Debugging Problems with SNMP Hardware Checking

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March 06, 2019, at 02:41 AM by Tim Shimmin - Mention SNMP v3
Added lines 44-46:

!!!Is there SNMP v3 support?
Although from PaperCut version 19.0, SNMP v3 support is added to the Application Server, it does '''not''' add SNMP v3 support for the Print Provider and hence there is no SNMP v3 hardware page count support in 19.0 (this will be done in a later release).
January 24, 2019, at 09:32 PM by Aaron Pouliot - Added reference to another KB with a list of printer errors
Changed line 58 from:
so that we can track this information. We will give you a line to add to your print-provider.conf file.
to:
so that we can track this information. We will give you a line to add to your print-provider.conf file. Note that there is also a list of known errors that can be found on [[https://www.papercut.com/kb/Main/PreventJobReleasePrinterError|this page]].
April 13, 2017, at 12:36 AM by Tim Shimmin -
Changed line 70 from:
NOTE: This setting also affects the ''maintenance flag''. A ''maintenance flag'' simply means some counter has reached a predetermined threshold and preventative maintenance action''should'' be done. It's like an oil change for the car. Nothing is broken and the unit ''can'' continue to work but a technician visit should be scheduled. If the setting is 1 then when the flag happens the MFP will continue to function. If the setting is 0 then when the flag happens the MFP will be out of service. So if the setting is changed to 0 in order to work with PaperCut's Hardware Page Counting, then you need to be aware that if the maintenance count is reached it will take the MFP out of service even though it should still be able to function.
to:
NOTE: This setting also affects the ''maintenance flag''. A ''maintenance flag'' simply means some counter has reached a predetermined threshold and preventative maintenance action ''should'' be done. It's like an oil change for the car. Nothing is broken and the unit ''can'' continue to work but a technician visit should be scheduled. If the setting is 1 then when the flag happens the MFP will continue to function. If the setting is 0 then when the flag happens the MFP will be out of service. So if the setting is changed to 0 in order to work with PaperCut's Hardware Page Counting, then you need to be aware that if the maintenance count is reached it will take the MFP out of service even though it should still be able to function.
April 13, 2017, at 12:35 AM by Tim Shimmin -
Changed line 70 from:
NOTE: This setting also affects the''maintenance flag''. A ''maintenance fla'' simply means some counter has reached a predetermined threshold and preventative maintenance action''should'' be done. It's like an oil change for the car. Nothing is broken and the unit ''can'' continue to work but a technician visit should be scheduled. If the setting is 1 then when the flag happens the MFP will continue to function. If the setting is 0 then when the flag happens the MFP will be out of service. So if the setting is changed to 0 in order to work with PaperCut's Hardware Page Counting, then you need to be aware that if the maintenance count is reached it will take the MFP out of service even though it should still be able to function.
to:
NOTE: This setting also affects the ''maintenance flag''. A ''maintenance flag'' simply means some counter has reached a predetermined threshold and preventative maintenance action''should'' be done. It's like an oil change for the car. Nothing is broken and the unit ''can'' continue to work but a technician visit should be scheduled. If the setting is 1 then when the flag happens the MFP will continue to function. If the setting is 0 then when the flag happens the MFP will be out of service. So if the setting is changed to 0 in order to work with PaperCut's Hardware Page Counting, then you need to be aware that if the maintenance count is reached it will take the MFP out of service even though it should still be able to function.
April 13, 2017, at 12:34 AM by Tim Shimmin - Update about Sharp maintenance Flag.
Changed line 70 from:
NOTE: This setting also affects the "maintenance flag". A "maintenance flag" simply means some counter has reached a predetermined threshold and preventative maintenance action "should" be done. It's like an oil change for the car. Nothing is broken and the unit "can" continue to work but a technician visit should be scheduled. If the setting is 1 then when the flag happens the MFP will continue to function. If the setting is 0 then when the flag happens the MFP will be out of service. So if the setting is changed to 0 in order to work with PaperCut's Hardware Page Counting, then you need to be aware that if the maintenance count is reached it will take the MFP out of service even though it should still be able to function.
to:
NOTE: This setting also affects the''maintenance flag''. A ''maintenance fla'' simply means some counter has reached a predetermined threshold and preventative maintenance action''should'' be done. It's like an oil change for the car. Nothing is broken and the unit ''can'' continue to work but a technician visit should be scheduled. If the setting is 1 then when the flag happens the MFP will continue to function. If the setting is 0 then when the flag happens the MFP will be out of service. So if the setting is changed to 0 in order to work with PaperCut's Hardware Page Counting, then you need to be aware that if the maintenance count is reached it will take the MFP out of service even though it should still be able to function.
April 13, 2017, at 12:32 AM by 139.130.165.134 -
Added lines 69-70:

