Mobility Print Jobs Disappearing

KB Home   |   Mobility Print Jobs Disappearing

Main.MobilityPrintJobsDisappearing History

Hide minor edits - Show changes to output

February 13, 2019, at 06:16 AM by Mel Zouzoulas - Removed the category because it's in the help center now
Deleted lines 51-52:
----
''Categories:'' [[Category.MobilityPrint|+]]
Changed line 20 from:
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.
to:
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.
Changed line 20 from:
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 user has local admin rights.
to:
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.
January 03, 2019, at 10:08 PM by Priyanka - Adding information about running Mobility Print service under System account
Added lines 18-21:
!!!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 user has local admin rights.

Added lines 24-25:

September 18, 2018, at 05:47 PM by Aaron Pouliot - Added note on IPP printing and Group Policy
Added lines 20-22:

!!!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 [[https://www.papercut.com/kb/Main/TestPageFailedtoPrint|this article]] for information.
June 04, 2018, at 03:35 PM by Mel Zouzoulas - Added link to the Mobility Print help center = good SEO
Added lines 40-41:

For more information about Mobility Print, check out the [[https://www.papercut.com/products/ng/mobility-print/manual/| Mobility Print Help Center]].
April 30, 2018, at 05:55 PM by Aaron Pouliot - Added Category MobilityPrint
Added lines 41-43:
----
''Categories:'' [[Category.MobilityPrint|+]]
----
April 12, 2018, at 11:49 PM by Aaron Pouliot - Added links to Print Scripting with Mobility KB
Changed lines 25-26 from:
Try disabling the Account Selection on the User's details page, or have the user log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | 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.
to:
Try disabling the Account Selection on the User's details page, or have the user log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | 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 [[https://www.papercut.com/kb/Main/PrintScriptingwithMobility|set up a Print Script with Mobility]] which can automatically charge to the user's personal account.
Changed line 31 from:
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 [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | Mobile Web Client]] to acknowledge the pop-up message.
to:
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 [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | Mobile Web Client]] to acknowledge the pop-up message.  You can also follow the steps [[https://www.papercut.com/kb/Main/PrintScriptingwithMobility|here]] to ignore Mobility Print jobs in your script.
April 12, 2018, at 05:04 PM by Aaron Pouliot - Moved information to "hold for authentication" KB and updated link
Changed lines 11-13 from:
It can also happen if [[https://www.papercut.com/products/ng/mobility-print/manual/how-to-setup/step-2-configuration/configure-the-print-authentication-mode|Per-Job Authentication]] is enabled, and the user has tried to save their credentials for printing in the [=KeyChain=]. When this happens, the prompt for authentication won't pop up and macOS printing system will 'hold for authentication'. While annoying, this does prevent the bigger problem of a user accidentally saving their PaperCut credentials on a shared device.

Disabling Per-Job authentication in Mobility Print will prevent the above scenario, but won't be practical if your users share devices and you want to prompt for credentials with each Mobility Print job. Alternatively, you open [=KeyChain=] to delete the credentials in question, then cancel the job and retry.
to:
It can also happen if [[https://www.papercut.com/products/ng/mobility-print/manual/how-to-setup/step-2-configuration/configure-the-print-authentication-mode|Per-Job Authentication]] is enabled, and the user has tried to save their credentials for printing in the [=KeyChain=].  Have a look at the [[https://www.papercut.com/kb/Main/HoldforAuthentication|Hold for Authentication]] knowledge base article for solutions.
April 10, 2018, at 11:24 PM by Aaron Pouliot - Updated the Hold for Authentication info
Changed lines 9-11 from:
This error can appear when printing from [=MacOS=] to Mobility Print if  [[https://www.papercut.com/products/ng/mobility-print/manual/how-to-setup/step-2-configuration/configure-the-print-authentication-mode|Per-Job Authentication]] is enabled, and the user has tried to save their credentials in the [=KeyChain=]. When this happens, the prompt for authentication won't pop up and macOS printing system will 'hold for authentication'. While annoying, this does prevent the bigger problem of a user accidentally saving their PaperCut credentials on a shared device.

Disabling Per-Job authentication in Mobility Print will prevent this scenario, but won't be practical if your users share devices and you want to prompt for credentials with each Mobility Print job. Alternatively, you open [=KeyChain=] to delete the credentials in question, then cancel the job and retry.
to:
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. 

It can also happen if [[https:
//www.papercut.com/products/ng/mobility-print/manual/how-to-setup/step-2-configuration/configure-the-print-authentication-mode|Per-Job Authentication]] is enabled, and the user has tried to save their credentials for printing in the [=KeyChain=]. When this happens, the prompt for authentication won't pop up and macOS printing system will 'hold for authentication'. While annoying, this does prevent the bigger problem of a user accidentally saving their PaperCut credentials on a shared device.

