Trouble Connecting your Printer?

Here are some common causes of connection issues that can cause the printer not to show in RayWare Cloud:

1. Check your Dashboard Account

  • Double check that you are logged in to the same Dashboard account on your printer, as well as the PC or internet device you are using to prepare your prints
  • Ensure the correct password is being used for both accounts

Related Article - Automated QR Code Dashboard Login

2. Check your Printer and PC's Internet Connection

  • Your printer and PC should be connected to a Wi-Fi or Ethernet network that has access to the internet and the SprintRay Cloud servers
  • Internet connection is required to use RayWare Cloud's Direct Print and Print Queue features for both the PC and printer

mceclip0.png

Windows PC:

image__46_.png

Mac PC:

image__45_.png

3. Correct Printer Selected in RayWare Cloud

  • Verify you have the correct type of printer model and resin type selected for the printer you wish to print with. Incompatible printers should show on the Printer List when sending a job

4. Reboot Printer

  • A simple reboot of the printer can often times solve connection issues quickly by re-establishing connection to your network and router

reboot.png

5. Whitelist the SprintRay Cloud Servers

  • Depending on the level of security imposed by your network IT, it may be necessary to allow connections to our SprintRay Cloud Servers that may be automatically blocked as an "unknown site", also known as blacklisting. These addresses can be unblocked, or whitelisted, by your IT person in both your web browser (Chrome, Firefox, Safari, etc.), as well as by directly logging into your network router. Please confirm with your IT on the necessary steps to allow access to these sites:

Chrome Web Browser:

chrome_white.png

chrome_white2.png

Windows Internet Options:

windows_options.png

windows_options2.png

trusted_sites.png

6. Open the Required Ports

  • The printer, as well as the RayWare software, require specific ports to communicate over your network. Please ensure your IT person has these following ports open for inbound and outbound communication:
    • Port 80
    • Port 443
    • Port 8883
    • Port 50501 for RayWare Desktop

7. Whitelist Printer IP Address and MAC Address (Static IP)

  • In some high security networks, the printer may be blocked from outside access to the internet if automatically flagged as an "unknown device". The printer may need to be manually added to your network and have an IP Address manually assigned. This will require your IT person to log into your router directly and define these settings, as well as define a Static IP via the Settings tab on the printer's touchscreen menu. This menu is where you can also access the printer's MAC Address for this procedure too.

SETTINGS-Connectivity_2a.png

We can help with that!

If you're experiencing difficulties or have questions about any of your SprintRay products, submit a support ticket or contact us at 800-914-8004

Was this article helpful?
0 out of 0 found this helpful