NOTE: This setting also affects the "maintenance flag". A "maintenance flag" simply means some counter has reached a predetermined threshold and preventative maintenance action "should" be done. It's like an oil change for the car. Nothing is broken and the unit "can" continue to work but a technician visit should be scheduled. If the setting is 1 then when the flag happens the MFP will continue to function. If the setting is 0 then when the flag happens the MFP will be out of service. So if the setting is changed to 0 in order to work with PaperCut's Hardware Page Counting, then you need to be aware that if the maintenance count is reached it will take the MFP out of service even though it should still be able to function.
May 13, 2013, at 01:54 AM by matt - tweaks and changes to heading formats
Changed lines 12-13 from:
* '''The installation is on Windows and you have forgotten to set up a PaperCut TCP/IP port for your printer.'''
to:
!!! The installation is on Windows and you have forgotten to set up a PaperCut TCP/IP port for your printer.
Changed line 21 from:
* '''You have forgotten to enable the feature on the printer of interest.'''
to:
!!! You have forgotten to enable the feature on the printer of interest.
Changed line 28 from:
* '''Do you have to use the "public" SNMP community name?'''
to:
!!!Do you have to use the "public" SNMP community name?
Changed line 45 from:
* '''Printer errors which are not fatal'''.
to:
!!! Printer errors which are not fatal
Changed line 60 from:
* '''Color print counts not supported on this printer.'''
to:
!!! Color print counts not supported on this printer.
Changed line 66 from:
* '''Incorrect Page Counts on Sharp Printers.'''
to:
!!! Incorrect Page Counts on Sharp Printers/MFPs.
Added lines 8-9:
If you are looking for help with low toner notifications and similar, [[DiagnosingSNMPIssues|click here]].
January 25, 2013, at 04:33 AM by tim - sharp and pc-print-monitor
Added lines 67-70:
To verify if the printing state is exported by SNMP, you can use the pc-print-monitor command:
->[@[app-path]\providers\print\[platform]\pc-print-monitor.exe -P -h [printer-ip]@]
and then send a print job to the printer. It should change from "idle" to "printing" state when it is printing.

January 25, 2013, at 04:17 AM by tim - sharp info
Added lines 63-66:
* '''Incorrect Page Counts on Sharp Printers.'''
Some Sharp printers have had a setting whereby the SNMP printer state has been disabled. This means that with this setting the printer state of "idle" and "printing" and error states are not exported by SNMP. PaperCut hardware checking relies on this state information and will have a difficult time operating without it.
A Sharp technician needs to check simulation 55-03 and software switch SW9 to see if bit 5 is set to 1 or 0. PaperCut needs this bit to be disabled and have a value of 0. If it has a value of 1 then it needs to be changed for PaperCut hardware validation to work reliably.

