Vasion Print Troubleshooting

API Cloud Link

401 Unauthorized Error response when submitting a print job.

400 Bad Request Error when submitting a print job.

My job was received but never printed.

Common errors seen when importing badges are:

• Badge ID Already In Use — if the existing user information for that badge is incorrect, unregister the existing badge.
• User does not exist — verify the user is within Active Directory or IdP.
• Invalid user identifier — check if there are additional backslashes or characters added between the domain and username.

You can add the SMTP.SendAsApp permission manually with the app manifest:

1. In your app registration, go to Manifest.
2. Find the requiredResourceAccess array in the JSON.
3. Add the following object to the array:
   Copy Code

   {
       "resourceAppId": "00000002-0000-0ff1-ce00-000000000000",
       "resourceAccess": [
           {
               "id": "7146a1f0-8703-45b3-9eae-527a64c00995",
               "type": "Role"
           }
       ]
   }

4. Select Save at the top of the manifest editor.
5. Return to API permissions, and confirm that the permission appears.
6. Select Grant admin consent for <your tenant>.

The following can cause this error:

• SMTP AUTH is not turned on for the mailbox or organization.
• The service principal is not registered in Exchange Online.
• The service principal does not have the required permissions.

Do the following to fix the issue:

1. Confirm that SMTP AUTH is turned on.
2. Ensure that the service principal is registered.
3. Confirm that mailbox permissions are granted.
4. Wait 5-15 minutes for propagation.

This error occurs when the OAuth token or authentication string is incorrect.

Do the following to fix the issue:

1. Ensure that you are sending EHLO after STARTTLS.

2. Use server.docmd('AUTH', 'XOAUTH2 ' + auth_string) instead of server.auth().

3. Confirm that the token scope is https://outlook.office365.com/.default.

This error occurs when the service principal does not have FullAccess permission to the mailbox.

Do the following to fix this issue:

1. Grant FullAccess permission using Add-MailboxPermission.

2. Wait 5-15 minutes for propagation.

This error occurs when EHLO was not sent after STARTTLS.

Do the following to fix this issue:

1. Ensure that you call server.ehlo() twice: once before STARTTLS and once after.

This error was seen on macOS ARM devices that were using a printer with an Intel driver attached.

To resolve this error:

• Install Rosetta on the macOS device.

  Copy Code

  Install Rosetta

  /usr/sbin/softwareupdate --install-rosetta --agree-to-license

• Or re-upload the macOS drivers from a device using an ARM processor.

Are the default printer admin credentials correct?

CPA installations can fail if the admin username and password are incorrect. You can resolve this issue by modifying the credentials used for CPA installation. With the Modify option in the CPA Manager, update the credentials for multiple printers as long as they are the same brand. Often, the default admin name and password are the same multiple manufacturers.

The CPA requires a Service Client to install apps to the printer. Check that the Service Client machine is not shut down or in an error state.

On the machine, open the Task Manager and select the details tab. In the Search field, type "printer" to locate the Client processes.

If neither the PrinterLogicServiceManager.exe or PrinterLogicServicePrinterApp.exe processes are running on the Service Client device, verify the Client installation and / or check the Service Client was installed properly.

Verify the Client is installed, authorized and pointing to the correct instance. A quick test is to click the system tray icon to open the Self-service Portal. If it opens to the correct URL, you can sign in, and see / install printers from the portal, then the client is authorized.

If you're prompted for an authorization code in the Self-service Portal, see Device Authorization for steps on how to create one.

If the Self-service Portal opens to an incorrect URL, you'll need to set the home URL. See Update the Home URL.

Navigate to C:\Program Files (x86)\Printer Properties Pro\Printer Installer Client\ServiceHost. and check the following:

If the Service Host folder is not created, check the machine's hostname or IP address and compare with what you entered for the Service Client in the Admin Console.

If the folder is created, check the config folder in it. A token.json file is saved here when the Service Client is authorized.

If the folder is created, but the token.json file is not there, you need to reauthorize the Service Client, see Reauthorization Steps. Please note that the Service Client authorization is different from the Client authorization.

Follow these steps to generate a new authorization token for a Service Client if it is missing or the PrinterLogicServiceManager.exe service stops responding.

Reauthorize the Service Client only if you checked the URL, client authorization, and folders first. Complete the steps below within 2 minutes, or the reauthorization fails.

