Troubleshooting

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If AutoConnect does not create the desired printers or if printing itself fails to work properly, please check the following before contacting ThinPrint support.

To generate configuration reports and to troubleshoot problems, please use the ThinPrint Diagnostic Utility.

For AutoConnect issues, please also use AutoConnect Diagnostics. Select the Detailed Diagnostics option for a selected entry, then you will get infor­mation about the operations carried out by AutoConnect or about possible faults.

AutoConnect Diagnostics

AutoConnect Diagnostics

AutoConnect Diagnostics: information about successfully created printers

AutoConnect Diagnostics: information about successfully created printers

AutoConnect Diagnostics: detailed error description

AutoConnect Diagnostics: detailed error description

For high-availability questions, please use the status display, which you can display on the remote desktop by mouse-over for the relevant print server.

  • With ThinPrint Engine installation, the following message appears in the ThinPrint License Server window: “License server could not be found. Please enter the address of your primary ThinPrint License Server. (The RPC server is unavailable. (Exception from HRESULT: 0x800706BA))”.

– Use the FQDN instead of the hostname for specifying the license server address.

  • With ThinPrint Engine installation on Windows Server 2012, the following mes­sage appears: “The installation of Microsoft .NET Framework 4.6 (x64) has failed. Setup will now exit.”

-Restart the server. Afterwards perform the installation again.

  • In the server settings of the ThinPrint Engine MMC component the following message appears in the ThinPrint License Server tab: “License server could not be found. Please enter a valid address.”

– Use the FQDN instead of the hostname for specifying the license server address.

  • The Windows Event Viewer shows the message “No valid license found”.

– On the license server, verify that the License Manager shows a valid license key. See Entering license keys.

– In the ThinPrint Management Console, verify that the user who has printed is ThinPrint enabled. See Assigning a license to a user.

– Verify that the ThinPrint Engine machine can connect to the License Server using the address and TCP port specified there.

– On the license server, delete the local user group ThinPrint Excluded Users. See “Excluding users” under Access user configuration..

  • If a ThinPrint license is used as soon as a remote desktop user logs on for the first time even if AutoConnect did not create or map printers for that user, per­form an update from ThinPrint version 11.0 to 11.0.1 or higher. Afterwards the ThinPrint Diagnostic Utility shows at least the following versions:
    ThinPrint Engine 11.1.536 (instead of 11.0.496)
    TPAutoConnect.exe 11.0.1278 (instead of 11.0.1266)
    TPSvc.dll 11.0.1345 (instead of 11.0.1306)
  • If you run Windows Server 2008 (x64) SP1: Did you install the Microsoft Hot­fixes KB958741 (Print Job Owner) and KB958656 (Client Side Rendering)?
  • If AutoConnect does not create or connect any printers after an update to Thin­Print version 11.0.2, and the following message appears in the Event Viewer:

Event ID 1004 TaskCategory (4) TPAutoConnect Configura­tionFiles: 13 – The data is invalid. (% PATH-TO-DB \ TPACGlobal.db), 1

the AutoConnect database is no longer consistent. To fix this, proceed as fol­lows:

-Make sure that your mapping database is specified in the AutoConnect con­figuration (MMC) or alternatively in the AutoConnect group policy (GPO).

-Open the Map Additional Printers table in the AutoConnect configuration. Insert a new line, and enter a dummy printer in the Target Printer / Group column, e. g.: \\localhost\dummy
Confirm with OK and Publish.

-Remove the new line and confirm with OK and Publish again.

  • Is the same protocol selected for the ThinPrint Client, the ThinPrint Port, and AutoConnect? Example for RDP:

-Is the RDP type of the ThinPrint Client installed on the client machine?

-To which type of ThinPrint Port is the specified printer template connected? Virtual Channel Protocol (ICA or RDP); must be enabled in the port con­figuration.

-For AutoConnect, either Virtual Channel (ICA or RDP) or Auto must be set as connection protocol, and the respective column in the Dynamic Printer Matrix has to be set to enabled (here R for RDP).

-Is TP AutoConnect Service running on each remote desktop (terminal server or virtual desktop)?

  • If TCP/IP is the selected protocol:

-Are the TCP port numbers the same on server and client (see port configura­tion in MMC and ThinPrint Client Manager)?

-Are you sure that the TCP port number is not being blocked by the firewall or by another program?

-Is the client in a masked network (NAT)? If so, you must select either RDP or ICA (and client-side use the respective ThinPrint Client), or additionally install the ThinPrint Connection Service.

