HP ePrint Enterprise Troubleshooting Guide Release 4.
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Table of contents 1 Overview ...................................................................................................................................................... 1 2 HP ePrint Enterprise Server ............................................................................................................................ 2 2.1 Installation problems ...................................................................................................................................... 2 2.1.
2.4.2 Configuring log for SVC calls .................................................................................................... 27 2.5 Other problems .............................................................................................................................................. 27 2.5.1 Administration page layout problems — bad fonts and/or missing images ......................... 27 2.5.2 No proper host configuration found .............................................................
List of figures Figure 2-1 Browse for User Account ..................................................................................................................................... 2 Figure 2-2 Browsing error message ..................................................................................................................................... 2 Figure 2-3 Turn on network discovery ......................................................................................................................
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1 Overview This guide provides information about possible solutions to problems that may occur when using HP ePrint Enterprise server solution and HP ePrint Enterprise (service) application.
2 HP ePrint Enterprise Server 2.1 Installation problems 2.1.1 Installation error while running SQL script For a local SQL installation, make sure the proper credentials are used during configuration of the SQL settings in the installation wizard. The specified account must have administrator privileges. For a remote SQL server, verify connection to Microsoft SQL server 2008, as 2005 is not currently supported.
1. Verify the server is added to the domain/workgroup. 2. Start the following Windows services: 3. a. Computer browser b. Function Discovery Resource Publication c. SSDP Discovery d. UPnP Device Host Turn on network discovery as shown here: Figure 2-3 Turn on network discovery 4. Enable NetBIOS over TCP/IP, as shown below. Advanced TCP/IP Settings is accessed using the following navigation: a. Go to Control Panel. b. Select Network Connections. c.
e. Click Advanced on Internet Protocol Version 4 (TCP/IPv4) properties window . f. On the WINS tab, select the option Enable NetBIOS over TCP/IP. 2.2 Printing problems 2.2.1 HP CloudPrint Windows driver was not installed Verify that your Windows spooler service is enabled and running. When working properly, uninstall and reinstall HP ePrint Enterprise again.
2.2.2.1 Bidirectional communication Ensure that bidirectional communication support is enabled for the HP Cloudprint printer: Figure 2-4 HP Cloudprint — Bidirectional communication enabled 2.2.2.2 Clean up printer spooler files If HP CloudPrint printer driver fails to send a job to a printer, the printer spooler can be stuck trying to process an older job, compromising new print jobs. To clean up the printer spooler, follow these steps: 1. Stop Printer Spooler service. 2.
Figure 2-5 Internet Information Services (IIS) Manager Confirm that settings have been successfully applied to /cloudprintadmin/printerdirectory: Figure 2-6 Internet Information Services, printerdirectory 6 Chapter 2 HP ePrint Enterprise Server
2.2.3 Microsoft Office files are not printing Verify your Microsoft Office applications were properly activated. Try to open each application at least once and see if any popup appears. If it does, mark the checkbox so it will no longer appear. Also, make sure that the user running the Office applications for the first time is the same user specified as Administrator in the installation wizard.
3. 4. 8 c. In Access Permissions, click Edit Defaults, add Network Service, and Allow local access permission. Do the same for \Users. d. In launch and Activation Permissions, click Edit Defaults, and add Network Service to it, and grant Local launch and Local Activation permissions. Do the same for \Users. Save the Console with a suitable name a. Apply the Changes and close the component window. b. The Save Console Screen will display. c.
c. Select Microsoft Office applications of interest (Microsoft Excel Application, Microsoft Office PowerPoint Slide, and Microsoft Office Word 97 – 2003 Document) Figure 2-8 Required changes: MS Office 2007 Figure 2-9 Required changes: MS Office 2010 d. Open Properties, and select Identity tab. Section 2.
e. Select The interactive user as user account for running the application. Figure 2-10 Multi Select Properties f. 5. Click OK. Create temporary storage folder for use by Microsoft Office applications a. Browse to C:\Windows\System32\config\systemprofile in Windows Explorer. b. Create a new folder named Desktop. c. Log out, restart computer, and log back in.
http://technet.microsoft.com/en-us/library/bb310786(v=exchg.141).aspx Information about controlling TNEF for Exchange Server 2013 can be found here: http://technet.microsoft.com/en-us/library/bb310786(v=exchg.150).aspx 2.2.3.2 Microsoft Office files do not print when User Account Control is set at its default level If the User Account Control (UAC) on the Server is set at the default level (UAC is enabled by default), Microsoft Office files might not print.
2. In the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\policies\system, change the DWORD EnableLUA from 1 to 0. Figure 2-12 Registry Editor 3. Restart your computer. 2.2.
