Troubleshoot Printing Issues

If you experience issues connecting your printer to Instant ID as a Service, refer to the topics on this page to help resolve the issue. If you experience an issue that is not described on this page or the content here does not help resolve the issue, contact Entrust Technical Support.

Adding the Printer Fails

When adding the printer to Instant ID as a Service for management fails. The Add Printer function displays an error indicating that Instant ID as a Service failed to add the printer.

Cause Solutions
The Device ID is incorrect. Using the LCD menu or Printer Dashboard, verify that the Device ID entered in Instant ID as a Service matches.
The Printer is not configured for cloud printing. Follow the instructions in Enable Cloud Printing to configure the printer for cloud printing.
The printer is not connected to the internet.
  • Check the internet connection of the printer. Follow the instructions in Enable Cloud Printing to connect the printer to the internet.
  • Verify that the internet connection to the printer location is viable.
The user is connected to the wrong Instant ID as a Service region. Use the Printer Dashboard or LCD menu to verify that the printer is configured to the same Instant ID as a Service region that you are connected to.
Duplicate printers have been added. If a printer is duplicated by adding it more than once or by adding the same printer with a different name, an error message reading "Your printer is already registered" displays. In this case, both printer registrations must be deleted from existing tenants and the printer must be re-onboarded or re-registered one time. Refer to Add Printers for details.

The Printer Fails to Print a Card

When printing a test card or credential from enrollment and the printer fails to produce a credential, there are manu possible causes for this issue.

Cause Solutions
The printer is off.
  • Start the printer.
  • Ensure that the printer is in a "Ready" state.
A print ribbon is not installed in the printer.
  • Install a print ribbon.
  • Ensure that the printer is in a "Ready" state.
The connection between the printer and Instant ID as a Service is broken.
  • Ensure that the printer is connected to the internet.
  • Ensure that the printer is on, in the "Ready" state, and the cloud icon shows that the printer is cloud-ready. Non-Sigma printers show a plus icon.
  • Ensure that the printer is connected to the same region that you are connected to Instant ID as a Service.
  • Ensure that TCP port 8883 is open on the network hosting the printer.

The Printer is no Longer Visible in Instant ID as a Service

If a printer previously managed by Instant ID as a Service is no longer visible to you, follow these steps to resolve the issue.

Cause Solutions
The current user no longer has access to that printer.
  • Work with your Instant ID as a Service administrator to grant your user access.
  • Grant your user access to the printer.
A user deleted the printer from Instant ID as a Service. Add the printer back to Instant ID as a Service. For instructions, refer to Add Printers.

CD and SD Legacy Printers Fail to Onboard to Instant ID as a Service

If CD and SD legacy printers fail to onboard to Instant ID as a Service, issues with the updating the printer details may occur.

Cause Solution
The printer clock for CD or SD legacy printers is out of sync.

Follow the instructions in Configure CD and SD Legacy Printers for Cloud Printing to use the Cloud Ready Utility.

Note: If issues continue, contact Entrust Customer Support for assistance.