Connecting to service

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

Resolution: See 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 the Printix Client again. You can download both the EXE and MSI from the Software page.

Antivirus software might also mistakenly set 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

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 Quit it, then install the 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 press Enter.

3. In the Terminal window, type: ping localhost.

Resolution: If you get no response from ping, then open Finder.

1. Select the search icon in the top right corner.

2. Type: finder, and press 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.

   You can freely edit the file on the desktop.

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.

This can occur if an earlier version than 5.4.1 of Mono is 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 where you can 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 an older version of Mono is installed. Use the keyboard shortcut to open Finder and go to the folder:

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. Submit a support request if it keeps happening. Include the name of the computer and the approximate time, when this happened. If possible, also supply the following from the computer that seems to be stuck in Connecting to service:

• Windows logs

• Printix Client logs