Printix Go troubleshooting - Printix Administrator Manual

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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 install status says failed

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

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

See also: HP documentation on: HP Enterprise, HP Managed – Update the printer firmware

Epson

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

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.

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.

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.

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

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:

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

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 webpage before it has established it’s 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 does take 10 – 15 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.

Example:

Installation XyzAbcd on printer ASD in step INSTALL_GO (1/5): Starting installation of Printix Go version x.x.x.x. The plan is INSTALL_GO -> INTERMEDIATE_REBOOT -> HOMESCREEN -> CONFIGURE_GO -> REBOOT.
Installation XyzAbcd on printer ASD in step INSTALL_GO (1/5): Starting installation of Printix Go.
Installation XyzAbcd on printer ASD failed in step INSTALL_GO (1/5): Installation failed.

Printix Go programmatically preconfigures the following:

ACCESS_CONTROL__SDK_CERTIFICATION_DEVICE: “1”
ADMINISTRATOR_AUTHENTICATION_MANAGEMENT__MACHINE_ADMINISTRATOR_AUTHENTICATION_SETTING: “0”
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: “0”
TRACK_PERMISSION: “0”
STOP_PRINT_SETTING: “0”
MACHINE_ACTION_WHEN_LIMIT_REACHED: “0”
USER_AUTHENTICATION__PRINTER: “0”
USER_AUTHENTICATION__COPY: “0”
USER_AUTHENTICATION__FAX: “0”
USER_AUTHENTICATION__SCANNER: “0”

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

SSL/TLS communication is not setup correctly.
RESOLUTION: Setup the SSL/TLS communication correctly.

Installation can fail in Step HOMESCREEN if:

The default password (ricoh) for web server has been changed. This applies to Ricoh SOP printers Generation 2.
RESOLUTION: Set the web server password to the default.

A Windows 10 ×64 or 11 computer (Server, Desktop, or Laptop) must be online on the printer’s network, and this will automatically download and run the latest approved version of the Printix Go Ricoh Installer and files to the folder:

C:\Program Files\printix.net\Printix Client\ri

Installation status is Installed, but nothing seems to be installed

On Ricoh the Status changes to Installing as the installation does take 10 – 15 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 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 does take 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.