Troubleshooting: Mobility Print on Personal Windows and macOS Computers

This article will assist users in troubleshooting the Mobility Print client on their personal computers. This article is for personal Windows and Apple computers only, not for Norwich-managed devices.

Verify your password is up-to-date

To verify that your password is not expired or incorrect:

1. Open a browser
2. Go to sso.norwich.edu
3. Note, this link will require you to sign into your account EVERY time you go to it, DO NOT BOOKMARK IT.
4. Enter your Norwich email and press sign in
5. If you are prompted to complete MFA without using as password, do not complete MFA! Instead, click Sign in another way
6. Select Use my Password
7. Enter your password and press sign in
8. If you are asked to complete MFA, your password is correct. 
9. If you are met with an invalid password message, you may be using a bad password. Now that Norwich users are using passwordless authentication, their password can expire and they are still allowed to sign into their accounts using passwordless sign in. Try your password again, if it still gets the invalid message, reset your password.

Remove old print system files

Windows:

1. Open the Run dialog by holding down the Windows key and press the R key
2. Copy the text below this line, and paste it into the Run dialog:

3. Press Enter
4. Delete the two, sometimes three, files in this folder-you should leave the folder called 'data', do NOT delete the data folder.
5. The folder should now only contain the data folder.
6. Close the file explorer window.
7. Attempt to print something, you should see an authorization dialog pop up.
8. Enter your Norwich email and password.
9. Release your print job, or if you printed to a printer without a screen check to see if your print job printed.

macOS:

1. Open the Finder application and then hold down the Shift and Command keys and press the G key to open the Go To Folder dialog window.
2. Copy the text below and paste it into thew Go To Folder dialog. Note: the opening tilde (~) MUST be present in order to take you to the location you need to be.

3. Press Enter
4. Delete the two, sometimes three, files in this folder-you should leave the folder called 'data', do NOT delete the data folder.
5. The folder should now only contain the data folder.
6. Close the finder window.
7. Attempt to print something, you should see an authorization dialog pop up.
8. Enter your Norwich email and password.
9. Release your print job, or if you printed to a printer without a screen check to see if your print job printed.

Remove old printers 

Windows:

This will remove any printers installed by PaperCut.

1. Open WIndows Powershell on your computer
2. Copy the line blow and paste it into the terminal window

4. Press Enter
5. All printers should be removed now

macOS:

This will remove ALL printers from your computer, not just ones installed by PaperCut.

1. Open the Terminal application on your computer
2. Copy the line blow and paste it into the terminal window

3. Press Enter
4. Enter your computer password if prompted and press enter
5. All printers should be removed now

Ensure that IPP Printing is Enabled - Windows Only

The Mobility Print client for Windows relies on the Internet Printing Protocol (IPP) to build printer queues. Windows updates occasionally reset or omit this component on Windows 11 Home editions. 

1. Open the Start menu, type Turn Windows features on or off, and open it.
2. Scroll down and expand Print Services.
3. Check the box for Internet Printing Client.
4. Click OK and restart your computer