Troubleshooting Mobility Print

End users can't find any printers or "Failed to retrieve printer list" error...

First, follow these general troubleshooting steps...

- Make sure the Mobility Print server is running. Log on to the server running Mobility Print and ensure that you can log in to the admin interface http://localhost:9164/admin to confirm the service is running. Side note: We know from customer reports that two antivirus software suites disrupt the Mobility Print service. See our known issues: Trend Micro Antivirus causes Mobility Print server to go offline and Cylance Antivirus causes Mobility Print server to go offline.

- Make sure the Mobility Print server has a static IP address assigned. If things were working before and suddenly stopped,

- Unless you're using Cloud Print, ensure the client is connected to the same network as the Mobility Print server. An easy way to verify connectivity is to try navigating to the web interface of the Mobility Print server from a browser on the client (http://<server-name>:9163/setup).

- Confirm that the client meets the minimum Mobility Print system requirements. For example, Android versions earlier than 4.4 are not supported.

- Avoid special characters in printer names. Printer names that include a percentage %, plus +, or apostrophe ' sign can cause issues, so if the printer name includes one or both of these special characters, try renaming it on the server. Keep it to simple ASCII characters. Changes are visible in 5 minutes or after the Mobility Print service is restarted.

- If none of those steps resolve the issue, then you will need to know whether clients are configured to discover printers using Cloud Print or one of the discovery options (mDNS, DNS, or Known Host for the next troubleshooting steps.*

If Cloud Print is being used...

... see Troubleshooting Mobility Cloud Print.

If the discovery option is set to mDNS...

...see Printer discovery problems with mDNS.

If the discovery option is set to DNS...

...see Printer discovery problems with DNS

If the discovery option is set to Known Host...

... see Printer discovery problems with Known Host

For Chromebook troubleshooting specifically...

... see Troubleshooting Chromebook issues.

If this only happens after restricting printer access per subnet...

... see Troubleshooting restricting printer access per subnet.

Some other symptom...

The Mobility Print server is stuck 'discovering your printers'...

... see Mobility Print not able to discover printers.

For other Chromebook problems...

... see Troubleshooting Chromebook issues.

'Invalid username or password' when running the Mobility Print client to add printers...

This is more likely a problem with PaperCut NG or MF authenticating the user or synchronizing from the directory (LDAP, Active Directory, Google Workspace, etc...).

Try logging into the PaperCut user web interface: http://<your-papercut-server>:9191/user.

When reaching out for further assistance please share the diagnostic bundle from your PaperCut server in addition to the Mobility Print logs for troubleshooting.

'Invalid username or password' when trying to log into the Mobility Print server.

This is expected for end-users who do not have access to the admin web interface of Mobility Print.

For admins who are seeing this message, this may suggest a problem connecting to the main PaperCut NG or MF server. Make sure the PaperCut Primary Application Server service is running, is accessible over port 9192, and the print-provider.conf file on the Mobility Print server specifies the correct address for the PaperCut server.

If the installer runs but no printer is visible afterward...

... see Printers disappear after running the Windows Mobility Print installer.

If jobs aren't printing or are being tracked as the wrong user...

... see Troubleshooting missing print jobs.

My problem isn't listed...

... take a screenshot of the error or symptom and follow the steps to collect the Mobility Print logs for troubleshooting to share with your PaperCut support contact.