Lexmark Print Management troubleshooting

Cannot log in to the web portal

Try one or more of the following:

Make sure that the user credentials are correct

If the Print Management server is configured to connect to an LDAP server, then use your LDAP user name and password.

If the Print Management server is configured to support multiple domains, then select a domain, and then type your user name and password.

Contact your LDAP administrator

Cannot find users

Make sure that there are no duplicate Print Release PINs in the Print Management Console

For more information, see PIN.

Cannot remove user information

Check where the error occurred

From the Queued for Erasure table, mouse over the pause icon in the Status column.

Manually delete the user information

From the Queued for Erasure table, click Verify in the Status column to check whether the deletion is successful.

Firmware failure [9yy.xx]

The firmware on the device needs to be updated.

Contact Lexmark Help Desk for more information on the latest firmware update.

An application error about a missing bean on the home screen

Restart the Lexmark Solutions Application Server service on the LDD server.

LDAP connection test failed

Try one or more of the following:

Make sure that the user name and password are correct

Make sure that the LDAP settings are correct

Make sure that the LDAP server is working correctly

An error has occurred after IP address change in LDD

In an enterprise environment, an error may occur when the following are installed in three different computers and their IP addresses change:

Try one or more of the following:

Make sure that the database server is configured correctly

  1. From your computer, navigate to the C:\ProgramFiles\Lexmark\Solutions\InstallHelper folder.

  2. Run Update-addr.bat, and then enter update-addr.bat –ip <DB_IPaddress>, where <DB_IPaddress> is the new database server IP address.

  3. From the Framework DB section, make sure that the LOADBALANCER and SERVER tables are blank.

Make sure that the load balancer server is configured correctly

  1. From your computer, navigate to the C:\ProgramFiles\Lexmark\Solutions\InstallHelper folder.

  2. Run lpm-update-address.bat, and then enter lpm-update-addr.bat –ip <LB_IPaddress>, where <LB_IPaddress> is the new load balancer server IP address.

  3. Stop all LDD services and Apache 3.

  4. From the registry, do either of the following:

    • For Firebird, update HKLM\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\ApacheAgent\Parameters\Start with Params [REG_MULTI_SZ] = "start <DB_IPaddress><LB_IPaddress> 9705 C:\Program Files\Lexmark\Solutions FIREBIRD"

    • For Microsoft SQL Server, update HKLM\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\ApacheAgent\Parameters\Start with Params [REG_MULTI_SZ] = "start <DB_IPaddress><LB_IPaddress> 9705 C:\Program Files\Lexmark\Solutions MSSQL"

    Where:

    • <DB_IPaddress> is the new database server IP address.

    • <LB_IPaddress> is the new load balancer server IP address.

  5. Navigate to the C:\ProgramFiles\Lexmark\Solutions\Apache2\conf folder, and then configure the following files:

    For httpd.conf

    • Listen <LB_IPaddress>:9780

    • ServerAdmin admin@<LB_IPaddress>

    • ServerName <LB_IPaddress>:9780

    • <VirtualHost <LB_IPaddress>:9780

    For httpd-lpm-airprint-config-extension.conf

    • Listen <LB_IPaddress>:631

    • <VirtualHost <LB_IPaddress>:631

    For httpd-lpm-redirect.conf

    • RedirectMatch "^/printrelease/(.*)" https://<LB_IPaddress>/printrelease/$1

    • RedirectMatch "^/lpm/(.*)" https://<LB_IPaddress>/lpm/$1

    • RedirectMatch "^/idm/(.*)" https://<LB_IPaddress>/idm/$1

    • RedirectMatch "^/mfpauth/(.*)" https://<LB_IPaddress>/mfpauth/$1

    • RedirectMatch "^/email/(.*)" https://<LB_IPaddress>/email/$1

    • RedirectMatch "^/mobile/(.*)" https://<LB_IPaddress>/mobile/$1

    For openssl_ldd.conf

    update commonName_default = <LB_Server>

    Where:

    • <LB_IPaddress> is the new load balancer server IP address.

    • <LB_Server> is the new load balancer server.

Make sure that the application server is configured correctly

  1. From your computer, navigate to the C:\ProgramFiles\Lexmark\Solutions\InstallHelper folder.

  2. Run lpm-update-address.bat, and then enter lpm-update-addr.bat –ip <LB_IPaddress>, where <LB_IPaddress> is the new load balancer server IP address.

  3. Navigate to the C:/Program Files/Lexmark/Solutions/apps/wf-ldss/WEB-INF/classes/adaptor.properties file, and then update the following:

    • adaptor.canonicalhostname=<LB_IPaddress>

    • adaptor.address=<LB_IPaddress>

    • centralwebdav.canonicalhostname=<LB_IPaddress>

    Where <LB_IPaddress> is the new load balancer server IP address.

