Failed to install the PaperCut Printer

Help! I’m trying to install the PaperCut Printer onto my workstation and the installation has failed with the message ‘an error has occurred when trying to set up’. What do I do‽

The PaperCut Pocket/Hive installer will add a PaperCut Printer and also install an Edge Node to contribute to printing - more details on the techy bits over here!

Whilst every care has been taken to provide a seamless and trouble-free installation experience of the PaperCut Printer and Edge Node, it is possible that external factors may prevent this from occurring. This knowledge base article is a living document and provides information on the potential causes and subsequent remediation of such issues.

If you have arrived at this knowledge base article, you are likely to have encountered one of the messages below whilst attempting to set up your workstation for use with PaperCut Pocket/Hive.

Potential Causes

  • Port 9265 is being used by another application
    • The PaperCut Printer is installed using the local port ‘9265’. If this port is already in use, the installation will not succeed.
  • Antivirus
    • It is possible that an antivirus application may block the installation from completing and we recommend adding the installation file as an exception. The steps to do this will vary depending on which antivirus software is in use.
  • The print spooler is stopped or unavailable
    • If this is the case, you are likely to see an error message that says ‘the arguments are invalid’, similar to the below.

Windows

Checking if port 9265 is already in use

  1. Open the Command Prompt window:
    1. Click Start
    2. Type command prompt, then press Enter
  2. Type netstat -ano | find “9265”, then press Enter.
  • LISTENING means that the port is in use.
  • The Process ID (PID) in the example above is 6852.

Note 💡 If no results are returned, the port is not in use.

  1. Type tasklist | find “PID”, then press Enter.

Important: Replace PID with the Process ID from the previous step. In this example, the PID is 6852.


Useful Windows Log files

  • Installer log file
    • %temp%\Setup Log YYYY-MM-DD #XXXX
  • Event Viewer Print Logs

Enabling the operational print logs

  1. Open the Event Viewer.
  2. Navigate to Applications and Services > Microsoft > Windows > PrintService
  3. Enable the Operational Log like so:


After enabling the operational log, run the installer again and check Event Viewer for errors.

Exporting Logs

If events have been generated, export the logs as follows:

  1. Right-click on the Operational Log.
  2. Select Save All Events As…
  3. Select a location to save the file.
  4. In the File name box, type a name for the saved file.
  5. In the Save as type dropdown, select CSV (Command Separated).
  6. Click Save.

If you’ve got this far and the installation is still failing, please gather the installer logs and the Event Viewer logs, as outlined above, and send them over to support for analysis.

macOS

Checking if port 9265 is already in use

  1. Open Terminal.
  2. Type sudo lsof -nP -i:9265 | grep LISTEN, then press Enter.
  • LISTEN means that the port is in use.
  • In the example above, we can see that the port is open with print-dep
  • It is possible to uninstall the PaperCut Print Deploy Client from Applications, however, steps may vary for other programs.

Useful macOS Log files

  • Installer.log
    • /var/log/installer.log
  • /Users/{username}/PaperCut Pocket/data/pc-print-client-service.log

Have a question?

Let us know! We love chatting about what’s going on under the hood. Feel free to leave a comment below or visit our Support Portal for further assistance.

For more information about PaperCut Pocket and Hive, check out the PaperCut Pocket and Hive Help Center.


Categories: PaperCut Pocket and Hive KB Articles, Pocket & Hive Troubleshooting Articles


Keywords: PaperCut Pocket, Node, Edge, Edgenode, Edge Node, PaperCut Printer, Admin Setup Help, Mobile, iOS, Android

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