Changed lines 68-69 from:
Otherwise, on Mac or Linux,
please turn on debugging if asked by support, by referring to the instructions in the knowledge
to:
For Mac or Linux, please turn on debugging if asked by support, by referring to the instructions in the knowledge
March 19, 2012, at 12:11 AM by tim - mention the difference for Windows
Changed line 65 from:
Please see the section on turning on debug logging for the PaperCut Port monitor as described in
to:
For Windows, please see the section on turning on debug logging for the PaperCut Port monitor as described in
Added lines 68-71:
Otherwise, on Mac or Linux,
please turn on debugging if asked by support, by referring to the instructions in the knowledge
base article [[HowToEnableDebugInThePrintProvider|+]].

Changed line 75 from:
[-Keywords: diagnose diagnosing snmp hardware validation debug troubleshooting problems-]
to:
[-Keywords: diagnose diagnosing snmp hardware validation debug troubleshooting problems-]
March 18, 2012, at 11:57 PM by tim - debugging for port monitor should be separate
Changed lines 65-78 from:
If asked by support, it may be necessary to turn on debugging as is described in the knowledge base
article
[[HowToEnableDebugInThePrintProvider|+]]. There are, however, a few things to note for Windows
installations:
* To ensure that the PaperCut Port Monitor outputs debug logging, the administrator should restart the
print spooler service after the ''print-provider.conf'' file has been updated;
* If support is interested in capturing the log messages around writing the data to the printer by
the PaperCut port, and the print job is being issued by a non-administrator user, then you will
need to give temporary write permissions to the ''print-provider.log'' file. The reason that one has
to do this is because when the Windows print spooler calls the PaperCut Port Monitor to write
the document to the printer, it changes the user from ''system'' to the user who initiated the print job.
If this user does not have permissions to write to the ''print-provider.log'' file, then it will not
be able to write to the log file. If the job can be printed by the administrator, then this is a non-issue
and no permissions need be changed
.
to:
Please see the section on turning on debug logging for the PaperCut Port monitor as described in
the knowledge based article [[HowToEnableDebugInThePortMonitor|+]].
December 09, 2011, at 05:25 AM by ian - additional keywords
Changed line 82 from:
[-Keywords: snmp hardware validation debug troubleshooting problems-]
to:
[-Keywords: diagnose diagnosing snmp hardware validation debug troubleshooting problems-]
October 26, 2011, at 10:42 PM by tim - add more text about community
Changed line 36 from:
#SNMPCommunity=public
to:
SNMPCommunity=mycommunity
Changed lines 38-41 from:
to:
If you change the community string and want to test if it has worked, then you can use the
PaperCut program of '''pc-print-monitor''' (mentioned below) to test it.
This program will read the print-provider.conf configuration file.

October 26, 2011, at 10:31 PM by tim - update about community string
Changed lines 26-28 from:
Currently he "public" SNMP community name is hard coded into PaperCut.
This will be configurable
in the next release for hardware validation.
to:
No, since PaperCut version 11.5, you can modify the community string in the file:
->[@[app-path]/providers/print/[platform]/print-provider.conf@].
The lines
in the file look like:
[@
#
# Change the SNMP community string that is used at the Print Provider layer when communicating
# to printers via SNMP
.
# For example, this setting will be used by Hardware Check Validation to retrieve SNMP printer state data.
#  Default: public
#
#SNMPCommunity=public
@]

Changed lines 46-47 from:
->[@[app-path]\providers\print\[platform]\pc-print-monitor.exe -p -h [printer-ip]@]
to:
->[@[app-path]\providers\print\win\pc-print-monitor.exe -p -h [printer-ip]@]
October 10, 2011, at 05:42 AM by Jason - Less negative :-)
Changed line 11 from:
Unfortunately, to gain control of sending the print job to the printer and in order to check on the SNMP
to:
To gain control of sending the print job to the printer and in order to check on the SNMP
Changed lines 25-27 from:
* '''Use the "public" SNMP community name?'''
The
"public" SNMP community name is hard coded into PaperCut.
to:
* '''Do you have to use the "public" SNMP community name?'''
Currently he "public" SNMP community name is hard coded into
PaperCut.
This will be configurable in the next release for hardware validation
.
September 21, 2011, at 10:00 PM by 67.170.157.102 - added note re: public SNMP community name
Added lines 25-27:
* '''Use the "public" SNMP community name?'''
The "public" SNMP community name is hard coded into PaperCut.

