Please ensure the following information is provided to our help desk when submitting a support ticket that relates to printing errors.
This article is designed for resellers and professionals with an understanding of the PaperCut solution.
If your customer is experiencing issues with printing, such as print jobs vanishing, iOS or OSX print problems or other issues affecting print and you have completed your own level 1 troubleshooting - please submit a ticket to us ensuring the following information is included:
- Detailed description of the problem
- Summary of trouble shooting steps performed
- Application server debug logs
- Print provider debug logs
- CUPS debug logs (if applicable)
- PaperCut job log
- Printer driver details
- Print queue configuration
- Screen shots / video (if applicable)
Here is an example of a well constructed ticket: