Troubleshooting: Print Tool Error - We weren't able to reach a printer

Last Updated: March 2026

Intended Audience: School staff that print exams (e.g. IAs) via the Print Tool application 

Context: When printing IAs with your school's printer and the Print Tool application, you may receive an error message in the Print Tool application. Use the troubleshooting steps below to locate the error message and verify your printer is properly setup or compatible. 

Troubleshooting steps for print tool errors:

1. Verify the IP address:

On your printer (the screen and buttons will differ based on your printer's make and model) locate your printer's IP address (sometimes found under Device Information). Confirm that the IP address matches what you entered into the Print Tool.

2. Verify that you are on your school network:

When using the print tool, you must be on your school's wifi network (or use VPN to access your school's network if you are working off-site). 

3. Restart your printer and print tool

Close your print tool and re-open it. If feasible, power off your printer and turn it back on. 

4. Try entering the IP address these 3 different ways:

There are 3 ways you can add your copier's IP address into the print tool application. It may help to try all 3 formats below:

• Option 1: use Ctrl + C to copy and Ctrl + V to paste
• Option 2: right click to copy and paste 
• Option 3: Type in (not recommended due to potential typos)

5. Verify that you can connect to the printer’s admin site:

Part 1:

While on your school's wifi network, in a new browser window (e.g. Google Chrome) enter the following to access your printer's admin site:

http://<insert the ip address of your printer>

For example: http://10.57.127.211

Or

http://<insert the IP address of the machine>/printmanager.html

For example: http://10.57.127.211/printmanager.html

Part 2:

You should then see a home page or a login page (more info below). 

If you instead see an error page such as a 400 error:

Please contact your IT Support team or the printer's service provider for additional support as your copier may not be reachable due to a software or hardware issue: 

If the site did work, you will then see a home page or login page, for example:

Enter the credentials. 

If you do not have the credentials, please contact your copier's service provider for support. 

Once successfully logged in, you will see the homepage of the printer admin site, for example:

6. Verify that IPP is enabled and configured:

While still logged into the printer admin site, access the IP Print Settings (it may be called differently depending on your copier's make and model):

For example, go to Preferences (sometimes called Properties) > Network Settings > IPP Print Settings

If you do not have access to your copier's Settings page, please contact your copier's service provider for help. 

Once in the IP Print Settings page:

Ensure that "Use IPP" is selected

Ensure that "Allow When Using TLS" is not selected

Ensure that "Use Authentication" is not selected

For example:

Then save your changes, if any.

7. Verify that Spool is turned off:

While still in your printer's admin site, navigate to Spool Function Settings (it may be called differently depending on your copier's make and model):

Next, turn off the Spool function. 

Then save your changes, if any.

Then open the print tool application and re-run the print tool job. 

If the error is still occurring, please contact your IT Support team or Ponder Paper representative for further assistance.