What to Do When Your BarTender Print Gateway Status is Disconnected
Symptoms
You cannot print and the BarTender Gateway is out of service or the service status shows as Disconnected.
Environment
BarTender Cloud
Solutions
There are several potential solutions to help resolve your issue.
Restart the BarTender Print Gateway Service
First, try to restart the BarTender Print Gateway service.
- In Windows 10, type Services in the Search bar at the bottom-left of your screen. Click Open to the access the Services menu.
- Find the BarTender Print Gateway Service from the menu on the right and click on it. Click Restart at the top-left.
- Alternatively, you can click Stop and then Start to restart the service. This can also be done in the dialog accessible by double-clicking on the name of the service.
Firewall and Antivirus
Allow the BarTender Print Gateway Service Through Your Firewall
The BarTender Print Gateway uses port 5952 to communicate with BarTender Cloud in your local browser. Check that Windows Defender Firewall isn't blocking this port.
This can be accessed from Control Panel > Windows Defender Firewall.
- Click Advanced Settings on the left side of your screen. This will bring up the Windows Defender Firewall with Advanced Security menu.
- Make sure that ports 5952 and 5130 aren't blocked by any of the Inbound or Outbound rules.
Disable Your Antivirus Program
Temporarily disable whichever antivirus program you are using, if you have one.
If the BarTender Print Gateway Service reconnects and you can print again you may need to create an exception for the service in your program.
Visit the Print Page to Refresh the User Access Token
The BarTender Print Gateway needs a User Access Token to authenticate with the Print Controller and receive print jobs. However, the access token currently has a 6 month lifetime. If you haven't visited the Print page for the past 6 months, the Print Gateway will appear as disconnected.
You can solve this by visiting the Print page. This will re-transfer the access token automatically.
How Do I Know When the User Access Token Was Last Refreshed?
On the computer running the Print Gateway service, navigate to the C:\ProgramData\Seagull\ClientPrint folder. Check the Date Modified field for the UserAccessToken.txt file to determine when the file, and thus the token, was last modified/refreshed.
Uninstall and Reinstall the BarTender Print Gateway Service
Start by uninstalling the service:
- Open Control Panel followed by Programs and Features.
- Click on BarTender Cloud Print Gateway from the list on the right.
- Click Uninstall.
Next, reinstall the service. See Installing and Configuring the BarTender Print Gateway for full instructions.