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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Anti-Virus Tips


Virus Detection and Prevention Tips
1. Do not open any files attached to an email from an unknown, suspicious or untrustworthy source.

2. Do not open any files attached to an email unless you know what it is, even if it appears to come from a dear friend or someone you know. Some viruses can replicate themselves and spread through email. Better be safe than sorry and confirm that they really sent it.
3. Do not open any files attached to an email if the subject line is questionable or unexpected. If the need to do so is there, always save the file to your hard drive before doing so.

4. Delete chain emails and junk email. Do not forward or reply to any of them. These types of email are considered spam, which is unsolicited, intrusive mail that clogs up the network.

5. Do not download any files from strangers.

6. Exercise caution when downloading files from the Internet. Ensure that the source is a legitimate and reputable one. Verify that an anti-virus program checks the files on the download site. If you’re uncertain, don’t download the file at all or download the file to a floppy and test it with your own anti-virus software.

Troubleshooting Checklist

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Computer got you pulling your hair out?

These are some simple troubleshooting steps you can perform yourself before sending a Track-it or calling the Help Desk. These are tasks a technical support analyst would normally lead you through to pinpoint and resolve your problem. Performing these steps may even resolve your problem without having to make a call to the Help Desk.

Troubleshooting Steps

· Make sure all components of the affected computer system (the monitor, the CPU, the printer, etc.) are switched on and receiving power. If there is a power problem, try performing a power check. If you call the Help Desk for assistance, make sure to tell the technical support analyst the results of your power check test.

· Check to see if all cables attached to the affected equipment are firmly connected. If you find any cable connections that seem loose, push them snugly into place. For more details on how to test cable connections for different types of computer peripherals, try the equipment connect check.

· Turn your printer off and shut down the computer. Turn the printer back on, then restart the computer. Sometimes rebooting can resolve certain computer problems.

· If a keyboard, mouse, or monitor is not working properly, swap it out for one that is known to be working correctly on another computer. For example, if your keyboard is not working, disconnect it from the computer and plug in a known-working keyboard from another computer. If the “swap test” does not resolve the problem and you need assistance from the Help Desk, make sure to tell the technical support analyst that you tried the “swap test” and it failed.

· If you are having trouble printing, check to see if other computers are using the same printer. Try printing from one of those other computers. When you call the Help Desk, tell the technical support analyst if you were able to print from any of the other computers connected to the printer.

· Check to see if your computer is the only one in your library or department being affected by the problem. Knowing if the problem is an isolated case or it is affecting other systems in your building will help the technical support analyst pinpoint the cause of the problem when you call the Help Desk.

Find out if any changes have been made to your system. If equipment was added to your set-up, software installed, or any components dropped on the floor shortly before the problem appeared, remember to provide this information to the technical support analyst when you call the Help Desk.

Reporting Problems to IT/Services

Steps in reporting a problem

Step 1 — CSL:

The CSL is the first line of contact when experiencing a computer, network or printer problem. The CSL will attempt to resolve the problem. If the problem can’t be resolved by the CSL, they will either enter the problem into the Track-It Web module, or if they determine it to be a Critical issue they may call IT-Services.

Step 2 — Track-It and the HelpDesk:

The second line of problem resolution will be to use Track-It to contact the IT-Services HelpDesk. The HelpDesk Technician will monitor Track-It for new Work Orders and make an attempt to either resolve or determine the cause of the problem. If the HelpDesk staff are unable to resolve the problem, they will assign it to a field Technician.

Once resolved, the Technician may enter the resolution into the resolution field. If a generic solution is arrived at, the solution may also be entered into the Solutions database for future access by the CSLs. Frequently asked questions may also be found in the Solutions database.

Step 3 — Telephone for Emergency Service:

In Critical Automation need cases, where your Network or some other vital service is disrupted, call IT-Services immediately and ask for the Help Desk.

Click the link below to locate your CSL

http://intranet.jclc.org/csl/listing.htm