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Troubleshooting Zebra Printer Remote Actions and Recovery in Hexnode UEM
Hexnode UEM provides Zebra Printer actions for firmware updates, template deployment, printer resets, network recovery, configuration-label printing, and custom script execution. Use this guide to review Action History, identify the failed action stage, and restore printer availability.
How Zebra Printer Remote Actions Work
Remote actions are sent from the Hexnode UEM portal to an enrolled Zebra Printer. The printer must be online and able to communicate with the Hexnode UEM portal to receive and process most actions.
Use remote actions for:
- Firmware updates
- Template deployment
- Factory reset
- Print-server and network-interface restart
- Print Label
- Custom script execution
Use Action History to Investigate Remote Actions
Use Action History to review the status of Zebra Printer remote actions. To review broader remote-action reporting, navigate to:
Reports > Built-in Reports > Action > Action History
Result: The administrator can review remote-action records across managed devices.
Troubleshoot Pending Remote Actions
If a Zebra Printer remote action remains pending:
- Confirm Device Status: Verify that the printer is listed as online in Manage > Devices to confirm it can receive commands.
- Verify Network Connectivity: Confirm that the printer maintains an active network connection capable of communicating with the Hexnode UEM portal.
- Review Action Requirements: Confirm that required files, policies, certificates, or target configurations are available.
- Inspect Action History: Check whether the action remains pending, has failed, or has completed.
- Correct Issue Before Retrying: Retry the action only after resolving the underlying issue to avoid repeating an action that cannot complete under the current device state.
Troubleshoot Reset Actions
Hexnode UEM provides two distinct Zebra Printer reset actions. If a reset does not produce the expected result:
- Confirm that the correct reset option was selected for your use case.
- Confirm that the printer was online when the action was sent.
- Review Action History for execution status.
- Confirm the physical printer state after the action completes.
- Reapply the required network, certificate, template, and configuration policies after a successful reset.
Warning: The Reset device action removes existing printer configurations. Confirm that required policies, certificates, network settings, and templates are available for redeployment before initiating a factory reset.
Action Status & Diagnostic Steps
| Action Status or Result | What It Can Indicate | First Action |
|---|---|---|
| Pending | Printer is offline, unavailable, or has not completed the command. | Confirm printer connectivity and latest device communication. |
| Failed | File, configuration, compatibility, or device-side action failure. | Review Action History and action-specific prerequisites. |
| Completed | The command was delivered or processed by the endpoint. | Validate the expected printer-side result. |
| No visible device-side change | Action completed but did not create the expected operational outcome. | Use Print Label, Device Summary, or physical printer inspection to validate state. |
| Partial fleet failure | Printers have different models, configurations, or network states. | Segment the printer fleet and troubleshoot the failed group separately. |
Reset Action Comparison
| Reset Action | Expected Result | Use When |
|---|---|---|
| Reset device | Restores the printer to factory settings. | Printer must be reconfigured completely or prepared for a new deployment. |
| Reset network settings | Clears the existing printer network configuration. | Existing network settings prevent connection to the target network. |
Troubleshoot Network Restart Actions
Use the Restart Network Interface action when the printer remains powered on but cannot reconnect to the network.
If the printer remains offline after the restart:
- Confirm that network settings (IP, subnet, gateway) are correct.
- Confirm that required certificates are present for secured 802.1X networks.
- Confirm physical Ethernet or wireless Wi-Fi network availability.
- Evaluate whether the printer must be assigned a different network configuration.
- Use Reset network settings only when a fresh network configuration is required.
Result: After correct network configuration is restored, the printer reconnects and becomes available in Hexnode UEM.
Troubleshoot Print Label Actions
Use the Print Label action to print physical Zebra Printer configuration details.
If Print Label does not produce a label:
- Confirm that the printer is online in the portal.
- Confirm that the printer has media (labels/ribbon) loaded and available.
- Confirm that the device is enrolled specifically as a Zebra Printer in Hexnode UEM.
- Review Action History for the specific action result.
- Confirm that the selected label type is appropriate for the required diagnostic information.
Result: A successful Print Label action produces a physical printer configuration label used to validate printer settings.
Troubleshoot Custom Script Execution
Use custom script execution when an approved Zebra Printer script must be deployed to a managed printer.
Supported script file formats include: .zpl, .nrd, .txt, .lbl, and .zbi.
If custom script execution fails:
- Confirm that the file uses a supported format (
.zpl,.nrd,.txt,.lbl,.zbi). - Confirm that the printer is online and able to receive commands.
- Confirm that the script is valid for the target printer model and configuration without unsupported syntax.
- Review Show Output in Action History to review available execution logs and determine why the script failed.
Validate Printer Recovery
After completing a recovery action, verify printer restoration using these steps:
- Portal Availability: Confirm that the printer is online in Manage > Devices so it can receive follow-up policies and remote actions.
- Action History: Review the relevant action entry under Action History to confirm reported success status.
- Configuration Printout: Print a configuration label if required to validate the physical device state.
- Target State Verification: Confirm specific device state changes based on the executed action:
- The printer reconnects to the network.
- The new firmware version appears in Device Summary > OS Version.
- The template appears in the printer resource list.
- The printer returns to factory-default configuration following a reset.
- The custom script modifies the intended printer setting.
Master Troubleshooting Table
| Symptom | Probable Cause | Resolution | Validation |
|---|---|---|---|
| Remote action remains pending | Printer is offline or cannot reach Hexnode UEM. | Restore connectivity and confirm printer availability. | Action progresses or printer reports online. |
| Reset action does not produce expected result | Incorrect reset option was selected or printer did not process the action. | Confirm whether Reset device or Reset network settings was selected; verify printer configuration and network state. | Printer resets to expected baseline. |
| Restart network interface does not restore connectivity | Network configuration remains invalid or missing credentials. | Review Wi-Fi/Ethernet settings and certificates. | Printer reconnects after correct configuration is applied. |
| Print Label action does not print | Printer is offline, has no media, or is not enrolled as a Zebra Printer. | Confirm printer status, media availability, and enrollment type. | Physical configuration label prints successfully. |
| Custom script action fails | Unsupported file, script syntax issue, or target-printer configuration problem. | Review script source and check Show Output in Action History. | Confirm the expected printer-side change. |
| Remote action shows success but printer remains unavailable | The action completed but the underlying network or hardware issue persists. | Print configuration label, review network state, and use applicable recovery workflow. | Printer reconnects and receives follow-up actions. |
Frequently Asked Questions
Why is my Zebra Printer remote action pending?
The printer may be offline, unable to establish an outbound connection to the Hexnode UEM portal, or unable to process the requested command under its current state.
Where can I review Zebra Printer remote-action status?
Review the printer’s individual Action History tab or navigate to Reports > Built-in Reports > Action > Action History for broader fleet-wide reporting visibility.
What is the difference between Reset device and Reset network settings?
Reset device restores the printer to factory default settings, removing all custom configurations. Reset network settings clears only the printer’s existing network parameters (Wi-Fi, Ethernet, IP settings).
Why did the restart network-interface action not bring my printer online?
The printer may still have invalid Wi-Fi, Ethernet, or certificate configurations. Restarting the network interface card refreshes the hardware session but does not automatically fix incorrect network credentials.
How do I verify a remote action on the printer itself?
Use direct device-side validation methods, such as inspecting network status LEDs, checking the reported firmware version on the LCD screen, printing a configuration label, or inspecting stored template resources.
