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Troubleshooting: pixi Connector

This article gives a comprehensive overview of the errors that users can come across using pixi Connector and how they are resolved.


Errors

The most common error users come across in pixi Web notifies the user that no printers can be found.

"Check pixi Connector: There are currently no printers for this shipping station selected or the pixi Connector application is not running. Please check if printers for Shipping Labels or Delivery Notes are selected and if pixi Connector application is running."


Here is the corresponding error in Shipping Station.

"Select printing options and printers for this shipping station and then click Save. pixi Connector is not installed or not running."

The following sections will suggest effective ways to resolve connectivity issues.


Troubleshooting pixi Connector

Check the URL

Check if you're using the correct URL (https://web.pixi.eu/) on the pixi Connector login screen.


Check the Versioning and Printing Functionality

Check if you're using the Connector version that matches with your DB version.

  1. Log in to pixi Connector.

  2. Right-click on the connector icon in the system tray.

  3. Click About. Check the Version and whether Printing is Enabled. If printing is Disabled, it indicates that the connection to Rabbit MQ could not be established.

  4. Log in to pixi Web https://web.pixi.eu/.

  5. In the Configuration box on the right side of the page, your current pixi version is displayed. Note: You'll only need to check the first three digits of the version.

  6. Check if the versions match. If not, download the correct version. The installers are available within the mypixi-App. The version of pixi Connector must always match the database version. The database version defines the versioning of the installers.


Clear Browser Cache

Open your browser's settings. Delete cookies and cache. For instructions, please refer directly to your browser's help sites.


Try a Different Browser

Try a different browser on your machine. Otherwise, download a different browser and try again.

Note: The use of Microsoft Edge is not recommended for pixi.


Run pixi Connector In Administrator Mode

To open pixi Connector in administrator mode:

  1. Click the Windows icon on your desktop.

  2. Type "pixi Connector". Press Enter.

  3. Right-click the icon.

  4. Select Run as administrator.

  5. Check if printers are found in pixi Web.


Reinstall pixi Connector

Uninstall pixi Connector. The new installer is available within the mypixi-App.


Check For Windows Updates

To check for pending windows updates:

  1. Click the Windows icon on your desktop.

  2. Type "Check for Updates". Press Enter.

  3. Click Check for Updates.

  4. After updating, restart your machine.

  5. Run pixi Connector and check if printers are found in pixi Web.


Temporarily Disable Firewall

Temporarily disabling the firewall might help find the underlying issue of connectivity problems. Disable your firewall. Run pixi Connector and check if printers are found in pixi Web. If they do work, allow the connection of pixi Connector in your firewall settings.


Other Connectivity Problems

In some cases, connectivity errors related to pixi Connector occur because the host cannot be resolved. As a consequence, pixi Connector cannot be found by the app. One indicator for this behaviour is an error in the log file.
Open the log file (Path: C:\Users\{user}\AppData\Local\pixi\pixiConnector) and look for this particular error:

"{"@t":"2022-07-04T08:10:25.6513581Z","@mt":"Environment self check failure: resolve (local.pixi.eu) failed with exception: Der angegebene Host ist unbekannt., check network configuration!","@l":"Error","Username":""}"

When the host cannot be resolved, one way of fixing the issue is to add local.pixi.eu to your hosts file.


Add local.pixi.eu To The Hosts File

Adding local.pixi.eu to the hosts file:

  1. Open the Windows file explorer.

  2. Paste "%windir%\system32\drivers\etc" in the file path box. Press Enter.

  3. Right-click the file hosts.

  4. Select Open with. Select an editor of your choice.

  5. Scroll to the bottom of the file and add a new line.

  6. Insert "127.0.0.1 local.pixi.eu"

  7. Save and Exit.

    1. If you are unable to save the file, run the editor as an administrator and try again.

  8. Run pixi Connector and check if printers are found in pixi Web.

Connector Is Displayed In The Task Manager, But Not Running

If the Connector does not run but is still visible in the Task Manager, a new installation with the full installer of a 22.xx version will help.

To do this, uninstall pixi and run the full installer of the older version.

After successful installation, open the Connector and perform the suggested update. Afterwards, you can start the Connector with your database and login credentials.


No more tracking data is being imported

The Connector requires a login at least every five days if it is running continuously on PCs or servers. If this login does not take place, it can no longer authenticate in the background and will stop functioning. There is no visible notification for the user; however, the Connector log will contain an entry stating that a new login is required (“Reauthentication failed after 5 tries! Please restart pixi Connector and log in again.”).

In such cases, close the Connector and restart it to log in again.

Further Help

If none of the solutions above work for you, contact support (servicedesk@descartes.com) and send in the following:


Troubleshooting pixiToolboxSettings.json

Should the same files be processed over and over again, make sure in pixiToolboxSettings.json that the values for ProcessedFilePath and ErrorFilePath are defined, valid and not identical to ShipVendorFolder. Examples of an invalid folder configuration:

  • "ShipVendorFolder": "C:\\pixi\\XMLImportTesting",

  • "ProcessedFilePath": "C:\\pixi\\XMLImportTesting",

  • "ErrorFilePath": "C:\\pixi\\XMLImportTesting",

“Connector not running” in Chrome or Edge

If you see the message “Connector not running” in Chrome or Edge, the browser may be blocking communication with pixi Connector. In general, Chrome and Edge may ask for permission to allow the website to access apps and services on your device. If this permission is blocked, the browser cannot connect to pxi Connector.

When the browser shows the permission prompt, select Allow. This grants the website permission to communicate with the connector and should resolve the issue.

If you already clicked “Block” you can still change the setting manually:

  1. Open the affected page in Chrome or Edge.

  2. Click the lock icon next to the website address.

  3. Select Site settings.

  4. Change the relevant permission setting.

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