Random Printer Disconnects in SOTI Connect

Users may encounter a recurring issue where printers managed through SOTI Connect become unresponsive and display as offline multiple times a day. To regain connectivity, users must reset the printer or restart the MQTT service, but the issue can reoccur shortly after. This is often accompanied by the error message "Network error (-8), disconnecting" in the MQTT logs.

This problem primarily affects environments that utilize SOTI Connect for printer management, including retail, logistics, and warehouse settings. It involves network-connected printers utilizing the MQTT protocol for communication.

• Inconsistent printer availability; printers displaying as "offline" in SOTI Connect.
• Frequent requirements to reset printers or restart the entire MQTT broker.
• Error message in MQTT logs: "Network error (-8), disconnecting."
• Inability to process print jobs while printers are offline.

• Regularly assess network performance to mitigate connectivity issues.
• Keep printer firmware and SOTI Connect software up to date.
• Set the "clean session" flag in MQTT settings to maintain stable connections.
• Monitor the network for traffic spikes and rectify any issues affecting connectivity.

Potential causes of this connectivity issue include:

• Network instability causing MQTT communication disruptions.
• High demands are placed on network resources leading to packet loss.
• Configuration errors in SOTI Connect or the MQTT protocol.

To restore printer connectivity:

1. Send a ZPL File: Utilize the following commands in a ZPL file to reset the MQTT connection cleanly.

Create a ZPL file with the following content:
! U1 setvar "mqtt.conn1.clean_session_flag" "on"
! U1 setvar "mqtt.conn2.clean_session_flag" "on"

2. Adjust MQTT Settings: Ensure the "clean session" flag is activated within the configuration settings for both connections where applicable. If only one MQTT connection is present, you only need the relevant command.

3. Monitor performance: After applying these changes, monitor the printer connectivity status in SOTI Connect for recurrences of the issue and check the MQTT logs for new entries.

If the issue persists, consider logging more detailed MQTT interactions to analyze specific periods of instability. This could help identify particular patterns or network tasks that lead to the disconnects.