I should add, there is no folder “wp-content/star-cloudprnt” which I noted was where printers are registered in another support thread. When I visit the Server URL in a browser I get an empty response and it fires an error in error.log – PHP Notice: Undefined index: mac
So, I tried sending a JSON POST request using reqbin.com. The JSON from https://www.star-m.jp/products/s_print/CloudPRNTSDK/Documentation/en/developerguide/pollingserver/post_jsonrequest.html#example-post-requests was
{
"status": "23 6 0 0 0 0 0 0 0 ",
"printerMAC": "00:11:e5:06:04:ff",
"statusCode": "200%20OK",
"clientAction": null
}
That got a 200 response from the “Server URL”
{"jobReady":false,"clientAction":[{"request":"GetPollInterval"},{"request":"Encodings"},{"request":"ClientType"},{"request":"ClientVersion"}]}
That also made a Printer appear in the settings page and has created the star-cloudprnt folder in wp-content.
So, the webserver is responding to POST requests and they are being logged in access.log. The only entry in access.log which includes “cloudprnt.php” is the one I sent using reqbin.com.
The printer isn’t sending the request?
I’m using https, and a letsencrypt certificate on the website.
Any thoughts anyone?
Paul
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This reply was modified 6 years, 1 month ago by
Paul Rollo.
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This reply was modified 6 years, 1 month ago by Paul Rollo.
Hi Paul
Thanks for doing some decent diagnostics. My first guess was a local filesystem permission issue, preventing the plugin from being able to create the local folder and files that it needs. But by simulating the printer request you have proven that is not the cause.
Https and letsencrypt shouldn’t be a problem (that’s what I generally use too), all of our CloudPRNT devices ship with the CA certs for letsencrypt included. So, assuming you don’t have the printer behind a firewall blocking outgoing traffic (I guess you would have diagnosed already) it think the issue is TLS security level.
My guess is that you have an mC-Print printer model with pre-version 3.0 firmware. These do support TSL1.2, but with a limited set of cypher suites which are still considered to be secure, but not very secure. Some hosts are starting to remove support for any cypher suites that are anything other than very secure.
Unfortunately, these newer, more secure cypher suites are also slower, which can be noticeable on an embedded device like the mC-Print. However as long as your server also supports TLS Session Tickets (it probably does) this shouldn’t have a big impact.
So, I’d suggest as a first step (and if I am right that you have an mC-Print3x or 2x printer), please update your printer firmware to version 3.0.
The easiest way to do this is with the Star “mC-Print Utility” app that you can find in either Google Play or Apple App stores. Let the app discover your printer on the network or by Bluetooth, and then use the “Printer Settings -> Firmware Update” option to update to the latest firmware.
I expect this will resolve the issue, but if not we can try to connect your printer to one of our CloudPRNT test servers to ensure that it is polling.
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This reply was modified 6 years, 1 month ago by
lawrenceowen.
Yeah, mC-Print3. That was it. The first thing I should have done was make sure the firmware was up to date!
Thanks for your help Lawrence.
Hi Paul
Good news, thanks for letting me know 🙂
It can be a difficult issue to diagnose, especially without access to the host web server logs.
Hello guys,
For the website http://www.frituurnoord.be we have the same problem.
We installed the printer and for 1 evening it worked properly.
But the next day it was “not connected”
Since we wanted to print 2 copies of a ticket for each woocommerce order we installed the latest new version:
(star-cloudprnt-for-woocommerce_20200826.zip)
but this version doesn’t work either.
Currently it says “no printer found” (greyed out)
Please help…
Translated with http://www.DeepL.com/Translator (free version)
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This reply was modified 5 years, 11 months ago by
farmermo.
Hi @farmermo if you could send a support email to: support@star-emea.com then I can pick this case up and email you directly about this.
In the email just copy and paste what you put here so I know it is you.
Hey Guys,
@athompson1 i’ve sent a mail but still no news..
Anybody knows how to solve this?
@farmermo unfortunately Alex was called away from the office unexpectedly. But your email will have gone into the support system and someone should be in touch soon, if they haven’t already.
In the mean-time, the issue that you describe sounds like the printer is unable to connect to your web server. These are the most likely causes:
- Your server security is strict about supported encryption methids (cypher suites). In this case, as described above, please use the Star “mC-Print Utility” app to update your printer firmware
- Your web server is running behind a traffic filtering service such as cloudflare. These can sometimes see the regular connections from printer to server as suspicious and may block it. This can be hard to diagnose, but if it is the case then you will need to discuss it with your hosting provider.
- Your local network router is blocking outgoing connections from your printer, similar to the issue above. In this case, you may be able to configure your router to whitelist the printer
- Another local network issue, such as not having internet access, or some IP address conflict.
Considering that it worked for you initially, I guess that it is not the first option. However if you just happened to set-up the printer a day before your hosting company changed their server https requirements it is possible too. If you printer is an mC-Print model and has firmware earlier than 3.0, it is worth updating the firmware to be sure. If you printer is a TSP654IIHIX model, then that already support the latest cypher suites from the first firmware release and you do not need to consider the first possibility.
@lawrenceowen
I checked the printer for updates, and also updated the printer.
Now there are no updates available for this printer.
Still, it is not possible to see the printer on the website.
It’s weird that we didn’t have a problem with this for the first time, until the day after.
We don’t use cloudflare and we didn’t switch from internet provided.
How can we solve this?
We use a : STAR TSP650II
Thanks in advance
Hey Guys,
I still have this problem…
Printer is updated to the latest firmware.
I can find it on the server IP adres.
It restarts wirelessly.
We added the URL the plugin provides to the printer.
The plugin is on the right place just like the URL says.
But for some reason the printer won’t show up it’s greyed out.
I can use your help guys
@farmermo
If the printer doesn’t show up on the list then something is blocking it from communicating with your server. The most common cause for this that is printer relates if the firmware version, because some servers have very strict rules about which https security levels they will support and enable only the strongest cypher suites supported by most browsers. But you have a TSP650IIHIX which doesn’t suffer from this issue anyway.
This means that you most likely have a network problem, that honestly is outside of our ability to fix. It will be either a local network issue (usually a router traffic rule) or server side (i.e. traffic filtering). You will really ned to talk with your ISP or hosting company.
But, I can try to help you diagnose where the issue lies by helping you to connect your printer to one of our hosted CloudPRNT services and/or connecting one of our devices to your web site for testing. To do that, please contact use directly so that we can exchange the necessary credentials. I know that some communication seems to has been lost in the past, unfortunately due to illness our support team has had some disruption. Please use the website contact form https://star-emea.com/contact/, ask to be passed directly to me and include a link to this forum thread so that we can connect you to the right issue easily.
Hey @lawrenceowen i’ve sent you a request via the form you posted.
Please get back to me so we can do these test.
Looking forward to finding the cause and solving it.
@farmermo Our support guys are not able to identify your request in their incoming queue.
Sorry for the confusion, but to avoid issues, I’ve set-up a new form, specifically for exchanging email address details with users of this forum, please use https://vault.star-emea.com/apps/forms/JXbN2aBYPykXe58r which will cause the message to go straight to me.
