Print queue remains paused or is altered after enabling the service in NDD Orbix

Failure

After enabling the print queue service in the NDD Orbix portal, the Windows print queue remains paused or undergoes unexpected changes, such as a name change, driver change, or automatic reapplication of configurations even after manual correction in Windows.

Cause

There are three possible causes:

1. The print queue service was enabled on the NDD Orbix portal.
   When queue and driver rules are created, NDD Orbix takes control of the managed queues according to the configuration applied on the portal. If the user manually changes the queue directly on the computer, the service may reapply the rule configured on the portal.

2. There is a driver rule in the NDD Orbix portal applied to the printers in the environment.
   The rule may force a specific driver onto the queues, causing an unexpected change.

3. The service responsible for the rule has been enabled, even if the rule appears inactive in another section of the portal.

Related technical context:

• Queue and driver rules can change the queue name.

• Driver rules can change the configured driver.

• Manual changes can be reverted by the service.

• The enabled service can take effect even if the rule is inactive in another view.

• Bulk configuration changes can impact production queues.

Solution

1. In the NDD Orbix portal, go to the Installations > Enable services menu and confirm that the print queue service is enabled for the computer

2. Go to the Print queues > Print queues menu and check:

   1. Whether there are print queue rules installed on the respective pieces of equipment;

   2. Whether there are driver rules applied to all printers or to broad groups of printers.

3. Temporarily disable the print queue service rules for the affected customers

4. Adjust or remove the print queue and driver rules applied to the environment, as needed

5. Restart the NDD - DCA and Cloud Connector service

6. Restart the related monitoring services (NDD - Printer Monitor, NDD - Printer Monitor USB, or NDD - Print Queue)

7. On Windows, access the affected print queues and verify that the queue names and drivers are correct

8. If necessary, manually unpause the queue

9. Run a test print

10. If the issue does not occur after disabling the rules, review the configuration before enabling them again

11. Enable the print queue service disabled in step 3 for the validated rules

12. Monitor the behavior of the queues after reactivation

Additional information:

• Inactive rule fields do not necessarily mean that the print queue service is disabled.

• The enabled service may continue to function if it is active on the computer.

• Before using queue and driver rules, validate the expected behavior in a controlled environment.

• Bulk changes may impact production queues.

• When NDD Orbix manages print queues, manual changes made in Windows may be automatically reverted.

• Driver rules should be applied judiciously and after prior validation.

Last updated: July 07, 2026