Printix Administrator Manual

15.4.1. Printix Go troubleshooting

Categories:

General

Verify sign in profile failed

The username and password specified in the sign in profile does not match that of the printer. Or no password has been set on the printer.

RESOLUTION: Set password on the printer and make sure it matches the sign in profile.

Sign in to printer failed

The username and password specified in the sign in profile does not match that of the printer. Or no password has been set on the printer.

RESOLUTION: Set password on the printer and make sure it matches the sign in profile.

No Printix Client acts as proxy on this network

There is no Printix Client on this network to facilitate the communication from the Printix Cloud to the printer.

RESOLUTION: Bring a computer with Printix Client online on the printer’s network.

Changed Go configuration does not take effect

If you change or modify a Go configuration, it will not take effect on the printer until you apply the changes to the printer.

RESOLUTION: To apply the changes you must Update the Go configuration on the printer.

Printix Go installation status says failed

On the Printix Go tab on the Printer properties page, the installation Status says failed.

RESOLUTION: Update the printer firmware to the latest version and try again.

Epson

Epson printer says: (ec-204) Please try to reload the page or contact your administrator

The entered ID code (and/or PIN code) you entered in Sign in is wrong. This is also the case if you used a card to sign in, and then entered a wrong PIN code.

RESOLUTION: Sign in with the correct ID code (and PIN code). The codes can be seen in Printix App on the Cards and codes page.

Fujifilm

Fujifilm printer says: Unknown vendor is detected

This occurs if computers on the printer’s network do not have the minimum required version of the Printix Client. In this case, the Printix Client is unable to collect the vendor information of the printer, preventing the installation of Printix Go.

RESOLUTION: Ensure that computers on the network use the latest version of the Printix Client.

Fujifilm printer only offers ID code as sign-in method, even though a card reader is installed

This can occur if the sign-in method of the Go configuration is set to Select automatically.

RESOLUTION 1: If users must only sign in with card, update the sign-in method of the Go configuration to Card instead of Select automatically.

RESOLUTION 2: If users can also sign in by ID code:

  1. Restart the printer.
    If the printer is in Power Saver mode, you can wake up the printer instead of restarting it.
  2. Sign in to the printer with ID code once.
    When the user signs in to the same printer next time, the user will be able to sign in with card.

Installation of Printix Go Fujifilm fails

Background tasks running on the printer might prevent successful installation if the printer is not in Power Saver mode when the installation is started.

RESOLUTION:

  1. While the printer is on, press the Power button and select Enter Power Saver on it.
    The printer enters Power Saver mode.
  2. Start the installation again.

HP

HP Access Control web page settings discrepancy

If you sign in to the HP printer’s web page, select Security and then select Access Control, you will see the text:

  • Some security settings on this page are unavailable because they are managed by Printix Go.

This means that the settings shown on the HP printer’s web page are not necessarily reflecting what is being applied via the Printix Go configuration. The printer’s touchscreen control panel, should reflect what has been configured with Printix Go.

HP printer says: The item is restricted

On the HP printer when you try to sign in, you get the error message “The item is restricted. Try using another account, or contact the system administrator or the person who set up the product”.

RESOLUTION: Please refer to How to get Application ID from a Printix Go HP printer and then submit a support request.

HP printer says: Sign-in failed. The default sign-in method (Printix) is currently unavailable…

On the HP printer when you select an application, you get the error message “The default sign-in method (Printix) is currently unavailable. Choose an alternate method and sign in again”. This can be caused by the printer’s date, time and time zone not being set correctly. It is particularly important to set this correctly of a reset to factory settings. If the date and time is off the certificates does not work. Another possibility is that the printer’s default gateway is not set correctly and therefore blocks communication to the Printix Client/Printix Cloud.

RESOLUTION: Set the correct date and check that the default gateway is correct.

HP printer says: USB error

The printer will report USB error if:

  • An otherwise supported card reader is connected to the HP printer before Printix Go is installed.
  • An unsupported card reader is connected to the HP printer even after Printix Go is installed. Try to get the card reader’s vendor ID and product ID.

