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Troubleshooting PaperCut MF embedded devices

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The PaperCut Embedded Application can be installed on just about any brand of copier or MFD (Multifunction Device) to provide a unified experience across brands for end-users when printing, copying, and scanning.

The goal of this article is to provide PaperCut MF customers with an overview of common issues with the embedded application while connecting them to the right resources, like our Known Issues page and network of PaperCut Partners.

We’ll start out with some general advice that applies to most situations, and then delve into more specific scenarios.

General advice

  • Try turning it off and on again. We know this is a cliche, it still works often enough that we have to mention it.
  • Check the embedded manual. Every device has a dedicated guide that covers specific setup instructions. These are available from your PaperCut Partner. Info here .
  • Contact your PaperCut Partner. As experts on third-party hardware, they are the first port of call for device support. Find their details on the Help tab of your PaperCut server when logged in as an admin.
  • Re-embed the device. Sometimes deleting and re-adding the device can resolve odd issues.
  • Check the Known Issues. Search for your brand on our Known Issues page to see if you’re encountering a problem we’re already aware of.

Problems adding devices

When adding devices, there are numerous potential error messages related to firmware, network, or device configuration. While we always recommend working with your authorized PaperCut Partner, here are some tips:

  • Follow the guide. Each device has a specific installation guide. If something isn’t working, this is your first port of call. Your PaperCut Partner can provide you access: Download Embedded Manuals
  • Check system requirements. Work with your PaperCut Partner to confirm that your device model is supported, the correct firmware is installed, and the MFD meets system requirements.
  • Select the right device type. Ensure you’re selecting the correct device type in PaperCut Admin intgerface. For example, “Fuji Xerox Apeos Port V+ (AIP) embedded” is not the same as “Fujifilm BI 7+ embedded”.
  • Test connectivity. See our section below on Connection errors for more detailed steps.

Connection errors

Connection errors often indicate that the device can no longer communicate with the PaperCut server. You might see messages like Connection refused: connect”, “Device Setup: connecting to server”, or “Could not access the accounting server”, “Failed to display the login screen.”

Here’s what to check:

  • Server IP address change. Did you recently migrate your PaperCut server ? If so, follow the steps in our guide How to configure embedded software after a server migration or an IP/Hostname change .
  • Network factors. Firewalls, proxies, load balancers, and DNS can all impact connectivity. Your network administrator should check these, but here are some basic steps:

    • Access the device’s web interface. Try reaching the MFD’s IP address from a browser on the PaperCut server. If that fails, the device might not be reachable on the network.

    • Test the ports. Use PowerShell’s Test-NetConnection command to check if the PaperCut server and the MFD can communicate. Reference the embedded manual for required ports, or see our article on Firewall Ports used by NG & MF .

      As an example, imagine we want to test connectivity to a Konica Minolta device with an IP of 192.168.1.42. The system requirements state this platform uses ports 50003, 80, and 443, so we could use the following commands:

      Test-NetConnection 192.168.1.42 -port 50003
Test-NetConnection 192.168.1.42 -port 80
Test-NetConnection 192.168.1.42 -port 443
  • Server resources. Is this an intermittent issue that only happens during the busiest times of the day? This could be a sign that the PaperCut server, database, or Site Server is having trouble handling the load. See our article Troubleshooting and optimizing Server Performance .

Other device errors

Some MFD errors might have nothing to do with PaperCut. For example, HP devices might display the 49.DE.05 error , which can occur with or without PaperCut installed. If you’re unsure whether an error relates to PaperCut or the OEM, contact your PaperCut Partner for guidance. If just one device is erroring, try removing and re-adding the device from PaperCut MF.

Login issues

PaperCut MF simplifies authentication via multiple methods—username/password, PIN, or swipe card. Here’s how to approach issues:

Scanning problems

Common scanning issues include errors on the panel of the device like “Scan failed”, missing or delayed scan files, or the scan option not appearing for the user.

These topics and more are addressed on the page: Troubleshooting Integrated Scanning for PaperCut MF

Printing issues

Printing issues are generally unrelated to the PaperCut MF embedded application, but here are some helpful articles:

Configuration questions

These can include setting up peripherals (for example, card readers), configuring the home screen or keyboard, managing language and locale settings, and more.

Check the embedded guide for your device, or consult your PaperCut Partner if you have configuration questions. See: Download PaperCut MF embedded manuals .

For questions about card readers, see Card/ID Number and Card Reader FAQ .

Further troubleshooting

If you’ve tried following all the steps in this article including re-embedding the device and you’ve checked the Known Issues page, but are still encountering issues, you’ll definitely want to involve your PaperCut Partner. They can help escalate the issue to PaperCut Support by following these steps:

  1. Show us the problem. Capture a photo of the error message or take a screenshot of the device status window in PaperCut MF. If the problem involves multiple steps, use your phone to record a quick video to demonstrate the issue.

  2. Obtain debug logs.

    • Go to Options > Advanced and check Enable debug mode.
    • Reproduce the issue, then download the diagnostic bundle. For more details, see our Debug Output Guide. See How to collect Application Server Debug Logs for additional detail.
    • Make a note of key details (time, username, device IP, make/model/firmware).

  3. Don’t forget the device logs. Many MFD brands have their own debug logs. Pairing these with PaperCut’s debug logs will give us a clearer picture of what’s going on. Below are links to guides for enabling debug logging on various devices:

  4. Factory reset the device. This is something we definitely recommend if the copiers are not brand-new and especially if they were used with another print management solution before PaperCut. This process beyond our expertise, but your PaperCut Partner or OEM should be able to help.

  5. Try a “Laptop Test”. With the help of your PaperCut Partner, this is a quick way to understand the problem better and narrow down the list of possible root causes.
    Here’s how it works:

    1. Install the same version of PaperCut MF on a spare laptop.
    2. Connect the laptop to the same network as the device.
    3. Add the device to PaperCut MF on the laptop.

    What does it tell us?

    • If the laptop connects: The device is compatible, and the hardware is configured correctly. The issue may be with the network, firewall, or the PaperCut server’s configuration (potentially SSL/certificate-related).
    • If the laptop doesn’t connect: Compatibility or configuration issues might exist. PaperCut Partners can help determine if the device is supported.

Equipped with this information, your PaperCut Partner may escalate the case if they suspect something a broader issue.

 

 

 

Categories: Troubleshooting Articles , Devices

Keywords: Brother , Canon , Dell , Epson , Fujifilm , Fuji Xerox , HP , Konica Minolta , KM , Lexmark , Muratec , OKI , Ricoh , Samsung , Sharp , Sindoh , Toshiba , Xerox

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Last updated October 8, 2024