Changed lines 59-60 from:
be able to write to the log file.
to:
be able to write to the log file. If the job can be printed by the administrator, then this is a non-issue
and no permissions need be changed
.
July 04, 2011, at 01:59 AM by tim - Add info about turning debug on for hware checks. There are a couple of caveats.
Changed lines 8-9 from:
!!Common Problems setting up Hardware Checking
to:
!!Common Problems Setting Up Hardware Checking
Changed lines 46-60 from:
to:
!!Turning On Debug Level Logging For Hardware Checking

If asked by support, it may be necessary to turn on debugging as is described in the knowledge base
article [[HowToEnableDebugInThePrintProvider|+]]. There are, however, a few things to note for Windows
installations:
* To ensure that the PaperCut Port Monitor outputs debug logging, the administrator should restart the
print spooler service after the ''print-provider.conf'' file has been updated;
* If support is interested in capturing the log messages around writing the data to the printer by
the PaperCut port, and the print job is being issued by a non-administrator user, then you will
need to give temporary write permissions to the ''print-provider.log'' file. The reason that one has
to do this is because when the Windows print spooler calls the PaperCut Port Monitor to write
the document to the printer, it changes the user from ''system'' to the user who initiated the print job.
If this user does not have permissions to write to the ''print-provider.log'' file, then it will not
be able to write to the log file.

Changed line 14 from:
will be done even if you have enabled hardware checking for the printer in the Browser for PaperCut.
to:
will be done even if you have enabled hardware checking for the printer in the printer details page for PaperCut.
Changed line 5 from:
which provides some guidance on working out what is wrong with the Hardware Checking.
to:
which provides some guidance on working out what may be going wrong with the Hardware Checking.
Changed line 3 from:
The manual has a section on troubleshooting"
to:
The manual has a section on troubleshooting
Changed lines 44-47 from:
checked for your printer then we are probably missing this information. Please see the KB article xxxxx
for guidance on how you can help us out in this area.

to:
checked for your printer then we are probably missing this information. Please see the KB article [[PrinterSupportHardwareChecks]] for guidance on how you can help us out in this area.

Changed line 18 from:
* '''You have forgotten to enable the feature on the printer''' of interest.
to:
* '''You have forgotten to enable the feature on the printer of interest.'''
Changed line 10 from:
* '''The installation is on Windows and you have forgotten to set up a PaperCut TCP/IP port''' for your printer.
to:
* '''The installation is on Windows and you have forgotten to set up a PaperCut TCP/IP port for your printer.'''
Changed line 10 from:
* The installation is on Windows and you have '''forgotten to set up a PaperCut TCP/IP port''' for your printer.
to:
* '''The installation is on Windows and you have forgotten to set up a PaperCut TCP/IP port''' for your printer.
Changed line 18 from:
* You have '''forgotten to enable the feature on the printer''' of interest.
to:
* '''You have forgotten to enable the feature on the printer''' of interest.
Changed line 10 from:
* The installation is on Windows and you have forgotten to set up a PaperCut TCP/IP port for your printer.
to:
* The installation is on Windows and you have '''forgotten to set up a PaperCut TCP/IP port''' for your printer.
Changed line 18 from:
* You have forgotten to enable the feature on the printer of interest.
to:
* You have '''forgotten to enable the feature on the printer''' of interest.
Changed line 25 from:
* Printer errors which are not fatal.
to:
* '''Printer errors which are not fatal'''.
Changed line 40 from:
* Color print counts not supported on this printer.
to:
* '''Color print counts not supported on this printer.'''
Changed lines 31-33 from:
* Color print counts not supported on this printer

to:
On Windows you can run:
->[@[app-path]\providers\print\[platform]\pc-print-monitor.exe -p -h [
printer-ip]@]

On Mac/Linux/Novell you can run:
->[@[app-path]/providers/print/[platform]/pc-print-monitor -p -h [printer-ip]@]

In order to ignore this error, please contact support with information about this non-critical error
so that we can track this information. We will give you a line to add to your print-provider.conf file.