  • If a printer was created manually, check the naming convention of the ThinPrint Port (see port configuration in MMC).
  • If you selected Use encryption on the server, read the section Encrypting of print data for further information and Troubleshooting in the instruction Creat­ing certificates for printing with ThinPrint for further information.
  • If the TP AutoConnect Service can’t be started: Check the access permissions on the folder/s in which the configuration databases are stored. See Storage destination for AutoConnect settings.
  • From the time when the option Printer Self Service is enabled, the printers of users who log on to a session for the first time aren’t created or mapped auto­matically anymore. The tables Map Additional Printers and Dynamic Printer Matrix then provide the input for printers to be selected.
  • If you have moved the Storage destination for AutoConnect settings from its default path1 to another location – e. g., to a network drive –, it may happen that changes to one of the tables Dynamic Printer Matrix or Map Additional Printers do not work. In this case, open one of the two tables, add a row and save the table. Afterwards you can withdraw this change immediately. The AutoConnect configuration is then automatically updated the next time a user logs on.
  • Are the correct templates used when AutoConnect starts? For each template, there must be an appropriate printer name, printer class, or entry in the Dynamic Printer Matrix (see ThinPrint Client Manager and AutoConnect). Check that AutoConnect is working by starting it manually: Open the Command Prompt in a remote desktop session, change to the AutoConnect’s program directory – e. g. C:\Program Files\Common Files\Thin­Print – and enter the following to create the session printers:

tpautoconnect –d

tpautoconnect -v

(tpautoconnect -d removes existing autocreated printers and ends the AutoConnect application in the session)

If the session printers can be created manually by entering TPAutoConnect in the command line but are not automatically created when the remote desktop ses­sion is started, check all AutoConnect settings in MMC.

  • Testing the TCP/IP connection: For printing via TCP/IP, there must exist between server and client a TCP/IP connection which allows direct communication with the ThinPrint Client and its TCP port. Masked client networks (NAT) can often cause difficulties in this situation. Test to see if the connection exists by trying a telnet from the server to the client’s TCP port.2 To do this, enter the fol­lowing at the server’s Command Prompt:

telnet IP port (blank space between IP address and TCP port number)

IP is the client machine’s IP address; port is the TCP port the ThinPrint Client is using. (See also Advanced tab)

Example 1: telnet 192.168.131.224 4000
After executing this command, a telnet window should open without error message. If so, the connection is OK.

  • If you are using Driver Free Printing but, even though the printers are created in the remote desktop session with AutoConnect, printer options such as paper formats and sources are unavailable, check whether the following functions have been enabled:

Enable sending properties in the ThinPrint Client Manager

Inherit client printer settings in the AutoConnect configuration

  • MMC module High Availability Mapping:

-If the Remap Printers function doesn’t recreate or remap the printers in the remote desktop sessions: Restart the TP AutoConnect Service and change its start type to Automatic (Delayed Start).

-If AutoConnect doesn’t switch automatically to the secondary server if, in Failover mode, the primary server is set to the Maintenance status: Restart the TP AutoConnect Service and change its start type to Automatic (Delayed Start).

-If a failover takes several minutes to remap or reconnect printers, perform an update from ThinPrint version 11.0 to 11.0.1 or higher. Afterwards the Thin­Print Diagnostic Utility shows at least the following versions:
ThinPrint Engine 11.1.536 (instead of 11.0.496)
TPAutoConnect.exe 11.0.1278 (instead of 11.0.1266)
TPSvc.dll 11.0.1345 (instead of 11.0.1306)

  • Session-in-Session: Check whether ThinPrint Engine is installed on the machine that you want to run the second session on. The Session-in-Session component must be installed on the “middle” computer. Check in this example:

-Whether the required Registry value SISActive (reg_dword) is present and set to 1 (0=inactive, 1=active). Path: hkey_local_machine\soft­ware\ThinPrint\TPClnRdp (or \TPClnIca)

-Whether the ThinPrint component TPClnICA.dll is present in the ICA Client’s (also: Citrix XenApp Plugin for Hosted Apps) directory – e. g.: C:\Program Files (x86)\Citrix\ICA Client. If not, copy it from the ThinPrint program directory – e. g.: C:\Program Files\ThinPrint Engine – to this directory.

Please also note the section Citrix ICA Client later installed.

  • From Windows 2012 R2 type-4 drivers can’t be connected to third-party printer ports. That’s why use type-3 drivers with ThinPrint Ports.
Example for a type-3 driver, in this example: Lexmark T644 (MS)

Example for a type-3 driver, in this example: Lexmark T644 (MS)

 


1. C:\ProgramData\ThinPrint\TPAutoConnect\TPACGlobal.db?
2. A ThinPrint Client (TCP/IP type) is necessary on the respective client machine.?

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