CoLOS®

Terminal Troubleshooting Guide

DATE: May 11, 2023

DOCUMENT REVISION: 1.0
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Table of Contents
Overview .................................................................................................................................... 6

Issue 1: Empty black screen on 2200 Production Terminal ............................................................ 6

Cause .................................................................................................................6

Symptom ............................................................................................................6

Workaround ........................................................................................................6

Resolving the problem .............................................................................................6

Issue 2: CoLOS Production shows a blue screen with the spinner................................................... 8

Cause .................................................................................................................8

Symptom ............................................................................................................8

Workaround ........................................................................................................8

Resolving the problem .............................................................................................8

Issue 3: CoLOS Production shows a white screen with the spinner .................................................. 9

Cause .................................................................................................................9

Symptom ............................................................................................................9

Workaround ...................................................................................................... 10

Resolving the problem ........................................................................................... 10

Issue 4: E-touch incompatible CoLOS versions causing unexpected printer resets/reboots......... 10

Cause ............................................................................................................... 10

Symptom .......................................................................................................... 10

Workaround ...................................................................................................... 11

Resolving the problem ........................................................................................... 11

Issue 5: Error message "Windows cannot find colos-browser.exe" on 2200 Production Terminal ... 17

Cause ............................................................................................................... 17

Symptom .......................................................................................................... 17

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Workaround ...................................................................................................... 17

Resolving the problem ........................................................................................... 17

Issue 6: CoLOS Production takes more than 15 minutes to load .................................................... 18

Cause ............................................................................................................... 18

Symptom .......................................................................................................... 18

Workaround ...................................................................................................... 18

Resolving the problem ........................................................................................... 18

Issue 7: Error message – Cannot Connect to Server .................................................................... 20

Cause ............................................................................................................... 20

Symptom .......................................................................................................... 21

Workaround ...................................................................................................... 21

Resolving the problem ........................................................................................... 21

Issue 8: Printer disconnection ........................................................................................................ 22

Cause ............................................................................................................... 22

Symptom .......................................................................................................... 22

Workaround ...................................................................................................... 22

Resolving the problem ........................................................................................... 22

Issue 9: Error message in Quick Configurator – License limit to 1 printer ....................................... 23

Cause ............................................................................................................... 23

Symptom .......................................................................................................... 23

Workaround ...................................................................................................... 24

Resolving the problem ........................................................................................... 24

Issue 10: Error message - Unable to find the bootable drive ........................................................ 24

Cause ............................................................................................................... 24

Symptom .......................................................................................................... 25

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Workaround ...................................................................................................... 25

Resolving the problem ........................................................................................... 25

Issue 11: White (auto OS recovery) or Windows blue screen error ............................................... 32

Cause ............................................................................................................... 32

Symptom .......................................................................................................... 32

Workaround ...................................................................................................... 33

Resolving the problem ........................................................................................... 33

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Revision History

Rev. No. Date Description of Change

1.00 May 11, 2023 The initial release of the publication.

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Overview
This guide describes the common errors that may occur in the 2200 Production Terminal and Line Termi-
nal and the methods to resolve them.

Issue 1: Empty black screen on 2200 Production Terminal

Cause
The cause of the problem might be an empty or missing bat file.

Symptom
The screen appears black and empty.

Workaround
To resolve the issue, replace the empty bat file with a valid one.

Resolving the problem

1. Download the Boot_Run.bat file:
a. Use the following link or attachment to download the bat file:
• 2200 Production Terminal CoLOS v6.2

Boot_run.bat

• 2200 Production Terminal CoLOS v6.3

Boot_run.bat

• 2200 Production Terminal CoLOS v6.4

Boot_run.bat

b. Copy the Boot_Run.bat file to a USB stick’s root folder.

c. Plug the USB stick into the Terminal.

Note: Ensure the USB stick is formatted and the bat file is stored in the root directory rather
than in any subfolders.

Note: Ensure that the bat file is unblocked. No action is required if the checkbox is not pre-
sent.

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2. Replace the Boot_Run.bat file:

a. Connect a keyboard to the Terminal.
b. To open the Windows Task Manager, press Ctrl+Alt+Del button.
c. Select Task Manager.
d. On the Task Manager, navigate to File ➔ Run new task.

e. On the Create new task window, enter explorer.exe.

f. Select the OK.

Windows Explorer will open now.

g. From the USB drive, copy the Boot_Run.bat file.

h. Go to C:\Windows\System32.
i. To replace the Boot_Run.bat file, paste the copied file.
j. On the Replace or Skip Files window, select Replace the file in the destination.

The Boot_Run.bat file is now replaced.

