Loops back to the Sign in page after Sign in

  • Printix Client for Windows version 1.3.318.0, Printix Client for Mac version 1.3.321.0.
    We have observed that in very rare situations an invalid entry in the Networks.json file can cause Sign in to return to Sign in.
    • Windows C:\ProgramData\printix.net\Printix Client\Configuration\Networks.json
    • Mac /Users/Shared/.Printix.net/Configuration/Networks.json

RESOLUTION: Please inform us if you encounter this issue. Recover from the issue by performing these steps:

  1. Delete the file Networks.json.
  2. Stop and start Printix Service.
  • Printix Client does not know its Printix Home.
    When this is the case, the Printix ID in Windows Registry is not set. This can happen if:
    • The Printix Client installation file was renamed before installation.
    • The Printix Client MSI file was deployed via for example Microsoft Intune, but in command line arguments :/id was not set correctly.

RESOLUTION: Do NOT rename the file before installation. Enter the Command line arguments correctly, for example: WRAPPED_ARGUMENTS=/id:cbfce0b5-da2a-4cb6-b7f7-a04ee31cac90. Replace the /id value with your Printix ID as show in the name of the MSI file.

  • Is a web proxy and/or SSL inspection used?
    In this case the PrintixService.log file will contain the text: SrvComm Exception: Status: ProxyAuthenticationRequired.

RESOLUTION: You MUST add the printix.net domain and subdomains as exceptions so traffic is not blocked. See also: Web proxy and SSL inspection

  • I do not recognize the used web proxy
    In this case the PrintixService.log file will contain the text like this:ServerComm: running with proxy1: https://172.23.100.13:8080/ and Unable to connect to the remote server.

RESOLUTION: Refer to: How does Printix Client find the web proxy?

  • Is FIPS (Federal Information Processing Standards) enabled on the computer?
    Enabling FIPS disallows the use of the MD5 hashing algorithm, which is used by Printix Client to make some entries in the Windows Registry “tamper-resistant”.

RESOLUTION: Disable FIPS.

  1. Select Windows Key+R to open Run.
  2. Enter: regedit, and select OK.
  3. In Registry Editor browse to:
    HKEY_LOCAL_MACHINE\SYSTEM\
    CurrentControlSet\Control\Lsa\FipsAlgorithmPolicy
  4. Change the value Enabled to 0.
  5. If present, also change the value MDMEnabled to 0.
  6. Restart the computer.

Sign in is not automatic first time on Azure AD domain joined computer

  • Sign in to Printix Client is automatic on Azure AD domain joined Windows 10 (version 1607 or later) computers. Works with Windows 10 editions: Pro, Enterprise and Education. Microsoft does not support Azure AD Join on the Windows 10 Home edition. However, if you have not accepted Printix for all users, users will be asked to accept this the first time they sign in.

RESOLUTION: Verify that Printix is Accepted for all users, so the automatic sign in to Printix Client works on Azure AD domain joined Windows 10 computers.

Sign in page is missing Sign in buttons and menu icon is represented by the letter ‘m’

  • Sign in page is a web page presented by the Windows Embedded web browser. If the Security settings for the Microsoft web browser (Edge or Internet Explorer) are configured in a special way it may prevent the page from working. Internet Explorer MUST be version 11.

RESOLUTION: Please follow the instructions below:

  1. Open Internet Explorer, select the Tools icon in the top right corner, and select Internet options.
  2. In Internet options dialog select the Security tab.
  3. Select Trusted sites.
  4. Select Sites
  5. In the Add this website to the zone box enter: https://sign-in.printix.net and select Add.
  6. In the Add this website to the zone box enter: https://assets.printix.net and select Add.
  7. Select Close.
  1. Select Custom level… to open the Security Settings – Trusted Site Zones.
  2. Scroll to the Miscellaneous section.
  3. Check Enable for Access data sources across domains.
  4. Select OK to save settings.
  5. Restart the computer.

Sign in page is blank or says: JavaScript support is required by this page

  • The Printix Client Sign in page is a web page presented by the Windows Embedded web browser. If the Security settings for the Microsoft web browser (Edge or Internet Explorer) are configured in a special way it may prevent the page from working. Internet Explorer MUST be version 11.

RESOLUTION: Please follow the instructions below:

  1. Open Internet Explorer, select the Tools icon in the top right corner, and select Internet options.
  2. In Internet options dialog select the Security tab.
  3. Select Trusted sites.
  4. Select Sites
  5. In the Add this website to the zone box enter: https://sign-in.printix.net and select Add.
  6. In the Add this website to the zone box enter: https://assets.printix.net and select Add.
  7. Select Close.
  1. Select Custom level… to open the Security Settings – Trusted Site Zones.
  2. Scroll to the Scripting section.
  3. Check Enable for Active scripting.
  4. Select OK to save settings.
  5. Restart the computer.

Sign in page shows: Website not found

RESOLUTION:

Follow the suggestions shown on the page. If this does not help, then submit a support request where you describe the issue and supply the information obtained by following these steps:

  1. Right-select the page and select Properties.
  2. Double-click on the text: https.
  3. Copy the entire text to clipboard, by pressing CTRL+A and then CTRL+C.
  4. Paste CTRL+V the content in to the support request. The copied content will look something like this:
https://sign-in.printix.net/signIn?authURL=https:%2F%2Fauth.printix.net&jwt=eyJhbGciOiJIUzI1NiJ9.eyJ0ZW5JRCI6ImNkYjdkNGI5LWViM2UtNDE1Ni05MWU3LTE2OWI0OGFiOWU5NyIsInN0YXRlIjoibGFyc2UiLCJwcm9tcHQiOiJsb2dpbiIsIlNQUklOR19TRUNVUklUWV9TQVZFRF9SRVFVRVNUIjp7InJlcXVlc3RVcmwiOiJodHRwczpcL1wvYXV0aC5wcmludGl4Lm5ldFwvb2F1dGhcL2F1dGhvcml6ZVwvdGVuYW50XC9jZGI3ZDRiOS1lYjNlLTQxNTYtOTFlNy0xNjliNDhhYjllOTc_cmVzcG9uc2VfdHlwZT1jb2RlJmNsaWVudF9pZD1wcmludLm5ldCZjbGllbnRfc2VjcmV0PTEyMzQmc3RhdGU9bGFyc2UmcmVkaXJlY3RfdXJpPWh0dHA6XC9cL2xvY2FsaG9zdDoyMTMzOVwvb2F1dGhcL2F1dGhvcml6ZSZwcm9tcHQ9bG9naW4iLCJxdWVyeVN0cmluZyI6InJlc3BvbnNlX3R5cGU9Y29kZSZjbGllbnRfaWQ9cHJpbnRpeC5uZXQmY2xpZW50Y3JldD0xMjM0JnN0YXRlPWxhcnNlJnJlZGlyZWN0X3VyaT1odHRwOlwvXC9sb2NhbGhvc3Q6MjEzMzlcL29hdXRoXC9hdXRob3JpemUmcHB0PWxvZ2luIn19.OqY3l3JORS5uDwg_hcmFjQKubeIbjgli5zJOOjUNo

Sign in to Printix Administrator gives permission denied

  • You are trying to Sign in to Printix Administrator, but your role do not allow this.

RESOLUTION: Do not attempt to sign in to Printix Administrator. Alternatively contact your administrator and ask to have your role changed.

Your sign-in was successful but does not meet the criteria to access this resource.

  • Your organization have set Conditional access in Azure Active Directory.

RESOLUTION: Follow the instructions in: Azure AD conditional access

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