Online Support

The End User Inquiry Tool is not functioning properly on my Workstations

Issue

A variety of network and firewall issues can create problems for the End User Inquiry Tool resulting in users not being able to view their balance or not receiving warning messages as to why a print job was deleted or paused.

Solution

There are several solutions depending on what issues you are encountering. Please see the appropriate section.



Users are unable to see their balance:

  1. Check that you are running the newest version of the Print Manager Plus. Version 7.0.131.61 and later have key updates to help ensure the server and database promptly respond.


  2. If the EUIT constantly shows Contacting Server... then this generally means that the workstation simply cannot find the server. The EUIT can be configured to look at a specific server instead of broadcasting. This is common for networks running multiple subnets. To configure this:



    • Open the workstation's registry to this key:

      HKEY_LOCAL_MACHINE\SOFTWARE\Software Shelf International Inc\Print Manager Plus - Client

    • Create a new String value here, named Server. The value data of it should be set to the machine name of the Print Manager Plus server on your network. (i.e. PrintServer01)

    • Log off and back on the workstation.


  3. Ensure the user logged in has a balance within Print Manager Plus. If the user is receiving their balance from a Group Default setting, the user needs to print before their account will become active. Once the user has printed, their balance should display.


  4. Firewalls including the XP Firewall will block communication to our End User Inquiry tool. You need to allow ports 445, 48100 and 48101 on both the Print Server and the workstations running the End User Inquiry Tool. You can do this within Control Panel > Windows Firewall.


  5. If using Citrix/Terminal Services you will need to enabled Named Pipes for the EUIT. This is done within the Print Manager Plus Administrator by going to Settings > Advanced Settings. On the Citrix/Terminal Services tab check the box enabling named Pips.


  6. Ensure you are running the latest version of both the Print Manager Plus server and workstations.

    Version Checking For Workstations:
    Open your C:\Program Files\Print Manager Plus Client Folder. Right click on the CheckPages.exe and go to the properties, on the version tab a version will be listed, ensure this is version 6.0.0.107 or later.

    Checking the Version on your Print Server:
    To ensure you have the latest version of the Print Manager Plus server software, run your eUpdate located within File -> eUpdate.


Users are not receiving their warning messages notifying them that their print job has been restriction:


  1. Check to see that the print job is in fact being restricted. If the job is still printing, ensure your restrictions are set properly for that user or printer.


  2. Ensure that Print Manager Plus is configured to send a popup messages to the End User when a job has been restricted. These settings are located at Settings -> Configure Print Manager Actions within the Print Manager Plus Administrator.


  3. Firewalls including the XP Firewall will block communication to our End User Inquiry tool. You need to allow ports 445, 48100 and 48101 on both the Print Server and the workstations running the End User Inquiry Tool. You can do this within Control Panel > Windows Firewall.


  4. If using Citrix/Terminal Services you will need to enabled Named Pipes for the EUIT. This is done within the Print Manager Plus Administrator by going to Settings > Advanced Settings. On the Citrix/Terminal Services tab check the box enabling named Pips.


  5. Ensure you are running the latest version of both the Print Manager Plus server and workstations.

    Version Checking For Workstations:
    Open your C:\Program Files\Print Manager Plus Client Folder. Right click on the CheckPages.exe and go to the properties, on the version tab a version will be listed, ensure this is version 6.0.0.107 or later.

    Checking the Version on your Print Server:
    To ensure you have the latest version of the Print Manager Plus server





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