Knowledgebase
Knowledgebase : PaperCut > Troubleshooting
To help streamline the identification and resolution of issues, it’s important to take some additional time to submit details. This page offers some tips on the type of information the developers will find useful.__ GENERAL INFORMATION * A general des...
“_Help! When printing from MacOS computers, sometimes we see the job stuck in the print queue with the message “Hold for Authentication.” What does this mean?”_ WHAT DOES “HOLD FOR AUTHENTICATION” MEAN? Sometimes, when printing from a Mac, the job appea...
TIP: If you’re seeing mysterious behavior with the User Client, but not getting any error messages, check to see if the User Client has been configured to use the —silent option [https://www.apms.com.hk/product/ng-mf/manual/common/topics/tools-user-client...
Error: “UNABLE TO SUCCESSFULLY RETRIEVE VALID DATA FROM SECURE CONNECTION TO SERVER” [Error showing 'Unable to successfully retrieve valid data from secure connection to server'] This happens if the PaperCut client is attempting to establish a secure co...
I AM SEEING THE FOLLOWING ERROR MESSAGE, WHAT DOES IT MEAN? Email to Print - Error while fetching mail - AUTHENTICATE failed. There are two places you would see this message in the PaperCut Admin console: * Under the Logs tab > Application Log tab ...
Running pc-client.exe, pc-local-client-cache.exe or the equivalent release station executables from a file share over the local network may result in a popup dialog saying “The publisher could not be verified” and asking to Run or Cancel. This will happe...
PaperCut does not impose a 20 character long username limit, however when using Windows Active Directory we utilise the “sAMAccountName”. This is what is seen as the owner of the print job in the print queues. Please see the attached screenshot: This Act...
_“Help! I’m trying to add some of my new printers to my macOS server andPaperCut NG/MF is not seeing them! What’s wrong?”_ If you’re running a current version of PaperCut NG/MF, all you need to do is make sure that you have the printers added at the OS l...
Internet Explorer's (v9) compatibility mode could stop certain non-English characters displaying correctly in the PaperCut Admin Console. This can happen as IE9 defaults to compatibility mode for intranet sites. This came to light after a user's Admin Con...
In version 16.2 of PaperCut NG and PaperCut MF, we introduced the ability to run multiple Web Print servers at the same time, improving throughput for Web Print jobs, as well as increasing resiliency. Our user manual [https://www.apms.com.hk/product/ng-mf...
[Assistive Technology Not Found Error Notification] Customers running any program that has the Java Access Bridge feature enabled may see this error when attempting to run the PaperCut User Client software. We’ve seen this issue with ImageNow from Percep...
_“Help! In the logs I see an error message that says “A print job was attempted to be unpaused while being held and was deleted by the system”. What does this mean?”_ When a user prints a document PaperCut will pause the print job temporarily for analysi...
When using a Google based email account to send email notifications in PaperCut NG & MF, you may run into the following error message: Error sending email: Authentication failed; nested exception is javax.mail.AuthenticationFailedException: 534-5.7.14  P...
WHAT DOES THE BIDIRECTIONAL SUPPORT CHECKBOX DO? The setting, found on the Ports tab when looking at the Printer Properties menu in Windows, controls whether a print driver will communicate with the physical printer to determine the printer’s state and f...
PaperCut automatically generates an SSL/HTTPS certificate during the install process. This certificate is subsequently used to encrypt sensitive data, and to secure the HTTPS based web access. Web browsers may however raise the following warnings about th...
Looking for an alternative to GCP? Check out PaperCut Mobility Print [https://www.apms.com.hk/product/mobility-print/manual/]. It provides you a simple way to print from your Mobile & BYOD devices like iOS, Android, ChromeOS, Windows and MacOS. We have a ...
PaperCut Support may ask you to supply a print-to-file or a spool file. This is a little more difficult on the Linux platform and involves “capturing” a spool file using one of the following procedures: The video below demonstrates how to capture a Linux...
Sometimes when troubleshooting issues PaperCut Support may ask you to pause a print queue to make a copy of the Windows spool files used for printing. This can help us diagnose issues related to print analysis and other problems. There are a couple method...
PaperCut Support may ask you to supply a spool file. This is a little more difficult on the Novell/Linux platform and involves “capturing” a spool file using one of the following procedures: SNAPSHOT METHOD (AVAILABLE FROM RELEASE 11.5) 1. Enable snapsh...
Sometimes when troubleshooting issues PaperCut Support may ask you to pause a Windows print queue to make a copy of the Windows spool files used for printing. This can help us diagnose issues related to print analysis and other problems. HOW TO SAVE WIND...
The steps below describe how to capture spool files as it passes through Mobility Print. These steps can be used on a Server running Mobility Print with Windows Server, Linux, and MacOS. * Recreate the issue by printing a document via Mobility Print th...
NOTE THAT THIS WILL APPLY TO BOTH ‘KIOSK MODE’ ON A CHROMEBOOK, AND ALSO WHEN SHARING PRINTERS WITH INDIVIDUAL DEVICES, RATHER THAN WITH USERS OR USER GROUPS. Since the release of PaperCut version 13.5, the ability to print using Google Cloud Print (GCP)...
The PaperCut Application Server is developed on the Java platform. The Java platform makes use of "Garbage Collection" for it's memory management. In some cases it can be useful to gather statistics from the garbage collection process to gain a better ...
