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Why can’t I find my printer in the Pocket/Hive admin console?

There are a few reasons why a printer might not be listed in your admin console, and we’ll discuss these in this article. The main reasons relate to your configuration of the search criteria in Pocket/Hive, the network connectivity in your environment, and the different ways that printers are discovered…. so let’s dive in!

Check the printer discovery settings

You control how PaperCut Pocket and Hive search for your printers by setting the discovery options. These options need to be configured correctly for your environment, especially if changes have been made from the defaults.

To start your troubleshooting, in the admin console go to Configure > Easy Print & Scan > Administrators > Auto Printer Discovery. This page contains your settings for printer discovery.

Each of the sections on this page is described below.

When should we search? 

It might be that PaperCut Pocket or Hive is not configured to automatically discover your printers. Printer discovery can run on a Scheduled basis, or on an On Demand basis - meaning that printer discovery might only occur when you manually run it.

On Demand is usually the best option because it ensures you have control over the discovery process and don’t end up discovering unwanted printers.

Try the following:

  • If printer discovery is set to On Demand, scroll down the page and ensure that all parameters for the search are up to date and correct. Then press the green Discover Now button.
  • If your printer discovery setting is set to Scheduled, then by default it can take up to 60 minutes for a new printer to be automatically discovered, due to the frequency that the automated discovery processes are run. So you might just want to wait… For the impatient among us, though, you can run a manual printer discovery process immediately by clicking the green Discover Now button.

Discover new printers using

You have the option of searching for printers using either Super & standard edge nodes or Super nodes only. Whichever option you choose, ensure that the edge nodes meet the system requirements in order to connect with the printers on the required ports and protocols.

Search in

By default, PaperCut Pocket and Hive look everywhere they can to find your printers. However, if this section has been changed to limit where printers are searched for, it might be that your new printer falls outside of your printer discovery search criteria.

Make any adjustments in this section to ensure that Pocket/Hive is searching in all the right places for your printers.

Filter

Your printer discovery might be limited to only discovering printers of certain brands. If you are using this option, check to make sure that it includes all the brand names of the printers that you want to use in Pocket/Hive.

Action

This option relates to how printers are handled after they are discovered, not whether they will be discovered or not. So for ‘missing printer’ problems, you can ignore the Action section.

Ignored printers

It might be that PaperCut Pocket or Hive has discovered your printer, but you have previously marked it as a printer to be ignored. Ignored printers aren’t displayed in the Printer list.

To view your ignored printers and restore them to your Printer list:

  1. In the admin console, go to Manage > Printers.
  2. Click the filter option next to the search bar and change the Search in: filter to Ignored.
  3. Click Apply. This shows you all of your previously discovered printers that are currently being ignored.

To restore a printer to the Printer list and the discovery process, click on the 3 dots menu next to the Ignored printer and click Restore.

Picture showing the Ignore printers filter

Ignoring a printer is based on printer attributes that create a “Thumbprint”.

What is included in the Thumbprint?

  • Serial Number
  • MAC Address
  • Make and Model and some other attributes

What is not included in the Thumbprint?

  • IP Address

This is why if you change the IP address of the printer, and have ‘ignored’ the printer, the printer will not be re-discovered by PaperCut Pocket or Hive.

Check network connectivity

Unsurprisingly PaperCut Pocket and Hive require network connectivity to the printer so it can be discovered. Not just any network connectivity will do, though. 

Our system requirements page explains that printers require SNMP and IPP connectivity from your edge nodes to your printers - that’s ports 161 and 162 (SNMP), and port 631 (IPP/IPPS) to you and me. So ensure that these ports are open between your edge nodes, your network, and your printers.

For IPP/IPPS, sometimes ports 80/443 are used, but generally these are open on all networks anyway.

  • HTTP/IPP on port 631 (or sometimes 80, or 443 depending on the printer)
  • SNMP v1/2 on port 161 and 162 with ‘public’ community

Our SNMP article makes clear the requirements for your SNMP configuration, and also some tools to test connectivity.

Print Queues vs IPP

The Printer Discover page explains that PaperCut Pocket and Hive attempt to use print queues and IPP in order to discover printers. So if you’re having trouble discovering a printer, and you haven’t already done so, try setting up a print queue on an edge node (maybe a Super Node) and see if the printer is discovered after doing that. If it’s discovered, it likely proves a network connectivity issue with that printer from the Edge Mesh.

When all else fails…

If you have worked through all of the suggestions in this article, you’ve read through the linked content, and your printer continues to be missing, then it’s probably time to escalate the issue to the experts.

With support from your PaperCut Pocket/Hive Partner, please manually run the printer discovery process (as outlined in this article), and when pressing the Discover Now button, make a note of the edge nodes that you select to perform the discovery and the date/time it’s performed. Then grab a copy of the Edge Node logs from the relevant nodes, and send them to PaperCut Support along with all the details.

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