Frequently asked questions

The PrintWayy Client is the module installed in the environment where the printers are located, responsible for capturing data from the devices. 

Net Client Service: This service is responsible for monitoring the printers and generating a compressed and encrypted file with the information captured (.plog). Every 30 minutes, the service communicates with each printer on the network, going directly to the IP address configured in the system and requesting some information via the SNMP network protocol.

Link Service: responsible for monitoring the directory of .plog files and sending them via the HTTPS protocol and port 443, the same standard used by banks and well-known e-mail services.

Updater Service: This service is responsible for checking the PrintWayy server every 2 hours for possible updates. 

Updater Guardian Service: This service is responsible for monitoring the activity of the aforementioned services and ensuring that they remain running.

To better understand PrintWayy's process and information flow, we've made this infographic that will help you understand how the information captured on the printer reaches the web site.

Yes. Depending on the operating system where the PrintWayy Client will be installed, you will need a specific version of the .NET Framework.

More details in Downloads.

SNMP communication ports 161 and 162 must be opened.

You can configure the proxy during the installation of PrintWayy Client or once it is already installed.

Operating Systems

• Windows XP SP3;
• Windows Vista SP1 or later;
• Windows 7;
• Windows 8;
• Windows 10;
• Windows Server 2003 SP2;
• Windows Server 2008;
• Windows Server 2012.

Hardware requirements

• 1 Ghz processor or higher;
• 1 GB of RAM or more;
• 850 MB of free disk space (for x86 architecture);
• 2 GB of free disk space (for x64 architecture);
• Internet connection and access to PrintWayy Web Services: https://ws.southwayy.com/southwayywebservice.asmx
  https://ws.printwayy.com/PrintWayyWebService.asmx

Unlike when printers are networked and appear automatically in the Administration Tool's Printers menu, USB communication needs to be triggered:

It is important that the printer is turned on and connected correctly to the computer. Monitoring via USB can only be designed on a peer-to-peer basis, i.e. wherever a USB printer is connected, there must be a Printwayy Client installation.

• In the detailed printer search, you can select an IP range configured in the settings screen, making it easier to find printers.

• A counter reset is when a printer has an X counter and for some reason ends up working again with the X counter having a lower value than the previous one processed.Possible causes of reset:
  • Part exchange;
  • Preventive maintenance;
  • Power surges;
  • Firmware updates;
  • An internal printer fault.

  When a printer that is being monitored by the system passes, a special alert will be sent to the Printwayy Support team and an internal procedure for adjusting these counters will take place:

  • Disable monitoring of the current printer with the counters prior to the reset;
  • Start monitoring a printer with exactly the same post-reset counters.

  In the system reports, "duplicate" will appear because it characterizes two passes from the same printer, separating previous and post-reset production. 

• There are two scenarios:
  • If a user places a new printer on the same IP as an already monitored printer, the new device will communicate normally, but the previous device will fail to communicate.
  • If a printer already monitored with a specific IP ends up changing this IP automatically or manually, it is extremely important that this new IP is within the subnet registered as the default or within the IP ranges registered with the PrintWayy Client. If you don't obey these rules, the printer will fail to communicate because Printwayy won't be able to find it!

  Checking the default subnet

  This subnet information is captured and configured automatically. There is no way to make changes.

No. Installation and maintenance of the PrintWayy Client on clients is the responsibility of the provider. For security and workload reasons, we don't carry out this service, but if you need help or have any questions about installing and monitoring printers, you can contact us.

This printer model is manufactured in batches with two standard passwords. Check the password on the sticker affixed to the device and register the password. Enter the password in Registration > Credentials > HTTP or via the HTTP button when searching for a printer by IP.

Select the registered password and search for the printer.

Yes, because it can be recorded in the operating system's registry keys when a USB printer is removed, so the best thing to do before monitoring the new USB printer is to check which serial PrintWayy has captured and edit that serial number in the corresponding field, and only then monitor it.

