Printix Go troubleshooting

The user name 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.

The user name 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.

This network has no Printix Client to facilitate the communication from the Printix Cloud to the printer.

Resolution: Bring a computer with Printix Client online on the printer's network.

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.

On the Printix Go tab on the Printer properties page, the installation Status is 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

The sign-in profile does not match the SNMP configuration of the Brother printer.

Resolution: Change your sign-in profile for Printix Go Brother. An SNMP configuration must be selected in the sign-in profile and the specified parameters must match the parameters of the printer. The parameters of the printer can be found on the Setup tab of the Printer properties page.

The 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.

This occurs if computers on the printer's network do not have the minimum required version of the Printix Client. In this case, the Printix Client is unable to collect the vendor information of the printer, preventing the installation of Printix Go.

Resolution: Ensure that computers on the network use the latest version of the Printix Client.

This can occur if the sign-in method of the Go configuration is set to Select automatically.

Resolution 1: If users must only sign in with card, update the sign-in method of the Go configuration to Card instead of Select automatically.

Resolution 2: If users can also sign in with ID code:

Background tasks running on the printer might prevent successful installation if the printer is not in Power Saver mode when the installation is started.

Resolution:

You must perform these steps on each computer.

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 by the Printix Go configuration. The printer's touchscreen control panel should reflect what has been configured with Printix Go.

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: See How to get Application ID from a Printix Go HP printer and then submit a support request.

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.

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.

If the Printix Client loses connection to the Internet while printing a large document on an HP Workpath printer and you restore the network connection while the printer is still attempting to print, the document takes hours to recover from "Printing" state, and it eventually fails. If you print less than 10 pages, you only need to wait a few minutes instead of hours. The document that failed to print is highlighted in orange color.

If Scan is restricted by the Go configuration on HP Workpath printers, the native Scan button on the printer does not appear locked to guests. However, when a guest tries to use the scan function, all scan functions are locked.

If the printer displays WRONG_AUTHENTICATION_STATE, it might be because the Print or Capture application was selected to be the Home screen of the printer. These options are not supported.

Resolution: Change the Home Screen App to HP:

During the capture process, a computer on the printer's network is randomly assigned to temporarily store the captured file. If you see the error message "Capture failed (Scan). Reason: Unexpected error encountered when starting scan on printer" on a HP printer, it might be because the assigned computer has a name that contains invalid characters.

Resolution: Change the name of computers on the printer's network to only contain ASCII characters. If you only want to change the name of the computer that caused the problem, contact Printix Support to help find it.

On the Konica Minolta printer when you Sign in, you get the message 500 Internal Server Error. Printix Administrator may show the message: Cannot 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).

This can happen if the prerequisites are not met. To help you troubleshoot further, open the Printer properties page, select Verify sign in profile, then open the History tab and look for items that could 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 entries such as: OpenAPI communication returned 'SSL' (FAIL) and OpenAPI communication returned 'Error:Already.

Resolution: In the Web Browser Settings, allow the printer to connect to the contents.

During the capture process, a computer on the printer's network is randomly assigned to temporarily store the captured file. If you see the error message "Capture failed (Scan). Reason: Unexpected error encountered when starting scan on printer" on a Konica Minolta printer, it might be because the assigned computer has a name that contains invalid characters.

Resolution: Change the name of computers on the printer's network to only contain ASCII characters. If you only want to change the name of the computer that caused the problem, contact Printix Support to help find it.

In Printix Administrator, if only Everything else is selected in the Access control settings in the Go configuration, guests can use third-party functions on a Kyocera printer.

If you sign in to a Kyocera printer and use a printer function (for example, print or copy) while the printer has any printer alerts (for example, Tray Empty, Toner Out, or Paper Jam), the printer alerts appear instead of the preferred function. While seeing the alerts, nothing happens when you select Logout.

Resolution: Resolve the printer alerts before using any of the printer functions.

While signing in to a Kyocera printer, selecting the Home button has no effect. The sign-in process is not cancelled and the Home screen is not displayed until completing the sign-in process. This scenario applies to all screens during sign-in, including the screen for forgotten codes.

If the Printix Client loses connection to the Internet while printing a large document on a Kyocera printer and you restore the network connection while the printer is still attempting to print, the document takes hours to recover from "Printing" state, and it eventually fails. If you print less than 10 pages, you only need to wait a few minutes instead of hours. The document that failed to print is highlighted in orange color.

If no toners are available in a Kyocera printer while installing Printix Go with KYOCERA Net Viewer, the installation fails, and the following reason is given: Device status error (Add toner).

Resolution: Add toners to the Kyocera printer before installing Printix Go on it.

The KYOCERA Net Viewer displays the message User does not exist until Printix Go is properly installed. On newer versions, the message The application is not yet configured is displayed instead.

Resolution: Continue the installation of Printix Go.

This can happen if access control has not been configured on the Lexmark printer.

Resolution: Configure access control on the 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:

Some printer functions request a user name and a password to be used, even though Printix Go is uninstalled. This occurs if access control was previously configured using Printix.

Resolution: Install Printix Go with a Go configuration that does not lock any printer functions, then optionally, uninstall Printix Go again.

While installing or updating the Printix Go Lexmark configuration, if you press Install/Update more than once on a tenant, you might receive the following error message: "The printer was not at the ready state. It may have an active intervention or somebody else may be in the process of flashing or printing."

Resolution: Do not press Install/Update until the first installation or update is complete. If you receive the error, wait for 10 minutes or reboot the device then try again.

This can 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.

Happens after a printer restart (installation) because the printer tries to load the web page before it has established its 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 the 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.

