Reporting Problems

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If you're having issues with printing, such as filters or restrictions not behaving as they should, then you should enable debug in the Print Provider, which is in charge of most printing functions. To do that, follow [[HowToEnableDebugInThePrintProvider|these steps]].
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If you're having issues with page counts not being correct, or jobs not coming out of the printer, then you should enable debug in the Print Provider, which is in charge of most printing functions. To do that, follow [[HowToEnableDebugInThePrintProvider|these steps]].
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If you're having issues with printing, such as filters or restrictions not behaving as they should, then you should enable debug in the Print Provider, which is in charge of most printing functions. To do that, follow HowToEnableDebugInThePrintProvider|these steps]].

For any other problems you're seeing, ranging from authentication to options not working as intended, then you should enable debug in the Application Server by following [[HowToEnableDebugNG|these steps]].
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If you're having issues with printing, such as filters or restrictions not behaving as they should, then you should enable debug in the Print Provider, which is in charge of most printing functions. To do that, follow [[HowToEnableDebugInThePrintProvider|these steps]].

For any other problems you're seeing, ranging from authentication to options not working as intended, then you should enable debug in the Application Server by following [[HowToEnableDebugInNG|these steps]].
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* Often the developers will request that you “enable debug”.  This process is explained in detail in our KB [[HowToEnableDebugInNG | here]].
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* Often the developers will request that you “enable debug” to troubleshoot an issue. Depending on what debugging is required, this process differs.

If you're having issues with printing, such as filters or restrictions not behaving as they should, then you should enable debug in the Print Provider, which is in charge of most printing functions. To do that, follow HowToEnableDebugInThePrintProvider|these steps]].

For any other problems you're seeing, ranging from authentication to options not working as intended, then you should enable debug in the Application Server by following [[HowToEnableDebugNG|these steps]].

If you're not sure which debug logs are required, it's best to enable and collect both logs so we have as much information to help as possible
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* Often the developers will request that you “enable debug”.  This process is explained in detail on following pages:
**
[[HowToEnableDebugInNG | +]]
** [[HowToEnableDebug | +]]
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* Often the developers will request that you “enable debug”.  This process is explained in detail in our KB [[HowToEnableDebugInNG | here]].
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''Please don't report problems as comments on this page.''
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[-keywords: reporting problems, debug logs -]
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[-keywords: reporting problems, debug logs -]



''Please don't report problems as comments on this page.''
July 02, 2012, at 02:47 AM by Jason - Just changing version number example.
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* The version of PaperCut.  This information is located under the “About” section in the PaperCut Admin interface or Administration Console.  Please submit the full number (i.e. 10.4 Build 10808).
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* The version of PaperCut.  This information is located under the “About” section in the PaperCut Admin interface or Administration Console.  Please submit the full number (i.e. PaperCut NG 12.2 (Build 17368)).
October 25, 2011, at 05:12 PM by 67.170.157.102 -
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[-keywords: reporting problems, debug logs -]
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[[RemoteSupport | Remote support]] is available to [[https://www.papercut.com/support/premium/| premium support]] customers.
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[[RemoteSupport | Remote support]] is available to [[https://www.papercut.com/support/premium-upgrade-assurance/ | premium support]] customers.
October 18, 2010, at 04:16 AM by 202.129.124.120 -
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* The version of PaperCut.  This information is located under the “About” section in the PaperCut Admin interface or Administration Console.  Please submit the full number (i.e. 9.2 Build 7345).
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* The version of PaperCut.  This information is located under the “About” section in the PaperCut Admin interface or Administration Console.  Please submit the full number (i.e. 10.4 Build 10808).
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* Review the options presented in this [[https://www.papercut.com/kb/Main/PageCountProblems|KB article first]].
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* The version of PaperCut.  This information is located under the “About” section in the PaperCut Admin interface or Administration Console.  Please submit the full number (i.e. 6.2 Build 3904).
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* The version of PaperCut.  This information is located under the “About” section in the PaperCut Admin interface or Administration Console.  Please submit the full number (i.e. 9.2 Build 7345).
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[[RemoteSupport | Remote support]] is available to premium support customers.
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[[RemoteSupport | Remote support]] is available to [[https://www.papercut.com/support/premium/| premium support]] customers.
November 13, 2008, at 02:47 AM by hendrik - update log info
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* The PaperCut Application Event Log listed under the event log section can sometimes offer insight into the cause of problems.  Please inspect this log for messages and report anything of interest to the developers.  The log can be saved and emailed if required.
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* The PaperCut Application Log in the Log section can sometimes offer insight into the cause of problems.  Please inspect this log for messages and report anything of interest to the developers.
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* If the problems relates to a current or past reported issue, please report your previous issue number (usually listed in the subject of the support email).

