Email to organization owners
Owners and admins are emailed when an incident affects job dispatch, along with an update when it is resolved.
Status
How we tell you when something is wrong.
A dedicated status dashboard is not live yet. Until it is, this page describes how incidents are communicated and how to tell a platform problem from a local one.
During an incident
Where updates appear.
Support
Email support@rocketprint.io with your organization name and a job ID. A job ID makes an answer minutes rather than hours.
Before you report
Most printing problems are local, and the console will tell you which.
This is not deflection — it is the same checklist we run first.
Is the station online?
Console → Printers shows live presence. An offline station means jobs are queueing safely and will dispatch on reconnect. Check that the machine is awake and has outbound HTTPS.
Did the job fail, or never dispatch?
A failed job carries the reason the print system gave. A job stuck at pending means the station has not come back yet — those are different problems with different fixes.
Can the machine print locally?
Print a test page from the station itself. If that fails, the problem is between the machine and the printer, and we cannot route around it.
Are you being rate limited?
A 429 with Retry-After means your key exceeded 300 requests per minute. Back off and retry — the header says when.