Printing a large document fails and takes hours to recover if an HP Workpath printer loses connection to the Printix Client

If the Printix Client loses connection to the internet while printing a large document on an HP Workpath printer and you restore the network connection while the printer is still attempting to print, the document takes hours to recover from “Printing” state, and it eventually fails. If you print less than 10 pages, you only need to wait a few minutes instead of hours. The document that failed to print is highlighted in orange color.

Native scan does not appear to be locked for guests, even though the Go configuration restricts it on HP Workpath printers

If Scan is restricted by the Go configuration on HP Workpath printers, the native Scan button on the printer does not appear locked to guests. However, when a guest tries to use the scan function, all scan functions are locked.

HP printer says: WRONG_AUTHENTICATION_STATE

If the printer says WRONG_AUTHENTICATION_STATE, it might be because the Print or Capture application was selected to be the Home screen of the printer. These options are not supported.

RESOLUTION: Change the Home Screen App to HP.

  1. Open the printer’s web page and Login as Administrator.
  2. On the General tab, go to Control Panel Customization > Home Screen Customization.
  3. In Home Screen App, select HP.

Printix Capture fails to complete on a HP printer

During the capture process, a computer on the printer’s network is randomly assigned to temporarily store the captured file. If you see the error message Capture failed (Scan). Reason: Unexpected error encountered when starting scan on printer on a HP printer, it might be because the assigned computer has a name that contains invalid characters.

RESOLUTION: Change the name of computers on the printer’s network to only contain ASCII characters.
If you only want to change the name of the computer that caused the problem, contact Printix Support to help find it.

Konica Minolta

Konica Minolta printer says: Error: 500

On the Konica Minolta printer when you Sign in, you get the message “500 Internal Server Error”. Printix Administrator may show the message: “Can not be done while someone is also signed in on the printer’s web page”.

RESOLUTION: This will happen if an administrator is signed in to the printer’s web page at the same time. Wait until the administrator is signed out and try again after another 60 seconds (the printer’s inactivity timeout).

Konica Minolta printer will not install

This can happen if the prerequisites are not met. To help you troubleshoot further open the Printer properties page, select Verify sign in profile and then open the History tab and look for items that may have failed.

Examples:

  • WebBrowser should be enabled
  • OpenAPI enabled
  • OpenAPI ‘SSL only’ enabled
  • OpenAPI SSL port is 50003
  • OpenAPI ‘Setup v5.1’ available

If the TCP socket setting is not configured correctly, the History may include the entries like: OpenAPI communication returned ‘SSL’ (FAIL) and OpenAPI communication returned ‘Error:Already.

Konica Minolta printer says: Certificate security credentials could not be verified

RESOLUTION: In the Web Browser Settings, allow the printer to connect to the contents.

  1. Open the printer’s web page and Login as Administrator.
  2. Select System Settings in the main menu.
  3. Select Web Browser Setting.
  4. Select SSL Certificate Verification error settings.
  5. For OpenAPI – IWS Application select Connect to the contents.

Printix Capture fails to complete on a Konica Minolta printer

During the capture process, a computer on the printer’s network is randomly assigned to temporarily store the captured file. If you see the error message Capture failed (Scan). Reason: Unexpected error encountered when starting scan on printer on a Konica Minolta printer, it might be because the assigned computer has a name that contains invalid characters.

RESOLUTION: Change the name of computers on the printer’s network to only contain ASCII characters.
If you only want to change the name of the computer that caused the problem, contact Printix Support to help find it.

Kyocera

Guest users can access third-party functions on a Kyocera printer

In Printix Administrator, only selecting Everything else in the Access control settings in the Go configuration allows guests to use third-party functions on a Kyocera printer.

A printer alert appears when you want to use a Kyocera printer

If you sign in to a Kyocera printer and use a printer function (for example, print or copy) while there are any printer alerts (for example, Tray Empty, Toner Out, or Paper Jam), then the printer alerts appear instead of the desired function. While seeing the alerts, nothing happens when you select Logout.

RESOLUTION: Resolve the printer alerts before using any of the printer functions.

Home button does not respond while signing in to a Kyocera printer

While signing in to a Kyocera printer, selecting the Home button has no effect. The sign-in process is not cancelled and the Home screen is not displayed until completing the sign-in process. This applies to all screens during sign-in, including the screen for forgotten codes.

