Troubleshooting the invoice printer

If something goes wrong when you transfer invoices to us you will receive an error message automatically. If you have chosen to get feedback on all transfer errors, we will return to you as soon as we find the error. You can also contact us via chat in the invoice printer for immediate assistance. See our contact information and opening hours >>

Can I send my other invoices?

If any errors occur, it is usually on one or a few individual invoices. If so, you can always proceed and send the other invoices while our support checks what went wrong. Simply check the box Check this box to continue and then click on Next. If there are invoices that can be sent, the dispatch will be resumed. If not, a message will appear saying that no invoices are available for transfer.

 Tip! A common cause of failure is that the invoice template you just sent has a different look than before. Therefore, please double check so that your invoice template is the same as before.

• If you've used the wrong invoice template, you can reprint the invoice with your default template.
• If you've made changes to your default template, please contact our support so we can adjust our invoice templates.

 Live support via chat
You can now choose to, instead of troubleshooting all transfer errors, contact us when you need our help. You get the quickest help via chat in the invoice printer. Try it out!

Please contact support if you want to turn off the automatic troubleshooting of transfer errors. We will then automatically close these cases, but will be here for you if you need our help.

When you send e-invoices via InExchange we always check that the invoice is valid. When your customer also uses InExchange we can immediately check if the given reference number is valid at the recipient. If it is not valid an error message will inform you that the reference code is not approved by the recipient.

I have stated the right reference but it still does not work, what should I do?

If the reference you have received from your customer does not work, you must contact the customer since they administrate their reference information.

I have added an incorrect reference, how do I correct it?

Mark the invoice in the list and correct the information in the  Your reference number-field. 

If you get a warning when transferring to us that one or several invoices have a faulty summary, then this is because our calculation control finds a fault on your invoice. If you wish for us to troubleshoot this for you, you can always contact our support.

Below follows tips on things you can check yourselves:

1. Are the numbers right in the invoice? Is every invoice row+- Fees/Discounts +- Rounding, the total amount that is given?

2. Are your invoice rows complete? In order for an invoice row to be valid, there must be at least a description and a row amount on the same row.

We automatically receive error reports if an invoice stops. These reports are monitored every normal weekday and as soon as we find the problem we will get back to you through the e-mail address that is used when invoicing. If you have not heard anything from us in a while you are more than welcome to give us a call.

When you print a document to the InExchange Invoice Printer the invoice printout will be compared to a number of templates we have created for you. In this process we try to find out what kind of document you have printed. For instance, if it is a debit- or credit invoice, an invoice copy or attachment and so on.

If our system shows a message stating that it could not find a proper template, then our system does not recognize the document you have printed. This is often because you have printed an invoice with a different layout or a document that is not an invoice.

If you know that you have selected the wrong invoice template in your system you can easily print the invoice again on the right template. If not, we do monitor these error messages on normal working days and will get back to your given e-mail address as soon as we have checked and identified and/or corrected the error.

If you select a receiver in the step Select how to send your invoices, the recipient may possibly get a red triangle. If you hold the mouse pointer over this it says that the recipient requires that you contact them before you can invoice them.

1. Right click on the red marked line and click on View company.
2. Information about the receiver will now appear in your browser. Click on I want to send.
3. A request is sent to the recipient. If everything is in order, they will accept you, otherwise the recipient will contact you.

Please note: Inquiries may take a few days. If it drags on, you need to contact the concerned recipient and check with them. Until further advised you are recommended to send your invoices to the recipient by mail or PDF. 

If you send an invoice through InExchange Invoice Printer, it can sometimes show a small information box that says Interconnected. This means that the recipient uses a different e-invoice operator than InExchange, but one that we have a partnership with. The only difference in the invoice flow is that we cannot control if any reference codes are correct directly in our application. If an invoice has an incorrect reference code, you will receive an e-mail about this after the invoice has been sent.

When you have transferred your invoices to InExchange and get a warning that tells you that duplicates have been identified, you can still proceed and send your invoices by checking Approve duplicates.

Tip: If you are not sure if the invoice has been sent earlier you can click on the button Duplicates. There, you will find a list of all previous items with this particular invoice number. 

If InExchange Invoice Printer cannot connect to InExchange, begin by checking that you have a working internet connection. If your internet works, you may need to review the settings of your firewall.

 Check that InExchange Invoice Printer (xClient.exe) can:

1. Communicate with the following ports; 80 for http and 433 for https.
2. Communicate with the IP address 213.174.91.93 (ws.inexchange.se).

If the problem continues, you are very welcome to contact our support team and we will help you resolve the problem.