This KB article will attempt to provide examples and solutions for some of the more common scripting errors that our customers experience. Hint: Any error should also have a line number indicating where the issue was. (printer-script#16) This indicates l...
WHEN TRYING TO MODIFY MY CLUSTER I RECEIVE THE FOLLOWING ERROR “THE CLUSTER RESOURCE DEPENDENCY CANNOT BE FOUND” OR ERROR CODE: 0×8007138A The PaperCut Print Provider requires the Windows Print Spooler to be in the same Service and Applications Group and...
IPSMD IS RUNNING BUT IMANAGER SHOWS THAT THE STATUS IS DOWN This issue is independent of PaperCut but we thought it was worth mentioning as we often suggest people to restart iManager after installing a new PaperCut Novell agent. Apparently, in some iPri...
LDAP can be used by PaperCut NG/MF for user authentication and for retrieving user and group lists as part of our synchronisation process. It’s the most common alternative to Microsoft’s Active Directory. This article describes common LDAP errors and pro...
GENERAL PRINTING HOW DO I SET UP PRINTING ON MY MAC AND MAKE IT WORK WITH PAPERCUT? Mac printing is a complex topic and answers will vary depending on the operating system used on the server side. Chapter 21 in the PaperCut User Guide addresses many of ...
This KB article covers common questions (and FAQ) about card readers and their use with PaperCut for photocopier access control and secure print release. WHERE ARE CARD READERS USED? PaperCut supports various card readers in a number of areas such as ...
This article covers common questions about Web Print [https://www.apms.com.hk/product/ng-mf/manual/applicationserver/topics/mobile-print.html]. Also check out the section in the manual on Web Print [https://www.apms.com.hk/product/ng-mf/manual/application...
PaperCut NG/MF’s Find-Me printing is a flexible and powerful feature - which requires a methodical approach to configure correctly. If you receive an error message similar to Configuration error - no compatible queues for redirection then it is likely th...
As part of communicating with external systems such as photocopiers and similar hardware, PaperCut will sometimes be required to tell the external system what IP address it needs to use when initiating communication with PaperCut. This is done by obtain...
Occasionally incorrect page counts are reported due to printer configuration settings or driver errors. After the underlying issue has been resolved, administrators may want to correct the page count entries. This procedure is primarily focused on co...
PaperCut 17.3 introduced a security enhancement to improve the coverage of HTTP header origin checks, in line with OWASP [https://www.owasp.org/] recommendations. However, in some cases, attempting to log into the Admin or User web interface after upgradi...
When hold/release has been enabled for a given print queue, the typical behaviour observed is very much as you'd expect; at the operating system level, the print queue will appear to contain all print jobs that have been printed to that queue which have y...
In versions of CUPS from 2009 onwards for both Linux and Mac OS X, administrators may encounter issues where jobs sent from a network workstation to the print server will halt and generate errors in the CUPS print logs. This is not a problem caused by Pap...
PaperCut integrates with CUPS by hooking itself into the print workflow. By prefixing the DeviceURI with papercut: you’re instructing CUPS to execute a PaperCut process before passing the job into the physical printer. If after prefixing the DeviceURI the...
If requested by support please follow the instructions below to gather debug output from the Active Directory user provider (the component of PaperCut that retrieves information from Active Directory). TO GET DEBUG OUTPUT: 1. Open a command prompt on th...
PaperCut monitors printing on the Novell iPrint server by being configured as the accounting autoload command [https://support.apposite.com.hk/Knowledgebase/Article/View/accounting-autoload-command] within iPrint Manager. This allows PaperCut to monitor a...
PaperCut can retrieves a variety of printer information using SNMP, including: * Toner levels * Model/make information * Serial numbers The information is retrieved over the network using the SNMP protocol. For this to work the printer must have ...
DIAGNOSING USER CLIENT POPUP AND NOTIFICATION ISSUES The PaperCut user client is used to: * Deliver notifications/messages for denied print jobs, jobs held in the release station, etc. * Display print job popups for account selection or print c...
WHAT DOES THE “ENABLE ADVANCED PRINT FEATURES” CHECKBOX DO? The setting “Enable Advanced Print Features” is a mysterious and often misunderstood setting in Windows printing that harkens back to the ancient days of Windows NT. When this setting is enabled...
We’ve seen this error happen occasionally on macOS when installing the User Client [https://www.apms.com.hk/product/ng-mf/manual/clienttool/topics/user-client-install-mac.html]. e.g. ditto: can't get real path for source '/private/var/folders/dm/cfhh5brd...
_“Help! I’m trying to run the DNSCMDs to set up the DNS records for Mobility Print, but I’m seeing an error “Command Failed: DNS_ERROR_DP_DOES_NOT_EXIST”. What does this mean and how do I set up the records?”_ You will see this error appear if your DNS s...
WHAT IS THE DRIVER ISOLATION MODE IN WINDOWS? In the olden days of yore, a single flakey print driver on a Windows server had the potential to take down the entire Print Spooler service, causing chaos and mayhem. In those times the only way to prevent on...
_“Help! When I try to add a printer or send a print job from my device, I see each printer appearing twice! What can I do to fix this?”_ THE ISSUE AS IT PERTAINS TO PAPERCUT MOBILITY PRINT * One possible cause of users seeing duplicate printers is tha...
The PaperCut installer is quite robust, however antivirus or similar low-level applications may prevent or delay access to file resources. This behaviour can cause errors, particularly when performing an over-the-top upgrade of a PaperCut installation. I...
This article concerns the Email to print feature when running Mac OSX. When using Mac OSX Mail while attempting to add attachments they are normally embedded into the body of the email as seen below. When using PaperCut's email to print feature, the e...
When setting up Email to Print with a Gmail mailbox there’s one common issue that’s reported to PaperCut Support quite often. You’ve entered the IMAP settings correctly in the Options → Mobile BYOD → Email to Print but it’s not starting. [Email To Print...
ENABLING USER CLIENT NOTIFICATIONS ON WINDOWS WHEN BALLOON TIPS ARE DISABLED When the user client tool in PaperCut NG or PaperCut ChargeBack is installed on a Windows system, it delivers notifications using _balloon tips_ by default. If you have disabl...
As of version 19.0, PaperCut MF and PaperCut NG no longer support 32-bit platforms for any of our solution components. Sites which still accommodate 32-bit workstations may require special handling when upgrading from an earlier release to version 19.0 or...
ERROR: CUPS-API-HELPER IS NOT OPTIMISED FOR YOUR MAC AND NEEDS TO BE UPDATED _“This software will not work with future versions of macOS and needs to be updated to improve compatibility. Contact the developer for more information._” You may see this err...
_“Help! I just tried printing a test page from my Windows computer, and ran into an error message “Test page failed to print”. Why did this happen?”_ CHECK THE EVENT VIEWER We’ve found that often times the reason for this error message will appear in th...
On some Mac systems, PaperCut 13.3 and older may generate an error and fail when attempting to use db-tools as part of restoring a database, a required activity when migrating a Primary Server installation of PaperCut. The applicable error message is:  ...
On some Mac systems, PaperCut 13.3 and older may generate an error and fail when attempting to use db-tools as part of restoring a database, a required activity when migrating a Primary Server installation of PaperCut. The applicable error message is:  ...
PRINTING MULTIPLE COPIES OF EXCEL WORKBOOKS CAUSES MULTIPLE PRINT JOBS When you print multiple copies of an Excel workbook, Microsoft Excel creates a separate print job for each copy, and then sends the jobs to the printer. So if you print 5 copies of an...
When using Find-Me printing you may encounter the following error on Windows servers: ERROR: Failed to redirect job to printer (StartDocPrinter). JobId: 125, Datatype: NT EMF 1.008, Printer: \\printserver\itcopier - The specified datatype is invalid. (E...
Occasionally customers report that Find Me Print jobs are failing with the below error message. Mar 23 11:43:29 ERROR: Unable to open spool file for redirect. - The process cannot access the file because it is being used by another process. (Error: 32) ...
MOBILITY PRINT SERVER LOGS * In the Mobility Print Admin web interface, click on the three vertical dots (⋮) upper right corner. * Select DOWNLOAD LOGS. * This new log file should be saved to your Downloads folder, please send it to PaperCut suppor...
By default, the Print Deploy logs are in debug mode, with the exception of the Print Provider on client machines. You can collect the logs from the locations below. PRINT DEPLOY SERVER LOGS These logs are included by default when you download the Diagno...
Some customers using the PaperCut LPD service on Windows have reported jobs failing to process when they contain non-ASCII characters in either the jobname or the associated username. This can be caused by a limitation in the legacy Windows LPR client com...
A few times a month PaperCut users email us with print queue/spooler stability issues. Although the issues in most cases do not related to PaperCut, it's a common topic among many large sites. This Knowledge Base article discusses print spooler issues and...
RPJL ON RICOH MPC2000 / 2500 / 3000 Some PaperCut customers have experienced image dropouts on RPJL printers when their documents are converted to grayscale by PaperCut. Documents are printed with text, linework and grayscale images intact but with color...
PaperCut's Hardware Page Count Validation [https://www.apms.com.hk/product/ng-mf/manual/applicationserver/topics/printer-hwcheck.html] ensures that PaperCut is able to determine the exact number of pages printed by a device for each job. However, from tim...
Some sites have reported issues in recent versions of PaperCut where the client software consumes 100% CPU. This issue, although not yet fully diagnosed, seems to related to graphics driver issues and the use of transparency. This issue occurs when _fast ...
ACTIVITY MONITOR ON MACOS IS SHOWING HIGH MEMORY USAGE FOR THE PAPERCUT USER CLIENT. When looking at the Activity Monitor in macOS, at first glance it can appear that the PaperCut User Client is using a massive amount of memory - e.g. 5GB or 10GB. What ...
WHEN PRINTING FROM APPLE MAC OS 10.6 SNOW LEOPARD TO A MICROSOFT WINDOWS HOSTED PAPERCUT SERVER, JOBS SHOW IN THE RELEASE STATION AND JOB LOG WITH IP ADDRESSES INSTEAD OF HOSTNAMES IN THE _CLIENT_ COLUMN When a print job arrives at the PaperCut server it...
TRYING TO LOG INTO PAPERCUT BUT NOT TOO SURE WHERE TO GO? If that’s you, and you’re a student at your school/university/college, then head over to the STUDENT LOGIN [https://support.apposite.com.hk/Knowledgebase/Article/View/student-login] article for so...