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* If the problem relates to a current or past reported issue, please report your previous issue number (usually listed in the subject of the support email).

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* The following log files main contain useful information:
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* The following log files may contain useful information:
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* The PaperCut Application Event Log listed under the event log section can sometimes offer insight into the cause of problems.  Please inspect this log for messages and report anything of interest to the developers.  The log can be saved and email if required.
* The the following log files main contain useful information:
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* The PaperCut Application Event Log listed under the event log section can sometimes offer insight into the cause of problems.  Please inspect this log for messages and report anything of interest to the developers.  The log can be saved and emailed if required.
* The following log files main contain useful information:
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* Emailing support@papercut.com is the best way to make initial contact.  This way you'll be automatically allocated an issue tracking number that can be used to reference and track your request.
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* Information about related components such as model and make of printer or other software you think is involved.
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* If the problems relates to a current or past reported issue, please report your previous issue number (usually listed in the subject of the support email)

to:
* If the problems relates to a current or past reported issue, please report your previous issue number (usually listed in the subject of the support email).

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* If the problems relates to a current or past reported issue, please report your previous issue number (usually listed in the subject of the support email)

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* If you're running PaperCut NG, the following log files main contain useful information:
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* The the following log files main contain useful information:
January 17, 2007, at 12:41 AM by 218.214.136.161 -
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!!Remote Support

[[RemoteSupport | Remote support]] is available to premium support customers.

----
''Categories:'' [[!Support]], [[!Troubleshooting]]
----
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* If you're running PaperCut NG, the following log files main contain useful information:
-->[@[app-path]/server/logs/*.log@]
-->[@[app-path]/providers/print/win/*.log@]
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(:title Reporting Problems :)
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** [[HowToEnableDebugInNG |Enable debugging in PaperCut NG]]
** [[HowToEnableDebug |Enable debugging in PaperCut Quota or ChargeBack]]
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** [[HowToEnableDebugInNG | +]]
** [[HowToEnableDebug | +]]
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* Please see the [[http://www.papercut.biz/2contact.htm |Contact Us]] page for contact details.  If the problem is urgent please feel free to call us on the number and times listed.  We’re always happy to help via phone, email, internet chat or voice over IP technologies!
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* Please see the [[http://papercut.biz/contact/ |Contact Us]] page for contact details.  If the problem is urgent please feel free to call us on the number and times listed.  We’re always happy to help via phone, email, internet chat or voice over IP technologies!
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* If the problem relates to a page count or attribute detection issue (general [[PrintTracking | print tracking), the developers may find a [[PrintToFile | print-to-file]] useful.
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* If the problem relates to a page count or attribute detection issue (general [[PrintTracking | print tracking]]), the developers may find a [[PrintToFile | print-to-file]] useful.
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!![[PrintTracking | Print Tracking]] Related Problems
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!!Print Tracking Related Problems
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* If the problem relates to a page count or attribute detection issue, the developers may find a PrintToFile useful.
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* If the problem relates to a page count or attribute detection issue (general [[PrintTracking | print tracking), the developers may find a [[PrintToFile | print-to-file]] useful.
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!!Print Tracking Related Problems
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!![[PrintTracking | Print Tracking]] Related Problems
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* The version of PaperCut.  This information is located under the “About” section in the PaperCut Administration Console.  Please submit the full number (i.e. 5.1.564).
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* The version of PaperCut.  This information is located under the “About” section in the PaperCut Admin interface or Administration Console.  Please submit the full number (i.e. 6.2 Build 3904).
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** Right-click on the printer and select Properties…
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** Right-click on the printer and select Properties...
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* Often the developers will request that you “enable debug”.  This process is explained in detail on the page:  HowToEnableDebug.
to:
* Often the developers will request that you “enable debug”.  This process is explained in detail on following pages:
** [[HowToEnableDebugInNG Enable debugging in PaperCut NG]]
** [[
HowToEnableDebug Enable debugging in PaperCut Quota or ChargeBack]]
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* The PaperCut development team is often available for "Live Web Chat".  If we are online you'll see flashing a live web chat image to the right.
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* A sample log file or a section of the log file may also be useful
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* A sample log file or a section of the log file may also be useful.

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 December 10, 2014, at 01:16 AM
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