Capturing a Mac Spool File

Sometimes when troubleshooting issues PaperCut Support may ask you to pause a print queue to make a copy of the spool files used for printing. This can help us diagnose issues related to print analysis and other problems. There are a couple methods for doing so which we’ve described below. Automated Script This method involves running a command/shell script on the system hosting your print queues (i.e. the print server) to gather up required files. Enable snapshot level debug logging as discussed here. Temporarily stop the printer, or turn off the printer so that jobs hold in the queue. Print a job, or set of jobs that demonstrates the problem behavior. This printing may be performed from a workstation. NB If OS X prompts you with a choice of “Cancel”, “Add to Printer” or “Resume” select “Add to Printer” Download and unzip onto the system hosting the print queues (normally the server running PaperCut), the script from here: gather-files-for-papercut.zip Copy the file to your home directory. Ensure execute permissions are set on the file. (Command-click on the file, select Get info, and set under Ownership & Permissions) Double click on the gather-files-for-papercut.command file. Enter your system password if requested (admin access is required). Include those files as an attachment with your PaperCut Support Request and make sure you include the following details: the number of pages the paper size other attributes such as grayscale, copies, etc. Manual Method We recommend using one of the methods described above. However it’s also possible to gather the spool files manually by following the steps below. Temporarily stop the printer, or turn off the printer so that jobs hold in the queue. Print a test job that demonstrates the problem behavior. Open the Terminal under Applications/Utilities. Type the following in the terminal, substituting <username> for your short login name (which denotes the location of your home directory): mkdir ~/gatherspoolfiles sudo -i [enter your password] cp $(ls -t /var/spool/cups/d* | head -n 2) ~<username>/gatherspoolfiles exit You should now find at least one file in your ~/gatherspoolfiles directory with a name like: d00077–001. Include those files as an attachment with your PaperCut Support Request and make sure you include the following details: the number of pages the paper size other attributes such as grayscale, copies, etc. Related Articles Troubleshooting page count and color detection issues Capturing a Windows Spool File Capturing a Linux Spool File Capturing a Novell Spool file Capturing Spool Files with Mobility Print Analyze your spool file Curious to find out how PaperCut interprets that print job? Now that you’ve collected your spool file you can head over to our Spool File Analysis page to get the results yourself, and even compare how different versions of PaperCut stack up. Need a hand? Let us know! We love chatting about what’s going on under the hood, and we’re happy to help out when needed. Contact your PaperCut Authorized Solutions Center or head over to Support Portal for further assistance.