Hub troubleshooting

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Factory reset

In case you can’t reach a Hub via its web console or Powershell, there are two ways to perform a factory reset using a USB stick.

  1. Resetting the configuration to default values (recommended)
  2. Resetting the firmware version

 

1. Resetting the configuration to default values

If you want to keep the firmware version but to reset the configuration of a Hub – for example to reset the IP settings to DHCP – boot the Hub using an empty USB stick with only one file on it. Proceed as follows:

  • Format a USB stick in FAT-32 format (Quick Format option disabled).

  • Create a text file that contains only the word confreset. The cursor position must be immediately after the last letter.

  • Give the file the name .factory_reset and copy it to the USB stick.

  • Plug the USB stick into the powerless Hub, and then connect the Hub to the power supply.
  • Hardware version 1.0 (2015): After approximately ten seconds, the red and the green LEDs will flash simultaneously for a few seconds.
  • Hardware Version 2.0 (2018): After approximately ten seconds, the red LED is lit continuously, while the green LED flashes rapidly for approx. 10 seconds.
  • Use the Finder to determine the address of the Hub and then reconfigure the Hub.
  • Remove the USB stick.

2. Resetting the firmware version

  • Proceed as for resetting the configuration (see above). Note the following differences:
    • The .factory_reset file contains the word execute.

    • Hardware version 1.0 (2015): After approximately ten seconds, the red and the green LEDs will flash for a few minutes in rapid alternation. The firmware will be reset to version 1.0.51.
      Do not interrupt this (copy) process!
    • Hardware version 2.0 (2018): After approximately ten seconds, the red LED is lit continuously, while the green LED flashes twice in quick succession for a few minutes with a short pause in between (letter i of the Morse alphabet). The firmware will be reset to version 1.4.21.
      Do not interrupt this (copy) process!
  • Use the Finder to determine the address of the Hub and update to the desired firmware version before reconfiguring it.
  • Remove the USB stick.

