Job Does not Appear on Printer

Issue:

When we send a print job, the job shows in the Print Scout app on the desktop, but when the user logs in at a secured device, the job does not appear.

Environment:

Pharos Cloud/HP Sentry print

Solution:

The issue is very common in a mixed domain configurations where the DNS domain differs from the user domain, or computers are not domain joined, which results in the workstation’s USERDNSDOMAIN and USERDOMAIN to be different.

To verify this is the case, simply open a command prompt on a workstation where Print Scout is already installed, type 'set user' and press Enter to see USERDNSDOMAIN and USERDOMAIN.

To solve this problem, there is an optional configuration variable that we can set to override the domain that the Print Scout is configured with.

Here are the steps to enable the override of a domain for a Print Scout:

1. Download the Print Scout installation Package (from the Discover > Print Scout screen).
2. Extract the package and open Setup.ini in a text editor such as Notepad.
3. Add the line Domain=domain_name where Domain specifies the domain name that you want to use for Secure Print.

Example customer configuration:

USERDNSDOMAIN = corp.demo.local
USERDOMAIN = CORPNET

In the above configuration, the Setup.ini would be modified with Domain=corp.demo.local

1. Uninstall existing Print Scout and reinstall it with a new one with the modified setup.ini above. 
2. Verify the job is now showing on the printer.

If the job is still not showing up on the printer, try the following on user's workstation:

1. Go to C:\Users\{username}\AppData\Roaming\PrintScout.
2. Delete the UserIdentities.dat file.
3. Restart Print Scout Spooler service.
4. Go through the Print Scout Setup Guide again.

Note: This only applies to new installations of the Windows Print Scout. There is no upgrade path for existing Print Scouts