Manage alerts

After creating an alert rule, an alert will be generated in the system when a situation occurs in accordance with the alert rule registered.

Information

If the option to receive alert notifications is enabled in the alert rule registration, when an alert is opened, the notification will be triggered according to the settings made.

The following actions, with the exception of manually closing the alert, can also be carried out directly in the device properties (only available for network or USB printers).

Instructions

View alert information and history

Who can use this feature

Users with the Admin or View alerts permissions

At any time, you can view the alert and its history. To do this, follow the steps below:

Access the Warnings menu and any of the submenus: Open, Processing or Closed, or the Monitoring > Printers menu, open the device properties and click on the Warnings tab
Click on the desired alert to open its properties

View the alert's registration information on the Info tab and its history on the History tab.

Network and USB printer alerts

Paper jam

Paper is jammed in the printer, which may prevent printing.

No paper tray

The paper tray is not inserted correctly in the printer or is missing.

No ink cartridge

The ink or toner cartridge is not installed in the printer or is not seated correctly.

Fuser on time failure

There is a problem with the printer's fuser, which is the part that heats up and fixes the toner to the paper.

Fuser thermistor failure

There is a problem with the fuser thermistor, a component that monitors the temperature of the fuser.

High fuser temperature

The fuser is too hot, which can cause printing problems.

Offline printer

The printer is offline because it did not send data after the period configured in Signal printer inactivity.

Interlock open

A printer connector is not in its correct position or is not working properly.

Ink low

The ink level in the cartridge or toner is low.

Waste toner

The compartment where the waste ink from the cartridge or toner is stored is full.

Out of paper

There is no paper in the printer tray.

Out of ink

The printer cartridge or toner is out of ink.

Paper tray change request

The printer is requesting a change of print tray.

Cover is opened

One of the printer's covers is open.

Network and USB thermal printer alerts

For detailed information on thermal printers alerts, as well as instructions on how to resolve them, we recommend consulting the manual supplied by the printer manufacturer.

Note

For Zebra thermal printers, alerts are supported when the language configured on the printer is one of the following: English, Danish, Dutch, Finnish, French, German, Italian, Portuguese, Russian, Spanish, or Swedish.

Card jam

The card has become stuck in the printer mechanism, preventing printing from continuing.

Compatible manufacturers:

Zebra (cards)

Battery low

The printer's battery level is too low and may cause interruptions in operation.

This alert is available for portable or battery-operated models.

Compatible manufacturers:

Zebra (labels)

Open printhead

The thermal printer's printhead is not closed properly or there is a problem with the sensor that detects whether the head is properly closed during operation.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network and USB
Brother USB (TD-4D, TD2, TD-4T and TJ series)
Brother network (TD-4D and TJ series)

Cold printhead

The thermal printer's printhead has not reached the right temperature to work properly, which can compromise print quality.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network
Brother network (TD-4D and TJ series)

Invalid printhead

The printhead installed is not working properly, has not been recognized by the system or is not compatible with the printer model.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network and USB
Brother USB (TD-4T and TJ series)
Brother network (TD-4D and TJ series)

Printhead too hot

The temperature of the thermal printer's printhead or motor has exceeded the safe limit.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network and USB
Brother USB (TD-4D, TD2, TD-4T and TJ series)
Brother network (TD-4D and TJ series)

Card not detected

The printer was unable to detect the presence of a card in the print path.

Compatible manufacturers:

Zebra (cards)

Cutter jammed

The printer's cutter is stuck and not working properly.

Compatible manufacturers:

Zebra (labels)
Honeywell network and USB
Brother USB (TD-4T and TJ series)
Brother network (TD-4D and TJ series)

Printhead shutdown

The printhead has been switched off automatically due to abnormal conditions.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network
Brother network (TD-4D and TJ series)

Bad printhead element

One or more elements of the printhead have failed, indicating possible physical damage or wear.

