Printing Troubleshooting

If you are having trouble printing from Hosted ResiDex, the following steps are the most common solutions to printing problems our users encounter.

ThinPrint: for various issues such as Printers not displaying in ResiDex

1. The Basics

It is important to verify the basics before moving onto advanced troubleshooting steps. They may seem simple, but checking these first can save a lot of time.

  • Is the printer plugged in & turned on?
  • Does the printer have paper? Toner / Ink?
  • Is there a paper jam?
  • Can you print a test page? (go to Start > Control Panel > Devices & Printers, Right-Click the printer you want to test, Select "Printer Properties." Press the "Print a test page" button.

If you can't print a test page, there is likely a problem with your printer or your connection to it. We recommend connecting with your I.T. staff and asking them for assistance.

If you've had no problems so far that is good news: there is very likely nothing wrong with your printer. At this point, you should try rebooting your printer and your computer.

2. Remote Desktop Printer Sharing

Another common issue with printing, is Remote Desktop printer sharing might not be enabled.

  • Go to the Start menu, select "All Programs" > "Accessories" > Remote Desktop Connection.
  • Press the "Options >>" button. This will give you the full view of all the Remote Desktop options.
  • Select the "Local Resources" Tab, and make sure "Printers" is checked, & close remote desktop.

3. Microsoft .Net Framework 3.5.1

If you're using a Windows computer, Microsoft .Net Framework 3.5.1 is required in order to print. This is pre-installed in Windows (Vista & Later) and is simple for an Administrative user to enable.

 

  • Go to the Start Menu
  • Select "Control Panel" 
  • Select "Programs"
  • Select "Turn Windows Features on or off"
  • Find .Net Framework 3.5, or .Net Framework 3.5.1 and press the "+" button to the left of it
  • Make sure both boxes that drop down below it are checked
  • Press OK

 

4. Operating System Updates

  • Make sure you have all available Windows Updates installed or you are using the current most up-to-date version of Mac OS

5. ThinPrint: The Ultimate Solution

ThinPrint is third party software that will handle the most difficult printer troubleshooting problems, however for it to work, a piece of software needs to be installed on the end user's computer by following these steps (Note: Administrative privileges on your computer are required to install this software): 
 
1. You must log out of ResiDex prior to installation, by going to File> Exit or to Help > About ResiDex > Log Off
2. Determine if your Windows is a 64 or 32 bit installation (MOST will be 64): 
  • Go to the Start Menu
  • Right Click on "Computer" or "My Computer"  >  Select "Properties
    • If the computer is 64 bit, it will say "64 bit operating system, x64 based processor" or something similar. 
    • If the computer is 32 bit, it MAY tell you it is a "32 bit operating system, x86 based processor" BUT it may not say anything at all - if it doesn't say "64 bit" or "x64" anywhere on the screen, it is 32 bit.
3. Download ThinPrint to your computer
Installation files can be found at http://www.thinprint.com/en-us/ResourcesSupport/Software/Clients, or below:
4. Install ThinPrint
  • Unzip the downloaded file. Inside open the directory you find called something like "ThinPrint Client Windows..."
  • Open the directory you find inside called "Software" -
  • Run the .exe file you find inside the "Software" directory (titled like "Setup_ThinPrint.... .exe" )
  • Agree to the license agreement, and hit "next" through all the prompts. The basic default settings on all pages are fine. Hit "Install" when prompted. Hit "Finished" when prompted

If you log back into ResiDex after this and are still unable to print: Log out of ResiDex and reboot your local computer. You should be good to go!

Still having problems? Getting a specific error message?

Give us a call at 866.512.8369, or send us an email: This email address is being protected from spambots. You need JavaScript enabled to view it.