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TXEVERGENPRINTPLUGININSTALLATION
ANDTROUBLESHOOTINGINSTRUCTIONS
TABLEOFCONTENTS
InstallationPrerequisites...............................................................................................................................................2
SoftwareInstallation.....................................................................................................................................................2
ForWindowsoperatingsystem................................................................................................................................2
ForMacoperatingsystem.........................................................................................................................................9
Troubleshooting..........................................................................................................................................................13
InstallingJavaonWindows.....................................................................................................................................13
InstallingJavaonMac.............................................................................................................................................18
UninstallGenPrintPluginonWindows..................................................................................................................21
UninstallGenPrintPluginonMac..........................................................................................................................24
Signaturepadconnectivity......................................................................................................................................25
DebugfromtheGenPrintPluginlog......................................................................................................................32
GenPrintPluginshowrediconontaskbar.............................................................................................................36
NewprinterwithGenPrintPlugin..........................................................................................................................38
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INSTALLATIONPREREQUISITES
1. AllbrowsersintendedtouseforTxEVERshouldbeinstalledandupdatedtothelatestversion
2. LatestJavainstalled
3. SignaturePad(ModelNumber:T‐L460‐HSB‐R);ifrequired
4. TWAINcompliantprinterandscanner;ifrequired
SOFTWAREINSTALLATION
IfyoudonotalreadyhaveGenPrintPluginsoftwareforprintersandsignaturepad,pleasegoto
https://txever.dshs.texas.gov/TxEverUI/Welcome.htmandscrolldowntothebottomofthewebpagetodownload
GenPrintPlugininstallationfileforyouroperatingsystem.
FORWINDOWSOPERATINGSYSTEM
IMPORTANT:Ifyouraccountdoesnothaveadministratorprivileges,askyourITadministratortoinstalltheGen
PrintPluginonyourcomputer.
NOTE:GenPrintPluginonlyworkwhenyouhavealreadyinstalledandupdatedyourbrowser.Ifyoualreadyhave
InternetExplorerandGoogleChrome,installGenPrintPluginwillonlyworkwithInternetExplorerandGoogle
Chrome.OtherbrowserssuchasFirefoxwhichareinstalledafterGenPrintPluginwillnotwork.Youwillhaveto
uninstallGenPrintPluginandre‐installGenPrintPluginforaccessonanewbrowser.Therefore,makesureto
haveallofyourbrowsersinstalledandupdatedbeforeinstallingtheGenPrintPlugin.
Afterdownloadingfromthewebpage,locatetheinstallationfile,rightclickonGen‐Print‐Plugin‐version.exe,and
selectRunasadministrator.DownloadedfileisusuallyinfolderC:\Users\
{yourcomputerusername}\Downloads
GenPrintPluginSetupwillguideyouthroughtheinstallationprocess.Itisrecommendedthatyoucloseallother
applicationsbeforestartingsetup.
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SetupwillinstallGenPrintPluginindefaultfolderC:\ProgramFiles\GenPrintPlugin
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DuringtheGenPrintPluginsetup,ifyourcomputerdoesnothaveJava,youwillgetthemessagebelow
ClickYestodownloadandinstallJavauntilyougetthemessage“YouhavesuccessfullyinstalledJava”.
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ClickOKafterJavaisinstalledtoresumeinstallation
ClickShowdetailstoverifyGenPrintPluginsuccessfullyinstallallsecuritycertificates.
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Revisithttps://txever.dshs.texas.gov/TxEverUI/Welcome.htmandpressCtrl+F5tochecktheconnectionstatusof
GenPrintPlugin.IfconnectionhasnotchangedtoActive,pleasetryclosingyourbrowsercompletelyandre‐
openingtheTxEVERwelcomepagebeforeproceedingtotroubleshootingsteps.
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Ifarequesttograntthepermissiontoconnectalertappears,pleasechecktheboxRememberthisdecisionand
selectAllowtoavoidmultiplerequestsinthefuture.
TofurtherverifyGenPrintPluginisworking,pleaselogintoTxEVER(oncealoginisprovidedtoyoubyyour
administrator).InGLOBALmodule,selectmenuTOOLSUtilitiesPrinterSetup
ClickonListofPrinterstocheckalltheprintersofyourcomputerareloadedandconnectedtoTxEVER.
