Secure Global Desktop Administration Guide > Printing > Users cannot print from applications displayed through Secure Global Desktop
Follow the checklists for the:
If these do not resolve the problem, follow the steps in Diagnosing other problems below.
There is a separate troubleshooter for problems with Windows 2000/2003 printer preferences and settings.
What to check | Description |
---|---|
Does Secure Global Desktop support printing for the client device or printer type? |
Check the Printing bar on the webtop, does the printer icon contain a red cross and does the message "No Client Printer Available" display. This means that Secure Global Desktop does not support printing for this client device or printer type or that there was an error creating client printers.
Classic webtop users:
|
Is printing paused on the client device? |
Make sure the user has not paused printing. Check the printer paused icon is not displayed.
In Object Manager, you can also use the Sessions tab on person objects, profile objects or host objects to see whether the user has paused printing. Alternatively, use the tarantella webtopsession list command. Classic webtop users:
|
Is the printer configured correctly? |
Make sure that the printer is correctly configured, for example by
printing a web page to the printer from a web browser on the client
device. Depending on the application server, some print jobs can only go to
the client device's default printer.
If printing to a UNIX, Linux or Mac OS X client device, check that you have configured printing for these client types. |
If you are using PDF printing, is the PDF viewer installed on the client? | To be able to use Secure Global Desktop PDF printing, a PDF viewer must be installed on the client device.
Check that the supported viewer or the user's preferred viewer is installed on the client. If it is not installed, the Secure Global Desktop PDF printers will not be available to the user even if PDF printing has been enabled. |
Does the user have the necessary registry permissions? | On Windows client devices, users must have write access to the
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Cryptography\RNG\Seed
registry key and read access to the rest of the registry.
This access is required by several of the Windows APIs for printing. |
What to check | Description |
---|---|
Is a printer configured on the application server? | Before users can print, you may need to configure a Secure Global Desktop printer on your application servers: |
Is the printer being created on the Windows 2000/2003 application server? | If the user is trying to print from a
Windows 2000/2003 application server (accessed using Windows Terminal
Services) and the user's printers should be configured automatically.
If they are not, check the System event log on the application server for
the following errors:
These errors indicate that the printer driver may not be supported by the application server. Either install the printer driver on the application server or see Printing from a Windows 2000/2003 application server for details on how to support other printer drivers, including using wildcards to support a wide range of printer driver names. It is also worth checking that the name of the printer driver in the
If this does not resolve the problem, see the Microsoft Knowledge Base article Q239088 for more details. |
Is the application printing to the correct printer? |
|
Are accounts shared on the application server? |
If more than one user is simultaneously logged in to the same
application server with the same username, Secure Global Desktop may be
unable to distinguish which user owns the print jobs, and discards
them (logging that it has done so). This occurs with UNIX/Linux application servers on which the prtinstall.en.sh
script has not been run. To fix, run the
prtinstall.en.sh script to configure a printer.
Use the |
Is the Windows name of the server the same as the DNS name? | If you have a Windows NT server with a DNS name of naples.indigo-insurance.com
and a NetBIOS name of VESUVIUS, print jobs from this server will fail because
they contain the host identifier VESUVIUS instead of naples.
You can avoid this problem by editing the file |
If you're using Secure Global Desktop PDF printing, has the same PostScript printer driver been installed on every Windows 2000/2003 application server? | To be able to use Secure Global Desktop PDF printing, you must install the same PostScript printer driver on every Windows 2000/2003 application server. Check that the name of the driver matches the name you typed in the Driver name field on the Array properties panel. The System event log on the application server will show an error if the names do not match. |
What to check | Description |
---|---|
Is printing paused or disabled across the array? |
Use the tarantella print status command to check whether
printing is paused or disabled for the array. If necessary, enable
printing using tarantella print start or tarantella print resume .
|
Has the array configuration changed? | Printers are not re-configured when you:
If the array has changed you may to re-configure your printers so that print jobs are sent to the correct printer. Whether you have to re-configure or not, depends on the application server and the change made. |
Is Ghostscript available on the Secure Global Desktop host? |
Secure Global Desktop PDF printing
uses Ghostscript to convert print jobs into PDF files.
