PaperCut Client Not Popping Up

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Main.UserClientPopupAndNotificationIssues History

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April 04, 2019, at 04:23 AM by timg - Updated with Authentication Popup troubleshooting.
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to:
* Authenticate users through PaperCut (see the 'Authentication' section on this page).
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[[#authentication]]
!! Using the client for authentication.

Do you normally get the authentication popup when you start the client?
*Check which username the client is starting as - normally this will be the username that you're logged into the workstation as... e.g. if you log in to Windows / macOS / Linux as the username 'tim' then the client is going to start, and try to connect to the Application Server using the username 'tim'. The exception to this is if the @@user@@ flag has been configured, as detailed on the [[https://www.papercut.com/support/resources/manuals/ng-mf/common/topics/tools-user-client.html|user client config]] page.
*Does the username that the client is starting as, exist in PaperCut? If so, make sure that the user is marked as 'unauthenticated' (under Users -> [select the user] -> Details -> Advanced Options -> Unauthenticated user). Assuming you're not wanting to print as that unauthenticated user. Worth checking [[https://www.papercut.com/kb/Main/PopupAuthenticationConsiderations|Popup Authentication Considerations]] if you're not sure. The exception to his is if the @@client.config.auth.popup-on-startup-if-unauthenticated@@ key has been set to 'N' in the [[https://www.papercut.com/support/resources/manuals/ng-mf/common/topics/sys-config-editor.html|config editor]].
*Does the username that the client is starting as, '''not''' exist in PaperCut? If so, you should always get the popup asking which user to log in as - unless the client is starting as a different user (see first bullet).
Do you normally get the authentication popup when you print?
*Check which username the print jobs are going through the system as - at the Windows/macOS/Linux print queue level. Use the tricks over on [[https://www.papercut.com/kb/Main/PrintingNotBeingTracked|Print jobs not getting tracked]] to make sure that it's the username that you're expecting.
*Make sure that the print job is getting detected correctly - again, over on the [[https://www.papercut.com/kb/Main/PrintingNotBeingTracked|Print jobs not getting tracked]] page.
*To prompt for authentication, you'll have to make sure that either the username (from the bullet above - the OS-level username of the job) or the Printer is marked as unauthenticated - as described in the [[https://www.papercut.com/kb/Main/UnauthenticatedPrinting|unauthenticated printing]] article.

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*Confused between ''Authentication'' and ''Identity''? So were we! So we [[https://www.papercut.com/kb/Main/IdentityVsAuthenticationPopups|wrote an article]] on it.
March 25, 2019, at 02:34 AM by timg - Added widget info.
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*Are you looking for help with the Save Paper Widget? Take a look at the [[https://www.papercut.com/products/save-paper-widget/|Save Paper Desktop Widget]] page.
March 25, 2019, at 02:13 AM by timg - re-write
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(:title Diagnosing user client popup and notification issues :)
to:
(:title PaperCut Client Not Popping Up :)
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If the client is running and displaying the current balance of the logged in user then this is a good indication that the client is working correctly.   

On Windows
, if the balance window isn't displayed, then hover your mouse over the PaperCut task-tray icon.  If the client isn't connecting to the server a "tooltip" message will be displayed showing "Connecting...".

[[#scripting-update]]
!! Verify the client is
the most recent version

Clients are normally backwards-compatible so that the server can be updated without having to update client
. However some features such as popups directed by printer scripts require the client to be updated when you update the server.

This will only be of concern if you are not already using 'zero
-install' client deployment on Windows via the pc-client-local-cache.exe tool. With zero-install client deployment, updates will be deployed automatically.
to:
If the client is running and displaying the current balance of the logged in user then this is a good indication that the client is working correctly. If the balance window isn't displayed, then hover your mouse over the PaperCut client task-tray icon (Windows) or the PaperCut client menu bar icon (Mac).  If the client isn't connecting to the server a "tooltip" message will be displayed showing "Connecting...".