Compatible manufacturers:

Zebra (labels)

Card feed error

The printer was unable to feed the card correctly, which can result in print failures or jams.

Compatible manufacturers:

Zebra (cards)

Ribbon calibration error

The printer has failed to calibrate the ribbon correctly, which can result in poor print quality.

Compatible manufacturers:

Zebra (cards)

Ribbon movement error

The print ribbon is not moving correctly inside the printer, which can compromise the printing process.

Compatible manufacturers:

Zebra (cards)

Ribbon calibration sensor error

The sensor responsible for calibrating the ribbon has malfunctioned, preventing correct detection of the media and compromising printing.

Compatible manufacturers:

Zebra (cards)

System error

There is an internal fault in the printer system, which may be related to firmware, hardware or communication between internal components.

Compatible manufacturers:

Zebra (labels)
Brother USB (TD-4D and TD2 series)

Locked label

The printer label is jammed.

Compatible manufacturers:

Brother USB (TD-4T and TJ series)

Thermistor fault

The thermistor, the component responsible for monitoring and regulating the temperature of the print head, is faulty. The fault can be caused by a problem with the temperature sensor, faulty points on the print head or the removal of the print head.

Warning

To generate this alert in the NDD Orbix portal on Honeywell printers, it must first be configured on the device's web page. Go to Configure the alerts replace printhead, clean printhead, thermistor fault, low label or low ribbon on Honeywell thermal printers for more details.

Compatible manufacturers:

Zebra (labels)
Honeywell network and USB
Brother network (TD-4D and TJ series)

Invalid ribbon

The ribbon inserted in the printer is not compatible with the model or the current setting. Use an appropriate ribbon, according to the printer's specifications, to ensure print quality.

Compatible manufacturers:

Zebra (cards)

Locked tape

The printer ribbon is jammed.

Compatible manufacturers:

Brother USB (TD-4T and TJ series)

Thermal printer offline

The thermal printer is Offline due to one of the following reasons:

did not send data in the last 24 hours; or
the agent has tried to access the printer's alerts, but has received no response.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network and USB
Brother USB (TD-4D, TD2, TD-4T and TJ series)
Brother network (TD-4D and TJ series)

Clean printhead

The printhead needs to be cleaned.

Warning

To generate this alert in the NDD Orbix portal on Honeywell printers, it must first be configured on the device's web page. Go to Configure the alerts replace printhead, clean printhead, thermistor fault, low label or low ribbon on Honeywell thermal printers for more details.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network and USB
Brother network (TD-4D and TJ series)

Invalid ribbon MAC

There has been a failure to authenticate the ribbon used. This may indicate that the ribbon is not original, is damaged or that its authentication code is missing or incorrect.

Compatible manufacturers:

Zebra (cards)

Low label

The roll of labels or print media is below the configured limit.

Warning

To generate this alert in the NDD Orbix portal on Honeywell printers, it must first be configured on the device's web page. Go to Configure the alerts replace printhead, clean printhead, thermistor fault, low label or low ribbon on Honeywell thermal printers for more details. Also, make sure that the printer has the media low sensor installed so that the value entered on the printer's web page is captured.

Compatible manufacturers:

Zebra (labels)
Honeywell network and USB
Brother USB (TD-4T and TJ series)
Brother network (TD-4D and TJ series)

Low ribbon

The roll of ribbon is below the configured limit.

Warning

To generate this alert in the NDD Orbix portal on Honeywell printers, it must first be configured on the device's web page. Go to Configure the alerts replace printhead, clean printhead, thermistor fault, low label or low ribbon on Honeywell thermal printers for more details. Also, make sure that the printer has the ribbon low sensor installed so that the value entered on the printer's web page is captured.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network and USB
Brother USB (TD-4T and TJ series)
Brother network (TD-4D and TJ series)

Low card

The level of cards in the compartment is below the configured limit. Refill the cards before the printer interrupts operations due to lack of media.

