Copier won't unlock after Print Audit for Sharp Upgrade

After upgrading Print Audit Embedded for Sharp to version 6.3.x, the copier will periodically display an issue where when the user presses “OK” (after authenticating) to unlock the copier, the copier returns to the start or login screen and the copier is never unlocked. Rebooting the copier will clear the issue, but only temporarily.

Cause: Print Audit is unable to update cached copier information due to a permissions conflict on the cached data files, which under certain conditions can result in Print Audit using expired authentication data when trying to unlock the copier. This condition can occur on Print Audit servers using IIS 7.5 (Windows 7 or Server 2008 R2) and typically occurs where the default setup of /pa6sharp on IIS has been modified, either by using a different service account for the DefaultAppPool than the default managed service account, or by using a different application pool than DefaultAppPool for /pa6sharp.

Solution: Delete the cached copier data from the Print Audit Server:

  1. Open Windows Explorer
  2. Navigate to %SystemDrive%\ProgramData\Print Audit Inc\Print Audit\6.0\Print Audit Embedded Sharp\Cache
  3. Delete all the xml files located in this directory.

If you intend to alter the default setup of /pa6sharp on IIS, you will need to follow this procedure:

  1. Setup application pools and service accounts for those application pools into the desired configuration.
  2. Ensure that the service account for the application pool used by /pa6sharp has rights (at least Special Permissions) to the directory specified in Step 2 above.
  3. Complete the procedure outlined above to clear the cached copier data.

  This only applies to an upgrade of the Print Audit Sharp Embedded software from an older version to 6.3.x.  It shouldn't apply to new installations of 6.3.x.

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