Help! PaperCut is reporting an incorrect number of color or greyscale pages for a print job. How should we go about troubleshooting this?
Try the following problem resolution actions in this order, testing after each step to see if it has resolved the issue:
We strongly recommend upgrading your version of PaperCut to get the latest enhancements. We regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have corrected the problem. Check our Release History page to see if the problem has been addressed in a recent release.
PaperCut supports the majority of printer languages on the market (see Supported Printers for more details). However PCL or PostScript languages are open standards, and we find we have the easiest time analyzing these print job. We also recommend making sure you have the latest print driver available from the manufacturer.
To see whether your print job is spooling as PCL, PostScript, or something else look in the “Job Log” tab in the admin interface of PaperCut. This page displays a table of all the print jobs and the printer language is displayed under the “Attributes” column. When printing from a language we don’t support, it would display the language as “Unknown” and the page count would listed as 0. In the past, we have added support for those proprietary languages based on customer requests.
If this is printer is hosted on a Windows print server, try unchecking ‘Enable Advanced Printing Features’ on the Windows print queue. This will ensure that print jobs spool in a format that PaperCut can analyze directly, rather than relying on the driver’s reported counts or attributes. This often helps with copy-count related problems as some drivers do not pass this through correctly!
It’s possible for PaperCut to query a printer after a print job is sent to determine how many pages were really printed. We call this feature Hardware Page Count and it relies on the printer accurately reporting the correct number of pages printed over SNMP. If that’s not working as intended, have a look at our article on Debugging Hardware Page Count.
Let us know! We love figuring these things out. Feel free to visit our Support Portal to start a support ticket.
While you are at it, you can make our lives a lot easier by sharing this information:
- A short description of the problem (what you expected versus what happened)
- The model and make of printer
- A link to the printer driver in question
- If the problem occurs with the current driver and is related to a specific application, a spool file captured when printing a file that demonstrates the issue may be helpful.
- We may also ask you to Enable debug mode in the PaperCut Print Provider on your Print server, and gather logs for us. https://www.papercut.com/kb/Main/HowToEnableDebugInThePrintProvider
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