Known issues with recent releases of PaperCut NG and PaperCut MF

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This page lists known issues or bugs with the most recent releases of “ ”PaperCut NG″ and “ ”PaperCut MF″. The aim is to arm administrators with information about problems in the current release, and where possible mention workarounds or methods to mitigate the issues.

Known PaperCut MF issues relating to embedded MFD software, hardware and device integration are listed in a separate article.


Issue ID

Description

Reported in

Status

Resolved in

14600

Canon Pro devices not working well on High Sierra. More info…

All

Open

Workaround

14580

The PayPal payment gateway now requires using HTTPS for the IPN URL. More info…

All

Resolved

14526

In PaperCut version 18.2.4 the Print Provider may crash when Hardware Page Checks are enabled. More info…

18.2.4

Resolved

18.2.5

14525

Issue with the built-in database driver causing excessively long connection times to SQL 2016. More info…

18.1

Workaround

14440

PaperCut NG/MF 18.2.3 for iPrint does not work on anything other than OES 2018. More info…

18.2.3

Hot-fix available

13625

Value of Regex is not saved when syncing primary/secondary card numbers from the sync source (i.e. AD, LDAP) under Options → User/Group sync. More info…

18.0.5

Open

13923

When trying to access the PaperCut Admin console, the following message is shown “An error occurred starting the PaperCut MF application server service “. More info…

Not specific for a certain version

Open

14295

additional-groups.txt file no longer includes internal users when performing sync. More info…

MF version 18.2.0 or higher
NG version 18.2.0 or higher

Open

14220

Errant warning displayed upon first load of the Bulk User Operations page of Admin web interface More info…

MF 18.1.4
NG 18.1.4

Resolved

MF 18.2.3
NG 18.2.3

14161

The pay and release station (where coin boxes are attached to a release station) will stop working when upgrading to Papercut MF or PaperCut NG 18.2.1 or above. This issue may also affect some a rarely used standalone payment or hardware integrations. More info…

MF 18.2.1

Request new build

14091

Shared Account selection via Mobile web client not working as expected in some environments More info…

MF version 14.x or earlier
NG version 14.x or earlier

Workaround

MF 18.2.2
NG 18.2.2

13934

An access denied message appears when switching from Job Ticketing to the PaperCut MF Admin web interface More info…

MF 18.2

Workaround

13687

The PaperCut Admin interface and some device screens may not show specific language translations correctly More info…

MF 18.1.1
NG 18.1.1

Resolved

MF 18.1.2
NG 18.1.2

13542

Google Cloud Print status stuck as “Initializing” More info…

18.0.4 or higher

Hot-fix available

18.1.3

13437

User re-prompt to enter their Account Selection/Comment/Invoice details again for held jobs after upgrading to 18.0.4 or higher More info…

18.0.4

Open

13311

Users color selection ignored when printing from the Chrome browser on Windows More info…

Chrome browser 60.0.3112.78 up to 67.0.3396.99

Resolved

Fixed in Chrome v. 67.0.3396.99

13231

Integrated Scanning “Scan to Folder” and “Scan to Custom Email” Scan Actions fail to deliver document if user’s email address not populated on Application Server More info…

MF 18.0.2 (Build 42955)

Resolved

v18.0.3

13037

A rare issue on older devices can cause a connection failure with the Application Server. More info…

All versions

Resolved

v18.0.4
(see below for details)

12987

Jobs released from the queue are not being printed then showing back up in the queue on hold. More info…

v17.3.4

Workaround

v18.1.0
(see below for details)

13066

Orphaned print jobs can cause jobs in the print release queue to be hidden for all users. More info…

v18.0 (in channel availability)

Workaround

v18.1.0
(see below for details)

12935

On MacOS High Sierra only (10.13), when you run the Control Printer Monitoring.command, PaperCut does not track the print queues More info…

All versions

Resolved

v17.4.4

12243

PaperCut NG and MF is not yet compatible with PostgreSQL version 10 or later.

All versions

Resolved

v17.4.3

12505

We have had some customers experience issues relating to incorrect paper size when printing from Apple’s Pages, Keynote, and Numbers apps on iOS devices. This seems to be affecting the latest update of the apps, v3.3.

