FAQs and Troubleshooting

If a user has deleted the Secure Print default printer, you do not need to re-install the Print Scout. Simply restart either of the Print Scout Services ( Pharos Print Scout Service or Pharos Print Scout Spooler Service) or restart the machine. The default Secure Printer queue will be re-created automatically.

You can enable Offline Print in the Secure > Settings page under Offline Print by toggling the Allow the system to temporarily switch to offline printing if print issues are detected to ON.

Switching all users into Offline Mode is easy. If for any reason an administrator wishes for all users to go into Offline Mode they only need to do one thing: hit the big blue button (Switch all users to offline print). Between 2-7 minutes later, all users will be offline.

Secure Print Failover was designed to keep users printing. In the event of a localized internet outage the Print Scout should detect the problem and automatically switch users into Offline Printing mode. As long as the IT administrator has opted into users being allowed to go into offline mode, no additional action is required on their part. This will allow IT administrators to keep their focus where it needs to be, without needing to worry about users that need to print.

In the event that all users are forced into Offline Mode, it can take up to 7 minutes for the status change to be communicated to all Print Scouts. In order to ensure optimal system performance, the health of the systems critical services are checked every 5 minutes. On top of that, each Print Scout checks in with the cloud each time the user prints (max. of once every 2 minutes) to determine if the user should be in Offline Mode. This means an individual user can take between 2-7 minutes to go offline.

Unfortunately at this time, if the user has not released a document when the system is online they would be unable to print once the system has gone into Offline Mode. Work is underway to introduce search capability into the offline printing mode. This would allow users to search for a printer if they either have none in the list or wish to release at a different device than what is listed.

Changes to the global opt-in setting for Failover are checked by each Print Scout once every 24 hours or on system reboot. If the setting was just enabled, try rebooting your machine to force the Print Scout to pick up the change.

Additionally, Secure Release Failover requires the following versions of the Print Scout:

• Windows Scout 7.19.20.5000 (or later)
• Mac Scout 2.13.11.5000 (or later)

In anticipation of this feature, the Print Scout began collecting data about recently used printers with the June update, Windows version 7.18.0.3245 and Mac version 2.12.0.12. Once users are running the applicable Print Scout, any release activity will be tracked and used to populate the list of frequently used printers when the user goes offline.

Unfortunately at this time, if the user has not released a document when the system is online they would be unable to print once the system has gone into Offline Mode. Work is underway to introduce search capability into the offline printing mode. This would allow users to search for a printer if they either have none in the list or wish to release at a different device than what is listed.

There may be different reasons why documents are not printing correctly. One thing to check is whether the default print driver is compatible with the printer you are releasing your documents from. For information on how to test whether the default print driver is compatible with all Secure Printers, refer to the Secure Release Compatibility topic.

The Secure Print system must be able to access the print devices in your environment that are secured with Card Readers or login credentials. Typically, the default printer password is used, but if the printer password is not the same as the default password, you can configure the printer password in the Secure Printers screen so that the Secure Print can access the printer.

Resolution: Ensure that the password used matches the Admin password on the printer.

This error typically occurs under the following conditions:

• The printer’s IP address has changed since the printer was last secured.

• The printer is powered off.

Resolution:

1. Ensure that the printer is turned on.
2. Verify that the IP address of the printer has changed since it was last secured.
3. Once you have verified that the printer IP address has been changed, you will need to secure the printer again.