On Windows 11, a known issue may cause the Mobility Print setup tool to appear successful even though the WolfPrint Follow Me printers don't show up in your "Printers & Scanners" folder. The Mobility Print client correctly installs the WolfPrint Follow Me printers, but the print spooler deletes the WolfPrint printers immediately after they are installed. Even though the Mobility Print tool is doing its part properly, the Windows operating system removes them so they do not appear in the Printers and Scanners folder after the installation wizard, and are not available to use.
The Cause
The Windows spooler often fails to retain printers if the computer's hostname (device name) is too long or contains special characters.
The Solution
The solution found when troubleshooting with EcoPrint is to rename the computer to meet Windows' character limits.
When prompted to enter username and password during the Windows installation wizard, the installation is cancelled due to an invalid username and password. The user may be able to log in to the PaperCut "user" interface (go.ncsu.edu/wolfprint), but the same password is rejected during the Mobility Print setup.
The Cause
There could be cached data with an older password.
The Solution
Delete any app data cached on the user's computer.
The solution found when troubleshooting with EcoPrint is for the user to change their Unity password (go.ncsu.edu/password). EcoPrint also suggested updating PaperCut to version 25. If it happens on version 25, report it to be escalated internally.
A frequent cause of "Invalid Username or Password" errors when authenticating to Mobility Print from a personal device is entering an incorrect credential combination.
The Cause
On personal devices, a local username or password combination will fail. Mobility Print uses your Unity ID and Password for PaperCut authentication.
The Solution
To authenticate correctly, you must use your Unity ID and Unity password. If incorrect information is entered, print jobs will remain "Held for Authentication" and will not reach the printer.
John's MacBook / Password123 ( Incorrect)jdoe2 / [Your Unity Password] (Correct)When a Mac user updates their Unity password, Mobility Print may stop prompting for authentication when sending a print job, and the print job will remain on the computer.
The Cause
Old credentials may still be stored in "KeyChain Access App".
The Solution
To fix this and trigger the login prompt again, delete the stale Keychain entry. The system should then prompt for the new password when the next print job is sent. If you aren't seeing a PaperCut login prompt after a password change, follow these three steps: