Knowledgebase: PaperCut > Troubleshooting
Troubleshooting Google Cloud Print Issues
Last modified on 20 August 2020 12:09 AM

Note: Google have announced that Google Cloud Print, their cloud-based printing solution that has been in beta since 2010, will no longer be supported as of December 31, 2020. We recommend you use PaperCut Mobility Print instead. If you’re currently using GCP, there is also a useful article on How to migrate from GCP to Mobility Print.

What version of PaperCut am I running?

Check that you’re running the latest version of PaperCut G/MF. Since Google’s Cloud Print product is still in Beta, there may be bug fixes and updates included with newer releases of the PaperCut Application server and Print Provider - check the Release History page to see if you’re running the latest version, and to see if there have been any Google Cloud Print changes.

How do I find GCP jobs in PaperCut?

You can see jobs printed through a PaperCut monitored Google Cloud Print printer in the PaperCut Job Log. Go to your PaperCut Application server administrator web interface, and in the Printers tabs, navigate to the relevant GCP Print and select the Job Log tab. Google Cloud Print appears in the Attributes column for the job.

A GCP job in PaperCut Job Log

Specific problems

Q: What do I check if the GCP print jobs are logged as the wrong user?

We sometimes see this happen if the printers were published using the Google Cloud Print Connector or Chrome browser, instead of PaperCut’s implementation of Google Cloud Print. When this happens, all of the jobs from GCP will be charged to the SYSTEM account (or whatever service account that the Google Cloud Print Connector is running as).

If this is happening, make sure you have enabled Google Cloud Print in PaperCut in the Enable Printing → Mobile & BYOD section, then select a printer, and on the Summary tab choose Publish to Google Cloud Print. There will now be a link to manage that printer in the Google Cloud Print web interface, and to share it with your users.

To verify that the printer is being shared from PaperCut, login to the Google Cloud Print management interface, select a printer, choose Details, then expand the Advanced Details. A printer published by PaperCut to Google Cloud print will have the tag pc_server_build followed by a build number like the screenshot below. If the tag pc_server_build number is missing, then the printer has not been published to Google Cloud Print using PaperCut.

If the printer does not have this tag, then double check the steps in how to set up Google Cloud Print in the manual to make sure the printers have been published correctly.

GCP print jobs are stuck as “In Progress” - what can I check?

Some customers using Securly for Web Filtering, have noticed that intermittently jobs submitted via Google Cloud Print won’t print, and will have a status of “In Progress”. When checking the error log there should be messages Failed to download job… [the URL] returned a response status of 426 null.

Securly has a documented workaround for this issue, which is to install their trusted certificate in the Keystore so that they can monitor this web traffic (similar to SSL Inspection).

GCP print jobs are stuck as “Queued” - how do I fix that?

If you’re certain that everything is setup, configured and connected as it should be, then this may be caused by some files having been corrupted in the PaperCut GCP spool directory.

You may see the following error message in the Application Server debug logs located in the following directory:[app-path]\PaperCut NG/MF\server\data\spool:

2020–01–01 14:15:05,746 ERROR GoogleCloudPrintManagerImpl:471 - [GCP] Unexpected error setting up Google Cloud Print integration [gcp-re-init-1456514104487]java.lang.IllegalStateException: Optional.get() cannot be called on an absent value

Deleting the files in that spool directory, and republishing the printer(s) in GCP can resolve this issue.

How do I debug GCP connectivity issues?

The PaperCut Application Server has to be able to make connections to Google Cloud Print services, as detailed in the relevant section of our manual. Please check our Google Cloud Print Requirements carefully to ensure that your environment meets these specifications.

Check that the necessary ports on your firewall are open, as detailed in the Firewall Ports KB, particularly TCP port 5222. From the PaperCut Application Server, open a Command line session within your native OS and enter the following command:

telnet 5222

If correct, on Windows you should see this:

Windows Telnet Terminal

If correct, on macOS/Linux you should see this:

Mac Telnet Terminal

Please note: if you get a message saying that Telnet does not exist, then you may need to enable or install Telnet on your server. On Windows, this is done as per the Install Telnet Client Microsoft TechNet article. On macOS, Telnet was removed from the High Sierra release of macOS. One method to install it is to first install Homebrew, and then follow the instructions found here to use Homebrew to download the Telnet binary.

What if my GCP printers are showing as “offline”?

Take a look at our Troubleshooting GCP printers showing as offline page.

What security considerations are there?

If your PaperCut installation is being used in the education section, we have seen with some customers that a ‘packet shaping’ solution has been put into place to intercept XMPP/Jabber traffic in an effort to prevent inappropriate content sharing between students. XMPP happens to be the same protocol that Google Cloud Print uses to perform printer discovery and authentication management with PaperCut. If XMPP is traffic is being restricted, then PaperCut will not be able to correctly do it’s printer discovery and authentication management amd for long term reliablity, an alternative printing method should be considered with PaperCut.

How do I distinguish PaperCut GCP printers from other GCP printers

There are ways of publishing a printer in GCP other than with PaperCut. e.g. Google Chrome allows you to publish printers on GCP. PaperCut may track jobs from these non-PaperCut GCP Printers. e.g. PaperCut may be tracking the printers that Google Chrome publishes to GCP. You can distinguish PaperCut GCP printers from those published by Google Chrome by setting a naming template with the PaperCut Advanced Config Editor:

  1. Login to the PaperCut Admin web-interface
  2. Navigate to the Options tab and once there select the Advanced Config Editor from the Action panel on the right hand side.
  3. Do a search for the following Config Key:
  4. Once found, update the value to a more appropriate naming template, for example: PC__%printer-queue-name%
  5. Once complete, press the the Update button at the bottom of the page.

This will make the PaperCut GCP printer start with “PC__”. e.g. If the printer name is “Physics Printer” then it will appear in GCP as “PC_Physics Printer”. If this printer was also published to GCP by Google Chrome then it would appear as “Physics Printer”.

Another way to check whether a GCP printer is published by PaperCut is to go to the printer in the PaperCut administrator → Printers → Printer List → Select the <Printer name> → Printer Details then go the Google Cloud Print section and click on the Manage sharing in Google Cloud Print link.

If you want to check if a CGP printer was published through PaperCut then find your printer in GCP Printers and select Advanced Details. PaperCut GCP printers will have a pc_server_build tag.

What if I’m still having issues with GCP?

If you have checked all the items above, and you’re still seeing issues then please follow these steps:

  • If possible, reach out to your local PaperCut Support Provider to get their assistance with the issue.
  • Enable debug mode on the Application Server
  • Tick (check) the Enable detailed logging for Google Cloud Print box in PaperCut, which is found under Options → Advanced → Diagnostics.
  • Restart the Application Server if possible, re-publish the GCP printers that you’re having issues with, send a test job through the system to capture the process that you’re seeing difficulties with in debug mode.

Then please contact either your PaperCut Support Provider (if you have PaperCut MF), or PaperCut Support directly (if you have PaperCut NG), with the following information:

  1. Version and build number of PaperCut.
  2. Debug logs as detailed above - we can provide you with an upload link.
  3. Date/time that the testing was carried out.
  4. Name of the Printer (print queue) being tested.
  5. Username & email address of the user sending the test print job.
  6. Any other specific test information that we can use to narrow down the area of the logs to look in..