1. On the device that is set up as the Service Client, navigate to C:\Program Files (x86)\Printer Properties Pro\Printer Installer Client\ServiceHost\Config.
2. Confirm whether there is an existing token JSON file. If one exists, delete the file.
3. Open the Task Manager.
4. Select the Details tab.
5. Right-click the PrinterInstallerClientLauncher.exe service, and select End process tree. There are three PrinterInstallerClient processes running for the Client. If the other two services do not end, end them individually.
6. In the Vasion Print Admin Console, navigate to the Service Client object.
7. Select the Service Client, and in the General tab, select Reauthorize.
8. Select OK to close the message.
9. On the Service Client device, select the Services tab in the Task Manager.
10. Right-click the PrinterInstallerLauncher service, and select Start.

After the services start, the device generates a new authorization token.

This is a generic communication error. A few things to check are:

1. The Service Client is not listening over port 31988. Update the configuration to allow listening over port 31988.
2. The printer does not trust the Vasion Print certificate. Register or upload a new certificate.

Fuji Xerox Specific

In the printer settings, configure the Domain Name within the DNS Configuration settings to see if it resolves.

At a minimum, the printer requires a self-signed certificate. If an Amazon Root CA 1 certificate is not installed, follow this link to see the steps to obtain the certificate so you can manually install it on the printer.

By default, the Visual C++ Redistributable for Visual Studio 2015 (32-bit/64-bit) or newer is typically already installed. However, both the x86 and x64 redistributable packages must be installed on the Service Client to generate the items required for a successful installation. Without the packages, the Service Client cannot initiate the app service. You can find these packages in the Microsoft Download Center.

A quick way to do this is to right-click the Client icon in the system tray of the Service Client machine and select Refresh Configurations.

The CPA requires the use of an IdP. This can be LDAP or another IdP such as Entra ID (Azure AD), Okta, etc.

The CPA requires an email address associated with each IdP user, which it uses as the username when logging in. This scenario occurs when an email address has not been associated with the user within the IdP.

Sometimes printer-specific drivers can cause installation issues for the CPA. Use a universal print driver to ensure a smooth and successful installation.

Check the following:

1. Verify that the IP address assigned to the printer is accurate within the Admin Console.
2. Ensure that you can successfully ping the printer from the Service Client machine.

You can find the log file on the Service Client machine at the following path:

Windows:

C:\Program Files (x86)\Printer Properties Pro\Printer Installer Client\ServiceClientLogs\PrinterLogicServicePrinterApp.log

Mac/Linux:

/opt/printerinstallerclient/log/printerlogicserviceprinterapp.log

This issue likely stems from incorrect Authentication / Accounting Type settings located at Permissions Authentication and Accounting Authentication / Accounting Type. When using badging, ensure the setting is configured to Custom and restart the device.

At a minimum, the printer requires a self-signed certificate. If an Amazon Root CA 1 certificate is not installed, follow this link to see the steps to obtain the certificate so you can manually install it on the printer.

Some Ricoh models may require specific card reader settings.

Before you follow the steps below, if the CPA is installed in SSO provider mode you will need to uninstall the CPA first.

1. Ensure the USB card reader is connected to the device's panel and NOT the back of the device.
2. From the device's panel, log in as Machine Administrator.
3. Navigate to User Tools Screen Features Screen Device Settings IC Card/Bluetook Software Settings Select IC Card Reader and set to Proximity Card Reader.
4. Select Proximity Card Reader Settings.
5. Empty the list.
6. Return to the Select IC Card Reader settings accessed in step 3, and set to Do not use.
7. Reboot the device.

If the installation fails with an InvalidSolutionsKeyError, update the printer's region in the firmware settings.

The Fuji Xerox CPA requires the Customized Login option set and enabled. Normally this happens during the CPA installation. If the option is not visible on the printer, enable the Customized Login option using the printer's Service Mode.

1. Log in to Service Mode from the panel on the device.
2. Select Tools.
3. Select Common Service Settings.
4. Select Maintenance / Diagnostics.
5. Select the NVM Read / Write option.
6. Set the chain-link to 700-497.
7. Set the New Value to 0.
8. Exit Service Mode and reboot the device.

Once the device reboots:

1. Log in to the printer's control panel.
2. Navigate to the Login Types settings. The path to these settings may vary by model.
3. Select the Customized Login option.

Some devices don't support these characters by default. Install the related language packs for the characters and fonts on the printer.

This is likely happening because you’ve exceeded the maximum email attachment size. The current file size maximum is 30MB in this version of Scan to Email. Any scans larger than that size cannot be sent via email. We recommend doing a few separate scans and sending them in separate emails.

• Ensure the right user is signed in on the CPA, Client, and portal.
• Check the print queue log.
  • Windows: C:\Windows\Temp\ppp\Log\PrinterInstallerPrintQueue.log.
  • Mac/Linux: /opt/PrinterInstallerClient/log.

