Troubleshooting Web Print Problems
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Troubleshooting Web Print Problems

1.1. Why are some file formats not available? (Supported file formats listed in are not listed under OptionsGeneralWeb PrintStatus page or not accepted when uploading a file.)
1.2. The status in the admin interface or on the Web Print dialog is indicating an error. What can I do?
1.3. Where is the Web Print logs folder?
1.4. Why is my print queue "currently not available"?
1.1. Why are some file formats not available? (Supported file formats listed in are not listed under OptionsGeneralWeb PrintStatus page or not accepted when uploading a file.)
1.2. The status in the admin interface or on the Web Print dialog is indicating an error. What can I do?
1.3. Where is the Web Print logs folder?
1.4. Why is my print queue "currently not available"?
1.1.

Why are some file formats not available? (Supported file formats listed in the section called “Supported Applications and File Formats” are not listed under Options → General → Web Print → Status page or not accepted when uploading a file.)

First check the section called “Supported Applications and File Formats” to see that the file format is supported in the mode that the Web Print server is running in. Some file formats are only supported in sandbox mode.

Next ensure that the associated application is installed and working. If running in sandbox mode, log in as the webprint user, open and print a document with the application to ensure the user has the correct permissions.

The next step is to check the Web Print log files. The Web Print server has a handler for each supported application. Each handler has a log file, which may provide more information about why the file format is not available. The handler log files are named web-print-handler-*.log, where * is the name of the application. See Q: 1.3 for the location of the Web Print logs folder.

Open the log file that matches the application of interest (e.g. web-print-handler-mso-word.log for Microsoft Office Word documents) in a text editor. Check the log file for any obvious errors, such as not being able to find the application or problems launching it.

For further assistance contact support.

1.2.

The status in the admin interface or on the Web Print dialog is indicating an error. What can I do?

The Web Print server is not running or could not be contacted

When running in simple mode:

  • The service PaperCut Web Print Server should be running.

When running in sandbox mode:

  • The Web Print dialog should be visible on the Web Print server, and the Status should not indicate any error.

  • While logged onto the Web Print server as the webprint user, ensure that the mapped W: drive is accessible and maps to [app-path]/server/data/web-print-hot-folder/ on the PaperCut MF primary server.

  • Open [app-path]/providers/web-print/[platform]/web-print.conf on the Web Print server in a text editor and ensure that the hotfolder= option is set to W:.

For further assistance contact support.

The Web Print service is running as the SYSTEM account and does not have access to render print jobs

If running Web Print in simple mode, check the steps listed in the section called “Web Print Simple Mode Setup for Windows Servers (PDF Only)” to ensure that the service has been correctly configured to run as the webprint user account.

If running Web Print in sandbox mode this error may indicate that the service PaperCut Web Print Server is running. This service is not required in sandbox mode and should be disabled.

No valid handler programs installed/defined

See Q: 1.1.

The configured hot folder location is not writable.

  • Check that the location indicated by Hot folder on the Web Print dialog is correct.

  • As the webprint user, navigate to the drive/directory that is mapped to the PCWebPrint share (W: on Windows). Try creating an empty text file. If this action fails there is a problem with permissions. Check the Sharing and Security (NTFS/file) permissions for the PCWebPrint share on the PaperCut primary server. The webprint user should be allowed read and write access.

  • For further assistance contact support.

Other error messages

Check the Web Print server log file web-print.log. See Q: 1.3 for the location of the logs directory. For further assistance contact support.

1.3.

Where is the Web Print logs folder?

The logs folder is located on the system running the Web Print server software.

On Windows the location of the logs folder depends on configuration and the Windows edition. Logs may be written to [app-path]\providers\web-print\win\logs\, or to %USERPROFILE%\web-print-logs\ (e.g. C:\Users\[username]\web-print-logs\ on Windows Vista/2008. For a definitive answer open the file [app-path]\server\data\web-print-hot-folder\web-print-server.status on the primary PaperCut MF server in a text editor and check the line beginning server.log-file=.

1.4.

Why is my print queue "currently not available"?

When using the Web Print interface, some print queues are giving me an error message: Errored: Printer '\\servername\queuename' is currently not available.

This can be caused by trying to use Web Print on a print queue that has been deleted or by trying to print to a print queue that is not installed on the Web Print Sandbox. Please confirm this by logging into the Web Print Sandbox as the Web Print user and attempting to print to the above print queue.

Note

It is important that the jobs pass via the queue on the server - do not add a Local Printer. You should also use add the printers using the print server's machine name and not an IP address.

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