Failure
The DCA and Cloud Connector agent is installed and active, but cannot detect or establish communication with one or more network printers.
As a result, the printers may no longer appear in the monitoring view or may not be updated in the NDD Orbix portal.
Failure
This failure can occur when the service responsible for searching for printers is out of date, unavailable, or unable to access the equipment.
It can also occur when communication is blocked between the computer where the DCA and Cloud Connector agent is installed and the printer, even after the basic prerequisites have been verified.
Solution
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Confirm that the printer is turned on and connected to the network
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Verify communication between the computer on which the DCA and Cloud Connector agent is installed and the printer’s IP address
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Verify that the registered IP address matches the printer’s current IP address
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Confirm that the NDD - Printer Monitor service is Running in Windows
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Restart the NDD - Printer Monitor service
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Wait for the next printer search cycle
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Check the NDD Orbix portal to see if the printer is communicating again and if the monitoring data has been updated
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Update the NDD - Printer Monitor service when the installed version is not performing the printer search correctly, as instructed at Update the DCA and Cloud Connector agent, Gateway Connector, or services version via the portal
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Reinstall the DCA and Cloud Connector if the service remains offline or if the update does not restore communication, as instructed at Remove the DCA and Cloud Connector agent on Windows and Install the DCA and Cloud Connector agent on Windows
Contact technical support when:
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the printer is responsive on the network but cannot be located by the DCA and Cloud Connector agent;
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all prerequisites have been met; and
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the service remains offline after an update or reinstallation.
Additional information:
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The NDD - Printer Monitor service must not have its startup mode changed without technical guidance.
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The lack of communication prevents the updating of meters, supplies, and printer status.
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After an update or reinstallation, monitor at least three search cycles before concluding that communication has not been reestablished.
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When the original computer is no longer available, install the agent on another compatible computer and remove the operational link from the previous installation.