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Troubleshooting Mobility Print

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Here’s where you’ll find the solutions for the most common problems with Mobility Print. Start by going through the basic server and client checks below. If they don’t solve your problem, refer to the other troubleshooting pages.

For environments set up to use printer discovery with a known host, follow the basic server and client checks below. For mDNS and DNS environments, follow these basic checks first, then if you need to perform more advanced checks, click the relevant link at the end of the page.

Basic server checks

  1. Log in to the Mobility Print Admin interface.
  2. Click Select Printers.
  3. Verify that the printer is listed and published.
  4. If the printer is missing from the list, set it up on the print server as Local Printer (for example, on Windows, Devices > Printers). Check that it works correctly by printing using a local server application.
  5. Verify that the printer is a Local Printer. Printers that are hosted on another server and re-shared are not published.
  6. Printer names that include a ‘%’ or ‘+’ sign can cause issues, so if the printer name includes one or both of these special characters, you’ll need to rename it. Keep to simple ASCII characters. The new name will take effect when the printer is re-published, which is every five minutes (or immediately if the server/service is restarted).
  7. Verify server connectivity from the client. An easy way to check is to open the Mobility Print front page in a browser (http://<server-name>:9163).

Basic client checks

  1. Ensure the client is on the network (for example, Wi-Fi). Printers are not visible when the client is on a mobile or 4G network.
  2. Verify server connectivity from the client. An easy way to check is to open the Mobility Print front page in a browser (http://<server-name>:9163).
  3. For Android and Windows, try reinstalling the app on the client.
  4. For ChromeOS, try reinstalling the extension on the browser.
  5. Check the client meets the minimum Mobility Print system requirements . For example, Android versions earlier than 4.4 are not supported.

Cloud Print checks

  1. Check whether you are using the correct Mobility Print Chrome extension version.
    1. In Chrome, open chrome://extensions/.
    2. Switch on Developer mode in the top right. The Mobility Print extension version is displayed. It should be 1.1.0 or greater.
  2. Check whether your Chrome app policy has been applied.
    1. In Chrome, open chrome://policy/.
    2. If your policy has not been loaded, make sure you applied the policy to the correct organizational unit (OU) in G Suite, and that the currently logged in user is in that OU. You can also manually reload your policies from this page.
  3. If you have an issue or want to provide feedback, the best thing to do is send us the logs so we can get to understand the problem or behavior.

How to delete a Mobility Print Server from the PaperCut MF Admin Interface

If you have a Mobility Print server that has been uninstalled or is no longer in use and is showing as offline in the PaperCut NG/MF Admin Interface, there are two options to remove this:

  1. The entry in the admin interface will be automatically removed after it has been offline and not heard from for 7 days.
  2. Restarting the PaperCut Application Server Service will remove the entry immediately.
Mobility Print Server listed in the PaperCut MF Admin Interface

Other checks

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