Problems, notifications, tips

Issue Proposal for solution
How is the normal logging switched on and where can the logs be found? • see Logging
How is the detailed logging done? • Connect a completely empty, FAT-32-formatted USB stick to the Hub.
• Perform a hardware reset (pull the power plug and then plug it in again).
• To read out the log simply unplug the USB stick during opera­tion and then plug it into your workstation to copy the log file.
The Finder can’t find the ThinPrint Hub anymore after moving it to another network. • Using the web console, enter a valid gateway in IPv4 Settings.
• In the Hub Finder, specify the subnet to be searched.
The Hub Finder finds the ThinPrint Hub, but its IP address belongs to another subnet. The Hub may have been previously configured in another subnet, and its IPv4 network settings is set to Manual configuration.
→ Use the Finder to change the IP address of the Hub in question.
The Hub’s IP address belongs to another subnet, and the Hub Finder does not display it. The Hub may have been previously configured in another subnet, and its IPv4 network settings is set to Manual configuration.
→ Alternative 1:
• Proceed as described in the section Resetting the Hub settings to default values (factory reset).
→ Alternative 2:
• Start a virtual machine on the physical network where the Hub is located, and then set a manual IPv4 address from the Hub’s network in that virtual machine.
• Open a browser in the virtual machine, connect to the Hub, and change its IPv4 network setting to DHCP.
• Use the Hub Finder to find out the Hub’s new, DHCP-assigned IP address.
ThinPrint Hub disappears from the Hub Finder five minutes after its sys­tem start. • With enabling Make ThinPrint Hub invisible for the ThinPrint Hub Finder the ThinPrint Hub won’t be shown in the Finder anymore.
Hub Finder shows ThinPrint Hub as Read Only five minutes after its sys­tem start. Read Only becomes active with changing either the password the first time or the option Make ThinPrint Hub invisible for the ThinPrint Hub Finder.
The ThinPrint Hub gets its old IP address (per DHCP) after a reboot even though it has been changed using the Finder beforehand. • Changing the Hub’s IPv4 address using the Finder doesn’t affect the DHCP setting. This must be changed using the web console to Manual configuration afterwards, if necessary.
An uploaded certificate doesn’t work with the ThinPrint Client. • Check whether the certificate was issued for server authenti­cation even if is to be used for the ThinPrint Client (Certifi­cates).
• Check the Hub’s System Time.
An uploaded certificate doesn’t work with the web console. • Check whether the certificate name matches the address of the ThinPrint Hub (Certificates).
• Check whether the certificate was issued for server authenti­cation (Certificates).
• Check the Hub’s System Time.
In the list of uploaded certificates, one is marked expired. Compare the entry in the Valid column with the system time of the Hub.
With importing the PowerShell mod­ule the following message appears:
“Import-Module: Could not load file or assembly ‘file:///F:\hub-power­shell\TPHubPS.dll’ or one of its dependencies. Operation is not sup­ported. (Exception from HRESULT: 0x80131515)”
• The file TPHubPS.dll is blocked by Windows. See Installing the PowerShell module.
With PowerShell authentication on the Hub the following message appears:
“Get-TPHubAuthentication: An error occurred while sending the request.”
• wrong target address; see Set-TPHubUri
• The Hub doesn’t accept the server certificate; perform Set-TPHubServerCertificateValidation before.
With PowerShell authentication on the Hub the following message appears:
“Get-TPHubAuthentication: Method Not Allowed”
• Check if you accidentally specified the URL with http instead of https.
• example: Set-TPHubUri -Uri “https://192.168.149.12”
With PowerShell authentication on the Hub the following message appears: “Get-TPHubAuthentication: Request to https://192.168.209.67/api/v1/Security/Token failed. An error occurred while sending the request.” • Make sure that the version of the PowerShell module you are using belongs to that of the Hub.
With PowerShell authentication on the Hub using Get-TPHubPPServerCheck the following message appears:
“Authorization has been denied for this request.”
• First, use the Get-TPHubAuthentication cmdlet to log on to the Hub.
With changing the IP address using PowerShell the message
“Set-TPHubNetworkIPV4: A task was canceled.” appears.
• After setting the new IPv4 address the Hub PowerShell mod­ule waits for the answer from the old IP address. After a time­out the PowerShell module shows the message even though everything was configured as requested.
• You can suppress this message.
When testing the Personal Printing server via PowerShell using Get-TPHubPPServerCheck, the following message appears:
“The request timed out”
• Just repeat the same process.
When testing the Personal Printing server via PowerShell using Get-TPHubPPServerCheck, the following message appears:
“The remote server returned an error: (500) Internal Server Error.”
• Check the validity of the installed license keys on the relevant Personal Printing server.
With printing the following message appears on the ThinPrint server: “Connection reset by peer”. • The ThinPrint Engine can’t establish a connection to the Hub’s ThinPrint Client.
• Perform a ping from the ThinPrint server to the box; on this, use the hostname, if the printer object on the ThinPrint server also uses this.