If you are experiencing issues with incorrect paper size when printing from Apple’s Pages, Keynote, and Numbers v3.3, can you please contact support via http://support.papercut.com


More info…

All versions

Open

12292

PaperCut 17.3 has introduced a security enhancement to improve the coverage of HTTP header origin checks, in line with OWASP recommendations. However, in some cases, attempting to log into the Admin or User web interface after upgrading to 17.3, sometimes produces a CSRF validation error message. This can be resolved by following these additional actions.

MF 17.3.2 (Build 41733)
NG 17.3.2 (Build 41734)

Resolved

MF 17.3.4 (Build 41947)
NG 17.3.4 (Build 41948)

12290

There has been an issue reported where the Application Server is failing to read the service.conf file. This means custom memory allocation settings may be ignored and the Application Server will run with a default memory allocation (1/4 of the system memory).


More info…

MF 17.3.2 (Build 41733)
NG 17.3.2 (Build 41734)

Resolved

MF 17.3.3 (Build 41828)
NG 17.3.3 (Build 41829)

12173

You may receive an error message “Unknown Error” when accessing “Jobs Pending Release” screen in the PaperCut Admin Web UI.


More info…

MF 17.2.4 (Build 41500)
NG 17.2.4 (Build 41501)

Resolved

MF 17.3.3 (Build 41828)
NG 17.3.3 (Build 41829)

11381

Web Print sandbox mode: After one or more Web Print servers go offline, a single print PDF job with multiple copies will be incorrectly processed as multiple individual print jobs.
More info…

MF 17.1.2 (Build 40576)
NG 17.1.2 (Build 40577)

Resolved

MF 17.1.2 (Build 40576)
NG 17.1.2 (Build 40577)

11058

Google Cloud Print and Email to Print on Mac and Linux, will stop printing if the number of concurrently processed jobs exceeds 5.
Impact from: 9th of August, 2016
More info…

MF 16.2 (Build 37593)
NG 16.2 (Build 37604)

Resolved

Hotfix build from support

6206

TouchNet Payment Gateway will stop working when TLS 1.0 is disabled by TouchNet.
Impact from: 1st May, 2017
More info…

MF 15.1 and older
NG 15.1 and older

Resolved

MF 15.2 (Build 33661)
NG 15.2 (Build 33665)

10603

Compatibility issue with release 16.4 and an older version of the Standard or custom XML-RPC Release Station when releasing all jobs to a Find Me queue - jobs could be sent to the wrong printer.
First reported: Fri, January 6th 2017 More info…

MF 16.4 (Build 38868)
NG 16.4 (Build 38875)

Resolved

MF 16.4 (Build 39037)
NG 16.4 (Build 39038)

10017

Upgrade of Apache OGNL Java package results in errors affecting certain pages of application web interface.
First reported: Thursday, September 15th 2016 More info…

MF 16.3 (Build 37857)
NG 16.3 (Build 37858)

Resolved

MF 16.3 (Build 38110)
NG 16.3 (Build 38090)

9941

Web Print jobs being errantly cancelled due to timeout under certain conditions.
First reported: Thursday, September 15th 2016 More info…

MF 16.2 (Build 37593)
NG 16.2 (Build 37604)

Resolved

MF 16.3 (Build 38241)
NG 16.3 (Build 38242)

9922

Enabling PaperCut on Xerox Printers on Mac and Linux may cause the configuration script to exit with an error.
First reported: Wednesday, September 2nd 2016 More info…

MF 16.2 (Build 37799)
NG 16.2(Build 37798)

Resolved

MF 16.3 (Build 38126)
NG 16.3 (Build 38127)

9808

Publishing printers via Google Cloud Print causes an error to occur.
First reported: Friday, August 12th 2016 More info…

All versions of PaperCut

Resolved

v16.2 (Build 37798)

8810

On the print Release Station, some print queues were missing in certain configurations More info…

v16.0 (Build 34963)
v16.0 (Build 34947)

Resolved

v16.0 (Build 35131)

