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quick_guide:printer_problems [2015/05/13 14:15] gcooper |
quick_guide:printer_problems [2017/01/09 10:23] (current) gcooper |
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- | ====== | + | ====== |
- | Frequently, we get support requests such as "I can't print" | + | ===== How We Publish Printers ===== |
+ | |||
+ | On our hosted desktop platform: | ||
+ | |||
+ | * We publish and install shared printers via Group Policy Preferences | ||
+ | * We also set the default printer via GPP | ||
+ | * We use Active Directory user groups to specify | ||
+ | * What printers are published to whom | ||
+ | * What printer is assigned as the default printer | ||
+ | |||
+ | Here are a couple of suggestions for users of our hosted desktop platform to try before submitting a support request. | ||
+ | |||
+ | :!: If you would prefer a different printer to be your default printer, please send an e-mail message to support@sonoracomm.com telling us which printer you want as your default. | ||
+ | |||
+ | ===== First Thing to Try ===== | ||
+ | |||
+ | <note warning> | ||
+ | |||
+ | Since we publish shared printers via GPP, **the simple act of logging out, then logging back in will fix most printer problems**. | ||
+ | |||
+ | On our hosted desktop platform with PC or ThinPC workstations: | ||
+ | |||
+ | - Sign out of the remote desktop | ||
+ | - Sign out of the local PC or ThinPC workstation | ||
+ | - Sign back into the local PC or ThinPC workstation | ||
+ | - Sign back into the remote desktop | ||
+ | - Test printing | ||
+ | |||
+ | ===== Can't Print from Any App ===== | ||
+ | |||
+ | :!: This script will **sign you out**, so **save any open documents first**! | ||
+ | |||
+ | :!: Depending on where you are having the printing problem, you may need to run this script in the remote desktop session and/or on the local workstation. | ||
+ | |||
+ | If the above did not work and you still can't print, try completely resetting your printers by running this small script: | ||
+ | |||
+ | < | ||
+ | F: | ||
+ | </ | ||
+ | |||
+ | When you log back in, GPP will reinstall all your printers and reset your default printer. | ||
+ | |||
+ | {{ : | ||
+ | |||
+ | ===== Printer is Missing ===== | ||
+ | |||
+ | Reset the printers as in the previous section. | ||
+ | |||
+ | ===== If You Need Further Help ===== | ||
+ | |||
+ | Frequently, we get support requests such as "I can't print" | ||
* Printers on local PC workstations are not the same as printers in published desktops | * Printers on local PC workstations are not the same as printers in published desktops | ||
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* Installing printers as an admin does not automatically make the printers available to any other users | * Installing printers as an admin does not automatically make the printers available to any other users | ||
* Printers must be added for each user that wants to print to the desired network printer device | * Printers must be added for each user that wants to print to the desired network printer device | ||
- | * Multiple users of a PC multiplies the number of printers that need to be added | + | * Multiple users of a PC multiplies the number of 'printers' |
* The printing subsystem in modern Windows is surprisingly complicated and not trivial to troubleshoot | * The printing subsystem in modern Windows is surprisingly complicated and not trivial to troubleshoot | ||
* The ' | * The ' | ||
- | ===== What We Need to Troubleshoot Printer Problems | + | ==== What We Need to Troubleshoot Printer Problems ==== |
- | For us to effectively troubleshoot networked printer issues, we need the answers to the following questions | + | For us to effectively troubleshoot networked printer issues, we need the answers to the following questions: |
- | - What specifically is the problem? | + | - **What specifically is the problem?** |
- | * Print does not come out | + | * Print job does not come out |
* Wrong default printer | * Wrong default printer | ||
* Extra pages | * Extra pages | ||
* Garbage text | * Garbage text | ||
* etc. | * etc. | ||
- | - What PC were you on when the problem occurred? | + | - **Which |
- | - Who was logged in when the problem occurred? | + | - **Who was logged in** when the problem occurred? |
- | - Is the problem while printing from the local PC or a published desktop? | + | - Does the problem |
- | - Which printer specifically are you having the problem with? | + | - **Which printer** specifically are you having the problem with? |
- | - When can we trouble shoot this issue? | + | - **When can we trouble shoot this issue**? |
* It **will** be disruptive to anyone using the PC | * It **will** be disruptive to anyone using the PC | ||
* It will also be disruptive for the logged in user's published desktop session | * It will also be disruptive for the logged in user's published desktop session | ||
+ | |||
+ | Please request support via e-mail, if possible, by sending a message to support@sonoracomm.com. | ||
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