Troubleshooting PrintWise Installation Problems
You’re installing PrintWise on your device, but it’s not working. You can troubleshoot the problem with these guides.
Windows: Troubleshooting for PrintWise
Your device must use MU Secure Wi-Fi, the wired network, or VPN to successfully install PrintWise software. If you encounter a port error, make sure to connect to MU Secure, the wired network, or VPN.
Is Your Windows Device Running Anti-virus?
Running McAfee Antivirus or other anti-malware software can cause PrintWise to fail in two ways.
- An error message appears during PrintWise installation.
- PrintWise installs, but when you try to print, the pop-up to enter your MUID doesn't appear.
Here is a four-part guide to resolve this anti-malware issue with PrintWise.
A. If Running Antivirus, Uninstall PrintWise
- In Windows 10, select the Start Menu. From the Start Menu's alphabetical list of apps, look for the Pharos folder.
In Windows 11, select the Start Menu and select All Apps. The "All Apps" list appears. Look for the Pharos folder.
- A) Select the Pharos folder. B) Select Uninstall Pharos.
- The "Pharos Uninstallation" window appears. Click or tap Next to continue.
- The "Select Components" window appears. Select the "Pharos Popups" checkbox. Then click or tap Next to continue.
- The "Pharos Directory" window appears. Click or tap Next to continue.
- The "Start Uninstallation" window appears. Click or tap Start to continue.
- Wait for the uninstallation to complete. The "Finished" window appears. Click or tap Finish.
B. Ensure the Uninstall Process Removed All Pharos Folders
- From the bottom taskbar in Windows, select the File Explorer icon.
- The File Explorer window appears. Select This PC and then select the "C: Drive" icon.
- From the "C: Drive," select the Program Files (x86) folder.
- The "Program Files (x86)" folder opens. If there is a "Pharos" folder, delete the Pharos folder. If there is a "PharosSystems" folder, delete the PharosSystems folder.
C. Disable Real-Time Scanning for Anti-virus
Launch your anti-malware software and temporarily turn off real-time scanning. Here are the steps for McAfee LiveSafe or McAfee Total Protection.
- From the Windows Start Menu, open your McAfee software.
- McAfee launches. In the left menu, click or tap the My Protection tab.
- Click or tap Real-Time Scanning.
- Click or tap Turn off.
- In the "Turn off" prompt, select when you want Real-Time Scanning to resume. Then click or tap Turn Off.
D. Reinstall and Retry PrintWise
- In Windows, go to the Downloads folder.
- Find the V1.Printwise.F21_for_x64 installer — or look for "V1.Printwise.F21_for_W2K." Can't find the installer? Download the PrintWise installer again.
- Right-click (or tap with two fingers) the installer and select Run as administrator.
- Reinstall PrintWise.
- If PrintWise installation was successful, send a test document to print. When printing, select F19_BW_Printwise from the drop-down menu. Confirm that the pop-up for your MUID number appears.
Note: Still having issues with PrintWise after trying these steps? Visit TechSquad Central on the first floor of the Raynor Library.
macOS: Troubleshooting for PrintWise
Your device must use MU Secure Wi-Fi, the wired network, or VPN to successfully install PrintWise software. If you encounter a port error, make sure to connect to MU Secure, the wired network, or VPN.
Not Getting a PrintWise Pop-up to Enter Your MUID?
PrintWise has a known issue with macOS blocking its pop-up. Follow these steps to turn on the pop-up for printing.
- From the macOS Finder, select Apple Menu > System Settings.
- A "System Settings" window appears. Select General > Login Items.
- Make sure that Pharos Systems International — or Pharos Popup — is switched on.
- Send a test document to print. When test printing, select BW (for black and white) from the drop-down menu. Confirm that the pop-up for your MUID number appears.
If the problem persists, visit TechSquad Central on the first floor of the Raynor Library.