Where do I start?
Find your problem in the table, then go to that section.
What's happening | Go to |
I printed, but nothing showed up in the Inbox | Printed documents don't show up |
Updox Printer isn't in my list of printers | Updox Printer isn't in my print list |
I see an error message | What do these error messages mean? |
A large document won't print | Large documents won't print |
Only one kind of document won't go to Updox | One type of document won't print |
I'm on a Mac | Printing from a Mac |
I use Citrix, Remote Desktop, or the Windows App | Citrix, Remote Desktop, and the Windows App |
Tip: If the whole office is having trouble at the same time, check status.updox.com for an outage first.
Printed documents don't show up in the Inbox
The printer seems to work and Test Connection succeeds, but documents never arrive.
Make sure the printer is signed in. Open the Updox Printer app, select Settings, and enter your login. Select Test Connection, then Save.
Check where your prints are sent. In Updox, go to your Profile > Settings (bottom left corner) and check Send Print/Upload to.
Check your Inbox filters. Clear any filters, including Location and No tag, so all items show.
If your practice uses Updox Central, make sure Updox Central is connected.
Print the document again.
Updox Printer isn't in my print list
This usually means the printer didn't install correctly. To reinstall it:
On your computer, open Settings > Apps (or Add or Remove Programs).
Uninstall every item with Updox Printer or updoxprint in the name.
Reinstall the Updox Printer by following the install article. The steps must be done in order.
Open the Updox Printer app, select Settings, and sign in.
Select Test Connection, then Save.
Close your EHR or program, open it again, and print.
Note: The Updox Printer works on Windows computers with x86 or x64 processors. Windows devices with ARM processors are not supported.
What do these error messages mean?
Error message | What it means | How to fix it |
401 Unauthorized, No credentials specified, or Missing or invalid credentials | The printer's login is wrong or missing. This often happens after a password change. | Open the app, select Settings, and enter your current login. Select Test Connection, then Save. |
Connect timeout / Read timeout / Response timeout must be an integer value of 0 or greater, or the Network and Application Timeouts fields are blank | The printer lost its saved settings. | Uninstall and reinstall the Updox Printer (see above), then sign in again. |
Error sending print. Status: 413 Request Entity Too Large | The file is too large. | See Large documents won't print. |
The user is not currently a mapped user | The user isn't set up for printing. | An admin goes to Inbox > Admin (top right) > Printer Mapping and maps the user. |
Unable to connect to fax server (on a new computer) | The login method is wrong. | Enter only the Integration Key in Settings and clear the username and password. See Which login should I use? |
A timeout occurred while reading data from the server | Usually an Updox service issue. | Check status.updox.com. In the meantime, send from the Updox web Inbox. |
Which login should I use in the printer?
Use one of these, never both:
Your Updox username and password
Your practice's Integration Key
Only admins can find the Integration Key. It's in Inbox > Admin (top right) > Practice Information.
Note: If you change your Updox password, you need to update it in the printer app too.
Large documents won't print
The limit depends on the file's size, not the number of pages. Even a short document can be too large if it has big images.
Try one of these:
Split the document into smaller files and print each one.
Make the file smaller (for example, save it as a lower-quality PDF).
Drag and drop the file into your Updox Inbox instead of printing it.
Tip: A red Upload tag in the Inbox is normal. If an upload fails, it says Failed.
One type of document won't print
If most documents print to Updox but one kind doesn't (for example, lab orders), that part of your EHR may be set to use a different printer.
In your EHR, open the print settings for that document type.
Select Updox Printer as the printer.
Print the document again.
If you can't find this setting, contact your EHR's support team or chat with us.
Printing from a Mac
Sign in on every Mac. Each Mac needs your Updox login entered in the printer. This is the most common fix.
"Hold for Authentication": Make sure your login is entered in the printer. If the message keeps coming back, chat with us.
Citrix, Remote Desktop, and the Windows App
In these setups, your EHR runs on another server, and your IT team controls which printers it can use.
There may be more than one "Updox Printer." Your EHR might be choosing an older network printer with the same name instead of the Updox Printer installed on your computer.
Your IT team or EHR vendor needs to fix the mapping. Ask them to map the printer to the Updox Printer installed on your computer.
Some programs may not work with the Updox Printer. If printing works from your browser or Adobe but not from another program, try the Updox Central Printer instead. It uses a different driver.
Note: The Updox Central Printer needs the Integration Key, so an admin must set it up.