HP ePrint Enterprise Troubleshooting
Contents
1. ee ee ee ee ee ee ee ee ede ee dee deed dee ee 31 2 5 6 HP ePrint Enterprise desktop shortcut does not open after HTTP s Port is changed 31 2 5 7 ePrint Enterprise fails to import printers exported in FIS format eese 32 2 5 8 Unable to log in to the HP ePrint Enterprise administration page even after entering diuum 33 2 6 Advanced logging ERE RETE 33 2 6 Briveir logging EER EE ek GO GE AG ee ee Re ee EEES 33 2 6 2 Persisting Print ready data iis vies eed Se ed Va ee ee ee P DIU D das eb ee n ie Gee 34 2 6 3 Save email messages OE ee tun eo Se OR GR GE RE Re GE Ge 34 2 6 4 Default logging level iss eie RE se ER ee ee se Se bee ee ee Ge Ge oe Bee ee ee ge 34 3 HP ePrint Enterprise Data Administrator ce ee ee ee ee eee eee ee eese eese sese osse sess sss ss se sses sees eese sees osse Gee 35 3 1 Error while importing Celtel so es ee een Ee ei ee DE Ge Ee N Se Ue sS M UE FIR DUPLO bbs ae ee dee 35 a HP ePrint Enterprise mobile apps coo osa eee EERS Ge Gee ben de Ge N EM Ge Ge N VET de eN Ge di n EC Ux SG GN WE dd ed 36 4 1 HP ePrint Enterprise app for BlackBerry OS 7 1 and lower ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee 36 4 1 1 Error while downloading app from ePrint Enterprise Server Ee Gee ee ee 36 4 1 2 Unable to search PIRE E EE NRR 362. OK Cancel Chapter 2 HP ePrint Enterprise Server 4 ForJob data string enter ePrintUsername For Max search length enter 4000 Click OK Figure 2 14 Job data properties Job data properties X Job data string ePrintUsername Max search length 4000 Character to skip lt Space gt x Start character I M Stop character i Lise alternative logon lt None gt Y 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 and select Printer Properties 2 Onthe Ports tab select the configured SafeCom SPP port and click Configure Port Figure 2 15 Safecom Properties T sale om Properties Secuniy Devoe Setting About Genel Shang Posts Advanced Cole Management safecom Print to the following port s Documenti wall print to the first free checked part Inactree TS Port T9081 Inactive TS Port El TPVM ThinPrint Print Part fo O 16 185 Standard TCP IP Port C test Safe om Pull Part Safe om Pull Port HPePESafecom safecom Delete Port Conf a 9 Enable bidirectional support Enable printer pooling Close na Apl Section 2 2 P
3. B 2 Select Role Services Role Services Select the role services to install For Web Server IIS Confirmation Role services Description pis oe eee EE ms TE sites and opti supp Results far ASP NET ASP and Web server extensions You can use the Web Installed Server to host an internal or external wesing Installed Web site or to provide an environment l For developers to create Web based applications CE Redirector El Application Development Installed ASP MET Installed MET Extersibdity Installed L ASP Cor ISAPI Extensions Instalkei BAFI Filters Iimstabed Server Side Includes 3 Health and Diagnostics Installed HTTP Logging Installed Logging Tools Request Monitor Installed Tracina x More about role services 2 4 2 Configuring log for SVC calls SVC calls logging can be activated by un commenting out the logging section in IIS root gd web config The SVC log file is configured to be generated under C logs eprintrest svclog To view the log file use Microsoft Service Trace Viewer This tool is available in Windows SDK 2 5 Other problems 2 5 1 Administration page layout problems bad fonts and or missing images This error occurs when images and CSS files are not applied to web pages because the Static Content IIS component is missing from server installation To add complete the following steps 1 Goto Start Administrative Tools Server Manager 2 On
4. A version number in x x x format should be returned However several errors can occur and the following sections show some of them 2 4 1 1 WCF Activation is missing Windows Server 2008 HP ePrint Enterprise returns 404 errors while accessing http lt installation host gt gd This may occur if WCF Activation was installed on the server To install WCF Activation go to Server Manager select Features and on the right menu select Add Features Under NET Framework 3 0 Features certify that WCF Activation is selected Figure 2 26 Select Features Add Features Wizard E x Confirmation Description Progress 1I Windows Communication Foundation og Id MET dese bes o ieri Installed WCF Activation uses Windows Results AG RS ar Process Activation Service to invoke i EWE eeg applications remotely over the network using protocols such as HTTP Message Queuing TCP and named pipes Consequently applications can start and stop dynamically in responseto incoming BITS Server Extensons work items resulting in application Connection Manager Administration Kit hosting that is more robust Desktop Experience manageable and efficient Group Policy Management Internet Printing Client Internet Storage Name Server D L C O Message Queuing Installed Multipath I O Network Load Balancing Peer Name Resolution Protocol _ Quality Windows Audio Video Experience Remote Assistance Remote Dif
5. Ap HP ePrint Enterprise Troubleshooting Guide Release 4 0 Copyright 2010 2011 2015 Hewlett Packard Development Company L P Microsoft Windows Windows Server 2003 Windows Server 2003 R2 Windows Server 2008 Windows Server 2008 R2 Windows Server 2012 and Windows Server 2012 R2 are U S registered trademarks of Microsoft Corporation in the United States and or other countries BlackBerry RIM Research In Motion SureType and related trademarks names and logos are the property of Research In Motion Limited and are registered and or used in the U S and countries around the world Used under license from Research In Motion Limited iPhone and iPad are registered trademarks of Apple Inc Android is a trademark of Google Inc Good Good Technology Good Dynamics and Good for Enterprise are trademarks of Good Technology Corporation and its related entities January 2015 Confidential computer software Valid license from HP required for possession use or copying Consistent with FAR 12 211 and 12 212 Commercial Computer Software Computer Software Documentation and Technical Data for Commercial Items are licensed to the U S Government under vendor s standard commercial license The information contained herein is subject to change without notice The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services Nothing
6. Paris 16 127 73 137 HF ePnnt Enterpnse two pages doc HP ePrint Enterprise doc HP ePrint Enterprise jpg Files use Ctrl for more items HP ePnnt Enterpnse pdf HP ePrint Enterprise pptx problem occurred while submitting job Unable to create store Section 2 3 Permission problems 19 Figure 2 20 Event Properties Event Properties Event Dale 15 9 2010 Source NET Runime2DEmer 74 Tima 09 47 57 Category None ETE Type Enror Event lD 5000 Een User MAA Bs Computer POACFWIN2K3 EventT ype clr2 k3 P1 com hp cloudprint content exe P2 1 4 0 346 P3 4c906bea P4 com hp cloudprnt cpqueues P5 1 4 0 346 PE 4c906b75 P7 33 PA ab PY system exception P10 NIL Lo mors SCONTO me ep N Lenis 0000 63 00 6c 00 72 00 32 DA 0008 30 00 72 00 33 00 2c OO 0010 20 00 63 ON amp f 00 d ON 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 HP I VoudPrint Properties 3i xi HP i loudPrinl Properties General Sharing Securty Web Sharing Customize General Sharing Secunty web Sharing Customize Group or user namer Group or user namer Admirgitrators POACPNWIN ZK SP dmirast abor ffi
7. Full Control Full Control Delete Dalaba Recawe Message Recawe Massage Peek Matte Peek Mestage Alecenve Journal Message Feceve Journal Message Gat Properties i Get Properties Only the owner of the queue can adjust queue permissions To set the owner complete the following steps 1 P N EX o S D Go to Start Administrative Tools Computer Management On the left menu tree expand Services and Applications Expand Message Queuing Expand Private Queues Right click the queue you want to verify and select Properties On queue Properties window select Security tab Click Advanced Chapter 2 HP ePrint Enterprise Server 8 On Advanced Security Settings window select Owner Figure 2 24 Advanced Security Settings Advanced Security Settings for poacpwinzk3 private localcontent1 Permissions Auditing Owner You can take or assign ownership of this object if you have the required permissions or privileges Curent owner of this item SYSTEM Change owner toc Name 7 000 0000 o Administrator POACPWIN2K3VAdministiator et Administrators POACP WIN 2E Administrators Other Users or Groups Learn more about ownership 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 Advanced Security Settings fo
