Have the customer provide the name of the printer they are connected to or trying to connect.
Check the print queue on the Print Servers at Tufts (for example, \\tabvmuitprnt\Printers)
- Check the printer status
- Clear any documents from the queue
- Send a test print
Have the customer power cycle the printer.
Remote control the customer's computer and verify if they are connect through the queue or direct.
- Are they connected to the right queue with the proper driver.
- If direct, do they have the right driver and IP mapped. Change to printing to the print server
If escalating the ticket to the service owner of the print server, provide the following information in the ticket:
- Type of system customer is on (Windows, Mac, etc.)
- When was the last time they were able to print to the printer?
- Can others print to it?
- Print queue name
- Issue customer is experiencing
- All steps take at TSC to troubleshoot/resolve issue