Advanced Troubleshooting Guide

g
s
g
g

ug

Log

ut

bu
og
ug
bu
bu

mp t
n

Du Even
s

utp
De vider

eb

De Print

De ting
De tatio

ug
ts

gL
eb

De
ile

ug

er
g
De
De

Job
sho

bu
tD

eb

gO
lF

r iv
tD

eb
g

g
bu

ke

loy
bu

bu
S
bu

bu
Pro

r
er

De

s
D
ity

oo
en

D
rve
en

PD
ut
r in

De

T ic

ow
bu
ase
er v

ep
PS
bil

nt
Sp
C li

rC
e

iOS
bP
nt

Se

De

nd

D
GC
Scr

Pri
Job
pS

Mo
le

CU
pe
Pri

vic

OS
er

Wi

nt
Re
We
e

AD
Pa
Sit
Ap

Us

De

Pri
Active Directory Synchronization X X X

Embedded Print / Scan / Copy / Fax X X X X

Filters & Restrictions X X X X X X

Google Cloud Print X X X

iOS Printing X X X X X

Job Ticketing X X X

MacOS Printing X X X X

Mobility Print X X X X X

Print Archive X X X

Print Deploy X X X X

Print Spooler Crash X X X X X

Queue Release / Printing Problems X X X X X X

Reporting X X

Server Performance X X X

Site Server X X X X

User Client X X X

Web Interface X X

Web Print X X X X

© 2020 PaperCut Software International

References
Debug logs locations https://www.papercut.com/kb/Main/HowToEnableDebugLogging

OS spool files http://www.papercut.com/kb/Main/CapturingAWindowsSpoolFile

Screenshots & videos Of MFD workflow or troublesome issue.

PaperCut job log Screenshot of the job log in the NG/MF Admin interface.

Print Driver From manufacturer’s website. Please be aware the location of the driver at some companies make region/language specific drivers.

Sample of problem Sample output/report or error from the failing element in PaperCut

Windows event viewer log https://www.howtogeek.com/school/using-windows-admin-tools-like-a-pro/lesson3/

© 2020 PaperCut Software International

Problem summary
Clear, succinct explanation of the issue One of our customers configured Web Print Sandbox Mode. When the user uploaded a .pdf file which contained only text it
printed successfully via web print.
However when they uploaded a .pdf file which contained graphics and it showed "Rendering successful. Preparing job for
processing." on web print job list status it didn't change its status then it didn't print anything. (It seemed to time out.)
He sent me Application Server debug logs so please see attached file. Please let me know how to fix the issue. If you need more
information please let me know.
System details summary
Customer Reference Number CRN: C-XXXXXX
Support ID Support ID: PSxxxxx
Operating System & version Server OS: Windows Server 2019
PaperCut version PaperCut version: PaperCut MF 19.2
Architecture specifics (clustered, load balanced, etc.) Web Print: Sandbox mode
Printer information (IP, hostname, make, model) Problematic Printer: RICOH IPSiO SP C830
Driver information Driver: RPCS Driver Ver.1.6.0.0
Version, region, type (PS/PCL) Version: English, RPCS Basic Driver (Color Version) Ver.3.1.3.0
Link or file attached: http://support.ricoh.com/w/bb/pub_j/dr_ut_d/4101012/4101012451/V3130/5175662/175662.exe
Application with error Application: Adobe Acrobat Reader DC
Problematic document Document: Please see attached file "test.pdf"
Other notes • Use Release station and Find Me Print feature
• Web print printers are virtual queues (vqcolor)
• The problem only happened with .pdf files which contained graphics
• When a user printed a problematic .pdf file via a client PC then it printed successfully
• Other documents including MS Office documents do not have any problems when the users print via web print
Description to match with debug files
Date Date: 2020-02-28 23:33:48
Username User: nsaedu02
Printer Printer: vqcolor
Printed document Document name: test.pdf
IP address of printer IP address: 10.0.0.1

© 2020 PaperCut Software International