Some of the printer agent's certificate are expiring this year, it is advisable to change them by downloading the non expiring ones from our portal.

Why are some printer agents expiring?

HP has implemented a new certification validation process that was introduced on Firmware 3.9.7 or 4.11.2 or 5.2 and therefore an upgrade to this firmware level is mandatory in order to deploy the Celiveo Printer Agent containing the new certificate.

What is the impact of this expiry?

  1. End-Users are unable to authenticate on the Printer even when Celiveo My Print Jobs is visible.
    1. Error message showing Sign-in Failed– The default Sign-in method (Celiveo Login) is Currently unavailable. Choose an alternative method and sign in again.
      • This message occurs since the Printer Agent that is responsible to handle the authentication process isn’t running as the printer stopped it from start after boot since the certificate was expired.

  1. Unable to Sync the Printer from the WA with following error messages in the WA and logs
    1. WA log - Unable to connect to the remote server 
    2. WA log - No connection could be made because the target machine actively refused it
    3. WA sync status - Synchronization Failed (HP FutureSmart): Failed to send the SQL information to Device Name
      • Why? These messages indicate that the WA is unable to communicate with the Printer Agent because the Printer Agent isn’t running as the printer stopped it from start after boot since the certificate was expired.
      • Troubleshooting Messages a, b and c - These could also show if a firewall was blocking the communication between the WA and the Printer IP Address and therefore the Printer Agent, but since we know that the Printer IP Address and Ports are usable we know that the issue is related to the Printer Agent not being started.

Are you impacted by the expiry?

  1. If you are using a version prior to Celiveo 8R from 2021 then there’s no issue.
  2. Starting Celiveo 21Dwe included 2 versions of the HP Printer agent
    1. 8.x.021.xxxx – This version will expire one year after the certificate has been committed to Celiveo. If you are using it will expire sometime in April 2022 but if you are using a version from January 2021 then it will expire in January 2022.
    2. 8.x.121.xxxx – This version does not expire and will continue to run however it requires Firmware 3.9.7 or 4.11.2 or 5.2 as minimum

If you are using an expiring version (8.x.021.xxxx) here is what you need to do:

  • check what is the firmware you are using.  If you use either Firmware 3.9.7 or 4.11.2 or 5.2 or latest, you can proceed with changing the printer agent.
    • In the case where you are using a firmware not in this list, you need to upgrage it to a newer version.
  • Check on our portal (link below) for the non expiring version: 8.x.121.xxxx