› Troubleshooting › Sign-in issues › Not signed in after signing in to the Printix Client

Not signed in after signing in to the Printix Client

After signing in to the Printix Client and closing the browser window (as instructed), the Printix Client menu still does not display you as signed in and a yellow dot is shown on the Printix Client icon indicating the Printix Client is in the state Connection failed.

When connection to the Printix Client fails, a red dot is displayed on the Printix Client icon instead. The yellow dot can also appear next to the red dot if additionally, your Printix Client is also on an unknown network.

One possible reason is when a previous Printix Client was uninstalled, the files were not removed from C:\ProgramData\printix.net\Printix Client\Configuration.

Resolution: Uninstall the Printix Client, remove the old ProgramData files manually, then install the client again.

Another reason could be that the Printix Client is reading some legacy/invalid proxy settings. Printix Client uses a Windows function WinHttpGetProxyForUrl (implements WPAD) to get the proxy settings from the PAC file. However, it also looks at the proxy settings configured for the users on the computer. If it finds a suitable set of proxy settings for a user, it remembers them in the Windows Registry under the LSA user (HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Connections). This is done to allow the Printix Service to communicate with the Printix Cloud when no user is signed in.

You can open the PrintixService.log file and search for: DefaultConnectionSettings:S-1-5. You should see an entry for each user that is known on the computer. The information is written to the log file every 15 minutes.

You can open the PrintixService.log file and search for: ServerComm: running with proxy. You should see the address of the web proxy it is using.

Example: proxy1: http://172.23.100.13:8080/.

Resolution: First, try to follow the steps below to delete settings from LSA user in the Windows Registry.

  1. Press Windows+R.

    The Run dialog box appears.

  2. Type regedit, then select OK.

    Select Yes if prompted.

    The Registry Editor appears.

  3. Browse to HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Connections.
  4. Delete the two entries called DefaultConnectionSettings and SavedLegacySettings.
  5. Restart the computer.
  6. Sign in to Printix Client again.

If the issue persists, you may have to delete the DefaultConnectionSettings and SavedLegacySettings for each user setting.