Why is my User Client running slowly?

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The PaperCut User Client could be running slowly for one of the following reasons. Please take some time to investigate these issues in order:

DNS settings

The User client software uses the server-name first to connect to the main PaperCut application server. If that fails, it then tries to connect using the IP address of the server and this process will appear to slow the client.

The server-name is defined in the client’s config.properties file (located under [app-path]/client/[platform]). Please try pinging the DNS server name as defined in the above config.properties from your workstation. If this takes a long time to resolve, then there’s a good chance you’ve identified the cause of your troubles.

If DNS resolution is slow, you can override the server-name by supplying an IP address instead. Simply replace the server-name value with your server’s IP address.

If you have done a local install of the client, re-install the client after editing the file on the server and/or update the local copy of the file on the workstation.

SSL Port

PaperCut uses 9192 as the SSL port. The User client software connects from workstation to server. Please make sure this port is not blocked by firewall or anti-virus software on the server. If the port is blocked or otherwise unresponsive, it might end up slowing the client software. This can be tested by connecting a browser on the workstation to a URL like: https://IP-address-of-server:9192/

Note: Please note that the PaperCut User Client will initially use TCP 9191 before bootstraping itself to TCP 9192 where required. If you have Options → Advanced → Security → “Use HTTPS/SSL if available” enabled, the PaperCut User Client will still need to use port 9191 for this bootsrap process. Do not change the PaperCut User Client to use TCP 9192 initially.

Important: If you have enabled TCP 80 (HTTP) for the PaperCut Application Server the User Client will attempt to use TCP 443 (HTTPs) for many tasks and will time out before trying TCP 80 (HTTP) again. It is assumed that if you use TCP 80, you also use TCP 443.

Local - cache version

When running pc-client.exe directly off the share, it needs to load the entire PaperCut User Client off the share across the network before it starts. This might be the reason why it’s taking a long time to load up the client software in your network.

The recommended way to run the client is to use the local cache version using pc-client-local-cache.exe. This version of the User Client will keep it self up-to-date by copying itself from the network share to C:\Cache\ and then running from there. The next time it starts, it will quickly check the version on the local hard drive and only copy from the network if it is an old version. This minimises the amount of network traffic greatly and generally speaking, hard drives are quicker than networks which also helps!

Various ways to run the client software are described in README.txt file located under [app-path]/client directory.

Wireless?

The cause could be simple as an intermittent network disconnection. By their very nature, wireless networks are more prone to disruption than wired alternatives. It’s worth spending some time ensuring your wireless network is stable - although the most direct method of troubleshooting your network is to simply disable wireless connectivity, plug-in a cable, and see if conditions improve.

Sometimes size matters

Client pop-ups should typically display within a few seconds of a print job beginning. If a client pop-up needs to display job properties (such as the number of pages, or total cost), the corresponding fields could take a few moments to populate when printing larger files.

If you are still having issues, please contact us at support.


Categories:Troubleshooting, User Client Tool


Keywords: delayed, laggy, lag, time out, timeout, trouble loading client, slow loading, loading, FQDN, slow popup, popup client, slow balance window, print client, authentication, login, account selection

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Article last modified on July 21, 2014, at 01:50 AM
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