If you are seeing alias is automatically stripped from the To: field, set up a distribution group:

1. Remove the alias from the original account.
2. Create a distribution list called <printername>@<domain>.com. Example: HPXXX@example.com.

3. Set the only member of the list to the main mailbox. Example: example@example.com.

   The main mailbox set for the pull printer on the Service Client's Email Printing tab.

Mail should be delivered to the main mailbox, with <printername>@<domain>.com in the To: field.

If held print jobs are not visible in the mobile app make sure the end users are logged into the client on the workstation and that is the same user credentials that are being used to log into the mobile app.

Most commonly this is because when you printed from your workstation, you selected a specific printer to print to. Depending on how your environment is configured, it is assumed you are performing a secure print function, and want to print to that specific printer. If this is the case, go to the selected printer and either select the Print Release option, or if configured, scan the QR codeoption.

If your user can't sign in to the mobile app make sure they can log into the Self-service Portal with the same credentials they are using on the app. If they cant, then it's most likely an issue with the IdP implementation.

If your end users are not able to print to a specific printer, first make sure their mobile device can communicate with the printer. Another thing to check is that the printer supports IPP, that it is enabled, and TCP Port 631 and 80 are open. If neither of those fix the issue, check to make sure IPPS is not enabled since IPPS is not supported by Vasion Print and conflicts with the printing process.

If your environment uses complex FDQN A fully qualified domain name (FQDN) is the complete domain name for a specific computer or host on the internet. The FQDN consists of the hostname and domain name. names on your printers, iOS considers having the complex names with a self-signed certificate an unsafe connection for IPP / IPPS requests. To confirm this is the issue, check your logs for the following error from the printer or server: "Error Domain=NSURLErrorDomain Code=-1200".

The solution is to install the root certificate for the used domain on the device. See iOS Printing Fails with -1200 Error..

Although held print jobs generally show up on the app very quickly, depending on your network, a print job may take a short period of time to show in the app. Sometimes you may need swipe down on the print release screen to refresh.

Another consideration is how long it has been since you printed the job. As a default, held print jobs are only kept for 12 hours before being purged. This setting can be modified to be shorter or longer by the application administrator. Confirm with them on what this time is set to.

Only printers that are manually added to the mobile device can be deleted. Printers that have been deployed to the mobile device by the administrator cannot be deleted from within the app.

1. Open the PrinterLogic app on the device that needs log information.
2. Select the App icon from the app header.
3. Select the Settings button .

4. Tap the toggle to enable event logging.

   

5. On the Enable Logging modal select Start.

   

Enable Event Logging for print release to assist you with troubleshooting efforts. Only the app details are logged and should only be turned on for the time necessary to gather the needed information, since the log data is stored on the device.

Only one log is stored on the device at a time. So when logging is enabled again, the previous log information is replaced with the new log.

You'll receive a notification after 4 hours if logging is still enabled. Select Stop Log to disable Event Logging.

SNMP Status does not report SNMP data to the Admin Console. It queries the printer and updates the status information for the printer on the workstation. To configure SNMP Status Monitoring, which reports SNMP information to the Admin Console, see SNMP Status Monitoring.

In some setups, external applications may need to reach the Vasion OutputService Client using a DNS name that resolves to an external IP address. However, this can cause issues the following issues:

• The Service Client cannot resolve the DNS name to its internal IP address.
• External DNS resolution conflicts with internal requirements.

Check if the Service Client can resolve the DNS name to its internal IP address. If the DNS name doesn't resolve correctly, you may need to modify the hosts file. See Troubleshoot DNS Resolution for Output Automation-Service Client

Ensure that the DNS name in the UI matches the one in the certificate used by the Service Client.

If the Vasion Output logs have no activity from print jobs, make sure ports are open and the network traffic is flowing. You can use the Check Connection option of the Spool Administration: Output Device (Display) window to verify SAP S/4HANA is reaching the LPD service.

If the Vasion Output logs show a error relating to an unsupported command, check the following:

• Make sure the Access Method for the output device is U.
• Make sure the Device Type for the output device matches the destination printer as closely as possible.
• If those look good, there may be a new message type that needs to be supported. Contact support.

Access Method Q is only enabled by default for SAP S/4HANA Public Cloud and must be enabled manually for SAP S/4HANA on-premise or SAP S/4HANA private cloud instances. Contact your SAP Admin and refer to SAP documentation for assistance.

SAP S/4HANA on-premise or SAP S/4HANA Private Cloud must be on a supported kernel version to enable Access Method Q. At this time only the following kernels are listed: 7.77, 7.85, 7.89 and 7.93. Your SAP Admins with a S-user account can sign in and view the latest and most complete list.