Breadcrumbs

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

Failure

One or more printers installed on the network do not appear in the NDD Orbix portal after installing the DCA and Cloud Connector.

The search locates only some of the printers in the environment.

Cause

There are four possible causes:

  1. The service’s synchronization interval is configured with a frequency that is too low for the environment.
    Printer discovery depends on the execution of the search routines configured in this service.

  2. The times set for the daily search do not cover periods when the printers are powered on and accessible over the network.
    Printers that are powered off, in power-saving mode, or temporarily unavailable may not respond during discovery.

  3. The printers’ IP addresses have not been registered for direct search.
    Searching by specific IP address uses unicast communication and reduces reliance on automatic network discovery.

  4. The NDD - Printer Monitor service is out of date or did not complete an update correctly.
    Out-of-date services may experience failures in printer search and synchronization.

Solution

  1. Access the configuration settings for the NDD - Printer Monitor service, which is responsible for monitoring printers, and set the synchronization interval to 1 hour, as instructed at Configure network printer service synchronization

  2. Set up more than one time slot for the daily printer search, as instructed at Configure network printer search for the service

  3. Enter the specific IP addresses of printers that were not automatically detected, as instructed at Configure addresses for searching network printers for the service

  4. Run an immediate search, as instructed at Configure network printer search for the service

  5. Wait for the search to complete

  6. Check to see if the printers have been added

If the problem persists:

  1. Update the NDD - Printer Monitor service, which is responsible for monitoring printers, as instructed at Update the DCA and Cloud Connector agent, Gateway Connector, or services version via the portal

  2. Restart the NDD - Printer Monitor service, which is responsible for monitoring printers, as instructed at Start, stop or restart service

  3. Run an immediate search, as instructed at Configure network printer search for the service

  4. Wait for the search to complete

  5. Verify that the printers have been added

Additional information:

  • Printers that are turned off or disconnected from the network will not be found.

  • The search by specific IP address should be used for printers with static IP addresses.

  • Spread out search times throughout the day.

  • Monitor the NDD - Printer Monitor service update until the service returns to an operational state.

  • After major changes to the environment, verify the quantity of printers found and compare it with the contracted inventory.

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