# Troubleshooting Zebra Printer Network Connectivity in Hexnode UEM Use this guide when a Zebra Printer is offline, cannot join Wi-Fi, loses Ethernet connectivity, fails certificate-based network authentication, or does not reconnect after a policy or configuration change. How Network Connectivity Affects Zebra Printer Management --------------------------------------------------------- A Zebra Printer must maintain network connectivity to receive and complete Hexnode UEM actions. Hexnode UEM WorkflowNetwork DependencyEnrollmentPrinter must reach the Hexnode UEM portal after receiving enrollment commands.Policy deploymentPrinter must receive the assigned policy.Certificate deploymentPrinter must receive the certificate policy.Template deploymentPrinter must receive the selected template file.Firmware updatePrinter must remain connected throughout the update.Remote reset or restartPrinter must receive the requested action.Action History validationPrinter must report action progress or completion to Hexnode UEM.Before You Begin ---------------- Confirm the following conditions prior to troubleshooting: - The printer is powered on and has an active Ethernet or Wi-Fi connection. - The printer is associated with the correct Hexnode UEM policy and matches the target network. - Required certificates are deployed for secured network access. - The printer is visible under **Manage > Devices**. - The printer is not being moved between networks during policy deployment or firmware updates. Identify the Connectivity Issue ------------------------------- Review the breakdown below to isolate where the connection breaks down: Printer StateLikely Issue AreaFirst ActionDevice-Side CheckPrinter never appears online after enrollmentInitial network setupReview Ethernet or Wi-Fi configurationConfirm the printer has a valid network connectionPrinter becomes offline after policy deploymentIncorrect network policyReview recent policy associationPrint a configuration labelPrinter is online intermittentlyNetwork interface or environmentRestart print server and network interfaceCheck connection stabilityPrinter cannot join secured Wi-FiCertificate or authentication configurationReview certificate and Wi-Fi policyConfirm network authenticationPrinter needs a fresh configurationExisting network settings conflictReset network settingsReconfigure and reconnectTroubleshoot Wi-Fi Connectivity ------------------------------- When a Zebra Printer cannot join the required wireless network, verify the following: - The configured Wi-Fi network name (SSID) and security protocol match the enterprise network. - The printer is within wireless coverage and free from RF interference. - Required certificates are deployed *before* the Wi-Fi policy is applied. - The printer does not contain conflicting or outdated wireless settings. - The printer has restarted after receiving the network configuration. **Result:** After a valid Wi-Fi configuration is applied, the printer connects to the target wireless network and communicates with Hexnode UEM. Troubleshoot Ethernet Connectivity ---------------------------------- When a Zebra Printer cannot connect through Ethernet, verify the following: - The Ethernet cable is securely latching into an active network port. - The printer is configured for the required Ethernet settings (DHCP vs. Static IP). - The assigned network subnet allows the printer outbound access to the Hexnode UEM portal. **Result:** After a valid Ethernet configuration is applied, the printer reaches the required network and reports back to Hexnode UEM. Troubleshoot Certificates and Secured Network Access ---------------------------------------------------- Use certificate deployment when the Zebra Printer requires certificate-based authentication (e.g., 802.1X EAP) for Wi-Fi or enterprise network services. Verify the following: - The correct root/intermediate/client certificate is associated with the printer policy. - The certificate is current, valid, and has not expired. - The certificate was deployed successfully prior to the network authentication attempt. - The network policy references the exact authentication requirements needed by the RADIUS server. > **Important:** A missing, expired, or incorrectly deployed certificate will prevent a Zebra Printer from authenticating to a secured network. Restart Network Interface ------------------------- Execute the **[Restart Print Server and Network Interface](https://www.hexnode.com/mobile-device-management/help/reset-print-server-and-network-card/)** action when the printer is powered on but cannot re-establish a network connection. **Result:** The Zebra Printer restarts the print server and its wired or wireless network interface module, then attempts to re-authenticate and reconnect to the configured network. After the action completes: 1. Review **Action History** in Hexnode UEM to confirm the restart command was delivered. 2. Confirm that the printer reports as online under **Manage > Devices**. 3. If the printer remains offline, review network configurations and certificate requirements to determine if the issue is policy-related rather than interface-related. Troubleshooting Table --------------------- SymptomProbable CauseResolutionValidationPrinter is offline in Hexnode UEMNetwork configuration is invalid or connection is unavailable.Validate Wi-Fi/Ethernet settings and network availability.Printer reports online in portal.Printer loses connectivity after policy applicationIncorrect SSID, Ethernet setting, certificate, or network parameter.Review and correct the associated network policy.Printer reconnects after policy reapplication.Printer cannot authenticate to secured networkCertificate is missing, invalid, expired, or incorrectly configured.Deploy the required certificate and verify network requirements.Printer authenticates and checks in.Printer remains offline after connection is restoredPrint server or network interface requires a restart.Use the **Restart Network Interface** remote action.Printer reconnects and reports to portal.Printer must move to a new networkExisting configuration conflicts with target network.Reset network settings, then apply the new network configuration.Printer connects to target network.