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Troubleshooting issues with the installation, configuration and printing workflow

This page applies to:

Every system has its roadblocks. Sometimes it’s the network, sometimes it’s the clients that you’re installing on. There are a few points where you might experience policy or configuration conflicting with the use of your PaperCut Pocket or PaperCut Hive system.

First thing’s first - if you’re a user and you’re having a hard time with your PaperCut Pocket or PaperCut Hive experience, reach out to your organization’s IT Support - feel free to send them this article to get them pointed in the right direction!

In general, if you experience issues, you’ll notice them during one of the following areas of use:

Illustration showing the different stages of printing, including installing the software, discovering printers, submitting your print job and releasing your print job.

Some areas where printing can go wrong, from the software installation through to releasing your print job.

This topic covers troubleshooting for

  • Installation problems  - Issues with the installer program and any other machine issues when installing the printer software.

  • Finding and discovering your printers - Issues you may see when trying to get all your printers showing up in PaperCut Pocket or Hive.

  • Printing documents - Identifying what can go wrong when printing from your device.

  • Releasing print jobs at the printer - What you can check if your job doesn’t come out of the printer.

  • Queues and drivers - Fixes for all manner of potential print queue and printer driver problems.

  • The Super Node is offline - Troubleshooting steps if one or more of your Super Nodes are showing offline.

  • Embedded app not connecting - Problems between the PaperCut Hive MFD (Multifunction Device) embedded application and the PaperCut Cloud Services.

  • Users can’t install the PaperCut Printer app - When users can’t install the computer app to add the PaperCut Printer.

  • Email delivery - For resolving common email delivery issues.

  • Users are unable to print with Chromebooks:

    When attempting to print a page using the PaperCut Hive / Pocket Chromebook extension, users may experience a spinning loading bar after clicking “print this page”, being left unable to choose a destination print.

    If this is occurring then it can likely be resolved by going to the Google Admin portal > Click on Devices and on the left > click Chrome > then settings > Users & Browsers and there is a setting under there for print preview.
    Make sure “Use default print behaviour” is selected in the Google Chrome settings for “Print preview default”.

It also covers how to use important troubleshooting tools: 

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