on your local pc print queue even if not showing via the pop up?

 

Steve

[CyBeRkId2002]

No, as far as I can tell they are not processed to a print queue at all.

[gchadwick]

Anyone come across a solution to this, it justr seems to be word online that won't print on our network

[CHiLL]

Sadly we have not found a resolution, just the workaround of opening it in the app or saving it as a PDF and printing from there.

[TheIritableOne]

Are you running a print script on the queue users are printing to, if so what is that script doing?

 

Does the issue happen with all browsers?

[CHiLL]

Are you running a print script on the queue users are printing to, if so what is that script doing?

 

Does the issue happen with all browsers?

No, there's a logon script to launch the Papercut application for users at logon and printers are mapped by GPP, with printing in all other scenarios working, except for the case I outlined in my original post.

[TheIritableOne]

Sorry I might not have been too clear, within PaperCut you can run scripts against the print queues, that is what I'm referring to.

 

I ask as the two browsers you've mentioned are both powered by Chrome and it's known for not adding an extension to the file name when printed.

So it could be a print script or a filter/restriction set against the queue maybe?

[CHiLL]

Sorry I might not have been too clear, within PaperCut you can run scripts against the print queues, that is what I'm referring to.

 

I ask as the two browsers you've mentioned are both powered by Chrome and it's known for not adding an extension to the file name when printed.

So it could be a print script or a filter/restriction set against the queue maybe?

Sorry, I did misunderstand you. We do not have any scripts in Papercut against the print queues.

[dapaulio]

Makes sense as I understand you mean. Print dialogue box where you can select a shared account or personal account. What happens if you set the dialogue box not to show for example by defaulting charging a personal account or automatic charge a shared account. Does it print?

 

Can you run the client from a network share same as the printer server. Does that work?

 

Try changing the fail setting if the client can’t contact the server to still print.

 

This to me sounds like a comms between client and server. Another thought is dns in the pc config file for the client use an ip address rather than hostname.

 

I’m trying to also remember if it uses a specific port. Check windows firewall on server and client that these ports are open

 

Can explain why this is only happening on web app and not anything else sorry

[CHiLL]

Makes sense as I understand you mean. Print dialogue box where you can select a shared account or personal account. What happens if you set the dialogue box not to show for example by defaulting charging a personal account or automatic charge a shared account. Does it print?

 

Can you run the client from a network share same as the printer server. Does that work?

 

Try changing the fail setting if the client can’t contact the server to still print.

 

This to me sounds like a comms between client and server. Another thought is dns in the pc config file for the client use an ip address rather than hostname.

 

I’m trying to also remember if it uses a specific port. Check windows firewall on server and client that these ports are open

 

Can explain why this is only happening on web app and not anything else sorry

Surely if that was the case, the device would not print at all? However, it can print from the Office Apps, as well as other apps like Notepad and even other websites and PDFs opened in the browser. It seems to specifically be when printing from the online/web version of Office apps.

[alanmorris]

Are the jobs landing on the print server? The queue view on the Windows machine is a mix of the local view of the spool files and the spool files that are sitting on the server in a Paused status.

 

Make sure you are only reviewing the queue when logged onto the print server. When the files are not copied to the print server, then the expectation is that there will be nothing for PaperCut to monitor and you will not get the account selection dialog.

 

Now the expectation is that Windows will be copying these files to the server so finding out if that occurs is the first task.

 

For connections to shared printers, the client system creates spool files in c:\Windows\System32\spool\SERVERS\

 

If there are no files here, check Windows PrintService / Admin events on the client system for any rendering failures. Event 372.

 

If there are no failures, then enable the PrintService / Operational logs and see if Windows believes the job was successful, Event 307. If you see event 824 that's not good.

 

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

 

 

Thanks

[gchadwick]

Hi all

 

I've been working on this issue with word and papercut. I believe it's not papercut.

 

Here's what i have found.

 

If the word document is set to view only in word online then when you print you get the Open PDF pop up dialogue and you get to press open pdf and then you can print the pdf.

This got me thinking so I went in and set our 0365 tenant SharePoint links as trusted and to always allow pop-ups from the tenant.

 

This worked for windows 11 computers but not windows 10 computers when it came to printing a word document in word online whilst in editing mode.

But I found that if I held down CTRL key when I pressed print then the papercut account box comes up as it should on the windows 10 machines.

So, I believe the issue is pop ups so I am currently trawling through my GPOs for the different users and checking again what is set and what I could possibly change to get past this

Hope the above helps anyone else having this issue.

Other things I have done:

made sure all the Microsoft whitelist is in my proxy.pac.

 

But what I also saw was that i couldn't even print to a nonpapercut controlled printer either which is what directed me away from papercut being the issue.

Edited June 21, 2024 by gchadwick