Printix Client is trying to connect to the Printix Service on the computer. The message normally appears for a few seconds and is then replaced by the message: Fetching data. However, if the message shows for several minutes, it could be because:

Blocked by Antivirus product

Antivirus products are constantly having their definitions updated, and this may lead to an incorrect classification of the Printix Client software as malware.

RESOLUTION: Refer to your Antivirus product documentation on how to make exclusions for the Printix Client. Typically you need to do this for:

  • Folder: C:\Program Files\printix.net\Printix Client\*
  • File: C:\Program Files\printix.net\Printix Client\PrintixClient.exe
  • File: C:\Program Files\printix.net\Printix Client\PrintixService.exe
  • Processes: C:\Program Files\printix.net\Printix Client\PrintixClient.exe
  • Processes: C:\Program Files\printix.net\Printix Client\PrintixService.exe

If an Antivirus product has quarantined the PrintixService.exe and/or removed it, you may have to install Printix Client again. You can download both the EXE and MSI from the Software page.

Printix Client for Mac reports: Connecting to backend

If you have run for example CleanMyMac or a similar product, this may have broken the Printix Client installation on the Mac.

RESOLUTION: In Activity Monitor find Printix Service and Force Quite it, and then install Printix Client again.

Printix Client for Mac reports: The Printix Client could not be started

This can be occur if there is an earlier than version 5.4.1 of Mono installed on the Mac. Printix Client will during startup generate a certificate that is used for internal (within the computer itself) communication. On Mac computers this is done using the Mono framework. The Mono framework is a C# emulating framework that allows you to execute C# (.Net) code on a Mac or Linux computer. The PrintixService.log will typically include the error message: “Input data cannot be coded as a valid certificate”.

Check if there is an older version of Mono installed. Use the keyboard shortcut to open Finder and go to the folder:

  1. Select Shift – Command ⌘ – G
  2. In Go to the folder enter /Library/Frameworks/Mono.framework/Versions
  3. Select Go.

If there is an older version (2.10.9) installed, use the below commands to remove it:

  1. Select the search icon in the top right corner.
  2. Type: terminal, and press Enter.
  3. To uninstall Printix Client type:
    sudo /Users/Shared/.Printix.net/Service/uninstallMac.sh
  4. To navigate to /Library/Frameworks/Mono.framework/Versions type:
    cd /Library/Frameworks/Mono.framework/Versions
  5. To remove the Current folder type:
    sudo rm Current
  6. To link the 5.4.1 version to Current type:
    sudo ln Current /Library/Frameworks/Mono.framework/Versions/5.4.1
  7. Reinstall Printix Client, and verify if it is working.

Printix Service is stopped

RESOLUTION: Start the Printix Service or restart the computer. You may also want to check if another process is using the ports 21338 and 21339. Please submit a support request if it keeps happening. Please include the name of the computer and the approximate time, when this happened. If possible, please also supply the following from the computer that seems to be stuck in Connecting to service:

How to check what ports are in use

Windows

  1. Open command prompt and type: netstat -ab -p TCP
  2. In the output look for port 21338 and 21339.
  3. Look for the name of the process that uses the ports. If the process is System or 4, then restart the computer.

Mac

  1. Select the search icon in the top right corner.
  2. Type: Network Utility, and select Enter.
  3. Select the Port Scan tab.
  4. In IP address type: 127.0.0.1.
  5. Select Scan.
  6. Look for the name of the process that uses the ports.

Feedback

Was this helpful?

Yes No
You indicated this topic was not helpful to you ...
Could you please leave a comment telling us why? Thank you!
Thanks for your feedback.

Post your comment on this topic.

Please do not use this for support questions.
Printix Support

Post Comment