2. Dashlink Print: Known Issues & Troubleshooting
Before installing Dashlink Print you must make sure to have all previous versions of QZ Tray uninstalled. Each client will need to manually uninstall QZ Tray first, the two applications should not coexist because they will fight for the same port number. For Windows, the uninstall can be performed through the Control Panel/System Preferences. For Mac, the app can be dragged to the recycling bin, or advanced users may wish to run the uninstall script. For Linux, the uninstall script is needed.
Step-by-Step Guide
Guide to Dashlink Print Issues & Solutions
This article provides a comprehensive guide to known issues and troubleshooting steps for Dashlink Print users. It is designed for users who are experiencing problems with installation, operation, or software conflicts.
Pre-requisites
Before installing Dashlink Print you must make sure to have all previous versions of QZ Tray uninstalled. Each client will need to manually uninstall QZ Tray first, the two applications should not coexist because they will fight for the same port number. For Windows, the uninstall can be performed through the Control Panel/System Preferences. For Mac, the app can be dragged to the recycling bin, or advanced users may wish to run the uninstall script. For Linux, the uninstall script is needed.
For Windows, the uninstall can be performed through the Control Panel/System Preferences.
For Windows, the uninstall can be performed through the Control Panel/System Preferences.
For Mac, the app can be dragged to the recycling bin, or advanced users may wish to run the uninstal
For Mac, the app can be dragged to the recycling bin, or advanced users may wish to run the uninstall script.
For Linux, the uninstall script is needed.
For Linux, the uninstall script is needed.
Known Issues: Conflicting Applications
Having two versions of Dashlink Print and/or QZ Tray installed simultaneously can cause conflicts. Ensure only one version is installed. Antivirus software may block Dashlink Print communication. Add an exception for the Dashlink Print application in your antivirus settings. Firewall settings may block WebSocket connections. Ensure port 8181 (or configured port) is allowed through your firewall.
Resolve Java Conflicts
Older Java versions can cause conflicts. If uninstalling is not possible, Dashlink Print 2.2+ includes its own Java version.
Antivirus Software Adjustments
Disable application containment and web filtering for Dashlink Print and its Java Runtime. Whitelist necessary local ports and directories.
→ https://qz.io/support/Troubleshooting: Logging
To automatically zip logs and place on your desktop: Right-click the Dashlink Print Icon, select Advanced, then Troubleshooting. Click "Zip Logs" to create a log archive. These logs are essential for our support team to diagnose issues.
Access Logs
Use Dashlink Print's advanced troubleshooting options to zip logs and place them on your desktop. Logs are stored in specific directories on Windows, Mac, and Linux.
→ https://qz.io/wiki/faq#logsConsole Logs for Debugging
Launch Dashlink Print from the command line with specific memory settings to view detailed debug messages. Adjust memory allocation as needed.
→ https://qz.io/wiki/faq#console-logsResolve PKIX Path Errors
Append specific commands to fetch detailed SSL certificate information. Check for broken certificate chains or self-signed certificates and update Java if necessary.
→ https://github.com/qzind/tray/files/2194181/Document.1906321.1.pdfFix Software Launch Issues
A corrupt Java installation can prevent software from launching. Reinstall Java using the offline installer and check for custom JAVA_HOME variables.
→ https://qz.io/wiki/upgrading-javaTroubleshoot Printer Listing
On Mac, reset the printing system and re-add printers. On Windows, remove conflicting printer drivers to resolve listing issues.
→ https://qz.io/wiki/faq#cannot-list-printersTemporary File Access: If the antivirus blocks access to the temporary directory, please disable or
Temporary File Access: If the antivirus blocks access to the temporary directory, please disable or whitelist the Dashlink Print installer.
Other issues: QZ Industries does not provide support for issues created by third party antivirus app
Other issues: QZ Industries does not provide support for issues created by third party antivirus applications. Built-in features (such as Windows Defender) are supported and may be escalated to the various support channels.
Troubleshooting: Raw Printing Issues
Raw printing sends data directly to the printer without processing. Ensure the printer is configured for raw mode. Check that the correct printer name is being used in the print command. Verify the raw data format matches what the printer expects (ZPL, EPL, ESC/POS, etc.).
Troubleshooting: HTML Printing Issues
HTML printing (JavaFX) can cause printing to fail if: the HTML page width exceeds the printer page width, printer resolution for HTML print is high (e.g. 600dpi, 1200dpi) — try hard-coding a lower DPI, or out of memory issues occur if running the 32-bit JVM. If JavaFX is not available, ensure the correct Java version is installed.
Troubleshooting: Thermal/Label Printer Configuration
If your thermal or label printer has undesired results, it may be improperly configured. Check the printer driver settings for paper size, orientation, and print quality. Ensure the label dimensions match the configured media size. Verify the printer is using the correct print language (ZPL, EPL). Test with a simple raw print command to isolate the issue.
Dashlink Print Icon, Advanced, Troubleshooting, Zip Logs (To Desktop)
Dashlink Print Icon, Advanced, Troubleshooting, Zip Logs (To Desktop)
Support
For additional support, please open a ticket describing your issue in detail. Include the zipped log files from the Troubleshooting step above, your operating system version, browser version, and printer model.