Here's how to capture a Windows spool file:

 

This needs to be done when no users are using the system.

 

1) Pause all print queues so that documents are not released to the physical printers.
2) Go to Windows Print Manager ( Start > Settings > Printers and Faxes ), select File > Server Properties > Advanced tab and open the folder specified by the Spool folder property.
3) Make sure this folder is empty. If it is not, delete any existing files. You may need to stop the Print Spooler service to do this. Restart the service once you have deleted any files.
4) Once the folder is empty, print a document that replicates the problem you are having. This will create two files, with the extensions .shd and .spl.
5) Copy and zip these files. These are the spool files that you need to send to Pharos Support.
6) Delete these files from the spool directory and unpause any print queues with the comment "Pharos Controlled Device". Do NOT unpause the Pharos Spool Queues.
7) Normal printing can resume.

 

Here's how to capture a Mac spool file:

This needs to be done when no users are using the system.

1.Temporarily stop the printer, or turn off the printer so that jobs hold in the queue. Print a test job that demonstrates the problem behavior.

2. Open the Terminal under Applications/Utilities

 

3. Type the following in the terminal:
        sudo su -
        [enter your password]
        cp `ls -t /var/spool/cups/d* | head -2` /Users/<username>
        exit
where <username> is your short login name. (i.e. this denotes the location of your home directory). Special Note: the character preceding the ls and following the 2 is a back-tick (`).
4.You should how find at least one file in your home directory with a name like:
           d00077-001
5.email the file(s) to support and also include the "expected" information related to the job including:
- the number of pages
- the paper size
- other attributes such as grayscale, copies, etc.