• Perform a telnet from the ThinPrint server to the box:
telnet <address of the box> 4000
• Disable IPv6 on the ThinPrint server.
• Disable the ThinPrint server’s firewall temporarily.
• Recreate the relevant printer object on the ThinPrint server – best using AutoConnect, using the Management Center or using the Management Services to avoid type errors.
The ThinPrint Hub doesn’t connect to the Connection Service. • Enable the Connection Service option in the ThinPrint menu. Here, check all settings. Client ID and Authentication Key and the settings in the Connection Service console must match.
• If – at the same time (UTC time) – the log file in the System menu shows connector “con” booted, the Hub started its Connection Service module and tries to connect to the Con­nection Service.
• On a workstation in the Hub’s subnet test the connection to the Connection Service using telnet on the Command Prompt:
telnet <IP_connection_service> 4001
Firmware version 1.0.51:
The ThinPrint Hub doesn’t reconnect to the Connection Service automati­cally after restarting the server the Connection Service is installed on.
• Perform a firmware update to version 1.0.54 or later. To do so, see Downloading and installing a firmware update.
Firmware version 1.0.51/1.0.54:
Single pages are missing or entire print jobs vanish when printing to a specific printer model without any error message on the Hub.
• Perform a firmware update to version 1.0.60 or later. To do so, see Downloading and installing a firmware update.
Otherwise:
• Check whether there is an alternative printer driver (PCL5 / PCL6, PostScript) for this printer model which works.
• Host-based print drivers are not supported since they use the computer’s (host’s) resources to process the print job. These so-called GDI printers need to be directly connected to a printer driver host.
Firmware version 1.0.51/1.0.54:
With printing via LPR/LPD the follow­ing message appears on the ThinPrint server (maybe sporadi­cally):
“The client has rejected the print job. … Error in function No. 0, Error code 80efea6e”
• Perform a firmware update to version 1.0.60 or later. To do so, see Downloading and installing a firmware update.
Otherwise:
• With this printer, select the option Start printing after last page is spooled on the ThinPrint server and disable the Advanced printing features (first Illustration below)
• Choose the print mode Standard TCP/IP.
Firmware version 1.2.23:
When setting up IEEE 802.1X authentication with PEAP for the first time, the configuration can not be saved.
The Save button remains visible.
• Perform a firmware update to version 1.2.25 and than to 1.3.9 or later. To do so, see Downloading and installing a firmware update.
Otherwise you can use the following workaround:
• Add any client certificate.
• Select TLS instead of PEAP. Here, specify the client certificate and an associated root or intermediate certificate.
• Save the TLS configuration by clicking the Save button.
• Change the authentication from TLS to PEAP.
• Re-enter the PEAP settings and save them.
When trying to update one of the firmware versions 1.2.23 to 1.3.11 via PowerShell, the following output appears, among others (see last Illus.) :
“Handle: 1320
SafeFileHandle: Micro­soft.Win32.SafeHandles.SafeFile­Handle
CanTimeout: False”
• For updating, use the module TPHubPS.Update.dll instead of TPHubPS.dll.
or
• Perform the update via the web console.(TPHubPS.Update.dll has the following reduced set of cmdlets: Clear-TPHubAuthentication, Get-TPHubAuthentication, Get-TPHubNetworkIPV4, Get-TPHubProxy, Get-TPHubRequest­Timeout, Get-TPHubServerCertificateValidation, Get-TPHubUri, Set-TPHubNetworkIPV4, Set-TPHubPassword, Set-TPHubProxy, Set-TPHubRequestTime­out, Set-TPHubServerCertificateValidation, Set-TPHubUri, Update-TPHubFirmware)
Firmware version 1.3.9/1.3.11:
An update to version 1.8.29 or later isn’t possible.
The firmware package 1.8.29 is somewhat bigger than other versions, and 1.3.x cannot handle files of that size. From 1.3.x, you must first update to 1.4.21, 1.5.19, 1.6.4 or 1.7.14. In a second step, you can update to 1.8.29 and higher.
If USB printers are connected, it may happen that print jobs are no longer printed after an update to firmware version 1.7.14 or after a backup of a version older than 1.7.14 has been imported, or – if several USB printers are connected – on the wrong printer. Causes:
• Either the printer in question has been changed from one USB port to another.
• Or the ThinPrint Client of the Hub reassigned the printer IDs to the USB ports.
Workaround:
• In Manage Printers, delete all printers connected to USB.
• Save the configuration by clicking the Save button.
• Add the printers again.
• Save the configuration again by clicking the Save button.
When trying to query the IsAc­tive property of Get-TPHubFind­PrintersSettings, the following mes­sage appears:
“The property ‘IsActive’ cannot be found on this object. Verify that the property exists and can be set.”
• The IsActive property is implemented incorrectly. Please use IsAvtive instead of IsActive.
• This version 1.4.18 issue will be fixed with the next release.

enabling Start printing after last page is spooled and disabling the advanced printing features
enabling Start printing after last page is spooled and disabling the Advanced printing features

 output with failed update of the firmware versions 1.2.23 to 1.3.11 using PowerShell
output with failed update of the firmware versions 1.2.23 to 1.3.11 using PowerShell

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