* Color print counts not supported on this printer.
There are many makes and models of printers and they all have a number of page count metrics which
are specific to the particular printer. An important example of such a metric is the number of color pages printed on the printer. We have the SNMP codes for many printers for these metrics but there are a number of
printers that we don't have this information. If you are finding that the color page count is not being
checked for your printer then we are probably missing this information. Please see the KB article xxxxx
for guidance on how you can help us out in this area.


Changed lines 25-26 from:
* Printer errors which are non-fatal
to:
* Printer errors which are not fatal.
The SNMP standard for Printers reports a number of possible printer error states which the printer can concurrently be in. Some of these errors cause the Printer to stop printing jobs and some of the errors are more like warnings and just report some unusual state or an impending problem. The Hardware Checking is interested in the former errors which actually prevent the job from printing and require a person to fix the problem to allow printing to continue.
If we have one of these critical errors, then we will not finish with this print job until the error is cleared. This allows us to determine the number of pages printed at the printer after the error has been rectified. A common example is that the printer runs out of paper. We will wait for more paper to be added (so that the error state is cleared) and will then report on the page count.

However, on some printers, what we think may be a critical error may actually not stop printing from occurring. If you are then sure that a particular error is not a problem then you can set a configuration variable to ignore it. In order to check on what the current state of the printer is, please run the following command:

Changed line 11 from:
Unfortunately, to gain control of sending the print job to the printer in order to check on the SNMP
to:
Unfortunately, to gain control of sending the print job to the printer and in order to check on the SNMP
Changed line 14 from:
will be done even if you have enabled for the printer in the Browser for PaperCut.
to:
will be done even if you have enabled hardware checking for the printer in the Browser for PaperCut.
Changed lines 18-29 from:
to:
* You have forgotten to enable the feature on the printer of interest.
You need to enable the "Validate Page Count" option on every printer that you want to monitor.
To make this simpler for other printers you can set this up on the Template Printer or copy over the
printer settings to other printers.
The enabling is discussed in the manual here:
[[https://www.papercut.com/products/ng/manual/ch-printer-mgmt-hwcheck.html#ch-printer-mgmt-hwcheck-conf|Configuring the Hardware Checks]]

* Printer errors which are non-fatal

* Color print counts not supported on this printer

Changed lines 10-18 from:
to:
* The installation is on Windows and you have forgotten to set up a PaperCut TCP/IP port for your printer.
Unfortunately, to gain control of sending the print job to the printer in order to check on the SNMP
state before and after the print job, we need to have a custom Port Type for Windows.
If you don't use our port but rather the Standard TCP/IP port then no extra hardware checking
will be done even if you have enabled for the printer in the Browser for PaperCut.
See the following section in the manual to set up the port:
[[https://www.papercut.com/products/ng/manual/ch-printer-mgmt-hwcheck.html#ch-printer-mgmt-hwcheck-conf-win|Windows Printer Queue Configuration]]

Added lines 1-14:
(:title Debugging Problems with SNMP Hardware Checking:)

The manual has a section on troubleshooting"
[[https://www.papercut.com/products/ng/manual/ch-printer-mgmt-hwcheck.html#ch-printer-mgmt-hwcheck-troubleshoot|Hardware Checks Troubleshooting]]
which provides some guidance on working out what is wrong with the Hardware Checking.
Below is more discussion on this topic.

!!Common Problems setting up Hardware Checking


----
''Categories:'' [[Category.HardwareChecks|+]]
----
[-Keywords: snmp hardware validation debug troubleshooting problems-]

Comments

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Article last modified on March 06, 2019, at 02:41 AM
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