Troubleshooting printer problems

Troubleshooting suggestions for issues with your printer:

• Check that the Mews Connector is online
• Check that your printer is properly configured
• Check that your configured printer is selected in the Mews Connector integration
• Check error messages
• Open a ticket with Mews Support team

Check that the Mews Connector is online

To use a printer with Mews, you need to have the Mews Connector up and running. You can learn more about how to setup Mews Connector here.
 

1. Locate the Mews Connector on your computer using the search bar.
2. Check in the bottom right corner if the Mews Connector is online.
3. If the Mews Connector is offline, click on the settings icon in the top right corner, then click Restart.
4. You can now see the Mews Connector online with a green indicator.

Check that your printer is properly configured

1. Check that the printer is connected to wi-fi.
2. Navigate to the Main menu > Marketplace > My Subscriptions > Printer integration.
3. Make sure that the Printer integration is enabled.
4. Make sure you have only one integration enabled. Disable any other ones by clicking Edit > unselect Enabled > Save.
5. Make sure your printers and their names are configured correctly: locate the printers on your computer and compare the names with those in Mews.

• In your computer, check the name in the printer settings. 
• In Mews, navigate to the Main menu > Marketplace > My Subscriptions > Printer integration > Printers, and make sure the Printer name has the exact same name of the printer in your computer.

Read Connect your printer for more information about connecting and configuring a printer.

Check that your configured printer is selected in the Mews Connector integration

1. In Mews, navigate to the Main menu > Marketplace > My Subscriptions > Mews Connector.
2. Check if the Mews Connector integration is enabled.
3. Check if the printers are connected to Mews Connector. If not, enable the printers from the drop-down and click Save.

Check error messages

You can get more information about Device Commands here.

Open a ticket with Mews Support team

If you've tried all of the above and still can't fix the printer, create a support ticket through the Mews Digital Assistant in Mews Operations. Send us as many details as possible, including screenshots of any error messages that you receive.

You can find more information on how to troubleshoot printers when they are printing two or more copies here.