PaperCut MF supports optical character recognition (OCR), blank page removal, despeckling, and deskewing as part of PaperCut Document Processing feature. This function can either be performed by a service hosted in the Cloud, or by a component that can be...
PaperCut has special DEBUG OPTIONS which cause PaperCut to produce a very detailed text log of activity. The log allows our Support Team and Developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Enabli...
As of version 18.2.4, the PaperCut NG and PaperCut MF installer wizard for Windows automatically produces a setup log file. If your upgrade or installation on a Windows server encounters an issue before the installer reports completion, this log file migh...
This article applies to the Linux and Mac versions of PaperCut. UNIX command-line experience is required. PaperCut support may ask for an LDAP schema data to diagnose complex LDAP issues. The following commands can be used to produce a file with LDAP inf...
PaperCut has special DEBUG OPTIONS which cause PaperCut to produce a more detailed text log of activity. The log allows our Developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Enabling debug logging ...
From time to time, PaperCut Technical Support will request additional logs from the CUPS printing environment found on many Linux servers, clients and Mac environments. This will aid PaperCut in diagnosing issues that you may have. This KB article is best...
PaperCut NG and PaperCut MF have special debugging options which allow the software to produce a highly detailed text log of application activity. These logs allows support engineers and developers to inspect the internal workings of the PAPERCUT APPLICAT...
The PaperCut LPD Service has special DEBUG OPTIONS which cause the service to produce a detailed text log of activity. The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Enabling ...
PaperCut has special DEBUG OPTIONS which cause PaperCut to produce a detailed text log of activity. The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Enabling debug logging is on...
PaperCut has special DEBUG OPTIONS which cause PaperCut to produce a detailed text log of activity. The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Enabling debug logging is on...
PaperCut has special DEBUG OPTIONS which cause PaperCut to produce a very detailed text log of activity. The log allows our Support Team and Developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Enabli...
PaperCut has special DEBUG OPTIONS which cause PaperCut to produce a detailed text log of activity. The logs allow our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Enabling debug logging is us...
PaperCut has special DEBUG OPTIONS which causes PaperCut to produce a detailed text log of activity. The log allows our developers to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Enabling debug logging is o...
_“I’ve been asked to enable SSL debugging by a member of the PaperCut Support Team. I’ve looked everywhere, how am I meant to do that?”_ From time to time the PaperCut developers may call on the PaperCut Support Team to enable Java SSL debugging in a Pap...
Sounds simple until you try ;) There does not appear to be a way to filter the Windows Event Log by IP address using the FILTER tab (the GUI options). Rather, you must use the XML tab and write your own query. On the XML tab, first enable the option EDI...
By default, print jobs on Windows Server are not logged in the Windows Event Viewer, but can be extremely helpful when trying to troubleshoot issues that rely on tracing a job from the start to finish of it’s print trip! It can also be useful to assist wi...
The Print Archiving [https://www.apms.com.hk/en/tour/print-archiving/] feature in PaperCut gives administrators the option to archive printed jobs in the PaperCut Administration Console. While re-printing PostScript, PCL5, PCL5e, PCL6, Canon UFR, etc. can...
How to resolve Sharp embedded error 5000 "processing is in motion" When setting up PaperCut's embedded copy tracking for Sharp devices and changing settings via the device's web admin interface, you may see the following error message: "ERROR[5000]:...
The PaperCut Support team recently came across this error when a customer was Up Sizing [https://www.apms.com.hk/product/ng-mf/manual/common/topics/ext-db.html] their PaperCut installation to use an external Microsoft SQL database [https://www.apms.com.hk...
LPR connections to Windows print servers are useful in organisations running Unix/SAP/enterprise systems that generate printing that should be tracked through PaperCut, where those systems cannot connect to Windows print queues via normal SMB. Commonly...
If you’re having problems of any nature, often the PaperCut system logs can assist with diagnosis. Log error messages often given an indication of: * The type of error, * suggestions on what might be causing the error, * and in some cases even reco...
_“Help! I’m a PaperCut Administrator and I’ve noticed that some print jobs seem to show up twice in the Job Log. Why does this happen and how can we prevent it?”_ WHY WOULD PRINT JOBS BE LOGGED TWICE IN PAPERCUT? We have heard of rare cases where ‘doubl...
This page discusses any known or current issues with PaperCut's print archiving, content capture, and print job viewing feature. The status of PaperCut core features as well as known issues with the 3rd party viewer software such as Ghost Trap [1] and ...
THE PROBLEM: After checking the settings at _Options User/Group Sync_, users are being imported successfully but no groups appear for import via _Groups Add/Remove Groups_. MISMATCHING LDAP SCHEMAS PaperCut looks up groups by finding objects that con...
During late 2012, PaperCut Technical support and a customer ran into an obscure issue where print jobs could occasionally become stuck or error in the print queue. To clear these, restarting the Windows Print Spooler service and PaperCut Print Provider...
When populating printers from the PaperCut Print Provider, printers will be prefixed with the machine name, even if the printers are on the same system as the Application Server. In this list the printer names will appear as server-name\printer1. A Paper...
_“Help! I’m a Systems Administrator of PaperCut, and I’ve run into a problem where my held print jobs in PaperCut are being routinely lost from my Linux Print Server. Every day (or week) I notice that the print jobs that were held in my queue(s) are no lo...