8815

In certain configurations when virtual and physical queues set, you may see a direct printing error. More info…

v16.0 (Build 34963)
v16.0 (Build 34947)

Resolved

v16.0 (Build 35131)

7553

When using some Pay stations to add funds, coins deposited may not increase the balance of a user. More info…

15.3 (Build 34079)

Resolved

15.3 (Build 34230)

7138

Site server sync fails after deleting a group. More info…

15.0 (Build 31930)

Resolved

16.0 (Build 34949)

4563

Devices using iOS 9 might be unable to print. More info…

All versions of PaperCut

Resolved

15.3 (Build 34078)

4562

15.1 database upgrade back-up stops under some circumstances, causing the upgrade to halt, preventing the PaperCut services from starting. More info…

15.1 (Build 33284)

Resolved

15.1 (Build 33291)

4561

Username normalisation on Novell fails in some environments More info…

15.0 (Build 31930)

Resolved

15.0 (Build 32334)

000008

Authentication is denied when running a Windows Server 2003 Domain Controller. More info…

15.0 (Build 31930)

Open

Workaround available

4489

Refund approvals and rejections fail from the admin interface. More info…

15.0 (Build 31930)

Resolved

15.0 (Build 32334)

Known issues with older releases of PaperCut NG and PaperCut MF (version 14 and earlier) are covered here




14600: Canon Pro devices not working well on High Sierra.

We are seeing issues with Canon Pro devices not working well on High Sierra. Every time a user tries to send a print job to a PaperCut monitored print queue it shows the following message: Stopped no pages found! We have been able to reproduce the issue and are currently investigating it.

Let us know you if you come across this issue via https://support.papercut.com.




14580: The PayPal payment gateway now requires using HTTPS for the IPN URL.

The Notification URL on the PayPal account site must now use HTTPS.

For your IPN verification postbacks (the Notificatin URL configured on the PayPal account site), if you are currently using HTTP you’ll need to make this adjustment to use HTTPS. There is more information about this from PayPal here: https://www.paypal.com/sg/webapps/mpp/ipn-verification-https

In order to keep your PayPal Gateway working with PaperCut, you’ll need to:

  • Log into your PayPal Manager Interface / Merchant Account Site:
  • For PayPal Payflow: head into Service Settings → Hosted Checkout Pages → Set Up → Silent Post URL
  • For PayPal Website Payments: head into My Account → Profile → Instant Payment Notification → Preferences → IPN Settings → Notification URL

To ensure that the new https:// url will work, copy the current URL listed there, and paste it into a new browser window, changing http to https to make sure that you can successfully hit the end point. If that works, go ahead and change the URL in your PayPal settings to the new value with https://

For example, you would see something like https://papercut.myorg.edu/rpc/gateway/paypal-wps , where papercut.myorg.edu is the external hostname of your PaperCut server. If you’re using PaperCut’s default HTTPS port 9192, then you would see the port in the IPN URL like the following: https://papercut.myorg.edu:9192/rpc/gateway/paypal-wps




14526: In PaperCut version 18.2.4 the Print Provider may crash when Hardware Page Checks are enabled.

To resolve this issue, upgrade to 18.2.5 which has this fixed.

If you can’t upgrade to 18.2.5 right now, you can do the workaround we cover below: Please leave the hardware checks feature enabled but edit the print-provider.conf file following the steps below.

  1. On the PaperCut server, browse to [Application-Directory]\Providers\print\win\.
  2. Open the file print-provider.conf with a text editing program.
  3. Add the line IsPrintingBasedOnPortMonitor=off to the file and save.
  4. Open Services.msc, find the service “PaperCut Print Provider” and choose Restart for the new configuration to take effect.




14525: Issue with the built-in database driver causing excessively long connection times to SQL 2016.

We have seen several tickets come in recently with DB connection times exceeding 6000ms with some organizations using PaperCut and SQL Server 2016. The issue causes a cascade effect as the application opens new connections to perform database tasks. Eventually, the application hits the DB connection limit and appears to crash. Organizations report different symptoms like slow printing, error pages while reaching the application’s user web pages, or can’t log into the admin console.

