Troubleshoot Print Deploy

IMPORTANT

Having trouble with specific print driver? Report it to us using the Print Deploy issue report form.

Here is a starting point if you're coming across any issues with Print Deploy.

Basic server and client checks

Check that you meet the Print Deploy minimum system requirements, in particular the server requirements, print driver requirements, client requirements, and firewall rules.

Print job issues

Assuming the print queue is installed on the user's machine, there could be an issue related to a certain print driver, or the print driver might not be properly installed on the user's computer, or you press Print and nothing comes out of the printer.

If printing on your reference computer works, and you suspect that there is an issue with Print Deploy's ability to clone and install the driver, then fill out this form so that we can have a look at your driver.

If you want to delve deeper into what might be happening, then debug information is available in the Windows Event Viewer Operational Log and the CUPS error_log when running in debug mode:

Print Deploy cloner tool

All the log lines are excerpted from the cloner log file, located here:

  • Windows: pc-print-deploy-cloner-<timestamp>.log, stored in the same directory you ran the cloner tool from
  • macOS: pc-print-deploy-cloner-<timestamp>.log, stored in /tmp

Why does Print Deploy cloning take longer on Macs?

On Windows, when you clone multiple print queues that share the same driver the Print Deploy cloner copies the driver only once. On Macs, however, the driver is copied for every print queue along with its PPD file. Let the cloner run in the background; it will get there.

Where do I see what was cloned?

The cloner keeps a copy of the cloned printer zip bundle (and the log file) on the reference computer.

Windows: [host]-[os]-[arch]-[epoch].zip, stored in the same directory you ran the cloner tool from

MacOS: [host]-[os]-[arch]-[epoch].zip, stored in /tmp for Mac OS

Cloner troubleshooting

Issue

Some of the print queues in my reference computer did not get cloned (Windows)

Cause The Windows cloner tool excludes some printers when cloning for various reasons.
Log file lines to look out for

2019-07-19-14:11:14 SUPPO cloner_windows.go:182 printer 'Adobe PDF Converter' is not a real one. not cloned

The printer is not a real (for example, Adobe PDF Converter) printer.

2019-07-19-14:11:14 SUPPO cloner_windows.go:191 printer 'KONICA MINOLTA Universal PS v3.4' uses a WSD port. not cloned

The printer uses an unsupported port, for example, a WSD port.

2019-07-19-14:11:14 ERROR cloner_windows.go:172 printer 'FX L1' has driver 'FX C3450 d' with no inf file. not cloned

The printer driver does not have an INF file. For now, Print Deploy doesn't support drivers that do not have INF files.

Seen with some Fuji Xerox drivers that were installed using the installer. A workaround is to extract the driver package and install the driver using Windows 'Add Printer' dialog.

 
Issue I can't see any of my print queues I just cloned.
Cause The cloner tool failed to connect to the Application Server to upload print queues.
Log file lines to look out for

2019-07-19-14:40:30 ERROR main.go:131 failed to initialise uploader: server not reachable: dial tcp 10.100.1.1:9174: i/o timeout or 2019-07-19-15:36:18 ERROR main.go:131 failed to initialise uploader: dial tcp: lookup l-ranganathg: no such host

Before the cloner starts, it checks if the server is reachable. In most cases, if there's no connectivity the cloning will fail at the beginning with this log entry.

2019-07-19-14:44:27 ERROR uploader.go:114 upload failed on attempt 3 of 3. error: Post https://10.100.1.1:9174/deploy/upload: dial tcp 10.100.1.1:9174: connectex: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. 2019-07-19-14:44:27 ERROR uploader.go:122 upload failed after 3 attempts 2019-07-19-14:44:58 ERROR main.go:195 failed to upload package file l-ranganathg-win-amd64-1563511387.zip. error: HTTPRetryClient: request cancelled

In the rare case the connection to the server gets lost after the cloning starts, the cloner will retry three times before giving up.

Failed to upload the zip file to the server. File saved to C:\Work\Code\pc-printer-cloner\l-ranganathg-win-amd64-1563511387.zip.

If the cloned printer bundle fails to upload, the cloner will write this log entry and also display an error in the terminal (Macs) or command prompt (Windows)

Print Deploy logs

Still having issues? Check out how to collect the Print Deploy logs for troubleshooting.