_Help! Our PaperCut server is failing to start, and when we try to log into the browser we see an error message that mentions MapDB. What does it mean and how can we fix this?_ If you’re encountering this problem you may see one of these errors when tryi...
You may receive this error message when using the keytool argument of -keysize keytool error: java.lang.IllegalArgumentException: Modulus size must range from 512 to 1024 and be a multiple of 64 By default the keytool that is provided with PaperCut will...
I’VE INSTALLED PAPERCUT ON A MICROSOFT CLUSTER AS PER THE USER MANUAL, BUT NONE OF THE PRINTERS SHOW UP IN PAPERCUT. WHAT’S WRONG? _A:_ The most common cause of this problem is the _PaperCut Print Provider_ (the service installed as part of a secondary p...
When setting up PaperCut's Email Notifications [http://www.apms.com.hk/product/papercut-ng/manual/ch-sys-mgmt-sys-nofications.html] customers may experience an issue when using some types of Antivirus/Malware software that intercepts SMTP connections. E...
PAGE COUNT PROBLEMS AND HOW TO RESOLVE THEM PAPERCUT IS LOGGING PRINT JOBS, BUT THE NUMBER OF PAGES (OR ANOTHER ATTRIBUTE) IS NOT CORRECT. WHAT SHOULD I DO? We recommend you try the following problem resolution actions in this order, testing after ...
Try the following problem resolution actions in this order, testing after each step to see if it has resolved the issue: 1. If the print server is running Windows, try turning off 'Enable Advanced Printing Features [http://support.apposite.com.hk/Knowle...
A host-only driver is a driver that does not support printing via a print server. Instead it only supports direct printing from the workstation to the physical printer. In summary, printers using these drivers cannot be shared over a network using standar...
There have been a few reports of customers running a combination of 32-bit Linux virtual machines with smaller amounts of system RAM having problems starting later versions of the PaperCut NG or PaperCut MF Application Server. This appears to be limited t...
The PaperCut user client is used to: * Deliver notifications/messages for denied print jobs, jobs held in the release station, etc. * Display print job popups for account selection or print confirmation. * Display print job popups as directed by pr...
Your PaperCut admin interface won’t load! You’re getting some sort of error, and you’ve taken to the web to find the answer! You’ve come to the right place. If you are a student, employee, or anyone who is not the PaperCut server administrator, we recomm...
Some PaperCut customers have reported pages being printed blank or light gray when watermarking is enabled on certain PCL5 printers. We belive this is due to problems with setting gray levels in PCL5 macros on these printers’ PCL5 interpreters If you se...
_Help! My users are able to print successfully, but their print jobs jobs aren’t getting tracked in PaperCut at all - what’s going wrong?_ There are various scenarios that could lead to PaperCut being unable to monitor users print jobs. Below are some tr...
The PaperCut Mobile Client [http://www.apms.com.hk/product/papercut-ng/manual/mobile-client.html] (iPhone/iPad App) uses the originating IP address to identify the user when printing from an iPhone or iPad. If you are accessing the PaperCut server via a p...
_“Help! I’m a PaperCut Systems Administrator and we’ve noticed that our print jobs are not being paused and instead are being sent directly to printers. Why does this happen and how can we fix it?”_ There are many reasons why print jobs might not be held...
“_Help! Our print jobs appear to be stuck the status ‘Sent to printer’ on our Windows print server! What should we do?”_ WHAT DOES “SENT TO PRINTER” MEAN? Normally when a job is printed from the Windows, the status will briefly change to ‘Sent to printe...
_“Help! I’m a print server administrator and we’re seeing reports that print jobs will fail to print, and when we look at the Windows print queue the last two jobs seems to be stuck with a status of “Printing” and “Paused - Spooling”. Why does this happen...
PaperCut reports a single paper size, or in some cases page dimensions, for each print job. The vast majority of print jobs have all pages the same size. However some print jobs have pages with different paper sizes. In print jobs with multiple page s...
MY WINDOWS SECONDARY PRINT PROVIDER FAILS TO CONNECT TO THE APPLICATION SERVER AND I GET THE FOLLOWING ERROR MESSAGE IN THE PRINT PROVIDER LOG: Sep 02 12:24:41 DEBUG: Error initiating connection - The requested address is not valid in its context. (Error...
_“Help! I’m a PaperCut admin, and I don’t see any new printers even after running the Windows Mobility printer installer successfully! What could cause this problem?”_ Every once in awhile, we hear about users running the Windows Mobility printer install...
PaperCut tech support sometimes requests print-to-files [https://support.apposite.com.hk/Knowledgebase/Article/View/providing-a-print-to-file-as-requested-by-support] to help diagnose problems with page analysis or watermarking. PaperCut developers run th...
With the release of Windows 10, there has been an increase in customers using Windows 10 Store Apps such as the Edge browser. Windows 10 Applications are those which can be obtained from the Windows Store, such as Microsoft Reader, the Edge browser, OneNo...
There are two ways of selecting grayscale when printing to the PaperCut Global Driver from Adobe Reader. The method in the top screen shot sets grayscale. This is the PRINT IN GRAYSCALE (BLACK AND WHITE) checkbox in the main print dialog. “” The method...
If after installation you cannot access the PaperCut administration interface it's possible that the PaperCut Application Server service has not started for some reason. First check the "PaperCut Application Server" service in the Windows control pa...