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TheGenPrintPlug‐inVersionnumberandConnectionstatusasActiveshouldremaindisplayedinthePrinterSet‐
UpscreenifGenPrintPlug‐inisinstalledsuccessfully.
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FORMACOPERATINGSYSTEM
Obtaininstallationfilefromhttps://txever.dshs.texas.gov/TxEverUI/Welcome.htm
Openthedownloadedfile“Gen‐Print‐Plugin‐version.pkg”
IMPORTANT:Ifyouraccountdoesnothaveadministratorprivileges,askyourITadministratortoinstalltheGen
PrintPluginonyourcomputer.
GenPrintPlugininstallerwillguideyouthroughthenecessarysteps.
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AdministratoraccountisrequiredtoinstallGenPrintPlugin.
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GenPrintPlugininstallerwillinformyouthattheinstallationwassuccessful.
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Revisithttps://txever.dshs.texas.gov/TxEverUI/Welcome.htmandpressCtrl+F5tochecktheconnectionstatusof
GenPrintPlugin,makesureGenPrintPluginisrunningandshowingonstatusbar
Ifarequesttograntthepermissiontoconnect,pleasechecktheboxRememberthisdecisionandselectAllowto
avoidmultiplerequestsinthefuture.
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TROUBLESHOOTING
IfafterinstallingGenPrintPluginyoustillseetheConnectionisWAITINGonthemainpageofTxEVER
First,pleasecloseoutofyourbrowsercompletely,andthenre‐launchyourbrowsertochecktheGenPrintPlug‐in
ConnectionStatus.
Second,verifythatyouhaveruntheGenPrintPlug‐inasaComputerAdministrator.Note:thisstepwillonlybe
necessarythefirsttimeyoutrytoconnect.
IMPORTANT:Ifyouraccountdoesnothaveadministratorprivileges,askyourITadministratortoinstalltheGen
PrintPluginonyourcomputer.
Third,pleasecompletethefollowingstepstomakesureGenPrintPluginconnectsyourexternaldevicestoTxEVER
properly
1) UninstallGenPrintPlugin
2) UninstallJava
3) InstalllatestversionofJava(32bit)onWindowsorJava(64bit)onMAC
4) Re‐InstalllatestversionofGenPrintPlugin
INSTALLINGJAVAONWINDOWS
PleaseensureyouhavetheminimumJava(32‐bit)Version8Update161orHigherInstalled
GototheSTARTmenuselectCONTROLPANEL(ensureyouhavetheviewbyoptionsettoeitherlargeiconsor
smalliconslocatedintheupperleftcorner)thenselecttheJavaIcon
ThentheJavacontrolpanelpopupwindowwillopenonthegeneraltabselecttheABOUTbuttonapopwill
appeartellingyouwhatversionisinstalled.
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IfyouhaveanolderversionofJavayouwillwanttouninstallandtheninstallthelatestVersion832‐Bitclickon
thisfollowinghyperlinktoinstallthelatestversionofJava(selectbyholdingdowntheCTRLKey+CLICK)
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http://www.oracle.com/technetwork/java/javase/downloads/jre8‐downloads‐2133155.html
Onceyouhaveselectedtheabovelink,followthestepsbelowtoinstallthelatestversionofJAVAVersion832‐Bit
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INSTALLINGJAVAONMAC
IfyourMACdoesnothaveJava,gotohttps://www.java.com/en/download/mac_download.jsptoobtainthelatest
Javaversion
Openthedownloadedfile
DoubleclickonicontoinstallJava
ClickOpentoallowtheJavaapplicationtorun
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PleaseenteryouradministratorcredentialtocontinueinstallJava
FollowtheinstallationofJava
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
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UNINSTALLGENPRINTPLUGINONWINDOWS
GotoControlPanelandopenProgramsandFeatures
SelectGenPrintPluginandclickonUninstall/Change
ClickUninstalltoremoveGenPrintPluginfromyourcomputer
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ClickShowdetailstoviewthefileshavebeenremoved.
