ImageNow printer does not print anything

A knowledge base article about ImageNow printer does not print anything provided by the UC Berkeley IT Service Hub - Knowledge Portal

BACKGROUND

Sometimes users send documents to Perceptive Content's ImageNow Printer but the document does not arrive to the user's queue as it sometimes stays in the printer queue with a status of "spooling", or sometimes nothing appears to be happening at all. 

RESOLUTION

This could be caused by several local issues and therefore the resolution is also local with the following steps which should be applied by an IT support with local admin rights over the specific machine:

Prior to / During installation 

  1. Installation must be done as the local admin of the machine and not as a network admin
  2. Ensure that UAC (User Account Control) is turned off and that the ImageNow install is run logged in as a local administrator  
  3. Ensure the permissions are set properly for ImageNow itself:
    • a) In the Program Files (x86) folder grant the read and write permissions to the machine's user's group for the ImageNow folder.
    • b) In the ProgramData folder (a hidden folder at the root of the C: drive) grant read and write permissions to the machine's user's group for this ImageNow folder as well

If group policy is in place this will overwrite the permissions, so please make sure these permissions are set to read/write 

 

After installation

If issues occur after installation

  1. Verify the Peernet Spooler service version in use. If there is more than one Peernet Spooler remove the old one; see kb KB0011747 for instructions
  2.  Uninstall the ImageNow printer by logging in as the local administrator of the machine and going to add/remove programs and selecting Change on the ImageNow application. From there remove the ImageNow printer. After this go to the Program Files (x86) ImageNow folder and then go to the Print folder there. There you will find a setup folder with PNSetup.exe in it. Run this as an administrator with UAC turned off.
  3. If none of these fix the issues please ask the Imagine team to schedule a support remote session with Hyland, the vendor of Perceptive Content.