Users not able to print on Remote Desktop server

Question

We have users who are accessing our application server via RDP from their own laptops or desktops. They have one Canon printer in their office, model Canon iR-ADV C3830, with authentication settings enabled. The users were able to print from RDP to their server without any issues previously. However, since June 2024, after a server restart, they are unable to print. I checked with the users, and there have been no changes to their printer or our server. We have turned off the firewall, and there are no recent Windows updates installed; the last update was in 2022. Despite these checks, users still cannot print. The printer logs show error code 701, which means "The specified Department ID does not exist, or the PIN has changed." We requested that our customer contact Canon printer support to check for any additional settings or restrictions, but the printer vendor confirmed that no such settings are causing the issue. The only solution so far has been to disable the authentication setting on the printer, which allows users to print from RDP without any issues. However, our customer does not want to disable authentication. The issue only arose after the server restart, and despite spending nearly a month trying to resolve it, the problem persists. Please provide any suggestions for resolving this issue. Note that our server is running Windows Server 2012 R2 Standard.

Answer 1

Hello,

Please pay special attention to the following aspects when troubleshooting:

1. Ensure that the printer drivers and firmware on the server are up to date. Outdated drivers can cause compatibility issues.
2. Remove the printer from the server and add it again. This helps reset any misconfigurations that may have occurred during the restart.
3. Check the printer redirection Settings on the server after the server update. Check this feature under the Local Resources TAB in the Remote Desktop Connection Settings.

According to my research, error code 701 occurs for the following reasons. Double check that the "Department Identifier" and PIN Settings on the printer match what is configured on the remote server.

(Image source: List of Error Codes without Messages - Canon - imageRUNNER ADVANCE C3330 C3325 C3320 - User's Guide (Product Manual) )

If the problem persists, check the application log and system log in the event Viewer for any errors or warnings related to printing or authentication. Before viewing the query, enable "Show Analytic and Debug Logs."

I hope this helps.

Best regards

Jacen

Answer 2

Hi Jacen,

Many thanks for your reply. I have tried step 1 and 2 before posted here but issue still persist. For now, users are able to print only if they turn on the setting "Print job with unknow ID" in the printer setting. Today I tested it on different server but same issue. Do you have any idea for that could it be printer issue or server issue?

Thank you

Answer 3

Sorry to see that your problem still exists. Due to device environment differences, I can't tell if this error is limited to the printer or remote server.

Can you see any other error messages or warnings in the printer log? Also check the event log on the local client as well as the remote server for more clues about the print service. The path is usually located in "Application and Service Logs > Microsoft > Windows > PrintService."

Regards