Installation and Troubleshooting Tips Common Installation Tips GOPRINT INSTALLER The GoPrint Installer for 32 bit and 64 bit systems are available for download at: Windows: http://software.goprint.com/gs4/gs4-setup.exe Linux/Mac: http://software.goprint.com/gs4/gs4-linux.tgz The same installer is used for the Server and Print Release Station installations. The Web Client Popup installers for Mac and Windows can be found under the GS4\Lib\Downloads directory after a completed GTX server installation. When installing a print server (Agent) and Print Release Stations you re prompt for the name of the GTX server. As long as you entered the correct GTX server name then everything should be up and running. If you need to change the server name you'll find it in a text file named goprint.cfg in the GS4 installation folder. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 1
REQUIRED PORTS The Window 2008 and Windows 7 Firewall are known to close all incoming ports. To ensure a successful installation, create Firewall Rules for the following ports: GTX Server: Local server ports 7767, 7768, 7770 GTX to Remote Agent: 7768 Remote Agent to GTX Server: 7769 Print Release Station to GTX Server: 7770 Web Client Popup to GTX: 7773 Netlink 7010 and 7080: 9898 Note: a common support issue with the Web Client Popup is due to the Windows 2008 Server Firewall blocking Incoming Port 7773. Even after creating a Rule, restarting the Windows Firewall service may be necessary. SYSTEM ADMINISTRATION Control Center: System administration is completely web-based and the administration interface is called Control Center. It s accessed by opening a browser to: http://gtxservername:7768 or over a secure port: https://gtxservername:7770 Control Node: Is the database configuration and system update tool. By default only local connections are accepted. This tool can be accessed from the local server at: https://localhost:7767. GOPRINT SERVICES GoPrint Transaction Server (GTX) service: typically installed along with the Agent service on main print server. Agent Service: must be installed on any additional remote print servers. Print Release Station: runs as a Java process. During the installation process must reference the hostname of the GTX service. Web Client Popup: runs as a Java process. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 2
DATABASE SERVERS The default recommended database platform is PostgreSQL for any size installation. It s a robust open-source and license free application and comes with a user-friendly administration tool; PgAdmin III. The database service account runs under the postgres user and the default DBO user account is also called postgres; similar to Microsoft s SQL Server s sa account. We recommend installing the database software on the same server as the GoPrint Transaction Server (GTX) unless you have a very high volume printing environments (> 10,000 jobs per day). The GTX is the only GoPrint component that needs access to the database. The database can run locally on the GTX server or remotely on a campus-wide database server. Other supported platforms: MS SQL Server, MS SQL Server Express, and Oracle. Refer to the system requirement and installation documents for these platforms. PRINT QUEUES 1. Prior to running the GoPrint installer: Install the print queues (see document; installing Windows and Mac Print Queues) Make sure to Share the queues When installing the print drivers, download the latest drivers from the manufacturer s website. Do not use the shipped drivers that come with the manufactures CD or the pre-installed Microsoft drivers. If it s a mixed environment of 64 bit and 32 bit operating systems, then drivers for each must be installed. Refer to the document, Windows 64 bit drivers and 32 bit Server. 2. Change the security permissions for the Creator Owner from Manage Documents to Print. Doing so prevents end-users from deleting their own print jobs and jobs of others, (under the spooler) and allows GoPrint to manage job deletion. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 3
WEB CLIENT SELF-SIGNED CERTIFICATE 1. Web Client Popup GoPrint Self-Signed Certificate and Browser Security Alert A GoPrint installation comes installed with a self-signed certificate created in a Java keystore and is found under the GS4 root directory in a file called gtx.keystore. Since the certificate is self-signed, it is not considered trusted by web-browsers. As a result, when initially using the Web Client Popup users are presented with the following browser Security Alert message: Although NOT required, you can purchase a signed SSL certificate from a trusted Certification Authority to overcome the message, a certificate For additional information see the document; :SSL Installation. WINDOWS REGISITY CHANGES AND PRINT SPOOLER 