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Accessing Resources on a Network : Identifying and Resolving Network Printer Issues

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6/4/2011 6:56:15 PM
It's rare to have a single printer for every user; rather, printers are shared on the network. When the printer fails, you'll need to be able to identify the source of the problem to allow all of the users to begin printing again. Network printer problems can be categorized as one of the following:
  • Printer issues

  • Server issues

  • Network issues

First of all, it's important to realize that printers can be shared from computers or servers, placed directly on the network and managed by a print server, or placed directly on the network and not managed by a print server. However the printer is available, though, it's still referred to as a network printer. Consider Figure 1, which includes four printers configured differently.

Figure 1. Printers on a network

Printer 1 is named LaserJet1 and is connected directly to a print server. This could be via a USB port or some other type of connection. Users will send print jobs to Printer 1 via PS1, and the UNC path is \\PS1\LaserJet1.

The print server can also be configured to share printers on the network. Printer 2 is connected to the network using a NIC with an IP address. If PS1 were configured as the print server for this printer, the UNC path would be \\PS1\LaserJet2.

Printer 3 is connected to the network using a NIC with an IP address just like Printer 2. However, Printer 3 is not managed by the print server. If users need to connect to Printer 3, they need to know the IP address of the printer and configure it using the IP address. This printer doesn't enjoy any of the benefits of print servers.

Finally, Printer 4 is connected directly to the Windows 7 computer (named Win7) and shared from this computer. For the user on this computer, it's a local printer. However, if the printer is shared on the Windows 7 system, other users can send print jobs to Printer 4 via Win7, and the UNC path is \\Win7\LaserJet4.

One of the benefits of using print servers is that print drivers need to be managed only on the server. The correct driver is first placed on the server. When the printer is first added to the end user's computer, the correct driver is automatically downloaded. The driver can be changed or upgraded on the server, and it will automatically be downloaded to the client the next time the client connects.

NOTE

The use of print servers becomes a choice between cost and convenience for some companies. If print servers are used, it is very convenient for the users and administrators. However, a print server adds to the load and management requirements for the server and can directly result in increased costs.

1. Printer Issues

If a user can't print to a printer, it's worth taking the time to ensure the printer is working properly. Most printers have power-on self-tests that can diagnose most problems. Just looking at the printer may indicate the problem.

Common problems with printers that can result in a user's request for help are these:

  • Printer not turned on

  • Printer not online

  • Printer out of paper

Yes, these are simple problems, but it pays off to check the simple things first. It's embarrassing enough for a user to learn the problem was that the printer wasn't turned on. It would be even more so for a seasoned tech to spend an hour troubleshooting only to learn that the problem was the power switch.

Once you've eliminated the simple problems, you can do another simple check to determine whether the problem is with the printer or somewhere else, such as another user's system. Print to it from another system. If you succeed, there's no need to troubleshoot the printer anymore. The problem lies elsewhere. If it fails, the problem may be with the printer.

1.1. Hardware Failure

One of the simplest checks for a printer is to print a test page. You can do this by clicking the Print Test Page button from the General tab of the Printer Properties page, as shown in Figure 2.

Figure 2. Printing a test page from the Printer Properties

Most printer devices can also print test pages if you manipulate the menu of the printer or hold down specific keys when the printer is powered on. The process is different for different printers, and the printer manual will explain how it's done for your printer.

If the test page works, the printing hardware of the printer is good. If you can print a test page using the local console but you can't print a test page by clicking the Print Test Page button in the Printer Properties page, the problem is likely a network issue related to connectivity between the printer and computer.

1.2. Driver Issues

When a driver is installed for a printer, it will often do some checks and inform you if the driver is incompatible. However, it is still possible to install an incompatible driver for a printer.

The most common symptom of an incompatible driver is garbled output. You can also get garbled output from a loose connection to the printer, so you should check the connection first. However, if the connection is good and the output is garbled, you should update the driver.

You can change the driver from the Advanced tab of the printer properties. Click the New Driver button, and follow the wizard.

2. Network Issues

Network issues affect the ability of clients to connect to network or shared printers. Basic network troubleshooting comes into play here to troubleshoot network issues.

If it's a networked printer, check to see if you can ping the IP address of the printer. If this is unsuccessful, check to ensure that the networked printer has the same TCP/IP configuration. Many printers allow you to print the current configuration using a console menu. If it's been changed, identify the reason why it was changed, and then either change the printer or alter the client's configuration to use the printer's new IP address.

If the printer is shared from a print server, you'll need to check connectivity from the client to the print server and then check connectivity from the server to the printer. Again, you should follow basic network troubleshooting steps for each of the paths.

3. Server Issues

If the server has a problem, you should be able to narrow down the source by doing the following big-picture checks:

  • Ensure the server is up and online.

  • Ensure the server has connectivity on the network.

  • Ensure the printer is configured correctly on the server.

  • Ensure the server has connectivity with the printer.

Once you resolve the issues in these areas, the server should work successfully as a print server.

Other -----------------
- Accessing Resources on a Network : Understanding Permissions (part 2)
- Accessing Resources on a Network : Understanding Permissions (part 1) - SIDs, DACLs & NTFS
- Accessing Network Resources (part 3) - Installing and Sharing Printers on Windows 7 & Connecting to a Shared Printer
- Accessing Network Resources (part 2) - Working with Printers on Windows 7
- Accessing Network Resources (part 1) - Pointing to Network Resources & Creating Shares on Windows 7
- Networking with Windows 7 : Troubleshooting Network Connectivity Problems
- Networking with Windows 7 : Using the Network and Sharing Center
- Networking with Windows 7 : Resolving Names to IP Addresses
- Understanding Network Connectivity in an Enterprise (part 4) - Configuring a Network Interface Card & Using Proxy Servers
- Understanding Network Connectivity in an Enterprise (part 3) - Understanding the IP Addresses
 
 
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