Troubleshooting

Find your symptom below. Each section is written to be worked through from top to bottom; the first items are the most common causes.

If none of it helps, write to the pilot team and attach the output of Diagnostics → Support bundle → Download support bundle in Edge Hub. Customer names, file paths and credentials are stripped as the bundle is built; the detail is on the security and privacy page.

Pairing does not complete

You approved the code in the panel, but the device does not appear in the equipment list:

1. Was Edge Hub open after the approval? This is the most common cause. The code is valid for 10 minutes after approval, and the pairing completes while Edge Hub is open and online inside that window. If the application was closed, the pairing does not happen even though the panel says "approved". Fix: open Edge Hub, get a new code, approve it again in the panel.
2. The code may have expired. Get a new one.
3. The code may have been mistyped. It is letters and digits; spaces and dashes do not matter, but O/0 and I/1 are easy to confuse.
4. The machine clock may be wrong. Make sure "set time automatically" is on in Windows.
5. A firewall or proxy may be blocking it. On a corporate network, outbound access to the NowToPrint addresses must be open; check with your IT contact.
6. The device may have been revoked earlier. If an old record is in the equipment list, delete it and pair again.

If you see an entitlement error such as "Entitlement denied", it is not a network problem: Edge Hub pairing is not enabled on your account yet. Write to the pilot team.

Printer or print server is not found

1. Are the machine running Edge Hub and the device on the same local network? Discovery does not cross VLANs or subnets; try entering the IP address by hand.
2. Does the firewall allow the protocol you selected?
3. Are the SNMP / IPP services switched on in the device's own settings? SNMP is off by default on many printers.
4. Does it connect when you enter the IP by hand? If it does, the problem is in discovery, not in the device.
5. If the device shows up but jobs do not go through: these are two different steps. See device compatibility.

Fiery will not connect

1. Are the address and port correct?
2. If the Fiery uses a self-signed certificate, you have to accept it; the screen asks you and does not hide the decision.
3. Are the username and password correct, and does that user have job submission rights?
4. Is the Fiery API/JMF service enabled?
5. The Fiery path is pilot scope — it may not work first time at your site. Tell us the outcome; we record it.

File checking reports errors

An "error" from the check is usually a problem with the file, not with the application. The most common ones:

• the PDF is encrypted or password-protected,
• the PDF is damaged or was written incompletely,
• fonts are not embedded,
• there is no bleed,
• the file is RGB where print expects CMYK,
• total ink coverage is too high for the stock,
• there are objects with transparency,
• the document mixes different page sizes.

What each of these means and how to fix it is covered in the prepress guide.

If the application cannot open any file (the same error every time), that is a different problem: write to us with a support bundle.

The hotfolder does not pick up files

1. Are read and write permissions on the folder correct? With a network share, the Windows user Edge Hub runs as needs those rights.
2. The file may be picked up before the copy finishes. Copy large files to a local disk first, then move them into the folder.
3. If the folder is on a network drive, does that drive reconnect after a restart?
4. On the print server side, is the target folder correct and is the server actually watching it?
5. If the file is picked up but never reaches the server, the problem is on the delivery side — check the server's own logs.

The connection dropped — what happened to my jobs

Nothing was lost. When the internet drops, jobs wait in the local queue and are retried once the connection returns. A job that keeps failing moves to a separate list and stays there — it is not silently deleted.

If there is a job in that list, look at: the failure reason, how many times it was retried, and the target device or profile. Retrying without fixing the cause usually gives the same result.

Windows blocks the installer

Code signing for the installer package is still in progress; that is why the SmartScreen warning appears. How to get past it is written step by step in the setup guide. If corporate policy blocks the install outright, that is not an application fault — it has to be resolved with your IT team, and we will supply what they need (file name, checksum, publisher).

There is a red warning after an update

If a newly installed version cannot finish its health check (repeated start attempts, or a crash right after the update), the application shows a persistent red warning.

There is nothing for you to do. The application checks for updates more often and installs the fixed version itself when it is released. Do not reinstall by hand; the warning clears itself once a version stays healthy. If it lasts more than a day, write to us.

When you write to us

Including these makes it far more likely we solve it on the first round:

• what you were trying to do and what happened,
• a screenshot,
• the state of the lines on the Diagnostics screen,
• the Diagnostics → Support bundle → Download support bundle output,
• the make and model of the device or print server.