How To Collect PaperCut Pocket Logs

There are instances where PaperCut Support will request that logs be collected from the local machines for PaperCut Pocket. In these cases, you can collect the logs from below:

Edge Node Logs:

Windows:

C:\Program files\PaperCut Pocket\data\logs - Installation and day to day logs with rolling policy every 50 MB

macOS:

/Library/PaperCut Pocket/data/logs - Installation and day to day logs with rolling policy every 50 MB

Desktop print client configuration and information:

Windows:

%localappdata%\Programs\PaperCut Pocket\data\logs - Installation and day to day logs with rolling policy every 50 MB

macOS:

~/Library/PaperCut Pocket/data/logs - Installation and day to day logs with rolling policy every 50 MB

Note: For macOS, since the print client is installed under the user context youll need to perform either the below steps to grab these set of logs:

  1. Open Finder.
  2. Hold down the Option key when clicking the Go menu.
  3. Library will appear below the current users home directory

Or

  1. Open Finder.
  2. Click on the Go menu and choose Go to Folder.
  3. In the Go To Folder dialog box, type ~/Library
  4. Click Go

Along with the logs, to help us narrow down the issue we would need the following information as well:

  1. Organization ID
2. Printer ID

You can grab the following information from your PaperCut Pocket Administrator Portal by going to Printers and clicking on the Printer in question.

  3. Job ID

If it is a print job-specific problem the Job ID is essential. Youll be able to get this information from the Pocket Administrator Portal by going to Job Log and clicking on the problematic job. The JobID can be found either on the URL or at the bottom left side of the side panel that will appear once youve clicked on the Job.


Categories: PaperCut Pocket and Hive KB Articles, Pocket & Hive Troubleshooting Articles


Keywords: Pocket, Hive, Logs

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