Troubleshooting Print Devices Lesson 001: Printer Connectivity Issues Part 2

Print Queue

List of print jobs waiting to be processed by the printer.

What happens in a print queue if it is working properly?

It is cleared out one by one.

What can cause a print queue to freeze?

A print job getting stuck inside of it.

What can cause a frozen print queue?

Corrupted print job, loss of connection, or a software glitch.

What is the first step when troubleshooting a frozen print queue?

Clear the queue manually.

How does a tech clear a print queue?

From the printer settings or the printer properties windows inside the OS.

If clearing the print queue when troubleshooting a frozen print queue doesn’t work, what should be the next step?

Restart the print spooler service.

What is the print spooler service?

A software that manages all print jobs.

How does a tech restart the print spooler service on Windows?

Going to the “Services” window, finding the window, right click and select restart.

Outside of a stuck job, what else could cause a frozen print queue?

Underlying software issue or outdate printer drivers.

What should a tech do if he has already cleared the queue and restarted the print spooler, but the issue of a frozen print queue remains?

Update and reinstall the printer drivers.

Where can a tech find the latest private drivers?

From the manufacturer’s website.

What is the first key step to resolving a frozen print queue?

Clearing the queue.

What is the second step to resolving a frozen print queue?

Restarting the spooler.

What is the third step to resolving a frozen print queue?

Updating or reinstalling the printer drivers.

How can a tech test printer functionality?

Print a test page directly from the printer’s control panel.

What does testing printer functionality do?

Determine whether the problem is the printer or the device trying to use the printer.

What can a tech infer if he successfully prints a test page from the printer itself?

That the issue is the connection between the device and the printer.

What should a tech do if there is a problem with the connection between the printer and the client device?

Double check cables, network settings, and other configuration details.

Power Cycling

Involves turning the printer off, waiting ~10-15 seconds, and then turning it back on.

What should a tech power cycle a printer?

When all other troubleshooting methods have failed.

What does power cycling a printer achieve?

Clears the printer’s memory and allows it to reload it’s settings.

What should a tech do if he has attempted every way to fix printer connectivity issues?

Factory reset the printer to restore it to default settings.