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Troubleshooting PaperCut Hive and Pocket printing

This page applies to:

PaperCut NG PaperCut MF PaperCut Pocket PaperCut Hive

Last updated May 8, 2026

This article is a starting point for diagnosing common printing problems with PaperCut Hive and PaperCut Pocket. Use it to identify where your issue occurs and find the right resource to fix it.

Printing with PaperCut Hive and Pocket involves several stages: installing the app, discovering printers, submitting a print job, and releasing it at the printer. Because problems can occur at any stage, identify the specific failing step before you start troubleshooting.

Trouble installing the app

Setting up PaperCut Hive or Pocket starts with installing the computer app, which installs the PaperCut Printer on your device. If you encounter errors during this process, see Troubleshooting installation problems.

App installed but no PaperCut printer

Once the app is installed, the PaperCut Printer should appear in your Printers & Scanners list. If it does not appear, or if it appears briefly and then disappears, the cause is usually a port conflict, a missing Windows feature, or security software removing the printer after installation. For details, see Printers disappear after running the Windows PaperCut Pocket/Hive printer installer.

After sending a print job, it should appear for release at the printer or in the mobile app. If it does not appear, the issue is likely in how the job was submitted, meaning it may not have reached PaperCut Hive or Pocket. For more information, see Troubleshooting Hive and Pocket print submission problems.

In some cases, the job is visible in the queue, but when you release it, nothing comes out or the job disappears without printing. This can happen if the printer is out of paper, jammed, low on toner, or if its IP address changed. It can also occur if there are no available Edge Nodes able to deliver the job. If the job appears to release successfully but still does not print, check the Job Trace for errors.

If a print job reaches the printer but the output is incorrect, the cause is almost always a driver mismatch or incompatibility. Switching to the manufacturer’s recommended driver resolves most output issues, including wrong orientation, incorrect paper size, or blank pages. While PaperCut Pocket and Hive allow admins to deploy custom drivers, they may not be compatible with every printer.

For help choosing a driver, see Choosing the Best Driver for PaperCut Pocket and Hive.

If the printer is outputting symbols or unreadable characters, see Stop your printer from printing random gibberish or symbols.

Slow printing

If a print job reaches the printer but takes a long time to start or complete, there are several possible causes. Most slow printing issues are not caused by PaperCut itself. Common causes include:

  • Mechanical issues or hardware limitations
  • Large file sizes that require more processing time
  • Slow or congested network connections
  • Performance issues with certain Edge Nodes

To determine if PaperCut is the cause, try printing directly to the printer’s IP address to bypass PaperCut entirely. If the direct print is also slow, the issue lies with the network, driver, or printer hardware.

If you’ve worked through these steps and the issue persists, contact your PaperCut partner for further assistance.

Further troubleshooting

If you worked through the relevant sections above and the issue persists, your PaperCut partner is your next point of contact. They have hands-on experience with PaperCut deployments and can assist with complex or environment-specific problems. See Contact tech support.

When raising a support request, provide the following information to help your partner or PaperCut support diagnose the issue:

  • Job IDs for affected print jobs: These allow the support team to run a Job Trace to see exactly where a job stalled or failed. You can find Job IDs in the admin interface, either in the URL or at the bottom of the Job Details page. For more information, see How to find a print job ID.
  • The number of affected users: Specify if the issue affects one user, a subset, or everyone.
  • The start time of the issue: Note when the problem began and if any changes occurred around that time, for example, updates, network changes, or new hardware.
  • The device type: it helps us to know if the user is printing from Windows, macOS, Chrome, Android, or iOS.

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