Organizations have found dropping back to SQL Server 2012 generally solves the problem, however, we also have instructions to use Microsoft’s own SQL driver which claims to be much faster than our current Java driver.

To add the MS driver into PaperCut please follow these instructions.

  1. Download the latest version of Microsoft’s JDBC driver for SQL Server (sqljdbc_7.0.0.0_enu.exe) from this link: https://www.microsoft.com/en-us/download/confirmation.aspx?id=57175
  2. Run sqljdbc_7.0.0.0_enu.exe to extract the files.
  3. Copy the file mssql-jdbc-7.0.0.jre8.jar from the location the files were extracted to, to <PaperCut MF or NG install directory>\server\lib-ext\
  4. Comment out your current SQL entries (these will form your backup plan)
  5. Copy the following entries into the server.properties file and modify to point to your SQL server:

database.type=SQLServer
database.driver=com.microsoft.sqlserver.jdbc.SQLServerDriver
database.url=jdbc:sqlserver://<serverName>:<portNumber>;databaseName=<databasename>;socketTimeout=600000
database.username=<user name>
database.password=<password>

If the connection requires additional properties (not expected, based on what we know), they can be found here: https://docs.microsoft.com/en-us/sql/connect/jdbc/setting-the-connection-properties?view=sql-server-2017

All things going well, you should have a connection to the database and be ready to test the connection time:

  1. Ensure you have turned on debug logging mode.
  2. Wait a few minutes.
  3. Open the server.log file (in [app-path]/server/logs/).
  4. Search for DatabaseHealthChecker
  5. Look for Connect duration:. The value should be well under 6000ms, like, 20 to 200ms.




14440: PaperCut NG/MF 18.2.3 for iPrint does not work on anything other than OES 2018.

To resolve this problem, please reach out to PaperCut Support where we will provide you with a hot-fix build. Via https://support.papercut.com.





13625: PaperCut NG/MF does not save the regex when synching Primary/Secondary numbers.

As a workaround, you can use the following config keys to update the regex for Primary and Secondary Sync source.

user-source.card-id-regex (For Primary sync source) user-source.2.card-id-regex (For Secondary sync source)

These config keys can be updated via Options → Config Editor.




13923: When trying to access the PaperCut Admin console, the following message is shown “An error occurred starting the PaperCut MF application server service “.

If you see a white background where it first states “An error occurred starting the PaperCut MF application server service.”. On that page, search for the words “mapdb”. If you see it mentioned on that page, try the following steps:

1) Stop the PaperCut Application server service.
2) Delete all files under where PaperCut is installed [app-path]\PaperCut MF\server\tmp directory
3) Move all mapdb files under [app-path]\PaperCut MF\server\data\internal to a different directory.
4) Restart the PaperCut server after checking the above.

Let us know you if you come across this issue via https://support.papercut.com.




14295: additional-groups.txt file no longer includes internal users when performing sync.

When using the additional-groups.txt file to add internal groups to PaperCut we have found that internal users will not be imported into the internal groups when performing a sync. If AD users have been added they will appear in the internal groups.

Currently this issue can only be resolve be down grading to version 18.1.3 to re-enable this functionality.




14220: Errant warning displayed upon first load of the Bulk User Operations page of Admin web interface.

Upon first load of the Bulk User Operations page of the Admin web interface, a warning that “This setting requires this user to run the client software at all times.” is displayed. This warning should only be shown if the Change account selection setting checkbox is enabled and an option warranting the warning is selected from the dropdown menu immediately below it.




14161: Payment hardware (attached to the PaperCut Pay and release station) listed below, and possibly some infrequently used standalone hardware or payment integrations, may stop working after upgrading to PaperCut NG or PaperCut MF 18.2.1. or above

If you use third party terminal integrations then we recommend bringing the latest PaperCut version up in a test environment first to make sure your integration work. Alternatively you may contact PaperCut support with a list of your integrations to see if we think there may be an issue.

PaperCut will provide a maintenance release to address this issue if it is detected.

