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User not receiving PaperCut pop-ups 

Check if the client is running

Users may quit the PaperCut application by clicking on the icon in the lower right on Windows or upper right on Macs. It is also possible to quit using quick keys to close an application on Mac, if it PaperCut is running in the foreground.  Verify that the application is running and the icon is showing.

Check network connectivity

If a user is using their own laptop to print, they may fail to receive PaperCut Pop-ups if they do not have a good connection to Tempest, either because they accidentally joined Guest instead or due to other wireless issues.

The user may have accidentally quit the client and may need to re-launch it.  

The previous versions of the client (v11 and v14) had been configured so users could not quit them, but in the new version (v17) the user is allowed to quit it should they need to for troubleshooting, etc.

If it has been awhile since the user has printed, the user may not have the correct version of the Laptop printing PaperCut client installed. See PaperCut Overview for Users - Pay for Print System for instruction on installing the correct client.

User could not login

User has incorrect password

If the user is entering the wrong password, it will show up in the PaperCut Application log.

User has long username

User could login to Lab machine with MaineStreet credentials, but could not login to PaperCut with them and user has a long username. The user will need to user their full email as their username to login.

User has changed name

During name change, occasionally accounts have been accidentally deactivated.

If they changed from a short name to a long name or from a long name to another long name, there may be two accounts for them in PaperCut. Search by the user's actual name (example: Jennifer Watson). If multiple accounts are found, choose the one that has $r.<6 digit number> and then cut and paste the users Primary ID and email address into this account. Then delete the other older accounts. If you don't feel comfortable doing this, then put a ticket in EUT's queue and explain that you found multiple accounts. 

Although normally papercut will use the beginning of a person's email, Active Directory can't handle usernames longer than 21 characters, so when PaperCut syncs with AD it will receive the SAM name for those longer account names. Although there was a change in April 2018 to base the SAMAccountName on RILK instead of a randomly generated SAMAccountName, because the RILK never changes for a person. this may cause an initial issue, but once the accounts settles to using RILK, then this issue will not reoccur in the future.

example RILK based SAMAccountName: $r.138021

RILK start with $r. and then have a 6 digit number

example random SAMAccountName: $q2sb01-4qjhabtlapbc

Random SAMAccountNames are longer and are generally a mix of numbers and letters

If a user decides to get an account less than 21 characters, then the old PaperCut accounts can be deleted and the next time they login to PaperCut, a new account will be created with the new shorter username.



User changed password

If the user changed their password and they have an account name greater than 21 characters, see 2nd paragraph in User has changed name section above.

PaperCut says job printed, but user didn't receive print

Check that it was not already taken off the printer by another user and put on the table next to the printer.

Wait 30 seconds, since there may be a number of jobs being processed in the queue.

Check the other printers in the lab. The pop-up from the PaperCut client should have told which printer it went to, but if that was missed, just check the other printers.

If print job is still not located, see the Lab staff or contact ITSS. They can verify the job did not get stuck on the way to the printer and if it did, help resolve the issue.

User has funds on account, but is unable to print

User has changed email

If user has changed their email address, then the user needs to have their ID number transferred to the new account in PaperCut. Contact ITSS for assistance.



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