Bidirectional Support is a feature found in most printers and can be found in the Printer Properties of Windows printers or Printers and Scanners, the name depending on the version of Windows you are using.

Then go to the Ports tab and find the Bidirectional Support option, after which you just have to disable it and click Apply.

Another procedure that can be carried out to perform monitoring attempts via USB is to turn off the printer, change the USB port to which it is connected to the computer and turn it back on, make a printout and try the search again.

Brother printers usually install a service called "BRy" and it is vital for USB communication that this service is disabled. Tests have been carried out to check how the printer works with this service deactivated and there were no problems, so you can deactivate it without fear.

This service is in the list of Windows services. To get to it, press + R and type "services.msc". In Windows 7, Windows Server 2008 or higher, you can also type "services.msc" in the start menu itself and then press "Enter".

Other services are known to our support team, so the same problems can occur: BrStMonW.exe, BrMfcWnd.exe and Brmfcwnd.exe.

Check the system tray next to the clock to see if the Status Monitor Application (BrMfcWnd) program icon is active. If it is, follow these steps:

1. Go to Run, via the Windows Start Menu, or by typing + R,
2. In the search, type msconfig
3. Go to the "Startup Programs" tab, look in the list for the Status Monitor Application (BrMfcWnd) service and click "disable to not start with Windows".
4. Click on "Exit without restarting Windows"

No. PrintWayy registers the first administrator of the provider's environment. The provider is responsible for managing the users who access their environment. We don't register any more users because of the security of the provider's data.

Depending on the volume of pending exchanges, it may make sense to configure the system to confirm all of these exchange suggestions. To do this, go to the customer details screen and under the Settings tab and check the option Confirm supply exchanges automatically for this customer.

For the exchange to be confirmed automatically, it is important that the customer's printer location has supply available and that it is compatible with the printer.

If more than one supply is eligible for exchange, the supply model already used by the printer will be used.

If none of the supplies have been used before, the exchange will not be made.

If there are previous pending exchanges, new exchanges will not be confirmed.

A backup device is a "reserve" device that is available to the customer, but is switched off most of the time, only being switched on in situations where it is necessary to temporarily replace another printer that has malfunctioned.

PrintWayy will not open communication failure alerts for printers with this option active.

Open the Printer details screen from the Printers per client screen, go to the Settings tab and check the Backup printer box.

In order to bill your customers on a monthly basis, you need to obtain the page production of all your printers. In Printwayy there are 3 ways of obtaining the counters:

1. Detail screen for each printer
2. Prints and copies report
3. Monthly closing report

1. printer details screen

Through the details screen for each printer, as well as accessing the current status and the last counters collected, you can check the status of the supplies. To access the details, go to Printers > Printers by customer. Select the customer in question and then open the details of the printer(s) you want to get the latest reading for.

Features:

• On this screen you will always see the most up-to-date information for each printer;
• The interval between each update is 30 minutes;
• The number of counters displayed varies depending on the printer manufacturer/model;
• For B&W equipment, you can only take the General meter into account;
• For color equipment, if your billing is different between B&W and Color, there will be General B&W and General Full Color counters available for billing;
• There are printers that count Single Color and 2 Color prints/copies. In these cases, General Single Color and General 2 Color will also be shown as Color production. So the Color output will be made up of: General Total Color + General Single Color + General 2 Color;
• All the other counters shown make up the general counters.

Good practices:

• With large numbers of printers, this model will require a greater effort to collect the counters. In this case, print and copy reports, as well as monthly closing, can be great allies in saving this time;
• Keep an eye on the date and time of the last reading to ensure that the printer has up-to-date data.

2. Prints and copies report

In the prints and copies report, you can obtain, at a single glance, the counters of all the printers of the same client and/or contract, for a given period. Go to the Reports > Prints and copies by printer menu. Select the client, the contract (if any) and the desired period.

