The printer is not communicating with the agent
Try one or more of the following:
Make sure that the printer is connected to the network
Make sure that the printer is not enrolled in another organization
Unenroll the printer from the organization, and then enroll it again in the organization where you want it to be managed.
Make sure that the Printer Agent is installed and running
Do either of the following:
- If the Printer Agent is not installed, then enroll the printer using the Printer Enrollment Tool.
- If the Printer Agent is stopped or disabled, restart or enable it in the Embedded Web Server.
Make sure that the printer network settings are updated
Access the Embedded Web Server.
Depending on your printer model, click Applications or Apps.
Click Printer Configuration Agent > Test Agent Connection.
- If the Test Agent Configuration button is missing, then enroll the printer again using the Printer Enrollment Tool.
- If a Connection Failed! dialog with printer login error appears, then update the printer login credentials. Click Update Credentials, and then provide the printer administrator credentials.
- If a Connection Failed! dialog with Internet connection error appears, then the printer network settings do not match the user network settings.
If a firewall is in place, then make sure that the Lexmark Cloud Services domains are allowed to use port 443
The domains depend on the Lexmark Cloud Services data center. To determine the data center for your organization, use the web address of the login screen. For more information, see the Lexmark Cloud Services New and Changed Functionality document.
North American Data Center—The web address of the login screen starts with https:\\idp.us.iss.lexmark.com.
- apis.iss.lexmark.com
- us.iss.lexmark.com
- iss.lexmark.com
- idp.us.iss.lexmark.com
- api.us.iss.lexmark.com
- apis.us.iss.lexmark.com
- lexmarkb2c.b2clogin.com
- b2ccustomizationsprodsa.blob.core.windows.net
- ccs.lexmark.com
- ccs-cdn.lexmark.com
- prod-lex-cloud-iot.azure-devices.net
- global.azure-devices-provisioning.net
- login.microsoftonline.com
- lpm.us.iss.lexmark.com
- prodlexcloudk8s239.blob.core.windows.net
- prodlexcloudk8s19.blob.core.windows.net
European Data Center—The web address of the login screen starts with https:\\idp.eu.iss.lexmark.com.
- apis.iss.lexmark.com
- eu.iss.lexmark.com
- iss.lexmark.com
- idp.eu.iss.lexmark.com
- api.eu.iss.lexmark.com
- apis.eu.iss.lexmark.com
- lexmarkb2ceu.b2clogin.com
- lexmarkb2c.b2clogin.com
- b2ccustomizationsprodsa.blob.core.windows.net
- ccs.lexmark.com
- ccs-cdn.lexmark.com
- prod-westeu-lex-cloud-iot.azure-devices.net
- prod-lex-cloud-iot.azure-devices.net
- global.azure-devices-provisioning.net
- login.microsoftonline.com
- lpm.eu.iss.lexmark.com
- prodwesteulexcloudk8s54.blob.core.windows.net
- prodwesteulexcloudk8s199.blob.core.windows.net
Make sure that sufficient access controls are enabled
For printers with eSF version 5.0 or later, the Lexmark_PCA_User account must have access to the Administrative Menus access control.
For printers with eSF versions 3.0 and 4.0, the Lexmark_PCA_User account must have to the following access controls:
| eSF version | Access Controls group | Access Control settings |
|---|
eSF versions 3.0 and 4.0 | Administrative Menus | Service Engineer Menus Remotely |
Device Management | Remote Management |
Device Management | Firmware Updates |
eSF version 3.0 | Device Management | Configuration File Import / Export |
Note: For more information on identifying the printer eSF version, see Viewing the Embedded Solutions Framework (eSF) version.
Contact the Lexmark Customer Support Center