Middlebury

Difference between revisions of "Troubleshooting Printers and Printing Issues"

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[[Printer installation and usage]]  
 
[[Printer installation and usage]]  
  
=== Print Release System ===
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=== Print Release System ===
  
We've implemented a new print release system. Please check the [[Print Release System|Print Release System]] article for details.
+
We've implemented a new print release system. Please check the [[Print Release System|Print Release System]] article for details.  
  
 
== Servicing and Repairing Printers  ==
 
== Servicing and Repairing Printers  ==
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[[Printer service and repair]]  
 
[[Printer service and repair]]  
  
== Troubleshooting Printer Software Issues  ==
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== Troubleshooting Printer Issues  ==
  
 
=== Mac Printing Issues  ===
 
=== Mac Printing Issues  ===
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See [[Windows Printing Issues]]  
 
See [[Windows Printing Issues]]  
  
== Printer Offline in Bombay List ==
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=== Troubleshooting printer network connectivity problems ===
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See [[Troubleshooting printer network connectivity problems|Troubleshooting printer network connectivity problems]]
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 +
=== Printer Offline in Bombay List ===
  
 
If the [http://bombay/printers http://bombay/printers] or [http://papercut/printers http://papercut/printers] list indicates a printer is Offline but the user says the LED indicates it is ready and noone can print to it, then the printer is probably in Registration mode with Campus Manager and needs to be registered.  
 
If the [http://bombay/printers http://bombay/printers] or [http://papercut/printers http://papercut/printers] list indicates a printer is Offline but the user says the LED indicates it is ready and noone can print to it, then the printer is probably in Registration mode with Campus Manager and needs to be registered.  
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The Service Building is one of the more likely places where you may find hubs connecting several pieces of equipment.  
 
The Service Building is one of the more likely places where you may find hubs connecting several pieces of equipment.  
  
Other cases where the http://bombay/printers or http://papercut/printers indicates a printer is Offline, but the LED indicates it is ready:
+
Other cases where the http://bombay/printers or http://papercut/printers indicates a printer is Offline, but the LED indicates it is ready:  
  
 
*Printer was moved to a new jack. It's possible that the jack needs to be reconfigured (allowing access to a particular subnet). It's possible that the printer needs to be reconfigured (change gateway address, or change fixed IP).
 
*Printer was moved to a new jack. It's possible that the jack needs to be reconfigured (allowing access to a particular subnet). It's possible that the printer needs to be reconfigured (change gateway address, or change fixed IP).
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Writen by: Linda Knutson Date: 1/4/2008  
 
Writen by: Linda Knutson Date: 1/4/2008  
  
== Procedure for Resolving Printer Jams ==
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=== Procedure for Resolving Printer Jams ===
  
#'''Unplug the network cable.''' This ensures that the printer doesn't get overwhelmed with queued jobs when you are troubleshooting it.
+
#'''Unplug the network cable.''' This ensures that the printer doesn't get overwhelmed with queued jobs when you are troubleshooting it.  
#Resolve the paper jam following the on-screen instructions. Follow them carefully. Always check input trays if the correct paper is inserted and that it is inserted correctly.
+
#Resolve the paper jam following the on-screen instructions. Follow them carefully. Always check input trays if the correct paper is inserted and that it is inserted correctly.  
#Look for bits of torn paper stuck in the way.
+
#Look for bits of torn paper stuck in the way.  
#Check common locations of jams (e.g. duplexer).
+
#Check common locations of jams (e.g. duplexer).  
#If the print jam seems to be resolved, do not plugin the ethernet/network cable yet.
+
#If the print jam seems to be resolved, do not plugin the ethernet/network cable yet.  
 
#[Optional] If possible, ask the Helpdesk (and they in turn ask an SRP) to clear the print server queue (bombay or papercut) from old print jobs that are queued.  
 
#[Optional] If possible, ask the Helpdesk (and they in turn ask an SRP) to clear the print server queue (bombay or papercut) from old print jobs that are queued.  
 
#Before plugging in the network cable, '''turn off the printer'''. Some printers have the option to put go to sleep or turn off the LED/LCD display. This is not what you want to do. You want to completely turn off the printer using a physical power switch OR by unplugging the power cable. Wait a few seconds, then plug in the network cable and turn on the printer. This clears cached jobs on the hard drive.
 
#Before plugging in the network cable, '''turn off the printer'''. Some printers have the option to put go to sleep or turn off the LED/LCD display. This is not what you want to do. You want to completely turn off the printer using a physical power switch OR by unplugging the power cable. Wait a few seconds, then plug in the network cable and turn on the printer. This clears cached jobs on the hard drive.
  
 
[[Category:Helpdesk]] [[Category:Printing]] [[Category:Hardware]]
 
[[Category:Helpdesk]] [[Category:Printing]] [[Category:Hardware]]

Revision as of 14:59, 2 July 2009

Installing and Using Printers

Printer installation and usage

Print Release System

We've implemented a new print release system. Please check the Print Release System article for details.

Servicing and Repairing Printers

Printer service and repair

Troubleshooting Printer Issues

Mac Printing Issues

See: Mac Printing Issues

Windows Printing Issues

See Windows Printing Issues

Troubleshooting printer network connectivity problems

See Troubleshooting printer network connectivity problems

Printer Offline in Bombay List

If the http://bombay/printers or http://papercut/printers list indicates a printer is Offline but the user says the LED indicates it is ready and noone can print to it, then the printer is probably in Registration mode with Campus Manager and needs to be registered.

If the printer is connected to a hub and the hub also has a computer connected to it that has an expired registration, this places the entire hub in Campus Manager Registration. The computer can be registered by the user or manually registered by us to get the printer working.

Asset Tracker info can be used to get the MAC Address of the computer, if necessary.

The Service Building is one of the more likely places where you may find hubs connecting several pieces of equipment.

Other cases where the http://bombay/printers or http://papercut/printers indicates a printer is Offline, but the LED indicates it is ready:

  • Printer was moved to a new jack. It's possible that the jack needs to be reconfigured (allowing access to a particular subnet). It's possible that the printer needs to be reconfigured (change gateway address, or change fixed IP).

Writen by: Linda Knutson Date: 1/4/2008

Procedure for Resolving Printer Jams

  1. Unplug the network cable. This ensures that the printer doesn't get overwhelmed with queued jobs when you are troubleshooting it.
  2. Resolve the paper jam following the on-screen instructions. Follow them carefully. Always check input trays if the correct paper is inserted and that it is inserted correctly.
  3. Look for bits of torn paper stuck in the way.
  4. Check common locations of jams (e.g. duplexer).
  5. If the print jam seems to be resolved, do not plugin the ethernet/network cable yet.
  6. [Optional] If possible, ask the Helpdesk (and they in turn ask an SRP) to clear the print server queue (bombay or papercut) from old print jobs that are queued.
  7. Before plugging in the network cable, turn off the printer. Some printers have the option to put go to sleep or turn off the LED/LCD display. This is not what you want to do. You want to completely turn off the printer using a physical power switch OR by unplugging the power cable. Wait a few seconds, then plug in the network cable and turn on the printer. This clears cached jobs on the hard drive.
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