Decrease in the percentage of printers online on the portal

Failure

The percentage of printers online on the NDD Orbix portal has decreased significantly, even though the equipment remains installed in the environment.

Cause

There are three possible causes:

1. The service is stopped, updating, or experiencing a communication failure.
   When the service responsible for data collection becomes unavailable, the associated printers stop sending information to the portal.

2. The computer on which the agent was installed is turned off, has been replaced, or is no longer available.
   An outage of the computer hosting the service affects all equipment monitored by that agent.

3. The environment has undergone a server, network, or workstation change.
   Infrastructure changes can invalidate the existing installation and require a reinstallation of the monitoring module.

Solution

1. Identify the customers or agents with the highest quantity of offline printers

2. Access the list of services for these customers or agents

3. Check the status of the services associated with the environment

4. Confirm that the computer responsible for monitoring is turned on

5. Confirm that the NDD - Printer Monitor and NDD - Printer Monitor USB services are running on Windows

6. Restart the service if it is stopped or has not been updated recently, as instructed at Start, stop or restart service

7. Wait for a new synchronization

8. Perform an immediate printer search, as instructed at Configure network printer search for the service (network printers) and Configure USB printer search for the service (USB printers)

9. Check to see if the percentage of online printers has increased

If the service remains in the updating status:

1. Verify that the original computer still exists in the environment

   1. If the computer is no longer available, install the agent on another compatible computer, as instructed at Install the DCA and Cloud Connector agent on Windows

      1. Perform an immediate search for printers, as instructed at Configure network printer search for the service (network printers) and Configure USB printer search for the service (USB printers)

      2. Check to see if the percentage of online printers has increased

   2. If the computer is still available, uninstall the agent as instructed at Remove the DCA and Cloud Connector agent on Windows

      1. Restart the computer

      2. Install the current version of the agent, as instructed at Install the DCA and Cloud Connector agent on Windows

      3. Perform an immediate printer search, as instructed at Configure network printer search for the service (network printers) and Configure USB printer search for the service (USB printers)

      4. Verify that the percentage of online printers has increased

Additional information:

• Reinstallation should be used when the service fails to complete the update or when the original workstation has been replaced.

• Before reinstalling, confirm that the computer is not being used by another active agent.

• Environments with printers that are constantly being moved may experience fluctuations in the online percentage.

• Backup or temporarily powered-off printers will not remain online continuously.

Last updated: July 29, 2026