ImageNow printer. Troubleshooting and Considerations

Considerations

• ImageNow Printer is a Perceptive Content feature that allow users to capture files from their drives directly into the server
• ImageNow Printer is added during the install of the PC full client. (see KB KB0014492 Installing and Uninstalling the Perceptive Content Full Client through BigFix for more info on how to install the PC full client)
• Once the full client, and therefore, the ImageNow Printer is installed, the Imagine team can create capture profiles for users to capture files from their drives
• When a user sends a file to the ImageNow Printer, the Perceptive Content toolbar usually displays a pop up window with options for users to choose from.
• Note that not all PC implementations have more than one ImageNow Printer capture profile option to choose from

Troubleshooting

Users have reported a variety of issues as follows and we have found that most of those issues were triggered by a modification to the machine settings.

The first questions to ask ImageNow Printer users when reporting issues are:

• What is the issue occurring to the ImageNow Printer?
• Since when did this start?
• Have there been any modifications to the machine? if so, which ones?
• Please send us a screenshot of the error message

Below there’s a list of known issues and their solutions.

1. Issue. "Unable to get CLSID of controller" error when trying to print to Perceptive Content ImageNow Printer. 
   
   1. Observed behavior. Sometimes, users get the error "Unable to get CLSID of controller" when trying to print to Perceptive Content ImageNow Printer.
   2. Solution. Please review kb article KB0012274 Unable to get CLSID of controller when trying to print to ImageNow Printer on how to fix this
2. Issue. User is no longer able to print to ImageNow Printer. There are no printing options to choose from
   
   1. Observed behavior. This started right after their computer was replaced. User has checked all the settings and the printing process is being performed correctly. PC was defaulting to the correct application plan. However, no capture profiles window pops up.
   2. Solution. If this is a new machine, or new to the user, it most likely does not have the respective capture profiles and thus the user is not seeing any pop up windows to choose from. The Imagine team will have to create those capture profiles for the user
3. Issue. User is able to start the process of sending files to the printer, however, the source file freezes
   
   1. Observed behavior. User is able to start the process of sending files to the ImageNow Printer, user can also then choose the correct capture profile through the mentioned pop up windows, however, after having chosen the capture profile the source file appears to just be frozen and nothing happens
   2. Solution. In most of these cases we have seen that the user machine has more than one Peernet spooler; please review kb article KB0011747 Jobs fail to print to the ImageNow Printer on how to fix this
4. Issue. User is able to start the process of sending files to the printer, however, nothing apparently happens and file document stays in "spooling" status
   
   1. Observed behavior. User is able to start the process of sending files to the printer, however, nothing apparently happens and when doing additional research, the file document can be found in "spooling" status
   2. Solution. Please review kb article KB0012453 Document "spooling" when sent to ImageNow Printer on how to fix this
5.  Issue. User can’t print to the INow printer after their computer has been updated or after starting using a new computer. The capture profiles must have been deleted from the user’s previous computer and thus this, the user not being able to use the INow printer,  is normal behavior. Please reassign the ticket to the Imagine team.