Meters are not displayed on the portal as expected

Failure

The printer is registered on the NDD Orbix portal, but the total number of pages displayed on the portal differs from the meter reading shown directly on the equipment.

It is also possible that a printer model is not available for selection during the configuration of a meter rule.

Cause

There are five possible causes:

1. The generic meter used by the portal does not accurately represent the model’s actual yield.

2. The meter rule is configured to search for meters that the model does not provide.
   Example: the rule may be configured to search for Total Color and Total Mono, but the model may only provide a different type of meter.

3. The model uses a specific meter, such as Total A4, Color or Black and White.

4. Some USB printers only provide the General Total meter.

5. The model does not yet have at least one printer registered and monitored on the NDD Orbix portal.
   The portal relies on the model’s registration based on equipment already identified through monitoring. If no printer of that model has been registered, the model may not be available for use in the rule.

Related technical context:

• The absence of specific meters does not necessarily indicate a capture failure.

• The portal may be receiving the actual meters provided by the equipment.

• The rule must be compatible with the meters available for that model.

• The model name in the rule depends on the identification provided by NDD Orbix.

• Differences in naming conventions may prevent the location of the model.

Solution

1. In the NDD Orbix portal, access the printer’s Meters > Readings tab, as instructed at View printer meter information

2. Identify which meters are being provided by the equipment

3. Compare the meters displayed on the portal with those shown on the equipment’s panel or in the manufacturer’s internal reports, such as General Total, Total A4, Color, Black and White, among others

4. Document examples of discrepancies, such as screenshots from the portal and photos or reports of the meter displayed on the equipment

5. Access the meter calculation rule configuration and verify that:

   1. the meters configured in the rule are compatible with the readings provided by the equipment;

   2. the selected meter represents the model’s actual output, according to the manufacturer’s documentation and the printing contract;

   3. the printer model is included in the rule.
      For USB printers that return only the General Total meter, include the printer model in a specific rule for this type of reading.

6. If necessary, ask the NDD Orbix administrator to create or modify the meter rule to use the correct meters and printer model

   1. The model can only be selected after it has been identified by NDD Orbix monitoring. If the selection is not available, follow the steps below:

      1. Confirm that at least one printer of this model is registered on the NDD Orbix portal

      2. If none exists, set up monitoring for a printer of this model

      3. Run a printer search using the service

      4. Wait for the printer to be registered on the portal

      5. Once the printer is registered, return to the meter calculation rule:

         1. Include the printer model in the rule

         2. Configure only the meters based on the available readings

7. Perform a new data capture or wait for the next monitoring cycle

8. Verify that the meters are now displayed correctly

9. Monitor the values in subsequent cycles to confirm that data collection and calculation remain consistent

Additional information:

• The capture may be correct even if the expected meter does not appear.

• The problem may lie in the meter rule rather than in communication with the printer.

• Always validate the rule in a controlled environment before applying it on a large scale.

• Few models provide multiple meter types via USB.

• Before creating rules, verify which meters are actually available on the equipment.

Last updated: August 26, 2026