Providing a Print-to-file as requested by support

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Please also see Reporting Problems

How to submit a “print to file” to the PaperCut developers.

A “Print to file” allow the developers to inspect the raw printer data sent to the printers as produced your particular driver and network environment.

If the problem relates to a page count issue:

  1. Open a problem document in an application (e.g. MS Word or a web page)
  2. Select Print. The print dialogue box will open.
  3. Select the Print To File option.
  4. Press Print, and Save the file to the HD: i.e. C:\testprint-5pages.prn (Important: record the number of “expected” pages in the file name)
  5. Repeat 1 to 4 with another document that has a different page count.
  6. Email both files for analysis, including details on the model and make of printer to support@papercut.com.

If the problem relates to a “copy count” problem:

  1. Open a problem document in an application (e.g. MS Word or a web page)
  2. Select Print. The print dialogue box will open.
  3. Select the Print To File option.
  4. Press Print, and Save the file to the HD: i.e. C:\testprint-5pages-1copy.prn
  5. Repeat 1 to 4 with the same document but changed the “number of copies” setting.
  6. Email both files for analysis, including details on the model and make of printer to support@papercut.com.

If the problem relates to color detection or another attribute detection problem:

  1. Open a problem document in an application (e.g. MS Word or a web page)
  2. Select Print. The print dialogue box will open.
  3. Select the “Print To File” option
  4. Press Print, and Save the file to the HD: i.e. C:\testprint-3pages-2color-1bw.prn
  5. Repeat 1 to 4 with the same document but changed the attribute that is failing detection.
  6. Email both files for analysis, including details on the model and make of printer to support@papercut.com.

Alternate Method

If the application does not support “Print to file”, the following alternate method (for Windows servers) can be used:

  1. Manually power down the printer or pause the queue so printing will stay held in the queue. (If your Windows printer has a “Keep printed documents” or “Keep documents after they have printed” setting then you may be able to use this instead of powering down your printer.)
  2. Print a document that demonstrates the problem (normally using a workstation).
  3. On the server, navigate to C:\Windows\System32\Spool\PRINTERS\
  4. Take a copy of the SPL and SHD files who’s creation date matches the time of the print.
  5. Rename the files to a descriptive name like “testprint-3pages-2color-1bw.spl”.
  6. Zip the files and email both files to support@papercut.com for analysis.

Apple Mac users may find the following related article useful: Capturing a Mac Spool File


Categories: Troubleshooting


Keywords: capturing, spool file, capturing windows, windows spool, print-to-file, page count, copy count, duplex, color detection, grayscale detection

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Article last modified on July 17, 2014, at 04:15 PM
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