Secure Global Desktop also uses Ghostscript to convert print jobs
from PostScript to PCL.
If the When you install Secure Global Desktop, Secure Global Desktop Setup automatically detects Ghostscript if it is installed in one of the following locations:
If Ghostscript is installed elsewhere, you must run the
If Ghostscript is not installed, you must install it and then run
the |
If the checklists above do not solve the problem, follow these steps.
Configure an X or character application to run on the
Secure Global Desktop server and display a shell window (for example
xterm), and start it from your webtop. Try printing a test page, by
running /opt/tarantella/bin/scripts/printtestpage.en.sh
. If
the page does not print, try
/opt/tarantella/bin/scripts/printtestpage.en.sh --direct
instead, which bypasses the UNIX/Linux spooler.
What to check | Description |
---|---|
If the first test page prints | The problem is related to the movement of print jobs from the
application server to the Secure Global Desktop server.
For UNIX/Linux application servers, go to step 3. For Windows Terminal Services, go to step 5. |
If the second test page prints | The problem is related to the UNIX/Linux printing system on the host on which Secure Global Desktop is installed. Investigate and fix any problems, using your UNIX/Linux system documentation for help. Then try printing again. |
If neither test page prints | The problem is related to the Secure Global Desktop server. Go to step 2. |
In the list of printers on the host, you should see an entry for
tta_printer. Consult your UNIX/Linux documentation to find out how to
display the list of printers. On some systems, this is lpstat
-t
. If your system has a file /etc/printcap
, this
contains a list of printers in plain text format.
What to check | Description |
---|---|
If tta_printer is present | The problem is related to the movement of print jobs from the Secure Global Desktop server to the client device. Go to step 7. |
If tta_printer is not present |
Run the prtinstall.en.sh
script on the Secure Global Desktop server. Then try printing again.
|
Using an application object configured to display a shell window on
the UNIX/Linux application server, try printing a small text file to the
Secure Global Desktop printer. For example, type lp -d tta_printer
/etc/hosts
.
What to check | Description |
---|---|
If the lp command returns an error message |
Check that the UNIX/Linux server is configured to print through
Secure Global Desktop. You may need to run the prtinstall.en.sh
script.
|
If the lp command returns a print job ID | This suggests that Secure Global Desktop printing is correctly configured, but the problem may lie in the UNIX/Linux system. Go to step 4. |
The print spool directory varies between different UNIX/Linux systems. Consult your UNIX/Linux system documentation for assistance.
What to check | Description |
---|---|
If the job is present | There may be a network problem between the application server and Secure Global Desktop server. Go to step 6. |
If the job is not present |
Check your UNIX/Linux LPD printing configuration. For example, ensure
that there are suitable entries in /etc/hosts.equiv or
/etc/hosts.lpd , and that there are no deny files, such as
/etc/hosts.equiv.deny . Check that the lpd daemon is
running (ps -ef | grep lpd on most systems -- check your
system documentation for the correct arguments to the ps
command) and listening (netstat -a | grep printer ). Then
try printing again.
|
Check the print queue on the application server. Consult your system documentation if you need help.
What to check | Description |
---|---|
If the print job is leaving the application server | There may be a network problem between the application server and Secure Global Desktop server. Go to step 6. |
If the print job is not leaving the application server |
|
Check the Secure Global Desktop print spool directories on the
Secure Global Desktop server: /opt/tarantella/var/spool
and
/opt/tarantella/var/print/queue
.
What to check | Description |
---|---|
If the print job is present |
|
If the print job is not present |
|
You can use the tarantella query
command to examine the logs
across the array. Log files are stored in
/opt/tarantella/var/log
on each array member.
If the print log files are empty, you need to edit the Log Filter to log printing messages. In Array Manager, display the Array properties panel and add the following log filters:
server/printing/*:print%%PID%%.log server/printing/*:print%%PID%%.jsl
If the log contains messages indicating problems with username mappings, this suggests you may be using shared accounts on the application server. See Are accounts shared on the application server? above.
Copyright © 1997-2006 Sun Microsystems, Inc. All rights reserved.