Google Cloud Print service not working - standard response to customers - c06382702

PrinterOn is aware of an impact to customers who utilizes Google Cloud Print for printing.

Issue

On Friday, March 16th , 2018, Google changed the behaviour of one of their authentication flows. This change caused PrinterOn’s Print Delivery Gateway (PDG) to be unable to call Google Cloud Print APIs. This call allows for getting a new access token (which usually last a short period of time). Since the refresh token calls were failing, the printing workflow stopped.

Fix

To resolve the issue, we updated PDG to use the latest version of Google OAuth authentication for versions 3.2.7 and 4.1.3. The version 4.1.3 is available now on the PrinterOn website for download . Version 3.2.7 is expected be available March 20, 2018, please check with PrinterOn to confirm the latest version is available.

Action

PrinterOn is requesting that enterprise customers, who use the Google Cloud Print workflow, upgrade the PrinterOn Enterprise software.

4.x.x , upgrade to 4.1.3
3.x.x , upgrade to 3.2.7

There may be unique circumstances were upgrading is not an immediate option. Should that be the case, please contact PrinterOn support.

************************* Implementation notes below **********************

Please find below some upgrade steps we can use when communicating to our customers about the upgrade of the solution to resolve the Google Cloud Print issues.

3.x version of the PrinterOn Enterprise solution currently installed

Take a backup of the machine if possible (Virtual Machine snapshot)

Take a backup of the properties.gateway file located here by default: C:\ProgramData\PrinterOn Corporation\PONData\PDG\gateway\Gateway.properties (save the file to a different directory such as C:\PrinterOn Backup)

Download the latest release of the 3.2.7 version of the PrinterOn software by going here:

Run the PSIM.exe file as administrator

Confirm the upgrade of the PrinterOn Enterprise solution, click through the wizard

Upon completion, reboot the machine

When the machine is rebooted log into the PrinterOn configuration Manager

Navigate to the ‘Printers’ tab, then select ‘Synchronize’ to synchronize all the components of the PrinterOn solution

Navigate to Workflows, then select Google Cloud Print

Validate that the Google Cloud Printers are appearing as they were before

Submit a print request at least one of the Google Chromebook, and validate that the print request is successful to the printer or to the print management print queue.

Upgrade from 3.x to 4.1.3 (If they can’t wait to get the 3.2.7 since the link isn’t available yet)

Take a backup of the machine if possible (Virtual Machine snapshot)

Download the latest release of the 3.2.7 version of the PrinterOn software by going here:

Run the PSIM.exe file as administrator

Confirm the upgrade of the PrinterOn Enterprise solution, click through the wizard

Upon completion, reboot the machine

When the machine is rebooted log into the PrinterOn configuration Manager, confirm all the PrinterOn components are operational (just a visual check)

Download the latest release of the 4.1.3 version of the PrinterOn software by going here: http://dl.printeron.com/psim/PSIM.exe

Run the PSIM.exe file as administrator

Confirm the upgrade of the PrinterOn Enterprise solution, click through the wizard

Upon completion, reboot the machine even if the installer does not ask to reboot

When the machine is rebooted, login to the PrinterOn Configuration Manager

Navigate to the ‘Printers’ tab, then select ‘Synchronize’ to synchronize all the components and settings of the PrinterOn solution

Navigate to Workflows, then select Google Cloud Print

Validate that the Google Cloud printers are appearing as they were before

Submit a print request to at least one of the Google Chromebooks, and validate that the print request is successful to the printer or to the print management print queue.

4.x version of the PrinterOn solution currently installed

Take a backup of the machine if possible (Virtual Machine snapshot)

Download the latest release of the 4.1.3 version of the PrinterOn software by going here: http://dl.printeron.com/psim/PSIM.exe

Run the PSIM.exe file as administrator

Confirm the upgrade of the PrinterOn Enterprise solution, click through the wizard

Upon completion, reboot the machine even if the installer does not ask to reboot

When the machine is rebooted, login to the PrinterOn Configuration Manager

Navigate to the ‘Printers’ tab, then select ‘Synchronize’ to synchronize all the components and settings of the PrinterOn solution

Navigate to Workflows, then select Google Cloud Print

Validate that the Google Cloud printers are appearing as they were before

Login to a Chromebook then validate that the Google Cloud Printers are showing ‘Online’ Submit a print request to at least one of the Google Chromebooks, and validate that the print request is successful to the printer or to the print management print queue.