Disabling Per-Job authentication in Mobility Print will prevent the above scenario, but won't be practical if your users share devices and you want to prompt for credentials with each Mobility Print job. Alternatively, you open [=KeyChain=] to delete the credentials in question, then cancel the job and retry.
February 28, 2018, at 05:21 PM by Aaron Pouliot - spelling and grammar fixes (thanks Steven Turner!)
Changed lines 9-10 from:
This error can appear when printing from [=MacOS=] to Mobility Print if  [[https://www.papercut.com/products/ng/mobility-print/manual/how-to-setup/step-2-configuration/configure-the-print-authentication-mode|Per-Job Authentication]] is enabled, and the user has tried to save thier credentials in the [=KeyChain=]. When this happens, the prompt for authentication won't pop up and macOS printing system will 'hold for authentication'. While annoying, this does prevent the bigger problem of a user accidentally saving their PaperCut credentials on a shared device.
to:
This error can appear when printing from [=MacOS=] to Mobility Print if  [[https://www.papercut.com/products/ng/mobility-print/manual/how-to-setup/step-2-configuration/configure-the-print-authentication-mode|Per-Job Authentication]] is enabled, and the user has tried to save their credentials in the [=KeyChain=]. When this happens, the prompt for authentication won't pop up and macOS printing system will 'hold for authentication'. While annoying, this does prevent the bigger problem of a user accidentally saving their PaperCut credentials on a shared device.
Changed lines 17-19 from:
!!!Is the print driver is configured to require a PIN?
Some print drivers can be configure to show an authentication prompt for a user or department PIN.  Confirm whether this is the case by just printing a test page on this print queue from the Windows print server. Is there a pop-up message? 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 settings disabled, expressly to publish through Mobility Print.
to:
!!!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.
Changed lines 21-22 from:
Is the user or print queue is 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.
to:
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.
Changed line 24 from:
Try disabling the Account Selection on the User's details page, or have the user can log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | 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.
to:
Try disabling the Account Selection on the User's details page, or have the user log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | 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.
February 15, 2018, at 08:12 PM by Alan Morris - added keywords
Changed lines 38-40 from:
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.
to:
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.

[-Keywords: Secret squirrel , Mobility, missing job -]
February 08, 2018, at 04:54 AM by Aaron Pouliot -
Changed lines 30-31 from:
If so, disable print scripting or set up an identical print queue to publish with Mobility with print scripting disabled or have the user log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | Mobile Web Client]] to acknowledge the pop-up message.
to:
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 [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | Mobile Web Client]] to acknowledge the pop-up message.
Changed line 33 from:
Mobility Print users will not see a notification if their job has been canceled by the PaperCut server but a 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.
to:
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.
February 08, 2018, at 04:51 AM by Aaron Pouliot -
Changed lines 9-11 from:
This error can appear when printing from MacOS to Mobility Print if the user's credentials have been saved in the [=KeyChain=] and Per-Job is authentication enabled, in which case the prompt for authentication won't pop up and macOS printing system will 'hold for authentication'.

Disabling Per-Job authentication in Mobility Print
will prevent this scenario, but won't be practical if your users share devices and you want to prompt for credentials with each Mobility Print job. Alternatively, you open KeyChain to delete the credentials in question, then cancel the job and retry.
to:
This error can appear when printing from [=MacOS=] to Mobility Print if  [[https://www.papercut.com/products/ng/mobility-print/manual/how-to-setup/step-2-configuration/configure-the-print-authentication-mode|Per-Job Authentication]] is enabled, and the user has tried to save thier credentials in the [=KeyChain=]. When this happens, the prompt for authentication won't pop up and macOS printing system will 'hold for authentication'. While annoying, this does prevent the bigger problem of a user accidentally saving their PaperCut credentials on a shared device.

Disabling Per-Job authentication in Mobility Print will prevent this scenario, but won't be practical if your users share devices and you want to prompt for credentials with each Mobility Print job. Alternatively, you open [=KeyChain=]
to delete the credentials in question, then cancel the job and retry.
Changed line 26 from:
!!!Is the users or printer configured for Unauthenticated Printing?
to:
!!!Is the user or printer configured for Unauthenticated Printing?
February 08, 2018, at 04:42 AM by Aaron Pouliot -
Changed lines 3-4 from:
"''Help! Users are able to see the printers published by Mobility Print but run into trouble when sending print jobs. What should I do?''"
to:
"''Help! Users can see the printers published by Mobility Print but run into trouble when submitting print jobs. What should I check?''"
Changed lines 6-7 from:
This troubleshooting steps below only apply if the users can at least send a job to a Mobility Print queue. If users cannot see the printers being published at all then have a look at this article on [[https://www.papercut.com/kb/Main/MobilityPrintersNotFound|Troubleshooting Printer Discovery]].
to:
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 [[https://www.papercut.com/kb/Main/MobilityPrintersNotFound|Troubleshooting Printer Discovery]].
Changed lines 9-11 from:
This can occur when Per-Job authentication is enabled and the user has tried to save thier credentials in the [=KeyChain=]. Open [=KeyChain=] and delete the credentials in question. Then cancel the job and retry.
https://www.papercut.com/kb/uploads/Main/hold_for_authentication.jpg