A fix for the following payment solutions was provided in PaperCut NG and MF 18.2.2

  • Apex 5000
  • Microcoin
  • SEM-ACS 9500Ss
  • Boscop Coin Op






14091: Shared Account selection via Mobile web client not working as expected in some environments

When account selection is required for a printing user, we attempt to locate a matching User Client session to issue an Account Selection Popup to, so that the user can select from their available account options before the print job proceeds. To find the right User Client session, PaperCut MF and PaperCut NG will compare the IP address, machine name, and username associated with the print job with those same details recorded against every currently active User Client session, and the closest match will be selected.

The Mobile web client registers its session with a machine name of web_client, as a machine name is not readily available for browser sessions. This means that the machine name from a print job cannot be successfully used to find a matching Mobile web client session, leaving us to rely upon the IP address and username.

However, under certain circumstances the IP address of the print job and the Mobile web client will not match. For example, if a desktop machine is connected to two networks, and the print job is associated with one IP and the Mobile web client another, this will leave only the username to match on. Some Mobility Print jobs may be similarly impacted in select network environments.

By default, we will not match a User Client session to a print job on the basis of the username alone. Under the rare circumstances outlined above, this means that the Account Selection Popup will not be issued to the user, and the print job will not be able to progress.

This behaviour can be circumvented by changing a particular config key via the Advanced Config Editor, allowing print jobs to be matched to User Client sessions based solely on the username. HOWEVER, making this change can have unexpected impacts for some deployments, so it is best to confer with your primary support contact beforehand, as well as thoroughly testing the adjustment afterwards. For PaperCut MF, you can identify your primary support contact via the Support section of the About tab in the Admin web interface. For PaperCut NG, feel free to raise a ticket via https://support.papercut.com to discuss further.




13934 : An access denied message appears when switching from Job Ticketing to the PaperCut MF Admin web interface.

When switching to the PaperCut MF Admin Interface from Job Ticketing, you might receive an ‘Access Denied’ message. This occurs when as an admin, you have accessed the Job Ticketing customer pages from the PaperCut MF User web interface.

The workaround for this issue will be to manually navigate back to the PaperCut MF Admin web interface.




13687 : The PaperCut Admin interface and some device screens may not show specific language translations correctly.

After upgrading to PaperCut 18.1.1, in the PaperCut Admin console, you may notice some translation strings not appearing correctly on some pages if you’re using PaperCut NG and MF. In addition, with PaperCut MF, this may also affect screens on the device like scan action names/details for integrated scanning. The device UI items are all unaffected, i.e. Button labels, dialog names, text descriptions.

The following languages are affected: Catalan, Czech, Danish, German, Spanish, Finnish, French, Croatian, Hungarian, Italian, Hebrew, Japanese, Korean, Dutch, Norwegian, Portuguese-Portugal, Polish, Russian, Slovenian, Serbian, Turkish, Chinese (China, Hong Kong, Taiwan).

This has been fixed in PaperCut NG/MF 18.1.2.




13542 : Google Cloud Print will be stuck in initialization loop if job sync times out after upgrading to 18.0.4 or higher

After upgrading to PaperCut 18.0.4 or a higher version, Google Cloud Print may stop working and the status may change to “Initializing…” or “Initialising…” depending on your locale.

PaperCut 18.1.3 will address this issue. In the meantime, there is a hot fix build available. Please reach out to us via support.papercut.com for assistance.






13437 : User re-prompt to enter their Account Selection/Comment/Invoice details again for held jobs after upgrading to 18.0.4 or higher

When upgrading from an older version of PaperCut to PaperCut 18.0.4 or higher, any held jobs within a Hold/Release queue may cause the User Client to re-prompt the user to enter their Account Selection/Comment/Invoice details again (only if these features are enabled).

Reach out to us via support.papercut.com and we’ll update this known issue page once we have more information.






13311 : Users color selection ignored when printing from the Chrome browser on Windows

Any print jobs sent from the Chrome browser to a print queue on Windows will always print as color even when the user chooses grayscale. This issue isn’t specific to a PaperCut version. It was first introduced in Google Chrome browser 60.0.3112.78.

This has now been fixed in Chrome version 67.0.3396.99. See this Chromium bug report for details.






