Have the customer provide the name of the printer they are connected to or trying to connect.
Check the print queue on the server \\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 Technology Services 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