Printer Problems


General Printer Troubleshooting

·         Verify that your printer is connected to a working power source: Make sure the printer has power and is turned on. If the printer is connected to a surge protector, make sure the surge protector is plugged in and is turned on.

·         Verify that your printer has paper and a sufficient supply of  toner/ink to work properly.

·         Check for paper jams.

·         Verify that your printer is properly connected.

·         If your printer has an online/offline setting or button, verify that your printer is online.

·         Turn off computer and printer.

·         Wait a minute.

·         Turn on printer first then computer.

·         Try printing a short document.

·         If that does not work see the appropriate sections on Network Printer Problems or Attached Printer Problems below.

 

Network Printer Problems

If the printer will not print, check the …

Printer Display – Check the display if the printer has one, most network printers have displays that may indicate the cause of the problem. Check to make sure the display shows that the printer is online and ready to print.

Paper & Toner – Is there paper in the tray? Is the paper damp or warped? Are all the trays and panels closed? Does the machine have toner?

Power – Make sure the printer has power and is turned on. If the printer is connected to a surge protector, make sure the surge protector is plugged in and is turned on.

Network connectivity

·        Unplug network cable from the printer and plug it back into the printer.

·        If this does not work, ping the printer. If you can ping the printer, connectivity is not the problem.

o       Click on the start button

o       Select run from the start menu

o       In the run box, type cmd

o       At the dos prompt type ping and your printer’s IP Address (example ping 192.168.150.4)

To find your printer’s IP address

o       Click the start button

o       Chose the control panel from the start menu

o       Click on printers

o       Right click on the problem network printer

o       Chose properties

o       Click on the ports tab

o       The IP port should now be displayed

·        If your ping gets no reply from the printer, check the switch on the other end of the network cable.

·        If your do not get a link light on the switch, try replacing the network cable with a know good cable if one is available.

Check for paper jams

·        Open the paper trays, remove the toner cartridge, and open the back panel of the printer to look for paper jams.

·        If a paper jam is found, slowly pull the jammed paper out of the printer making certain not to tear the paper.

·        Once the jam is removed, retry printing.

Reset the software

·         Turn off computer and printer.

·         Wait a minute.

·         Turn on printer first then computer.

If all of the above does not solve the problem, check the printer manual for other troubleshooting tips then send a Track It!

o        Track-It Request

If the problem is critical, call the Helpdesk @ 226-3700.

 

Attached Printer Problems

If the printer will not print, check the …

Printer Status/Power – Check the display if the printer has one, star printers have green status lights. Check to make sure both lights are on. If the online button if off, press the online button. If neither light is on, make sure the printer has power and is turned on. If the printer is connected to a surge protector, make sure the surge protector is plugged in and is turned on.

Paper & Print Cartridge – Is there paper in the printer? Is the paper properly loaded? Is the paper spool warped? Is the top panels closed? Does the machine have a printer cartridge? Does the printer cartridge need replacement?

Connectivity – Unplug and plug the printer cable back in at both ends. (i.e. the printer connection and the computer connection). If this does not fix the problem and you think this is a connection problem, try substituting a known good printer cable if one is available.

Reset the software

·         Turn off computer and printer.

·         Wait a minute.

·         Turn on printer first then computer.

If available try replacing the printer with a known working printer and cable, if the replacement printer works the problem is hardware related so send a Track It!

If all of the above does not solve the problem, check the printer manual for other troubleshooting tips then send a Track It!

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