Troubleshooting – OptimiDoc Cloud Client (OCC)

This section lists the most common issues encountered during installation and operation of the OptimiDoc Cloud Client and provides recommended checks and corrective actions.

OCC does not appear in the administration portal

Symptoms

• The workstation is not visible under OptimiDoc Cloud Portal > Devices > Authorized apps.

Checks

1. Verify that the user successfully authenticated during the first OCC launch.

2. Confirm that the workstation has internet connectivity.

3. Ensure HTTPS (TCP 443) communication to the OptimiDoc Cloud datacentre is allowed.

4. Verify that the user exists in the OptimiDoc Cloud tenant.

Resolution

• Restart the OptimiDoc Cloud Client service and desktop application..

• Ask the user to sign out and sign in again.

• Reinstall OCC if registration did not complete successfully.

Printers or drivers are not deployed

Symptoms

• No printers appear on the workstation.

• Assigned printers are missing after installation.

Checks

1. Confirm that printers are assigned to the user, group, or department.

2. Verify that printer synchronisation has been scheduled.

3. Check the Last printer sync timestamp in the admin portal.

4. Ensure that the client version is up to date.

Resolution

• Schedule printer synchronisation again.

• Restart the OptimiDoc Cloud Client service and desktop application.

• Verify that printers were created and managed by OCC.

Printer synchronisation fails or does not start

Symptoms

• Synchronisation tag remains visible.

• No changes are applied after scheduling sync.

Checks

1. Check network connectivity to OptimiDoc Cloud.

2. Verify that required ports and protocols are not blocked by a firewall.

3. Check that the OCC service and desktop app are running.

4. Confirm that the OCC is authorised by the user.

Resolution

• Restart the workstation or OCC service and desktop app.

Print job is not delivered

Symptoms

• Print job remains in the queue.

Checks

1. Verify that the OptimiDoc Cloud Client (OCC) desktop application is running.

2. Verify that the LPR port (TCP 515) is not occupied by another application.

   On Windows systems, the LPD Service may be running and occupying the LPR port:

   • Service name: LPDSVC

   • Display name: LPD Service

Resolution

• Test the availability of the LRP port and the running app.

OCC update is available but not applied (Windows)

Symptoms

• A status tag indicates that a new OCC version is available.

• Client remains on an older version.

Checks

1. Verify that automatic updates are supported (Windows only).

2. Confirm that the workstation is online during the update window.

3. Verify that the update status tag is displayed for the selected workstation.

Resolution

• Schedule the OCC update again.

• Restart the OCC service.

• Update manually if required.