If you don't have the client running, try installing the client for [[https://www.papercut.com/support/resources/manuals/ng-mf/clienttool/topics/user-client-install-windows.html#|Windows]], [[https://www.papercut.com/support/resources/manuals/ng-mf/clienttool/topics/user-client-install-mac.html|Mac]] or [[https://www.papercut.com/support/resources/manuals/ng-mf/clienttool/topics/user-client-install-linux.html|Linux]].
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!! Verify that you are printing to the PaperCut server.

PaperCut monitors printing performed via a print server.  If you are printing directly
to the printer's IP address and not to the print server monitored by PaperCut then PaperCut will not log this print usage and therefore will not send any print job notifications/popups.

To test if
PaperCut is monitoring print jobs, print a document from your workstation, and verify that the job is logged in the PaperCut print logs (e.g. '''Printers->Print Log''').  If the job is listed then you know PaperCut is correctly monitoring your printers.

If the job is
not listed, but the job still printed at the printer, then this indicates that your workstation is configured to print directly to the printer and not via the PaperCut print server.  Please see the PaperCut manual for configuring your workstation printers.

If the job is not listed and the job hasn't printed, and it remains in the print queue in a paused state then it could indicate that:
* The job is held in a hold/release queue. Do you have this enabled for the current printer?  If so, then check '''Printers->Jobs Pending Release''' to see if the job exists there.  To simplify testing, it's probably best to disable the hold/release queue when testing these print notifications/popups,
* The popup could not be delivered to the user client, and PaperCut is waiting for information from
the user client.  Proceed to the next section.

[[#enable-debug]]
!! Enable debugging in the application server

Before proceeding any further, enable debugging in the application server as described in the link below.  This will cause PaperCut to produce more diagnostic information to assist in resolving the popup/notification problem.

[[HowToEnableDebugInNG | Enable debug in the application server
]]
to:
!! Verify that you're printing to a queue monitored by PaperCut.

In order for the client popup to work successfully, the App Server has
to know that there's a job in the system which will trigger the popup. Make sure that jobs from the user not seeing the popup, are in fact getting tracked by PaperCut. There's a number of tricks over on the [[https://www.papercut.com/kb/Main/PrintingNotBeingTracked|Print jobs not getting tracked]] page, to confirm that job tracking is happening successfully.

In short
- PaperCut monitors printing performed via a print server.  If you are printing directly to the printer's IP address and not to the print server monitored by PaperCut then PaperCut will not log this print usage and therefore will not send any print job notifications/popups.

[[#username-correct]]
!! Confirm that
the username you're testing with is correct.

If you're finding that one particular user is not getting an account popup, confirm that the user is printing as the username that you're expecting. Use the method in the previous section to confirm that the job is getting tracked correctly - and that it's showing up as the correct username.

A useful trick here is to ''disable'' the Account Selection (see next section) temporarily while you're confirming that job tracking is working correctly.

Another trick is to check the Application Log, under '''Logs -> Application Log'''. If you've printed a job, and
the user has Account Selection enabled, and the job doesn't print, but there's no popup appearing ''after 10 mins'' - you'll see a message in the Application Log showing that the job was cancelled because the user didn't respond to the client popup. This can be useful to see if the username is correct, and if the client workstation details are correct:

Attach:no-client-response.png

[[#account-selection
]]
!! Confirm that Account Selection is set up successfully for the user.

If you're expecting a popup when printing, to allow the user to select a shared account / project code / matter code, make sure that the Account Selection setting under '''Users -> [select user] -> Details -> Account Selection''' is set to 'Show Standard Account Selection'.

Attach:account-selection-small.png

Deleted lines 53-69:
[[#reproduce]]
!! Reproduce the problem and collect information to send to support

Make sure that [[HowToEnableDebugInNG  | debugging is enabled in the application server]] (as described above).

Then reproduce the problem of the popup not appearing on the client workstation, and collect the following information.  '''It is important to collect all of this information to give the support team as much information as possible.'''

* The approximate date/time of the print job
* The username of the user that printed
* The printer name
* The IP address of the workstation
* The machine name of the workstation
* If applicable, a screenshot of the PaperCut print log screen showing this job.

Then send this information to [[mailto:support@papercut.com | support@papercut.com]] along with a zipped copy of the '''all''' server debug logs located in:
  @@[app-path]/server/logs/@@

Changed lines 57-58 from:
Other considerations to keep in mind can be found on the [[https://www.papercut.com/kb/Main/ClientSlow | 'Why is my user client running slowly']] page, including resolving issues with DNS by updating the client config file to point to an IP address instead of a hostname.
to:
*Are you using NAT on your network? This can obscure the IP address of the workstation. If you're only using the client for Shared Account Popups / Notifications, you can try setting the [[https://www.papercut.com/support/resources/manuals/ng-mf/common/topics/sys-config-editor.html|config key]] @@client.allow-match-on-user-only@@ to 'Y'.

*If you're using the client for Authentication, take a look at the [[https://www.papercut.com/kb/Main/PopupAuthenticationConsiderations|Popup Authentication Considerations]] article.

*If you're using Terminal Services of some kind (VDI, Citrix, etc), take a look through the [[https://www.papercut.com/kb/Main/SpecialConsiderationsOnTerminalServer|Considerations on Terminal Server]] article for config suggestions to get things working.

*Is your DHCP lease time set to a very short value (less than a workday). This can mean that users sign into the client on X IP address, but when they return from lunch the IP address changes to Y.  The result is that the PaperCut server sends the user client pop-up to the wrong IP. There are two possible solutions for this: Either set the [[https://www.papercut.com/support/resources/manuals/ng-mf/common/topics/sys-config-editor.html|config key]] @@client.allow-match-on-user-only@@ to 'Y', or edit the [[https://www.papercut.com/products/ng/manual/applicationserver/topics/printer-popup-auth.html#printer-popup-advanced-configuration|Time to Live settings for the Client]] to only allow users to select shorter options.

*If you're finding the client is slow - take a look at the [[https://www.papercut.com/kb/Main/ClientSlow | 'Why is my user client running slowly']] page, including resolving issues with DNS by updating the client config file to point to an IP address instead of a hostname.

*If you're seeing the popups not appearing after the Windows 10 client (workstation / laptop) comes out of sleep / hibernation, this is something that should have been fixed in version 17.3.3 [PC-10628]. Make sure that you're running that version (or later) if you're seeing that behavior.

[[#enable-debug]]
!! Enable debugging in the application server

Before proceeding any further, enable debugging in the application server as described in the link below.  This will cause PaperCut to produce more diagnostic information to assist in resolving the popup/notification problem.

[[HowToEnableDebugInNG | Enable debug in the application server]]

[[#reproduce]]
!! Reproduce the problem and collect information to send to support

Make sure that [[HowToEnableDebugInNG  | debugging is enabled in the application server]] (as described above).

Then reproduce the problem of the popup not appearing on the client workstation, and collect the following information.  '''It is important to collect all of this information to give the support team as much information as possible.'''

* The approximate date/time of the print job
* The username of the user that printed
* The printer name
* The IP address of the workstation
* The machine name of the workstation
* If applicable, a screenshot of the PaperCut print log screen showing this job.

Then send this information to [[https://support.papercut.com|PaperCut Support]] along with a zipped copy of the '''all''' server debug logs located in:
  @@[app-path]/server/logs/@@
 

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''Categories:''[[Category.Troubleshooting|+]]
to:
''Categories:''[[Category.Troubleshooting|+]], [[Category.UserClientTool|+]]
October 13, 2010, at 11:26 PM by 202.129.124.120 -
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to:
* Display print job popups as directed by printer scripts (Advanced Scripting).
Added lines 17-23:
[[#scripting-update]]
!! Verify the client is the most recent version

Clients are normally backwards-compatible so that the server can be updated without having to update client. However some features such as popups directed by printer scripts require the client to be updated when you update the server.

This will only be of concern if you are not already using 'zero-install' client deployment on Windows via the pc-client-local-cache.exe tool. With zero-install client deployment, updates will be deployed automatically.

