KB Home | Can't Publish Print Queues to Google Cloud Print
Q I’m seeing an “Unable to publish printer to Google Cloud Print because the printer’s details could not be obtained.” error when trying to publish a printer to Google Cloud Print.
Note: If you’re running Linux or Mac please make sure you check over the release notes at
PaperCut NG Release History
Specifically in build 16.3 38127/38126 there was an issue where printers could not be published to GCP, which was fixed in the following build.
PaperCut NG uses attachments called capabilities files to report to GCP what a specific printer’s features are - or better explained, what a printer is capable of. For example, does the printer offer color or duplex printing?
Usually we see that restarting the Print Provider service clears up this issue. You can do this by navigating to [app-path]/providers/print/[platform], then running the debug-enable and then debug-disable command, which will exist as .bat, .command or .sh format, as appropriate for your operating system. This script will also restart any services as necessary (e.g. the PaperCut Print Provider on Windows, papercut.pc-event-monitor on macOS etc.) Of course, instead of doing this you can reboot your print server.
The reason this can clear the issue is because when the Print Provider restarts it will detect any locally hosted printers as well as what features they offer and determine whether or not capabilities files need to be generated.
After you’ve restarted the service attempt to publish the printer again.
Still not working? Then there may be corrupt capabilities files present, preventing the print provider from creating new files during the restart.
Add a new test print queue to your print server and track this with PaperCut NG. Attempt to publish this to GCP.
Did this publish the print queue?
If the new test queue was published successfully, but your existing queues still will not publish - your capabilities files could be corrupt.
In this situation we can prompt our software to regenerate the files as per the below:
You’ll want to run through this after hours (or in a time of low printing activity) as it will cause a few minutes downtime.
Regenerate Capabilities Files:
Go to [app-path]/server/data/printers → Backup the contained files somewhere other than the PaperCut directory. You may need these later.
Delete the contents of [app-path]/server/data/printers.
Restart the print provider service. → @[[app-path]/providers/print/[OS]@] then debug-enable → then debug-disable (triggers the service to restart)
Check back to [app-path]/server/data/printers and see that the new capabilities have generated.
Restart your PaperCut application server service. → [app-path]/server/bin/[OS]/stop-server → then start-server.
If you wait for around 2 minutes, you should see the [app-path]/server/data/printers folder automatically populate with new .capabilities files.
Attempt to publish the printer to GCP again.
If you have checked all the items above, and you’re still having problems please follow the below steps and contact support:
Enable debug mode in the App Server as detailed on the How to Enable Debug in the Application Server page.
Additionally check the ‘Enable detailed logging for Google Cloud Print’ box under Options → Advanced → Diagnostics
Attempt to re-publish printers that you’re having issues with.
Send an email to firstname.lastname@example.org including the downloaded diagnostic debug files with details about the issue such as printer name, timestamp you attempted to publish and any errors you’re seeing when you attempt to publish the printer.
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.