This table includes the main failure reasons and how to resolve them
| Failure Reason | Description | Resolution |
| Arrived too late | An offline satellite or a disrupted network connection meant that the print request was received too late (more than 30 seconds) | Unlikely to be a persistent problem. If so, contact Penny Black |
| Batch expired | A batch print has not been processed in time (only applies if you print batches) | Check your network connectivity and the steps below for Satellite Offline |
| Compartment open | A tray/compartment on the printer is open | Close the tray/compartment |
| Out of ink | The printer has run out of ink and needs to be replaced | Replace the ink cartridge |
| Waste cartridge full | The waste cartridge is full and requires emptying/replacing | Dispose of the full waste cartridge & replace with an empty one |
| Out of media | The printer has run out of paper and requires a refill | Refill the printer with more paper |
| Media jam | The paper has jammed within the printer and requires un-jamming | Open the printer and un-jam |
| Other | Unexpected errors, usually from the printer | Contact Penny Black |
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Printer offline
|
The printer is offline
|
1. Check printer is switched on, cables are all plugged in, printer is connected to the satellite |
| 2. Reboot the printer (but leave on the satellite) | ||
| 3. Check printer network settings are correct, guide here | ||
| 4. Contact Penny Black | ||
| Printer unresponsive | The printer is not responding | Pick up with your IT team |
| Printing paused | Printing has been intentionally paused for a print location | If it shouldn't be paused, unpause in the 3PL app |
| Printing too fast | Print requests are being sent more frequently than they can be printed | This could either be a packing workflow issue of rapidly packing orders, or an API issue with the IT team. This might happen occasionally, persistent issues need checking |
| Print download error | Failed to download the PDF to print | Check internet (WiFi) connection |
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Satellite offline
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Satellite is offline
|
1. Check satellite is plugged in & the red light is on |
| 2. Check the status of your network, i.e. check that there isn't an outage and it is stable | ||
| 3. Reboot satellite (unplug & plug back in) | ||
| 4. Contact Penny Black | ||
| Software error | Penny Black software error | Contact Penny Black |
| Print rejected | Printer software error | Contact Penny Black |