Printing a large document fails and takes hours to recover if a Kyocera printer loses connection to the Printix Client

If the Printix Client loses connection to the internet while printing a large document on a Kyocera printer and you restore the network connection while the printer is still attempting to print, the document takes hours to recover from “Printing” state, and it eventually fails. If you print less than 10 pages, you only need to wait a few minutes instead of hours. The document that failed to print is highlighted in orange color.

Installation of Printix Go fails and KYOCERA Net Viewer says: Device status error (Add toner)

If no toners are available in a Kyocera printer while installing Printix Go with KYOCERA Net Viewer, the installation fails, and the following reason is given: Device status error (Add toner).

RESOLUTION: Add toners to the Kyocera printer before installing Printix Go on it.

KYOCERA Net Viewer says: User does not exist (or it says: The application is not yet configured)

The KYOCERA Net Viewer displays the message User does not exist until Printix Go is properly installed. On newer versions, the message The application is not yet configured is displayed instead.

RESOLUTION: Continue the installation of Printix Go.

Lexmark

Lexmark printer says: Error: WRONG_AUTHENTICATION_STATE

This can happen if access control has not been configured on the Lexmark printer.

RESOLUTION: Configure access control on the Lexmark printer.

Card reader not registered on Lexmark printer

The connected card reader has not been registered and does not appear on the Printer properties page.

RESOLUTION: Keep the card reader connected and restart the printer. Alternatively, you can just restart the Printix Print app:

  1. Open the printer’s web page and Log in as Administrator.
  2. On the menu, select Apps.
  3. Select Print.
  4. Select Stop and OK to stop Printix Print.
  5. Select Start and OK to start Printix Print.
  6. Verify that the card reader is now registered on the Printer properties page.

Printer functions are locked on a Lexmark printer, even though Printix Go is uninstalled

Some printer functions request a user name and a password to be used, even though Printix Go is uninstalled. This occurs if access control was previously configured using Printix.

RESOLUTION: Install Printix Go with a Go configuration that does not lock any printer functions, then optionally, uninstall Printix Go again.

Ricoh

Ricoh printer says: Whitelabel Error Page

This may happen if the installation of Printix Go has not completed or if Printix Go has been uninstalled.

RESOLUTION: On the printer’s touchscreen, select Logout to close the message. The Printix Go sign in screen should appear if Printix Go has been installed.

Ricoh printer says: Webpage not available

Happens after a printer restart (installation) because the printer tries to load the webpage before it has established its network connection.

RESOLUTION: On the printer’s touchscreen, select Login to refresh the page and close the message. The Printix Go sign in screen should appear if Printix Go has been installed.

Printix Go on the printer has not yet been configured.

RESOLUTION: Open Printer properties of the printer, select the Printix Go tab, and select Install or Update.

Communication is blocked to Printix Cloud URLs (device-api.printix.net and/or api.printix.net).

RESOLUTION: Test communication to Printix Cloud and unblock URLs

Installation status is failed

On Ricoh, the Status changes to Installing as the installation takes 10 – 25 minutes (printer restarts 2 times). If the installation fails, the status will change to Failed. To help you troubleshoot further, open the History tab on the Printer properties page and look for items that may have failed.

Printix Go programmatically preconfigures the following:

  • ACCESS_CONTROL__SDK_CERTIFICATION_DEVICE: “1”
  • ADMINISTRATOR_AUTHENTICATION_MANAGEMENT__MACHINE_ADMINISTRATOR_AUTHENTICATION_SETTING: “1”
  • ADMINISTRATOR_AUTHENTICATION_MANAGEMENT__USER_ADMINISTRATOR_AUTHENTICATION_SETTING: “1”
  • USER_AUTHENTICATION_MANAGEMENT: “4”
  • MF_KEYCARD_JOB_PERMIT_SETTING: “1”
  • ACCESS_CONTROL__DETAIL_OPTION: “0”
  • ACCOUNTING_COUNTER: “1”
  • OPTIONAL_COUNTER_TYPE__DEFAULT_OPTIONAL_COUNTER_TYPE: “0”
  • OPTIONAL_COUNTER_TYPE__EXTERNAL_OPTIONAL_COUNTER_TYPE: “0”
  • PRINTER_JOB_AUTHENTICATION_LEVEL: “0”
  • AUTO_DELETE_USER_IN_ADDRESS_BOOK: “1”
  • TRACK_PERMISSION: “0”
  • STOP_PRINT_SETTING: “0”
  • MACHINE_ACTION_WHEN_LIMIT_REACHED: “0”
  • USER_AUTHENTICATION__PRINTER: “1”
  • USER_AUTHENTICATION__COPY: “0”
  • USER_AUTHENTICATION__FAX: “0”
  • USER_AUTHENTICATION__SCANNER: “0”

