Breadcrumbs

Network printer is found in the service search but is not listed in the printers menu

Failure

The network printer search locates the equipment, but it is not displayed in the Monitoring > Printers menu of the NDD Orbix portal. As a result, the number of monitored printers is lower than the quantity found during the scan.

Cause

There are three possible causes:

  1. The printer was located during the scan but did not complete the necessary registration process to be added to the grid in the Monitoring > Printers menu.
    The quantity displayed in the search represents the devices found within the configured IP range. This does not mean that all of them will be added to the grid in the Monitoring > Printers menu.
    NDD Orbix applies validations before registering the equipment, such as monitoring rules, compatibility, meters, supplies, SNMP communication, and equipment status.

  2. The printer does not have valid SNMP communication.
    The following log entry was recorded: [Error]An error occurred while trying to monitoration single printer. Reason: Failed to load snmp entry for <IP> Reason: Couldn't ping to ip: <IP> Error code: 4005

  3. The printer has outdated firmware or does not have an SNMP entry configured correctly.

Related technical context:

  • Printers may be found during an IP scan, but their inclusion in the grid under the Monitoring > Printers menu depends on a valid SNMP response.

  • SNMP must be accessible from the computer where the service is installed.

  • The firmware may affect the reading.

  • Non-certified equipment may be found but will not be monitored correctly.

  • Equipment that is powered off or unavailable may appear in the previous search but will not complete registration.

Solution

  1. Access the NDD Orbix portal and open the NDD - Printer Monitor service associated with the computer

  2. Validate the configured IP range and run a new search, as instructed at Configure addresses for searching network printers for the service and Configure network printer search for the service

  3. Check whether the printer appears only in the search results or also in the grid of the Monitoring > Printers menu

If the printer still does not appear in the Monitoring > Printers menu:

  1. Verify that the printer is turned on

  2. Verify that the printer’s IP address is correct

  3. Access the printer’s web interface and verify that:

    1. SNMP is enabled;

    2. The SNMP community is set to public.

    3. Save the printer settings

  4. Check if the printer’s firmware is up to date and update it if necessary

  5. Confirm that the printer model is certified for the type of connection being used

  6. Perform a new printer search on the NDD Orbix portal

  7. Wait for the scan to process

  8. Verify that the printer has been added to the grid in the Monitoring > Printers menu

If the printer is still not displayed in the Monitoring > Printers menu:

  1. Enable service logs, as instructed at Configure and view service logs

  2. Repeat the printer search with the logs active

  3. Collect the logs for analysis

Additional information:

  • The search may locate equipment that will not be monitored.

  • Devices without valid SNMP may be found on the network but will not have sufficient data for registration.

  • Outdated firmware may prevent the reading of meters or supplies.

  • Non-certified models may not be included in monitoring, even if they appear in the scan.

  • The quantity displayed in the search should not be used as confirmation of registration.

  • Always validate the printer grid and the collected readings.

Last updated: