Plotter Offline in Direct Print Plus (But Communicates for Status Info) – Works on VM

[Otacon]

Hello everyone,

We're experiencing an issue with our Canon plotters (for instance TM-350) when using Direct Print Plus. On our main PC (tested on both Windows 10 and 11), the plotter appears offline in the application, even though status information like ink levels and media status are displayed correctly.

Here are some key points:

The plotter is not actually offline — it's accessible, and other features communicate properly.

The same plotter works fine when accessed from a virtual machine (also tested with Windows 10 and 11) inside Direct Print Plus

We’ve tried disabling antivirus and firewall completely with no change.

The issue seems isolated to the Direct Print Plus application on the physical machine.

Has anyone experienced something similar, or are there specific network/driver settings that could cause this behavior?

Any advice would be appreciated.

Thanks!

[Sonya1]

Hi Otacon,

Based on the type of issue you're experiencing, I recommend you contact our Large Format Printer telephone support at 1-800-423-2366 (press option 1 then option 3 for Large Format Printers), Monday through Friday from 8:00 AM to 6:00 PM EST, excluding holidays. Please be near your TM-350 and have the 9-character serial number from the back of your printer ready at the time of your call. I hope this is helpful.