This was originally written by Aaron Pouliot on the PaperCut Support team, but you should know all of these steps have been incorporated into the Mobility Print Help Center. Eventually, this page may be retired or redirected to the new article in the Help Center.
“Help! Users can see the printers published by Mobility Print but run into trouble when submitting print jobs. What should I check?”
How to Troubleshoot Missing Print jobs with Mobility Print
The troubleshooting steps below are only relevant if the users can at least send a job to a Mobility Print queue. If users cannot see the print queues at all then have a look at this article on Troubleshooting Printer Discovery.
Do MacOS users see a ‘Hold for Authentication’ message in the job status window?
This error can appear when printing from MacOS to Mobility Print if the user enters the wrong credentials. Pressing the refresh button will give the user a chance to enter the correct credentials.
Is the Print Provider service on the Mobility Print server running?
A zealous admin may restart the Print Spooler service while troubleshooting, and forget to resume the Print Provider service afterwards. Open Services.msc and make sure that both the Windows Print Spooler and PaperCut Print Provider services are running.
Is the Mobility Print Service running under a different service account than SYSTEM?
By default, PaperCut runs the Mobility Print Service under SYSTEM account as it has the privileges required to make sure Mobility Print works as expected. If you have changed to run it under a different service account, you will need to make sure that the service account is in local administrators group of the Mobility Print server.
Is the print driver configured to require a PIN?
Some print drivers can be configured to show an authentication prompt for a user or department PIN. Confirm whether this is the case by printing a test page on from the Windows print server. Is there an authentication prompt from the driver? If so, disable this setting (usually found in the Device Settings tab in Printer Properties on the Windows print queue). If this is needed, a workaround would be to set up an identical print queue, with this setting disabled, expressly to publish through Mobility Print.
Is this only happening for Windows computers?
We’ve heard of print jobs disappearing for Windows clients when the administrator has configured Group Policy to block IPP Printing. Have a look at this article for information.
Check PaperCut Settings
Is the user or print queue configured in PaperCut in a way that requires the user to run the PaperCut Client? Any settings configured for the user or printer in PaperCut will still apply to the print job when it leaves Mobility Print and passes through the print server. These scenarios are described below.
Is the account selection popup enabled for the user?
Try disabling the Account Selection on the User’s details page, or have the user log into the Mobile Web Client to select an account. Alternatively, you can set up an identical print queue to publish with Mobility where “Override user-level settings” is enabled, and “Do not show account popups and allocate jobs to: ‘user’s personal account’ ” is checked. Alternatively, you can follow the steps on this page to set up a Print Script with Mobility which can automatically charge to the user’s personal account.
Is the user or printer configured for Unauthenticated Printing?
This requires the user to run the PaperCut client to enter thier credentials. As a solution, disable Unauthenticated printing for the users or set up separate print queues for Mobility Print where “Override user-level settings” is enabled, and “Do not show account popups and allocate jobs to: ‘user’s personal account’ ” is checked.
Is Print Scripting enabled on this printer, and is PaperCut waiting for the user to respond to a pop-up?
If so, there are a few different solutions. Disable print scripting, edit the script to time-out without a response, set up an identical print queue to publish with Mobility with print scripting disabled, or have the user log into the Mobile Web Client to acknowledge the pop-up message. You can also follow the steps here to ignore Mobility Print jobs in your script.
Is the printer in PaperCut configured to deny any jobs based on Filters & Restrictions?
Mobility Print users will not see a notification if their job has been canceled by the PaperCut server but an event will appear in the Job Log. Log into the web interface of the PaperCut server, and check the Filters & Restrictions tab for the printer. Are only certain groups allowed to print? Are any types of jobs being denied? These restrictions will still apply to jobs sent via Mobility Print. Disable or adjust the restrictions as necessary.
Still not working?
We’re definitely happy to help you troubleshoot the issue. Please contact your Authorized Solutions Center for assistance, or log into our Support Portal to start a request.
Please also include the Mobility Print logs with your support request. To download the Mobility Print log files, simply click on the dots in the top right of the Mobility Print admin interface and then select Download Logs.
This release contains an updated Java version which no longer supports 32-bit workstations. If you have any 32-bit users launching the User Client or Release Station from a network share, see this Knowledge Base article for more information.