Diagnosing issues with Novell iPrint

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July 27, 2015, at 04:48 AM by josh - Added link to Novell OES manual
Changed line 9 from:
Verify that the autoload command is set to exactly @@papercut@@.  Ensure that this is entered all as lower-case, and there are no spaces before or after the command.
to:
Verify that the [[https://www.papercut.com/products/ng/manual/ch-installation-novell.html#ch-installation-iprint-config|autoload command]] is set to exactly @@papercut@@.  Ensure that this is entered all as lower-case, and there are no spaces before or after the command.
Changed lines 28-29 from:
!! Collecting diagnostic information
to:
!! Collecting diagnostic information for PaperCut Support
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!! Collecting diagnostic information for Novell
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!! Collecting diagnostic information for Novell Support
October 28, 2014, at 02:01 AM by tim - add /var/log/messages
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!! Check the Novell iPrint logs (ispsmd.log)
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!! Check the Novell iPrint logs (ispsmd.log) and system log
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-> @@/var/log/messages@@
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'''Important:''' The iPrint Manager needs to be restarted!
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If we need to further escalate this problem to Novell, then more information will be needed.
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[=Novell Manager --> Manager health monitor --> Advanced iPrint Manager Information --> Debug Options --> Debug Screen Options.=]
to:
->@@Novell Manager --> Manager health monitor --> Advanced iPrint Manager Information --> Debug Options --> Debug Screen Options.@@
October 18, 2012, at 06:30 AM by tim - mention about diagnostics for novell
October 18, 2012, at 06:30 AM by tim - mention about diagnostics for novell
Changed lines 40-41 from:
* Version of Novell OES / iPrint
to:
* Version of Novell OES / iPrint (rpm -qa novell-iprint-server)
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!! Collecting diagnostic information for Novell

Please get the output of the iPrint Information gathering script from your iPrint Server.
The script is available from:
[[http://www.novell.com/communities/node/5705/iprint-information-gathering-tool]]

Turn on debug logging from the health monitor in the Printer Manager.
Follow the menus:
[=Novell Manager --> Manager health monitor --> Advanced iPrint Manager Information --> Debug Options --> Debug Screen Options.=]
Enable all of the options other than "errPause" and get the debug.log

Changed line 59 from:
[-keywords: novell, iprint, ipsmd, crash, hang, start, restart, oes, troubleshooting-]
to:
[-keywords: novell, iprint, ipsmd, crash, hang, start, restart, oes, troubleshooting-]
Changed line 47 from:
[-keywords: novell, iprint, ipsmd, crash, hang, start, restart, oes-]
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[-keywords: novell, iprint, ipsmd, crash, hang, start, restart, oes, troubleshooting-]
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(:title Diagnosing issue with Novell iPrint:)
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(:title Diagnosing issues with Novell iPrint:)
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''Categories:'' [[Category.Debugging|+]], [[Category.Troubleshooting|+]]
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''Categories:'' [[Category.Novell|+]], [[Category.Debugging|+]], [[Category.Troubleshooting|+]]
Added lines 1-47:
(:title Diagnosing issue with Novell iPrint:)

PaperCut monitors printing on the Novell iPrint server by being configured as the [[AccountingAutoloadCommand | accounting autoload command]] within iPrint Manager.  This allows PaperCut to monitor and track all printing activity on the iPrint server.

If problems occur after enabling PaperCut on the Novell iPrint server (e.g. problems starting iPrint) some diagnosis will be required.

!! Check the autoload command is configured correctly

Verify that the autoload command is set to exactly @@papercut@@.  Ensure that this is entered all as lower-case, and there are no spaces before or after the command.

!! Ensure that iprint has permission to the PaperCut files

A common cause of problems are caused by iPrint not having permission to access important PaperCut files.

Verify that iprint has permissions as follows:
* Read access: @@~papercut/providers/print/[platform]/print-provider.conf@@
* Write access: @@~papercut/providers/print/[platform]/print-provider.log*@@
* Write access: @@~papercut/providers/print/[platform]/*@@

!! Check the Novell iPrint logs (ispsmd.log)

If there are problems starting the PaperCut autoload command, this will be reported in the ispmd.log located in:
-> @@/var/opt/novell/log/iprint/ipsmd.log@@

Check this log for any obvious error messages relating to the @@papercut@@ autoload command.

!! Collecting diagnostic information

If the above does not help resolve the problem, report the issue to PaperCut support. 

It's generally advisable to first enable debug logging (see [[HowToEnableDebugInThePrintProvider | here]]), reproduce the problem and then send the following information to PaperCut support:

Zip and send the following log files:
* @@/var/opt/novell/log/iprint/ipsmd.log@@
* @@/var/opt/novell/log/iprint/novell-print-provider.log@@
* @@~papercut/providers/print/[platform]/print-provider.log*@@

Also send the following information:
* Description of the problem
* Version of Novell OES / iPrint
* Version of PaperCut installed


----
''Categories:'' [[Category.Debugging|+]], [[Category.Troubleshooting|+]]

[-keywords: novell, iprint, ipsmd, crash, hang, start, restart, oes-]

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Article last modified on July 27, 2015, at 04:48 AM
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