_“Help! The web interface of the PaperCut server won’t load, and nothing seems to be working at all. How do we figure out what’s stopping our PaperCut server from starting?”_ WHAT DO WE MEAN BY “THE SERVER WON’T START”? This simple phrase can mean a lot...
If you’re starting the user client, and you’re seeing an error referring to the local cache, take a look here to see if one of the resolutions below can help! TIP: If you’re seeing mysterious behavior with the User Client, but not getting any error messa...
HOW TO SUBMIT A “PRINT TO FILE” TO THE PAPERCUT DEVELOPERS. A “Print to file” allow the developers to inspect the raw printer data sent to the printers as produced your particular driver and network environment. IF THE PROBLEM RELATES TO A PAGE COUNT IS...
Providing Error dump files to support Error dump files help the developers to track bugs in PaperCut. These files allow them to inspect the internal workings of the PaperCut application and pinpoint the cause of problems. Sending these files is only ...
_IF YOU’RE LOOKING FOR ANSWERS TO QUESTIONS ABOUT DATA DISCREPANCIES IN THE REPORTS, AN EXPLANATION ABOUT PAGE COUNTS, OR DIFFERENCES IN PAGE COUNTS / USER DATA BETWEEN THE DASHBOARD AND THE REPORTS, THEN PLEASE TAKE A LOOK AT THE REPORT DATA FAQS [https:...
This article explains how to report cases where PaperCut watermarks [https://www.apms.com.hk/product/ng-mf/manual/applicationserver/topics/printer-watermarking.html] do not print on one or more pages in a document or where printing watermarked documents g...
NOTE: If you’ve arrived at this page because you use PaperCut at your SCHOOL / UNIVERSITY / COLLEGE, and you’re having issues logging in, then it’s worth contacting your local IT department first. * WHY? While we create the PaperCut software, organiza...
PaperCut has a built in administrator account (called “admin”) that is available even if a connection to the domain / directory cannot be established. The default username for this account is admin, and the password is set during the setup wizard when the...
Some customers running the PaperCut User Client on linux with various versions of Oracle Java and OpenJDK users have reported an error of: “AN UNEPECTED ERROR HAS OCCURRED: ASSISTIVE TECHNOLOGY NOT FOUND: ORG.GNOME.ACCESSIBILITY.ATKWRAPPER” If you have ...
PaperCut has an option to save spool files which give abnormal page counts so they can be sent to the PaperCut Support team. This option is enabled when print provider debug logging [https://support.apposite.com.hk/Knowledgebase/Article/View/how-to-enabl...
PaperCut Software attempts to maintain basic backwards compatibility with the secondary server. This means you can upgrade your primary server, and stagger the upgrade of secondary print servers. However, you cannot run a secondary server version that is...
I've set up a secondary server and the printers are not showing up in the PaperCut Admin Console under the Printers tab, or jobs are not showing up in the job log for that printer. What can I check? CONFIRM CONNECTIVITY: 1. From the secondary server, ...
With more and more Windows RT devices being used in organizations, customers are taking advantage of new and innovative tools. As a result, PaperCut technical support is fielding a few questions from customers about how to print with Windows RT and how to...
The memory requirements for server-command to run are quite minimal with the exception of the snmp-tool as discussed here [https://support.apposite.com.hk/Knowledgebase/Article/View/troubleshooting-when-the-toner-status-is-missing-or-incorrect]. In certa...
_“Help! I’m a print server administrator and I’ve noticed that not only are documents slow to print, but it’s really slow to connect to a shared Windows print queue on our server. Why does this happen and how do we fix it?”_ We’ve seen this issue happen ...
When PaperCut NG tries to deliver email notifications and/or reports, the following error can occur when there are problems connecting to the SMTP server. NOTE: THE USE OF “SMTP.SERVER.NAME” IN THIS ARTICLE IS A PLACEHOLDER. PLEASE USE YOUR SMTP SERVER A...
PAPERCUT IS RAISING A MESSAGINGEXCEPTION OR SOCKETEXCEPTION WHEN AN EMAIL NOTIFICATION IS SENT. THE EMAIL NEVER ARRIVES. WHAT SETTINGS SHOULD I CHECK? The error indicates that the remote SMTP server (your mail server) is either not accepting or is rejec...
THIS ARTICLE IS ONLY APPLICABLE IF YOU ARE RUNNING PAPERCUT NG/MF VERSION 18.1.3 OR 18.1.4. If you are running an older version of PaperCut and seeing the error below please see the following article on Sonic Wall’s website [https://www.sonicwall.com/en-u...
WHAT IS A TYPE 4 DRIVER? Type 4 drivers were introduced by Microsoft with Windows Server 2012 and were intended to replace the default drivers bundled with the Windows operating system. Unfortunately, there are a few issues customers have reported when u...
To support watermarking on a wide range of print and copy devices PaperCut will utilise common in-built fonts on the print devices themselves. This means that the languages (character sets) are limited to ASCII characters. UTF-8 languages such as Chinese...
Some of our users have reported running into strange problems with fresh installs of a PaperCut Application Server or Secondary Server on their Mac OS X machines. As soon as the PaperCut Print Provider starts monitoring the printers on their servers, all ...
_“Help! I’m a PaperCut administrator and we’ve had reports of users’s jobs not printing, or printing but not charged to the correct account If we look in the job log or application log we see usernames listed that are clearly the names of Windows workstat...
