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Users can’t install the PaperCut Printer app

This page applies to:

If you are a PaperCut Hive or Pocket administrator and your users can’t install the computer app to add the PaperCut Printer, here are some things that you can try.

Unable to download installer

If the user receives a browser error message stating “This site can’t be reached,” it might be due to a Content Filter or another security appliance blocking the URL for the installer.

To resolve this, ensure that all the ports and URLs needed for PaperCut Hive and Pocket to work are accessible from your network, as documented in our Pocket and Hive System Requirements , including:

User Account Control popup is displayed when attempting to install

When running the PaperCut Hive or Pocket Setup manually, Windows users will see a User Account Control popup that says “Do you want to allow this app to make changes to your device” and will be asked to enter local admin credentials.

Users with local admin rights can right-click and choose “Run as administrator”.

If users in your organization do not have local admin rights, consider using your admin powers to deploy Pocket/Hive to managed computers .

Unable to execute file - Windows

Error: Unable to execute file in the temporary directory. Setup aborted.” Followed by “Error 1260: This program is blocked by group policy. For more information, contact your system administrator.

Confirm that the installing user has access to the directory. This is the local app data path for the user that PaperCut Hive and Pocket use to store some files during the installation. This directory is sometimes blocked by Group Policy.

Note: Do not sign in as a different user with admin privileges to get rid of this error, as that will cause the PaperCut Printer to be associated with the wrong user.

Installer failed to set up the user’s computer

Error: Installer failed to set up your computer. Open your invite email to download a new installer, or try again.

This could be caused by the user trying to install with an outdated installer or trying to reuse an installer. The link to download each installer contains a unique token for each user and can’t be reused.

To fix this, make sure the user is using their unique installer by sending them a new link:

  1. Log in to the PaperCut Hive admin console.
  2. Click Users, then click the three dots ** ** above the user in question.
  3. Click Reinvite to send a new invitation link to the user.

If you want to deploy the installer in bulk, refer to Pocket and Hive Bulk Deployment Best Practices.

Some or all of the required ports are in use

**Error:**There is a problem in installing PaperCut Hive because some or all required ports are in use. The conflicting programs are…

To fix this, close the program mentioned in the error message and re-run the PaperCut Hive or Pocket installer.

PaperCut Pocket/Hive Installation Failed

Error: An error has occurred when trying to set up. Open the Knowledge Base article for possible solutions.

This has multiple potential causes, which we discuss in detail in  Failed to install the PaperCut Printer error message .

The PaperCut Printer never appears

If the installation seems to be successful but the PaperCut Printer never appears in Printers & scanners page, it could be due to:

  • Port 9265 is being used by another application
  • Port 9265 is not open between the print client and the edge node
  • The Internet Printing client is not installed
  • BitDefender might be deleting printers (if you are on a public network)

For details on how to fix this error, refer to  Printers disappear after running the Windows PaperCut Pocket/Hive printer installer .

Printer Properties cannot be displayed

Error: When opening the Printer Properties dialog box, the Printer properties cannot be displayed error appears.

For details on how to fix this error, refer to  “Printer properties cannot be displayed” error message with PaperCut Pocket & Hive .

Further troubleshooting

If you have further questions or problems about installing the computer app, contact our Support Team .