Connector offline

It is recommended to monitor the status of your connector as it plays a vital role in processing all the print orders sent through Princh.

Error:

There could be several reasons as to why a connector goes offline, but oftentimes the issue can be solved by simply restarting the Princh Cloud Connector service, residing on the PC or server, where it was initially installed during your setup of Princh.

• Case 1 - Windows: If you've not yet attempted to restart the Princh Cloud Connector service, follow Case solution 1 below.
• Case 2 - Windows: If you've already attempted to restart the Princh Cloud Connector service, but it did not solve the connector issue, follow Case solution 2 below.
• Case 3 - Linux: If you've not yet attempted to restart the Princh Cloud Connector service, follow Case solution 3 below.

Solutions:

Case solution 1 - Windows:

1. Go to "Services" on the machine where Princh Cloud Connector was installed.
2. Search for "PrinchCloudConnector" in Services.
3. Right-click it and select "Restart".
4. Now the Princh Cloud Connector will restart.
5. If the status of the connector has changed to online, attempt printing a document to see if the issue has been resolved.
6. If that didn't resolve the issue, there are two options:
   1. If you have access to the server or PC where the connector is installed, inspect the 'log' files and see if any issues have been identified. The logs can commonly be found at the following path:
      1. C:\Windows\ServiceProfiles\LocalService\AppData\Roaming\Princh\PrinchCloudConnector
   2. If none of the solutions detailed above works, please call Princh support or send us an email at support@princh.com with the logs attached.

Alternatively, if you wish to troubleshoot further without Princh's help, we recommend double-checking the following steps:

Case solution 2 - Windows:

1. Ensure that the PC or server has .NET Framework 4.8 or newer installed.
2. Ensure that the Princh Cloud Connector was installed with full administrative rights. 
3. Ensure that the operating system of the PC or server is up to date with the latest version. 
4. Ensure that the firewall allows outbound connections on TCP port 443 (https) from printer server to:
   1. https://rest.princh.com/
   2. https://connector-ws.princh.com/
   3. https://packages.princh.com/
   4. https://files.princh.com/

   The above hosts all reside on one of the following two IP addresses – depending on availability     zone:

• • 125.23.162
  • 73.120.188
    
    

Case solution 3 - Linux:

1. Open the terminal.
2. In the terminal, run the following command:
   
   

   $ sudo systemctl restart princh-cloud-connector.service

3. If the status of the connector has changed to online in the Princh Administration Panel, attempt printing a document to see if the issue has been resolved.
   1. If the status of the connector is still offline, please reach out to Princh Support.