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.
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
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
To verify that the printer is being shared from PaperCut, login to the Google Cloud Print management interface, select a printer, choose
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
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).
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:
Deleting the files in that spool directory, and republishing the printer(s) in GCP can resolve this issue.
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:
If correct, on Windows you should see this:
Take a look at our Troubleshooting GCP printers showing as offline page.
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.
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:
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
If you want to check if a CGP printer was published through PaperCut then find your printer in GCP Printers and select
If you have checked all the items above, and you’re still seeing issues then please follow these steps:
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: