Device Won't Connect to CedarPrint (USSW/TechStop)

Common steps to troubleshooting most CedarPrint issues, including "Hold for Authentication" error and failure to discover CedarPrint printers.

All Platforms

Symptoms: 

• On Mac, airprint printers are not available 
• On PC, no printers available in installer program. 

Resolution:

• Connect to eduroam
• Set DNS servers to DHCP
  • Windows:
    • Network & Sharing Center > Network Adapter > Properties > IPv4 > Properties
    • Make sure that "Obtain DNS server address automatically" is selected.
  • Mac:
    • System Preferences > Network > WiFi > Advanced > DNS Tab
    • Delete any/all entries in the left-hand pane. This will allow MacOS to use the DHCP-issued DNS servers. 

Symptoms:

• Can't log into cedar.to/webprint
• Can't log in on Windows CedarPrint installer
• Mac jobs say "Hold for Authentication" even though CedarNet Username & password are entered correctly when job is submitted & not remembered.

Resolution:

• Submit a request to the Network team to have user added to the Papercut_Users group
• Submit a request to the ISS team to have the user's print quota assigned

Symptoms:

• Network accountability software (such as Covenant Eyes) installed
• McAfee software installed
• The rest of the troubleshooting did not solve the issue

Resolution:

• If a network accountability software is installed, suggest the user to use the WebPrint service
• If McAfee is installed and the customer did not have an active subscription, suggest the user to uninstall McAfee

Mac Troubleshooting 

The printer icon says "Hold for Authentication" and never shows up in the virtual queue at CedarPrint stations.

When CedarPrint 2.0 authenticates on Macs, it autofills the username of the computer itself, not the user's CedarNet username. If you save that log in information, then it won't work until that password is deleted from the Keychain.

How to delete cedarprint credentials from Keychain:

1. Go to the search bar and type in "keychain" [opens new window]
2. Search "cedarprint" or "papercut" to filter saved passwords
3. Delete current password(s) [close window]

Print a test page to update with user's correct CedarNet credentials:

1. Delete the autofilled username
2. Enter the correct CedarNet credentials
3. Select save log in information

User clicks on Printers & Scanners, but gets the spinning rainbow wheel.

1. Wait patiently (The spinner has roughly a 60-sec timeout.)
2. Remove any old versions of CedarPrint by clicking the (-) button
3. Follow standard procedure to add CedarPrint 2.0 printers

Things to check while waiting:

• Is the device connected to eduroam?
• Are there any pending MacOS updates?

If waiting patiently results in a warning saying Printers & Scanners is unable to open:

1. Force Quit System Preferences
2. Close any other programs
3. Restart computer
4. Repeat steps above to remove previous CedarPrint versions