Print job is not visible on the terminal

Sometimes a user sends a print job, authenticates at the MFD (multifunction device), but the job is not visible and cannot be released. Below are the possible causes and their corresponding solutions.

A. The print job never reached YSoft SafeQ (Main server or Site server).

Solution:

• Verify the printer properties in the print driver.

• Make sure the port is configured correctly.

• Confirm that the print job leaves the workstation’s print queue.

• Refer to the Knowledge Base article Tracking Windows print spooler event history for more details.

B. The print job reached YSoft SafeQ, but in Management Interface → Reports → Job list, the status is not Accepted (for example, it shows Rejected).

Solution:

• Investigate why the job was not accepted.

• Common reasons include the Rule-Based Engine or insufficient user permissions.

C. The print job reached YSoft SafeQ and shows as Accepted, but the owner is unknown (the job owner is highlighted in red/orange, with an option to assign the job).

Solution:

• Assign the job to an existing login in YSoft SafeQ.

• If the user does not exist, create a new login for them.

D. The print job reached YSoft SafeQ and shows as Accepted, but the tags assigned to the job are not allowed in the device settings.

Solution:

1. Verify the tags on the job:

   • Go to Reports → Job list → double-click the job → Tags section.

2. Check the device’s allowed tags:

   • Go to Devices → Printers → double-click the device → Tags section.

3. Ensure that the tags assigned to the job are also listed as allowed for the device.

Tip: You can enable the system parameter showIncompatibleJobs to let users see jobs with incompatible tags. However, they will still not be able to release those jobs.

• If the user does not exist, create a new login for them.

E. The print job reached YSoft SafeQ and shows as Accepted, but the job has tag COLOR while user is not allowed to print in color on the device.

Solution:

1. Go to Rules → Access definitions

2. Check the user’s role printing permissions.

3. Ensure that the user belongs to role that is allowed to print in color on the device.

Tip: You can enable the system parameter showIncompatibleJobs to let users see jobs with incompatible tags. However, they will still not be able to release those jobs.