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Запрос поддержки: Printing issues

Описание

We are struggling with printing a web page with this version. Some prints work, at least one does not. We are running an internal web page that hangs they kiosk when printed. The print dialog box shows it is 13 pages. When we turn on the Print Monitoring feature of SiteKiosk, it shows 0 pages with the print and trash icons are greyed out. They never become available. Other pages, of shorter length print.

Here's a few lines from the logfile around the failure.

0 0000 2020-08-17 14:20:04 -0500 [SiteKiosk] Notification: 0 cookies successfully deleted. Done.
20 1772 2020-08-17 14:20:04 -0500 [SiteRemote] shutdown
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] Clearing cache for 'contentPlayer/App01'
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] Cookies successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] 0 authentication entries successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] 0 LocalStorage entries successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] 0 IndexDB entries successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] 0 WebDB entries successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] Clearing cache for 'WebApp/Standalone'
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] Cookies successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] 0 authentication entries successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] 0 LocalStorage entries successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] 0 IndexDB entries successfully deleted.
20 0000 2020-08-17 14:20:04 -0500 [SiteKioskNG] 0 WebDB entries successfully deleted.
20 03ea 2020-08-17 14:20:05 -0500 [SiteKiosk] closed
20 03e9 2020-08-17 14:40:38 -0500 [SiteKiosk] started
30 03f0 2020-08-17 14:40:40 -0500 [SiteKiosk] Printer Monitoring: HP LaserJet P2035n: k_Printer::Pause failed
20 03f0 2020-08-17 14:40:40 -0500 [SiteKiosk] Printer Monitoring: HP LaserJet P2035n[User]: added, Status 0x0, Attributes 0x240, Priority 1
20 0000 2020-08-17 14:40:40 -0500 [SiteKiosk] Notification: Beginning deletion of temporary internet files.
20 03f0 2020-08-17 14:40:40 -0500 [SiteKiosk] Printer Monitoring: OneNote for Windows 10: added, Status 0x0, Attributes 0x400040, Priority 1
20 0000 2020-08-17 14:40:40 -0500 [SiteKiosk] Notification: 6 temporary internet files successfully deleted. Done.

Ответ: (12)

Re: Printing issues 18.08.2020 17:17
Hello,

Thank you for your inquiry. Please note that SiteKiosk does not have control over printer drivers themselves. If you do not want to place restrictions on printing then you should not use Print Monitoring. In your Windows>>System settings>>Printers and Scanners, you should disable the option "Let Windows manage my default printer." It is best to remove any other default printer options that may be selected by accident by a user.

See https://www.provisio.com/helpconsole/SiteKiosk%20Help/en-US/print.htm , Sections 1.1 and 2.2 (especially #7) for reference topic below -

I do see that Pause::failed appears in the logs when in the restricted user account. This means that the user does not have the rights to un-pause that printer for use. You will need to log off and go to the admin account. In the SiteKiosk configuration settings>>Print, turn on Print Monitoring and click Edit on All other printers. Turn off the option "Keep printer paused when quitting SiteKiosk". Run SiteKiosk in Start Once then close it. Run SiteKiosk in Auto Start and that printer will no longer be paused. You will not need to make any other entry in the list of printers as SiteKiosk uses the default printer selected by Windows. You will not be able to turn off Printer Monitoring if you choose the option ( see 1.1) "SiteKiosk print dialog box" in Printing behavior.

Some printer options are user dependent, you will need to review those settings in the SiteKiosk restricted user account - see https://www.provisio.com/en-US/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=5826 . Please let me know if this information had helped to resolve the issue.

Best regards,
Andre.
Re: Printing issues 18.08.2020 23:10
I worked through the steps but the problem remains.

I turned Print Monitor on to see if anything was happening.

The Windows print dialog box shows 9 pages to print.
The SK Print Monitor shows 0 pages, I waited over 3 minutes and it never got above 0 pages. Other shorter prints show 1 or 2 pages and print.
Re: Printing issues 18.08.2020 23:27
Hello,

Thank you for your response. There is no known issue where SiteKiosk will cause this printing behavior. Can you answer these questions if possible:

-How is your printer connected?
-Does it work without Print Monitor?
-Do you get the same results when in Start Once vs Auto Start mode?
-Does your printer print all pages of the same document outside of SiteKiosk?
-Are you printing from a button on the web page or the Print button from the browser toolbar?
-Can you try creating a new configuration file and test the print settings as you had done?

Best regards,
Andre.
Re: Printing issues 18.08.2020 23:50
Print is a network printer.

It works with smaller prints with or without Print Monitoring on.

Results are the same with Start Once and Auto Start

I'll check the results tomorrow printing outside SK.

Printing from the button on the SK bar.

I can work up a new config file.

Also, I just tested a different SK, direct connected to a printer but version 9.6.4572 and it prints the webpage right away with the same config.
Re: Printing issues 19.08.2020 15:37
It prints just find outside of SK. All pages, and starts right away.

I haven't mentioned this but we have this installed on 6 clients and it effects all of them.
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