Finding the Print Deploy logs for Troubleshooting

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By default, the Print Deploy logs are in debug mode, with the exception of the Print Provider on client machines. You can collect the logs from the locations below.

Logs from the PaperCut server

Windows

  • C:\Program Files\PaperCut MF|NG\providers\print-deploy\win\data\logs\pc-print-deploy.log

MacOS

  • /Applications/PaperCut\ MF|NG/providers/print-deploy/mac/data/logs/pc-print-deploy.log

Logs from the reference computer

You might need this information if you are experiencing driver issues with the cloner tool.

Windows

  • [host]-[os]-[arch]-[epoch].zip stored in the same directory you ran the cloner tool from.

MacOS

  • [host]-[os]-[arch]-[epoch].zip stored in /tmp for MacOS.
Here’s an example name for one of these files where the name of the reference PC is “referencePC
  • referencepc-win-amd64–1570145350.zip

Logs from the client machine

Windows

  • C:\Program Files\PaperCut Print Deploy Client\data\logs\pc-print-deploy-client.log
  • C:\Program Files\PaperCut Print Deploy Client\direct-print-monitor\providers\print\win\print-provider.log
  • C:\Users\<user>\AppData\Local\PaperCutPrintDeployClient\data\logs\usercontextservice.log

NOTE: The Print Provider log file (print-provider.log) is not in debug mode by default. If the support team ask you to enable debug level logging here, you can do so by modifying the print-provider.conf file in the same directory. Find the following line:

#debug=on

Remove the hash, and then save the file, as follows:

debug=on

MacOS

  • /Applications/PaperCut\ Print\ Deploy\ Client/data/logs/pc-print-deploy-client.log
  • /Applications/PaperCut\ Print\ Deploy\ Client/direct-print-monitor/providers/print/mac/print-provider.log
  • ~/Library/Application\ Support/PaperCutPrintDeployClient/data/logs/usercontextservice.log

NOTE: The Print Provider log file (print-provider.log) is not in debug mode by default. If the support team ask you to enable debug level logging here, you can do so by modifying the print-provider.conf file in the same directory. Find the following line:

#debug=on

Remove the hash, and then save the file, as follows:

debug=on

Chrome OS

  1. Go to chrome://extensions in the Chrome browser
  2. Click the Details button of the Mobility Print app
  3. In the Inspect Views section, click background page. If you can’t find this section, you may be in a managed environment where this is disabled. If you’re the admin, go to the Google Chrome Enterprise admin page and navigate to Device Management > Chrome > Settings and set the value of Developer Tools to Always allow use of built-in developer tools.
  4. The Developer Tools window should open. Click on the Console tab.
  5. Right click on the logs panel and select Save as…
  6. Choose the directory where you want to save the logs to as a file.

For troubleshooting purposes, please note the following information:

  • Date/time the problem occurred
  • Server operating system version
  • Client operating system version
  • Print Deploy server version
  • PaperCut MF/NG version
  • IP address of the Print Deploy server
  • IP address of the client machine
  • Username
  • Name of any printed documents or the print queue names if required

If the support team ask you to collect the PaperCut Application debug logs as well, this is documented here: https://www.papercut.com/kb/Main/HowToEnableDebugInNG

For more information about Print Deploy, check out the Print Deploy Help Center.


Categories: Print Deploy, Debugging, Troubleshooting


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Article last modified on October 31, 2019, at 06:16 AM
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