Overview
When a secure print job remains visible at a Secure Release Here terminal and does not print, verify the printer’s configured network address and the communication path from the Collector hosting the secure queue.
Hostname or DNS problems are a common cause, but release-method settings, blocked ports, printer configuration, and printer-side refusal can produce similar symptoms.
Applies to
Blueprint Enterprise Secure Release Here.
Secure queues hosted on Blueprint Collector servers.
Printers or devices configured with a hostname, FQDN, or IP address.
Blueprint environments using LPR, IPP, IPPS, or another supported release method.
Symptoms
A user selects a secure job at the terminal, but the job remains visible and does not print.
No error appears on the terminal.
Jobs sent through a non-secure direct queue print successfully.
The job is released to the wrong printer.
The Collector or Secure Release logs report that the printer is unreachable, busy, or unavailable.
Cause
Possible causes include:
The printer hostname does not resolve to the correct IP address from the Collector.
A stale or incorrect entry exists in the Collector’s hosts file.
The Blueprint Device Network Address is invalid or does not match the intended printer.
The required release port is blocked by a firewall or network device.
The configured release method does not match the printer’s enabled protocol.
The printer is refusing the connection or is unavailable.
Resolution
Confirm that the issue affects secure release rather than general printing. Submit a test job through the secure queue and, if available, compare it with a direct queue.
On the Analyst, open Blueprint Administrator and go to Device Management > Devices.
Select the affected printer and open the Connections tab. Record the configured hostname, FQDN, or IP address.
On the Collector that hosts the secure queue, open an elevated command prompt.
Test hostname resolution:
```text
nslookup <printer-hostname>
```
Confirm that the returned IP address matches the printer’s actual IP address. You can also test basic reachability:
```text
ping <printer-hostname>
```
A successful ping does not by itself prove that the configured print-release protocol or port is available.
Review the Collector hosts file at:
```text
C:\Windows\System32\drivers\etc\hosts
```
Correct or remove stale entries for the printer. Hosts-file entries take precedence over DNS.
Confirm that the Device Network Address in Blueprint is either:
The correct dotted-decimal IP address, or
The correct fully qualified domain name that resolves from the Collector.
Verify the printer’s configured release method and confirm that the corresponding protocol is enabled on the printer. Check the required port from the applicable Blueprint version and release-method documentation.
Confirm that firewalls between the Collector and printer allow the required traffic.
If the printer was replaced or its IP address changed, verify that the Blueprint device record, DNS record, and hosts-file entry all refer to the same physical printer.
Submit a new test job and release it from the terminal.
If the job still fails, collect:
Blueprint version
Printer make, model, and firmware
Collector hostname
Device Network Address
nslookupresultsPrint queue and release-method configuration
Blueprint Event Browser events
Secure Release, TaskMaster, and Print Scout logs
Printer and network firewall logs
Validation
The hostname resolves to the correct printer IP address.
The required release port is reachable from the Collector.
A newly submitted secure job appears at the terminal.
The job releases to the intended printer and is removed from the terminal queue.
A second test job confirms repeatable release behavior.
Notes
DNS is not the only possible cause of a failed release.
Do not change the printer address to an IP address without confirming the supported configuration for the specific Blueprint version and release method.
If the logs show that the printer is refusing the connection, investigate printer protocol settings, firmware, and device-side access controls.
If the issue involves IPP or IPPS, follow the applicable Blueprint IPP Service documentation rather than applying LPR-specific troubleshooting.