3. Once done, restart the Terminal.

The empty black screen issue is now resolved, and CoLOS Production will auto-launch.

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Issue 2: CoLOS Production shows a blue screen with the spinner

Cause
The cause of the problem might be the failure of Internet Information Services (IIS) to start.

Symptom
The CoLOS Production shows a blue screen with the spinner.

Workaround
To resolve the issue, restart the Internet Information Services (IIS).

Resolving the problem

1. From the Windows start menu, open Internet Information Services (IIS) Manager.
2. On the left pane of the IIS Manager, navigate to Local Host ➔ Application Pools ➔ CoLOS Produc-
tion 6.x.

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3. On the top right Actions pane, below the Application Pool Tasks, select Start.

The CoLOS Production blue screen with the spinner issue is now resolved. Close IIS and rerun the applica-
tion to verify.

Issue 3: CoLOS Production shows a white screen with the spinner

Cause
The cause of the problem might be that the CoLOS Browser is loading old scripts from the cache during
the upgrade process.

Symptom
The CoLOS Production shows a white screen with the spinner.

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Workaround
To resolve the issue, delete the folder "C:\users\Got5xxx-845\AppData\Roaming\colos-browser". This will
clear the cache and allow the CoLOS Browser to load the updated scripts.

Resolving the problem

1. Close any open CoLOS applications.
2. Open the File Explorer.
3. Navigate to the “C:\users\Got5xxx-845\AppData\Roaming” folder.
4. Find the "colos-browser" folder.

5. Right-click on the "colos-browser" folder and select Delete.

6. If prompted, confirm that you want to delete the folder and all its contents permanently.
7. Close the File Explorer.
8. Open the CoLOS Production to allow it to load the updated scripts.

The CoLOS Production white screen with the spinner issue is now resolved.

Issue 4: E-touch incompatible CoLOS versions causing unexpected printer re-

sets/reboots
Cause
The cause of the problem might be that versions of CoLOS before 6.3.11 do not support e-touch.
Attempting to change the printer settings from an incompatible version of CoLOS can cause the printer
to reset or reboot unexpectedly.

Symptom
The printer resets or reboot unexpectedly after changing the printer settings.

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Workaround
To resolve the issue, upgrade to CoLOS Terminal 6.3.11 or later, which includes e-touch support.

Resolving the problem

To upgrade to CoLOS:

1. Uninstall the existing version of CoLOS:

a. Login to CoLOS Production as admin (For 2200 Production Terminal: Username: administrator
and Password: NIMDAMI).

b. On the top left of CoLOS Production, triple-click the CoLOS icon.

You will now see a message box to close the application.

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c. Click OK.

The application will close now, and the Desktop will open.

d. From the Windows start menu, open Control Panel.

e. Navigate to Control Panel ➔ Programs.

f. Uninstall CoLOS Terminal 6.x.

g. Wait until the CoLOS Terminal uninstallation completes.

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h. Go to Desktop and remove any CoLOS icons if present.

i. Go to C:\Program Files (x86)\Markem-Imaje\ CoLOS Terminal 6.3 and delete any remaining
files or folders.

j. Go to C:\users\Got5xxx-845\AppData\Roaming and delete the colos-browser folder.

2. Install the new CoLOS Terminal 6.3.11 or later:

a. Download the CoLOS Terminal .exe from this link.

b. Copy the downloaded .exe to a USB stick.

Note: Ensure that the downloaded .exe is unblocked. No action is required if the checkbox is
not present.

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c. Connect the USB to the Terminal device.

d. Open the USB folder in the Terminal.

e. Run the .exe file.

f. Accept the terms and conditions.

g. Follow the installation wizard with default values.

h. Wait for the installation to complete.

3. Verify that the installation was a success:

a. From the Desktop, open the CoLOS Administrator.

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Note: CoLOS will not request the license details if upgraded from CoLOS v6.3.x.

b. Log in with the (For 2200 Production Terminal: Username: admin and the Password: NIMDAMI)

c. Make sure that the printer is shown.

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d. If the printer is disconnected, open the printer’s web page:

CoLOS Administrator ➔ My Devices ➔ <printer> ➔ Web Page.

e. On the left pane, select Advanced ➔ Parser Settings.

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f. Set the "end-of-line character" to "0".

g. Once done, select apply.

h. Verify that the C:\Windows\System32\Boot_run.bat is present.

4. Delete the cache folder “C:\users\Got5xxx-845\AppData\Roaming\CoLOS-Browser”.

5. Open CoLOS Production:

a. Restart the Terminal.

b. On the next launch, the CoLOS Production will open as usual.

Issue 5: Error message "Windows cannot find colos-browser.exe" on 2200

Production Terminal
Cause
The cause of the problem might be an incomplete upgrade within the same minor release of CoLOS (e.g.,
upgrading from version 6.3.3 to 6.3.11), which results in the existing version of CoLOS being uninstalled and
the newer version not being successfully installed (e.g., due to power failure or canceling the installation).

Symptom
The CoLOS Production displays an error message stating, "Windows cannot find colos-browser.exe."

Workaround
To resolve the issue, reinstall the CoLOS on Terminal.

Resolving the problem

Refer to the CoLOS Terminal Reinstallation section.

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Issue 6: CoLOS Production takes more than 15 minutes to load

Cause
The cause of the problem might be the Windows Security scan of the disk, which consumes significant CPU
resources and slows down other applications, such as CoLOS.

Symptom
The CoLOS Production takes more than 15 minutes to load.

Workaround
To resolve the issue, exclude all the CoLOS-related applications from the Windows Security scanning.

Resolving the problem

To exclude the CoLOS applications from the Windows Security service:

1. From the Windows start menu, open Windows Settings or press the Windows key + I on the key-
board.
2. Select Update & Security.

3. On the left pane, select Windows Security.

4. Select Virus & threat protection.

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5. Under Virus & threat protection settings, select Manage settings.

6. Scroll down to the Exclusions section and select Add or remove exclusions.

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7. Select Add an exclusion ➔ Folder.

8. Enter the exclusion folder path as "C:\Program Files (x86)\Markem-Imaje".

9. Once done, select Apply ➔ OK.

CoLOS applications are now excluded from the Windows Security service, and CoLOS Production will now
load faster.

Issue 7: Error message – Cannot Connect to Server

Cause
The cause of the problem might be that the Internet Information Services (IIS) starts before opening the Mi-
connectivity remoting port, leading to a connection failure to the server.

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Symptom
The user may see an error message saying, "Cannot Connect to server."

Workaround
Replace the bat file with a command that waits until the Mi-connectivity remoting port is open before
starting the IIS service.

Resolving the problem

For 2200 Production Terminal:

Refer to Replacing the .bat file on the 2200 Production Terminal section.

For Line Terminal:

1. Download the CoLOS-Browser.bat file:

a. Use the link or attachment to download the bat file.

Boot_run.bat

b. Copy the CoLOS-Browser.bat file to a USB stick’s root folder.

c. Plug the USB stick into the Terminal.

Note: Ensure the USB stick is formatted and the bat file is located in the root directory rather
than in any subfolders.

Note: Ensure that the bat file is unblocked. No action is required if the checkbox is not pre-
sent.

2. Copy the CoLOS-Browser.bat file:

a. From the USB stick, copy the CoLOS-Browser.bat file.

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b. Go to C:\Users\<username>\AppData\Roaming\Microsoft\Windows\Start Menu\Pro-
grams\Startup.
c. Remove any files in this path and paste the copied file.

The CoLOS-Browser.bat file is now copied.

3. Once done, restart the Terminal.

The CoLOS Production connection failure issue is now resolved and will auto-launch on the system
startup.

Issue 8: Printer disconnection

Cause
The cause of the problem might be that when the user selects the default settings and sends them to the
printer, it causes the printer to disconnect from the 2200 Production Terminal.

Symptom
The printer may disconnect from the 2200 Production Terminal.

Workaround
If you encounter this issue, update the " End Of Line Character" default value to "0".

Resolving the problem

1. On the Terminal, close the CoLOS Production.
2. Open CoLOS Administrator.
3. Go to My Devices ➔ <printer>.
4. To update the "End Of Line Character":
a. Open the printer's Web Page.

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b. On the left pane, select Advanced ➔ Parser Settings.

c. Set the "end-of-line character" to "0".

d. Once done, select apply.

The printer disconnection issue is now resolved.

Issue 9: Error message in Quick Configurator – License limit to 1 printer

Cause
The cause of the problem might be that the user mistakenly selected 2 printers on a 2200 Production
Terminal, which exceeds the license limit of 1 printer.

Symptom
The user sees an error message in Quick Configurator stating, "License limit to 1 printer".

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Workaround
Restart the Terminal to reset the printer selection.

Resolving the problem

1. On the Terminal's bottom-left corner, select the Start menu icon ➔ Power icon ➔ Restart.

2. The Terminal will now begin the restart process, and you'll see a message indicating that the Ter-
minal is preparing to restart.

3. Wait for The Terminal to shut down and restart. This may take a few minutes.

4. After the Terminal restarts, go through the Quick Configurator wizard and enter the number of
printers connected to the Terminal as "1".