  4. Navigate to the C:/Program Files/Lexmark/Solutions/apps/wf-ldss/WEB-INF/classes/dbProduct.properties file, and then update the following:

    database.hostname=<DB_IPaddress>

    Where <DB_IPaddress> is the new database server IP address.

  5. Navigate to the C:/Program Files/Lexmark/Solutions/apps/wf-ldss/lmc.url file, and then update the following:

    URL=http://<LB_IPaddress>:9780/lmc

    Where <LB_IPaddress> is the new load balancer server IP address.

  6. Navigate to the C:/Program Files/Lexmark/Solutions/apps/printrelease/ folder, and then configure the following files:

    database.properties

    • database.FRAMEWORK.connect=jdbc:firebirdsql:<DB_IPaddress>/3050:FRAMEWORK

    • database.WEBAPP.connect=jdbc:firebirdsql:<DB_IPaddress>/3050:SOLUTIONINFO

    • database.PRINTRELEASE.connect=jdbc:firebirdsql:<DB_IPaddress>/3050:SOLUTIONINFO

    • database.PRINTRELEASE.driverUrl=jdbc:firebirdsql:<DB_IPaddress>/3050:

    • database.PRINTTRACK.connect=jdbc:firebirdsql:<DB_IPaddress>/3050:SOLUTIONINFO

    • database.PRINTTRACK.driverUrl=jdbc:firebirdsql:<DB_IPaddress>/3050:

    • database.BADGE.connect=jdbc:firebirdsql:<DB_IPaddress>/3050:SOLUTIONINFO

    • database.BADGE.driverUrl=jdbc:firebirdsql:<DB_IPaddress>/3050:

    • database.PIN.connect=jdbc:firebirdsql:<DB_IPaddress>/3050:SOLUTIONINFO

    • database.PIN.driverUrl=jdbc:firebirdsql:<DB_IPaddress>/3050:

    • database.STATS.connect=jdbc:firebirdsql:<DB_IPaddress>/3050:SOLUTIONINFO

    • database.STATS.driverUrl=jdbc:firebirdsql:<DB_IPaddress>/3050:update loadbalancer=http://<LB_IPaddress>:9780

    ldss.properties

    loadbalancer=http://<LB_IPaddress>:9780

    Where:

    • <DB_IPaddress> is the new database server IP address.

    • <LB_IPaddress> is the new load balancer server IP address.

  7. Navigate to the C:/Program Files/Lexmark/Solutions/apps/printrelease/idm folder, and then configure the following files:

    idm-production-config,properties

    idm.lddLoadBalancer=<LB_IPaddress>

    database-production-config.properties

    • dataSource.url=<DB_IPaddress>

    • dataSource_webapp.url=<DB_IPaddress>

    Where:

    • <DB_IPaddress> is the new database server IP address.

    • <LB_IPaddress> is the new load balancer server IP address.

  8. Navigate to the C:/Program Files/Lexmark/Solutions/apps/printrelease/lpm folder, and then configure the following files:

    app-production-config.properties

    • lddMobile.lddLoadBalancer=<LB_IPaddress>

    • jms.broker.url=<LB_IPaddress>

    database-production-config.properties

    • dataSource.url=<DB_IPaddress>

    • dataSource_secondary.url=<DB_IPaddress>

    webdav-production-config.properties

    webdav.baseUri=<LB_IPaddress>

    Where:

    • <DB_IPaddress> is the new database server IP address.

    • <LB_IPaddress> is the new load balancer server IP address.

  9. Navigate to the C:/Program Files/Lexmark/Solutions/apps/printrelease/mfpauth file, and then update the following:

    jdbc.url=<DB_IPaddress>

    Where <DB_IPaddress> is the new database server IP address.

  10. Stop all LDD and LPM services.

Cannot connect to database

If the connection to the database is tested during installation, then try one or more of the following:

Make sure that the database configuration is correct

Check the following settings:

Make sure that the user name has permission to view role membership

Make sure that the Java Database Connectivity driver is installed

Make sure that the user name role has read and write access

Make sure that the user name in the Microsoft SQL Server is mapped to the database specified in the Database Name field

Make sure that the database server is working correctly

Profile server is not responding

Make sure that all required Lexmark services on the LDD load balancer are running

  1. From the LDD load balancer, navigate to:

    Settings > Control Panel > Administrative Tools > Services

  2. Make sure that the following services are in a Started state:

    • Firebird Server - Default Instance

    • Lexmark Solutions Backup and Restore Agent

    • Apache2

    • Lexmark Solutions Apache Agent

    • Lexmark Solutions Web (or Protocol)

    • Adaptor

    • Lexmark Solutions License Manager

Make sure that Lexmark Solutions Application Server is running

Restart the Lexmark Solutions Application Server service on the LDD server.

