8.1. Print issues

As you release documents for printing in the Printix App, you will see the document transition through the states: Working on it, Printing, and Printed.

• Printing failed
• Document is unavailable
• Release not possible
• Release failed
• Unable to perform action while Printix Client is on an unknown network
• Timeout
• When I release a document, it says: Working on it
• The submitted document does not appear in Printix App
• Printix App says: Document release is not possible at the moment due to system error
• Printix App says: Internal error

Printing failed

• Is the printer online?
• Is the printer paused, jammed, out of paper or has other issues?

RESOLUTION: Check the above and try to resolve the issue. If the message says Printing failed – retrying, repeated attempts will be made for up to 30 minutes to deliver the print data to the printer.

Document is unavailable

In the Printix App, you may experience the following:

• One or more selected documents are labelled: Document is unavailable.
• After a Select all of documents, an Unavailable documents dialog appears with the question: Deselect the unavailable documents?

The above behavior is expected and happens because Printix App dynamically checks if printing is possible based on the availability of the selected printer and selected documents. Printix App considers whether the selected documents are stored in the cloud or on a computer. If the document is stored on a computer that is not reachable from the selected printer, then the document is labelled: Document is unavailable. If Select all is used to select documents (including unavailable ones), the Unavailable documents dialog will appear and you can select OK to deselect the unavailable documents.

RESOLUTION: Deselect the unavailable documents.

Release not possible

• Is the computer with the document online?
• If the computer is connected via a weak Wi-Fi signal, connection may have been temporarily lost at the time of release.

RESOLUTION: Check the above and try to release the document again.

Release failed

• Is the computer with the document online?
• Is the printer online?
• Is the printer on the same network as the computer?
• Is the printer paused, jammed, out of paper or has other issues?

RESOLUTION: Check the above and try to resolve the issue. Printix will attempt to print the document when the issue is resolved.

Unable to perform action while Printix Client is on an unknown network

• You are trying to release a document to a printer at the office while you are travelling or at home.
• When the computer is on an Unknown network, a yellow dot is shown on the Printix Client icon .

RESOLUTION: Wait until your computer is back on a known company network, and then release the document. Alternatively, print the document directly to the printer.

Timeout

• Is the computer with the document online?
• Did the document expire after you tried to release it?
• If you were releasing a print anywhere document to a printer that does not support PDF, then the computer was not able to add the required print queue within the expected time. Wait 5 minutes and then try to release the document again.

RESOLUTION: Check the above and try to release the document again.

When I release a document it says: Working on it

• If you are releasing a print anywhere document to printer you have not used before, it may require your computer to first add the printer. This may take 1-5 minutes depending on the print driver. During this time, the Printix App will show the state Working on it, before transitioning to Printing and then Printed. The printer is kept after printing, so it does not have to be added again when you release subsequent print anywhere documents to this printer.

RESOLUTION: Wait for the print queue to be created.

The submitted document does not appear in Printix App

• In Printix Client and Printix App, look at who is listed as Signed in as, and verify that it is the same user.

RESOLUTION: Sign in as the same user in Printix Client and Printix App.

Printix App says: Document release is not possible at the moment due to system error

• There is an issue with the Printix Cloud and therefore, it is not possible to release documents from the Printix App. You may want to check the Announcements section if there are any ongoing system errors.

RESOLUTION: Try again when the system error has been fixed.

Printix App says: Internal error

• There is an internal error in Printix App. You select the message to see details. If the issue continues, please make a screenshot and submit a support request.

RESOLUTION: Try to stop and start Printix App.