Troubleshooting Printer Issues

Modified on Wed, 15 Oct at 12:18 PM

If a member reports they are unable to print, use the following steps to quickly diagnose and resolve the most common issues. The steps differ based on whether the member is using a community printer or their own private printer.

1. Initial Checks (Applies to All Printers)

Before diving into network specifics, confirm the basics:

Check the Printer Status:
- Is it Powered On? Verify the printer has power and is not in sleep mode.
- Check for Errors: Look for any error lights, low toner/ink warnings, or "paper jam" messages on the printer display.
Verify Member's Connection:
- Ensure the member's device is connected to the correct network (e.g., "Members" or "Corporate," not the "Guest" network).
Member Device Reboot: Have the member reboot their device completely. This often clears local connection errors.

2. Troubleshooting Private Printers

If the member is trying to print to their own private printer, the issue is typically related to device registration and network isolation.

Action	Why This is Necessary
Check Printer Status: Is the printer powered on and showing no errors?	Many private printers go into deep sleep or lose Wi-Fi credentials.
Confirm MAC Registration: Verify the printer's MAC address has been successfully added to the user's profile in the Admin Dashboard.	The printer must be registered to the specific user profile to function on the network.
Request Reboot: Ask the member to reboot the printer and their printing device.	This clears any cached network settings and forces a reconnection.

3. Troubleshooting Community Printers

If the member is trying to print to a shared, community printer, the issue is often related to the printer's network configuration.

Action	Why This is Necessary
Check Printer Status: Is the printer online and displaying "Ready"?	Confirm the printer itself is operational before investigating the network.
Print Network Settings: Ask staff to print the printer’s internal Network Configuration Page (usually accessible via the printer’s settings menu).	This provides crucial diagnostic information like its current IP address and Gateway.
Share Printer MAC: Provide the MAC address of the community printer.	We need the MAC address to locate the device on the dashboard and ensure it is registered to the correct network segment (VLAN).