Adding, Removing, and Troubleshooting Copiers and Printers

 

Copiers and Printers are one of the big 3 IT services provided in modern offices. At DPC, we have a split support model for Copiers and Printers. Most of the Copiers and Printers are supported by Dex and the other two copiers are supported by Toshiba. IT is responsible for changing the toner, installation and basic troubleshooting for Copiers and Printers. Copiers utilize Colleague badges to release print jobs. Lastly, we utilize two pieces of software, PaperCut and Windows Print Server to manage Copiers and Printers respectively.

Step 1: Types, Locations, and Support Vendor

  • Copiers:
    1. TOSHIBA e-STUDIO5525AC.
      • 3rd FL Main Office area aka Bull Pen
      • 3rd FL North Office
      • Named FindMe_BW and FindMe_Color
      • Supported by Toshiba

 

  1. Canon iR-ADV C3530
    • 2nd FL Education Admin Area
    • 1st FL Loading Dock
    • Named Canon_FindME_BW and Canon_FindMe_Color
    • Supported by DEX

 

  • Printers:
    1. HP Color LaserJet Pro M452dw
      • CEO Kathy Ramsberger
      • 3rd FL Executive Admin Desk
      • Supported by DEX
    2. HP Color LaserJet CP2025
      • 3rd FL, EVP Spencer Tong’s office.
      • Supported by DEX
    3. Samsung M288x
      • 3rd FL, CFO Cecilia Kelly’s office
      • Supported by DPC
    4. Samsung M288x
      • 3rd FL, Controller Sam Labban’s office
      • Supported by DPC
    5. HP LaserJet Pro M404dn
      • 3rd FL Finance Office
      • At Lorraine Rivera’s desk for check printing.
      • Supported by DEX
    6. HP LaserJet Pro Color M451dn
      • 3rd FL Housekeeping Office
      • Supported by DEX
    7. HP LaserJet 500 Color M551
      • 2nd FL, VP Rubie Hernandez-Gano’s office.
      • Supported by DEX
    8. HP Color LaserJet CP2025
      • 2nd FL People & Culture Office
      • Supported by DEX
    9. HP Laser Jet Pro M402dne
      • 2nd FL Box Office Managers
      • Supported by DEX
    10. HP LaserJet Pro Color M451dn
      • 1st FL Security Stage Door
      • Supported by DEX
    11. HP Laser Jet P4015x
      • 1st FL Don Teer’s Office
      • Supported by DEX
    12. HP Color LaserJet CP2025
      • 1st FL Box Office
      • Supported by DEX
    13. HP LaserJet Pro M404dn
      • 1st FL Concierge Desk
      • Supported by DEX

 

Step 2: Adding Copiers and Printers

  • Copiers are managed and deployed by PaperCut.
    1. PaperCut is deployed to all computers via Intune and Mosyle tools.
    2. FindMe_BW and FindMe_Color are installed by default to all Colleagues.
    3. Open the PaperCut app (Green Printer icon) from the bottom taskbar in Windows or the top taskbar for Apple.
      • Select “View my printers”
      • Switch to “Add Printers” on the left panel.
      • Select “Install” to add copiers.
      • IF needed, use Admin credentials to install the copier.

 

  • Printers are managed by Windows Print Server
    1. For Windows:
      • Open File Explorer
      • Use the navigation bar and enter in \\dpc-wserv
        • Double-click to install the desired printer
        • IF needed, use Admin credentials to install the printer.

 

  1. For Apple:
    • Open System Settings
      • Open Printers and Scanners
      • Select “Add Printer, Scanner or Fax…”
        1. Switch to the IP tab
          • You can pull the IP via the printer’s onboard menu system.
        2. For Address: enter IP address
        3. For Protocol:
          • IF HP, leave as HP JetDirect
          • For others, set to IPP
        4. For Name:
          •  set an appropriate name.
          • i.e. set Kathy’s Printer as CEO Printer
        5. For “Use” leave it set as “Generic PostScript Printer”
        6. Select “Add” when done.

Step 3: Removing Copiers and Printers

  • For Copiers:
    1. Open PaperCut as described in Step 2.
      • Select the trashcan icon to delete.

 

  • For Printers:
    1. For Windows Computers:
      • Open Windows Settings
        • Bluetooth & Devices
          1. Printers & scanners
            • Select the printer you want to uninstall
              • Select “Remove”
    2. For Apple Computers:
      • Open System Settings
        • Open Printers and Scanners
          1. Select Printer to remove
            • Select “Remove Printer…”
              • Select “Remove Printer”

Step 4: Troubleshooting

  • Toner:
    1. IT replaces the toner and waste cartridges for Copiers and Printers.
    2. Toshiba parts are in the 3rd FL IT closet near the main office Toshiba.
    3. Canon and HP parts are found in the 1st FL Hobbit hole on the two racks once you get past the first open area.

 

  • Paper:
    1. Colleagues are expected to refill their own paper.

 

  • Printing issues:
    1. **The computer must be on the DPCM network to send print jobs to Copiers and Printers!** 
      • Double-check the computer isn’t on some other network.
      • If yes, switch the computer back to DPCM.
        • Forget the other networks, if possible, to prevent future issues.

 

  1. Open the “Print Queue” and see if any jobs have errored out.
    • If yes, right-click and delete the errored print job.
    • You could also restart the job

 

  1. Restart the Print Spooler on the computer.
    • Open Services.msc as an Admin
    • Enter Admin credentials
    • Scroll down to “Print Spooler”
    • Right click to open the context menu
      • Select “Restart”
      • IF prompted about other services like PaperCut, select “Yes” to restart at the same time.

 

  1. Restart the Computer.

 

  1. Verify the Copier/printer is powered on.
    • reseat the Ethernet cable or USB cable.

 

  1. Restart the Copier/Printer.

 

  1. Verify the Copier or Printer is Online.
    • Open Command Prompt or Terminal and use “Ping xx.xx.xx.xx” to verify the printer is online.
      • For network copiers you can find the IP via PaperCut.
      • For Printers you can pull the IP via the printer’s onboard menu system.

 

  1. Try uninstalling and reinstalling the Copier/Printer.

 

  1. Verify PaperCut or Windows Print Server is Online.
    • Open Command Prompt or Terminal and use “Ping + (IP or Hostname)” to verify the printer is online.
    • Copiers = Ping dpc-mfp
    • Printers = Ping dpc-wserv
    • Proceed to Step 5 and escalate to Senior IT Analyst or IT Helpdesk Manager.

 

  • Copier Print Release/Badge Login issues:
    1. **Colleagues utilize their badges to release print jobs from the copiers!**
    2. Colleagues usually have their badge associated during New Hire Orientation.
      • If a Colleague gets a new badge, they’ll need to go through the badge association process.
      • Have the Colleague scan their badge at any copier.
        • They’ll be prompted to associate the badge.
        • Have the Colleague enter their computer login and password.
    3. IF you run into further Badge login issues:
      • Navigate to PaperCut
      • Login with Domain Admin credentials
      • Select “Users” on the left panel
      • Use the search bar to find a Colleague profile
        • Select the Colleague Profile
        • Scroll down to the “Other Details” section
        • In the “Card/Identity Numbers” section, delete the “Primary” and “Secondary” badge numbers.
        • Select “Ok” to save.
      • Have the Colleague step through the Badge association process.

 

  • Physical Copier/Printer issues:
    1. Paper Jams
      • Try and clear out the paper jam
      • Try utilizing the compressed air blower to clean out the device further.
      • Proceed to Step 5 and open a Support request with the vendor.

 

  1. Print Quality/Toner Streaks/Faint Print Jobs
    • Try and clean up any excess toner.
    • Try utilizing the compressed air blower to clean out the device further.
    • Try replacing the toner cartridge.
      • Black/Cyan/Magenta/Yellow streaks = replace cartridge
      • Faint printing = replace cartridge
    • Proceed to Step 5 and open a Support request with the vendor.

 

  1. Error messages:
    • If provided, follow any on device instructions to fix the issue.
    • Try restarting the Copier/Printer
    • Proceed to Step 5 and open a Support request with the vendor.

 

Step 5: Escalation

  • To request support or order supplies:
    1. Dex
    2. Toshiba
    3. For both vendors you’ll need either the Equipment ID from the sticker on the Copier/Printer or the serial number to request support/supplies.
    4. Select the appropriate issue/reason from the pull-down menu
      • Provide as many details as possible including but not limited to error messages and other troubleshooting steps attempted.

 

  1. IF you schedule an onsite visit, coordinate with your Senior IT Analyst and or IT Helpdesk Manager.
    • Make sure it’s during Admin Office business hours. Monday-Friday 930AM to 430PM EST.
    • **You’ll also need to escort the Vendor while onsite.**

 

  • IF you need further assistance, escalate to your Senior IT Analyst or IT Helpdesk Manager.

Questions?

 

Author: JW Madonna

Email: j[email protected]

Phone: 407-803-0119 x5005