To verify this condition, simply enter the administration console and look for the user that experiencing the problem. Check whether or not the “NT User Account” field is provided: If “NT User Account” is empty, then the PJL header is probably generating like this: @PJL SET ePrintEmail = "john.doe@hp.
2. On the Ports tab, select the configured HPAC SPP port and click Configure Port. 3. Select Use job data logon and click Configure.
4. ForJob data string, enter ePrintUsername. For Max search length, enter 4000. Click OK. Figure 2-14 Job data properties 2.2.5.2 Secure Pull Print using SafeCom SafeCom SPP job data properties define the buffer size where SafeCom SPP will look for the ePrint-specific job header (for example, ePrintEmail). The maximum search length for SafeCom SPP needs to be modified to 9999. To modify the maximum search length, complete the following steps: 1. Right-click the SafeCom SPP Queue 2.
3. Under User authentication select Use job data logon and then click Configure. Figure 2-16 Use job data logon 4. In the Job data string field, enter ePrintEmail. In the Max search length field, enter 9999. Click OK. 2.2.6 Jobs sent to PIN printers are correctly submitted, but do not print In this scenario print jobs are sent from mobile clients to Job Retention-enabled printers and are correctly rendered, but users can’t retrieve them at the printer.
2.2.7 Print-ready documents print continuously This scenario may occur if a print job is submitted to a printer that does not support print-ready functionality for the particular file type. Ensure that only those file types which are supported by the printer are checked. 2.2.8 User can print from ePrint Services App but cannot print using Email Printing For this scenario, check if the user or the user group to which the user belongs has permissions for email printing.
1. Click View and Manage Printers screen to redirect to the printer editing form. 2. Select the printer and click Edit. 3. Uncheck the option Override printer information with real data from monitoring. Figure 2-17 Edit a printer 2.2.10 Missing images in HTML documents HTML documents or emails sent in text/html format may contain images whose source refers to internet URLs. While ePrint Enterprise attempts to fetch the proxy details configured in the system, it may not succeed in certain scenarios.
Figure 2-18 Permissions for inetpub 2.3.2 File permission problems Other product installations or user actions may change permissions, denying access to files. The following figures show some failure messages related to wrong permissions on %ALLUSERSPROFILE%\Application Data\Hewlett-Packard\HP CloudPrint folder. Figure 2-19 Job submission test Section 2.
Figure 2-20 Event Properties It is important to set and keep the default permissions. Minimum permissions include Full Control for the Administrators Group and NETWORK SERVICE user. The NETWORK SERVICE access right is necessary for the administration console (including Submission Test page) to work properly. Figure 2-21 HP CloudPrint Properties 2.3.3 MSMQ queues access rights HP ePrint Enterprise uses MSMQ queues to send job processing information throughout HP ePrint Enterprise modules.
To verify queue permissions, complete the following steps: 1. Go to Start, Administrative Tools, Computer Management. 2. On the left menu (tree), expand Services and Applications. 3. Expand Message Queuing. 4. Expand Private Queues. Figure 2-22 Computer Management Queue names are defined by LocalControlQueueName, LocalContentQueueName, and PrinterQueuePrefix on CPQueues session of HP ePrint Enterprise settings file. Section 2.
5. Right-click the queue you want to verify, and select Properties. Figure 2-23 Local content Properties Only the owner of the queue can adjust queue permissions. To set the owner, complete the following steps: 22 1. Go to Start, Administrative Tools, Computer Management. 2. On the left menu (tree) expand Services and Applications. 3. Expand Message Queuing. 4. Expand Private Queues. 5. Right-click the queue you want to verify, and select Properties. 6.
8. On Advanced Security Settings window, select Owner. Figure 2-24 Advanced Security Settings 9. Click a name on the list (preferably one that reflects the current logged on user or group), and click Apply. Certify that the Current owner is the user/group that has been selected. Figure 2-25 Advanced Security Settings 10. You can now adjust other queue settings. WARNING! Setting the wrong permissions can permanently compromise access to this object, and may require MSMQ reinstallation to restore access.
IMPORTANT: Never adjust permissions or change ownership of an MSMQ queue while HP ePrint Enterprise is running. Always shut down the services before performing any changes on MSMQ objects. 2.4 API configuration problems 2.4.1 Unable to access the new API The new API is installed by default under a web application named gd inside the IIS root (e.g. C:\Inetpub \wwwroot) folder.
2.4.1.2 SVC mapping is missing (Windows Server 2008 or Windows Server 2012) The HP ePrint Enterprise installer tries to add the *.svc mapping into the /gd application. In the Handler Mappings section, verify that *.svc is registered: Figure 2-27 Handler Mappings If not registered, you can create a *.svc handler by selecting Add Managed Handled under Actions panel: ● Request path? *.svc ● Enter: System.ServiceModel.Activation.HttpHandler, System.ServiceModel, Version=3.0.0.