1. In order for the GS-4 Services to start when the server is rebooted, a Depend-On- Service Windows reg file must be set. The database specific platform file can be downloaded at the GoPrint support site at http://www.goprintsupport.com/support.html. DependOnService Windows Reqistry Files Depend On Service "How to" PostgreSQL 9.0.zip PostgreSQL 8.4.zip PostgreSQL 8.2.zip MS SQL Server Express 2008.zip MS SQL Server Express 2005.zip 2. The Windows Print Spooler Service must be restarted after all new installations to allow the Agent to control (forcibly Pause) print jobs from client machines. This is due to a Microsoft registry change initiated during the installation process for all 3 rd party print management systems. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 4
Common Troubleshooting Tips It s often necessary when troubleshooting to enable verbose logging to obtain additional error messaging. GOPRINT LOGS The GoPrint log files can be found under the GS4\logs folder The GTX log is referred to as the RUN.log The Print Release Station and remote Agents logs are referred to as the Remote.log Enable Verbose Logging To enable verbose logging open the goprint.cfg file and change verbose=false to verbose=true Stop the GS-4 Services and while stopped, delete the present RUN.log to create a fresh log and then restart the Services. #GoPrint Node Configuration #Wed May 11 10:24:39 MST 2011 gtx.db.url=jdbc\:postgresql\://localhost/goprint gtx.db.database=goprint gtx.db.password=\:rc4\: 86d50eb333a0 verbose=true gtx.db.server=localhost Print Release Station logging For card swipe issues, also enable verbose logging at the Print Release Station level by entering the line verbose=true under the goprint.cfg file. Note: Most common scenario s include, LDAP troubleshooting and One Card systems such as Blackboard and CBORD, and NuVision. Web Client Verbose Logging To troubleshooting web client issues set the following variable in the goprint.cfg file: Set environment variable GSWEBCLIENT_DEBUG=1 before starting the gswebclient.exe The results should get a file named.gswebclient.log in user's home directory only. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 5
Increasing Java memory Allocation With some high transaction environment Java memory may run high. As a result, transaction and printing results are considerably slow, and may run the CPU up to 100%, and Windows Task Manager displays the Java process as running high. You can confirm this by opening the GoPrint Run log and look for the line displaying the allocated Java memory as the amount available and amount used as a percentage To resolve, it s important to contact GoPrint Support immediately when you are experiencing this situation, and after reviewing the issue which assist in increasing the memory. To do so, the following line needs to be entered in the goprint.cfg file. Wrapper.java.maxmemory=2048 Note: the default is 1024. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 6
Increasing PostgreSQL Connection When PostgreSQL connections, (The default database platform) is maxed-out you can increase the available connections under postgresql.conf. The file is found under; Program Files PostgreSQL- version # - Data Open in Notepad and make the following changes: Important: a restart of the PostgreSQL services is required or a reload of the Configuration. PRICING AND PAGE COUNTING ISSUES Page Counting Multiple copies user prints 4 copies of a 3 page document the cost for each page is.10 The total cost should be $1.20 but goprint charges $5.20 Cause: page counting conflict with the print driver. Solution: visit the manufacturer s website and switch out the latest PCL and PS drivers to see if a specific version resolves the issue. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 7
If page counting issues cannot be resolved: 1. Capture two spool files. Ex Word and a PDF and email to support@goprint.com. 2. Include the printer model and print driver used. Capturing Spool Files There re numerous methods to capturing spool files, and the task can be challenging in busy print labs. The easiest method is as follows: 1. Send a print job 2. From Control Center, navigate to the print queue properties and select, View Print Jobs 3. Make note of the Job #, which is the physical spool file number Example: Job #61 4. Navigate to the Windows Spool files; C:\windows\system32\spool\Printers 5. Find the matching spool file: example: 00061.SPL 6. Email to Goprint Support at support@goprint.com 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 8
