Try one or more of the following:
Make sure a license is installed for each server during installation. For more information about activating licenses, see Obtaining licenses. For more information about adding licenses after installation, see Adding licenses to an existing server.
Check your proxy, firewall, and other network settings across the LDD system to make sure communication is allowed among components.
Uninstall and reinstall the problem server making sure to enter correct addresses for the database and load balancer. Note that when the server is installed on the same computer as the database and the load balancer, the fully qualified domain name of the computer must still be used, not localhost or the loopback address ().
Make sure the correct address is used for the database when installing the load balancer. Note that when the load balancer is installed on the same computer as the database, the fully qualified domain name of the computer must still be used, not localhost or the loopback address (). If the address is specified incorrectly, then uninstall and reinstall the load balancer and all servers.
| Note: Multiple non-communicating servers may impact system performance. If you do not expect a non-communicating server to quickly reestablish communication, then you should remove it. To remove a server that is not communicating, select the check box beside it in the table, and then click Remove Server(s). |
Try one or more of the following:
Make sure the correct address is used for the database and load balancer when installing servers. Note that when the server is installed on the same computer as the database and the load balancer, the fully qualified domain name of the computer must still be used, not localhost or the loopback address (). If the address is specified incorrectly, then uninstall and reinstall the applicable servers.
Make sure the correct address is used for the database when installing the load balancer. Note that when the load balancer is installed on the same computer as the database, the fully qualified domain name of the computer must still be used, not localhost or the loopback address (). If the address is specified incorrectly, then uninstall and reinstall the load balancer and all servers.
Try one or more of the following:
Make sure that the system has been running long enough for all services to start. It may take several minutes to start all services when the LDD system is first booted. If the system was recently booted, then wait a few minutes, and then try again.
Make sure that the LDD system and all servers are online:
Log in to LMC.
Click the System tab.
If necessary, select System Status from the System list.
Look in the Status column for offline servers, and set servers online as necessary. For more information, see Viewing and changing server status.
Make sure that the solution you are attempting to access exists in the system and has been properly deployed to a device group containing the printer:
Log in to LMC.
Click the Solutions tab.
Select the solution that you are trying to access from the printer.
If the solution does not appear, then install the solution. For more information, see Uploading solutions to the LDD system.
If necessary, select the Summary task.
Make sure that a device group that contains the printer appears beside Device Groups in the Summary section.
If no device group containing the printer appears, then make sure that the printer is added to a device group. Deploy the solution to that device group. For more information, see Deploying solutions to a device group.
Perform a policy update. For more information, see Updating policies for device groups.
Make sure that the correct version of the AP Bundle is installed.
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do one of the following:
For e-Task 5 printers, click Apps.
For e-Task 4 printers, click Apps > Apps Management.
For e-Task 3 printers, click Settings > Device Solutions > Solutions (eSF).
For e-Task, e-Task 2, or e-Task 2+ printers, click Settings > Embedded Solutions.
Make sure that the first two segments of the version number beside AP Bundle match the version number of the LDD system. For version 4.6, the version of the AP Bundle must be 4.6.x.
If the version numbers do not match, then do the following:
Make sure that the printer access controls are not preventing policy updates from working correctly:
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do either of the following:
For e-Task 5 printers, click Settings > Security > Login Methods.
From the Public section, click Manage Permissions > Device Management > Firmware Updates.
For e-Task, e-Task 2, e-Task 2+, e-Task 3, or e-Task 4 printers, click Settings > Security > Security Setup > Access Controls > Management, and then set Firmware Updates to No Security.
Click Submit.
In LMC, perform a policy update. For more information, see Updating policies for device groups.
or
Install the AP Bundle manually:
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do one of the following:
For e-Task 5 printers, click Apps > Installed Apps > Install an app.
For e-Task 4 printers, click Settings > Apps > Apps Management > Install a New App.
For e-Task 3 printers, click Settings > Device Solutions > Solutions (eSF) > Install.
For e-Task, e-Task 2, or e-Task 2+ printers, click Settings > Embedded Solutions > Install.
Locate and select the file ap.fls in the folder “\Lexmark\Solutions\apps\wf-ldss\firmware\” where an LDD server is installed, and then click Open. Depending on your printer model, click either Install or Start Install.
Review the Embedded Solutions diagnostic log to make sure that the printer can resolve the server host name. For more information, see Viewing the Embedded Solutions diagnostic log.
Check your proxy, firewall, and other network settings on LDD components to make sure that all necessary communication is allowed.
Make sure to synchronize the time on all computers used in the LDD system before installing LDD components.
If the time is not synchronized, then do the following:
Uninstall all components.
Synchronize the time on all computers using an NTP server.
Reinstall all components.
Make sure that the date and time on the printer, LDD server, and KDC server are correct and synchronized.
To log Kerberos debug messages from the Java Virtual Machine on each server, add the line to the Windows registry key HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Procrun 2.0\Tomcat7\Parameters\Java\Options.
For 64-bit Windows operating systems such as Windows Server 2008 R2 x64, the registry path is HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\Tomcat7\Parameters\Java\Options.
| Note: Do not delete the existing contents of the registry key. |
| Warning—Potential Damage: Incorrectly editing the Windows registry may damage your Windows installation and result in an unusable system. Make sure that you understand how to make the required changes. We recommend backing up the registry before making any changes. |
Debug messages are logged in the file tomcat7-stdout.yyyy-mm-dd.log in the \Lexmark\Solutions\tomcat\logs\ folder where the LDD server is installed.
Try one or more of the following:
From the printer control panel, refresh the home screen by moving to another screen and then returning to the home screen.
If the home screen has multiple pages available, then make sure that the icon does not appear on other pages.
If the profile is available in the App Profiles menu or the Held Jobs menu and its icon is missing, then customize the home screen correctly.
From LMC, click the Device Groups tab.
Select a device group from the Device Groups list.
Select Home Screen from the Tasks list.
Click the device class tab that matches the device class of the printer.
For more information on device classes, see Supported printers.
Select Use this home screen as part of the device groups policy.
Select a layout other that the default, and make sure that the profile has been assigned to a button.
For more information on customizing the home screen, see Customizing the home screen for a device group.
If the profile does not appear in the App Profiles menu or the Held Jobs menu, then set up the device groups correctly and update the policies.
Make sure that the solution has been deployed properly to a device group containing the printer.
For more information, see Deploying solutions to a device group.
Perform a policy update. For more information, see Updating policies for device groups.
For e-Task 2+, e-Task 3, e-Task 4, and e-Task 5 printers, make sure that the missing icon is enabled in the printer settings:
| Note: For a list of printers, see Supported printers. |
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do either of the following:
For e-Task 5 printers, click Settings > Device > Visible Home Screen Icons.
For e-Task 2+, e-Task 3, or e-Task 4 printers, click Settings > General Settings > Home screen customization.
Select the item that corresponds to the missing icon, and then click Save or Submit.
Make sure that the printer access controls are not preventing policy updates from working correctly.
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do either of the following:
For e-Task 5 printers, click Settings > Security > Login Methods.
From the Public section, click Manage Permissions, expand Function Access and Device Management, and then select Create Profiles and Remote Management.
For e-Task, e-Task 2, e-Task 2+, e-Task 3, or e-Task 4 printers, click Settings > Security > Security Setup > Access Controls.
Expand Management and Function Access, and then set the Remote Management setting and the Create Profiles or Use Profiles setting to No Security.
Click Submit.
In LMC, perform a policy update. For more information, see Updating policies for device groups.
If you are using custom icons, then use smaller files.
Make sure that your printer has the latest firmware updates. For more information, contact Lexmark Professional Services.
After a policy update, the printer remains marked “Out of Policy,” and the system log contains the message .
Try any of the following:
If the printer uses a basic security template with a password or PIN, then configure the device security service for the printer. For more information, see Configuring device security.
Make sure that the printer access controls are not preventing policy updates from working correctly.
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do either of the following:
For e-Task 5 printers, click Settings > Security > Login Methods.
From the Public section, click Manage Permissions, expand Function Access and Device Management, and then select Create Profiles and Remote Management.
For e-Task, e-Task 2, e-Task 2+, e-Task 3, or e-Task 4 printers, click Settings > Security > Security Setup > Access Controls.
Expand Management and Function Access, and then set the Remote Management setting and the Create Profiles or Use Profiles setting to No Security.
Click Submit.
In LMC, perform a policy update. For information, see Updating policies for device groups.
If the AP Bundle is not installed or running, then the printer appears to be in policy after a policy update. The printer may return to the home screen only when you attempt to execute an LDD profile.
Try one or more of the following:
Determine whether the AP Bundle is installed correctly:
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do one of the following:
For e-Task 5 printers, click Apps.
For e-Task 4 printers, click Apps > Apps Management.
For e-Task 3 printers, click Settings > Device Solutions > Solutions (eSF).
For e-Task, e-Task 2, or e-Task 2+ printers, click Settings > Embedded Solutions.
If the AP Bundle does not appear in the list of installed solutions, then continue with the troubleshooting procedure.
| Note: If the AP Bundle is already installed, then make sure that it is in a running state. Otherwise, the problem may be with the solution itself. Contact your solution provider for assistance. |
If the printer uses a basic security template with a password or PIN, then configure the device security service for the printer. For more information, see Configuring device security.
Make sure that the printer access controls are not preventing policy updates from working correctly:
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do either of the following:
For e-Task 5 printers, click Settings > Security > Login Methods.
From the Public section, click Manage Permissions > Device Management > Firmware Updates.
For e-Task, e-Task 2, e-Task 2+, e-Task 3, or e-Task 4 printers, click Settings > Security > Security Setup > Access Controls > Management, and then set Firmware Updates to No Security.
Click Submit.
In LMC, perform a policy update. For more information, see Updating policies for device groups.
or
Install the AP Bundle manually:
Obtain the printer IP address. Do one of the following:
Location the IP address on the top or upper-left corner of the printer home screen.
View the IP address in the Network Overview section or TCP/IP section of the Network/Ports menu.
Open a Web browser, and then type the printer IP address.
From the Embedded Web Server, do one of the following:
For e-Task 5 printers, click Apps > Installed Apps > Install an app.
For e-Task 4 printers, click Settings > Apps > Apps Management > Install a New App.
For e-Task 3 printers, click Settings > Device Solutions > Solutions (eSF) > Install.
For e-Task, e-Task 2, or e-Task 2+ printers, click Settings > Embedded Solutions > Install.
Locate and select the file ap.fls in the folder “\Lexmark\Solutions\apps\wf-ldss\firmware\” where an LDD server is installed, and then click Open. Depending on your printer model, click either Install or Start Install.
If the network connection is lost on some printers, then the solution may stop responding.
Make sure the network cable is plugged into the printer and into the appropriate network outlet.
Wait a few minutes to see if the network connection returns, and then access the solution.
If the solution does not continue, then do the following:
Turn off the printer.
Wait a few seconds, and then turn the printer on.
Check the printer network settings and the status of the network. For more information, see the documentation that came with the printer. For help with your local network, contact your network administrator.