"Something" is freezing up printing for students

[kcalderw]

Hoping someone can help me here. I've been going back and forth between Papercut and Google support. So about 6 weeks ago, we started to see that students were having issues printing. They rarely print anymore so we chalked it up to a one-off issue but then we started to see more and more students with issues. After much investigating and testing it appears "something" in the student OU is causing the issue. I have a student test account which I use for these purposes. When I try to print on a web page or Google doc, the print window comes up but the preview never loads. If I hit print, it will disappear as normal but all the buttons on the web page will be useless (menus/buttons in Google Docs). If I refresh the page, I get an error that just says there was a printing issue. If I take the same account and move it to our staff OU, the print preview loads instantly and is able to print.

In the test OU (which is a sub-OU of our student OU), I turned off all the extensions one by one. None of them made a difference. Google support just told me to make a new OU and turn on settings one by one. That's not real feasible. Does anyone have any suggestions or logs I can pull that might help determine what this issue is?

Printing worked fine for them prior to this fall.

[panderson]

Not sure if this will help, but did you approve Mobility Print?

[kcalderw]

Yes.

[Kim_Nilsson]

Just to confirm... Marked the MP client_id as Trusted in API Access Control?

Not just allow the Chrome extension, as Chrome extensions aren't automatically allowed in API Access Control, like Marketplace apps are.

[kcalderw]

That is correct. Also, this issue started before the 10/23 deadline.

[dochxp]

Some trouble shooting thoughts. 

Can you replicate the same problem on browser Chrome (Windows.Mac) and on Chromebook?

Try different versions of Chrome (it is not working on 118 but will work on 117 for example)

Disable/remove MP from the OU and use the inbuilt print/direct print to USB/Connect to another printer and test printing. Does it behave the same or not (basically isolate if it is something in the browser/OS version.

Turn back on/reinstall MP extension - test. 

Is the papercut/MP software up to date on local print server? (I have had problems with the .Net framework has got a little bit out of date for example). 

Set up on a new print server (eeek!) and test. 

I am not saying any of this will be a solution, but potentially a set of troubleshooting procedures you may not have done yet. 

[kcalderw]

It's not the MP app or the server. As soon as I move the student account to another OU (while using the same Chromebook) it works fine immediately. I will test on a PC using a browser. Our Windows based staff users do not have an issue at all.

[dochxp]

Also, are the staff and students on the same SSID, VLAN, etc on your network? I know VLAN rules can sometimes cause issues. 

Sometimes, I have turned off the MP in the papercut console and then re-added it and it works. 

Obviously, I am just throwing a few random thoughts of things here where I have had issues also. 

[kcalderw]

I can try that. I know support had me switch from DHCP scopes to known host but it made no effect.

[dochxp]

Another thought that you may have thought about related to this networking side is any deployed proxies? 

[kcalderw]

We do not use proxies.