8. 0 sve Enabled Urepectied IsapiMcdule Inherited Heb m HAC sve ISAPL 2 0 64 svc Enabled Urepecfied Isapiiocule Inher ted Online Hela EED securejet svc ISAPI 4 0 3zbit Buc Enabled Urspecfied Isapifcdule Inherited suc S4PT 4 0_f4bit E owe Enabled Urepecfied lsapfcduls Inherited TraceHandker Inbegr ated Lrace axid Enabled Urepecfied System Web Hand Inherited TraceHanidker Tnbegeated 4 0 Ltrace axd Enabled Urspecfied System Web Handl Inherted TRA CE Verbisrdier a Enabled Lirspecfied ProbocolSupportitc Inherited wohlm Irieratad d 0 whhtm Enabled Urepecfied system Web HttpF Inherited xj duoc Sram Configuration Default Web Stelgd web config dg If not registered you can create a svc handler by selecting Add Managed Handled under Actions panel e Request path svc e Enter System ServiceModel Activation HttpHandler System ServiceModel Version 3 0 0 0 Culture neutral PublicKeyToken b77a5c561934e089 e Name svc Integrated e Request Restrictions Default values can be applied Figure 2 28 Add Managed Handler Add Managed Ha nd ler System ServiceModel Activation HtipHandler System ServiceMod Example System Web UI PageHandlerFactory Name svc Integrated Section 2 4 API configuration problems 25 Figure 2 29 Request Restrictions Mapping Verbs Access Mapping Verbs Access Invoke handler only if request is mapped to Speafy the verbs to be han
9. NETWORK SERVICE 6 Mocity Band Execute Read amp Execute List Folder Content List Folder Contents Haad 1AAAEER J JOOOOOO For for advanced seltings Advanced dur wl ae yaad D mmn EJ rm mns 2 3 3 MSMQ queues access rights HP ePrint Enterprise uses MSMQ queues to send job processing information throughout HP ePrint Enterprise modules Default permissions are set on queue creation which include full control to the owner of the queue in most cases the SYSTEM account and full control for Everyone user 20 Chapter 2 HP ePrint Enterprise Server 2010 09 14 18 12 15 461 1 ERROR Com Hp cCloudPrint cCPQueues CPQueue Exception while trying ta send a message with label JoBG GUID2123456634200847352113620 USERIDs2admin amp hp com PRINTERIDsl to the queue private Localcontenti System Messaging MessageQueueException Access to Message Queuing system is denied 2010 09 14 18 27 42 874 8 ERROR Com Hp cloudPrint cCPOueues CPQueue Exception while trying ta send a message with label JoBC GUID 123456634200856561710764 USERIDa1 PRINTERIDsl JOBIDa8 to the queue private cP_16 127 73 137 Queue was not ready Times5tamp System Module Session Job Username IQ Information 14 9 2010 18 27 40 ContentService 8 poacpwinzk3 americas hpqcorp net admin hp com LDescrppondob content was camedd stored and i ready for printing Fia HP CloudPrint Enterprise Eden doc iB Error 14 9 2010 18 27 42 JobDispatchService 3 poacpwin2k3 a
10. RiGee cbr nebeeork z 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 re install HP ePrint Enterprise again It is mandatory to accept the unsigned driver popup during the installation process otherwise the printer driver will not be present in the Windows Printers folder 2 2 2 Unable to print Verify you can print from the submission test page on the administration console If this works check that there is no error in your device message list while forwarding the email to be printed to the HP ePrint Enterprise email account If there is an error e Check the SMTP domains under the IIS administration page on the HP ePrint Enterprise machine and verify that the email hostname you set on the policy is listed If not it can be added to the domains list as an alias Add as many aliases as needed e Check your company email server settings i e Microsoft Exchange and allow email forwarding to your HP ePrint Enterprise email account eprint eprint hostname This is not usually needed as it is forwarding the email to a hostname on the Intranet If you cannot print from the submission test page and this is not an HP device you may have to manually set the printer personality to PCL5 PCL3 and PS depending on what your printer supports If this is an HP device check your connec
11. Specify which security mechanisms are available for incoming connections v Transport Layer Secunty TLS Enable Domain Security Mutual Auth TLS Basic Authentication r Exchange Server authentication Integrated Windows authentication A WARNING Ifyou do not perform these two steps in order the GUI blocks you from continuing Do not use this setting lightly You will be granting multiple rights including the ability to send on behalf of users in your organization the ability to ResolveP2 that is make it so that the messages appear to be sent from within the organization rather than anonymously bypass anti spam and bypass size limits Basically you are telling Microsoft Exchange to ignore internal security checks because you trust these servers The nice thing about this option is that it is simple and grants the common rights that most people probably want 2 5 5 Server connection problem using Android This message can sometimes appear when trying to enable Enterprise printing on Android mobile devices To resolve this error from within the Android ePrint app navigate to Settings and then turn on ePrint When prompted for the ePrint Enterprise server information enter http FQDN gd where FQDN the actual fully qualified domain name for the ePrint Enterprise server 2 5 6 HP ePrint Enterprise desktop shortcut does not open after HTTP s Port is changed This can ha
12. User Import Users Manage Senrices amd aka Service Settings Lisage data cleanup Submision Test header line The printer s attributes names can be generated using the Export Printers option Once you are finished with file selection hit Proceed to import File to import Browse Proceed Warnings and Errors Line Message 0 Failed to create importer component Results B limels read 8 printeris have been added 0 printeris have been updated 1 error s ar wamimmg s 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 exe C Program Files Hewlett Packard HP ePrint Enterprise Ncom hp cloudprint mixedarchcomponents dll Chapter 2 HP ePrint Enterprise Server ET 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 After entering user name and password credentials and clicking Login the
13. d SettingSync p a Setup 4s SharedDLLs pb J Shell Extensions bd ShellCompatibility ShellServiceObjectDelayL oad bs SideBySide 4s SMDEn b i SMI p Store Js StructuredQuery rude SysPrepTapi p d SystemProtectedUserData Name ab Default on no ConsentP rompt 5 ConsentProm pt 3 DelayedDesktop 5 disablecad DI ne dontdisplaylastu TT el EnableCursorSu 55 EnablelnstallerD 6 EnableSecureUl nol EnableUlADeskt we EnableVirtualizat 3 FilterAdministra ab legalnoticecapti 3b legalnoticetext eri ne LogonType PromptOnSecur we scforceoption an se shutdownwitho 5 undockwithoutl Type REG SZ REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD REG 57 REG SZ REG DWORD REG DWORD REG DWORD REG DWORD REG DWORD Data value not set Ox00000000 0 0x00000003 3 Ox00000000 0 Ox00000000 0 Cx00000001 1 DxDODOOOD 1 000000001 1 b b Telephony 9mwalidakafcdenul Ce DIALOD I I Computer HKEY LOCAL MACHINE SOFTWARE Microsoft Windows CurrentVersion policies system 3 Restart your computer 2 2 4 Jobs sent to Secure Pull Printers are correctly submitted but do not print A job sent from client to a secure printer HPAC SafeCom Pharos Nuance Equitrac or Ringdale FollowMe correctly rendered HP ePrint Enter
14. herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein Table of contents E Vv EE EE EE 1 2 HP rN En orpise SOVON saan onan Satie ccc u ek EP SP EE SE GE io FR EG A AER Gee Ek Gr MM ADU an Ee ei Ge N DE EE GE 2 2 1 Installation problems uuu ee ee ees ee ee ee ee ee Ge ee ee ee dee Gee Gee ee ee ee ee ee ee ede ee ee ee ee ee ee ee ee 2 2 1 1 Installation error while running SQL script esse sesse ee eed sede ede ee ee eed dee eed Gee eene nnn 2 2 1 2 Error in browsing Domain Users iese sesse esse seed ee ee ee GEE RE EE ee ee ee 2 2 2 Printing problems ER N EE EE N EE EE RE DNI dies N Er CUPUE 4 2 2 1 HP CloudPrint Windows driver was not installed ccssssccccsssssrececssssseececessssseeeessessneeeees 4 2 6 UI DIO FO DIEI E voos Re ee ee N ie seb acs Ge ed De Re ee ee Ge EN oe ie 4 2 2 2 1 Bidirectional communication lecce eese cesses esee eene AG ee 5 2 2 2 2 Clean up printer spooler files ceeeeceeeeceeeeeeeeeeeeee eene 5 2 2 2 3 Unable to print 401 error on Submission Test page eee 5 2 2 3 Microsoft Office files are not printing sesse ss ee ee eed deed ee ee ee EE GR GR Ge ee ee ee de de ee ee 7 2 2 3 1 Support for Transport Neutral Encapsulation Format TNEF
15. login page remains unchanged with a blank password field Ap TOGN Cage Pee DE u Cored Cee To resolve this issue complete the following steps 1 Close the HP ePrint Enterprise administration page 2 Inthe Server Manager click Configure IE ESC 3 Inthe IE ESC window turn off this feature for the Administrators group 4 Launch the HP ePrint Enterprise and log in with your credentials 2 6 Advanced logging HP ePrint Enterprise can be configured to log more information to help the support team while investigating and resolving issues 2 6 1 Driver logging To configure verbose logging to HP CloudPrint printer driver add a REG_SZ key named DriverLogLevel with value DEBUG inside HKEY_LOCAL_MACHINE SOFTWARE Hewlett Packard HP CloudPrint registry key Section 2 6 Advanced logging 33 34 Registry Editor File Edit View Favorites Help Data sd rx ab Default REG SZ value not set REG SZ DEBUG Classes Clients E 4i Hewlett Packard ll HP CloudPrint HP Print Settings Ee HP Unidrv San Diego Shared IO Intel Ee Khronos Computer HKEY LOCAL MACHINEYSOFTWARE Hewlett Packard HP CloudPrint iDriverLogL evel 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 MACHINEVSOFTWARE Hewlett Packard HP Cloud
16. the current SQL Server Express version usually MSSOL10 SOLEXPRESS If the LoginMode key is NOT set to 2 Mixed mode you can manually do so by editing this registry key and restart SQL Server Express on the system This allows for both Windows accounts and provisioned SQL users such as cloudprint to properly connect to the database This error can also occur if there are two or more instances configured as HP ePrint Enterprise primary instances There can be only one primary instance at a time 2 5 2 2 Reset SQL Database connection password Depending on SQL Server Login password expiration policy CloudPrint Settings xml may refer to SQL connection string password that is expired To reset the SQL connection string password in CloudPrint Settins xml complete the following steps 1 Open Windows Command Prompt 2 Point to ePrint Enterprise installation directory 3 RunSQLConnectionTool testconnection 4 Ifthe response of step 3 above communicates a failure to connect to ePrint Enterprise database a SQLConnectionTool resetpassword newpassword 5 RunSQLConnectionTool testconnection again to reconfirm successful connection Chapter 2 HP ePrint Enterprise Server 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 p
17. type Ensure that only those file types which are supported by the printer are checked Ps ePrint EMTERPRISE MICI Sean ara ds reer Screen Manage Printers Fikar Add Hear Frinter Fu iter Import Printers r TE B EE m c Export Printers Sbatus Address 4 sad Ene eee ee EHE e Sidewinder 152 168 0 102 ayantestiuny ia PAanage Hazts view and Manage Hosts mi TestPrinter Sidewhnder 192 168 0 102 ayante stie a 7 Aid Her Flosk M Textb rirdbrr 3 Sbdesdne dar 1u2 168 0 121 rare skins am Manage Eers Wipe gnd Manage Liners Judd Mews User Fateh Por missin assign mat Print lv Support print ready documents Picture file formats E M Text file formats ai Printing file formats V nd 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 Select and edit the printer of interest and check if the user is allowed to do email printing Home GESOEN Search Manage Printers Filter Add Hew Printer Printers impart Printers r a 3 HP ePrint Enterprise Host Export Printers Satus Printer Name Model Mame Address Capabilities aie Pv Prot r 6 i 19324680 133 vjaysabe a E Permissions Enter user email addresses delimited by semi colon space or comma characters krvij eprintlab ipgrndhub in i amp Regular User Group M Allow to search and p
18. 185 SO7 11003 9144 0LMBAL1C5E 8 SS gemeet stem fed Microsoft Office Access Application PAID mien S AccessibiltyCplAdmin Ararosoft Uftce PowerPoint VOLUP UJ SLE SELAA eed Arcos Cs ia Microsoft Office Visio Drawing 00021 A14 0000 0000 Co00 oo0000000046 qM boss Visio ELA LE ad EE l i ficrosoft Office Word TUM T 8 Microsoft Project Basic EDIT CANE DE SOFT T bei a d RE amp Microsoft Publisher Application 06021230 0000 0000 COOQ 000000000046 mind Re OA HESS T Microsoft Script Editor 0007127 0000 000 COOQ 000000000046 18 Mirmsnft Vinal iudi ABCTODINTAECI hcl 8359 8843 FEDT sale Centola Hit Li imqual ens My ompad er a MEER FEES pco Config i Microsoft Equation 3 0 BD Merosot SQL Server Replication Distribution Agent 10 0 D arosi 5OL Server Replication Logresder Agent 10 0 WB Microsoft SOL Server Replication Menges Agent 10 0 I Microsoft SQL Server Replication Queuereader Agent 10 0 qP 3586 18 58 34 4 CBD 6 105 5504 9F 00 100020800 0000 O000 COQ0 O0000000 TCASE2155 5047 1303 9 44 2001 048A T 1408783AC 9CSE AFT3 ATC3 ETBTFCZI 96817E23 1704 4FD2 3AD8 CoZ L CHIE A0006FO4 A O000 0000 CDCC 0000000 dE2698535 TAEB IE SS A379 D518 70E A3SABEDLC B761 AT51 BESE Czz Dr TE JaADCBAF3 TDEC 44C C A HOEDE T4 IDAABEARE AD 3 ADEZ BEAC IED7 MIZI AAR AA fC eB 1 SAFE BED TAS REE TEFIE TEE AADGEDHE 2 1ET7CZF ADGA 4D89 841
19. 4 1 3 Can search printers but not able to print oo esse ee ee ee ee ee ee Ge ee ee ee ee ee ee ee ee 36 4 2 HP ePrint Enterprise mobile app for Android ee Ge ee ee ee ee 36 4 2 1 Server connection problem using Android eeeeeeeeeeeeeeeeeeeeee ee eene 36 4 3 HP ePrint Enterprise for Good sesse ss heres ee RE Y ee ee on Fan aa Se ee dee Te resa Dow o Dana Cubo ee 37 4 3 1 Red screen problems uie ee ee ee ee ee ee ee ee ee ee nennen ee ee ee Ge ee ee ee ee ee sese sese eee ee 37 4 3 2 Bootloop proble Eed ooN Ee ER Ee Oe Ia ee ee AE Oe quee eed eaaa adasia diaii 37 4 3 3 Resetting passcode n eee Ge Ge ee ee ER Ge tee 37 List of figures Figure 2 1 Figure 2 2 Figure 2 3 Figure 2 4 Figure 2 5 Figure 2 6 Figure 2 7 Figure 2 8 Figure 2 9 Figure 2 10 Figure 2 11 Figure 2 12 Figure 2 13 Figure 2 14 Figure 2 15 Figure 2 16 Figure 2 17 Figure 2 18 Figure 2 19 Figure 2 20 Figure 2 21 Figure 2 22 Figure 2 23 Figure 2 24 Figure 2 25 Figure 2 26 Figure 2 27 Figure 2 28 Figure 2 29 Figure 2 30 Figure 2 31 Figure 2 32 Figure 2 33 Figure 2 34 Figure 3 1 Browse TOF User Account em ee ie dee 2 Browsing error message ssscccccccsssssccecccecseseccecccsssscccccccceesesececcesesseseccccesessececcccsseseecececcessseceeescaeseseceeeeeaess 2 T rmn on network CIS GOUE Vee DER Ee ee ee ee ed ee Ee GER Oe eed GR RE REG E 3 HP Cloudp
20. F ORCFEDZE Tadbacr33 c4ad 449c 9754 65 17 Terte TEE T2E G2EB 11D 1 AD r8 DOC DAP DE ED AIR 1523 1101 AD79 00C O4FDE TERME ee ESTE SIT 1TP 22 T3e5cadae Bdia kd1E ad95 17 75 amp 26c Bl 7d378de6 edad 4264 91df 0z 73do7od ekt G3 Deec bo6 B4ab dat SO Te0L d iz09444dz 2580 42 52 962c 261ad3243 A 3E7USEA CLUHLI AEGCE EBEO 99207 9380 LEDE MA n 4B4FG100 FF7C 4fb4 BOCI D2CD7FBGR 1elMEded 111HESA Aa Ha al 2206CDED 19C 1 1 ID 89ED OOCUMFD AFAAFCGUC FAED amp CCA G49 7B88227 vw LI eee SS EM R Open Properties and select Identity tab Section 2 2 Printing problems 9 10 e Select Theinteractive user as user account for running the application Figure 2 10 Multi Select Properties Multi Select Properties General Location Endpoints Identity Which user account do you want to use to run this application J The launching user This user Leam more about setting these properties EIE ok canca f Click OK 5 Create temporary storage folder for use by Microsoft Office applications a Browse to C Windows System32 config systemprofile in Windows Explorer b Create anew folder named Desktop c Log out restart computer and log back in If the location selected in ePrint Enterprise host server regional settings does not match the installed language of Microsoft Office MS Excel attempts to locate the correct MUI Pack If not found error
21. M objects identity to Interactive User complete the following steps 1 Add Component Services snap in in Microsoft Management Console a In command prompt enter mmc 32 b Navigate to File Add Remove Snap ins select Component Services from Available snap ins list and click Add to Selected snap ins list Figure 2 7 Add Remove Snap ins Add or Remove Snap ins zd EN ww mnm You can select snap ins for this console from those available on your computer and configure the selected set of snapJAns For extensible sapins you can configure which extensions are enabled Available snap ns Selected sapra Snap n Vendor Console Root 8 Component Services Mt NET Framework 1 0 Con Microsoft Co MX NET Framework 1 1Con Microsoft Co ActiveX Control Microsoft Co Ed Authorization Manager Microsoft Co al Certificates Microsoft Co g Component Services Microsoft Co 3M Computer Management Microsoft Co di Device Manager Microsoft Co SF Disk Management Microsoft an ld Event Viewer Microsoft Co Folder Microsoft Co Group Policy Object Editor Microsoft Co _ 4 Deschpbon Component Services COM management tool 2 Setup DCOM Configuration a Run DCOMCNFG right click My Computer and select Properties b Choose COM Securities tab Section 2 2 Printing problems 7 c InAccess Permissions click Edit Defaults add Network Service and Allow local access permission Do
22. Print 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 When this option is active text files containing the email will be written to the store folder default ALLUSERSPROFILE Application Data Hewlett Packard HP CloudPrint store To configure it add aREG_DWORD key named SaveRawMessage with value 1 inside HKEY_LOCAL_MACHINE SOFTWARE Hewlett Packard HP CloudPrint registry key t Registry Editor Ele Edit Wew Favorites Help jy SOFTWARE 7 Zip ab Default REG SZ Data value not set se Classes REG DWORD Ox00000001 1 clients Hewlett Packard HP CloudPrint L HP Print Settings E3 HP Ursdrv Edi San Diego Shared IO 9 Intel f Khronos HKEY _LOCAL_MACHINE SOFTWARE Hewlett Packard HP CloudPrint 2 6 4 Default logging level HP ePrint Enterprise logging is configured to log error messages only For more verbose logging configure the ALLUSERSPROFILE Application Data Hewlett Packard HP CloudPrint conf log4net xml file replacing the default level value from ERROR to ALL inside the root element lt root gt level value ALL appender ref refz SizeRollingLlogFileAppender gt lt root gt Chapter 2 HP ePrint Enterprise Server 3 HP ePrint Enterprise Data Administrator 3 1 Error while importing data The Impo
23. T User Account field is provided User Account Details BES Email Account john doeC hp com NT User Account User Group Regular PIN 2178623 Locale English For Administrator group users only Password Tip Account Status Active Edit New If NT User Account is empty then the PJL header is probably generating like this QGPJL SET ePrintEmail john doe hp com GPJL SET ePrintNTAccount PJL SET ePrintUsername In this case the Windows queue receives the job correctly but the secure pull printing solution cannot identify the originating user and therefore can t retrieve it Complete the following steps to correct this 1 Manually enter a valid NT user account 2 Identify why the service account cannot query Active Directory The two most common reasons are a The HP ePrint Enterprise service account provided during setup is actually a local machine administrator account not a domain account To address this use a domain account with administrator rights instead b The provided HP ePrint Enterprise service account even if a domain account does not have enough or specific rights to query Active Directory You will have to enable this to allow the HP ePrint Enterprise service to automatically find the user login 2 2 5 Jobs sent to Secure Pull Printers do not appear under the correct user 2 2 5 1 Secure Pull Print using HP Access Control HPAC SPP job data properties define the buffer
24. ary instance and that DNS and network aliases if any are properly configured 4 2 HP ePrint Enterprise mobile app for Android 4 2 1 Server connection problem using Android This message can sometimes appear when trying to enable Enterprise printing on Android mobile devices To resolve this error from within the Android ePrint app navigate to Settings and then turn on ePrint When prompted for the ePrint Enterprise server information enter http FQDN gd where FQDN the actual fully qualified domain name for the ePrint Enterprise server 36 Chapter4 HP ePrint Enterprise mobile apps 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 This usually occurs if the configuration in Good server prevents the freeze To find and set the policy use the Good Control web console Policy Sets Security Policies check the Require User Passwords 4 3 2 Boot loop problems In Android devices running Jelly Bean versions 4 1 1 or 4 1 2 the boot loop problem is often noticed when connecting to certain wireless networks Attempted connections to certain
25. categories e Server problems e A Application problems 2 HPePrint 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 The specified account must have access to create the HP ePrint Enterprise database and create a user account named cloudprint with full access to the created database 2 1 2 Error in browsing Domain Users When browsing for domain users you may receive the following error Figure 2 1 Browse for User Account iy Browse for a User Account x Use the browse buttons to select a domain server and a user name Domain or server Domain Name Selected Liser name E ser Figure 2 2 Browsing error message A Unknown error returned from NetAPl System error 1722 To resolve this error complete the following steps Chapter 2 HP ePrint Enterprise Server Verify the server is added to the domain workgroup Start the following Windows services 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 T e Met amp Advanc
26. ch e jad text vnd sun j2me app descriptor e cod application vnd rim cod 4 1 2 Unable to search printers Check if your HP ePrint Enterprise server is running with all components displaying a green light This can be verified on the HP ePrint Enterprise administration page e X http installation host gt lt port gt CloudPrintAdmin If the server is ok verify the IT policies for the HP ePrint Enterprise server email address and hostname are correct and are properly set The policies on the BES server should be set as custom IT policies After setting them it may take some time before the devices are updated For test purposes you can push the configuration from the CloudPrintAdmin website This is not for production since the mobile devices will overwrite this configuration with the one from the BES during BlackBerry reboots Make sure that your BlackBerry can access the HP ePrint Enterprise web server This requires the BES MDS tunnel and no firewall blocking TCP port 80 To test your access to the HP ePrint Enterprise server try to open http installation host cp from the BB Browser If this fails printing will not occur 4 1 3 Can search printers but not able to print This error can occur if the BES server is able to reach the primary instance where search is performed but cannot reach the secondary instance where printing occurs Confirm that BES server can communicate with HP ePrint Enterprise primary and second
27. ders e A Anonymous Authentication Enabled e Windows Authentication Disabled Section 2 2 Printing problems 5 Figure 2 5 Internet Information Services IIS Manager E Internet Information Services M Manager Sites Default WebSite doudprintadmn Confirm that settings have been successfully applied to cloudprintadmin printerdirectory Figure 2 6 Internet Information Services printerdirectory E Internet Information Services 115 Manager k Sites Default WebSite doudprintadmin printerdrectory 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 Verify that Microsoft Office PIA Primary Interop Assemblies is installed correctly in Windows Add Remove programs Another common cause of problems is not having a complete installation of Office or with some automation components missing For this reason we recommend a full installation even if there is some overhead The above problems may also occur if DCOM components identity of MS Office is not set to Interactive User in 64 bit systems To set Microsoft Office DCO