Compatible manufacturers:

Zebra (cards)

No cards

The card slot is empty, preventing the printer from operating. Refill the slot with compatible cards to resume printing.

Compatible manufacturers:

Zebra (cards)

No label

The paper or print media has run out.

Note

In some cases, the identification of certain alerts may be lost due to the interruption of communication with the printer when the user tries to print with No ribbon or No label alerts, re-establishing communication only after the alert has been resolved. This situation is caused by a limitation of the printer itself, as specified by the manufacturer Honeywell.

Compatible manufacturers:

Zebra (labels)
Honeywell network and USB
Brother USB (TD-4D, TD2, TD-4T and TJ series)
Brother network (TD-4D and TJ series)

No ribbon

The printer ribbon has run out.

Note

In some cases, the identification of certain alerts may be lost due to the interruption of communication with the printer when the user tries to print with No ribbon or No label alerts, re-establishing communication only after the alert has been resolved. This situation is caused by a limitation of the printer itself, as specified by the manufacturer Honeywell.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network and USB
Brother USB (TD-4T and TJ series)
Brother network (TD-4D and TJ series)

Replace printhead

The printhead needs to be replaced.

Warning

To generate this alert in the NDD Orbix portal on Honeywell printers, it must first be configured on the device's web page. Go to Configure the alerts replace printhead, clean printhead, thermistor fault, low label or low ribbon on Honeywell thermal printers for more details.

Compatible manufacturers:

Zebra (labels and cards)
Honeywell network and USB
Brother network (TD-4D and TJ series)

Invalid card type

The inserted card is not compatible with the printer's current setting or the selected print type.

Compatible manufacturers:

Zebra (cards)

Computer alerts

Storage disk addition

A new disk has been installed and there is no record of it being removed in the same period.

RAM memory addition

A new RAM memory has been installed and there is no record of it being removed in the same period.

Battery not identified

There is no battery connected to the computer.

This alert is only available for notebooks.

Battery degradation

The computer's battery degradation has reached or exceeded 30%.

This alert is only available for notebooks.

Committed disk space

The computer's storage disk usage has reached or exceeded 90%.

SMART failures

A SMART failure has been detected on the computer's hard disk.

Information on the type of SMART fault detected will be provided in the Alert description field in the alert's registration data.

RAM memory overused

The computer's RAM usage has reached or exceeded 90% for more than 10 minutes.

Loss of monitoring

The computer is inactive because it hasn't received any data for more than 7 days.

Processor overused

The computer's processor usage has reached or exceeded 90% for more than 10 minutes.

Storage disk removal

A disk has been removed and there is no record of an addition in the same period.

RAM memory removal

A RAM memory has been removed and there is no record of it being added in the same period.

Storage disk replacement

The current storage disk has been exchanged for another, i.e. one disk has been removed and another has been added.

RAM memory replacement

The current RAM memory has been exchanged for another, i.e. one memory has been removed and another has been added.

Processor replacement

The current processor has been exchanged for another, i.e. one processor has been removed and another has been added.

Battery temperature

The computer's power supply (battery) temperature has reached or exceeded 60ºC for more than 5 minutes.

This alert is only available for notebooks.

Memory temperature

The computer's RAM memory temperature has reached or exceeded 80ºC for more than 5 minutes.

Graphics card temperature

The computer's graphics card (GPU) temperature has reached or exceeded 80ºC for more than 5 minutes.

Motherboard temperature

The computer's motherboard temperature has reached or exceeded 80ºC for more than 5 minutes.

Disk temperature

The computer's HD temperature has reached or exceeded 60ºC for more than 5 minutes and/or the computer's SSD temperature has reached or exceeded 70ºC for more than 5 minutes.

Processor temperature

The computer's CPU temperature has reached or exceeded 80ºC for more than 5 minutes.

Software alerts

Antivirus with outdated database

The database of antivirus or security software is out of date. This can compromise the computer's protection and result in vulnerabilities.