LDSS server is busy

Try one or more of the following:

Make sure that the LDD server is online

For more information, see Changing the status of the server.

Make sure that the printer is discovered in Lexmark Management Console

For more information, see Adding printers to a device group.

Make sure that the printer is licensed

Make sure that the policies are updated

Perform a policy update when the server or printer IP address has changed. For more information, see the Lexmark Document Distributor Administrator’s Guide.

Unable to add new devices using LMC

Make sure that your printer has sufficient licenses

  1. From LMC, click the System tab, and then select Licenses.

  2. Check if the licenses of your printer are added on the server and are not expired.

    Note: If you have not purchased licenses or if the licenses are expired, then contact your Lexmark Technical Program Manager.

“Out of Policy” error message still appears even after multiple tries to update the policy

The licenses may not be configured to allow the number of devices in the group. Contact your Lexmark Technical Program Manager to determine the number of printers for which licensing was purchased.

“Unsupported Device” error message appears when installing a badge reader to the printer

Make sure that the appropriate driver is installed on the printer

If you do not know the driver that is required, then check another working printer in the environment or contact Lexmark Help Desk.

“Unable to Read Badge Data” error message appears when swiping the badge

Make sure the badge reader has the correct configuration file

If you do not know the required configuration file, then check another working printer in your environment or contact Lexmark Help Desk.

An error has occurred when swiping the badge

Make sure that the badge ID is registered to the Print Management Console

For more information, see Badge.

Restart the printer

The card reader may be having issues that require the printer to be restarted.

Print jobs submitted by the users do not appear in the print queue

Try one or more of the following:

Make sure that the user credentials are correct

If the Print Management server is configured to connect to an LDAP server, then use your LDAP user name and password.

If the Print Management server is configured to support multiple domain, then select a domain, and then type your user name and password.

For Microsoft Windows operating system, make sure that the Lexmark Universal Print Driver of your shared printer is installed on your computer and that the port is configured to the Print Management server

For more information, contact Lexmark Help Desk.

For Mac OS operating system software, make sure that the generic print driver is installed on your computer

For more information, contact Lexmark Help Desk.

Make sure that the document name and the user ID are correct and that the user is not logged in using a different user ID when printing

For more information, see Print and Reprint Queues.

Make sure that the badge ID is registered to the correct user ID

For more information, see Badge.

Page count is inaccurate

Make sure that the print jobs are not sent until they are finished spooling

  1. From the printer folder, right-click your printer, and then click Printer properties or Properties.

  2. Click the Advanced tab, and then select the following check boxes:

    • Spool print documents so program finishes printing faster.

    • Start printing after last page is spooled.

  3. Click OK.

Note: Print Management page count tracking is for trending purposes only and is not designed for billing.

Cannot send jobs using e-mail

Make sure that EmailWatcher is installed

When you upgrade from LPM version 2.3.15 or earlier, the LDD installer removes EmailWatcher. To install EmailWatcher, run the LPM installer, and then select the e-mail component. For more information on installing LPM using a backup, see Installing LPM using a backup file.

An error occurs when updating policies

An error may occur when updating the policy for printers with keyboard reader, OmniKey, BadgeAuth2, or AP Bundle installed.

Increase the Timeout per device value

  1. From Lexmark Management Console, click the Services tab.

  2. From the Services section, select PolicyUpdate.

  3. In the Timeout per device field, enter 600.

  4. Click Apply.

An error occurs when deploying eSF applications

Increase the Timeout value

  1. From the LDD server, navigate to the C:\ProgramFiles\Lexmark\Solutions\apps\cdcl-rest-wrapper\WEB-INF\classes\META-INF folder.

  2. Using a text editor, open the client_provided.properties file.

  3. Add the cdcl.ws.readTimeout=60000 line.

    Sample code
    webservice.caesar2.clientId=LDDcdcl.ws.readTimeout=60000
millisecondshttp.timeout=30000

  4. Save the file.

  5. Restart the Lexmark Solutions Application Server service.

  6. Update the policy.

An error occurs when saving long DBCS characters

Make sure that the characters do not exceed the maximum number

The following are the maximum number of characters for each database:

Reports are showing duplicate entries

Try one or more of the following:

Make sure that only one Lexmark Reports Aggregator Service is running

Stop other instances of the Reports Aggregator service in other load balancers.

Make sure that Device Usage and Print Release are configured correctly

Make sure that Device Usage and Print Release are not tracking simultaneously

If Device Usage is used to track print jobs, then from the Print Release application, in the Use Device Usage for Print Stats setting, select Yes.