Installation fails

Installation fails with: unable to find valid certification path to requested target (FAIL)

Installation can fail in Step HOMESCREEN if:

A Windows 10 ×64 or 11 computer (Server, Desktop, or Laptop) must be online on the printer’s network.

Installation status is Installed, but nothing seems to be installed

On Ricoh, the Status changes to Installing as the installation does take 10 – 25 minutes (printer restarts 2 times). To help you troubleshoot further, open the History tab on the Printer properties page. If History does not contain the steps like Step INSTALL, it is an indication that it did not succeed, or at least the status was not communicated back to the Printix Cloud.

RESOLUTION: Do an Uninstall (wait 5 – 10 minutes) and then try to install again. If it still fails, check that the printer is running the latest firmware version, and if not, then update the firmware (may take ½ hour to an hour).

Uninstallation status is failed

On Ricoh, the Status changes to Uninstalling as the uninstallation takes 5 – 10 minutes (printer restarts 1 time). If the uninstallation fails, the status will change to Failed. To help you troubleshoot further, open the History tab on the Printer properties page and look for items that may have failed.

Documents do not print when released at the Ricoh printer

Printer Job Authentication is not Simple (All) on the printer’s web page.

RESOLUTION: Select Device management, Configuration, Device Settings, User Authentication Management and for Printer Job Authentication select Simple (All).

Printing a large document fails and takes hours to recover if a Ricoh printer loses connection to the Printix Client

If the Printix Client loses connection to the internet while printing a large document on a Ricoh printer and you restore the network connection while the printer is still attempting to print, the document takes hours to recover from “Printing” state, and it eventually fails. If you print less than 10 pages, you only need to wait a few minutes instead of hours. The document that failed to print is highlighted in orange color.

Capture is not uninstalled from Ricoh printer

The capture application appears on a Ricoh printer, even though the printer is not configured to have capture functionality. In this case, the application does not work properly.

This can happen if Printix Go was uninstalled from a Ricoh printer that had capture functionality enabled, or if the Go configuration was overwritten to only have print functionality enabled.

RESOLUTION 1:

  1. Open the printer’s web page and log in as administrator.
  2. On the menu, select Device Management, and then Configuration.
  3. In the Extended Feature Settings section, select Uninstall.
  4. Browse through the list and select Printix Capture and select Uninstall.

RESOLUTION 2:

  1. Temporarily, assign a Go configuration with capture functionality to the Ricoh printer.
  2. Uninstall Printix Go from Printix Administrator.
  3. Assign a new Go configuration to the printer without capture functionality.
  4. Install Printix Go again.

Ricoh printer cannot get through the loading screen when attempting to log in

When attempting to log in to a Ricoh printer, you cannot proceed to card or ID code authentication, because the printer cannot get through the loading screen. This can happen if the printer was previously assigned to a network with no active computers and later the Go configuration was updated. This problem can persist even after changing to a network with at least one active computer.

RESOLUTION:

  1. Connect the printer to a network with at least one active computer.
  2. Make sure a Go configuration is assigned to the printer.
  3. Install Printix Go.
  4. Check that printer’s Auto Logout Timer is less than the Sleep Mode Timer.

Happens after a printer restart (installation) because the printer tries to load the webpage before it has established its network connection.

RESOLUTION: On the printer’s touchscreen, select Login to refresh the page and close the message. The Printix Go sign in screen should appear if Printix Go has been installed.