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UNINSTALLGENPRINTPLUGINONMAC
OpenFinderonMac,selectApplications
FindGenPrintPlugininthelistofApplicationsandrightclick,selectMovetoTrashtouninstallGenPrintPlugin

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SIGNATUREPADCONNECTIVITY
ToensureTopazsignaturepad(modelnumber:T‐L460‐HSB‐R)isproperlyworkingwithyourcomputer,download
Topazsignaturepadsoftwareanddriversathttps://www.sigpluspro.com/
SelectthemodelofTopazsignaturepad
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DownloadSigPlussoftware
Runtheinstallfileandfollowthesetupprogram
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Selecttwolettersofyoursignaturepadbeginwith
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Forthisinstallation,SignaturePadmodelnumberisT‐L460‐HSB‐R
Selecttheportthatsignaturepadisconnectedtoyourcomputer
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LaunchingDemoOCXsoftwareonyourdesktop orgotoC:\Windows\SigPlus\DemoOCX.exe
ClickStarttocapturethesignature,andstartwritingonsignaturepad.Ifyouseeyoursignaturelikepicturebelow,
yoursignaturepadisworking.
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Ifyoursignaturepadisnotworking,re‐installtheSigPlussoftwarewithcorrectmodelanddriverorgetsupport
fromTOPAZathttps://www.topazsystems.com/contact_techsupport.html

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DEBUGFROMTHEGENPRINTPLUGINLOG
ObtaindebuglogofGenPrintPluginbygoingtothefollowingdirectory
C:\Users\
{yourcomputerusername}\AppData\Roaming\gen
Openthelatest“debug.log”fileandscrolldowntothebottomofthefile
IfGenPrintPlugininstallsuccessfulandconnecttoTxEVER,youwillseethenameofyourprinterinthedebuglog
IfGenPrintPluginwasnotinstallsuccessful,youwillseethe“Accessisdenied”messageinthelogfilebelow.
UninstallGenPrintPlugin,updateyourwebbrowsers,andreinstallGenPrintPlugin.
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Duringthere‐installofGenPrintPlugin,clickShowdetailstoverifyallthesecuritycertificatesareinstalled
successful.
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GENPRINTPLUGINSHOWREDICONONTASKBAR
WhenGenPrintPluginisworking,youwillseetheblueprinteronthetaskbar
ToverifytheGenPrintPluginisworking,pressWindows+RtoopenRundialogboxandtypeRegEditandpress
entertoopenRegistryEditor
InRegistryEditor,gotodirectoryHKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run
IfGenPrintPluginisrunning,youwillseeGenPrintPlugininthelistofRegistryEditor
WhenGenPrintPluginisnotworkingproperly,youwillseetheredprinteronthetaskbar orRegistryEditor
willnotshowGenPrintPluginisrunningin
HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run

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FollowthestepsbellowtorestartGenPrintPlugin
‐ CloseTxEVERwebapplication
‐ RightclickonGenPrintPluginiconontaskbarandselectexit
‐ Re‐openGenPrintPluginatC:\ProgramFiles\GenPrintPlugin\Gen‐Print‐Plugin.exe
‐ Re‐openTxEVERwebapplicationhttp
s://txever.dshs.texas.gov/TxEverUI/Welcome.htmmakesureyour
connectionisHTTPSecure(HTTPS)

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NEWPRINTERWITHGENPRINTPLUGIN
Whenanewprinterorscannerconnecttoyourcomputer,pleasemakesureitisTWAINcompliantprinteror
scanner.ThelistofTWAINcompliantprinterorscannercanbefoundat
http://www.inspectortwain.com/default.aspx
Ifyourcomputerdoesnotrecognizeyourprinterorscanner,TxEVERwillnotabletoconnecttothatprinteror
scanner.
PleasegotoControlPanel,viewbyCategoryandselectViewdevicesandprinters
Makesurenewprinterisconnectedandhasthelatestdriver
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TxEVERwillshowthelistofallofyourprintersinGLOBALmodule,selectmenuTOOLSUtilitiesPrinterSetup
ClickonListofPrinterstocheckalltheprintersofyourcomputerareloadedandconnectedtoTxEVER.