“_Help! When I try to set up a printer with the PaperCut TCP/IP Port to enable Hardware Page Count I end up seeing an error message that “The specified port cannot be added. The system cannot find the file specified. What does this mean?”_ WHY DOES THIS ...
_“Help! I’m a PaperCut systems administrator and my users are reporting that they see an error message “The user client is already running. Only one instance of this program can run at the same time.” Why does this happen and how can we prevent it?”_ NOT...
On Windows, PaperCut NG and PaperCut MF rely on the Windows Time Zone settings to determine the correct time zone. If this is set incorrectly then the print and application logs will report incorrect times (e.g. all out by a constant interval of time). F...
Print drivers can cause failures in the Windows Print Spooler and PaperCut Print Provider services as well as applications when calling into print driver methods. If there is a dialog message stating “’Application Name’ has stopped working” or an expected...
_“Help! My users can’t log into the PaperCut User Web Interface, Client, or Mobility Print using their Active Directory Domain credentials, but internal user accounts can sign-in just fine. What’s going on?”_ Note: for a more general FAQ on PaperCut and ...
_“Help! We’ve set up Find-Me Printing in our print environment but we’re seeing print jobs disappear when users try to release them! Why does this happen and how can we fix it?”_ PaperCut’s Find-Me Printing [https://support.apposite.com.hk/Knowledgebase/...
PaperCut NG/MF can be configured to send notifications over email using the Simple Mail Transfer Protocol (SMTP). These settings are configured on your PaperCut server in OPTIONS > NOTIFICATIONS. The how-to of configuring these settings is explained in ou...
The PaperCut Global Print Driver is a standards compliant PostScript driver developed to produce PostScript output that is as widely compatible as possible. The PaperCut server software works transparently in conjunction with the driver to apply vendor-s...
_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 [https://www.apms.com.hk/product/...
_“Help! I’m a PaperCut administrator and users are reporting that they don’t see any print jobs to release (because they are associated with the wrong user account), or jobs have printed but they were logged/tracked as printed by the wrong user. What shou...
_“Help! Print jobs from our workstations don’t actually print. What should we check?”_ This is a bit of a mammoth article, but hopefully it gets you immediate help in figuring out ‘where have my print jobs gone?’ This will take you through in-depth trou...
_“HELP! I’m a PaperCut system administrator and our Site Server is unavailable! What could be wrong?”_ Site Servers are great, because even if your main Application Server goes offline your regional offices can carry on printing….. BUT, what do you do if...
_“Help! PaperCut is reporting an incorrect number of color or grayscale pages for a print job. How should we go about troubleshooting this?”_ Try the following problem resolution actions in this order, testing after each step to see if it has resolved th...
Out of the box, PaperCut NG/MF will analyze the spool files of print jobs as they pass through a print server to determine the total number of color or grayscale pages, but what if the copier jams and the document is only partly printed? The result might ...
PDL transforms is an advanced feature of PaperCut NG/MF, so please read this [https://www.apms.com.hk/product/ng-mf/manual/common/topics/pdl-lang.html] section in the manual to understand how transforms work and how to write a transform. IMPORTANT NOTE P...
“Help! We’re not able to see the Print Archiving Thumbnails in PaperCut. What should we check?” IS PRINT ARCHIVING ENABLED? This feature is not enabled by default and requires the open source software program “Ghost Trap” installed on the Print server. ...
"_Help! I've set up PaperCut Mobility Print and created the DNS records on my server, but devices still can't see the printers on the network! What should I check?"_ NOTE THAT THE TROUBLESHOOTING STEPS BELOW ARE FOR TROUBLESHOOTING PRINTER DISCOVERY IF ...
_““Help! Our PaperCut Application server is acting unpredictably, and we see lots of intermittent issues especially during peak usage times; how should we go about troubleshooting this problem?”_ SYMPTOMS OF A PERFORMANCE PROBLEM Slow Printing [https://...
PaperCut can use LDAP to synchronize user and group details from a directory server such as Apple Open Directory, Novell eDirectory, OpenLDAP and even Windows Active Directory (in addition to the native integration when running on Windows). PaperCut perfo...
_“Help! I’m a print server administrator and documents are slow to print. What’s the best way to go about troubleshooting this?”_ This article exists to help you determine where the slowness occurs, explains the most common causes, and how to fix them. ...
_“HELP! I’m a PaperCut system administrator and I’m having issues with our user/group sync from Active Directory! How can I fix it?”_ Importing users & groups from Active Directory is the most popular and widely-used method of managing users in PaperCut ...
“_Help! Our PaperCut server isn’t showing the correct model, serial number, or toner status for our printer. How can we get this working?”_ Out of the box, PaperCut automatically queries networked printers using the SNMP protocol to determine a variety o...
MY PRINTER IS LISTED ON MY SERVER. WHY CAN’T I ADD MY PRINTER TO PAPERCUT? PaperCut can track printing on almost any standard printer setup under Windows - that is printers listed under Start→Settings→Printers on the server where PaperCut is installed. I...
If you're setting up a new Print Server, or adding new Printers to a Mac as per the Add/Remove Printers on Mac [http://www.apms.com.hk/product/papercut-ng/manual/ch-printer-mgmt.html#ch-printer-mgmt-add-remove-printer-mac] documentation: * Ensure that...
