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Troubleshooting print queue and driver deployment

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When the system you want to upload a driver from isn’t shown

When following the steps to upload a print queue and driver (as described in Deploying your queue and driver ), a list of computers is shown to upload a print queue from. If the system you’re looking for isn’t listed, consider the following.

Is the system online and running the edge node software?

Only systems running the PaperCut Pocket or Hive client edge node software are displayed. They must also be currently online (not powered off / sleeping).

If you’re not sure if the client software is installed, try re-installing it.

Was the correct platform/OS selected?

You can choose to add a driver for Windows or macOS. For example, if you choose to add a Windows driver, only systems running Windows are displayed.

Can the system connect to PaperCut’s cloud services?

If the system cannot connect with PaperCut’s cloud services, it may not be receiving the message that tells it to provide its list of print queues.

The simplest way to determine this is to check whether you can print and release jobs using the default PaperCut Printer queue. See Troubleshooting > Sending the print job for assistance.

When the print queue to copy isn’t shown

When following the steps to upload a print queue and driver (as described in Deploying your queue and driver ), and the system to upload the queue from has been chosen, a list of print queues is shown. If the print queue you have just created isn’t listed, consider the following.

Was the queue created as a direct, TCP/IP connection?

Only print queues that use a direct connection to the printer, using TCP/IP (port 9100) are shown. If you created the print queue using a LPR/LPD or IPP connection, it will not be shown. See Preparing a print queue and driver > 2. Create a print queue for details.

Can the system connect to PaperCut’s cloud services?

If no print queues are listed, perhaps the system is unable to connect with PaperCut’s cloud services.

The simplest way to determine this is to check whether you can print and release jobs using the default PaperCut Printer queue. See Troubleshooting > Sending the print job for assistance.

To clone a queue on a macOS machine, it must have the otool command line tool installed.

Can you run otool?

Does running otool in a terminal work properly? If not, you can install it by running xcode-select --install which will install command line developer tools.

Have otool but still getting a failure?

Try running xcode-select --reset in a terminal.

When printing defaults aren’t set

When you have created and copied a print queue and are now testing it (or have deployed it), and the default print settings when printing don’t match what you originally configured, consider the following.

Windows system vs user default print settings

Windows has both system-level printing defaults and user-level printing defaults. The system level settings are the ones that apply to all users. If you are familiar with creating Windows printer shares, the system-level settings are the ones that apply to the client systems. These are the ones that need to be set so that they take effect when copying the queue.

The correct location and a screenshot can be found in Preparing a print queue and driver > 3. Configure the queue’s printing defaults .

Something else?

If the default print settings were configured from the correct location, but a setting still isn’t being copied, please get in touch . Include:

  • the driver name and version you’re using
  • the brand and model of printer you used when configuring the print queue to copy
  • the OS type and version you created the print queue on
  • the OS type and version on which you see the issue.

When printing isn’t correct

When you have created and copied a print queue and are now testing it (or have deployed it), but something isn’t right with the print jobs that come out, consider the following.

Was printing correct before copying the queue?

To rule out issues related to the process of copying and deploying the print queue, it is important to know whether or not the queue was working correctly before it was copied! If you’re not sure, consider setting up the queue again as described in Preparing a print queue and driver , and performing some test prints.

If something isn’t working right at this stage, contact your PaperCut reseller or printer vendor for assistance.

Does the problem only occur after copying the queue?

If printing was correct before copying the queue, and the issue only occurs when testing or deploying it, please get in touch . Include:

  • the driver name and version you’re using
  • the brand and model of printer you’re printing to
  • the OS type and version you’re deploying the queue to
  • if you’re feeling especially helpful, enable diagnostic mode , and include the job trace id from Job Log > (select your job) > Diagnostics > View job trace > Copy (at the top).

When the default queue isn’t correct

When you are making changes to the default queue and are not seeing the desired changes reflected on a machine, try uninstalling and installing the PaperCut Pocket or Hive client edge node software. The system assumes clients start off with the default global PaperCut Printer.

Has your PaperCut queue been removed or renamed? Have you changed it to use a manufacturer’s driver?

We recommend clean installation of the PaperCut Pocket or Hive client edge node software which will add the default global PaperCut Printer to the system. You can now use the feature to rename the default queue or make it use a manufacturer’s driver.

In Windows, does it take time for the Print dialog to appear or does the Print Spooler service crash while attempting to print?

Most print drivers are able to communicate with the actual physical printer it is connected to in order to fetch additional printer details. This setting is called ‘bidirectional communication’, and is enabled by default.

In PaperCut Hive, a Find-Me printer does not have a direct connection to any physical printer. Therefore, the driver will eventually fail to communicate, causing delays or spooler crashes.

The Windows OS provides a standard mechanism to configure this feature via the ‘Enable bidirectional support’ driver option. When a Find-Me printer is configured with a manufacturer driver, PaperCut will automatically deselect this option.

Most print drivers honor this setting, but some drivers may have their own unique, non-standard ways to manage communication with the printer. If present, such settings will not be disabled by PaperCut.

If you encounter delays when opening the print dialog, experience issues when printing, or notice crashes of the Print Spooler service, and you have confirmed that the “Enable bidirectional support” is disabled for your Find-Me queues, please contact your PaperCut reseller. They can help determine if additional configuration is required to disable bidirectional communication.

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