Troubleshoot – Local printers are not showing

Local printers are created when a user logs in to the computer running the ezeep Print App. Should that not be the case, please check the following:

  • ezeep Print App is installed and running on the machine where the printers are expected to be created.
    • Look in “Apps&Features” for “ezeep Print App”
    • Verify that the service “TPAutoconnect” is running
    • Open a command prompt and run this command and provide the output to our service team for further diagnosis: “c:\program files\common files\thinprint\tpautoconnect.exe” -v -a wss://ezprint.ezeep.com -p 443 -t -1
  • ezeep Connector is installed, running and connected on the machine where the physical printers are configured
    • On Windows:
      • Look for the ezeep Connector icon task bar.
        • If there is no icon, the ezeep Connector is not running. If it is installed, you can find and start it by typing “ezeep Connector” in the Windows search bar.
        • If the icon looks like this , the ezeep Connector is running but not connected to the ezeep Cloud. Right Click on the Icon and select “Log In” to provide user credentials.
        • If the icon looks like this , hover over it. It should show the client name, followed by a web address and an ID
    • On MacOS:
      • Look for the ezeep Connector icon in the menu bar.
        • If there is no icon, the ezeep Connector is not running. If it is installed, type “ezeep Connector” in the Finder search bar and start it.
        • If there is an icon, ezeep Connector is running. In this case, click on the Log Out… option, followed by the Log In… option to redo the user authentication.
  • The same Azure AD user credentials are being used for the ezeep Print App and the ezeep Connector.
    • If in doubt, use the How-To articles “Change user account credentials on the ezeep App” and “Change user account credentials on the ezeep Connector” to re-enter credentials
  • Local Printer support is not disabled for everyone
    • Log in to the ezeep admin portal, click on Local Printer Support and make sure that the checkbox “Disable Local Printer Support for everyone” is unchecked.
  • At least one Azure group to which the user belongs is listed on the Local Printer Support page.
    • Log in to the ezeep admin portal, click on Local Printer Support and make sure that the list of groups contains all required groups.

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