This section is your primary resource for identifying known issues, platform-specific behaviors, and operational limitations. Before contacting support, we recommend reviewing the articles below. Finding your issue here can provide an immediate workaround or solution, saving you valuable time.
If your issue is not listed, please proceed to our general troubleshooting guide or contact the Celiveo Support team for further assistance.
Technical Advisories
General
General information regarding the solution best practices and tips to help you in the process.
Printer compatibility and readiness
- Ensure that printers network has access to the internet and more specifically to the following Celiveo 365 cloud endpoints.
- Ensure that all printers have proper date and time and DNS configured to ensure that certificates are properly loaded and used and that hostnames can be properly resolved.
- For device Firmware minimum version recommendations check Printers Supported by Celiveo 365
- Ensure that printers have the latest printer firmware loaded, latest firmware information available on the device manufacturer portal or via their support.
- Ensure that the printer webpage login/password defined, correctly documented in the printer settings on the Web Admin screen
Tips
- When syncing the printers, hover the mouse on the “Sync status” icon for that printer to get more information regarding the sync status.
Xerox
| Description | Document names with Asian characters not displayed on the printer’s “My Documents” screen. |
|---|---|
| Cause | The printer displays text using its own internal fonts, which are activated based on the system language and firmware selected on the device itself. If the printer is set to English, it will use a font that does not contain the necessary characters for other languages. |
| Solution | Access the printer’s web settings to adjust the display language to match the required characters. If the issue persists, contact Xerox support. |
Lexmark
Technical support often requires Lexmark device information and logs to troubleshoot the printer and agent state. Note that these are native Lexmark device logs, not Celiveo logs.
Lexmark Device Information
Access the Lexmark reports
- Open a web browser.
- In the address bar, type
http://printer-ip-address/ - Select the report or log.
- Menu Settings Page > Device > Device Information – Show information about the printer.
Lexmark Device Logs
Access the Lexmark SE Menu:
- Open a web browser.
- In the address bar, type
http://printer-ip-address/se
Enable Debugging:
- Select Embedded Solutions.
- Click Set Logging Level.
- Set “Allow debugging entries in the log?” to Yes
- Click Submit.
Download Logs:
- Reproduce the error on the printer.
- Return to the SE menu > Embedded Solutions and select Log File.
- Copy the output text or select the Logs Gzip Compressed link to download the full diagnostic package.
Disable Debugging:
- Select Embedded Solutions.
- Click Set Logging Level.
- Set “Allow debugging entries in the log?” to No
- Click Submit.
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