Print issues

Resolution: Confirm the following requirements, then try to resolve the issue.

• Ensure that the printer is online.

• Ensure that the printer is not paused, jammed, or out of paper, and that it has no other issues.

If you see the message "Printing failed - retrying", repeated attempts are made for up to 30 minutes to deliver the print data to the printer.

In the Printix App, you may notice the following scenario:

• One or more selected documents are labeled: Document is unavailable.

• After selecting all documents, an Unavailable documents dialog box appears with the question: Deselect unavailable documents?

The preceding behavior is expected and happens because the Printix App checks if printing is possible based on the availability of the selected printer and documents. The 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 labeled: Document is unavailable. If Select all is used to select documents (including unavailable ones), the Unavailable documents dialog box appears and you can select OK to deselect the unavailable documents.

Resolution: Deselect the unavailable documents.

If the computer is connected through a weak Wi-Fi signal, the connection may have been temporarily lost at the time of release.

Resolution: Ensure that the computer with the document is online, then try to release the document again.

Resolution: Confirm the following requirements, then try to resolve the issue. Printix attempts to print the document when the issue is resolved.

• Ensure that the computer with the document is online.

• Ensure that the printer is online.

• Ensure that the printer is on the same network as the computer.

• Ensure that the printer is not paused, jammed, or out of paper, and that it has no other issues.

• You are trying to release a document to a printer at the office while you are traveling or at home.

• When the computer is on an unknown network, a yellow dot appears on the Printix Client icon .

Resolution: Wait until your computer is connected to a known and trusted network, then release the document. Alternatively, print the document directly to the printer.

Resolution: Confirm the following requirements, then try to release the document again.

• Ensure that the computer with the document is online.

• Ensure that the document did not expire before 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, then try to release the document again.

• If you are releasing a Print Anywhere document to a printer you did not use 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 displays 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.

Resolution: Wait for the print queue to be created.

• 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.

• An issue occurred with the Printix Cloud and therefore, it is not possible to release documents from the Printix App. You can check the Announcements section on the Printix website and look for any ongoing system errors.

Resolution: Try again when the system error is fixed.

• An internal error occurred in the Printix App. Select the message to see the details. If the issue continues, take a screen shot and submit a support request.

Resolution: Stop and restart the Printix App.