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Two Physical Device Entries Appear in System Manager After Installing Equitrac Embedded Software

With Equitrac Office, Equitrac Express, and Equitrac Professional 5, when you install the Equitrac embedded software, two physical devices appears in System Manager > Devices. One physical device contains the printer port and print queue. The other physical device contains the embedded device. As a result the Equitrac embedded software does not function properly. This behavior can occur if the system is unable to resolve the IP address of the printer with the DNS host name used during the installation of the Equitrac embedded software. When this occurs, two physical device entries appear in System Manager under Devices. Once the two entries are created, it is not possible to merge them into one without first deleting and then recreating the entries.

To troubleshoot and resolve this issue, perform the following: 

Option 1:   Delete both physical devices from System Manager.  Close System Manager.  Print a test page to the physical printer.  At the MFP console, log on and then log off.  Open System Manager.  Verify whether a single physical device containing the port, print queue, and embedded device appears.

Option 2:   Delete both physical devices from System Manager.  Delete the physical printer from within Printers and Faxes.  Delete the TCP/IP and Equitrac ports associated with the printer.  Recreate the printer using the host name, not the IP address.  Print a test page. Use EQ Printer Conversion Wizard to move the printer to an EquitracPort.  Print another test page.  At the MFP console, log on and then off.   Start System Manager.  Verify whether a single physical device containing the port, print queue, and embedded device appears.

If the problem persists after attempting the above resolutions, the behavior is most likely the result of an issue with the DNS on the network.  It is strongly recommended that the root cause of this issue be investigated and resolved before proceeding.  If a resolution to the DNS issue cannot be found, proceed to option 3.

WARNING:  Option 3 involves modifying the host file on the print server hosting the printer spooler.  This has the potential to create other issues or network problems.  Option 3 should only be attempted as a last resort option. 

Option 3:   Manipulate the Host file on the print server hosting the printer spooler to associate the IP address and host name of the embedded physical device.  Delete both physical devices from System Manager.  Close System Manager.  Print a test page to the physical printer.  At the MFP console, log on and then log off.  Open System Manager.  Verify whether a single physical device containing the port, print queue, and embedded device appears.

Once the embedded device appears within the physical device, remember to enable security and Follow-You printing, if required. If after following these troubleshooting suggestions the problem persists, contact Equitrac Technical support for further assistance.