Page count, color, and other attribute detection problems

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April 15, 2019, at 05:43 PM by Aaron Pouliot - Reorganized headers for more logical flow.
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!!Make sure Advanced Printing Features in Windows is disabled
First, if the print server is running Windows try unchecking '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]' in 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!

to:
!!Upgrade to the latest version of PaperCut
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 [[https://www.papercut.com/products/ng/release-history/|Release History]] page to see if the problem has been addressed in a recent release.
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!!Upgrade to the latest version of PaperCut
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 [[https://www.papercut.com/products/ng/release-history/|Release History]] page to see if the problem has been addressed in a recent release.
to:
!!Make sure Advanced Printing Features in Windows is disabled
If this is printer is hosted on a Windows print server, try unchecking '[[EnableAdvancedPrintingFeatures | 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!
April 12, 2019, at 09:33 PM by Aaron Pouliot - Updated formatting and added link to Debugging Hardware Checks
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!!Does this only happen with PaperCut's Hardware Page Count feature?
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|https://www.papercut.com/support/resources/manuals/ng-mf/applicationserver/topics/printer-hwcheck.html]] 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 [[https://www.papercut.com/kb/Main/DebuggingHardwareChecks|Debugging Hardware Page Count]].
to:
!!Is this happening with PaperCut's Hardware Page Count feature?
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 [[https://www.papercut.com/support/resources/manuals/ng-mf/applicationserver/topics/printer-hwcheck.html|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 [[https://www.papercut.com/kb/Main/DebuggingHardwareChecks|Debugging Hardware Page Count]].
April 12, 2019, at 09:32 PM by Aaron Pouliot - Updated formatting and added link to Debugging Hardware Checks
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 If the print server is running Windows, try unchecking '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]' in 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!

!!Try switching to a PCL or PostScript print driver
PaperCut supports the majority of printer languages on the market (see [[SupportedPrinters | +]] for more
details).  Some printers support a proprietary language, but also accept PCL or [=PostScript=] - languages which are open standards.  In the case that both are available we recommend installing a [=PostScript=] or PCL driver.  Do this on both the print server and all workstations.  The most current drivers available from the manufacturer are usually the most reliable.

To see what language the print job is spooling as,
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.
to:
First, if the print server is running Windows try unchecking '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]' in 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!

!!Try switching to an up to date PCL or PostScript print driver
PaperCut supports the majority of printer languages on the market (see [[SupportedPrinters | +]] 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.
April 12, 2019, at 09:28 PM by Aaron Pouliot - Updated formatting and added link to Debugging Hardware Checks
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''“Help! PaperCut is reporting an incorrect number of color or greyscale pages for a print job. How should we go about troubleshooting this?”''
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-> '''1.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  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!

-> '''2.''' PaperCut supports the majority of printer languages on the market (see [[SupportedPrinters | +]] for more details).  Some printers support a proprietary language, but also accept PCL or
[=PostScript=] - languages which are open standards.  In the case that both are available we recommend installing a [=PostScript=] or PCL driver.  Do this on both the print server and all workstations.  (We recommend the [=PostScript=] language over PCL.)  The most current drivers available from the manufacturer are usually the most reliable.

->The "Job Log" tab  in the admin  interface displays a table of all
the print jobs,  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.  We have added support for those proprietary languages based on customer requests.

->
'''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have corrected the problem. Type '''Release History''' on the search bar, then find the link for your version or edition of PaperCut to see if the problem has been addressed in a recent release.

-> '''4.''' Please visit our 
[[https://support.papercut.com|Support Portal]]  with the following information:
** The
problem in general terms
to:

!!Make sure Advanced Printing Features in Windows is disabled
 If the print server is running Windows, try unchecking
'[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]' in 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!

!!Try switching to a PCL or PostScript print driver
PaperCut supports the majority of printer languages on the market (see
[[SupportedPrinters | +]] for more details).  Some printers support a proprietary language, but also accept PCL or [=PostScript=] - languages which are open standards.  In the case that both are available we recommend installing a [=PostScript=] or PCL driverDo this on both the print server and all workstations.  The most current drivers available from the manufacturer are usually the most reliable.

To see what language
the print job is spooling as, 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.

!!Upgrade to the latest version of PaperCut
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 [[https://www.papercut.com/products/ng/release-history/|Release History]] page to see if the problem has been addressed in a recent release.

!!Does this only happen with PaperCut's Hardware Page Count feature?
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|https://www.papercut.com/support/resources/manuals/ng-mf/applicationserver/topics/printer-hwcheck.html]] 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 [[https://www.papercut.com/kb/Main/DebuggingHardwareChecks|Debugging Hardware Page Count]].

