Solve problems with operating system updates retrieved from Microsoft or WSUS server

How to check the connection

To check if PRISMAsync Print Server has a connection problem to Microsoft or the WSUS server do the following:

1. Open the Settings Editor and go to: [Support]  → [Software updates] .

2. Go to [Operating system updates].

3. Click [Check for updates].

   Searching for updates can take up to 10 minutes.

4. When there is a connection problem you see the [Failed] message.

What to do when there is no connection to Microsoft

• Check the LAN settings of PRISMAsync Print Server.

• Ensure that the HTTP and HTTPS ports (default 80 and 443) are open in the firewall to the internet.

• Ensure that the proxy server settings are configured (when applicable).

• Test if you can download Windows updates on a another computer or laptop.

What to do when there is no connection to the WSUS server

• Check the LAN settings of PRISMAsync Print Server.

• Ensure the hostname or IP address of the WSUS server is correct.

• Ensure the port number of the WSUS server is correct.

• Ensure the secure connection setting is correct.

• Test if you can download Windows updates on a another computer or laptop.

What to do when the download from the WSUS server or Microsoft failed

The dashboard of the operator panel shows the download failed symbol.

Also PRISMAsync Remote Control and PRISMAsync Remote Manager inform you about the status of the operating system updates.

The download of one or more operating system updates failed.

1. Check the connection settings, see description above.

   When the connection is present, proceed with the next steps.

2. Open the Settings Editor and go to: [Support]  → [Software updates] .

3. Go to [Operating system updates].

4. Click [Check for updates].

   Wait until the updates are discovered. Searching for updates can take up to 10 minutes.

5. Click [Download updates].

   Wait until the updates are downloaded. Refresh the window a few times to see the status of the updates.

6. When the download of the operating system updates fails again, contact the Service organisation.

What to do when the installation failed

The dashboard of the operator panel shows the installation failed symbol.

Also PRISMAsync Remote Control and PRISMAsync Remote Manager inform you about the status of the operating system updates.

The installation of one or more operating system updates failed.

Download and install the operating system updates again.

1. Open the Settings Editor and go to: [Support]  → [Software updates] .

2. Go to [Operating system updates].

3. Click [Check for updates].

   Wait until the updates are discovered.

4. Click [Download updates].

   Wait until the updates are downloaded. Refresh the window a few times until the updates are downloaded.

5. Click [Install updates].

   Wait until the updates are installed. Refresh the window a few times until the updates are installed.

6. Test if you can install Windows updates on a another computer or laptop.

7. When the installation of the operating system updates fails again, contact the Service organisation.

What to do when the operating system updates cause undesired behaviour

1. Set the installation of operating system updates to manual.

   • Open the Settings Editor and go to: [Support]  → [Software updates] .

   • Go to [Operating system updates].

   • Click [Configure].

   • Select [Manually] as [Installation moment] to prevent that the installation starts again.

2. Uninstall the last installed operating system updates.

   • Open the Settings Editor and go to: [Support]  → [Software updates] .

   • Go to [Operating system updates].

   • Select the updates to uninstall.

     Uninstall operating system updates

   • Click [Uninstall]. This uninstallation can take up to one hour.

3. When the problems persist, contact the Service organisation.