Software license expired

The software license installed on a computer has already expired, according to the expiration date configured in the NDD Orbix portal.

To change the license expiration date, go to Link license to computer.

Software license about to expire

The software license installed on a computer will expire in less than 30 days, according to the expiration date configured in the NDD Orbix portal.

To change the license expiration date, go to Link license to computer.

Software pending classification

The software has a pending status, i.e. it has not yet been configured as allowed or forbidden in the NDD Orbix portal.

To change the software's status, go to Change software status.

Forbidden software installed

Software configured with forbidden status on the NDD Orbix portal has been installed on a computer. This could compromise the organization's security and compliance.

To view the software inventory and its status, go to View software inventory.

Unlicensed software

The software is registered, but there is not yet a license configured for it in the NDD Orbix portal.

To link the license to the software, go to Link license to software.

Forward the alert by e-mail

Who can use this feature

Users with the Admin or Forward alerts permissions

To help manage and repair the alert, you can forward it by e-mail to specific recipients. To do this, follow the steps below:

Note

By configuring the alert rule, the alert is automatically sent to the chosen recipients, according to the settings selected. The forward function is used to send the alert to addresses other than those defined in the rule when necessary.

Access the Warnings menu and the submenus: Open or Processing, or the Monitoring > Printers menu, open the device properties and click on the Warnings tab
Select the alert you want
Click on the Forward button in the top right-hand corner
Enter the emails of the desired recipients in the Recipient(s) field, separating them by semicolons (if there is more than one)
Enter a comment about the alert in the Comment field, observing a minimum of 5 characters and a maximum of 255 characters
The comment you enter will appear in the alert history.
Click the Submit button to forward the e-mail to the recipients

If the standard e-mail is chosen as the rule notification, the e-mail sent will contain the following data:

Title: alert and criticality level + alert name + customer name
Introduction: informs the sender (user) who forwarded the alert e-mail
Comment: with the text written by the user in the field when forwarding the e-mail
Alert data: alert and criticality level + alert name + customer name + site name + department name
Data on the printer that generated the alert: name + IP address + manufacturer + model + serial number
Data on the period in which the alert is occurring
Link to access the NDD Orbix portal and view the alert details

If customized e-mail is chosen as the rule notification, the e-mail sent will follow the settings made.

Handle the alert

Who can use this feature

Users with the Admin or Handle alerts permissions

Once you have identified an open alert and started to repair it, you can forward it for handling. To do this, follow the steps below:

Access the Warnings > Open menu, or the Monitoring > Printers menu, open the device properties and click on the Warnings tab
Select the alerts you wish to forward for handling
Click on the Process button in the top right-hand corner
Click the Yes button to confirm the action

The selected alerts will move from the Open sub-menu to the Processing sub-menu, helping you to visually identify which alerts are already being handled.

Manually close the alert

Who can use this feature

Users with the Admin or Close alerts permissions

When the system identifies that an alert has been dealt with (regardless of whether it is in the Open submenu or the Processing submenu), it will close the alert automatically and forward it to the Closed submenu.

However, at the user's decision, it is possible to close it manually. To do this, follow the steps below:

Go to the Warnings > Processing menu

Note

If the alert is still in the Open submenu, forward it to handling so that you can close it manually.

Locate the alert you want to close
Click on the ⋮ button at the end of the line
Click on Finish
Enter a comment about the alert in the Comment field, observing a minimum of 5 characters and a maximum of 255 characters
The comment you enter will appear in the alert history.
Click the Save button to close the alert

The selected alert will move from the Processing submenu to the Closed submenu.

Once the alert has been closed manually, the system will validate it within 24 hours to confirm that it has indeed been closed.

If the system identifies that the alert persists during this validation period (in communication with the device, the same alert is observed again), it will be reopened and move from the Closed submenu to the Open submenu, allowing changes to be tracked through the alert's history. See Why have alerts that were closed disappeared from the grid? for more information.