Figure 2-29 Request Restrictions If this doesn’t help, re-map from the parent by setting the Entry Type to Inherited from Local. Right-click the managed handlers svc-Integrated, svc-ISAPI-2.0 and svc-ISAPI-2.0-64 and click Revert to Parent. 2.4.1.
1. Check whether you can access http:///gd/ on the iOS or Android device. 2. If yes, run any one of the available Web debugging tools such as Wireshark or Fiddler. If the trace result generates the error “HTTP/1.1 405 Method Not Allowed”, go to the next step. 3. Clear the WebDAV Publishing role service from the HP ePrint Enterprise server, and then activate HP ePrint Enterprise again. Figure 2-30 Select Role Services 2.4.
4. On the right, scroll down to Role Services. The Static Content is not installed by default. 5. Click Add Role Services, and select Static Content. Click Next. 6. Finish the wizard. The IIS must be restarted for changes to take effect. 2.5.2 No proper host configuration found This error occurs when trying to access the administration console on the web browser and the database connection fails.
2.5.3 SMTP service crashing The HP ePrint Enterprise SMTP sink component receives email messages that will be printed. It runs as a plug-in to the SMTP service. If the SMTP sink component fails to process the message (runtime errors), it may start a loop to process the message again, leading to exhaustive system resource usage. If this occurs, complete the following steps: 1. Stop the SMTP service. 2. Go to the folder where messages are located (usually C:\inetpub\mailroot\Queue). 3. Remove all .
Figure 2-32 Remote Network settings Next you will need to create the connector and open the Properties. Make your new scoped connector an externally Secured connector Before performing this step, the Exchange Server permission group must be enabled. From Properties, go to the Permissions Groups tab and select Exchange servers. Figure 2-33 CRM Application Properties Continue to the Authentication tab, and select Externally Secured (for example, with IPsec).
This means you have complete confidence that the previously designated IP addresses are trusted by your organization. Figure 2-34 Externally Secured WARNING! If you do not perform these two steps in order, the GUI blocks you from continuing. Do not use this setting lightly.
4. Click OK. 2.5.7 ePrint Enterprise fails to import printers exported in FIS format When you try to import printers from an FIS sheet, it fails to import the printers with the following error: Failed to create importer Component. This can happen if the importer component is not registered in your system. Execute the following statement in your command prompt, and try again to import the printers: C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\RegSvcs.
NOTE: Microsoft 2007 Office System Driver: Data Connectivity Components should also be installed on the Server if you are using any version of Microsoft Office, other than Microsoft Office 2007. It can be downloaded from here: http://www.microsoft.com/en-us/download/details.aspx?id=23734 2.5.8 Unable to log in to the HP ePrint Enterprise administration page even after entering credentials You are not be able to log in to the HP ePrint Enterprise administration page, even after entering credentials.
2.6.2 Persisting Print ready data Logging of print ready data can be enabled or disabled by creating a key named SavePrintReadyData (REG_SZ, string) with value 1= log enabled, 0 = log disabled under HKEY_LOCAL_MACHINE\SOFTWARE \Hewlett-Packard\HP CloudPrint registry path. Log is stored under hpCloudPrint/logs folder. 2.6.3 Save email messages For debugging purposes, the SMTP sink component can save email messages in raw format.
3 HP ePrint Enterprise Data Administrator 3.1 Error while importing data The Importer/Exporter tool relies on Microsoft Script Control (MSSCRIPT.OCX) for its data importing processes. Some operating systems (in particular, Windows 2008) may not have this component registered by default. In this is the case, the following error may display when importing data: Figure 3-1 Unregistered MS Script Control error during data import One possible workaround is to register Microsoft Script Control.
4 HP ePrint Enterprise mobile apps 4.1 HP ePrint Enterprise app for BlackBerry OS 7.1 and lower 4.1.1 Error while downloading app from ePrint Enterprise Server If “Error 907 Invalid COD file” occurs while downloading the BlackBerry mobile client from http:///cp, verify the IIS mime types in the IIS admin page, make sure the file types for .cod and .jad are properly set, having only one entry each: ● .jad = text/vnd.sun.j2me.app-descriptor ● .cod = application/vnd.rim.cod 4.1.
4.3 HP ePrint Enterprise for Good 4.3.1 Red screen problems Depending on your Good server configuration, you may notice a red screen immediately following the first installation, followed by the first log-in. In this occurs, the workaround is to stop the running application and start it again. The application will then display the agree screen and should work properly from that moment on (with no more freezes or red screen occurrences).
38 2. Open the settings on your device. 3. Go to Settings > Security, and add a lock screen pin to your device.