History tab in Printix Administrator shows wrong step if Printix Go Ricoh installation fails

This can happen in multiple scenarios. For example, Printix Go Ricoh installation fails if all Printix Client computers on the printer’s network are offline. In this case, the History says that installation failed in step 2, even though it never even advanced beyond step 1.

Scan to email does not auto populate the To field with the user’s name on a Ricoh printer

When using the printer’s scan to email function on a Ricoh printer, the To field is not auto populated with the logged in user’s name.

RESOLUTION: Setup scan to email according to this topic. If the problem persists, check your printer’s manual whether the setting Login User Address Priority is supported. Contact Ricoh support if the details are not found in the manual.

Guest users can access functions they are not supposed to on a Ricoh printer

Guest users can access functions that are locked in the Access control section of the Go configuration.

RESOLUTION:

  1. Open the printer’s web page and log in as administrator.
  2. In the Device Management menu, select Address Book.
  3. Select the check box of the printix_guest user.
  4. Select the Detail Input tab, then select Change.
  5. In Authentication Information and under Available Functions, make sure none of the check boxes are selected.
  6. Save the changes.

If the issue is still not fixed with the above steps, try the following steps too:

  1. On the Change User page under the Protection section, select Change next to Access Privilege.
  2. Under Public and All Users, make sure none of the check boxes are selected.
  3. Select OK.

The version number for Printix Go Ricoh is different on the printer’s web page

When uninstalling a Printix component from a Ricoh printer’s web page (for example, Printix Capture), you might see a version number that is different from what is mentioned in Printix Administrator.

For example, you might see version 2.0.0.X in Printix Administrator but version 2.0.X on the printer’s web page.

Printix cannot register a Ricoh printer

If a Ricoh printer has no IPP settings, Printix cannot automatically add it to the list of printers. The printer is then listed as an unregistered printer.

RESOLUTION: Register the printer manually.

The Printix Capture icon disappears from a Ricoh printer

Within four seconds after signing in to a Ricoh printer, the Printix Capture icon disappears from the printer’s touchscreen control panel. Without the icon, capture functions cannot be accessed on the printer.

RESOLUTION: Place the icon manually:

  1. On the printer’s home screen, select the Application list icon in the bottom right corner.
  2. Hold down the Printix Capture icon.
    The icon may not be on the first page of the printer.
  3. Wait for the printer’s home screen to appear, drag the icon to its preferred location, then let go of the icon.

The Ricoh printer’s Scan function cannot be used

On some Ricoh printers, the installation of Printix Go changes the configuration of the printer, and the printer’s Scan function cannot be used as a result.

RESOLUTION:

  1. Open the printer’s web page and sign in as administrator.
  2. In the Device Management menu, select Configuration.
  3. In the Scanner section, select General Settings.
  4. Change the Print & Delete Scanner Journal setting to one of the following:
    • Print and Delete All
    • Do not Print: Delete Oldest
  5. Select OK.

Xerox

Xerox printer says: Could not log in

This can happen if the printer was not restarted after the installation or update of Printix Go.

RESOLUTION: Restart the printer.

After uninstalling Printix Go, Xerox VersaLink printer says: Internal Server Error

This can happen if the printer was not restarted after the uninstallation of Printix Go.

RESOLUTION: Restart the printer.

Xerox card reader does not recognize card

This can happen if the printer was not restarted after the installation or update of Printix Go.

RESOLUTION: Restart the printer.

Printix Go cannot be updated or uninstalled and Xerox printer says: Internal Error

When you try to log in to a Xerox printer, an internal error message appears that says “Unable to proceed. Try again. If the problem persists, contact your local System Administrator.”
Furthermore, sometimes if you select Update or Uninstall on the Printix Go tab in Printix Administrator, an internal server error appears and the update or uninstallation fails.

These can happen if Print is set as the default walkup screen.

RESOLUTION for AltaLink printers:

  1. In Properties, select General Setup.
  2. In Entry Screen Defaults, set the default walkup screen to be anything other than Print.

RESOLUTION for VersaLink printers:

  1. Select Apps.
  2. In Preferences, set the walkup screen to be anything other than Print.

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