Features:

• Mass generation of the counters of all the client/contract printers at the same time;
• It is possible to enable graphs that show the daily evolution of prints, giving more clarity to the use of printers over the period;
• Possibility of separating the report by location, for example: head office and branches, according to the customer's record;
• The report columns are customizable, you can include information relevant to your billing and checking; SEE HOW TO CONFIGURE THE COLUMNS.

Good practices:

• Enable the data collection end date and time column to ensure that your billing is up to date. This report does not contain information about possible communication failures or printers with outdated data;
• Preferably, generate the report with the end date referencing a day that has already ended. If you generate this report on the current day/today, at different times, you will probably get different results too, because the printers are in use and the system is constantly collecting data.

3. Monthly closing report

The monthly closing report in Printwayy is the most robust feature to support invoicing activity, due to the series of controls it provides.

CHECK OUT THIS TUTORIAL all the steps to set up and use this feature.

Features:

• Have the final closing result automatically correlate the counter data with the cost settings;
• Existing configuration for automatic sending of the closing to the desired e-mail accounts when the invoice is closed, both for your company's employees and for the end customer;
• Control of pending issues, warning of printers outside the contract, without cost configuration or with outdated data;
• Real-time view of monthly revenue, based on pages produced to date;
• Report with customizable title and incremental control number;
• Information available in the report can be customized;
• Control of additional monthly or sporadic costs in each charge;
• Have the possibility of entering additions and discounts before freezing the closing.

Good practices:

• Allow reports to freeze automatically, reducing operational time for the billing department;
• Determine an e-mail address for the person responsible for collections, to receive a summary of collections and any outstanding issues to be checked.

Access blocks usually occur due to pending financial issues. Please contact our Finance Department, inform us of your CNPJ and we will check your situation.

(49) 3019-2464 | [email protected]

No, PrintWayy does not itemize A3 meter charges. This is because there is no standard for how manufacturers account for these counters.

Some printers double-account in the general counter, others do not. 

We always recommend that you analyze how the printer accounts for this printing. If a page produced in A3 ends up doubling its value in the equipment's general counter (1xA3 = 2xA4), it means that PrintWayy will carry out the accounting and cost calculation correctly, as long as the costs of the A3 pages are double those of the A4 pages.

On the Settings > Sending e-mail screen, you can add a new notification by selecting the system event, the customer and the user who will receive the e-mail.

For this specific need, you can select the notification Supply or part with low level informed by the printer or, if you already have a preventive maintenance alert created, the option New alert created, alert origin Preventive maintenance alert and in the alert type field, the name of the alert you want to be notified of.

Yes. On the Settings > Sending e-mail screen, on the Sending reports tab, you can configure the sending of any of the system's reports to your e-mail address. Simply select which report you want to receive, which customer data it should contain and which system user will receive the report. Depending on the report you choose, you can choose which day you want to receive the e-mail and the report format.

No, compatibility was discontinued on 30/08/2020. We recommend using other browsers such as Microsoft Edge, Google Chrome, Opera or Mozilla Firefox.

The act of discontinuation is supported by the Software Law, the Copyright Law, and the Intellectual and Industrial Property Law, and the International Copyright Law. (L n. 9.609/98 art. 8, L n.9.610/98, art. 7, XII c/c 24, I, VI, c/c 27, 28, 30 and 37; EC Software Directive of 14 May 1991, 91/250/EEC, published in the Official Journal of the EEC of 17/05/91, L122/42).

If you need to recover your password, simply go to the system's login screen and click on the Forgot password link.

On the next screen, enter the e-mail address registered in the user's account and click Send instructions.

An e-mail will be sent to you with instructions on how to register a new password. If you need to, check your spam or junk mail.

PrintWayy Dragon is a post-paid system. On the first working day of the month, we close the billing based on the previous month, and then send the bill to the customer.

