Unlink a user from the Chrome extension

You might need to unlink a user from the PaperCut Hive extension during configuration changes, device reallocations, or troubleshooting workflows. Common scenarios include:

• Device reallocation: A computer is passed to a different user, requiring a new identity link.
• Testing and verification: An administrator needs to isolate extension behavior or test print workflows under a different user profile.
• User identity and UPN updates: A name change updates a user’s User Principal Name (UPN) or email address. Because PaperCut Hive uses the UPN as a unique identifier, the user sync process automatically deletes the old account and creates a new account with a new internal user ID.

If the Chrome extension on the computer remains linked to the old user ID, the cloud environment silently rejects all print jobs. In this state, the workflow exhibits the following behavior:

• The user can log in to a printer using an access card or access code.
• Held print jobs do not appear in the release queue.

Clear session and local data

1. In Chrome, go to chrome://extensions.
2. Turn on Developer mode using the toggle in the top-right corner.
3. Find the PaperCut Hive extension and click Service worker under Inspect views.
4. In the DevTools window, select the Application tab.
5. Under Extension Storage, right-click Session and Local, then select Clear for both.
6. Close DevTools and Chrome, then reopen Chrome.

Check for synced user data

If the user remains associated after you clear the session and local data, the user data is likely syncing from another source. Follow these steps to check for synced data:

1. Follow the steps in How to collect PaperCut Pocket and Hive logs to capture logs.
2. Replicate the issue by sending a print job.
3. Open the Developer Console logs and look for a line starting with: [getUserJwtSafe] got userJwt from sync storage:
4. Check the JSON payload, which appears as a long string of characters.

Example:

[getUserJwtSafe] got userJwt from sync storage: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhdWQiOiJwYy1wbWl0Yy5hcHBzcG90LmNvbSIsImVtYWlsIjoiZGF2aWQuZHVubkB0ZXN0LmNvbSIsImV4cCI6NDkzMDgwMTM5MiwiaWF0IjoxNzc1MTI3NzkyLCJpc3MiOiJQYXBlckN1dCIsIm5iZiI6MTc3NTEyNzc5Miwib3JnSWQiOiIyN2NiMGIwZnRlc3QiLCJzdWIiOiJPQ0gxOW1sZFF4In0.

You can decode this string using a JSON Web Token (JWT) decoder or an AI tool to extract the username. This will allow you to confirm the user identity that is being synced.

To clear the Synced User Data:

1. In Chrome, go to chrome://extensions.
2. Turn on Developer mode using the toggle in the top-right corner.
3. Find the PaperCut Hive extension and click Service worker under Inspect views.
4. In the DevTools window, select the Application tab.
5. Under Extension Storage, right-click Sync and then select Clear.
6. Close DevTools and Chrome, then reopen Chrome.