!!Still not working?
Let us know! We love figuring these things out. Feel free to visit our  [[https://support.papercut.com|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)
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** A link to the printer driver in use
** The operating system that the print queue is hosted on
** The PaperCut version and edition (NG or MF)
to:
** A link to the printer driver in question
September 20, 2018, at 05:39 PM by Alan Morris - changed to support.papercut.com
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-> '''4.''' Please email support at [[mailto:support@papercut.com|support@papercut.com]] with the following information:
to:
-> '''4.''' Please visit our [[https://support.papercut.com|Support Portal]]  with the following information:
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to:
 
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[-Keywords: unrecognized language, unrecognized printer language, unrecognised language, unrecognised printer language, detection, supported hardware, driver, counting, paper size, paper area, copies, copy count, duplex, page size, color, colour, grayscale, greyscale, colour detection-]
to:
[-Keywords: unrecognized language, unrecognized printer language, unrecognised language, unrecognised printer language, detection, supported hardware, driver, counting, paper size, paper area, copies, copy count, duplex, page size, color, colour, grayscale, greyscale, colour detection, Zero page count, 0 page count-]
Added lines 8-9:

->The "Job Log" tab  in the admin  interface displays a table of all the print jobs,  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.  We have added support for those proprietary languages based on customer requests.
March 12, 2013, at 10:59 AM by ian - added mailto and keyword
Changed line 11 from:
-> '''4.''' Please email support at support@papercut.com with the following information:
to:
-> '''4.''' Please email support at [[mailto:support@papercut.com|support@papercut.com]] with the following information:
Changed line 25 from:
[-Keywords: unrecognized language, unrecognized printer language, unrecognised language, unrecognised printer language, detection, supported hardware, driver, counting, paper size, paper area, copies, copy count, duplex, page size, color, colour, grayscale, greyscale-]
to:
[-Keywords: unrecognized language, unrecognized printer language, unrecognised language, unrecognised printer language, detection, supported hardware, driver, counting, paper size, paper area, copies, copy count, duplex, page size, color, colour, grayscale, greyscale, colour detection-]
November 09, 2012, at 02:56 AM by ian - change from print-to-file to spool file
Changed lines 17-18 from:
** If the problem occurs with the current driver and is related to a specific application, a [[PrintToFile | print to file]] captured when printing a file that demonstrates the issue may be helpful.
to:
** If the problem occurs with the current driver and is related to a specific application, a [[CapturingAWindowsSpoolFile | spool file]] captured when printing a file that demonstrates the issue may be helpful.
December 29, 2011, at 10:52 PM by Nate - Added "See Also" link for the Page Count edit.
Added lines 19-21:
!!See also:
* [[EditingPageCounts|+]]

Changed lines 5-11 from:
-> '''1.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, 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!

-> '''2.''' PaperCut supports the majority of printer languages on the market (see [[SupportedPrinters | +]] for more details).  Some printers support a proprietary language, but also accept PCL or [=PostScript=] - languages which are open standards.  In the case that both are available we recommend installing a [=PostScript=] or PCL driver.  Do this on both the print server and all network clients.  (We recommend the [=PostScript=] language over PCL.)

-> '''3.''' If you're running an older version of PaperCut, try upgrading to
the latest versionWe regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have improved support for your printer. Type '''Release History''' on the search bar, then find the link for your version or edition of PaperCut to see if the problem has been addressed in a recent release.

-> '''4.''' Please contact support at support@papercut.com detailing
:
to:
-> '''1.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  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!

-> '''2.''' PaperCut supports the majority of printer languages on the market (see [[SupportedPrinters | +]] for more details).  Some printers support a proprietary language, but also accept PCL or [=PostScript=] - languages which are open standards.  In the case that both are available we recommend installing a [=PostScript=] or PCL driver.  Do this on both the print server and all workstations.  (We recommend the [=PostScript=] language over PCL.)  The most current drivers available from the manufacturer are usually the most reliable.

-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make printer detection improvements as new printer drivers are released, so chances are that
the newer version will have corrected the problem. Type '''Release History''' on the search bar, then find the link for your version or edition of PaperCut to see if the problem has been addressed in a recent release.

-> '''4.''' Please email support at support@papercut.com with the following information
:
Changed lines 14-15 from:
** Details of the printer driver in use
** The operating system the print queue is hosted on
to:
** A link to the printer driver in use
** The operating system that the print queue is hosted on
Changed lines 17-18 from:
** If you are able, a [[PrintToFile | print to file]] that demonstrates the issue (this will ensure we can resolve your issue quickly)
to:
** If the problem occurs with the current driver and is related to a specific application, a [[PrintToFile | print to file]] captured when printing a file that demonstrates the issue may be helpful.
November 05, 2011, at 05:05 PM by Rick - changed troubleshooting order and add ref. to Release History
Changed lines 1-12 from:
(:title Page count color and duplex problems)

Q: PaperCut is logging print jobs, but the number of pages (or another attribute) is not correct.  What should I do?