On Ricoh, the Status changes to Installing as the installation takes 10–25 minutes (printer restarts 2 times). If the installation fails, the status changes to Failed. To help you troubleshoot further, open the History tab on the Printer properties page and look for items that could have failed.

Printix Go programmatically preconfigures the following:

• ACCESS_CONTROL__SDK_CERTIFICATION_DEVICE: "1"

• ADMINISTRATOR_AUTHENTICATION_MANAGEMENT__MACHINE_ADMINISTRATOR_AUTHENTICATION_SETTING: "1"

• 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: "1"

• TRACK_PERMISSION: "0"

• STOP_PRINT_SETTING: "0"

• MACHINE_ACTION_WHEN_LIMIT_REACHED: "0"

• USER_AUTHENTICATION__PRINTER: "1"

• USER_AUTHENTICATION__COPY: "0"

• USER_AUTHENTICATION__FAX: "0"

• USER_AUTHENTICATION__SCANNER: "0"

Installation fails:

• HTTP communication on port 80 is not open.

  Resolution: Set up the SSL/TLS communication correctly.

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

• SSL/TLS communication is not set up correctly.

  Resolution: Set up the SSL/TLS communication correctly.

Installation can fail in Step HOMESCREEN if:

• The default password (ricoh) for the web server has been changed. This scenario 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.

On Ricoh, the Status changes to Installing as the installation does take 10–25 minutes (printer restarts 2 times). To help you troubleshoot further, open the History tab on the Printer properties page. If History does not contain steps such as 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 5–10 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).

On Ricoh, the Status changes to Uninstalling as the uninstallation takes 5–10 minutes (printer restarts 1 time). If the uninstallation fails, the status changes to Failed. To help you troubleshoot further, open the History tab on the Printer properties page and look for items that could have failed.

Printer Job Authentication is not Simple (All) on the printer's web page.

Resolution: Select Device management > Configuration > Device Settings > User Authentication Management, and for Printer Job Authentication, select Simple (All).

If the Printix Client loses connection to the Internet while printing a large document on a Ricoh printer and you restore the network connection while the printer is still attempting to print, the document takes hours to recover from Printing state, and it eventually fails. If you print less than 10 pages, you only need to wait a few minutes instead of hours. The document that failed to print is highlighted in orange color.

The capture application appears on a Ricoh printer, even though the printer is not configured to have capture functionality. In this case, the application does not work properly.

This can happen if Printix Go was uninstalled from a Ricoh printer that had capture functionality enabled, or if the Go configuration was overwritten to only have print functionality enabled.

Resolution 1:

1. Open the printer's web page and log in as administrator.

2. On the menu, select Device Management, and then Configuration.

3. In the Extended Feature Settings section, select Uninstall.

4. Browse through the list and select Printix Capture and select Uninstall.

Resolution 2:

1. Temporarily, assign a Go configuration with capture functionality to the Ricoh printer.

2. Uninstall Printix Go from Printix Administrator.

3. Assign a new Go configuration to the printer without capture functionality.

4. Install Printix Go again.

When attempting to log in to a Ricoh printer, you cannot proceed to card or ID code authentication, because the printer cannot get through the loading screen. This can happen for multiple reasons:

Reason 1: The printer was previously assigned to a network with no active computers, and later, the Go configuration was updated. This problem can persist even after changing to a network with at least one active computer.

Resolution 1:

This can happen in multiple scenarios. For example, Printix Go Ricoh installation fails if all Printix Client computers on the printer's network are offline. In this case, the History displays that installation failed in step 2, even though it never even advanced beyond step 1.

When using the printer's scan to email function on a Ricoh printer, the To field is not auto populated with the logged in user's name.

Resolution: Setup scan to email according to this topic. If the problem persists, check your printer manual whether the setting Login User Address Priority is supported. Contact Ricoh support if the details are not found in the manual.

Guest users can access functions that are locked in the Access control section of the Go configuration.

Resolution:

When uninstalling a Printix component from a Ricoh printer's web page (for example, Printix Capture), you might see a version number that is different from what is mentioned in Printix Administrator.

For example, you might see version 2.0.0.X in Printix Administrator but version 2.0.X on the printer's web page.

If a Ricoh printer has no IPP settings, Printix cannot automatically add it to the list of printers. The printer is then listed as an unregistered printer.

Resolution: Register the printer manually.

Within four seconds after signing in to a Ricoh printer, the Printix Capture icon disappears from the printer's touchscreen control panel. Without the icon, capture functions cannot be accessed on the printer.

Resolution:

On some Ricoh printers, the installation of Printix Go changes the configuration of the printer, and the printer's Scan function cannot be used as a result.

Resolution:

This can happen if the printer was not restarted after the installation or update of Printix Go.

Resolution: Restart the printer.

This can happen if the printer was not restarted after the uninstallation of Printix Go.

Resolution: Restart the printer.

This can happen if the printer was not restarted after the installation or update of Printix Go.

Resolution: Restart the printer.

When you try to log in to a Xerox printer, you get the internal error message Unable to proceed. Try again. If the problem persists, contact your local System Administrator. Furthermore, sometimes if you select Update or Uninstall on the Printix Go tab in Printix Administrator, an internal server error appears and the update or uninstallation fails.

These can happen if Print is set as the default walkup screen.

Resolution for AltaLink printers:

1. In Properties, select General Setup.

2. In Entry Screen Defaults, set the default walkup screen to be anything other than Print.

Resolution for VersaLink printers:

1. Select Apps.

2. In Preferences, set the walkup screen to be anything other than Print.