Dear all,

as a Summary answer In SAP Business ByDesign, “Document in status Printing for more than 12 hours” indicates that a print job was handed off to the Print Queue channel but never completed on the client side (Cloud Print Manager or the Windows printer). ByDesign keeps the document in “Printing” while Cloud Print Manager (CPM) is expected to fetch and deliver it to the OS printer. If CPM is not connected, the queue mapping is wrong, the printer/driver is blocked, or the job is very large/problematic, the system eventually flags the item after a long wait window (12 hours).

Typical root causes

• Cloud Print Manager not actively connected to the tenant or queue
• CPM service stopped, user not logged in, or workstation/offline.
• Wrong tenant URL or company/print queue mapping in CPM.
• Outdated Cloud Print Manager build
• Older CPM versions can fail to poll or process certain jobs reliably.
• Printer/driver or OS spooler issues
• Target Windows printer is offline, paused, or has a blocked job causing the queue to stall.
• Driver mismatch or permissions issues.
• Incorrect or missing print queue configuration in ByDesign
• Output channel set to Print Queue but no active queue or wrong form/template mapping.
• Content-related problems
• Exception in PDF/form generation (e.g., complex Adobe form, corrupted font/graphic).
• Very large documents/attachments causing timeouts or retries.
• Volume/scheduling issues
• Large batches sent at once, CPM polling interval too long, or retries exhausted.

How to diagnose quickly in ByDesign

1. Identify the specific output item

• Go to Administrator (or Application and User Management) work center → Output Management → Monitor Output History.
• Filter by the affected business document (e.g., invoice, delivery note) and open the Output Item.
• Review Channel = Print Queue, Queue name, and Error Details/Application Log.

1. Check the queue and mapping

• Administrator → Output Management → Print Queues.
• Verify the queue is Active and the name exactly matches what CPM uses.
• Confirm the correct form/template and output rules are assigned for the document type.

1. Verify Cloud Print Manager is running and connected

• On the CPM host machine, open “SAP Cloud Print Manager for ByDesign.”
• Confirm:
• Status is Connected/Logged in to the correct tenant.
• The mapped Print Queue name matches the one in ByD.
• The target Windows printer is available and not paused.
• If needed, restart the Windows service “SAP Cloud Print Manager for ByDesign,” then sign in again.

1. Update Cloud Print Manager

• Ensure you are on the latest CPM build. Older versions can cause stuck jobs.

1. Clear OS-level printer issues

• Open Windows Printers & Scanners → your target printer → Open queue.
• Remove any blocked jobs; ensure the printer is online and accessible.
• If needed, restart the Windows Print Spooler service.

1. Reprocess the ByD output

• In Monitor Output History, cancel the stuck item, then:
• Re-submit the document output, or
• Use “Resend to Print Queue.”
• For large forms/attachments, test with a smaller/simpler document to isolate form/content issues.

1. Collect logs if the issue persists

• CPM logs: on the CPM host, check %ProgramData%\SAP\Cloud Print Manager\Logs and review timestamps matching the stuck job.
• ByD Application Log: from the Output Item, open the detailed log to see any server-side rendering or channel errors.
• If an Adobe form error is suspected, test “Preview” in ByD to confirm the form renders.

Preventive tips

• Keep Cloud Print Manager up to date and configured with the correct tenant and queue.
• Avoid sending very large batches in one go; adjust CPM polling interval if necessary.
• Ensure the Windows printer and driver are stable and the spooler is healthy.
• Periodically monitor Administrator → Output Management → Monitor Output History for early detection.

If you open a case for detailed debugging provide the infos below, please:

• Which document type is affected and is it always the same form?
• Are you using a dedicated print queue or several queues?
• CPM version and OS of the CPM host machine
• Whether “Preview” works for the same document
• Any errors visible in the CPM log around the time the print was triggered