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Troubleshooting Steps: Not Printing (MacOS)

Communication is the core of any relationship, even with your printer!

There are a few different scenarios where connection might be lost. In this article we're going to go over steps to get you back up and running as quickly as possible. Let's go! 

In this article we will cover issues when printing from MacOS.

 

Print Manager Opens But is Not Sending to The Printer

  • Ensure the printer is online and that there are no errors on the LCD panel. If the printer is in an error state or if the menu is open, the printer will show as being offline. In this state the printer icon will show as offline within Printers & Scanners.    
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    If the printer is ready but showing as offline nonetheless, we would recommend removing the printer from Printers & Scanners by pressing the - and then adding it again by pressing the + button. 
    If when attempting to re-add the printer, it is no longer listed, then this would indicate that there is a connection issue with the printer itself. 

 

Print Manager Print Settings Does Not Open

When printing from CreativeStudio

  • Check that SPM is running. When SPM is running there will be a Black or White PM icon near the top right.
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  • If SPM is running, check that you are logged in to CreativeStudio using the same login details as the Print Manager.

  • Confirm that the printer selected in CreativeStudio is "Ready" and has the same computer name listed as the one you are using. 
    In CreativeStudio, outlined is the Computer name.
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    In SPM you can check or change the Computer name from the Connection Settings option. This can be accessed via the PM menu> Options > Connection Settings.
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  • Increase the Connection Timeout to 9000. As above this can be accessed via the PM menu> Options > Connection Settings.

 

When Printing via Smart Folder or another Software

  • Check that SPM is running. When SPM is running there will be a Black or White PM icon near the top right.
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  • Ensure the file format is PNG, JPEG or PDF. The PDF option will need enabling within the Smart Folder Manager Options. This can be accessed via the PM menu > Smart Folder Manager> Smart Folder tab / File Types.
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  • If all appears to be correct, we would recommend Resetting the Sawgrass Smart Folder. This can be accessed from the PM menu > Smart Folder Manager. The Reset option is located near the top right of the window.
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  • If the issue still persists, then the next step would be to Reset SPM.
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    Select OK to Reset SPM. This will reset all SPM settings. You will need sign back in when loading SPM again
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If you are still experiencing issues or have further questions, please contact our Sawgrass Care Team for assistance by click the 'Support' button on the bottom right of the page, or click here.