Failure
The printer is registered in NDD Orbix, but remains in Offline status after installation or the first search for printers.
Cause
The printer was registered in the NDD Orbix portal, but has not yet sent a valid meter reading or supply status.
During the first communication, the system loads the data necessary to register the equipment. The Online status is only achieved after valid information has been sent by the monitoring service.
Related technical context:
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The first communication does not guarantee an immediate Online status.
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Meters and supplies may be captured at a later time.
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Behavior may vary depending on the model, connection, network, and processing.
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If no valid readings are received, the printer remains Offline.
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Equipment that relies on supplies may go Offline if supply reading support is not available.
Solution
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Confirm that the printer has been registered on the NDD Orbix portal
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Access the printer properties and check for information on the Meters and Supplies tabs, as instructed at View printer inventory
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Wait for the next automatic service collection
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If necessary, run a new printer search
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Restart the NDD - Printer Monitor service
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If the service is not responding, restart the NDD - DCA and Cloud Connector service
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Verify that the printer has changed to the Online status after the meter and supply collection
If the printer remains Offline:
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Verify the model’s certification
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Verify the type of connection used (network or USB)
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For network printers, verify that SNMP is enabled
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For USB printers, verify that the equipment is responding correctly to the service
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Verify that the firmware is updated
If the printer remains Offline:
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Enable service logs, as instructed at Configure and view service logs
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Collect the logs for analysis
Additional information:
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The printer may temporarily appear as Offline after registration.
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Simultaneous sending of registration, meters, and supplies may occur in some environments, but it is not the default.
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The Online status depends on a valid capture.
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Normal printer use in Windows does not guarantee a valid capture by NDD Orbix.
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When the model does not support supplies for the type of connection being used, it may be necessary to apply a specific procedure to address the dependency between meters and supplies.