Print Manager Professional 11 -- Frequently Asked Questions
|1.||Q. Why can't I see the print jobs in Print Manager?|
1. Check the date range in Print Job Tracker main screen.
2, Check question 2 about Print Manager service.
3, If you are using MS Access as the database (Preferences --> Print Jobs), the database may be backed up and reset automatically in the menu item "Preferences --> Print Jobs --> Backup / Reset Database", the database with previous records is saved in the backup folder of the application folder (e.g. C:\Program Files\Printer Usage\Print Manager\backup) and the current database "printSaver.mdb" in the application folder is reset. To see the previous records, you can use Print Log to connect to the previous database in the backup folder, or you can use the menu item "Merge Database" to merge the previous database into "printSaver.mdb" in the application folder, so you can see them in Print Manager.
4, Check the number of users in Preferences -> Users / Groups and the number of printers in Preferences --> Printers -> List of Monitored Printers, then check how many users and printers your license includes in menu Help -> Registration -> Enter / Upgrade License Code. For example your license is for "50 Users & 5 Printers". If the number of users in Preferences -> Users / Groups is already 50, then the print job for 51th user will not be tracked. Please remove some users in Preferences -> Users / Groups (and restart the Print Manager service if it is installed), then test it again.
How can Print Manager continue to track print job when the computer that has Print Manager installed logs off?
You can install Print Manager service by clicking the menu item "Tools-->Install Print Manager Service", so Print Manager can still run when you logoff your computer.
If Print Manager is not installed on the print server computer, go to Control Panel --> Administrative Tools --> Services --> Print Manager, change the Local System Account to your account that is currently logged into this computer and with which you installed the Print Manager software, then restart the Print Manager service.
Note: If you want to use a different user account to run Print Manager service, login to the Windows with that user account, go to "Devices and Printers" and add all network printers you want to monitor, then restart the Print Manager service.
Print Job Agent doesn’t track the the direct IP printer or workstation connected printer via USB cable. How to fix it?
If the popup on all client computers doesn't work, the local firewall settings on Windows may block Print Manager to send the message to the agent.
On the computer that has Print Manager installed, add "printczm.exe" (e.g. C:\Program Files\Printer Usage\Print Manager\printczm.exe) to the exception list of local firewall settings (Control Panel -> Windows Firewall).
The Windows firewall settings (Start --> Control Panel --> Windows Firewall) on Windows may block agent to connect to server (Print Manager). When agent is installed and it is run first time, it will be added to the exceptions automatically. If not, please add "pagent.exe" (e.g. C:\Program Files\Printer Usage\Print Job Agent\pagent.exe) to exception list of local firewall settings (Control Panel -> Windows Firewall).
If the print job agent installed on the client computer doesn't show active in Print Manager Preferences --> Advanced --> Check Agent Status, go to client computer, find and run C:\Program Files\Printer Usage\Print Job Agent\serverip.exe. If the IP address or computer name of Print Manager server is not correct, please enter the correct one and click OK button, then check Print Manager Preferences --> Advanced --> Check Agent Status again.
Run C:\Program Files\Printer Usage\Print Job Agent\serverip.exe, enter the IP address of Print Manager server. The computer name of Print Manager server may not be resolved to IP Address correctly on the workstation.
If popup doesn't appear and the computer name of print job shows the MAC address, for example [fe80::5002:d65d:a3ea0:ef74], uncheck "Internet Protocol Version 6 (TCP/IPv6)" on the computer that has Print Manager installed (or the print server that has printer shared), then test again.
The Windows local firewall may block TCP ports connection. The TCP port 14128 needs to be open.
To open TCP port 14128:
The antivirus software settings may block agent to connect to server (Print Manager). Please add "pagent.exe" (e.g. C:\Program Files\Printer Usage\Print Job Agent\pagent.exe) to exception list of antivirus firewall settings or add exception for TCP port 14128.
If popup doesn't appear, end pagent.exe in Task Manager, right click C:\Program Files\Printer Usage\Print Job Agent\pagent.exe, click "run as administrator" then print a document to test. If popup appears, the security settings on this computer may cause the agent not running correctly.
Please check the number of users in Preferences -> Users / Groups and the number of printers in Preferences --> Printers -> List of Monitored Printers, then check how many users and printers your license includes in menu Help -> Registration -> Enter / Upgrade License Code. For example your license is for "50 Users & 5 Printers". If the number of users in Preferences -> Users / Groups is already 50, then the print job for 51th user will not be tracked and the popup will not show. Please remove some users in Preferences -> Users / Groups (and restart the Print Manager service if it is installed), then test it again.
If popup doesn't appear on all client computers, click Print Manager menu item "Print Jobs --> Backup / Reset Database" to backup and reset the database. If you can't see the menu item "Print Jobs --> Backup / Reset Database", exit Print Manager, rename the file C:\Program Files\Printer Usage\Print Manager\config\setdb to a different name, then start Print Manager again.
Solution 11 (For Mac client only):
If you don't get the popup on Mac client, please check if Mac client prints to shared printer on the Windows / Unix / Linux Print Server. Please download the documentation how to add shared printer to Mac.
Q. How can I track the print jobs in a non-print-server
environment (Users send the print jobs to the
printer directly via the IP address of the printer or the printer that is connected to the workstation
locally, instead of the shared printer on the print server)?
Print Job Agent must be installed on the workstations. In Print Manager Professional 11 menu item "Preferences --> Advanced," the option “Track workstation direct IP printer and workstation connected printer” must be checked.
|5.||Q. How can I use Print Manager with SQL server?|
Please see MS Access / SQL Server Settings.
|6.||Q. How can I import Users / Groups / PINs to Print Manager?|
Q. Can I assign the quota (the number of pages)
each user can print each day / term? Can the quota
be assigned automatically? How can I assign the balance based on the group?
Yes, The print quota can be assigned using account balance. For example, if the cost / page is $0.10, and each user can print maximum 30 pages per day, then you can assign balance $3.00 to each user per day. The balance can also be reset automatically by schedule. To reset the balance based on the group, select "Reset balance based on group" in "Preferences --> Policies --> Balance", then click "Edit Group" in "Preferences --> users/Groups" and define the default balance to be assigned for that group. For details, please see Print Quotas.
Q. All users log in with the same account in my
lab. Can I still control the print jobs based on the
Yes. You can use Print Manager
Premium Edition and enable authentication using "Another
User" in "Preferences --> Advanced", and create user
ID / PIN in "Preferences --> Users / Groups".
|9.||Q. I get the database logon prompt when I generate reports. How do I fix it?|
1. Click "Select Database" to select the sample database "printSaver_Sample.mdb" that is located in the installation folder of Print Log e.g. C:\Program Files\Printer Usage\Print Log.
2. Click "Generate Report" and select a report from the dropdown list. If the report is generated correctly, then select the real database e.g. e.g. C:\Program Files\Printer Usage\Print Manager\printSaver.mdb.
If you have MS-Access 2007 installed on your computer, you can use it to open the database file e.g. C:\Program Files\Printer Usage\Print Manager\printsaver.mdb, then in Print Log, click "Select Database" and "Generate Report" to see if you can see the report.
1, Install Print Log on a different computer
2, Share the database folder from the computer where Print Manager is installed (e.g. C:\Program Files\Printer Usage\Print Manager).
3. Map the network share folder from the computer where Print Log is installed (e.g. \\Print Manager Computer Name\Shared Database Folder).
4, Click "Select Database" in Print Log and connect to the shared database (e.g. \\Print Manager Computer Name\Shared Database Folder\printSaver.mdb).
|10.||Q. Can the waiting jobs on the different printers be cancelled automatically at a user-defined time?|
Yes, you can define the time you would like to delete all the waiting jobs in Preferences -> Print Jobs. The default time is 2:00am. The print jobs can also be cancelled automatically based on how much time they were held in the queue.
|11.||Q. Can I export partial or all of the print jobs data to a file?|
Yes, you can select multiple rows by holding down the "Ctrl" Key or "Shift" key on your keyboard, and clicking the save button on the toolbar to save. The saved file format can be Excel, HTML and Text.
|12.||Q. Can I set the maximum allowable pages per print job for different printers?|
|13.||Q. I have enabled "send a popup message", but the users can't receive it. Why?|
|14.||Q. Can I generate reports in a language other than English?|
You can easily translate reports into your language by translating some strings in Print Log -> Settings.
|15.||Q. On which printers can Print Manager track the print jobs?|
Print Manager supports all brands of printers. It can track the print jobs not only the Laser printers, but also Plotters, DeskJet printers and InkJet printers. If you want to track the print jobs on your DeskJet or InkJet printers, please include the string "DeskJet" or "Ink" in your DeskJet or InkJet printer name for the best results.
Print Manager Professional 11 can track and control printing for the following type of printers:
|16.||Q. How can I enter client billing code for unattended batch printing (e.g. AutoCAD printing)?|
Select "enable batch print mode" in Preferences --> Advanced.
|17.||Q. Can I view the content of print jobs (waiting jobs / deleted jobs / printed jobs)?|
For details, please see "View the Content of Print Jobs".
|18.||Q. How can I turn off spool file pooling?|
If you install Print Manager on Windows 2000, the spool file pooling is turned off by default.
If you install Print Manager on Windows XP,
If you install Print Manager on Windows 2003 / Vista / 7 / 8 / 2008 / 2012,
|19.||Q. How can I bypass specific user (e.g. Managing directors or CEO) recording their printed documents?|
You can include the user name (Windows login name) with "|" in the file 'euser' located in the installation folder e.g. C:\Program Files\Printer Usage\Print Manager\config, then move this file to c:\czdata. The format is per user name per line, for example:
If you want the print job sent from a user to be tracked, but user will not receive the popup to enter user name / password or client billing code, you can place user name with "|" to the a file named huser and save the file to both c:\czdata and C:\Program Files\Printer Usage\Print Manager\config.
|20.||Q. How can I install Print Manager on Windows Cluster Server?|
Please configure Print Manager in the group as a "generic service" or "generic application".
