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USB printer not detected by the NDD Orbix portal

Failure

The USB printer is connected to the computer, installed in Windows, and functioning locally, but it is not detected during the search performed by the NDD - Printer Monitor USB service on the NDD Orbix portal.

Cause

The DCA and Cloud Connector or the NDD - Printer Monitor USB service cannot access the printer’s information through the USB port being used.

The failure may be caused by the behavior of the USB port, the printer’s own configuration, the equipment’s operational status, or unstable local communication between the computer and the printer.

Related technical context:

  • The search may not show an obvious error on the portal.

  • The printer may be in configuration mode.

  • The printer may have its cover open or display a physical alert.

  • The printer may be powered on but not allowing the service to read information.

  • Switching to a different USB port may restore communication.

  • The printer may be certified, but the local connection may prevent data capture.

Solution

  1. Verify that the printer:

    1. Is powered on;

    2. Is connected to the correct computer via a USB cable;

    3. Is not in configuration mode;

    4. Does not have the cover open, a physical error, or an alert on the printer panel;

    5. Is correctly installed on Windows.

  2. Disconnect the USB cable from the current port and connect it to another port on the computer

  3. Restart the printer

  4. Restart the NDD - Printer Monitor USB service

  5. If necessary, restart the NDD - DCA and Cloud Connector service

  6. Access the NDD Orbix portal and run the printer search again, as instructed at Configure USB printer search for the service

If the printer is found:

  1. Confirm that meter and supply collection is occurring normally

If the printer is still not found:

  1. Enable service logs, as instructed at Configure and view service logs

  2. Repeat the printer search with the logs active

  3. Collect the logs for analysis

Additional information:

  • USB certification is not tied to a specific USB port. Even on certified models, a USB port may not allow the device information to be read correctly.

  • If the printer is connected to another computer, the search must be performed on the correct computer.

  • In some cases, repeating the process of restarting the printer and reconnecting the USB cable may resolve the issue.

  • The fact that printing works in Windows does not guarantee that NDD Orbix will be able to capture information via USB.

  • Before treating this as a certification failure, verify the USB port, the printer’s physical condition, and local communication.

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