Troubleshooting incorrect printer statuses in PaperCut Pocket / Hive

“Help! A printer on our PaperCut Pocket instance is showing an incorrect status such as out of paper or offline. How can we stop this from happening or find the cause?”

PaperCut Pocket/Hive have a mechanism in place to automatically detect when a printer is in an error state, such as being unreachable or lacking the critical consumables to perform a print job; namely paper and marker supplies. After all, what use is a printer if it can’t print?

Whilst all efforts are made to ensure the status is correct, there may be occasions where an incorrect status, such as paper out or tray open will show. The current status of a printer can be checked on the Printers tab by hovering over the dot:

Requirements

  • The IP address of the printer must be correct within the Printers tab.
  • SNMP v1/2 read only must be enabled on the printer.
  • The SNMP v1/2 community name must be set to public.

Note 💡 SNMPv3 and custom community names are not currently supported. If this is a requirement, please get in touch to tell us why.

Troubleshooting Steps

  1. If everything is correct and the issue remains, download the following three files and place them in a folder on a PC or server that has access to the printer in question.
  2. Open Command Prompt and type cd C:\SNMP, amending to the location of the saved files, then press enter.


  1. Type .\test-info.exe ipAddress > .\test-info.txt, replacing ipAddress with the address of the printer in question, then press enter.

Note 💡 If successful, no message is generated, however, a file named ‘test-info.txt’ should appear in the specified folder.


  1. Type .\test-status.exe -q ipAddress > .\test-status.txt, replacing ipAddress with the address of the printer in question, then press enter.


  1. Type .\test-supply.exe ipAddress > .\test-supply.txt, replacing ipAddress with the address of the printer in question, then press enter.


  1. Gather the three files which have been created and get in touch with a description of the issue and we’ll be happy to take a look.

Still have questions?

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: Pocket, Hive, SNMP, Paper Out, Tray Open, Offline

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