What is Senso? Senso is a popular Network and Safeguarding management tool, commonly used in the United Kingdom at Educational facilities. However, if you are reading this article, you probably already know that! There is a very high probability that you know what Senso is all about more than us!
So what is the issue? We have had a number of Senso using customers inform us of an issue with Senso causing PaperCut Pocket/Hive to function unreliably. The symptom we have seen, is that a user is able to submit a print job, however it shows as zero pages in the PaperCut Pocket/Hive job log, and therefore it is never releasable. The print job eventually hits the print job submission timeout and is set to “cancelled”.
This is how it looks in the Job Log:
For the techies out there, here is an example of how it looks in a Print Job Trace:
As you can see, the print job goes from “submitted”, to “cancelled”. The missing factor in between is “pending-release”, which is when the print job will be available on the user’s Mobile device, or the multi-function printer.
Taking this one step further. If you look at the edge node logs for the submitting edge node (the device that printed the job), we see this error a lot in the logs. The only time we have ever seen this error in edge node logs, is when Senso is involved.
2023/05/16 09:50:28 pc-printjob-spooler.exe: STDERR|2023/05/16 09:50:28 protocol error: received *http.http2WindowUpdateFrame before a SETTINGS frame This then leads to the error shown below. This error is showing PaperCut Pocket/Hive trying to submit its analysis of the print job to the Cloud. So for example this event is saying, “Hey PaperCut Cloud! This print job is 10 pages, colour & duplex”. When the event fails to dispatch, PaperCut Pocket/Hive does not know any details for the job, therefore leaves it at 0 pages and not available for release. Again, the “PROTOCOL_ERROR” here has almost exclusively been witnessed with Senso’s interference.
023/05/16 09:50:28 pc-printjob-spooler.exe: STDOUT|ERROR: Dispatching failed event: topic=submitJobReport, event=2023-05-16T09-50-28C0001, err=failed to transmit event, event will be retried: Post "https://pmitc.papercut.com/coordinator/secure/job-submitter/org/033e77ee/realtime/submit-job-report/v1": connection error: PROTOCOL_ERROR {"src":"dispatcher.go:195"} Hey! This is happening to me! Help! The good news is Senso has some filtering settings that we can use so that Senso ignores PaperCut Pocket/Hive communications. Here is our step-by-step guide:
1. Select the site on the left panel, click on “Policies”, then the green “+” icon.
2. Name the new policy, however do not enable it yet.
3. Select “Items (0)”.
4. Select the green “+” icon.
5. Under “Type”, change this to “Logging and Blocking”.
6. Scroll down on the Policy and look for “[Windows Only] Don’t monitor or log the following applications (separate by |):”. Now add the following entry at the end of any pre-configured exe’s in the list: |pc-
7. Now scroll down to “[Windows Only] Allow the following IP addresses to bypass the SSL Filter, URLs can be added for exclusion from web filtering (separated by |)”. Add the following to the end of any pre-configured URL’s: | papercut.com | storage.googleapis.com 8. Scroll to the bottom of the policy and select “Confirm”.
9. You can now close the policy by clicking on the red cross in the top right corner.
10. Now we need to select “Edit” to enable the policy.
11. Select the “enabled” radio button and “Confirm”.
12. The policy is now enabled and should apply to all computers within the site’s scope.
That’s all there is to it! A huge thank you to Keegan Robson at Telford and Wrekin Council, who kindly provided all the information and screenshots used in this 12-step guide! If you continue to have issues with print job’s showing as zero pages, then please reach out to your PaperCut Authorised Partner for further assistance.
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