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Re: PDF and power point document printing missed number of papers while printing

please advise.

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PDF and power point document printing missed number of papers while printing

Product Name: VersaLink C7020/C7025/C7030 Multifunction Printer
Operating System: Not Specified

Dear Team,

We are facing incomplete printing for only pdf and power point files. The printer Xerox 7025 missed the printing and user cant get complete printout. 

In details and for example, if user is printing a document of 80 pages, after half or more than half prints, printer delete that job. 

Some of the actions are as below:

1. We have increase printer server spooler size to maximum 1 GB.

If it will happen again please note the following points.

  1. Deletion job file format
  2. Deletion job  file Size
  3. Note Printers IP address.
  4. Save file for further escalation
  5. Ping printer from the Equitrac server check the response time 

2. Following activity have been done.

  1. The all versalink MFP printer Firmware upgraded.
  2. The all versalink MFP printer embedded with ECSP.

During  the upgrading printer firmware we have been found  file transfer error in some printers due to network failure so that we have installed  firmware those printers as physically connect cross network cable one by one. 

However we are working on it right now and we have founded some problem in Equirac server DRE/DRC configuration services we already coordination with principal.

Lastly we are  arranging ESS card after that  engineer will install and also need to align network team to bind the printer Mac address.

3. As per the last email aware that Equirac server DRE/DRC looks like the old jobs are not getting deleted from print queue viewer, we could check if DRE caches was not cleared.

The old transactions which are showing “Deleting” and “Printing” are stuck in the DRE_PrintQueue.db3 SQLite database, cannot be deleted from the EQPrintQueueViewer, only Queued jobs can be manually deleted.  If they are old, these jobs were likely deleted by the user from the Windows Spooler and Equitrac is unable to clean them up as the print job is gone. The easiest way to remove them is to clear the DRE cache in Equitrac, but that will remove all jobs, even those that are Queued. We'd recommend running a maintenance window every month/quarter to clear the cache.

The DRE cache holds printer information and print transaction information. The cache files are stored in the Eqspool directory, which by default is found in the following location:

C:\Users\[User ID under which EQ Services run]\AppData\Local\Equitrac\Equitrac Platform Component\EQDRESrv\EQSpool

We need to clear the cache for the following reasons:

  1.  There might be "stuck" transactions in the EQSpool Cache directory. Transactions which are unreadable by SQL cannot be uploaded to the SQL database. These transactions might cause subsequent transactions to become "stuck" in the DRE Cache. Clearing the cache allows DRE transactions to resume uploading transactions to the SQL database.
  2. An "Unable to register printer, invalid parent device" error message appears when adding a printer:

To clear the DRE cache, perform the following:

  1. Stop the EQ DRE service.
  2. Start Windows Explorer and navigate to the following location:
  3. C:\Users\[User ID under which EQ Services run]\AppData\Local\Equitrac\Equitrac Platform Component\EQDRESrv\EQSpool
  4. Create a backup folder and archive (copy/move) all the files, not folders, in the EQSpool directory. The EQSpool directory should be empty.
  5. Restart the EQ DRE service. The DRE cache files are automatically recreated.

Please NOTE: Removing all the DRE cache files can also remove the secure print job transaction Information. Ensure that there a no pending print jobs in the Secure Print Queue before proceeding and notify your users any unreleased print jobs will be removed during this activity.


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