A
: We recommend you try the following problem resolution actions in this order, testing after each step to see if it has resolved the issue:

-> '''1.''' PaperCut supports the majority of printer languages on the market (see [[SupportedPrinters | +]] for more details).  Some printers support a proprietary language, but also accept PCL or [=PostScript=] - languages which are open standards
.  In the case that both are available we recommend installing a [=PostScript=] or PCL driver.  Do this on both the print server and all network clients.  (We recommend the [=PostScript=] language over PCL.)

-> '''2.''' If
the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, 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!

-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make
printer detection improvements as new printer drivers are released, so chances are that the newer version will have improved support for your printer. Check our Release History to see if you problem has been addressed in a recent release.
to:
(:title Page count, color, and other attribute detection problems:)

Try the following problem resolution actions in this order, testing after each step to see if it has resolved the issue:

-> '''1.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, 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!

-> '''2
.''' PaperCut supports the majority of printer languages on the market (see [[SupportedPrinters | +]] for more details).  Some printers support a proprietary language, but also accept PCL or [=PostScript=] - languages which are open standardsIn the case that both are available we recommend installing a [=PostScript=] or PCL driver.  Do this on both the print server and all network clients.  (We recommend the [=PostScript=] language over PCL.)

->
'''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have improved support for your printer. Type '''Release History''' on the search bar, then find the link for your version or edition of PaperCut to see if the problem has been addressed in a recent release.
Added line 16:
** The PaperCut version and edition (NG or MF)
Changed lines 1-2 from:
(:title Page count problems and how to resolve them:)
to:
(:title Page count color and duplex problems)
Changed lines 9-12 from:
-> '''2.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, rather than relying on the driver's reported counts.  This often helps with copy-count related problems as some drivers do not pass this through correctly!

-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have improved support for your printer.
to:
-> '''2.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, 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!

-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have improved support for your printer. Check our Release History to see if you problem has been addressed in a recent release.
Changed lines 11-12 from:
-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have improved support for your printer.  If you are using the legacy edition PaperCut Quota (version 6 or earlier), also try updating the [[PageCountingMachine | page counting machine]] component.
to:
-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have improved support for your printer.
Changed lines 11-12 from:
-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  If you are using the older PaperCut Quota 6 or earlier, also try updating the [[PageCountingMachine | page counting machine]] component.
to:
-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  We regularly make printer detection improvements as new printer drivers are released, so chances are that the newer version will have improved support for your printer.  If you are using the legacy edition PaperCut Quota (version 6 or earlier), also try updating the [[PageCountingMachine | page counting machine]] component.
Added line 17:
** The operating system the print queue is hosted on
Changed line 23 from:
[-Keywords: unrecognized language, unrecognised language, detection, supported hardware, driver, counting, paper size, paper area, copies, copy count, duplex, page size, color, colour, grayscale, greyscale -]
to:
[-Keywords: unrecognized language, unrecognized printer language, unrecognised language, unrecognised printer language, detection, supported hardware, driver, counting, paper size, paper area, copies, copy count, duplex, page size, color, colour, grayscale, greyscale-]
Changed lines 9-10 from:
-> '''2.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, rather than relying on the driver's reported counts.  This often helps with copy-count related problems as some drivers to not pass this through correctly!
to:
-> '''2.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, rather than relying on the driver's reported counts.  This often helps with copy-count related problems as some drivers do not pass this through correctly!
Changed line 20 from:
''Categories:'' [[!Troubleshooting]]
to:
''Categories:'' [[Category.Troubleshooting|+]]
Changed lines 9-10 from:
-> '''2.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, rather than relying on the driver's reported counts.
to:
-> '''2.''' If the print server is running Windows, try turning off '[[EnableAdvancedPrintingFeatures | Enable Advanced Printing Features]]'.  This will ensure that print jobs spool in a format that PaperCut can analyze itself, rather than relying on the driver's reported counts.  This often helps with copy-count related problems as some drivers to not pass this through correctly!
Changed lines 11-12 from:
-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  If you are using PaperCut Quota 6 or earlier, also try updating the [[PageCountingMachine | page counting machine]] component.
to:
-> '''3.''' If you're running an older version of PaperCut, try upgrading to the latest version.  If you are using the older PaperCut Quota 6 or earlier, also try updating the [[PageCountingMachine | page counting machine]] component.

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Article last modified on April 15, 2019, at 05:43 PM
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