Troubleshooting & FAQ

Q: Jobs won't print.
Q: Can I have multiple Mac print servers running PaperCut's iPad / iPhone App (e.g. to provide different printers to different subnets)?
Q: My printers don't show up on the iOS devices when selecting a printer.
Q: Other users' jobs are showing up in the PaperCut iPad / iPhone App.
Q: Why isn't PaperCut iPad / iPhone Printing App supporting Windows print servers?
Q: I changed a printer's Location field and it's not being reflected on the devices.
Q: Under what username do jobs from iOS devices arrive in the print queue?
Q: Jobs are printing as [generic account], e.g. "guest".
Q: How do I uninstall / reinstall the PaperCut App on my iPad / iPhone?
Q: How do I prevent a printer being shared?
Q: How do I disable or re-enable iOS printing support on a Mac Print server?
Q: Can the PaperCut App for iPad / iPhone Printing display print scripting pop-ups?
Q:

Jobs won't print.

A:
  1. Are you printing double sided? Try turning double sided off. There seems to be issues with double sided printing on some iOS devices, as of iOS 5.0.1.

  2. Try printing with PaperCut tracking disabled (using /Applications/PaperCut NG/Control Printer Monitoring.command) to help diagnose the problem (see the section called “On Mac” for details).

Q:

Can I have multiple Mac print servers running PaperCut's iPad / iPhone App (e.g. to provide different printers to different subnets)?

A:

Yes! Alternatively, to provide the same printers to multiple subnets, consider using Bonjour/mDNS "reflectors" (left as an exercise for the reader ;-)

Q:

My printers don't show up on the iOS devices when selecting a printer.

A:
  1. Ensure that the printers are shared on the Mac server.

  2. Ensure that PaperCut is installed on the Mac server (primary or secondary server install).

  3. It can take a few minutes before the printers show up on the iOS devices. Has it been that long since sharing the printers?

  4. Ensure that the Mac server is on the same subnet as the iOS devices. Bonjour/mDNS, the protocol used to publish/advertise the print queues, will only broadcast to the local subnet without further configuration (a "reflector", the configuration of which is beyond the scope of the documentation).

    You may be able overcome this limitation by connecting a wireless interface on your Mac server to multiple subnets. This is discussed in more detail at the section called “Sharing Printers to iOS Devices”.

  5. Try rebooting the Mac server. This will refresh the list of available printers and restart the Bonjour services that publish them.

Q:

Other users' jobs are showing up in the PaperCut iPad / iPhone App.

A:
  1. The IP addresses of the iOS devices need to be unique. Ensure that the devices are not behind a NAT relative to the Mac Print Server sharing the print queues.

  2. If just one other user's jobs are showing up, ensure that the DHCP lease times aren't too short.

Q:

Why isn't PaperCut iPad / iPhone Printing App supporting Windows print servers?

A:

PaperCut supports Windows print servers by integrating with best-of-breed solutions like Presto and Efi's PrintMe Mobile. For sites that would prefer a 100% Apple solution, you can add a secondary Mac print server (e.g. a Mac Mini) to provide iOS printing support.

Q:

I changed a printer's Location field and it's not being reflected on the devices.

A:

Changes to the printer's location and name will not immediately be reflected and you may need to restart the system or services to promptly broadcast these changes.

Q:

Under what username do jobs from iOS devices arrive in the print queue?

A:

guest. The CUPS web interface will display this username as Withheld.

Q:

Jobs are printing as [generic account], e.g. "guest".

A:

Ensure that [generic account] is marked as Unauthenticated in PaperCut.

Q:

How do I uninstall / reinstall the PaperCut App on my iPad / iPhone?

A:
  1. Delete the Printing app (Web Clip) (hold your finger down over the app until the icons "go wobbly", then touch the cross icon next to the app).

  2. Delete the Printing profile via SettingsGeneralProfilePrintingRemove It is important that the app / Web Clip is deleted before deleting the profile (if not, problems have been reported such as multiple blank icons returning once the profile is reinstalled, as of iOS 5.0.1).

  3. To reinstall, follow the installation procedure again.

Q:

How do I prevent a printer being shared?

A:

See the section called “Limiting Printer Deployment”.

Q:

How do I disable or re-enable iOS printing support on a Mac Print server?

A:

There are two commands that can be be run from the OS X termninal or the OS X Finder:

  • [app-path]/providers/iosprint/mac/disable-iosprint.command. Stops (and disables) the iOS print service and creates a marker file that is used during susbquent upgrades to respect the iOS print status.

  • [app-path]/providers/iosprint/mac/start-iosprint.command. Enables (and starts) the iOS print service and removes the marker file.

Q:

Can the PaperCut App for iPad / iPhone Printing display print scripting pop-ups?

A:

Not yet. Scripting pop-ups for the PaperCut App are planned for a future release.