28. dled Eie jl verbs V Folder C One of the following verbs C Eie or daj FEE EE Example GET POST bx 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 3 Unable to activate an HP ePrint Enterprise user on iOS or Android devices using the HP ePrint app If user activation is attempted using the HP ePrint Enterprise app on Apple iOS or Android devices you may get the following error On the HP ePrint Enterprise client Activation failed please verify if you entered the correct code or try to sending the email again On HP ePrint Enterprise server Windows Server 2008 HTTP 1 1 405 Method Not Allowed The page you are looking for cannot be displayed because an invalid method HTTP verb is being used To resolve this issue complete the following steps 26 Chapter 2 HP ePrint Enterprise Server 1 Check whether you can access http installation host 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 Clearthe WebDAV Publishing role service from the HP ePrint Enterprise server and then activate HP ePrint Enterprise again Figure 2 30 Select Role Services Add Role Services Ed
29. e Search Control Panel P Change sharing options for different network profiles Windows creates a separate network profile for each network you use You can choose specific options for each profile Private v Guest or Public v Domain current profile Network discovery When network discovery is on this computer can see other network computers and devices and is visible to other network computers amp Turn on network discove CO Turn off network discovery File and printer sharing When file and printer sharing is on files and printers that you have shared from this computer can be accessed by people on the network Turn on file and printer sharing O Turn off file and printer sharing All Networks Save changes Cancel Enable NetBIOS over TCP IP as shown below Advanced TCP IP Settings is accessed using the following navigation a Goto Control Panel b Select Network Connections c Right click to select the properties of Ethernet d Highlight Internet Protocol Version 4 TCP IPv4 and select Properties Section 2 1 Installation problems 3 4 e Click Advanced on Internet Protocol Version 4 TCP IPv4 properties window f OntheWINS tab select the option Enable NetBIOS over TCP IP Ee Network Connections 7 P amp Contre Dane b PMetensk and lritsmst e Network Connections WINS addresses n order of iss Organize Desbiethe network dece Diagnosethis connection Kename th
30. e ee ee ee ee ee Ge Ge ee sas ee ee 19 2 3 3 MSMQ queues access rights ese ee Ge DIU ee ER be 20 2 4 API configuration problems oo RE ERG GE SR Fax ee og ee EG Ge BR Go EG EG ee Ge ee re GR 24 2 4 1 Unable to access the new API cccccsssseccccesssssscccesssseecccesssseseceessseeeecesssseececesesseeeeessssees 24 2 4 1 1 WCF Activation is missing Windows Server 2008 eene 24 2 4 1 2 SVC mapping is missing Windows Server 2008 or Windows Server 2012 25 2 4 1 3 Unable to activate an HP ePrint Enterprise user on iOS or Android devices using the HP ePrint app esse esse esse esse esse ee deed dee nnn nnne nnne nennen sees 26 2 4 2 Configuring log for SVC calls ee rtr i OG EY e vM QI hx GR Ge Ca be VERE 27 2S Other problems NERONE 21 2 5 1 Administration page layout problems bad fonts and or missing images 21 2 5 2 No proper host configuration found ee Ee Ge ee ee ee ee ee esent Ge ee 28 2 5 2 1 Set as Mixed mode AE GE AE Ge assess senno 28 2 5 2 2 Reset SQL Database connection password ees ee ee ee ee ee ee ee ee 28 2 5 3 SMTP service crashing conet GE RE Ee ee ko ER Ge Ua EM VEU DR eves ie ed ee de 29 2 5 4 HP ePrint Enterprise fails to send any emails sesse sesse ee ee ee ee ee ee ee ee ee ee ee ee 29 2 5 5 Server connection problem using Android
31. e files might not print To print Microsoft Office files disable UAC by completing the following steps 1 Click Settings and then click Control Panel 2 Click User Accounts 3 Change the User Account Control Setting to Never notify Figure 2 11 User Account Control Settings dy User Account Control Sett rus Choose when to be notified about changes to your computer User Account Control helps prevent potentially harmful programs from making changes to your computer Tel me more about User Account Control settings Tel me mor OR r Account Contr Always notify Newer notify me when e Programs try to install software or make changes to my computer m make changes to Windows settings dy Mot recommended Choose this only if you need to use programs that are not certified For Windows 7 because dj they do not support Liser Account Contral Newer notify Lox cw 4 Click OK On Windows 2012 Server UAC is still active after you selected Never notify To disable UAC complete the following steps 1 Click Start Run and type regedit Click OK Section 2 2 Printing problems 11 12 2 Inthe HKEY_LOCAL_MACHINE SOFTWARE Microsoft Windows CurrentVersion policies system change the DWORD EnableLUA from 1 to 0 Figure 2 12 Registry Editor File Edit View Favorites Help a ptem ph UIPI ik PreviewHandlers b PropertySystem bo PushNotifications bj Reliability bj RenameFiles i Run of RunOnce p
32. emails 10 2 2 3 2 Microsoft Office files do not print when User Account Control is set at its default Eve N 11 2 2 4 Jobs sent to Secure Pull Printers are correctly submitted but do not print 12 2 2 5 Jobs sent to Secure Pull Printers do not appear under the correct user 13 2 2 5 1 Secure Pull Print using HP Access Control esse sesse sees ee ee ee ee ede dee dee ee 13 2 2 5 2 Secure Pull Print using SafeCom eee 15 2 2 6 Jobs sent to PIN printers are correctly submitted but do not print 16 2 2 1 Print ready documents print continuously ee ee ee ee ee ee ee dee ede ee 17 2 2 8 User can print from ePrint Services App but cannot print using Email Printing 17 2 2 9 Non HP printer status icon reflects the state as Ready inspite of printer being readily AN El EE ANNUM ME RUNI MUNICIPII IU 17 2 2 10 Missing images in HTML documents sesse sesse ees sesse ee deed dee ed deed nnn nnn nnne n nnn nnn nnn nnns 18 2 3 PermissiBI DIG DIES seeren iet oe Re Re NE ee ER Dp eru ERU MUN AN nou PED UR OS UI tL ee ee CU NN TUUS 18 2 3 1 IIS directory permission ss so REY TIQ ee TENER NEVER VERS EK ER FECE ms TE ERU SUR ER GE GR De 18 2 3 2 File permission problems ees ee ee ee ee ee ee ee nennen nennen enn
33. ferential Compression E rr EU meme Canine Anrede mimm Taala l en More about features moam r Click Next and Install to perform the installation of WCF Activation Service 24 Chapter2 HP ePrint Enterprise Server 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 E Internet Information Services 11S Manager go GP EPRINTMASTER Stes Dafauk Websta gd w IE Hie View Help aan re d Handler Mappings Lon e kd Ea IS la amp dd danaged Handler lds Start Page Add mt qe EPRINTMASTER EPRI Lise this feature ta saecly the resources such as DLL and managed code that handle responses for specific request types dd Script Map H Add Wildcard Script Map 2 Application Pools ML Group by Share E A M She Add Module Mapping i Def at Web z ETE IT MIT s Ge io E DTDDULTES aE n Tr Edt Feature Permissiens HOT App Data staticie Enabled File arFrlder StatirFikeModule De Inherited neat To Parent T 5 iain svc Integrated svc Enabled Urepecfied System ServiceMod Inherited Vm Ordered Lic FF ec ints sri E svc Inbegrabed 4 D ME Enabled Urspecfied System Serviceidod Inherted 55 ae svc ISABI Z
34. is connechon EN Internet Protocol Version 4 CP Pv Properties J ry My F 5 pall EOR FEEL Gane al heats Configuration z Ethernet Properties I You can get IP settings assigned automaticaly F vor network sur ihe capably Obere yen need bo ask your netuwork adminis sl apris rl i y look E 1 ix be 5 wk f Fi Hensork reg Kew th u Da i Il LMHOSTS lookup B enabled E anpbes bo al corrections Har mar w the annnoprisbe P selling TEPIP is enabled Connecl uun ETE kke 9 amp Obtain an IP address automaties wl Enabls LHHOSTS bolup Import i MHOSTS T inii HS TAL Gigab Hebwork Connect Lise the Following IP address NetBios 105 setting Deaf ui Use NetBEOS setting From the DHCP server IF static TP address is used or the DHICP server does not provide NetBios setting a Chers toi Macromol Networks enable NetBIOS over TOPIF vi Bh oS Packer Scheduler E Enable NetelOS over TOPP JBI Fie and Frntes Sharing tor Microsoft Ne 4 Herald Nehvork Adapler balers Link Layer Topology Discovery Mapper de ink 1 apar Topology Discowery Fes i remet Protocol Version amp TEPA SE dk pier Protocol Version 4 TCP AP The ernect on user the loian temi Ei Obtain DN5 server address automatically Des sibie MEROS over TLPIIF Use the F odosang DHS server addresses A X X S Cen phon Tranemitaon Control Piotocol Intemet Protoci lt Vade ge nabek probacaol at pigsades com Ck Cancel moi der se
35. mericas hpqcorp net admini hp com Category roca ping Date por t acqua to rand joo to the printer queue Quava PRIVATES C 16 127 73 137 X Error 14 9 2010 18 27 42 JobDispatchService 8 poacpwin2k3 americas hpqcorp net admin Ehp com Category Processing Descr ption Fa sad to Teng ON MT Mme PIPE queue OueuePRIVATES KP 16 127 73 137 To verify queue permissions complete the following steps 1 Goto Start Administrative Tools Computer Management 2 Ontheleft menu tree expand Services and Applications 3 Expand Message Queuing 4 Expand Private Queues Figure 2 22 Computer Management L omputer Me anagemen E S Ple Action wew Window Help Gym I amp E Ei Computer Management Local System Tools Storage Sbliocalcontrolt E Services and Applications a g Telephony Services WI Control E SQL Server Configuration Manager Indexing Service fy Internet Information Services IIS Manager Ef Message Queuing LY Outgoing Queues Queue names are defined by LocalControlQueueName LocalContentQueueName and PrinterQueuePrefix on CPQueues session of HP ePrint Enterprise settings file Section 2 3 Permission problems 21 22 Right click the queue you want to verify and select Properties Figure 2 23 Local content Properties 2x mmEELT Gereral Multicast Securiy General Muticast Securty Group or user name Group or uses names ANONYMOUS LOGON ANONYMOUS LOGON ET SYSTEM
36. operties iese SN ees ede de oe ok Ge de GO Re N ee ee Gees de ae ie ee de ee oe ie eg ie dd 22 Advanced Security Settings ccccsssssssssssssssesssccesecsseseeeeeeeeeeceseeeceseeeeeeeeeeeeeeccseseeceseeseeeeceeeeeeeeeceecesoeess 23 Advanced Security Settings ese eoe te DESI EU Re ELI uL PE CUM UU GE ee FC VID UID CEN VMETUF ASK UR ROO NU PVC VR UH Be vee 23 SBIBCEEOSEUI BS EE N EE A eism N EE EE EE S eni N 24 Hanger MEE DINGE cueste idet qt oe Be eise EG ee GE ee OG de S DUI KU M MN ee ee cues cR eo fd qn URP UNE I ee 25 Add Managed Handler s a oe ee RR EE Mm IUNII rcu DEINDE ER EINE TEQUE NEUE L UE 25 Request Restrictions asse ene ei eel ae Ge e 26 BOVE CE ROIG SBIUICBS asesor EE EE N EE OR EE T 21 New SMTP Receive olie Of se ER GE RR RR Ge GE ee GR See EO RR EE ee UN DE 29 Remote Network settings cesses ee ee ee ee Ad de Ad Add deed dee eed Gee ee ee ee Gee EG ERA dee eed Gee Gee ee Gee Gee Ge EE ee EE ee 30 CRM Application Properties assesseer EG Ee ed Ge de ve ede AG Ke ee de Gee es de N ee ee Ge Ge de ee dd ede 30 EET SECU E conim N Re Ge ace GO Ge Ge ee Ge De Ge Ee 31 Unregistered MS Script Control error during data import iese ee ee ee 35 vi 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 This guide covers the following
37. ppen when the HTTP s port is changed from its default value i e 80 and 443 To fix this complete the following steps 1 Goto the folder where ePrint is located usually C Program Files Hewlett Packard HP ePrint Enterprise 2 Right click the internet short HP CloudPrint Enterprise and open Properties 3 Change the URL from http localhost CloudPrintAdmin to http s localhost lt port gt CloudPrintAdmin Section 2 5 Other problems 31 32 4 Click OK Aa HP CloudPrint Enterprise Properties General Web Document Security Details Previous Versions tiu HP CloudPrint Enterprise UAL http localhost 8080 CloudPrintAdm ry Shortcut key None Visits Unknown Change Icon cancel Am 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 Gs ePrint 5 ENTERPRISE Administration gt Manage Printers Import Printers adminahpcom Logout Ha me a aa AE impart Printers Select the file ta import using Browse button The printer s attributes which will be imported are defined by the first line on the file Manage Printers View snd Manage Printers Add Hew Printer Import Printer Expart Printers Manage Printer Properties Manage Hosts View and Manage Host Add New Host Manage Liters View and Manage Users Add News
38. prise server responds positively and is able to send job to remote Windows queue but user is unable to retrieve it at the printer This usually happens because the jobs are not sent directly to a printer but to a Windows share which then tries to authenticate users that must pull the job at the printer given his her credentials For this to happen the job must be sent with proper user identification in form of PJL Print Job Language attributes which are embedded in the job These attribute headers should look more or less like this dPJL SET ePrintEmail john doe hp com PJL SET ePrintNTAccount DOMAINNjohn doe PJL SET ePrintUsername john doe PJL ENTER LANGUAGE PCL When users are auto provisioned in the database see auto provisioning settings every valid email address that arrives at the server is considered a valid new user which is then automatically inserted in the database The HP ePrint Enterprise service account then tries to query the Active Directory with this email address looking for that user domainMogin information Whenever this fails i e the HP ePrint Enterprise service account specified during setup is not authorized to query the Active Directory the user is provisioned in the database WITHOUT domain login information Chapter 2 HP ePrint Enterprise Server To verify this condition simply enter the administration console and look for the user that experiencing the problem Check whether or not the N
39. r poacpwin k3 private localcontentl Permissions Auditing Owner You can take or assign ownership of this object if vou have the required permissions or privileges Current owner of this tem inistrators POACPWIN2K J Administrators Change owner tor Name c Administrator POACPWINZK3 Administrator 1 A midi A IK kh p H em untstrators ad BEST WINKS TiTa Mineralais Other Users or Groups Learn more about ownership 10 You can now adjust other queue settings A WARNING Setting the wrong permissions can permanently compromise access to this object and may require MSMQ reinstallation to restore access If queue access issues continue take queue ownership right click the queue and select Delete Restart HP ePrint Enterprise HP ePrint Enterprise creates the queue with default access permissions Section 2 3 Permission problems 23 Pi 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 To test minimal functionality point a web browser to the following URL e Xhttp installation host gt gd version Ly IMPORTANT Do not forget to append the slash at the end of the URL
40. reless connections A network can now be selected from the wireless list if the network is out of range or disabled it should be at the bottom and choose Forget which removes the profile for that network The device will not attempt to connect to it This is not a problem with the routers but with Google s implementation of the spec Disabling the Avoid poor wireless connections setting is the ideal method for dealing with this issue However if user cannot access the setting the remaining options are few obtain a new router wait for an OS update or get a new device 4 3 3 Resetting passcode You may occasionally see a prompt to enter the password for credential storage instead of being prompted to set a pin or password This often means the user has not entered a password or does not remember the password Online research indicates this usually occurs for users attempting to set up wifi or VPN If this occurs complete the following steps 1 Cancel out of the Type the password for credential storage window Section 4 3 HP ePrint Enterprise for Good 37 Type the password for credential storage Cancel 2 Open the settings on your device 3 Goto Settings gt Security and add a lock screen pin to your device A You need to set a lock screen PIN or password before you can use credential storage Cancel 38 Chapter4 HP ePrint Enterprise mobile apps
