Host computer is turned-off
‘Print Tracker Pro Watcher’ service stopped.
If that is the case restarting the service may restore communication.
An example of the service running is shown in the screenshot below.
For the DCA to run the host computer needs to run two processes
‘C:\Program Files (X86)\Print Tracker Pro\printtrackerpro.exe’
‘C:\Program Files (X86)\Print Tracker Pro\ptpwatcher.exe’
If either file is missing, then an anti-virus or anti-malware program may have quarantined the file.
These should both be listed in the task manager as shown in the example screenshot below.
Blocked Communication
If the processes are running then the problem may be with the customer's network security, firewall or a change in proxy server.
The domains that DCAs need access to, as well as the protocols are:
Domain | Protocol | Port | Purpose |
dcam.printtrackerpro.com | gRPC streaming (uses HTTP/2 as a transport) | 443 | Allows data collection agents to receive jobs, upload meters, and fire alerts. |
csr.printtrackerpro.com | gRPC (uses HTTP/2 as a transport) | 443 | Allows data collection agents to register under entities that you configure. |
hc.printtrackerpro.com | HTTP | 443 | Allows data collection agents to report their health status. |
api.printtrackerpro.com | HTTP | 443 | Allows data collection agents to upload trouble reports. |
HTTP | 443 | Allows data collection agents to automatically upgrade version and data gathering instructions |
The main URL is dcam.printtrackerpro.com. Our server IP address is 34.82.142.242.
It is recommended that the customer allow communication with the entire *.printtrackerpro.com domain to ensure that all current and future Print Tracker services are accessible.
If you do not allow the entire domain, you may need to update the network configuration in the future to allow access to new services.
To test for blocked communication from the host computer:
Open browser to URL: localhost:1301
Check to see if any of the 4 communication checks have failed.
As shown in the example screenshot below, a green dot indicates communication is working.
When a DCA is offline, options are:
Have someone on-site assist with getting the DCA back online
Have someone on-site uninstall, reboot, and perform clean re-install on the original host computer
Deploy a new DCA on a different host computer, preferably on a server or desktop that is normally online
Monitor the devices with a Print Tracker Cube, described at https://docs.printtrackerpro.com/docs/cube/overview