Let Me See the Copier Again

I am PaperCut administrator and users are reporting that they are unable to log into copiers/ MFPs with their ID card or badge (swipe card authentication). How should I go near troubleshooting this?

This folio will aid guide you to troubleshoot problems authenticating at a copier/MFP/MFD running the PaperCut embedded awarding. We strongly recommend involving your PaperCut partner to assist with troubleshoot this effect as they are experts in 3rd party hardware including copiers and menu readers. Y'all can find their details by logging in your PaperCut Admin console > Nigh tab > Back up Info section.

For more information on Carte du jour Readers specifically, have a look at Common Questions nearly Card Readers.

Device "cannot connect to server" error

The verbal wording of this bulletin may vary depending on the make and model of the device, likewise as the version of firmware or PaperCut embedded application, so we can't tell you what the exact wording of this error will be. Notwithstanding it volition more often than not be some variation of "Cannot connect to server", "Connect timed out" or "Device connectedness timed out".

• Ensure that the right ports are open up on the firewall between the device and your PaperCut server. Run across Firewall Ports used past NG & MF for a list of ports required for your specific device.
• Has the IP address or hostname of your PaperCut server inverse recently? See: How to configure embedded software after a server migration or an IP/Hostname alter.
• Is this happening specifically to a Konica Minolta device? Encounter Konica Minolta embedded application shows "Connecting to server" for extended troubleshooting steps:

Unknown carte du jour/ID number

Y'all might see the following bulletin in the PaperCut Admin console > Logs tab > Application Log tab:
"Unknown card/ID number entered on an external device. Card/ID No:xxxxxxxxxxxxxxxxxx".

This screenshot highlights a menu ID number reported in the Application log tab. It'southward showing an Unknown card/ID number considering this carte number is non linked with whatever relevant user in the Users tab. You can likewise check this past using the Quick Find filter nether the Users tab.

If the carte du jour number yous see in the Application log tab doesn't wait right. Eg. it has leading 0000s like 00001234 instead of 1234, then bank check out the 'My card reader is reading numbers in a format dissimilar to my records. How can I change the format?' section on Common Questions Nigh Card Readers?

Invalid pivot number

This ways PaperCut doesn't recognize the pin number that the user is inbound at the photocopier screen. The user can have their pin reset if they forgot what it is. You tin exercise this from the PaperCut Admin console > Users tab > select the username > Details tab > scroll down to the "Card/ID Pivot (digits only) field. The field hides the real pin number, then yous can re-enter it.

Alternatively, the users can alter their own Pivot by logging into the PaperCut user interface with their account. Before doing that, the system administrator will need to enable the ability to alter their ain pin. This tin can exist done by logging into the PaperCut Admin console > Options tab > Full general tab > tick the checkbox "Allow users to change their card/ID PIN" so whorl to the bottom of the page and select Utilise.

As well, go to the PaperCut Admin console > Logs tab > Awarding Log tab to encounter if there are whatsoever errors being shown there to assistance troubleshoot.

The error message received is Invalid Authentication

This error message is shown on the photocopier screen when a user tries to authenticate.

At that place are a few questions nosotros can enquire to assist narrow downwardly the effect farther…

• Is this affecting just user or all users? If it is only one user, in that location's a chance that they might be set up with the incorrect card number inside PaperCut, so that might exist worth double-checking by logging into the PapeCut Admin console > Users tab > select the username and ostend their details (countersign & pin id).
• Is the user able to successfully login with their username and password? If then, it points to an issue with the carte reader, or the user'due south card ID number in PaperCut. If not, then perchance at that place is a trouble with PaperCut authenticating users. For the side by side step see if the user can sign into the user web interface (http://<your-papercut-server-hostname>:9191). If not, and so there may be a trouble where the user either doesn't be in PaperCut, or PaperCut is not able to cosign this user with the User/Group Sync Source (like Active Directory or G-Suite).
• If the details for the user looks correct in the PaperCut Admin panel > Users tab, there could be an issue with the carte du jour itself that it might not actually produce the number y'all call back information technology does. Depending on the card reader y'all might be able to plug it into a estimator and open up a text editor, like a notepad. Then swipe the card. Information technology should show the numbers the card actually thinks it is. We can get your PaperCut partner who supplied the card readers to help with troubleshooting this.
• Log into the PaperCut Admin console > Logs tab > Awarding Logs. This folio is great to run into what sort of errors are coming upward when a user attempts to cosign.

I swipe but nothing happens at all

My swipe card beeps as if it receives the card data, but the MFD interface doest not react? This includes checking if swipe card is enabled and other bones checks.

• Power-bicycle the card reader by unplugging it and plugging information technology back in.
• Ensure to check the Swipe card configuration is ready in PaperCut? Card self-clan allows a user to acquaintance their carte with their account without needing any administrator assistance. More than details in this knowledge base article: Authentication Methods.

  

• If this was working previously, what changed? Did I update the PaperCut server/embedded awarding/copier firmware, or accept any networking changes been made recently such equally a new router or firewall rules?
• Am I using the correct Embedded App version and a supported card reader? Your PaperCut Partner should aid you determine if the menu reader model is supported for that specific device.
• Is the card reader firmware upward to engagement?
• Did this stop working after updating the embedded app? We wouldn't expect this to happen, but if it does nosotros certainly want to know so we can assistance troubleshooting.
• Set aside the card reader for a moment and effort logging in with but the username/password. If that fails, it could be that their business relationship is disabled, their username and password expired. If hallmark is only failing for just for domain-joined user accounts, Run across: Troubleshooting ActiveDirectory Authentication
• Is this card reader an RFIDeas 241? Try configuring this device for Customer Way (equally opposed to Generic Mode) for the best operation. This was added in our PaperCut version 17.2.3 and the reward of using this mode is that information technology can provide greater stability of communications on a network that may be flaky or unstable. See: Network Menu Reader Technical Overview.

Is this an intermittent trouble?

Is this an intermittent issue? Or does it only seem to happen during the busiest times of the day? This could just be a sign that the PaperCut server, database, or Site Server is running into a performance issue and is having trouble handling the load.

We recommend following the steps in our article Troubleshooting and optimizing Server Performance to resolve the result.

"The Laptop Test"

These can be circuitous problems to troubleshoot. One thing we can practice to narrow downwards the scope of possibilities dramatically is what we call "The Laptop Test".

This generally involves…

• Installing PaperCut MF on a spare laptop (usually the aforementioned version as what's running on the server).
• Going to the vicinity of the copier and connecting to the aforementioned network.
• Adding that specific copier to PaperCut MF on the laptop.

And then, what will that tell us?

If the laptop can connect to the device… and so we at least know the device is compatible with this specific version of PaperCut MF and the hardware is configured correctly. There could be a network or firewall effect preventing the device from connecting to the real PaperCut MF server, or the main PaperCut server is misconfigured in some manner. Many times SSL or certificates can be a gene.

If the laptop can't connect to the device… and so we're not certain if this device is compatible with this specific version of PaperCut MF and we can't be certain that the hardware is configured correctly. At that place are thousands of types of devices that tin connect to PaperCut across over a dozen brands of printer, so we rely heavily on the expertise of our PaperCut Parters to assist us determine if this device can exist supported.

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Categories: Troubleshooting Articles, Authentication

Keywords: mf-only

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Source: https://www.papercut.com/kb/Main/SwipeCardIssues

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