41. ries HP Laserjet M940 MFP lena f 1 mad ind hp com MASTER d Ppa Emaii hpecom MASTER IP AV p 120 vi Mono LaserJet Any per document vi Auto v ott via 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 If this occurs manually configure the proxy details in CloudPrint Settings xml group name RenderService HTMLPrintProvider gt lt property key wkhtmltopdfArguments description Arguments used by wkhtmltopdl exe process Arguments should be comma separated eg argKey 1 space argValve 1 argKey space argValue gt javascriptdelay 5000 enable internallinks proxy server port lt property gt ef group gt 2 3 Permission problems The Microsoft Windows operating system manages a range of system resources used by HP ePrint Enterprise which include files MSMQ objects and others For proper HP ePrint Enterprise operation these resources must have the correct permissions 2 3 1 IIS directory permission If IIS is already installed installing HP ePrint Enterprise will deploy ePE related web services under the IIS root folder For example E inetpub or C inetpub folder The HP ePrint Enterp
42. rint Bidirectional communication enabled eie ees see ee ee ee ee ee ee ee ee ee ee ee Ge Ge ee ee ee ee ee 5 Internet Information Services IIS Manager ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee ee sin 6 Internet Information Services printerdirectory esse ee ees ee ee ee ee ee Re ee ee ee ee ee ee ee ee 6 hdd Pemouve SABS ie EE EE EE Ee RE ER EE EE ee ee ee Ge ee Ge ER Ee Ee 7 Required changes MS Office 2007 eee Gee ee ed de ee EG GE ee Gee ee ee ee ee sese ee ee ee 9 Rediired changes MS Ofliice 2010 N ER N Pe EE Ee EG ee N Re GN ER Dee Ee de EG ei Ge De 9 M lttu Select Propertie S ae ES Ee Ge T 10 User Account Control Settings sesse sesse see ee ede ee ee dee Add eed dee ee ee ed dee ee ee Gee Ge Gee ee GEE ERGE GR EE ER EE EG ee 11 iS EI Sel do ER EE OE EE EE EE EE EE N N 12 Contigure Pull POLES si ee de ee E DE UMEN MINIMI MEME Ge IM Ge 14 Job data DUO POPU OS sasies seed ee eb ee eaii Da oe ae ve RR Ge Gee ie ea ei ee de eo oe ee m 15 Safeco Vie DA de oe N Oe RE EE 15 Use ob data UO IN eo ER EE Re N EG on EG ee ee IR Ne ee Ge OE ee 16 Bella do ES MR 18 Permissions tor nel DU see Re Re od E ee ee De Ge TAa ES ek ee ER Ee Ge DE ee Ee ee 19 JOD Seen Se AR RE EE EE EE OE EE EIE 19 Event vie Ed MERE OE NE EE EE EE N EE S 20 HP ClOUGIP INE Eo PRU 20 Computer Management iss se Se ee ee ek Ge ee de ee Ge ee ES ENG ER SG KG Ge GE Ge ee EG EG GR ee 21 Local content Pr
43. rint M Allow to send email to printer amp Guest User Group M Allow to search and print M Allow ta send email to printer a krvy eprintlab ipgrnidhub in M Allow to search and print D Allow ta send email to printer 22 gm a ET NOTE User permissions take precedence over user group permissions 2 2 9 Non HP printer status icon reflects the state as Ready inspite of printer being readily available In this scenario when sending jobs to non HP printers disable Override printer information with real time data by completing the following steps Section 2 2 Printing problems 17 18 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 Verrem LEEN Manage Printers Von aed MERRIE Primtart Add hiem Armbar Imper erinnert Expo Brera Manage Printer hipit Manage Horts Waw acd Nuage Heats Add Meer Hast Manage Vers Yew aod Sana Linen Afr New Un impon Usi Prava Seitings Munage ferres and aia Securty Bealm fence beatings LDAP Configura Seria Usage Data Ciernup pubmittisn Tess Manage Licente Verw eed eager Lies Edit a printer Printer identification Model Name Extemal Dok HP efrirt Enterprise Hast Printer Account Connectivity ACESS tre Network Address Status and Capabilities L P Luserlet MSC MEP Se
44. rinting problems 15 3 Under User authentication select Use job data logon and then click Configure Figure 2 16 Use job data logon Configure Pull Port servet p T C Use network logon C Use specified logon C Show authentication dialog at every print Show authentication dialog on First print only 4 inthe Job data string field enter ePrintEmail In the Max search length field enter 9999 Click OK Job data string Max search length 9999 OS dad M Es Use alternative logon None v 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 To troubleshoot ensure that the printer configured with Job Retention mode in the ePrint Enterprise server application actually supports Job Storage In addition ensure the printer has enough storage on its hard drive to store the job If the hard drive is full and can t store a job the printer generates a hard copy that is sent to the paper output tray of the printer and the printer hard drive must be cleared 16 Chapter2 HP ePrint Enterprise Server 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
45. rise installation will fail if the IIS root folder does not have write permissions during installation For successful installation the administrator needs to provide write access to the IIS folder Chapter 2 HP ePrint Enterprise Server Figure 2 18 Permissions for inetpub Object name C inetpub Group or user names m CREATOR OWNER Ba SYSTEM Bi Users SHASTRAGS Users BA Trustedinstaller Permissions for Administrators Ful control Mody Read execute List folder contents Read Permissions for inetpub R Administrators SHAS TRAGS Administrators Allow 2 3 2 File permission problems Add Remove Deny ILILILILILI 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 2010 00 15 09 56 18 315 2010 09 15 09 58 15 315 2010 09 15 09 58 18 315 2010 09 15 09 58 18 315 1668 1668 1668 1668 Figure 2 19 Job submission test Job submission test CMessageParser CMessageParser CTransportsink CTransportsink Createstore start Save Error creating store 5 onMessagesubmission COM Exception 0x80000005 onMessagesubmission end Use this page to test HP ePrint Enterprise flow Select a printer one or more attachments and hit Submit Printer
46. rocess the message again leading to exhaustive system resource usage If this occurs complete the following steps 1 Stopthe SMTP service 2 Go to the folder where messages are located usually C inetpub mailroot Queue 3 Remove all eml files from folder and send it to the HP ePrint Enterprise support team to be investigated Restart the SMTP service 2 5 4 HP ePrint Enterprise fails to send any emails This problem can occur when there is an authentication issue between the ePrint server and the Exchange server when using Exchange Server 2007 First start with a new custom receive connector Think of receive connectors as protocol listeners The closest equivalent to Exchange 2003 is an SMTP Virtual Server A new one must be created as you will want to scope the remote IP Address es that you will allow Figure 2 31 New SMTP Receive Connector r New SMTP Receive Connector Dl Introducton Introduction T New Connector Thes vazad helps you create a new Recerve connector on the selected died shah servet To configure properties not shown in the vazad in the Exchange Management Console Completion select the new connector Then in the action pane click Properties Hame CRM Application Select the ntended ure or this Receive connector Custom hu Descnpbon Select thi option to create a custommed connector which val be uted to connect wih systems that are nol Exchange servers Pay particular attention
47. rter 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 HP ePrint Enterprise Database Importer Exporter GE ePrint ENTERPRISE X Failed to import HP ePrint Enterprise settings and database Failed to import database Retrieving the COM class factory for component with CLSID 0E59F1D5 1FBE 1100 8FF2 00A0D 10038BC failed due to the following eror 80040154 om One possible workaround is to register Microsoft Script Control For 64 bit Windows Server 2008 open a command prompt and issue the following command gt regsvr32 exe SystemRoot NSysWOW64Nmsscript ocx lZ IMPORTANT The command prompt needs to be run as administrator otherwise the access to the registry may fail Section 3 1 Error while importing data 35 4 HPePrint 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 installation host 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 ea
48. s may generate in HP ePrint Enterprise log file Prevent these errors by installing the appropriate MUI pack for Microsoft Office 2 2 3 1 Support for Transport Neutral Encapsulation Format TNEF emails Transport Neutral Encapsulation Format TNEF is a format used by Microsoft Outlook email clients and Microsoft Exchange Servers to send emails HP ePrint Enterprise does not support TNEF emails As a result of this sometimes when printing or forwarding a TNEF based email message only the attachments are printed HP recommends avoiding TNEF within your infrastructure and sending messages using a more standard MIME format which is better supported by the SMTP sink component As a workaround you can configure Microsoft Outlook or Microsoft Exchange to avoid TNEF encapsulation Information about controlling TNEF for email clients can be found here http support microsoft com kb 290809 Information about controlling TNEF for Exchange Server 2010 can be found here Chapter 2 HP ePrint Enterprise Server 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 bb3 10786 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 Offic
49. size where HPAC SPP will Look for the ePrint specific job header for example ePrintUserName By default the maximum search length for HPAC SPP is set to 255 This needs to be modified to 4000 To modify the maximum search length complete the following steps 1 Right click the HPAC SPP Queue and select Printer Properties Section 2 2 Printing problems 13 14 2 Onthe Ports tab select the configured HPAC SPP port and click Configure Port Em MST75 Properties Securty Device Settings About General Sharing Pots Advanced Color Management es mi5 Print to the following port s Documents will print to the first free checked port Pot Description Printer hpcp13 Local Port C c testprint Local Port HPACSPP HP Access Control Secure Pull Print Port C hpacsppi HP Access Control Secure Pull Print Port I hnacsnn HEP Pr antra ecurne Full Frnt Far Control secure Pull Print Port Add Port v Enable bidirectional support Enable printer pooling Delete Port Configure Port 3 Select Use job data logon and click Configure Figure 2 13 Configure Pull Port Confiqure Pull Port Servers localhost Ed servers User authentication Use network logon C Use specified logon C Show authentication dialog at every print Show authentication dialog on First print c Use job data logon Default domain E Miscellaneous Override driver name
50. the same for Machine name 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 Machine name Users 3 Save the Console with a suitable name a Applythe Changes and close the component window b The Save Console Screen will display c Save the Console with a suitable name 4 Change User Identity of Microsoft Office application to Interactive User a Open Component Services window by typing comexp msc at the Run prompt b Open Console Root gt Component Services gt Computers gt My Computer gt DCOM Config 8 Chapter 2 HP ePrint Enterprise Server 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 Powosc aA MA B File Action View Window Help el BXEdHEIDIKE Application I j E Console Root a Nama a TB Component Services 3 Microsoft Block Level Backup Service C3B65D83 FE15 Le3 404 097D1E2BSACI a E Computers Microsoft Document Explorer ET22C058 9056 4A4B 9305 8456FEB3E71 a il My Computer Microsoft Equation 3 0 m aal b E COM Applications Microsoft Excel Applicat DOOD a E DCOM Config Microsef Graph Application EE EER E amp igstemrot system coloni d Microsoft IMAP CHSF2
51. theleft menu tree expand Roles 3 Select Web Server IIS Section 2 5 Other problems 27 28 4 Ontheright 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 Finishthe 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 The logging screen does not display and the following error message appears No proper host configuration found This host could not be identified Please check the Host configuration at HP ePrint Master admin page Please contact HP ePrint support with information about this issue The server cannot identify whether it is a primary or a secondary instance This is usually due to a connection failure with the database from a cloudprint provisioned user who should have admin rights This will prevent the system from working properly 2 5 2 1 Set as Mixed mode If the SQL Server Express on the local system not installed with login mode set to Mixed If this is not true your SQL Server Express might be demanding the administrator to be a Windows user account If uncertain locate the following registry key HKEY LOCAL MACHINE SOFTWARE Microsoft Microsoft SQL Server lt instance name gt MSSQLServer Key LoginMode Being instance name gt
52. tion to the printer s IP on TCP port 9100 from the HP ePrint Enterprise machine Use the telnet to the printer s IP to port 9100 and check for connection The only way HP ePrint Enterprise can submit the job to network printers is through this port Chapter 2 HP ePrint Enterprise Server 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 nr chouwdprint Properties a 3 xj a HP Ooudpint T Print to f folomng pots Documents wil pert to the fest Hen cheked port Sanders TCRAP Pot Sande TEEF Pot HEF Universal Firing PCL 5 Standard TERAP Port Lops Por Microsoft XPS Document Wr 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 Clean up the files from SYSTEMDIR System32 spool PRINTERS 3 Restart the Printer Spooler service 2 2 2 3 Unable to print 401 error on Submission Test page If the following error displays while submitting a job A problem occurred while submitting job The remote server returned an error 401 Unauthorized Verify that Internet Information Services are correctly configured on cloudprintadmin and its subfol
53. to the Remote Network settings screen This is where you will specify the IP ranges of servers that will be allowed to submit mail Add the IP s of all the ePrint Servers Primary as well as Secondary instances Section 2 5 Other problems 29 30 Figure 2 32 Remote Network settings New SMTP Receive Connector Pl Introduction Remote Network telling n nium Network Receive mad trom servers that have these remote IP addresses dpadd Ed X n Remote Network settings Remote IP address es d New Connector i 4 Complebon Die eek fi cmn 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 CRM Application Properties General Network Authentication Permission Groups Specify who iz alowed to connect to this Receive connector Partners Continue to the Authentication tab and select Externally Secured for example with IPsec Chapter 2 HP ePrint Enterprise Server This means you have complete confidence that the previously designated IP addresses are trusted by your organization Figure 2 34 Externally Secured CRM Application Properties General Network Authentication Permission Groups
54. wireless networks causes a system error in the Android device which then reboots As the device boots up it attempts the same wireless connection causing the device to reboot again and resulting in a boot loop This happens because there is an optional attribute that is not provided by some routers that the Android system code is expecting A lot of Android technical forum posts speculate that it has to do with route to the internet or lack thereof i e Wireless Direct In some way this combines with a new wireless settings menu option provided by Android The setting reads Avoid poor wireless connections and is in the form of a checkbox The prescribed usage benefit of this setting is to aid customers in avoiding networks with poor signal or bandwidth that could hinder their experience To resolve this boot loop problem use one of the following e First option is to disable the Avoid poor wireless connections checkbox However some manufactures do not display this option to the user So during the reboots you can quickly get into the wireless settings and either disable wireless remove the current network configuration or disable Avoid poor wireless connections then the reboots should stop e Second option is to have the user leave the range of the wireless network or disable the wireless network if it is a router to which they have access to This allows the phone tablet to fully boot The user can then disable Avoid poor wi
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