1, On both nodes, install Print Manager service in Tools --> Install Print Manager Service".
2, Restart both nodes.
3, After restart, go to Administrative Tools --> Service to stop Print Manager service, and set startup to Manual. On logon, please use the account that you used to install Print Manager software and has admin permission on all printers. Repeat this on the second node.
4, Leave the service stop, and let the cluster start it.
If you install Print Manager on two nodes, two licenses will be needed.
|21.||Q. Can I track the print jobs in Citrix / Terminal environment?|
1. If Print Job Agent is installed on a Citrix /Terminal server, the file "terminal" must be deleted from the installation folder of Print Job Agent on the Citrix / Terminal server. This file is created automatically when you run the agent the first time. After the file is deleted, you must restart the agent.
2. The Citrix client must have permission to run C:\Program Files\Printer Usage\Print Job Agent\pagent.exe in Citrix server settings. Also assign user full control right on folder C:\Program Files\Printer Usage\Print Job Agent\ and C:\czdata.
Q. The report is blank when I select a report from
drop down list or the report can't be created
automatically or I get "PERMISSIONDENIED" error. How do I fix it?
If you can't see the report, please click "refresh" button on Print Log. If you still can't see the report, please check if you select the right database or date range. For Windows Vista/2008/7/8/2012, the database may be located in the following folder: C:\ Users \ <your_account> \ AppData \ Local \VirtualStore \ Program Files \ Printer Usage \ Print Manager.
If the report is still blank or the report can't be created automatically or you get "PERMISSIONDENIED" error, go to the installation folder (e.g. C:\Program Files\Printer Usage\Print Log 4.0), right click “Print Log.exe”, then click “Properties”, select “Compatibility” tab, select “Run this program as an administrator” in Privilege Level and click OK button to save. Then try again.
|23.||Q. How can I customize the reports by myself?|
If you would like to customize the reports, you can use crystal report tool at the link:
http://www.sap.com/solutions/sapbusinessobjects/sme/freetrials/index.epx to do it. All 100 report templates are located in C:\Program Files\Printer Usage\Print Log\report\*.rpt. If you select "Access" as database in Print Manager Preferences -> Print Jobs, only the #.rpt needs to be updated. If you select "SQL server" as database, only the s#.rpt needs to be updated.
For example: if you select "SQL Server" as database in Print Manager Preferences -> Print Jobs and would like to change the report "Printed Jobs / Cost Top 5 by User" to "Printed Jobs / Cost Top 20 by User"
1. Backup C:\Program Files\Printer Usage\Print Log\report\s3.rpt
2. Open C:\Program Files\Printer Usage\Print Log\report\s3.rpt using Crystal Report, then select "Group Sort Expert" and change 5 to 20.
3. Save the updated report.
4. In Print Log, select the report from the dropdown list.
Q. Can I track
the print jobs for mobile device (for example Windows wireless
Mac wireless laptop, iPhone, iPod or iPad)?
For Windows wireless laptop, go to Control Panel -> Printers and Devices -> Add a network printer (e.g. \\WindowsComputerName\SharedPrinter).
For Android device, add printer throught "Add Printer Option ->Network Printer" and point to the shared printer on Windows computer.
For Mac wireless laptop, iPhone, iPod or iPad, do the following on the Windows Computer that has printer shared:
2. Download WindowsAirPrintx86x64.zip . After extraction you should have three files: - "AirPrint_Installer.exe" - "AirPrint iOS 5 FIX - 32Bit.reg" - "AirPrint iOS 5 FIX - 64Bit.reg"
3. Run "AirPrint_Installer.exe" and then click on "Install AirPrint Service".
4. Run the "AirPrint iOS 5 FIX - 32Bit.reg" or "AirPrint iOS 5 FIX - 64Bit.reg" to install the iOS 5 fix (Choose the correct file for you operating system, 32 Bit or 64 Bit Windows).
5. Go back to "AirPrint_Installer.exe", make sure "Service Startup" is set to "Auto" and click "Start".
6. Make sure any firewall software is set to allow AirPrint.
7. Restart Windows Computer that has printer shared.
When users print a document from iOS device (Mac wireless laptop, iPhone, iPod or iPad ), the printer should show up when they taps on the AirPrint icon. When they tap on the printer, they should get a pop up asking for the username and password, it will be whatever you entered in the AirPrint Installer.
If your having problems with the iOS device discovering your printer, try rebooting your Windows computer or restart the Bonjour & AirPrint service by going to Start -> Run -> services.msc (Click OK) -> Right Click “Bonjour Service” -> Click Restart. (do the same for AirPrint Service).
If there is a locked icon next to the printer on the iOS device (Mac wireless laptop, iPhone, iPod or iPad ) enable the guest account in windows (Control Panel -> User Accounts -> Manage Another Account -> Turn the Guest Account on). Then in the "AirPrint_Installer.exe" choose to use Guest Account Auth and tick the "Enable Guest Account" box. Then click "Update". You will then need to restart.