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Printer with Offline monitoring status

Failure

The printer's monitoring status is displayed as Offline.

Cause

The printer has been inactive for the period configured by the user, meaning that the NDD Orbix portal has not received any readings from the printer.

There are three possible causes:

  1. The printer has not generated meter and supply data.

  2. There is no communication between the agent and the portal.

  3. A filter is blocking printer monitoring.
    To confirm whether the printer is being blocked by a filter, check the logs for the NDD - Printer Monitor service. The Trace level must be enabled and remain active long enough for the behavior to be logged. In the logs, search for the word block.
    Example log entry: 2026-08-10 14:20:15.491 -03:00[Debug]Found model ABC and it will not be monitored because its model is blocked on Orbix

Solution

Identify the cause and apply the corresponding solution:

Cause 1 (the printer has not generated meter and supply data)

Check the printer's service status:

  1. Access the printer grid from the Monitoring > Printers menu

  2. Locate the equipment

  3. Click on the service link in the Installations column to open the service properties

If the service has the status Online, the printer is Offline because it has not generated meter and supply data.

No action is required. As soon as the printer has generated this data, it will automatically go back Online.

Cause 2 (there is no communication between the agent and the portal)

Check the printer's service status:

  1. Access the printer grid from the Monitoring > Printers menu

  2. Locate the equipment

  3. Click on the service link in the Installations column to open the service properties

If the service is stopped or has Offline status, the printer is Offline due to lack of communication between the DCA and Cloud Connector agent and the NDD Orbix portal.

Perform the remote actions (start or restart) on the service to re-establish communication.

Wait a few moments and check that the printer is Online again.

If remote actions are not available, contact the customer to check and re-establish the service.

If the service remains stopped or in Offline status and/or the printer remains Offline, we recommend opening a support ticket for assistance in resolving the problem.

Information

If communication is lost between the DCA and Cloud Connector agent and the NDD Orbix portal, the readings obtained from meters and supplies will be stored locally.

Each reading will be retained for up to 15 days from the date of capture. If, at the end of this period, communication between the agent and the portal has not been re-established, the reading will be permanently deleted.

Once communication between the agent and the portal has been re-established, the stored readings for the last 15 days will be automatically recorded on the NDD Orbix portal.

Cause 3 (a filter is blocking printer monitoring)

  1. Go to the Settings > Monitoring menu

  2. Locate the USB monitoring filter or Network monitoring filter option, depending on the printer’s connection type

  3. Click the Edit button

  4. Adjust the rule according to the desired monitoring scope

  5. Click the Save button

  6. Verify the scope of added clients, manufacturers, and models

  1. Perform a new search for printers by connection type:

    1. Configure network printer search for the service

    2. Configure USB printer search for the service

  2. Check to see if the printer is communicating again and shows the Online status

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