Troubleshooting
Your Printer Problem
Want to print this page?
click here
Click on any word in
red
to see more information on that topic!
|
Have you ever sent 20 jobs to
the printer with the hope that at least one of them will print?
Well, sending multiple print jobs to the printer is not the answer.
Instead, you may want to try some of our suggested troubleshooting
techniques for Windows printing.
For information about
Datatel printing, read the
Printing in Colleague
document or log into the Datatel Colleague E-Learning
course provided in Blackboard. |
|
|
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
troubleshooting recommendations:
-
Don't panic.
-
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 display.
-
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 :
-
Clicking on your
Start button.
-
Next, click on
Printers and Faxes.
-
Double-click on
the icon of the problem printer.
-
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
Help Desk.
NOTE: 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 Helpdesk to clear the queue.
-
It is helpful if you know
information about the your printer, such as the printer name and
model, before calling the Help Desk at 412-237-3275. 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:
|
als212a
The first two letters signify
your location
|
als212a
The next group signifies the
building/ room number
|
als212a
The next letter signifies which
printer; a building/room may be equipped with
printers a,b,c
|
To find troubleshooting
information about a specific problem, click the occurring problem:
|
|
|
Supporting
Printers |
|
|
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 Help Desk at
(412) 237-3275. Be prepared to provide information on the
printer name, printer model and answers to troubleshooting
questions.
-
Help 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 hardware/toner related:
-
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 working hours.
-
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 at 412-237-3020. 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.
When your networked
printer or local printer is out of service, you may
add a printer in
your proximity.
|
|
|
Helpful Links |
|
|
|
|
|
To suggest future Talkin' Tech Pages,
email us.
 |
|
