Troubleshooting PetDetect Issues in KC Cloud

Use the steps below if you are experiencing issues printing from PetDetect in KC Cloud.

1. ✅ Make Sure KCSilentPrintHelper.exe Is Running

The KCSilentPrintHelper.exe must be running on the computer for KC Cloud to access the printers installed on that workstation.

If the Silent Print Helper has not been installed:

Download the full PetDetect Apps folder.
Follow the setup guide for configuring the PetDetect printer with KC Cloud on that workstation.
Once installed, make sure KCSilentPrintHelper.exe is running before testing again.

⚠️ Important: If KCSilentPrintHelper.exe is not running, KC Cloud will not be able to send print jobs to the printers installed on that computer.

2. 🖥️ Check the PetDetect Printer in Windows

If KCSilentPrintHelper.exe is running, the next step is to verify how Windows currently recognizes the PetDetect printer.

Press Windows Key + R.
Type:
control printers
Press Enter.
Open Printers & Scanners.
Locate the PetDetect printer and confirm its exact name.

The printer will normally appear as:

PetDetect Raster Printer

Check for "Copy" Printer Names

If the printer has been unplugged and plugged back in while the computer was powered on, Windows may create another version of the printer.

For example:

PetDetect Raster Printer
PetDetect Raster Printer (Copy 1)
PetDetect Raster Printer (Copy 2)
PetDetect Raster Printer (Copy 3)

KC Cloud must be configured to use the exact printer name currently shown in Windows.

3. ⚙️ Verify the Printer Selected in KC Cloud

If Windows has changed the printer name, you will need to update the printer selection in KC Cloud.

Go to:

Setup > System Options > Local > PetDetect

Confirm that the selected printer matches the exact name displayed in Windows.

For example, if Windows shows:

PetDetect Raster Printer (Copy 1)

KC Cloud should also be set to:

PetDetect Raster Printer (Copy 1)

Save your changes and test printing again.

In many cases, updating KC Cloud to use the correct Windows printer will resolve the issue.

4. 🔧 If Printing Still Does Not Work

If you have confirmed that:

KCSilentPrintHelper.exe is running
The PetDetect printer appears in Windows
KC Cloud is using the correct printer name
Your changes were saved

The issue may be related to the printer driver, printer installation, or physical printer.

Kennel Connection Support can assist with software related troubleshooting and may be able to help reinstall the printer or driver. However, Kennel Connection Support does not provide hardware support, so we cannot guarantee that reinstalling the printer or driver will resolve a hardware related issue.

5. ☎️ Contact POS Guys for Hardware Issues

If troubleshooting indicates that the issue is related to the physical PetDetect printer or hardware, and the printer was purchased through POS Guys, please contact their Technical Support team.

POS Guys Technical Support

Hours: Monday through Friday, 7:30 AM to 4:00 PM PST
Phone: 800-903-6571
Email: support@posguys.com

📋 Troubleshooting Checklist

Before contacting Support or hardware support, confirm the following:

KCSilentPrintHelper.exe is installed.
KCSilentPrintHelper.exe is running.
The PetDetect printer appears under Windows Printers & Scanners.
The exact printer name has been verified.
You checked whether Windows renamed the printer to "(Copy 1)," "(Copy 2)," or a similar name.
Setup > System Options > Local > PetDetect is using the correct printer.
Changes were saved.
Printing was tested again.

❓ Need Assistance?

If you have completed these steps and are still experiencing issues, please contact Kennel Connection Support for additional assistance.

General Support Hours: Monday through Friday, 8:00 AM to 7:00 PM EST

We are available by phone, email, or chat.