Can't Print in EnergyTrack

What to do if you cannot print in EnergyTrack.

This applies to the Cognitive Advantage printer.

Can't Print in Energy Track

Beginning Steps

• Make sure that the driver has the handheld in the truck/cradle, connected to Wi-Fi, and truck turned on and running.
• Ask the driver what kind of printer they have mounted in the truck.
  • Make sure the two green lights next to the FEED button are lit.
  • If the power light is not lit, then skip to the Lind Power Supply diagnosis section.
• Connect to the driver’s handheld with Bomgar.

Accessing the Port and Printer Settings

• Once connected to the handheld, go to Windows Printer Settings, specifically the Cognitive Advantage 4 inch and Cognitive Advantage 4 inch2. 
• To access the windows settings, press the windows icon in the lower left corner of the desktop screen.  
• Then press the settings tab. 
• Select the Devices tab. 
• Then choose the Printers & scanners tab. 
• Press the Cognitive Advantage 4 inch or the Cognitive Advantage 4 inch2 tab. 
• Select the Manage tab. 
• Press the Printer properties tab. 
• In the next box that pops up, press Ports then press OK.
   

Port Settings

• Make sure that the port on both drivers are set to the USB00_ option.
• While in the Port settings, if the options are greyed out, there might not be admin rights to do this.
  An alternative option: Click on Change Properties to make the port change.
  

Printer Settings

• Close the Properties box and then open the Printing preferences box.
• In the Options tab, make sure the settings for each printer driver match the settings in the screenshots.
  
• Under the Advanced Setup tab for both Cognitive Advantage 4 inch2 and Cognitive Advantage 4inch, make sure that the settings match the screenshots.
  

Default Printer Setting

• Make sure that the Cognitive Advantage 4 inch2 printer is set as the default printer.
• Verify this in either of two places, Printers & scanners in the windows settings or in the Control panel, specifically Devices and printers.
• In the Windows settings, it will look like this.  
• In the Control panel, Devices and printers it will look like this.  

Adobe Default Program

• Next, check that Adobe is the default program.
• Press the Windows tab. 
• Then press the Settings tab. 
• Then press the Apps tab. 
• Select the Default apps tab. 
• After the window opens, scroll to the bottom and select Choose default apps by file type. 
• When screen loads, scroll down and choose .pdf. 
• A window opens and with three options to choose from: 
• Choose the Adobe Acrobat Reader DC tab. 
• Exit the Settings window. 

Printer Showing Offline

• Make sure the printer is not showing offline. 
• Select the Windows tab. 
• Then choose the Settings tab. 
• Select the Devices tab. 
• Then choose the Printers & scanners tab. 
• If the Cognitive Advantage 4 inch2 or Cognitive Advantage 4 inch is showing offline, do the following steps for a hard reset. 

Hard Reset Procedure

• Turn the power to the printer off at the switch.
• Unplug the wide, 20 pin, cable that has clips holding it to the back of the printer.
• Shut the truck off with the ignition, and any other power switches giving power to the printer.
• Remove the handheld from the cradle.
• Restart the handheld. 
• Wait about a minute and a half.
• Plug the cable in to the back of the printer and put the clips back in place.
• Turn the power switch on the side of the printer back on.
• Start the truck and turn any additional switch, if there is one to power the printer.
• Place the handheld back into the cradle and clamp the handle down. 
• Check to make sure that the printer is not still showing Offline.

Reset Printer Cable

• If the printer is still showing Offline, try the printer cable reset.
• Turn the power to the printer off with the switch on the side of the printer.
• Turn off the truck with the ignition. 
• Unplug the wide, 20 pin, cable that has clips holding it to the back of the printer.
• Unplug the other end of the same cable from the back of the cradle.
• Wait about a minute and a half.
• Reinstall both ends of the cable to where they were removed from.
• Turn the power switch on the side of the printer on. 
• Start the truck.
• Confirm that the printer is not showing Offline still.
• In the Control panel, Devices and printers, confirm that it is reading the USB2.0-Print is under the Unspecified section. Or the name of the cable could be something similar. 