Yes, our boleto has this option, just use the QRCode for payment via PIX that is inserted in it.

There are two situations in which you will pay more. 

• The first of these will be when the number of active printers in the system, multiplied by the unit value defined in the contract, exceeds the minimum monthly fee. In this case you will receive, in addition to the invoice and service invoice, a report detailing the number of active printers, in each module and for each client.
• The second situation is the annual readjustment provided for in the contract. Every full year of the partnership, the cost is adjusted according to the IPCA index. 

When your monthly fee is higher than the minimum, a document called the Closing Report will be sent with the billing (NFSe and boleto). It shows the number of active printers per client, modules and, at the bottom of the document, all the years in which there have been adjustments and their respective values.

If the boleto is overdue, you can pay the same boleto up to 30 days after the due date.

If the due date has already exceeded 30 days, please contact our Finance Department ((49) 3251-8206 | (49) 9 9973-3004 | [email protected]) and inform us of your company's CNPJ and we will send you a new payment slip.

This ticket will be recalculated with interest and fines proportional to the days overdue.

Contact our Finance Department ((49) 3019-2464 | [email protected]) and provide your company's CNPJ. With this information, we will check for any pending issues.

Banks take up to 48 hours to inform us that payment slips have been received. If you need it urgently, you can send us proof of payment via Whatsapp. Once we have confirmed receipt, your access will be normalized.

Our opening hours are Monday to Friday, from 9am to 12pm and from 2pm to 5pm.

To avoid any further inconvenience related to access being blocked, keep an eye on your inbox, as we send out weekly emails informing you when your bill is due, as well as notifications of late payment and possible blocking due to default.

This module is optional and will only be charged a fee per printer once it has been activated and used by a client.

As soon as the module is activated on the client, the PrintWayy Client module, which is responsible for monitoring the printers, starts to capture the supply changes that are taking place in the fleet. When the system captures a change and displays all the details in the pending changes menu, the module starts charging for the printer in question.

The number of exchanges captured, confirmed or deleted in the system does not affect the cost charged by the printer, which is fixed.

To stop this module being charged to a particular customer, simply go to the customer's details and deactivate the module.

This module is optional and will be charged a fee per printer when it is activated on one or more clients and one or more calls are opened for any printer during the month. 

The ticket can be opened by your end customer and also by your internal team, depending on how it is configured in your environment.

The number of calls opened for the same printer does not alter the amount that will be charged for it. The cost will always be fixed, as established in the contract.

As it is a post-paid system, if the equipment is deactivated, the last charge will be in the month following the deactivation, as this is the last invoice for the deactivated equipment. 

For example, if you deactivated a printer in the monitoring module on 05/01/2024, your last invoice will be due in February 2024.

In accordance with Annex 01 of our contract, all equipment that was active in the previous month is charged monthly. Equipment is considered active when:

• Have received at least one meter reading, alert or supply level, either automatically or manually, or;
• When associated with a client, with active monitoring but no communication, generating system alerts.

From the moment you define that you want to monitor a printer, PrintWayy Dragon will fulfill this mission until you signal otherwise by disabling monitoring.

When a printer stops communicating, we open the communication failure alert, send an e-mail and also show this pending issue elsewhere in the system, such as in the closing report, for example. 

These features help your team to keep monitoring up to date, so that you don't arrive on closing day with unaccounted-for printers, and so that when a printer leaves a client/contract, you can see the need to deactivate monitoring.

Charges will continue to be levied until they are duly deactivated.

If a printer in your fleet is monitored by more than one client in the same month, it will only be charged once. Our billing routine takes into account the serial number of each printer, guaranteeing single billing.

As provided for in our contract, you can formalize your intention to cancel by giving us 30 days' notice in writing. This notice can be sent to the email address [email protected] or via WhatsApp message at (49) 3019-2464. As soon as we receive your message, we will contact you to better understand your reasons and proceed with the cancellation.