Overview

If your printer is not visible in Print Setup or appears as offline, the issue is usually related to network connectivity, account login, or local network restrictions. This guide covers the essential steps to restore communication for Pro, Pro S, Pro 2, and Midas printers.

1. Check for an Active Internet Connection

The printer must be connected to the internet in order to appear in Print Setup.

• On the printer touchscreen, navigate to Settings > Connectivity.
• Confirm the printer is connected to a local network via Wi-Fi or LAN.
• If it is not connected, select your network and complete the connection.
• For offices with strict network security, a wired LAN connection may be more reliable.

If the printer is not connected to the internet, it will not appear in Print Setup.

2. Confirm Both Devices Are Logged Into the Same SprintRay Account

Print Setup only detects printers that are logged into the same SprintRay Cloud account.

• Check the printer’s account by selecting the SprintRay Account icon on the touchscreen.
• Check the logged-in account in Print Setup on your computer.
• Both must match exactly.

If different accounts are used, the printer will not appear.
 

3. Sign Out and Sign Back In

If the printer shows as offline in Print Setup but is connected to the network:

• Sign out of the SprintRay account on the printer.
• Sign back in using the same credentials used in Print Setup.
• After signing in, wait up to one minute for the printer to re-register.

This step resolves most connection-sync issues.
 

4. Run a Network Test (Pro 2 & Midas Only)

Pro 2 includes a built-in diagnostic tool.

• Go to Settings > Connectivity > Network Test.
• Allow the test to run and review the results.
• Address any warnings or failures identified by the tool.

If the printer fails to reach SprintRay servers, the problem is network-side.

5. Check for Local Network Restrictions

If your office network uses firewalls, content filters, or strict security rules, required connections may be blocked.
Your IT team may need to whitelist the following URLs and ports for the printer to stay online:

Required domains and ports:

• a2oupm7fvkvi65-ats.iot.us-west-2.amazonaws.com (443, 8883, 8443)
• *.api.sprintray.com (443)
• sr-dashboard.com (443, 8080)
• iot.sprintray.com (443)
• dashboard.sprintray.com (443)
• sprint-ray-files-prod.s3.us-west-2.amazonaws.com (443)
• iot-core.sprintray.com (443, 8883, 8443)
• 15.197.216.248 (443, 8883, 8443)
• 3.33.208.121 (443, 8883, 8443)

If these endpoints are blocked, the printer may intermittently appear offline.
 

Additional Tips

These additional troubleshooting steps may help:

• Restart your printer after connecting to a new network.
• If your printer recently updated, allow up to one minute for reconnection.
• If using Wi-Fi, ensure the printer and computer are on the same subnet.
• Avoid public guest networks, which often block device-to-device communication.
   

When to Contact Support

Contact SprintRay Support if:

• The printer stays offline after completing all steps
• The printer repeatedly drops offline during prints
• You cannot connect the printer to the local network

Support may request network logs, IP details, or screenshots from your connectivity settings.