The following measures are for the error codes that can occur with the use and installation of InExchange Invoice Printer.

XC1

Repair the invoice printer.
"Start Menu > All Apps/All Programs > InExchange > Repair Invoice Printer"

XC24

Check the user's rights to "C:\ProgramData\InExchange Factorum".

XC25

Repair the invoice printer.
If the problem remains, please contact our support.

XC26 Error #32

Restart the Print Spooler service.
"Control Panel > Administrative Tools > Services > Print Spooler", right click and select restart.

XC26 Error #5

User does not have write access to "C:\ProgramData\InExchange Factorum".

XC30

User does not have write access to "C:\ProgramData\InExchange Factorum".

XM1:2

Xagent.exe process is not started for the current user. Repair the invoice printer.

XM4:2

Xagent.exe process is not started for the current user. Repair the invoice printer.

XM11:5

The user has no rights to "C:\ProgramData\InExchange Factorum\Virtual Printer\*Computer name*\*user*\Unsent".

XM12

The Invoice printer does not support printing files containing data type "Raw".
The error may have various causes. The printout may originate from an incompatible system or that the invoice printer is installed incorrectly in a server environment.

XM13 Error #3

The user has no rights to "C:\ProgramData\InExchange Factorum".

XM18: 8 Error #8

The error occurs when there is not enough available storage.

XM19

Restart the Print Spooler Service.
"Control Panel > Administrative Tools > Services > Printer Spooler ", right click and select reboot

XS26:1051

Stop the service Print Spooler.
"Control Panel > Administrative Tools > Services > Printer Spooler ", right click and select Stop.

XS32

Look over the user's rights, an administrator probably need to install the software.

XS41

The error may be due to limited write access to "C:\Windows\System32"
Historically, some antivirus programs has also caused the error.

XS42

1. Copy the file "ntprint.inf" from:"C:\Windows\System32"\DriverStore\FileRepository\ntprint.inf_amd64_neutral_4616c3de1949be6d" and put it in "C:\Windows\Inf\"

(Note that the suffix in the folder name may vary, however, it is always "ntprint.inf" first.)

2. Start the installation
3. The computer will now ask for the "unidrv.dll" if it does not find it itself.
Point on "C:\Windows\System32\spool\drivers\*bitversion*" or "C:\Windows\System32\DriverStore\FileRepository\ntprint.inf_amd64_neutral_4616c3de1949be6d\Amd64\"

If it would not find the file there, then search through the entire System32 folder for it.
If you still do not find it, you need the installation media to get the file.

4. If you find the file, the installation should now continue and be completed.
5. Try to log in to invoice printer to verify that it works.

Error #2

Check the user's rights to "C:\ProgramData\InExchange Factorum".

Error #3

Check the user's rights to "C:\Program Files\InExchange\InExchange Invoice Printer\x64\xagent.exe"
And then restart the process xagent.exe

Error #5

Check the user's rights to "C:\Program Files\InExchange\InExchange Invoice Printers\x64\xagent.exe"
And then restart the process xagent.exe

If the problem persists, you are of course welcome to contact our support.

When you are in contact with InExchange Support, it is possible that we will ask you to send the log files from the invoice printer to us so that we can help troubleshoot your problem in the best possible way.  Of course we will help you compile the log files when you are on the phone with us, but here is also a guide to help with this process. 

The menu for InExchange Invoice Printer looks slightly different in Windows, depending on which version of the Invoice Printer you have.  See below:

For older versions of the Invoice Printer:
Go to "Windows start menu > All programs > InExchange > InExchange Invoice Printer"
Then click on Show log

For newer versions of the Invoice Printer:
Go to "Windows start menu > All programs > InExchange > Settings".
Then click on Show log

A log file is now compiled in MD5 format with a file name that looks as the following "collect_YYYY-MM-DD_HHMMSS.log". It is automatically placed in the folder "VirtualPrinter" on your computer.  Click on OK in the message that appears and the folder will open.

Now that the log files have been compiled, you can send them to us by updating your support case. We will get back to you as soon as possible. 

Windows 10 has a function where Windows automatically sets which printer is the default printer, according to which printer that was last used. This funtion is activated from start and needs to be turned off manually.

If you have a different default printer installed but print a file to the invoice printer, this function will change the default printer.

You can turn off this automatic funtion of default printer via settings for printer via your Windows menu.

If you are missing this setting, you can download the .reg-file that is attached in the bottom of this article. Follow the steps below:

1. Download the file and pack it up on the desktop.

2. Run the file and answer positively in all dialouge boxes. Thereafter you can delete the file.

The one who runs the file must have admin rights.

Note that registry modifications are always done at your own risk.