This article provides troubleshooting steps when the Proxyclick iPad app fails to print and communication between with the printer via the proxy (not via AirPrint – this is the case if your printer is not AirPrint-enabled). 

Requirements:

  • Plan Large and Enterprise
  • Admin access to Proxyclick

 

Recap of the configuration

As a reminder, configuration is as follows:

  • The iPad communicates to a proxy installed on a PC (typically the Reception PC)
  • In turn, the proxy communicates to the printer

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First step: see where it fails

When printing fails, the first thing to do is to know if the issue is

  • Between the iPad and the proxy
  • Or between the proxy and the printer

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In order to check this, please follow these steps:

  • Go to the computer connected to the printer and where the proxy is installed
  • Navigate to your devices and printers 
  • Then right click on the printer that you wish to print on and click “See what’s printing”
  • Perform a check-in on the iPad and see if anything is added to the print queue

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  • If you do not see a print job, it means we first need to make the connection work between the iPad and the proxy. Please go to section 1 “Troubleshoot the connection between the iPad and the proxy”
  • If you see a print job, it means the iPad can communicate with the proxy (which is a good news) and that the issue occurs “after that”. Please go to section 2 “Troubleshoot the connection between the proxy and the printer”

 

The graph below shows the different checks you’ll need to perform depending on whether you saw a print job or not. You can print this graph and take it with you at the reception. All steps are detailed in the sections below.

Troubleshooting Print Welcome PUPP

1. Troubleshoot the connection between the iPad and the proxy

The print job does not appear in the printing queue when a visitor checks in on the iPad because “something” prevents the communication between the iPad and the proxy.

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Here are the troubleshooting steps:

1.1. Please make sure that the computer and the iPad are on the same network

Please make sure that the computer and the iPad are on the same network (most often the WiFi network).

 

1.2. Ensure you are using a Windows PC which is Windows 7 or higher

This setup does not work through any other Operating System.

 

1.3. Check if the proxy (Proxyclick Universal Print Proxy) is installed

look for the proxy Application icon in the Notification area (normally on the bottom right of your screen)

 

If you cannot locate the Proxyclick Print Proxy Icon you may not have it installed. In that case, please download it here first.

 

1.4. Check the print settings in the Dashboard

In the Proxyclick Dashboard, navigate to Settings > Badge and printer

Make sure that:

  1. the “IP address of PC” is correct. Then tap the save button.
  2. The correct printer is selected as shown below:

If your page looks different than the one shown above please contact us to change it for you.

If you do not know the IP address of the computer, please follow these steps.
If you see some printers but not the one you’re looking for, it may be because your printer is a network printer. It then needs to be set as a local printer.

Let’s now check the iPad: please go to Settings > Proxyclick and make sure the fields “Overwrite Printer IP address defined in dashboard” and “Printer name” are empty:

1.5. Check the communication from the proxy to the iPad

At this stage, if all previous checks are successful and Welcome still fails to print it is very likely due to “something” on the local company network preventing the communication between the iPad and the proxy.

Let’s first check the communication from the PC to the iPad.

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Start by noting down the IP address of the iPad. For this, please go to your iPad settings and click on your Wi-Fi network details.

P011

Then please note down the IP address.

P012

On the PC, open a command line and type “ping [IP address of the iPad]”.

  • If you see “request time out” it confirms there is a communication error on your company network preventing the iPad to communicate with the proxy. Please check with your internal IT team.

P013

  • If you see a message like this it means the iPad can successfully communicate with the PC.

P014

 

1.6. Check communication from iPad to proxy

If all previous checks are successful and the print job still does not appear in the queue of the printer, it is most likely between the iPad cannot communicate with the proxy.

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In order to validate this, you’ll need to download on the iPad a third party app called “Net Analyzer” ($3.99).

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Once installed, please perform the following actions:

  • Click on “Tools”, then on the plus sign at top right
  • In the address bar, enter the IP address of the PC (see 1.4 above if you do not know the IP address), then in tab “Ports” and sub-tab “All” enter “50080” twice. Then press “Start”

IMG_0116

 

This will check the communication between the iPad and the proxy.

  • If the result is green (see below) the communication between iPad and PC is OK

IMG_0115

  • If it is not green “something” on your local network (firewall?) prevents communication from iPad to the port. Please check with your IT colleagues

IMG_0114

 

2. Troubleshoot the connection between the proxy and the printer

The print job is correctly sent by the iPad to the proxy but then “something” prevents printing.

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Here are the troubleshooting steps

 

2.1. Check the printer is online

You’ll see this in “devices and printers” (see example below where the DYMO is grayed out and marked as “offline”)

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If your printer is offline, please switch it on. If it does not work please check with your IT.

 

2.2. Check for paper-related issues

Please verify you do not have any of these issues before proceeding further:

  • Paper jams
  • No paper in the printer
  • Paper not correctly installed or aligned in the printer

 

2.3. Ensure you’ve selected the right badge reference

This issue arises when there is a difference between the badge references selected in the driver and the references of the badge physically in the printer.

In order to check this, please perform the following steps

  • On the PC, look for the proxy Application icon in the Notification area (normally on the bottom right of your screen). Right-click on the icon to open the menu, then click on “Open Playground”

You’ll land on this page:

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  • Please click on “print”, and double-check the following items are correct:
    • Printer
    • Orientation
    • Media: this needs to be the reference of the badges physically in the printer. If not the case, the printing may not work
    • Horizontal and Vertical Alignment: for the majority of printers this is “Center” (e.g. Dymo Labelwriter, Brother QL820NW, etc.).

 

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Please contact us if you have any questions. We’re here to help!

 

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