The printer information that appears in the CFM Portal is not current

Issue description

Even though the printer’s “Activity status” shows “On schedule”:

• The "Printer information current as of” time on the printer details page in the Cloud Fleet Management (CFM) portal is over 48 hours ago.
• The printer does not respond to task requests made from within the CFM portal. Click here to see sample image.

To verify that the condition exists:

1. From the printer details page in the CFM portal, manually update the printer’s information by clicking the “Refresh printer information” button.



2. The “Deployment status” of the “Refresh printer information” entry in the Event History table will initially show “Pending”.



3. Wait at least one polling interval.



4. If the “Deployment status” of the “Refresh printer information” entry in the Event History table:

   • Changes to “Completed”, the issue no longer exists. The printer was likely offline when the daily task was created but is now back online. Monitor periodically for reoccurrences.
   • Continues to show “Pending” after several polling intervals or changes to “Failed” and the printer is still “On schedule”, the printer is unable to respond to tasks. Steps to resolve the issue are found in the Solutions section.

Solution

1. A configuration file has been deployed to the printer that has corrupted the internal account used by the Printer Configuration Agent.



2. The permissions or function access controls on the printer have be changed and are preventing the Printer Configuration Agent from responding to CFM requests. The following “Printer permissions and user accounts” sections detail the permission and function access control settings required for each model family.

   • Printer permissions and user accounts
   • xref_e-Task_xref

Printer permissions and user accounts:

If the Public permission have been restricted, embedded web server EWS login credentials must be provided in the Printer Enrollment Tool during the device enrollment process. The following permissions must be enabled in either the Public or All Users permissions groups. Failure to enable these permissions will cause the enrollment to fail.

Access Controls Menu Section	Access Controls to Enable
Administration Menus	Security Menu
Device Management	Remote Management

Open printers:

On printers that do not have their EWS secured with login credentials, the following permissions must be enabled under the Public permissions group. Failure to enable these permissions will cause the enrollment to fail.

Access Controls Menu Section	Access Controls to Enable
Administration Menus	Security Menu
Device Management	Remote Management

Lexmark_PCA_User account

When the PCA is installed on an eTask v5 and later printer, a Lexmark_PCA_Useraccount and an Admin group are created. This account is used to process requests from CFM.

Note:  The Lexmark_PCA_User account and the Admin group must not be changes or modified. Changing them after enrollment will prevent the printer from processing CFM requests.

If any of the following have occurred after the printer is enrolled, CFM functionality may be restored without re-enrolling the printer.

Action	Resolution
Lexmark_PCA_User account has been deleted.	Recreate the Lexmark_PCA_User account. Open the Printer Configuration Agent application. Click Test Agent Connection Click Update Credentials and the Lexmark_PCA_User.
Lexmark_PCA_User account name has been changed.	Reset the account name to: Lexmark_PCA_User.
Lexmark_PCA_User account's password has been changed.	Open the Printer Configuration Agent application. Click Test Agent Connection Click Update Credentials and enter the password for the Lexmark_PCA_User account.
Admin group has been deleted.	Recreate the Admin group with all permissions enabled. Assign the recreated Admin group with the Lexmark_PCA_User account.
Admin Group Permissions have been changed.	Reenable all permission under the Admin group.
Lexmark_PCA_User account removed from the Admin group.	Reassign the Lexmark_PCA_User to the Admin group.

LEGACY ID: SO8856

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