How to troubleshoot print archiving and "pc-pdl-to-image" errors

This guide covers the troubleshooting steps for archiving issues in PaperCut, particularly when print job thumbnails or archive previews fail to generate. These issues often present as errors from the pc-pdl-to-image converter, but archiving problems can have several root causes. The following steps will help you systematically diagnose and resolve these issues.

Common Causes of Archiving and Thumbnail Failures

• PaperCut’s converter (pc-pdl-to-image.exe) cannot process the print job’s PDL/spool file.

• Unsupported printer languages (e.g., Canon UFR/UFR II, GDI, or proprietary streams).

• Missing or misconfigured GhostTrap (PaperCut’s Ghostscript build) or Ghostscript on non-Windows systems.

• Permissions, antivirus software, or path configuration issues.

• Corrupt or truncated spool files.

• Complex documents that exceed Ghostscript’s conversion limits.

Step 1: Confirm Ghost Trap Installation

1. Windows:

   • Download the latest GhostTrap installer from PaperCut’s official site: Ghost Trap Download

   • Install GhostTrap on the primary server and any site servers that generate previews.

   • Restart the PaperCut Print Provider service. Optionally, restart the Application Server for a full reload.

PaperCut auto-detects GhostTrap/Ghostscript; no extra configuration is required for basic use.

Step 2: Check for Supported Printer Languages

• In the admin Job Log, review the Attributes column for the job’s PDL (Printer Description Language).

• Supported for image conversion: PostScript, PCL5, PCL6, PDF, XPS, EMF (in most cases).

• Not supported: GDI, Canon UFR/UFR II, and many proprietary streams.

• If unsupported, point the queue to a manufacturer PostScript or PCL driver, or the PaperCut Global PostScript driver. Disable “Advanced printing features” if jobs are landing as unreadable EMF.

Step 3: Analyze Logs for Converter Errors

1. Enable Print Provider debug mode.

2. Reprint a failing job.

3. Review print-provider.log at: [app-path]\providers\print\win\print-provider.log or via the PaperCut Application Log/diagnostic zip (Options → Advanced → Download diagnostic file).

4. Search for entries such as pc-pdl-to-image, GhostTrap, Ghostscript, conversion error, or unable to convert this page to an image.

5. Correlate error messages with job attributes to pinpoint the cause (e.g., missing GhostTrap, AV blocks, corrupt SPL files).

Step 4: Review Permissions and Antivirus Exclusions

• Ensure the Print Provider service account has permission to run pc-pdl-to-image.exe and GhostTrap binaries.

• Exclude all relevant paths from real-time antivirus scanning. Some AV engines may block PaperCut’s sandboxed binaries.

• If you have moved the archive directory, ensure archiving.path (Config Editor) and ArchiveDir (print-provider.conf) match on all servers. Restart the Print Provider service after changes.

• Check available disk space; archiving will fail if below the size-management threshold.

Step 5: Isolate the Issue with Test Jobs

1. Print a simple one-page Notepad document to a PostScript or PCL queue. If the preview succeeds, the converter is functional—the issue likely lies with the original job or driver.

2. For persistent failures, capture the .SPL file from C:\Windows\System32\spool\PRINTERS\ (pause the queue first) and test conversion or provide it to PaperCut support.

3. Restart both the Windows Print Spooler and PaperCut Print Provider after any driver or GhostTrap changes.

4. If only certain printers fail, switch those queues to a supported PostScript or PCL driver.

Step 6: Handling Unsupported Printer Languages (e.g., Canon UFR/UFR II)

• PaperCut does not support archive image generation for UFR/UFR II streams; pc-pdl-to-image will fail, but job tracking and printing still work.

• There is no supported way to disable only thumbnail creation while keeping archive spools; image creation and spool archiving are linked under Print Archiving.

Additional Notes and Best Practices

• Preview images may not match the exact output due to filters, color/mono differences, or watermark handling.

• Direct Print Monitor and server-based archiving work differently; ensure troubleshooting steps match your deployment method.

• If archive previews are not required for certain printers, disabling archiving will prevent unnecessary error logs and CPU usage.

By following these steps, you can resolve most archiving and thumbnail-generation issues in PaperCut. For persistent or complex issues, gather diagnostic logs and contact PaperCut support for further assistance.