Troubleshooting printer network connectivity problems

Revision as of 08:39, 15 April 2010 by Petar Mitrevski (talk | contribs) (Added tag: 'Printers')
  1. Write down the IP address that the printer is supposed to have. If you’re not sure how to do that, see Obtaining a Printer’s IP Address.
  2. Try reaching the printer’s web-based interface at the IP address (that you obtained in step 1) using Internet Explorer (e.g. Open IE and enter )
    1. If you CAN reach the IP address and you get the printer's web-based interface, it means that the printer is properly connected to the network. Using the web-based interface you should be able to see if it's displaying any Error messages. Jams should be resolved as jams Procedure_for_Resolving_Printer_Paper_Jams, toner issues as toner issues, any other messages should be reported to Symquest.
  3. If you cannot reach the printer at its IP address, there are a few possible causes:
    1. Printer may need to be registered, see Printer Offline in Bombay List
    2. Network cable has failed, is unplugged or is plugged in wrong jack. To check if a cable has failed, connect a known good laptop to the network with that cable or use the gameboy (nettool).
    3. The jack may have been damaged. Visually inspect the jack and use a network test tool or laptop. If you cannot obtain an IP address then the jack may need to be repaired. If you do get an IP address, compare the IP address of the laptop/gameboy and the IP address that the printer is supposed to have (obtained in step 1). The first three sets of numbers need to match (e.g. printer's IP address should begin with 140.233.11.whatever - the gameboy/laptop need to obtain an IP address that begins with 140.233.11.whatever). The last number needn't match. If you get different VLAN numbers (e.g. 140.233.11 vs 140.233.12), then the the network port's VLAN may need to be reconfigured (after a power or network outage network ports may revert to a default setting that doesn't allow the printer to go online)
  4. Try temporariily changing the printer's configuration to a different IP address (remember to reverse this when you're done and set the printer back to its original IP that you obtained in step 1). After changing the printer's IP address, connect the printer to a known good jack with a known good cable and try reaching the printer's new address via a browser (as in step 2). Make sure that the VLAN on the jack matches the VLAN that you are configuring (i.e. if the jack gives you an IP address that begins with 140.233.11.whatever, make sure that you set the printer's IP address to begin with 140.233.11.XX). The IP address that you give to the printer should be a number that's not used by anything. Typically, you can write down the IP address that the gameboy/laptop had, unplug the gameboy/laptop and give the printer the gameboy/laptop's IP address.)
    1. If everything above checks out (jack works, cable works, is in proper VLAN/subnet), then the problem may lie with the printer's network card. Contact Symquest.
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