UNEXPECTED DELETION OF JOBS FROM PRINT QUEUES - DRIVER ISOLATION MODE IN WINDOWS SERVER 2008 R2 AND WINDOWS 7 As more organizations move towards Windows Server 2008 R2, a recurring problem has presented itself in which jobs will disappear from the pri...
I’VE NOTICED THAT WHEN I ADD THE PAPERCUT CLIENT (PC-CLIENT.EXE OR PC-CLIENT-LOCAL-CACHE.EXE) TO MY LOGON SCRIPT IT ALWAY EXITS A FEW MOMENTS AFTER LOG ON? This may be caused by running your Active Directory Logon script synchronously. The group policy o...
Quite often our customers will want to use “start” in a batch file to start the PaperCut User Client or perhaps perform an Automated & Silent PaperCut Secondary Server installation [https://www.apms.com.hk/product/ng-mf/manual/common/topics/secondary.html...
There are rare occasions where PaperCut may not behave as expected or stop responding in such a way that the actual problem is not written to the debug logs. During these rare occasions support may ask you to take a _SNAPSHOT_ and send it to us. The Snaps...
VIRTUAL QUEUE ISSUES PRINT JOB OPTIONS ARE IGNORED ON VIRTUAL PRINT QUEUES When you choose to print multiple copies, duplex or other options on a print job sent to a virtual queue, the print job might print without these options, i.e. single copy, si...
SUPPORTED PRINT LANGUAGES The Watermarking feature in PaperCut NG/MF generally works with standard print languages such as PostScript, PCL5, and PCL6. However, there are a few rare cases where watermarking doesn’t work as intended even when using one of ...
_“Help! I’m a PaperCut Administrator and my users report a specific error message when they try to submit print jobs through Web Print. What does this Status message mean and how do we get documents printing?”_ PaperCut’s Web Print [https://www.apms.com....
We have seen some behavior in the Web Print environment whereby PDF documents will not successfully print if printers are being shared using Samba, and Web Print is installed on a Windows based operating system. This is due to the way Novell and Samba wo...
PaperCut’s Web SSO functionality (see SSO chapter in manual [https://www.apms.com.hk/product/ng-mf/manual/common/topics/sso.html]) is compelling and in the case of Windows Authentication, easy to implement. But the technology underlying SSO is complex an...
Some users report seeing document names logged in PaperCut NG or PaperCut MF which don’t line up with the name of the document as was originally printed. For example, a document name might show as Remote Downlevel Document, or be prepended by something li...
We have an alternative to Google Cloud Print, check out PaperCut Mobility Print [https://www.apms.com.hk/product/mobility-print/manual/]. It provides you a simple way to print from your Mobile & BYOD devices like iOS, Android, ChromeOS, Windows and MacOS....
iPrint notifications stating print jobs sent to virtual queues have been canceled are not unexpected behavior since PaperCut is “canceling” the job by moving it from one queue to another. You can disable these notifications for the iPrint client. * PRIN...
_“Help! The web interface of the PaperCut server won’t load, and nothing seems to be working at all. How do we figure out what’s stopping our PaperCut server from starting?”_ WHAT DO WE MEAN BY “THE SERVER WON’T START”? This simple phrase can mean a lot...
_“Help! When users print through Mobility Print the job owner is “SYSTEM” instead of the actual username. Why does this happen and how can we fix it?”_ We’ve heard of this happening with very specific drivers (in particular the Canon Generic PCL6 driver ...
PaperCut likes to allow it’s users to make decisions as quickly as possible. One of these decisions is the Shared Account Selection Popup [https://www.apms.com.hk/product/ng-mf/manual/applicationserver/topics/account.html]. In many cases the Account Sele...
The PaperCut User Client [http://www.apms.com.hk/product/papercut-ng/manual/ch-user-client.html] could be running slow for one of the following reasons. Please take some time to investigate these issues in order: DNS SETTINGS The USER CLIENT software u...
The PaperCut User Client has the ability to remember your identity when using an Unauthenticated Computer such as a Laptop or Workgroup machine. This makes it quick and easy to see your balance. If however there are multiple users for the machine, you ma...
ON WINDOWS WHEN I TRY TO EXIT THE CLIENT I RECEIVE A MESSAGE: THE APPLICATION CANNOT BE CLOSED, BECAUSE IT IS REQUIRED TO PERFORM PRINTING ON THIS NETWORK. WHY? This message is displayed when user interaction via the User Client tool is required before ...
WHY IS WINDOWS PREVENTING ME FROM INSTALLING PAPERCUT, AND WHAT CAN I DO ABOUT IT? NOTE: this article refers to installing the full PaperCut Server product. If you’re from a school / college / university and are looking to find how to login [https://supp...
_“Help! I’m a PaperCut system administrator and my users say that they aren’t seeing their print jobs available to release. When I look in the PaperCut logs I also see a message that the print jobs “have been temporarily hidden from the Print Release scre...
You can sometimes come across this error if you’re trying to install the user client [https://www.apms.com.hk/product/ng-mf/manual/clienttool/topics/user-client-install-windows.html]. Specifically this is normally seen when trying to use one of the method...
Jobs released all-at-once with the release station’s “Release All” function are released into the corresponding Windows print queue in their original order [https://support.apposite.com.hk/Knowledgebase/Article/View/batch-printing-and-the-popup-and-hold-r...