Added line 9:
[[#client-running]]
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[[#printing-to-server]]
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[[#enable-debug]]
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[[#test-notification]]
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[[#reproduce]]
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* The job is held in a hold/release queue. Do you have this enabled for the current printer?  If so, then check Printers->Jobs Pending Release to see if the job exists there.  To simplify testing, it's probably best to disable the hold/release queue when testing these print notifications/popups,
to:
* The job is held in a hold/release queue. Do you have this enabled for the current printer?  If so, then check '''Printers->Jobs Pending Release''' to see if the job exists there.  To simplify testing, it's probably best to disable the hold/release queue when testing these print notifications/popups,
Changed lines 1-2 from:
(:title Diagnosing user cient popup and notification issues :)
to:
(:title Diagnosing user client popup and notification issues :)
Added lines 1-65:
(:title Diagnosing user cient popup and notification issues :)

The PaperCut user client is used to:
* Deliver notifications/messages for denied print jobs, jobs held in the release station, etc.
* Display print job popups for account selection or print confirmation.

PaperCut delivers these notifications by determining where the user printed the job from (i.e. the workstation where the job was printed).  If user client notifications are not being delivered there could be a number of reasons why, and this article discussed how to diagnose/resolve these problems.

!! Verify the client is running correctly

If the client is running and displaying the current balance of the logged in user) then this is a good indication that the client is working correctly.   

On Windows, if the balance windows isn't displayed, then hover your mouse over the PaperCut task-tray icon.  If the client isn't connecting to the server a "tooltip" message will be displayed showing "Connecting...".

!! Verify that you are printing to the PaperCut server.

PaperCut monitoring printing performed via a print server.  If you are printing directly to the printer's IP address and not to the print server monitored by PaperCut then PaperCut will not log this print usage and therefore will not send any print job notifications/popups.

To test if PaperCut is monitoring print jobs, print a document from your workstation, and verify that the job is logged in the PaperCut print logs (e.g. '''Printers->Print Log''').  If the job is listed then you know PaperCut is correctly monitoring your printers.

If the job is not listed, but the job still printed at the printer, then this indicates that your workstation is configured to print directly to the printer and not via the PaperCut print server.  Please see the PaperCut manual for configuring your workstation printers.

If the job is not listed and the job hasn't printed, and it remains in the print queue in a paused state then it could indicate that:
* The job is held in a hold/release queue. Do you have this enabled for the current printer?  If so, then check Printers->Jobs Pending Release to see if the job exists there.  To simplify testing, it's probably best to disable the hold/release queue when testing these print notifications/popups,
* The popup could not be delivered to the user client, and PaperCut is waiting for information from the user client.  Proceed to the next section.

!! Enable debugging in the application server

Before proceeding any further, enable debugging in the application server as described in the link below.  This will cause PaperCut to produce more diagnostic information to assist in resolving the popup/notification problem.

[[HowToEnableDebugInNG | Enable debug in the application server]]

!! Perform a test notification

To test basic communication with the client software, perform a test notification as follows:
* Login to PaperCut web admin
* Go to the '''Options->Notifications''' page.
* In the '''Test Notifications''' section (at the bottom of the page), enter the username of the test user you are using.  Ensure that this user is logged into a workstation and the user client is running.
* Set the '''Send the test message''' field to '''the user client'''.
* Enter a test message and press the "Send test notification" button.

If this message is delivered to the client, then the client is operating correctly.  Proceed to the next section to diagnose the print popup/notifications.

!! Reproduce the problem and collect information to send to support

Make sure that [[HowToEnableDebugInNG  | debugging is enabled in the application server]] (as described above).

Then reproduce the problem of the popup not appearing on the client workstation, and collect the following information.  '''It is important to collect all of this information to give the support team as much information as possible.'''

* The approximate date/time of the print job
* The username of the user that printed
* The printer name
* The IP address of the workstation
* The machine name of the workstation
* If applicable, a screenshot of the PaperCut print log screen showing this job.

Then send this information to [[mailto:support@papercut.com | support@papercut.com]] along with a zipped copy of the '''all''' server debug logs located in:
  @@[app-path]/server/logs/@@


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[-keywords: popups, notifications, denied alerts, messages-]
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''Categories:''[[Category.Troubleshooting|+]]

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 April 04, 2019, at 04:23 AM
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