How to troubleshoot the communication between PRISMAdirect and the Fiery Print Server

Examples of failed communication are:

• Cannot automatically map the media

• Cannot load the media catalog from the Fiery Print Server

• Cannot import the media catalog from the Fiery Print Server

• Cannot send a job

Troubleshooting

1. Print a test page. If the page is not printed verify that the printer is online and that you can ping it from your computer.

2. Check that the IP address of the printer is correct.

   1. Open the [Configuration] workspace.

   2. Select [Printer settings].

   3. Select a printer. If required, click [Edit].

   4. Go to tab "Connection".

   5. Check that the JMF URL in the Fiery Print Server corresponds to the printer URL in tab "Connection".

   6. Check that the IP address in tab "Connection" uses the correct port number, which is 8010 for Fiery Print Servers.

      The format for the printer URL is "http://<IP address>:<port number>". For example: http://10.10.10.10:8010

3. Check that JDF is enabled on the Fiery Print Server.

   When JDF is not enabled, PRISMAdirect cannot automatically map the media used in the document with the media catalog from the printer. See Enable the JDF print path on the Fiery Print Server

4. Check that the service "Fiery CSI Atom" for the JMF/JDF server is running on your Fiery Print Server.

   1. Open the "Services" dialog on the computer running the command workstation of Fiery.

   2. Restart the service "Fiery CSI Atom".

      

5. If you have a firewall:

   • Check that the processes used by PRISMAprepare are not blocked. These processes are "PRISMAprepare.exe, OBNGLightProcess.exe, mmc.exe".

   • Check that port TCP 8010 is opened.

6. If PRISMAdirect cannot load the media catalog from the Fiery Print Server: Bypass the proxy server for the driverless printers

   Do this for all browsers.

   Internet Explorer and Chrome both rely on the Internet Options settings for proxy information, so you don't need to configure them separately. Firefox optionally uses its own proxy settings, so you might need to add exceptions in Firefox.

   1. Open Internet Explorer on the computer where:

      • The PRISMAdirect server is installed.

        The PRISMAdirect server runs the order processing sessions.

   2. Click: Tools - Internet options.

   3. Click tab "Connections", then click button "LAN settings".

   4. Enable option "Bypass proxy server for local addresses".

   5. Click button "Advanced".

   6. Add either the hostname or IP address of each driverless printer to the list of exceptions for the proxy server.

      NOTE

      You have to add the hostname—not the IP address—for Windows 7, and for IE 6.0, 7, 8, and 9.

   7. Click "OK", click "OK" again, and click "OK" to close the dialog.

   8. Test if the bypass proxy is bypassed for the added driverless printers:

      Open an Internet browser and connect to the printer with hostname or IP address. If you cannot connect to the printer, you have to check the printer address in the list of exceptions of your proxy server.

7. If PRISMAdirect cannot load the media catalog from the Fiery Print Server: repair the JDF database on the Fiery Print Server.

   Cause: The JDF database can become corrupt when you reboot the Fiery Print Server while a job is “hanging”. In this case, the Fiery Print Server does not send any responses anymore to PRISMAdirect.

   Solution:

   1. Open the command workstation of Fiery.

   2. Click "Server - Clear Server...".

   3. Enable option "Select All" and click OK.

      All items on the server will be selected and removed.

      

   4. Open the "Services" dialog on the computer running the command workstation of Fiery.

   5. Stop the service "Fiery CSI Atom".

   6. Go to folder "EFI\server\spool\csiatom\data" and delete the database and the database journal: "CSIAtom.db3" and "CSIAtom.db3-journal".

      

   7. Go to folder "EFI\server\spool\csiatom" and delete any temporary PDF files.

   8. Restart the service "Fiery CSI Atom".

   9. Wait 5 minutes, or reboot the Fiery Print Server.

      Now, you can load the media catalog from the Fiery Print Server.

8. If the import of the media catalog results in a connection error: check the media in the media catalog. PRISMAdirect does not support media without media sizes.

   1. Open the command workstation of Fiery.

   2. Open the Paper Catalog.

   3. Open the media that has no paper size assigned. You can check this in column "Paper size".

   4. Select a paper size for the media and click "Save".

   5. Import the media catalog again in PRISMAdirect. It is recommended that you select option [Merge with the existing media catalog] when you import the media catalog.