Installation or update issues when using Printer Configuration Agent application for CFM

Issue description

After updating eSF applications on a printer, the printer may become unresponsive. There are several ways of identifying this issue.

From the Fleet Management portal:

The issue is present if either is seen.

• Printer is not shown in Fleet Management portal.
• Printer's Activity Status is ‘Not polling'.

From the Task tab in the Fleet Management portal:

The issue is present if either is seen.

• An “Update agent version” task is shown as “Pending” in the Current Running Tasks list 24 hours after the update task was posted.
• Clicking on the Task Id will show the printers assigned the update task.
• An ‘Update agent version’ task is shown in the Completed Tasks list with an error.
• Clicking on the Task Id will show the task completion status of each printer’s update task.

From the Printer Details page in the Fleet Management portal:

The issue is present if either is seen.

• Last Polled: date and time is over 24 hours ago.
• Installed Applications: list shows the version of the Printer Configuration Agent less than v2.1.20 or its status as ‘Stopped’.

From the Printer’s Embedded Web Server (EWS):

The issue is present if any of these are seen.

• The list of installed eSF applications does not show the Printer Configuration Agent or shows the Printer Configuration Agent’s version as less than v2.1.20 or its status is Stopped.
• The status of installed eSF applications that should be running are shown as Stopped or Disabled or no eSF applications are shown.
• If the printer’s EWS has this section under Setting > Security and the user account, Lexmark_PCA_User, used by PCA is not present.
• When the Printer Configuration Agent application is launched it shows that the printer is unenrolled.

Solution

Before continuing, please ensure the following:

• The printer is on-line and in the Ready state with no unresolved errors, such as paper jams or incorrect e-mail configuration.
• The printer’s firmware is updated to the latest recommended version.
• The printer’s date and time are configured correctly.
• The printer is not in active use.

Check the status of the Print Configuration Agent on the printer

• Power cycle the printer.
• Wait at least two polling intervals after the printer restarts and then check the printer’s polling status on the Fleet Management portal.
• If the printer is polling, no further action is required.
• If the printer is not polling, verify that the Print Configuration Agent (PCA) is enabled or running by checking the printer’s embedded web server (EWS) page.
• If it is not running, enable or start it. If it does not start, contact the TSC.
• If the PCA was initially running or is now running after being restarted, verify that the version of the PCA version is v2.1.20 or greater.
• If the PCA’s version is v2.1.20 or greater, open the PCA application on the printer and click the <Poll Now> button. Check the printer’s polling status on the Fleet Management portal. If the printer is polling, no further action is required.
• If the PCA version is less than v2.1.20 or the printer is not polling, re-enroll the printer.
• Once the re-enrollment has completed, verify that the PCA is enabled or running.
• If it is not running, enable or start it. If it does not start, contact the TSC.
• If PCA is running, wait at least two polling cycles or open the PCA application on the printer’s EWS and click the <Poll Now> button. Check the printer’s polling status in the Fleet Management portal. If the printer is polling, no further action is required.
• If the printer is not polling contact the TSC.

Check the printer polling status on the Cloud Fleet Management portal

• Check the printer’s Printer Details page on the Fleet Management portal to see if the printer has polled in the last 24 hours.
• If the printer has not polled within the last 24 hours, the status of the Print Configuration Agent on the printer needs to be checked.
• If the printer has polled within the last 24 hours, verify that the version of the Print Configuration Agent (PCA) is v2.1.20 or greater. The PCA version can be found in the list of Installed Applications on the Printer Details page.
• If the PCA’s versions is v2.1.20 or greater, the printer has been successfully updated and connected with Cloud Fleet Management. No further actions are required.
• If the PCA version is lower than v2.1.20, click the <Refresh Printer Information> button on the Printer Details page on the Fleet Management portal. Wait at least two polling intervals to see if the PCA’s version updates in the list of Installed Applications.
• If the PCA’s versions is v2.1.20 or greater, the printer has been successfully updated and connected with Cloud Fleet Management. No further actions are required.
• If the PCA’s versions is less than v2.1.20, the status of the Print Configuration Agent on the printer needs to be checked.
• Click the <Refresh Printer Information> button on the Printer Details page. Monitor the Event History log for the status of Refresh printer information task.
• If it fails, check the printer for the Lexmark_PCA_user account. Re-enroll the device if the account is not present.