Three are some common problems/questions associated with the WICReset/iWIC utilities so this will act as a troubleshooting guide on how to resolve them.

 

Common to both Utilities (iWIC/WICReset)

Q. The utility fails with error: “Internet connection lost. Try again later”
A1. Please check the WICReset service status on the OctoInkjet site (Top left). The service is occasionally unavailable due to maintenance, etc..
A2. Check any application, router or other firewalls are not blocking the utility from reaching the internet.
A3. Update your WICReset/iWIC version

Q. The utility does not see/list my printer
A1. Try clicking the “Refresh detected printer list” button to scan for your printer
A2. Make sure you connect the printer to the computer using a USB cable. It will not work over wireless or wired network connections.
A3. Try a different USB Cable as sometimes you can get a faulty one.
A4. Make sure your printer has been recognised by your computer and has installed the driver correctly.

Q. Error: “Invalid key, The input key was not found in the database …
A1. Make sure you are trying to use a WICReset/iWIC key, not the order/payment reference provided on your receipt
A2. Make sure you input the key without any spaces.

Q. I can check my printer waste counter but it won’t let me reset
A1. WICReset requires an active Internet connection. Ensure you are connected and ensure WICReset is allowed through any firewall software.
A2. You also need a valid key to be able to use the reset function

Q. My printer is not listed as supported, how can I get it added?
A1. Try getting the latest version of the utility and see if a newer version has been released with compatibility for your printer.
A2. The developers of WICReset are constantly adding new printers to the tools compatibility list. Unfortunately with so many printer models available it’s a case of waiting.

Q. The WICReset says my printer is reset but I still can’t print
A1. Make sure you have turned the printer off and then back on again after resetting.
A2. Restart the printer than try reading the waste ink counters to see if the values have been reset.
A2. Your printer may have a different problem that was masked by the service error message. (See next question)

Q. The printer now shows a new error (eg: Cartridges not recognised)
A1. CIS Systems: Try resetting the ARC’s (Auto Reset Chips) as per your CISs instructions
A2. Cartridges (inc’ refillables): Use the ink replace function to remove one of your cartridges. Allow the printer to recognise that a cartridge has been removed. Re-use ink-replace function to replace the missing cartridge. Repeat for each cartridge as required
A3. Turn the printer off and remove the power cord for 24 hours. This sometimes clears errors in printer memory.

Q. I reset my waste counter but now the counter has reverted to the same value as before
A1. If you didn’t turn your printer off and then on again (using the printer power button) after resetting, any print job or waste counter query will wipe the reset command. If this applies, you will need to READ THE INSTRUCTIONS that you may have missed before and then purchase a new key.
A2. Some printers cannot be reset successfully in specific scenarios (Check here)

 

iWIC issues (MacOS)

Q. I can’t get iWIC to run on my iMac
A. The iWIC utility usually requires an Intel based Mac system to work. It rarely works with iMac systems.

Q. I cannot run the utility on my Mac
A1. The iWIC utility is Mac compatible but only works with Intel Based Mac OS version 10.6.7 or newer.
A2. If you can’t use iWIC, then this article provides some realistic alternative options

Q. “App can’t be opened because it is from an unidentified developer”
A1. Use the workaround described in this article
A2. If you aren’t happy/willing to bypass security then this article provides some realistic alternative options

Q. The iWIC installs, runs and reads the waste ink counter but won’t reset it
A1. In order to reset the printer the iWIC requires a key and before it completes the reset it will validate the key via the Internet.
A2. If the utility is blocked by your Macs firewall it can’t communicate and fails the reset.
To resolve this, you need to add the iWIC to your allowed applications list for the firewall (as per this article).
A3. Try rebooting your Mac after installing the iWIC dmg application as this sometimes clears errors.

Q. Tried running the iWIC from the dmg file (without installing it as an application) and it won’t reset.
A. Please try installing the utility as an application and reboot your system. This seems to clear some issues with earlier MacOS systems.

 

WICReset issues (Windows)

Q. Reset attempt fails with error “Could not write value to printer EEPROM
This is a rare issue with no specific cause identified yet but the following are worth trying:
A1. Restart your computer and try resetting before you open any other programs.
A2. Check USB connection, ensure no print jobs waiting, etc…
A3. Some Anti-virus (AV) tools can block attempts to write to firmware so it’s worth exploring settings for these and consider disabling the AV tools and trying again.
A4. Try turning your printer off and then on again. Try resetting as quickly as possible after turning the power back on.
A5. Try downloading, installing and using the 2manuals version of WICReset. This can sometimes work where our localised version hasn’t.

Q. The Printer Potty/Octoink.co.uk utility is giving errors
A1. Try downloading the primary utility from 2manuals here. This is updated more frequently.
Note: Links to documentation, key purchase will be different but it will work with the same keys issued by Printer Potty / OctoInkjet

Q. Downloading the utility gives security warnings (eg: wastereset.exe is unsafe error: WS.Reputation.1)
A1. Web browsers are increasingly incorporating more and more security checks so new file versions are considered potentially hostile until proven otherwise. We regularly flag these issues with anti-malware software vendors.
A2. Short version: The files are safe but if in doubt, please contact us before downloading/using.

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