Printer Installation and Print Drivers Helping clients troubleshoot printing issues related to print drivers is one of the most common Support tickets. Typical issue Client isn t familiar with the new 64-bit operating systems and handling print drivers in a mixed environment of 32-bit and 64-bit machines. Solution: 64-bit server also needs the 32-bit drivers installed Review the following printer installation notes: http://www.goprintsupport.com/windows_64_bit_drivers_32_bit_server.pdf Common issues: Client claims print jobs aren t pausing Solution: if it s a fresh Agent (Print server) make sure the Windows Print Spooler Service and GoPrint Agent Service has been restarted prior to attempting to send jobs from client machines. This is due to a registry change during the installation that changes the spooling process to support 3rd party print management systems. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 9
Issue ALL Print Release Stations are down Confirm that the Print Release Station window is not coming up all the way and if the following error appears on the screen. Also, ask if this error is appearing at ALL Print Release Stations. C a u s e 1 : If the error occurs on ALL Print Release Stations, then most likely the GS-4 Services are not running. Normally, it s caused when the server has been rebooted and the services started before the database service. Cause #2: if the error is happening only on one Print Release Station, then it s either a networking issue or a hardware issue with the specific machine. Solution: open Windows Services and restart the GS-4 Services then down and run the DependOnService Windows Reqistry file for the database version to ensure the services start correctly at the next system reboot. Restart the GS-4 Services Important: even though the Service may display as running restart them anyway. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 10
Cause 3: the database service isn t running The GTX service is dependent on the database service and will not start if the service is down or the database is corrupt. Solution: check Windows Services and see if the database service is running. If running, see if the GS-4 Services are running. If not, try to start. If they don t start, most likely there s a Java memory limit issue, or a SQL coding conflict Capture the current GTX RUN.log and email to support@goprint.com Print Release Station Window doesn t initiate Solution: this issue commonly happens during new installations and is caused when the Print Release Station s System Time and Time Zone doesn t match the GTX Server. Review and make any necessary changes and start the Station. Solution: the GTX Servers hostname wasn t enter correctly during installation. Open the goprint.cfg file and review the line gtx.servname= your servername and make any changes and start-up the station. Solution: networking issues are preventing the Station from registering with the GTX Node. Ensure the Station can communicate over the network to the GTX server. Solution: The GTX servers Windows firewall is blocking incoming port 7770. Create an Inbound rule for port 7770 and start-up the Station. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 11
Web Client popup does not popup or screen is blank Cause 1: typically caused by an incorrect URL to the GTX was typed under Preferences when configuring the client. Cause 2: Windows Firewall or bandwidth or a network firewall is blocking incoming port 7773 to the GTX server. Perform a netstat an to see if a TCP connection to the GTX server has been established. Check the troubleshooting steps under the Web Client Configuration guide for additional information. User Authentication issues at Web Client or Print Release Station Cause 1: Sudden issues with LDAP authentication is typically caused when the client has made changes to their domain structure; even though they may tell you that is not the case. Solution: put the GTX server in verbose mode to capture advances LDAP authentication attempt. Then look at the RUN.log to see where the authentication is failing; either at the LDAP search user or at the end-user level. 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 12
GoPrint system goes down after recent GoPrint Web Update Cause: recent Web Update contained coding changes which caused SQL or DLL conflicts Solution: View the RUN.log to view SQL errors and submit to GoPrint Support. Important: prior to perform any web Update it s important to complete a database backup and copy the GS4 LIB and BIN directories to another directory. When issues occur: 1. Stop the GS-4 Services (most likely will already be stopped) 2. Paste the backed up LIB and BIN directories to the GS4 directory replacing the recently updated files contained in the Web Update. 3. Restore the database from the Backup 4. Start the GS-4 Services For Backing-up and Restoring a GoPrint database refer to the documents: MS SQL Database Management Moving a PostgreSQL Database 2011 GoPrint Systems, Inc. All rights reserved. Installation and Troubleshooting Tips 13