Troubleshooting Printing Problems Guide:

Transcription

1 Troubleshooting Printing Problems Guide: This guide is to help resolve printing issues. There are a number of things that can prevent printing. From Network and software issues to error codes on the copier itself. At times, when you send a print job to the printer, you will see this message when you check the Devices and printers section in the Windows Control Panel.

2 First thing we should try is restarting both the copier and your computer On your PC, click Start Menu and Restart I know this takes a long time. But Restarting the PC is one of the simplest ways to fix problems.

3 On most Sharp copiers there are two power buttons. First, push the power button on the top right of the operation panel. Wait for the screen to go blank and open the front door where the toner goes. On the bottom left of the door is another power switch. Flip the power switch off and wait 60 seconds. After 60 seconds, push both power switches and turn the machine back on. Send a test print, if you are still unable to print move on to the next step

4 Lights indicating connection No lights indicating no connection Check the network cable on the back of your MFP. It can also be found on the back right or back left side of the copier. It looks similar to a phone cable, but the head is a little larger. Try unplugging and re-plugging the cable. Sometimes, if it becomes a little loose, it can lose connection. Make sure to push the plastic pin or tab while removing the cable. You should hear a CLICK sound when you plug the cable back in. Perform this both where the cable plugs into the copier and where it plugs into the wall or switch / router.

5 Good cable, has good pin Bad cable, broken pin Inspect the cable on both ends. Above are examples of what a good cable and bad cable look like. If the cable has a broken pin, it will come loose and cause the machine to become disconnected. Please replace cables with broken pins. This cable is called a network cable. It may also be called an Ethernet cable, Cat5, Cat5e or Cat6.

6 Example of what a Switch may or Router look like Cable not plugged into the switch Port number 4 is where is was plugged into. It is not lit up indicating that it is not connected Check the connection on the switch or router. In my example above port 4 will not work. So I am going to try another port. I will plug the cable into port 5

7 In this example. Port 5 is lighting up indicating that I have a connection to the copier. Often times, this can restore connection to the copier and restore your ability to print. If you still can not print, move onto the next step.

8 Next let s check for error codes on the copier. Error codes are often displayed in the two sections I have highlighted in the example above. Error codes can often prevent printing. If you see any error codes, please call ROTC for service. Make sure MFP Status is selected. Press the MFP Status button to get the Maintenance Information to open up and reveal any codes that may be displayed. In my example, there are no error codes. If there are no codes, move to the next step.

9 Open the start menu and click Devices and Printers to Open the printers menu

10 Double click on the printer s icon to bring up the printer s queue. Right click and click Cancel All Documents. If the driver is installed on a server, it may need to cleared on the server by your IT personnel in order to clear the queue. Sometimes a bad job stuck in the queue will not allow the rest of the jobs to print. Next let s check the job queue on the copier

11 In front of the copier, push the Job Status button. It will be a physical button to The right of the touch screen. In my example, it is below and highlighted.

12 In the Job Status screen, look for jobs that are stuck here and not printing out. In my example, my queue is empty. Once the queues are cleared on the machine and your PC, try resending your Print. If you still can not print. Move onto the next step.

13 Does your machine require you to login using a password or user number? Your touch screen will look like this if a login is required to use the copier. This same password must be used to allow the print driver to login and print to the copier. I will show you how to save that login password into the driver on the next screen.

14 Back at the Printers Menu on your PC. Right click on the icon for your copier and click Printer Properties and a new window will open up.

15 Click on the Advanced tab On the Advanced tab click on Printing Defaults and a new window will open up

16 In this window, click on Job Handling and it will take you to the window seen on the top right. If you use a number to login to the machine, check mark the User Number box and type in that number. If you use a user name and password, then Check the Login Name and Password boxes and type in the correct information Click Ok to Save.

17 Back at this screen, click on the General tab and it will take you back to the screen seen on the top right. Then click Preferences

18 This screen will pop up again. But this is a different section than before. Sometimes when we save something in Printing Defaults it does not save here too. Click on Job Handling and make sure the User Number or Login and Password are saved. Click ok and try sending a test print. If you are still unable to print, move onto the next step.

19 Try installing a new print driver. Please refer to the How to install a printer driver Guide that can be found on our website and is entitled How to install a print driver Sometimes a bad print driver can cause you to not be able to print. Even if you were printing before. Something may have corrupted the driver somehow. Many times reloading new driver can fix this problem. If you still can t print, move to the next step.

20 This is the wrong house Another thing that can prevent printing is an IP Address conflict. What dose an IP Address do? It basically acts as the house number for the computer, printer, cell phone, tablet PC, etc on the network. When two devices have the same IP Address, it s a lot like two people claiming to have the same seat. When data is sent from a computer to the printer, it may instead send it elsewhere since there is another device with the same number. Similar to how a mail carrier might deliver a package to the wrong house by mistake. The following slides will show you how to find out if there is an IP address conflict. First you will need to know the Copiers IP address. If you do not know the copiers IP Address, please refer to the guide titled How to find the IP Address

21 Once you know your copiers IP Address, disconnect it from the network by removing the network cable as shown on the top left. Next, back at your computer, open the Start Menu and type cmd in the search box. You should see cmd under Programs when the results display. Click on cmd and you will see a window pop up.

22 You should see a black box open up that looks like a really old computer like seen in example above.

23 We are going to send a test signal to the copier s IP Address. Type in the word ping then the copier s IP Address, then push the ENTER key. In my example, it is ping When you see the results display