These checks should be performed to identify what is causing jobs to not appear in the release queue. Make sure that you can access the printer's EWS to ensure printer communication.
Check whether the printer is in Ready state.
Verify whether the person logged in to the computer is the one who sent the print job and who is trying to release it.
Make sure the "Require all jobs to be held" is enabled. To do this, access the EWS and navigate through: Settings > Apps, Embedded Solutions, or Device Solutions > PKI Held jobs or Secure Held print jobs.
Check and make sure that the Print & Hold feature is disabled in Printing preferences.
Check access controls and make sure that the necessary functions are set to Smart Card template.
Verify if the Print object is using the correct IP address and port, which is the Standard TCP/IP port.
Try direct printing to determine whether it's an App or driver issue.
Note: You might need to first disable the PKI Held jobs or Secure held print jobs in order to do direct printing.
Check whether the print job will disappear or just sit in the windows print queue.
- For print jobs that are sitting in the queue, this explains why the job can’t be found in Secure held print jobs, which is most likely a printer driver issue. Update the printer’s driver with the latest version.
- For print jobs that disappear from the windows print queue and yet are not available in Secure held print jobs, this most likely an App issue. Update the PKI Held jobs or Secure held jobs to the latest version.
Update printer's firmware with the latest level.