Troubleshooting – Personal Printing

762 views 0

Logging

Logging the REST interface PPRest

The logging of the REST interface captures the entire communication of the Personal Printing server, such as the access to the JobViewer and the connections from the authentication devices.

  • Open the file NLog.config in C:\inetpub\wwwroot\PPRest. Make the orange highlighted supplements:
<?xml version="1.0" encoding="utf-8" ?>
 <nlog xmlns="https://www.nlog-project.org/sche­mas/NLog.xsd"
 xmlns:xsi="https://www.w3.org/2001/XMLSchema-instance"
 autoReload="true">

<extensions>
 <add assembly="NLog.Web.AspNetCore"/>
 </extensions>

<targets>
 <target xsi:type="File" name="all-log-file" file­Name="C:\Temp\PPRest-all-${shortdate}.log" lay­out="${longdate}|${logger}|${upper­case:${level}}|${message}|${exception}" />
 <target xsi:type="File" name="own-log-file" file­Name="C:\Temp\PPRest-own-${shortdate}.log" lay­out="${longdate}|${logger}|${upper­case:${level}}|${message}|${exception}" />
 </targets>

<rules>
 <logger name="*" minlevel="Trace" writeTo="all-log-file" />
 <logger name="Microsoft.*" maxLevel="Info" final="true" />
 <logger name="*" minlevel="Trace" writeTo="own-log-file" />
 </rules>
 </nlog>

Then you get two log files in c:\temp:

  • PPRest-all-yyyy-mm-dd.log logs everything
  • PPRest-own-yyyy-mm-dd.log logs everything except Windows messages

Note! Enabling logs will affect the performance. So, disable logging if no lon­ger needed.

Logging the Reg­Print module

The logging of the RegPrint module only records the sending of the self-registration instructions to the printer selected by a user.

  • Copy the file NLog.config from C:\inetpub\wwwroot\PPRest to Personal Print­ing’s program directory (e. g., C:\Program Files\Personal Printing). Make the orange highlighted changes:
<?xml version="1.0" encoding="utf-8" ?>
<nlog xmlns="https://www.nlog-project.org/sche­mas/NLog.xsd"
      xmlns:xsi="https://www.w3.org/2001/XMLSchema-instance"
     autoReload="true">
 <extensions>
   <add assembly="NLog.Web.AspNetCore"/>
 </extensions>
 <targets>
    <target xsi:type="File" name="all-log-file" file­Name="C:\Temp\PPReg-all-${shortdate}.log" lay­out="${longdate}|${logger}|${upper­case:${level}}|${message}|${exception}" />
    <target xsi:type="File" name="own-log-file" file­Name="C:\Temp\PPReg-own-${shortdate}.log" lay­out="${longdate}|${logger}|${upper­case:${level}}|${message}|${exception}" />
 </targets>
 <rules>
    <logger name="*" minlevel="Trace" writeTo="all-log-file" />
    <logger name="Microsoft.*" maxLevel="Info" final="true" />
    <logger name="*" minlevel="Trace" writeTo="own-log-file" />
 </rules>
</nlog>

Then you get two log files in c:\temp:

  • PPReg-all-yyyy-mm-dd.log logs everything
  • PPReg-own-yyyy-mm-dd.log logs everything except Windows messages

Note! Enabling logs will affect the performance. So, disable logging if no lon­ger needed.


Website log

The processes of the web interface are logged by default. The log files can be found in:

%SystemDrive%\inetpub\logs\LogFiles

  • You can change the path or disable logging. To do this, in IIS Manager select: Default Web Site→ Logging.

IIS Manager: path to the IIS log file and Disable option

Solving issues

The table below lists some messages and gives suggestions for solving the problem.

Message/Problem Suggested solution
When installing Personal Printing the following message appears: “The installation of Microsoft .NET Frame­work 4.6 Full has failed. Setup will now exit.”
  • Run a Windows update, and then restart the installation.
You or your users can’t connect to the JobViewer. Depending on the browser, they receive an error mes­sage like this: “Hmm, we can’t reach this page.”
You can open the JobViewer or the Release Stations web console via http, but not via https.

(http is only supported by Personal Printing 4.0, not by Personal Printing 3.0 as a component of Mobile Print 1.0)

  • Does the requested URL match the name of the server certifi­cate installed on the web server (host name, FQDN, or IP address)? If host name or FQDN is used, does name resolution work on the network?
  • Has a server certificate (with key) been installed on the web server, and – in case of Personal Printing server: Has this been selected in Bindings in IIS Manager (and then the IIS service was restarted)?
  • Is the issuer root certificate installed on the workstation (from which the web page is to be opened) in the Trusted Root Certification Authorities store and/or in the Third-Party Root Certification Authorities store and, if applicable, the intermediate certificate in the Intermediate Certification Authorities store?
  • If the error occurs only with the Chrome browser or a based on it (like Vivaldi), then you may need other certificates on the workstation. See Creating a web server certificate for the Per­sonal Printing server or Creating a web server certificate for the Release StationSee Encrypting user data during transmission.
  • If the error only occurs with the Firefox browser, then you may also have to import the root certificate directly into Firefox on the workstation (Options→ Privacy & Security→ Certifi­cates→ View certificates→ Authorities→ Import).
Authentication on the printer works via http, but not via https. For this you have configured the URL of the Personal Printing server in the authentication device first with http and then with https.

(http is only supported by Personal Printing 4.0, not by Personal Printing 3.0 as a component of Mobile Print 1.0)

  • Does the requested URL match the name of the server certifi­cate installed on the Personal Printing server (host name, FQDN, or IP address)? If host name or FQDN is used, does name resolution work on the network?
  • Has a server certificate (with key) been installed on the Per­sonal Printing server, and has this been selected in Bindings in IIS Manager (and then the IIS service was restarted)?
  • Is the issuer root certificate and/or intermediate certificate installed in the respective authentication device?
  • See Encrypting user data during transmission.
Although users can open the Job­Viewer, the displayed information is not updated.
  • Presumably, the users in question use the classic Internet Explorer.→ Recommend a different web browser, e. g. Edge, Chrome or Firefox.
Clicking Test connection in the web console of the Release Station displays the message: “No Personal Printing server found.“

(The button Test connection is only supported by Personal Printing 4.0, not by Personal Printing 3.0 as a component of Mobile Print 1.0)

  • In the Personal Printing configuration of the Release Station, check the entry in Server URL (of the Personal Printing server). Test both protocols (http and https). See also Preparing the Release Station and registering users.
  • On the Personal Printing server, check in IIS Manager’s Binding menu which of the two protocols is supported. See Assigning the web server certificate to the Personal Printing server.
  • In the Personal Printing configuration of the Release Station, disable the Validate certificate option (for testing purposes).
  • Check if there are valid license keys in Personal Printing server’s License Manager. See Licensing.
  • For the https protocol, you must install a web server certificate on the Personal Printing server and the appropriate issuer certificate on the Release Station. See Encrypting user data during transmission.
When trying to print, authentication works, but the print jobs are not sent to the target printer.
  • Check the version of the TPView.exe file in:
    C:\Program Files\Personal Printing oder
    C:\Program Files\ThinPrint Mobile Print und
    C:\Program Files\ThinPrint Mobile Print\WebApps\PPSite
    If this is older than 11.18.1208, exchange it. The current version can be found at:
    www.thinprint.com/en/support/software/software-tools
After the printer in question has been in “sleep mode”, the printouts start with a delay of several tens of seconds. This applies both to normal print jobs and to printing the self-registration instructions.
In the web console of the Release Station, no number appears under Last identity presented when the smart card or token has been held to the card reader.
  • firmware version 1.5 or higher: In the Personal Printing configuration of the Release Station, select the 1 card reader option and connect only one card reader (for testing purposes).
  • Restart the Release Station by disconnecting it from the mains for several seconds.
  • Reload the web page of the Release Station (with the F5 key) each time you hold the smart card or token to the card reader.
  • Make sure that the card reader beeps when you hold the smart card or token against the card reader. If not, change the chip card or the token or – if possible – the card reader.
  • Check whether the card reader supports the type of smart card or token used. If not, contact ThinPrint-Support.
You can’t create a Personal Printer with a native printer driver. Depend­ing on the Windows version, you receive an error message like this: “Unable to install printer. Double check the printer name and make sure that the printer is connected to the network.”
  • You may have tried to connect a printer with a type-4 driver to a third party port, such as the ThinPrint PrintToStorage port.→ Use type-3 drivers for printer objects to connect to a ThinPrint PrintToStorage port (see the screenshot below) – preferably universal drivers of the printer manufacturers.
When trying to print the error mes­sage “An error occurred while spool­ing the print job: %d” appears. There are two known constellations:

  • You have set up a share on a remote print server as the target printer. The target printer uses a printer driver that is not installed on the Personal Printing server → Install this driver manually, not using point&print.
  • You have set up a share on a remote print server as the target printer. The target printer uses a printer driver that you have transferred to the Personal Printing server via point&print. In addition, the option Render print jobs on client computers (alias Client-side rendering) is enabled for this printer on the print server (see the screenshot below).→ Disable the Render print jobs on client computers option or install this driver on the Personal Printing server manually.

example for a type-3 driver, in this example: OKI Universal PCL 5

Render print jobs on client computers option

Disabling NetBIOS support

After a physical printer has been in “sleep mode”, printouts may not start until several tens of seconds have elapsed. This applies both to normal print jobs and to printing the self-registration instructions. The reason for the delay is the configured support for the NetBIOS network protocol. Its deactivation provides a remedy.

  • Open the network configuration on the computer from which the print jobs are sent.
  • Select the TCP/IPv4 network protocol properties.

  • Select Advanced.

  • Select Disable NetBIOS over TCP/IP, and confirm all windows with OK.

Release Station troubleshooting

See the Troubleshooting section for the ThinPrint Hub.

 

Previous Page
Next Page

Was this helpful?