Overview
The Service workflow helps your service dispatcher quickly see, prioritize, and assign service issues to team members.
The Service page includes two main tabs:
- Service / Alerts – shows printer-related issues.
- Service / Offline Agents – shows issues with the Printerpoint Agent installed on a computer at the customer’s location.
Common Alerts
Offline Printer
If you see an Offline Printer message on the Service / Alerts tab, the issue is not caused by the Printerpoint Agent.
Possible causes:
- The printer is turned off or removed from the office.
- The printer’s DNS settings are incorrect and its IP address has changed.
- The Printerpoint Agent is online, but a network issue is blocking communication with the printer.
Offline Agent
If you see an Offline Agent message on the Service / Offline Agents tab, the agent has stopped communicating with the Printerpoint cloud service.
Possible causes:
- The computer running the agent is turned off.
- The agent was uninstalled.
- The Printerpoint Agent service was disabled.
- A firewall or proxy is blocking the agent’s connection.
From the Offline Agents page, you can:
- See which computer is affected.
- View the installed Printerpoint Agent version.
- Check how long it has been since it last connected.
- Download a custom installer to reinstall the agent.
💡 Tip: If the problem isn’t related to a firewall or proxy, reinstalling (or installing on another computer) usually resolves the issue.
Alert Colors
🔴 Red (Work Stoppage)
A red alert means the printer is not functioning or Printerpoint cannot connect.
Examples:
- Belt needs replacement.
- Door left open.
- Motor failure.
When available, Printerpoint provides manufacturer error codes to help technicians resolve issues faster.
🟡 Yellow (Warning)
A yellow alert means there is no current problem, but one could occur soon.
Examples:
- Preventive maintenance kit (PMK) is due.
- Firmware update available.
- Configuration required for advanced tracking.
- Printerpoint Agent is installed on a laptop (may go offline when moved).
Note: Different printer models display different types of service information.
Addressing Service Issues
From the Service page, you can take three types of actions:
- Dismiss – temporarily (1–2 weeks) or indefinitely.
- Assign – send the issue to a technician.
- Connect – open the printer’s web page using Printerpoint Connect to resolve the issue remotely.
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