Troubleshooting a Printer
Whether your printer is reporting a jam, spitting out multiple
copies or out of toner, you can recover from the printer error
faster or expedite your repair service request by following these
Sending multiple print jobs to the
printer is not the answer:
- Always check to see if there is
paper in the printer. Lack of paper is
one of the most common problem users
have when printing.
- Look for clues as to the problem.
Note any messages on the display of the
printer. If there are any flashing
lights, please try to write down the
color of the light and look at the
- Turn your printer off and then power the printer back on. There
may be instances when your printer needs to reset its settings. You
can aid the printer by powering the printer off and then back on.
- Reseat the cables running from the
back of your computer to your local
printer or the blue network cable
located at the back of your printer.
- Try clearing the print queue. You
may clear the print queue by :
You can only
clear documents that you have sent to the printer. If another
user has sent a document to the same network printer, you will not
see them in your queue. If those other print jobs are hanging
up the queue, you will need to call the Servicedesk to clear the
- Clicking on your Start button.
- Next, click on Printers and Faxes (for XP),Devices and Printers (for Windows 7).
- Double-click on the icon of printer with the problem.
- A new window will launch. In the new window, click the Document menu option and select Cancel.
These actions should clear the printer job;
however, if the printer does not clear, please call
the ITS Service Desk.
It is helpful if you know information about the your
printer, such as the printer name and model type, before calling
emailing the Service Desk at 412-237-8700
To help determine your printer name,
please consult the table below:
The names given to CCAC Network Printers are
"smart-coded" to make it easier for you to remember:
The first two letters signify your location
The next group signifies the building/ room
The next letter
signifies which printer; a building/room may be
equipped with printers a,b,c
Common Printer Problems
To find troubleshooting information about a specific problem, click
the occurring problem:
Stuck Print Jobs
Printer is Offline
In order to assure
consistency in printer support, please follow this procedure:
- If you experience a problem with an ITS networked
printer, non-ITS networked printer or local printer, contact the
ITS Service Desk at (412) 237-8700. Be prepared to provide
information on the printer name, printer model and answers to
- Service Desk staff will attempt to resolve your
problem over the phone or dispatch a field tech to
diagnose/resolve your problem.
- If your problem is determined to be
- For a ITS supported networked printer: If it is a hardware problem, the ITS
printer's hardware will be serviced at no cost to the department. In addition,
the ITS printer's toner will be replaced at no cost to the department.
Onsite Service to an ITS networked printer should be provided within three
working hours. Please note: service may be delayed if parts or outside service is required.
- For a non-ITS supported networked printer:
If an ITS field technician is not able to resolve a non-ITS
networked printer problem, the department will be informed
that a third-party vendor will need to service the computer.
Any repair charges by the third-party vendor will be billed
to the department and not to ITS. If a non-ITS networked
printer is out of toner, the department must purchase the
toner/ink cartridge. If you have any questions about
purchasing the cartridge, please contact the Purchasing
Department at 412-237-3020. Onsite Service to a
non-ITS networked printer should be provided within three
- For a local printer: Local Printers are printers connected to
only one computer. The ITS field techs will attempt to resolve
any local printer issues; however, if the ITS field tech is unable
able to resolve the local printer problem, the department will be
informed that a third-party vendor will need to service the computer.
Any repair charges by the third-party vendor will be billed to the
department and not to ITS. If a local printer is out of toner,
the department must purchase the toner/ink cartridge. If you have any
questions about purchasing the cartridge, please contact the Purchasing Department
Onsite Service to a local printer should be provided within one working day.
Please note: Network printers are of a higher priority than local printers.
Finding your Printers Name
Printing in Colleague
Purchasing a Printer
Datatel E-Learning Module 2, Demo 4