EDNA Connectivity Issues

Update timeline

1. investigating Oct 15, 2025, 03:35 PM UTC

   We’re aware that some customers are currently experiencing issues with EDNA and our team is actively investigating the cause. To help us diagnose the problem more quickly, please submit a support ticket with the following details: - Your operating system version (e.g. Windows 11, Windows 10) - Whether you’ve run any recent operating system updates this week. Thank you for your patience and assistance while we work to find a solution to this as quickly as possible. We’ll provide updates as we learn more.

2. investigating Oct 15, 2025, 05:24 PM UTC

   We are continuing to investigate the issue.

3. investigating Oct 15, 2025, 07:26 PM UTC

   Our team is still actively investigating and working to pinpoint the root cause, which appears to be related to recent Windows updates. We’re continuing to explore all possible factors to restore full functionality as soon as possible. In the meantime, if your customers are requesting receipts, there are two alternative options you can use: - Email Receipts – Send digital copies directly to your customers via email. https://help.simpleconsign.com/hc/en-us/articles/23004055881229-Email-Receipt-Configuration - Desktop Receipt Printing – Print receipts through your computer’s connected printer. https://help.simpleconsign.com/hc/en-us/articles/23004055372557-Desktop-Receipts We truly appreciate your patience while we work through this issue. We’ll continue to share updates as more information becomes available.

4. monitoring Oct 15, 2025, 10:51 PM UTC

   Based on our investigation, we believe the EDNA connectivity problems were related to recent Windows updates. It appears that Microsoft has since released additional updates that may have resolved these issues, which also impacted other printing software providers outside of SimpleConsign. If you are still experiencing issues with EDNA, please reboot your computer and try again. After rebooting, please let us know whether the issue persists by replying to your existing support ticket, or by opening a new ticket if you haven’t yet reported the problem. Thank you for your patience and cooperation as we work to ensure EDNA remains stable and reliable. We will continue to monitor the situation.

5. monitoring Oct 16, 2025, 03:30 PM UTC

   Thank you for your patience. If restarting your computer did not resolve the EDNA connectivity issue caused by the recent Microsoft Windows updates, please follow the steps below as a temporary workaround. For computers where EDNA is not connecting: Please review your installed Windows updates and uninstall any updates from October 2025, specifically updates: - KB5066131 - KB5066835 To uninstall these updates, follow the instructions below or watch this video (https://share.birdie.so/o/xzqhYBeQ). 1. Click the Start button (Windows logo in the bottom-left corner). 2. Select Settings (gear icon) or type “Settings” in the search bar. 3. In the left sidebar, click Windows Update. 4. Select Update history → scroll down and click Uninstall updates. 5. In the list, locate KB5066131 and KB5066835. 6. Click Uninstall, then confirm when prompted. 7. Once the uninstall completes, restart your computer. 8. Check installed updates again and repeat steps if necessary, there will likely be multiple updates that need to be uninstalled. For computers where EDNA is still functioning and/or after you uninstall the updates: To prevent disruption, we recommend pausing future Windows updates until a permanent fix is released. To pause automatic Windows updates (Windows 11) follow the instructions below or watch this video (https://share.birdie.so/o/yPehRGYN). 1. Open Settings (press Windows + I). 2. Go to Windows Update. 3. Click Pause for 1 week (you can extend this up to 5 weeks). Please report back with your results via your support ticket and let us know whether these steps resolve the issue. Our team is actively working on a long-term solution and will provide updates as they become available. As an alternative, you may continue operations by emailing receipts (https://help.simpleconsign.com/hc/en-us/articles/23004055881229-Email-Receipt-Configuration) or using desktop receipts (https://help.simpleconsign.com/hc/en-us/articles/23004055372557-Desktop-Receipts) until the issue is fully resolved. Thank you for your understanding and cooperation.

6. resolved Oct 16, 2025, 09:47 PM UTC

   Thank you for your continued patience. We believe the EDNA connectivity issues caused by recent Microsoft Windows updates have now been resolved. However, you may need to complete a few quick steps to get EDNA back up and running. Please follow the steps below. We’ve included both written instructions and video tutorials for each step. STEP 1: Uninstall EDNA Video Tutorial: https://share.birdie.so/o/n6qt2XWK 1. Click the Start button (Windows logo in the bottom-left corner). 2. Type Control Panel and select it. 3. Click Programs. 4. Find Traxia EDNA in the list. 5. Highlight it and click Uninstall. STEP 2: Install Windows Updates Video Tutorial: https://share.birdie.so/o/Vy2UNpo9 1. Click the Start button and select Settings (gear icon). 2. In the left sidebar, choose Windows Update. 3. Click Check for updates. 4. Install any available updates — especially the following: - Windows 11, version 25H2 - Security Intelligence Update for Microsoft Defender Antivirus – KB2267602 (Version 1.439.224.0) 5. Click Download & install for each update. 6. Restart your computer once installation is complete. STEP 3: Reinstall EDNA Video Tutorial: https://share.birdie.so/o/JXkIy7oA 1. Log in to SimpleConsign Back Office. 2. Go to Printers. 3. Find EDNA and click the green Download button. 4. In your downloads folder, open the Edna.Win.exe file. 5. Follow the prompts: 6. Click Next. 7. Accept the terms and license agreement, then click Next. 8. Click Install. 9. When prompted by Microsoft User Account Control, click Yes. 10. Click Finish to complete the installation. STEP 4: Reconfigure Printers Video Tutorial: https://share.birdie.so/o/JXkIy73p 1. In Printers settings, go to the EDNA Printers tab. 2. If no printers appear, click Refresh Printers. 3. To reconfigure printers: - Click Details → Unconfigure (for each printer). - Click Refresh Printers again. - Click Add Printers → Add Printer (green button). - Repeat as needed for multiple printers. 4. Go to the Printer Mapping tab. 5. Use the blue dropdowns to reselect the correct receipt, check, and label printers. If you need further assistance, please reply to your existing support ticket or open a new one, and our team will assist you as soon as possible. Thank you again for your cooperation and patience as we ensure EDNA remains stable and reliable.