Printer Troubleshooting

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gwtiltman
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Joined: Thu Dec 26, 2013 12:02 pm
Location: Northwold, Gauteng

Printer Troubleshooting

Post by gwtiltman » Thu Dec 26, 2013 4:42 pm

Printer Problem
  1. Power

    Ensure the Power light is on and is not flashing red.


    If the power is not on

    a. Ensure the power adapter is plugged in the back of the printer
    b. Ensure that kettle plug is plugged into the power pack.
    c. Ensure that the plug is plugged into the wall socket and there is power

    If these steps are followed and there is still no power to the printer a technician should be dispatched.
  2. Paper

    Ensure that there is sufficient paper and that there is no paper jams to verify this ask the client to take out the paper and reload it.

    If these steps are followed and paper cannot be loaded into the printer a technician should be dispatched.
  3. Test Print

    Perform a test print by

    a. Turning off the printer
    b. Holding in the feed button
    c. Turn on the printer still holding the feed button
    d. Once printed press the feed button again.

    If these steps are followed and the test print doesn’t print a technician should be dispatched.
  4. Communication

    a. Make sure the Com Cable is plugged into the back of the printer
    b. Make sure the cable is plugged into the dropbox.
    c. Check the back of the Computer to ensure that it is plugged in correctly

    If these cables appear to be damaged a technician should be dispatched.
  5. Determining the Workstation

    a. Check the plu file for an item that supposed to print to that printer (eg. K1)
    b. Open Pilot Pos -> Manager Menu -> Setup -> Reports
    c. Look for the printer destination is the list
    d. The First 2 digits will be the Pos Number eg. #01COM3 (FS1) is POS1 and the Last digits will be the com port (take note of this number for further testing)
    e. Go to the pos number listed as above, this will be visible in the bottom left hand corner of Pilot POS e.g. FS1\POS1
  6. Starting/Restarting the Print server

    a. Exit out of Pilot Shell and Start it again (DBASE)
    b. Exit the Print server and Start it again (Pilot SQL)
    c. Open the Print Server And click Stop and then start (Pilot SQL)
    d. Click on Printers in Shell and click Stop and then Start (Pilot DBASE)
  7. Clearing the Print Jobs

    a. Dbase delete the all the RD folders in C:\till\data on the Server
    b. SQL open the Printer Server -> Logon -> Clear
  8. Testing the Com port

    a. Exit out of Pilot Shell (DBASE) or Stop the Print Server (Pilot SQL).
    b. Go to printers and devices and remove any Generic text printers
    c. Open Command prompt and type echo com1 > com1, repeat this process for COM2-4
    d. Check the printers for any printouts.
    If nothing printed either the printer routings were changed or there could be faulty wiring or a blown com port, a technician should be dispatched.

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