13231 : Integrated Scanning “Scan to Folder” and “Scan to Custom Email” Scan Actions fail to deliver document if user’s email address not populated on Application Server

In PaperCut MF version 18.0.2, Integrated Scanning will fail to deliver a scanned document via a “Scan to Folder” or “Scan to Custom Email” Scan Action if the associated user account does not have an email address defined within their User Details on the Application Server. The scan jobs are tracked and accounted for in the Job Log as normal, and no error message will be displayed, but the document won’t arrive at the folder location or custom email address. Users with an email address populated in their User Details are still able to use these Scan Actions successfully.

A hotfix build is available from support.papercut.com, and this same fix will be formally available in the impending PaperCut MF 18.0.3.






13037 : A rare issue on older devices can cause a connection failure with the PaperCut Application Server.

A rare issue exists on some older devices whereby if the Application Server SSL certificate has a ‘Not Valid After’ date that exceeds January 19 2038, a data overflow exception can occur which could cause a connection failure with the PaperCut Application Server.

More information can be found here.

The workaround for this issue is to regenerate the certificate using keytool, with a ‘Not Valid After’ date that is before January 19 2038.

This issue has been fixed in v18.0.4.






12987: Jobs released from the queue are not being printed then showing back up in the queue on hold.

Occasionally jobs that are released from the queue are not printed and then listed again in the hold release queue indefinitely.

This has been fixed in v18.0.1 (in channel availability) or the workaround for this issue is controlled by setting the config key ‘release-station.released-job-processing-timeout-secs’ to 680.






13066: Orphaned print jobs can cause jobs in the print release queue to be hidden for all users.

On rare occasions, an orphaned print job can cause all print jobs in the same print release queue to be hidden for all users until that PaperCut print provider is restarted.

This has been fixed in v18.0.1 (in channel availability) or this error condition can be avoided by increasing the timeout config key ‘print-provider.offline-if-no-contact-seconds’ to 31536000.






12935: On MacOS High Sierra only (10.13), when you run the Control Printer Monitoring.command, PaperCut does not track the print queues.

The print queues don’t show up in the PaperCut Admin console > Printers tab. This is now fixed in v17.4.4.








12505: iOS apps Pages, Keynote, and Numbers v3.3 (5052) paper size issue

We have had some customers experience issues relating to incorrect paper size when printing from Apple’s Pages, Keynote, and Numbers apps on iOS devices. This seems to be affecting the latest update of the apps, v3.3.

If you are experiencing issues with incorrect paper size when printing from Apple’s Pages, Keynote, and Numbers v3.3, can you please contact support via http://support.papercut.com






12290: There has been an issue reported where the Application Server is failing to read the service.conf file. This means custom memory allocation settings may be ignored and the Application Server will run with a default memory allocation (1/4 of the system memory).

This is resolved in PaperCut MF version 17.3.3 (build 41733) and PaperCut NG (build 41734).





12173: You may receive an error message “Unknown Error” when accessing “Jobs Pending Release” screen in the PaperCut Admin Web UI.

This is resolved in PaperCut MF version 17.3.3 (build 41733) and PaperCut NG (build 41734).



11381: Web Print sandbox mode: After one or more Web Print servers go offline, a single print PDF job with multiple copies will be incorrectly processed as multiple individual print jobs.

Before 17.1, for any file type, uploaded to web print server with intention to print multiple copies was used to processed as multiple individual jobs. After 17.1 this behavior was corrected with some limitations. For now we are still switching to old behavior when one or more web-print servers are offline and user tries to print a multi copy PDF job.



11058: Google Cloud Print (GCP) and Email to Print on Mac and Linux, will stop printing if the number of concurrently processed jobs exceeds 5.

As part of a change to reorganise the background Mac and Linux processes (in 16.2), the handling of the printing jobs from GCP and Email to Print was broken. If the number of concurrently processed print jobs exceeds the configuration parameter of SpooledJobsManagerJobProcessLimit (which defaults to 5), then the processing of the print jobs will be stalled and not be processed.

A hotfix build for Mac and Linux based off 17.0.7 can be provided from PaperCut support with the fix scheduled for 17.1.



