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.

For device-specific Known Issues:

Feature-specific Known Issues:


Issue ID

Description

Reported in

Status

Resolved in

14874

If you’re on v18.2.6 with a Server running MacOS/Linux, jobs won’t print with Google Cloud Print and Email to Print
More info…

18.2.6

Resolved

18.3.2

14600

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

All

Resolved

18.3.2

14580

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

All

Resolved

Config change
More info…

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

14214
(was 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

Workaround

13923

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

N/A

Open

14295

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

18.2.0

Resolved

18.2.4

14220

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

18.1.4

Resolved

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 18.2.0 or above. This issue may also affect some a rarely used standalone payment or hardware integrations.
More info…

MF 18.2.0

Resolved

18.2.1

14091

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

14.x or earlier

Workaround

13934

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

18.2

Workaround

13687

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

18.1.1

Resolved

18.1.2

13542

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

18.0.4

Resolved

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
to 67.0.3396.99

Resolved

Chrome
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

18.0.3

13037

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

All versions

Resolved

18.0.4

12987

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

17.3.4

Resolved

18.0.5

13066

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

18.0

Resolved

18.0.5

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

17.4.4

12243

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

All versions

Resolved

17.4.3

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)

12181

Slow response time on card swipes when using RFIDeas 241 Client Mode.
More info…

All versions
(since July 2017)

Resolved

RFIDeas
newest firmware

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)

10959

An issue preventing Admins from accessing the configuration pages of Value Loaders and Kiosks.
More info…

MF 17.0.2

Resolved

17.0.4

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 & older
NG 15.1 & older

Resolved

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


Note:
Known issues with older releases of PaperCut NG and PaperCut MF (version 16 and earlier) are covered here





Device Specific Known Issues

For issues specific to given devices see the following links:





14874: If you’re on v18.2.6 with a Server running MacOS/Linux, jobs won’t print with Google Cloud Print and Email to Print

When a job is being processed by the print provider, we don’t end up printing the job. This issue only happens if you’re on PaperCut NG/MF 18.2.6 with the PaperCut Application Server on MacOS/Linux and with Google Cloud Print/Email to Print .

Fixed in 18.3.2.



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

We are seeing issues with Canon Pro devices not working well on High Sierra and above. 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!

This has now been fixed in 18.3.2



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.

Resolved in 18.2.4



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 v18.0.5, 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 18.0.5, 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).




12181: Slow response time on card swipes when using RFIDeas 241 Client Mode. (since July 26th, 2017)

When using ‘RFIDeas 241 Client Mode’ as the connection type for a Network Card Reader, there may be a short delay (~3 seconds) from when the card is swiped, until when the swipe is registered by the PaperCut App Server.

The ‘RFIDeas 241 Client Mode’ interface itself is responsible for this delay, and as such PaperCut cannot provide any improvements for it. RFIDeas have mentioned that they are aware of this delay and are working on bringing out an improved firmware.




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.




10959: An issue preventing Admins from accessing the configuration pages of Value Loaders and Kiosks.

When you’re trying to access a Value Loader or Kiosk from the PaperCut Admin console > Devices tab, the following error occurs:

Unable to resolve expression 'supportsGuestAccessAndUserAuthMix()' for web.components.....

Please contact PaperCut support for the hot-fix build.




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.


Categories: Known Issues


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

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Article last modified on November 18, 2018, at 11:11 PM
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