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Troubleshooting Tips for Galley Solutions Label Printing with Loftware – Reference Article

Target Audience: Advanced User, IT Manager

Article #: 15611

Summary

This reference article provides some troubleshooting tips to help diagnose and fix labeling related problems.

Overview

Galley Solutions, integrated with Loftware Cloud, offers several different options for label printing architecture. The two most common include:

Cloud Printing (aka IoT printing)
LAN Printing

The client may opt to use one or both options at the same time. Printing direct to a Cloud Printer is easier to support and maintain. But this option requires a printer that can pull down label jobs from the Internet (aka IoT registered device). For printers that do not support cloud printing technology, the Print to any printer within a network will work in most cases. Our EBI Insights article on Planning Your Loftware Integration with Galley Solutions provides some valuable information if you are planning your implementation or expanding an existing implementation.

Troubleshooting Tips

Start with the End in Mind

In general, I always recommend starting at the end of the printing system first. Then, after you check each stage, you work your way backwards to the start. For these printing systems, that typically means checking the condition of the printer itself.

Step #1 – Check the Printer

What is the general condition of the printer?

Is the printer on and in ‘on-line’ or ‘ready’ status?
Is the printer successfully connected to the network?
Can you print a test page from the printer’s front panel?

Step #2 – Check Direct Printing

Can a PC print directly to the printer?

Can a test page be printed from the printer driver?
Can a test page be printed from Windows Notepad?
Can a test label be printed from Loftware Designer?

Step #3 (only for LAN Printing) – Check Loftware Proxy and Print Services

Are the Loftware Services (Proxy and Print) running?

Check Windows Services for Loftware Proxy Service and Loftware Print Service
If they are not running, two common reasons include:
- Software conflict – Check if Antivirus is quarantining internet-based content, blocking access to the Internet, or a Windows Update changed the environment.
- Account Access – Verify the “Log on as” account is valid. Often the user account assigned to the service no longer owns required access privileges or is affected by group policy.

Step #4 – Check print from Loftware Cloud

Can labels be printed from Loftware Cloud?

Right-click and print a label stored in Loftware Cloud.
If no label physically prints, check History for label print status.

Step #5 – Check the Status of Loftware Cloud and Printers

Is Loftware Cloud operational and what does it tell us about printer status?

Check the Loftware Cloud status page: Loftware Cloud Status – Incident History
Log into your Loftware Cloud instance and check for the printer status
While logged into your Loftware Cloud, check print history

Step #6 – Check the Status of Galley Solutions

Is the printer correctly configured for the recipe?

If you need further assistance, please contact us.

Other Helpful Links:

https://support.galleysolutions.com/troubleshooting-guide-for-printing

https://support.galleysolutions.com/get-started-with-loftware-cloud-integration

Author

Dave Klement

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