6206: TouchNet Payment Gateway will stop working when TLS 1.0 is disabled by TouchNet.

From Monday 1st May, 2017, TLS1.0 will no longer be supported by the TouchNet Payment Gateway system. As a result, customers running PaperCut version 15.1 or older will no longer be able to accept TouchNet payments through PaperCut.

Upgrading to PaperCut 15.2 or above will resolve the issue, however if there’s some reason where a customer cannot upgrade to a later version, please contact Support for a manual workaround.



10603: When upgrading the Application Server to Version 16.4, print jobs could be released to the wrong printer.

As part of version 16.4, we’ve enhanced the experience across Release Stations to block users from releasing print jobs to a printer in error, and to provide them with a meaningful message to help them resolve the issue.

Although the update has been designed to offer backwards compatibility with Release Stations that were not updated, there is one scenario where this is not the case.

  • When releasing all jobs using the Standard Release Station (pc-release.exe) or a custom XML-RPC, in a Find Me environment.


10017: Upgrade of Apache OGNL Java package results in errors affecting certain pages of application web interface.

The initial release of version 16.3 for both PaperCut MF and PaperCut NG each incorporated an upgrade of the bundled Apache OGNL Java package. An unexpected side effect of this upgrade were Apache Tapestry page rendering issues. Thus far, the following pages of the interface have been confirmed to encounter issues:

  • The issue prevents the successful completion of transactions made via a number of different payment gateways, including Authorize.Net, PayPal Website Payments Standard, Moneris eSELECT Plus, and Realex Realauth Redirect.
  • Attempting to select a shared account when submitting a Web Print document via the User Web Interface will result in an error.
  • Accessing the mobile device variant of the User Web Interface will result in an error.

Other pages of the interface may also be affected. This Known Issue entry will be updated if and when these pages are identified.

A fix has been implemented, and is now available via a Maintenance Release of PaperCut NG 16.3 (Build 38090), and an updated Early Access release of PaperCut MF 16.3 (Build 38110).



9941: Web Print jobs being errantly cancelled due to timeout under certain conditions.

Our Web Print solution underwent a large architectural revision in version 16.2 to accommodate new Web Print scaling capabilitites. As part of these changes, the responsibility for creation of Web Print job status files was shifted to be distributed amongst all deployed Web Print Servers. Instead of status files being created up-front, they would now be generated at the moment a given Web Print Server selected a job for rendering.

Under certain workloads, Web Print jobs may not have been chosen by a Web Print Server for some time, remaining in the pending queue without an associated status file being created. However, it was discovered that the Application Server could misinterpret the prolonged absence of a status file as evidence that the actual job rendering had failed in error. When these jobs were subsequently picked up by a Web Print Server, they would be rendered successfully and submitted for printing via our Print Provider, but the Application Server would improperly instruct the Print Provider to cancel them, as they had been previously earmarked as errored.

These jobs would be logged as timed out in the Application Log:

The Web Print server took too long rendering document, cancelling job

… and similarly displayed as timed out in the user Web Print interface:

Error: Timed out

A fix has been implemented, and will be made available via forthcoming Maintenance Releases of PaperCut MF 16.3 and PaperCut NG 16.3. In the interim, a hotfix build is available upon request from our support team.



9922: Enabling PaperCut on Xerox Printers on Mac and Linux may cause the configuration script to exit with an error.

When running “Control Printer Monitoring.command” on Mac, for example, to enable a Xerox printer using a Xerox printer driver, it may fail with the error message of: Undefined subroutine &main::add_url_conformant_papercut_backend called at ./configure-cups line 213. A fixed version of the underlying “configure-cups” script can be obtained from support until the fix is released.

This could potentially affect any CUPS printer such as those used on Linux but only if it is using a custom CUPS filter program with the substring “Xerox” in its path name. This could also affect FujiXerox printers using such a CUPS filter with a FujiXerox printer driver.



9808: Publishing printers via Google Cloud Print causes an error to occur

When attempting to publish new printers to Google Cloud Print, the following error message is displayed in PaperCut’s admin UI: “An unknown error occurred while publishing this printer to Google Cloud Print. Please see the server.log file or contact support for assistance.”

