Breadcrumbs

Meters are not displayed in the portal after installing the agent

Failure

The printers have been configured for monitoring, but the meters still do not appear in the NDD Orbix portal.

There may also be a delay between installing the DCA and Cloud Connector agent, discovering the printers, and the data becoming available in the portal.

Cause

Sending meters to the NDD Orbix portal depends on the completion of all steps in the monitoring workflow.

After installing the DCA and Cloud Connector agent, the monitoring service must be enabled in the NDD Orbix portal. Next, the service installed on the server or computer must be restarted to receive and apply the environment settings.

Only after this update can the DCA and Cloud Connector agent search for printers, collect the information, and send it to the Data Center.

The received data still needs to be processed at the Data Center before being displayed on the NDD Orbix portal.

The workflow proceeds as follows:

  1. Installation of the DCA and Cloud Connector agent

  2. Activation of the service on the NDD Orbix portal

  3. Restart of the service on the server or computer

  4. Application of configurations

  5. Printer search

  6. Collection of meters

  7. Sending data to the Data Center

  8. Data processing

  9. Display of meters on the NDD Orbix portal

Solution

  1. Install the DCA and Cloud Connector on a server or computer that meets the solution’s prerequisites, as instructed at Install the DCA and Cloud Connector agent on Windows

  2. Confirm that the server or computer remains powered on and connected to the network

  3. Access the NDD Orbix portal

  4. Locate the agent corresponding to the installed environment

  5. Enable the monitoring service in the NDD Orbix portal

  6. Wait for the settings to synchronize with the DCA and Cloud Connector agent

  7. Restart the DCA and Cloud Connector agent service on the server or computer to apply the settings:

    1. Access the server or computer where the DCA and Cloud Connector agent is installed

    2. Open the Windows Services Manager

    3. Locate the NDD - Printer Monitor and NDD - DCA and Cloud Connector services

    4. Click the Restart option

    5. Wait until the service returns to the Running state

  8. Return to the NDD Orbix portal

  9. 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)

  10. Wait for the search to complete

  11. Confirm that the printers have been detected by the DCA and Cloud Connector

  12. Wait for the information to be sent to the Data Center

  13. Wait for the data to be processed

  14. Access the printer inventory, as instructed at View printer inventory, and confirm that the equipment appears in the portal

  15. Access the printer meter data, as instructed at View printer meter information

  16. Check the date and time of the last data collection

  17. If the printers appear without meter readings, wait for a new data collection

If the meter readings are still missing:

  1. Verify that the NDD - DCA and Cloud Connector service remains Running

  2. Restart the service again

  3. 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)

If the problem persists, verify network communication between the DCA and Cloud Connector agent, the printers, and the Data Center.

Additional information:

  • Installing the DCA and Cloud Connector does not immediately make the meters available in the NDD Orbix portal.

  • The service must receive and apply the configurations before it can begin searching for printers.

  • Manually restarting the service may reduce the time required to apply the configurations.

  • The time it takes for the meters to become available depends on the completion of the search, collection, sending, and processing in the Data Center.

  • The printer must be powered on, connected to the network, and accessible from the server or computer on which the DCA and Cloud Connector agent is installed.

  • A lack of communication with the printer prevents the collection of meters.

  • Do not shut down the server or computer during the search or while data is being sent.

  • After the initial discovery, meters may not appear until the next collection and processing cycle.

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