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What to Do When Your BarTender Print Gateway Status is Disconnected

Jarryd Bailey

BarTender Content Team

  • Updated

Symptoms

You cannot print and the BarTender Print Gateway is out of service, or the service status shows as Disconnected.

Status: Disconnected
Attempting to connect

Applicable to

BarTender Cloud

Solutions

There are several potential solutions to help resolve your issue.

Update the Print Gateway

The first thing you should check is that your Print Gateway is up to date. BarTender Cloud will prompt you to update it in the Print Console if it is outdated.

  1. Go to Print > Print Console using the left-hand toolbar.
  2. Select any document. This will take you to the Print screen.
  3. If your Print Gateway is outdated, you will see the prompt to update here. Click Install to begin the process.

If you need to check the version of your currently installed Print Gateway service:

  1. In File Explorer, go to C:\Program Files\Seagull\PrintGateway.
  2. Find BarTender.Gateways.Printing.PrintGateway.exe.
  3. Right-click on that file and select Properties.
  4. In the Details tab, you can find the version number to the right of File version.

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.

  1. Click Advanced Settings on the left side of your screen. This will bring up the Windows Defender Firewall with Advanced Security menu.

  1. 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.

Restart the BarTender Print Gateway Service

If restarting or reinstalling the Print Gateway works, there may be an underlying issue that you should address. Contact Technical Support by making a ticket, and we'll help you find the cause.

Try to restart the BarTender Print Gateway service.

  1. In Windows 10, type Services in the Search bar at the bottom-left corner of your screen. Click Open to access the Services menu.

  1. Find the BarTender Print Gateway Service from the menu on the right and click on it. Then, click Restart in the top-left corner.
  2. 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 service's name.

Uninstall and Reinstall the BarTender Print Gateway Service

Start by uninstalling the service:

  1. Open Control Panel followed by Programs and Features.
  2. Click BarTender Cloud Print Gateway from the list on the right.
  3. Click Uninstall.

Next, reinstall the service. See Installing and Configuring the BarTender Print Gateway for full instructions.

Additional Resources

Troubleshooting for BarTender Cloud REST API

BarTender Cloud FAQ (Frequently Asked Questions)

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