Test Reprint in Images Folder

• Open Windows (C:). 
• Select CTLS93.  
• Select DD85.  
• Select DATA. 
• Select Images. 
• Select on any HHI____ Adobe image. 
• Select the Print icon at the top of the image.  
• Continue to the next page.

Adobe Settings for Reprint

• Confirm the Adobe settings match the image. 
  
• Press Print. Then confirm with the driver that the image printed. 

Uninstall and Reinstall Print Drivers

• If the image did not print, uninstall both Cognitive Advantage 4 inch2 and Cognitive Advantage 4 inch print drivers.
• Select the Windows tab , then select the Settings tab.
• Select the Devices tab,  then select the Printers & scanners tab. 
• Select Cognitive Advantage 4 inch2 or Cognitive Advantage 4inch.  
  
• Select Remove device tab. 
• In the pop-up window select Yes to remove the device.  
• Confirm that neither Cognitive Advantage 4 inch2 or Cognitive Advantage 4 inch printer are showing in the Printers & scanners page.
• Open Windows (C:) ,  then select the CognitivePrintDrivers tab. 
• In the next window scroll down and select PrnInst tab.  
• A User Account Control box will open. Select Yes.
• An install wizard window will open. Select Next. 
• Select the printer window opens, choose Cognitive Advantage 4 inch and select Next.
• Select Finish.
• Once the install has finished, install the second print driver.
• In the next window scroll down to and select the PrnInst tab.  
• A User Account Control box will open. Select Yes.  
• An install wizard window will open. Select Next. 
• Select the printer window opens, choose Cognitive Advantage 4 inch.
• Select Next then select Add new printer.    
• In the Printer name: line, add the number 2 to the end of the word inch. Make sure that it matches the picture. 
• Once the second installer has finished, close the window.
• Return to the Printer Settings section to match the screen shots.  
• After the settings have been changed, try printing again. 

Calibrate Printer Settings

• Calibrate the printer if it gives extra blank sheets when it prints delivery tickets or trip reports.
• Calibrate both printer settings by using the same steps.
• Select the Windows tab.   
• Select the Settings tab.  
• Select the Devices tab.  
• Then select the Printers & scanners tab.  
• Choose either Cognitive Advantage 4 inch printer tab. 
• Select Manage tab.   
• Select Printer preferences tab.   
• In the new window, select Advanced Setup tab. 
• Select More Settings tab.  
• In the next window, select Calibrate tab.  
• The printer will then feed about an inch or an inch and a half  piece of paper. 
• Press the FEED button on the printer to advance the paper to the next perforation. 
• Repeat the same calibration process for the other Cognitive Advantage print driver.

Lind Power Supply Diagnosis

• Make sure that the power supply is showing a green light.
• If the power supply has a fuse, make sure that it is not blown.
• Make sure all cables plugged into the power supply are fully seated.
• When checking the power supply for the Blaster printer, it must have 24 volts coming out of it and going to the printer. Same for the TSC printer.
• When checking the power supply for the Havis/Panasonic docking station, it must have 12 volts coming out of it and going to the docking station.

Havis Docking Station Diagnosis

• Makes sure that all cables plugged into the docking station are fully seated.
• Check the Control Panel to make sure the items are going through the docking station. Specifically, the Devices and Printers.
  
• If there is not a GPS reading or can not print, unplug the USB portion of that plug and plug directly into the ToughPad to see if it works.

GPS Puck

• Makes sure that the truck is not parked in or next to a metal building.
• From the open session of EnergyTrack, select Utilities tab.  
• Select Test Hardware tab.   
• Select GPS tab.  
• Select Get & Write GPS tab.  
• If Latitude and Longitude line are blank check cables and make sure that they are plugged in fully to the docking station.  
• If the GPS is not working, unplug from the back of the docking station and plug directly into the ToughPad and retest.

Confirm Printer Needs Replaced

• After confirming all the above processes that apply, the driver will need to use their handheld in another truck and try to reprint a document from the Reporting tab, Re-Print Documents tab.
• If able to reprint a document, this shows that the printer in the truck that was not working needs replaced. 
• Also try putting another printer in the truck and seeing if reprinting a document works properly.