Symptoms

Analyse

Is the device manager status picture clean ? (without red cross or blue dots)
- Blue dots: SecuTix is still trying to connect to the Device Driver Manager. This should not take more than 30s, except if you see a java progress bar (update of the device driver manager is in progress)
- Red cross: SecuTix was not able to connect to the Device Driver Manager, see the checklist below
- No indication on top of the printer logo: all good

Checklist

Is the device driver manager started ?
- Could be an issue with the installation of the Firefox package?
- Could be a certificate issue
  - Reinstall the Firefox pack, see How to install the SecuTix kit (Firefox and Device Manager)
An anti-virus that is too strict could block the communication between Firefox and the Device Driver Manager.
- Try to temporarily deactivate the anti-virus and check again to see if it now work. If it's the case, find the way to configure the anti-virus to trust Firefox and the Device Driver Manager.
- "ESET Security" is such an anti-virus that has shown to block communication with the device driver manager.
- "McAffee" also, at least at one client, caused some issues.
Has there been any changes of the configuration of these PC in the last days ?
- Try to deduce what could impact the system.
Did the operators wait until the connection is established (no more blue dots on the icon) ?
- The icon (printer with blue dots) should move to printer without blue dots (and no red cross) after less than one minute.
Do you have a proxy that could block the device driver manager to connect to secutix.com ?
Sometimes, the Boca driver needs to be installed. So if all else fails, check that it's the case and that the Boca is correctly displayed in the Windows Spooler.
- See Thermal ticket printer (BOCA) for the classic Boca installation steps
- See Boca Printing Problems

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