This only affects publishing new printers via Google Cloud Print. Existing published printers will continue to work.

Our analysis has identified a recent change made on Google’s side which is causing this failure. We are actively working with Google to identify a path to resolve this, and will update this page as more information becomes available.

This has been resolved in v16.2 (Build 37798).



8810: On the print Release Station, some print queues were missing in certain configurations.

This has been resolved in v16.0 (Build 35131).



8815: In certain configurations when virtual and physical queues set, you may see a direct printing error.

An issue has been found when upgrading to version 16.0 (Build 34962 or Build 34949) and you have a virtual queue and physical queue configured to display jobs on a device, you may see a direct printing error when direct printing is not configured.

This has been resolved in v16.0 (Build 35131).



7553: When using Pay stations to add funds, coins deposited may not increase the balance of a user.

An issue has been found in version 15.3 (Build 34079) whereby a user depositing coins into a Pay Station in some configurations may not receive their funds in PaperCut. Development have found a fix for this issue and have created a custom build available for download.

NOTE: This does not affect Payment Gateways.

Please email support@papercut.com to obtain this build.



7138:Site server sync fails after deleting a group.

If you are using a Site Server, and you remove then re-add a group, any changes made to that group (for example, access to shared accounts or scan actions) are not synced to the Site Server.

To resolve this issue, you need to reset the Site server.

A fix for this bug was included in PaperCut MF 16.0 (Build 34949).



4563:Devices using iOS 9 might be unable to print.

iOS9 changes the way “i”devices talk on a network by preferring IPv6 communication over IPv4.

PaperCut uses IP addresses as an integral component of iOS printing. However, IPv6 addresses might not be recognized by PaperCut, which prevents PaperCut from being able to match a print job to a user.

For more information on how to resolve this issue, see the Knowledge Base article: iOS 9 Printing with IPv4 and IPv6 mixed networks.



4562: 15.1 database upgrade back-up fails under some circumstances, causing the upgrade to halt and preventing the PaperCut services from starting.)

PaperCut has noticed that some customers are facing an upgrade error with the PaperCut Application server not starting after the attempted upgrade. At this point no changes to the existing database have been made.

This appears to be caused by a failure in the back-up of the existing database before the upgrade continues. We are currently investigating the cause of the problem.

Workaround:- PaperCut recommends installing V15.0 (latest build) over the top of the stalled upgrade to repair the issue and continue with V15.



4561: Username normalisation on Novell fails in some environments 15.0 (Build 31930) (Resolved in 15.0 (Build 32334))

Customers may notice that there are new users (or users being denied access) that meet the following syntax: username.novell.domain

This is after upgrading to 15.0.

This issue has been identified and has been fixed in in 15.0 (Build 32334).



000008: Authentication is denied when running a Windows Server 2003 Domain Controller

PaperCut Support have seen a number of installations affected by authentication issues after installing Windows Update MS15-027 (3002657) whereby Active Directory denies access to users logging into PaperCut, giving the user an incorrect username/password error.

This Windows Update was rolled out to Server 2003, 2008 and 2012. However, this issue only occurs when using Windows 2003 domain controllers and PaperCut is hosted on a separate member server. If PaperCut is installed on the same server as your domain controller, this should not affect authentication.

This issue is also affecting other software using this authentication method. PaperCut is currently investigating this issue with Microsoft.

A temporary workaround is to uninstall this Update MS15?−027 from your Windows 2003 domain controllers, until Microsoft confirm that this issue has been fixed. We will also list any updates on this page when we hear back from Microsoft.



4489: Refund approvals and reject fail in version 15.0 (Build 31930) (Resolved in 15.0 (Build 32334))

Refund approvals/rejections fail when email notifications for refunds are enabled.

As an interim solution, please turn off “Email user when their request is processed” under Options → General → User Features → Allow users to request refunds.

This will avoid the unexpected error and will let the refunds through.

This issue has been fixed in 15.0 (Build 32334)


Keywords: known issues, problems, bugs, hotfixes, release notes

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Article last modified on September 24, 2018, at 08:46 PM
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