Troubleshooting Printing Problems

(prepared by Deb Cameron 10/99)

Printer problems will vary by location and printers involved. Here's some of the more common problems Technical Services has experienced.

1. Printer won't print at all

Sometimes caused by a corrupted printer driver, sometimes "operator error", sometimes other things!

a. send a test page to the printer (Start/Settings/Printers. Right click on the printer you want to work with, from the drop down menu, click on properties. Click on "print test page"). If the printer prints a test page, you know you've got a good "connection" to the printer.

b. check the printer set-up in the program you're running, make sure the program is sending your print job to the correct printer.

c. if (a) and (b) are OK and you still can't print at all, report the problem to IT

2. Printer prints garbage

a. send a test page to the printer (see 1a). If the test page comes through OK then you have the right printer driver.

b. if the printer still prints garbage, report the problem to IT

3. Network printer set to work "offline"

Sometimes the laser printer will set itself to work "offline", in which case the printer icon (in the printer folder) is grayed out. Sometimes this is caused by a print job getting "stuck". Double click on the printer icon to bring up the display of print jobs in the queue. If there's anything waiting to be printed, click on printer and then purge print jobs. You should be able to delete only your own print jobs. (If someone else's print job is the problem, you will not be able to fix it by purging print jobs.) Re-boot the PC you're working on (log off the Novell server and the start/shut down/shut down the computer , turn off the cpu, wait a few seconds, then fire it back up). While you're waiting for the computer to power up, turn off the laser printer in question, wait a few seconds, turn it back on. (Re-booting the PC returns the printer to "online" status, even if the problem is still present!) Try sending the print job again. If the printer reverts to "offline" status, report the problem to IT.

4. Local (Okidata) printer won't print and you have an annoying red light flashing on the control panel.

Sometimes caused by the print head getting stuck on the paper tractor feeds. Turn the printer off, manually advance the paper, and then gently move printhead back into position.

Sometimes caused by the ribbon binding up (the ribbon cartridge sits in the printhead drive case, if the ribbon won't advance, the printhead can't move). Turn off the printer, remove the ribbon cartridge and then gently try to move the printhead from side to side. If the printhead moves, try advancing the ribbon using the knob on the ribbon cartridge. If the ribbon won't advance, toss it and install a new ribbon cartridge in the printer. Use only Genuine Okidata ribbons and be very gentle!! There's a small post that sticks up in the drive case, the ribbon cartridge sits on top of this post, and the post is easily damaged/broken. If the printhead won't move, contact IT.

Does the printer have paper? Is the printer set up for tractor feed from the rear/bottom/top? Make sure the printer has paper, and is set-up to "recognize" the source of the paper.

Is there something blocking the printhead's movement? We've had paperclips stuck between the platen and the paper, checkin labels gluing various printer parts together. Remove the obstruction and you should be OK.

When all else fails, read the manual!

5. Felix print job going to a laser printer print one line per page.

Caused by improper choice of printer. Make sure you select the "Mac or Window Printer" option from the choices you're given. If you are not offered this choice, contact Nancy Helmick.

6. Print jobs going to the "wrong" networked laser printer

Sometimes an "operator error". You're directing the print job to the wrong printer. Be sure you're sending the print job to the printer you want it to go to.

Sometimes due to an incorrect printer path. (We've had instances where our print jobs have been directed to ISD's laser printer.) To check and see where your print job is going: in the printers folder, right click on the icon for the printer in question. From the drop down menu, click on properties. Click on the details tab and look at what is displayed in the "print to the following port". You'll need to know what the correct path is, and if the path the laser printer is using is incorrect, you can change the path that appears in window. It's handy to have a list of the correct printer paths for your networked laser printer(s), since you may or may not be able to browse the network for the correct printer path.