to:
This error can appear when printing from MacOS to Mobility Print if the user's credentials have been saved in the [=KeyChain=] and Per-Job is authentication enabled, in which case the prompt for authentication won't pop up and macOS printing system will 'hold for authentication'.

Disabling Per-Job authentication in Mobility Print will prevent this scenario, but won't be practical if your users share devices and you want to prompt for credentials with each Mobility Print job. Alternatively, you open KeyChain to delete the credentials in question, then cancel the job and retry.
https://www.papercut.com/kb/uploads/Main/hold_for_authentication.jpg

Changed lines 15-16 from:
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 the Windows Print Spooler and PaperCut Print Provider services are running.
to:
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.
Changed lines 18-19 from:
Some print drivers can be configure to show an authentication prompt for a user or department PIN.  Check the Device Settings tab in Printer Properties on the Windows print queue. Also confirm this is the case by just printing from the Windows print server. Is there a pop-up message? If so, disable this setting or set up an identical print queue to publish through Mobility Print with this setting disabled.
to:
Some print drivers can be configure to show an authentication prompt for a user or department PIN.  Confirm whether this is the case by just printing a test page on this print queue from the Windows print server. Is there a pop-up message? 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 settings disabled, expressly to publish through Mobility Print. 
Changed lines 21-22 from:
Is the user or print queue is configured in some way in PaperCut that requires the user to run the PaperCut Client?
to:
Is the user or print queue is 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.
Changed line 24 from:
Try disabling the account selection popup or have the user can log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | 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.
to:
Try disabling the Account Selection on the User's details page, or have the user can log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | 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.
February 07, 2018, at 08:15 PM by Aaron Pouliot -
Changed lines 31-36 from:
Mobility Print users will not see a notification if their job has been canceled by the PaperCut server but a 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.
to:
Mobility Print users will not see a notification if their job has been canceled by the PaperCut server but a 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 [[https://support.papercut.com/hc/en-us/requests/new/|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
.
February 07, 2018, at 08:12 PM by Aaron Pouliot -
Added lines 1-31:
(:title Mobility Print Jobs Disappearing:)

"''Help! Users are able to see the printers published by Mobility Print but run into trouble when sending print jobs. What should I do?''"

!!How to Troubleshoot Missing Print jobs with Mobility Print
This troubleshooting steps below only apply if the users can at least send a job to a Mobility Print queue. If users cannot see the printers being published at all then have a look at this article on [[https://www.papercut.com/kb/Main/MobilityPrintersNotFound|Troubleshooting Printer Discovery]].

!!!Do [=MacOS=] users see a 'Hold for Authentication' message in the job status window?
This can occur when Per-Job authentication is enabled and the user has tried to save thier credentials in the [=KeyChain=]. Open [=KeyChain=] and delete the credentials in question. Then cancel the job and retry.
https://www.papercut.com/kb/uploads/Main/hold_for_authentication.jpg

!!!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 the Windows Print Spooler and PaperCut Print Provider services are running.

!!!Is the print driver is configured to require a PIN?
Some print drivers can be configure to show an authentication prompt for a user or department PIN.  Check the Device Settings tab in Printer Properties on the Windows print queue. Also confirm this is the case by just printing from the Windows print server. Is there a pop-up message? If so, disable this setting or set up an identical print queue to publish through Mobility Print with this setting disabled.

!!Check PaperCut Settings
Is the user or print queue is configured in some way in PaperCut that requires the user to run the PaperCut Client?

!!!Is the account selection popup enabled for the user?
Try disabling the account selection popup or have the user can log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | 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.

!!!Is the users 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, disable print scripting or set up an identical print queue to publish with Mobility with print scripting disabled or have the user log into the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/mobile-client.html | Mobile Web Client]] to acknowledge the pop-up message.

!!!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 a 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.

Comments

Share your findings and experience with other PaperCut users. Feel free to add comments and suggestions about this Knowledge Base article. Please don't use this for support requests.

Article last modified on February 13, 2019, at 06:16 AM
Printable View   |   Article History   |   Edit Article