Papercut Mobility Print and Chromebooks

[kcalderw]

I posted back in October on an issue we're seeing with students printing on Chromebooks. We use Papercut's mobility print and have had no issues with the same setup for years until this Fall. All the sudden when printing in docs the buttons/menus become unresponsive after printing. The print preview never loads and after reloading the page it says the job failed. I have contacted both Papercut support and Google (still ongoing). I have sent videos and logs to Google but so far nothing has worked. I even moved a test account into our test OU and disabled extensions one by one to see if any of them were the issue. Also, deleted and then re-pushed mobility print, still nothing. I'm at a loss here, but as you'll see in the video the moment I move the same account to our staff OU it instantly works. I just cannot track down what in our student OU is causing this. Would appreciate any suggestions.

Video of the issue

[panderson]

What do you use for filtering?  Did you try it with no filtering applied (or the same filtering that is done for the staff OU)?  Also, maybe look at the differences if any in things like how popups, etc are handled.  If you block URLs in the admin console, maybe try to remove all of those and see if it works?  Or Google Admin settings on devices that are not set to default (or the same as staff OU).

[kcalderw]

Yes, I turned off all extensions (including filtering).

[ddelboccio]

What chrome extensions are pushed (if any) to your student OU's?

the big difference I see in your video is the students appear to have Kami pushed, but when you switch to the staff OU, Kami went away.  Try removing Kami from your student OUs?

[kcalderw]

I turned off all the extensions in my test but perhaps Kami comes down elsewhere in Docs. I'll take a look. However, this happens even if they try to print a website.

[rfischer]

When you in the student OU and you are about to print...

If you select "See More" in the destination drop down do you see your mobility print printers listed?

[kcalderw]

Yes, they all show fine. It's just the act of printing that's the issue. I'm going to once again turn off extensions one by one and test.

[panderson]

When testing extensions I always turn all of them off and then enable them one at a time. With all the extensions off, if it doesn't work then that kind of rules out extensions.  Sometimes extensions "fight" with other extensions, so testing each extension separately sometimes helps. Creating an OU within the student OU (both device and user) will give you a good testing OU where you can put the device and get the same settings and then remove settings, without doing it live for all your students.  That way you could remove everything if needed and turn it back on by turning on inheritance.

When you move it into the Staff OU and it works, you could try installing all the extensions that you have installed or on the student OU.

[Kim_Nilsson]

Don't forget to collect HAR files of your activity, and also check the Network and Elements tab in dev console (F12) to see if you spot anything weird.

[kcalderw]

They requested my network logs from the dev console.

[kcalderw]

Just FYI if anyone else runs into this issue. Having chrome-untrusted://* in our block list was what did it.