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Troubleshooting the print release process

This page applies to:

Print release issues are generally caused by one of two things.

  • The edge node(s) can’t communicate with the destination printers or with the other edge nodes that can communicate with the printers
  • The printer itself is having issues with the format of the print job.

Check the printer’s IP address

Start by checking if the printer’s IP address has changed from what’s shown in PaperCut Hive for the printer on the Printers page.

If the printer’s IP address is different

  1. Go to Easy Print & Scan > Auto Printer Discovery and click Discover now. All new printers and printers that have had changes will be discovered. If possible, existing printers will have their details automatically updated. However, if there’s not enough information,  the printer will be added to  the Newly Discovered list on the Printers page.
  2. Go to Newly Discovered list, find the printer and click the Review button. The side drawer opens and show the printer details.
  3. If you’re happy that it is the same printer as your existing printer, click Update existing printer. The Update an existing printer page is displayed.
  4. Click Select existing printer and select the printer.
  5. Click Review final version and check you’re OK with all the details.
  6. Read the information at the top of the screen and then click the I understand the above information checkbox.
  7. Click Confirm and update. The existing printer is updated with the IP address and any other new details that were found. 
  8. Try printing again via PaperCut Hive or Pocket. If the print job fails, turn on diagnostic mode and view the job trace for your job to get more details. 

If the printer’s IP address is the same

  1. Try testing a print job without PaperCut’s involvement. Set up a print queue directly to the printer using the same protocol that you expect to work for PaperCut. (Either an IPP queue or a queue, whichever should be working.)
  2. If printing works, go back to PaperCut Hive or Pocket and turn on diagnostic mode .
  3. Print a job and then view the job trace for your job to get more details. 

Check your print job delivery methods

If you’re in a bind and you just need to get printing up and running as soon as possible, you can try a workaround by changing the print job delivery method to see if it affects it being released. If you use IPP, you can add a queue, and if you’re using queue printing, add IPP if it’s available.

You set the primary and secondary delivery methods in the Advanced printer configuration page.

  1. On the Printers page, click the printer. The Details tab is displayed.
  2. Click Advanced > Custom. 
  3. Configure the primary and secondary delivery methods and click Save Changes.

More help

For more details and steps that you can take to test the system and narrow down the problem, take a look at the  Some Jobs Failed to Print KB article. And as always, reach out to your ASC or reseller for some extra help.

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