The “License limit to 1 printer” error message in Quick Configurator is now resolved.

Issue 10: Error message - Unable to find the bootable drive

Cause
The cause of the problem might be a corrupted boot sequence or files on the disk.

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Symptom
The Terminal shows the error ‘unable to find the bootable drive’ while booting up.

Workaround
Reinstall the CoLOS Terminal ISO to restore the boot sequence and files.

Resolving the problem

1. Download the CoLOS Terminal ISO and create a bootable USB stick:
a. Download the CoLOS Terminal ISO from this link based on your Terminal device (e.g., 2200
Production Terminal and Line Terminal) and CoLOS license.
b. To create the bootable USB stick, extract the .iso file to a USB stick.
To extract .iso files in Windows, you can use Windows Explorer, third-party software like WinRAR
or 7-Zip, or Command Prompt. Refer to the How To Create a Bootable USB Drive guide.
Note: Ensure the USB stick is formatted and the files are stored in the root directory, not in sub-
folders.

Extracting .iso file to USB stick using 7-Zip

2. Connect a keyboard to the Terminal.
3. Plug in the USB stick to the Terminal.
4. Start the Terminal.

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5. As the Terminal boots up, press and hold the Esc key.
After a few moments, the BIOS menu should appear on your screen. Use the arrow keys on your
keyboard to navigate the options in the BIOS menu.
Note: Be careful not to make any changes to the settings unless mentioned, as making the wrong
changes could cause your Terminal device to malfunction.
6. Change the boot device priority to start the CoLOS Terminal installation from the USB stick:
a. On the Terminal BIOS menu, go to the Boot tab.

b. On the Boot Option Priorities section, select Boot Option #1 and press Enter.
c. To change Boot Option #1 to the USB stick, select the <usb stick name> and press Enter.

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d. You have now set the USB stick as Boot Option #1. Press the F4 button on the keyboard to
Save and Exit. Alternatively, go to the Save & Exit tab and select Save Changes and Exit.

e. You will now be prompted to save or discard the change; select Yes to proceed.
7. The Terminal will now restart and initiate the CoLOS Terminal Installation from the USB stick.

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Note: The installation may take more than 30 minutes to finish.

8. During the installation, you will be asked to enter the recovery storage partition size, select Recov-
ery.
Note: Do not change the Primary disk size.

9. For the prompt “Are you sure you want to recovery,” select Yes.

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10. The installation continues for a few more minutes, and once done, you will see the message “Re-
covery Completed!”. Select OK.
11. The Terminal will reboot now, press and hold the Esc key to reaccess the Terminal BIOS Menu.
12. To revert Boot Option #1 to Windows Boot Manager:
a. On the Terminal BIOS menu, go to the Boot tab.
b. On the Boot Option Priorities section, select Boot Option #1 and press Enter.
c. To change Boot Option #1 back to the Windows Boot Manager, select the Windows Boot
Manager and press Enter.

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d. You have now set the Windows Boot Manager as Boot Option #1. Press the F4 button on
the keyboard to Save and Exit. Alternatively, go to the Save & Exit tab and select Save
Changes and Exit.
e. You will now be prompted to save or discard the change; select Yes to proceed.
f. The Terminal will now restart and continue the installation.

13. Once the installation is done, the CoLOS 2200 Terminal Quick Configurator launches.

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14. Since you have reinstalled the CoLOS Terminal ISO, CoLOS has lost the license information. To ac-
tivate the license again:
a. On the Quick Configurator wizard, select Exit.
b. The Quick Configurator will close now, and the Terminal will load into the Desktop.
c. Open CoLOS Administrator.
Note: You will now see the Activate CoLOS Administrator window. Since the old activation
code is no longer valid, use the Hardware Serial Number and contact the MI helpdesk to
get the new activation code.

d. Once you receive the activation code, enter it on the activation window and select OK.
CoLOS Terminal is now activated.
15. To reaccess the Quick Configurator, restart the Terminal.

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16. Follow the Quick Configurator wizard steps to complete the installation process. Refer to the 2200
Production Terminal user guide for detailed steps.

You have now completed the CoLOS Terminal ISO installation.

Issue 11: White (auto OS recovery) or Windows blue screen error

Cause
The cause of the problem might be that the boot sequence or some files on the disk may have been
corrupted, leading to a white (auto OS recovery) or blue screen error.

Symptom
The user may see a white (auto OS recovery) screen or a blue screen with error messages.

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Workaround
Reinstall the CoLOS Terminal ISO.

Resolving the problem

Refer to the Reinstalling the CoLOS Terminal ISO section.

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