Hello there 👋🏻
A few of the schools that we migrated to PaperCut Hive over the summer also experienced intermittent issues with releasing jobs from printers. It was related to communicating with MQTT API endpoints in PaperCut Hive. We migrated 6 schools over the summer and half of them were experiencing issues. It turns out after reviewing the Edge node client logs on the node that attempts to print the job, that it was unable to communicate with mqtt3.notifications.cloud.papercut.com. It turns out that they have an agent based web content filter as well as a network filter that was inspecting SSL/TLS which breaks the release job tasks.
There is an information banner on the Hive System Requirements KB (source: https://www.papercut.com/help/manuals/pocket-hive/plan-and-get-started/system-requirements/#firewall-and-networking) that states that any SSL/TLS inspection (decryption) can interfere with the commands sent and received by MQTT.
The three schools are using Lightspeed Filter. Once I had added the MQTT URls to the exceptions for both TLS inspection + to the web content filter, we were golden.
mqtt.notifications.cloud.papercut.com doesn't resolve so I think that's a dead endpoint, but 2 and 3 do resolve.
I hope the above helps! I'm now dealing with another problem where two photocopiers of the same model are in a Follow Me print queue and only one of them is working 😄
But a direct queue works on both... and no helpful logs unlike the MQTT issue.
