16.3. Connecting to service

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
• Printix Client for Mac reports: Connecting to service
• Printix Client for Mac reports: The Printix Client could not be started
• Printix Service is stopped

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.

Antivirus software might also mistakenly set of alerts for:

• File: C:\Program Files\printix.net\Printix Client\PrintixServiceTask.xml

This XML file is used for situations where the PrintixClient.exe finds that the Printix Service is not running, and then it can use this to start the Printix Service with the command: net start PrintixService

It is expected behavior for PrintixClient.exe to use SNMP and do a network discovery. Also it uses the commands:

• netsh wlan show interfaces
• arp -a

Printix Client for Mac reports: Connecting to service

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.

Another reason can be if localhost is not configured on the computer.

1. Select the search icon in the top right corner.
2. Type: terminal, and select Enter.
3. In the Terminal window type: ping localhost

RESOLUTION: If there is no response from ping, then open Finder.

1. Select the search icon in the top right corner.
2. Type: finder, and select Enter.
3. In Go to the folder enter /private/etc/hosts
4. Select Go.
5. Select and drag the hosts file and drop it on the desktop. This will allow you to freely edit the file.
6. Open the hosts file in for example TextEdit and add the line:
   127.0.0.1 localhost
7. Save the file.
8. Select and drag the edited hosts file and drop it on the /private/etc folder in Finder.

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:

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

Printix Service is stopped

When the Printix Client is unable to connect to the Printix Service on the computer, a red circle with a line will be shown on the Printix Client icon .

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:

• Windows logs
• Printix Client logs

How to check what ports are in use

Windows

1. Open a 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.