Tag Archives: Printer

Konica / Ricoh printers don’t print and produce no errors – KB10391460

KB10391460

Description:  Client has a Konica or Ricoh printer that acts as if it prints fine but nothing ever prints out.

Common customer description:

Printer doesn’t print.
Installed a new printer and it doesn’t print.

Probing questions:

Did it print before?
When did it stop printing?
If just installed did the printer work after installation?

Steps to isolate:

One of the most common problems is after the completed installation the print job seems to work but nothing ever prints. This is usually because there is an authentication code that is needed but was never entered. With Ricoh and Konica there are multiple locations that the authentication code can be entered. Best practice is to examine a working computer and see where the auth code is entered.  Most users will know their auth code but if they don’t you normally can still find it in the web interface. And of course, Ricoh and Konica have a few places where that information is stored. You will need to dig around looking for an Address Book of some sort. The codes are normally 4 digits but can be as many as 16. Sometimes, each user has their own auth code and sometimes groups all use the same auth code. It all boils down to how their lease was written but that’s information we almost never need to know.

Steps to resolve:

Open the “Printer Properties” of the printer, click on the “General” tab and click on “Preferences”. This is generally the area where the auto code is placed.  Listed below are exact directions for a Konica Minolta C224e printer.  Please note not all Konica’s follow this exact same procedure.

EXAMPLE:

How to install Konica Minolta C224e printer and be able to print

1: Install the driver from the (location of the installer)
2: Run either “Setup.exe” for 32 bit OS or “Setup64.exe” for 64 bit OS
3: Follow the prompts and it will locate the printer you want
4: Once install is finished go into Devices and Printers
5: Right mouse click on Konica Minolta C224e printer
6: Left mouse click on “Printer Properties”
7: Left mouse click on the “Configure Tab”
8: In the Device Option box scroll down to “Account Track” and left mouse click on it
9: Once it is selected the drop down menu below the Device Option box should be set to disable, change that to enable
10: Left mouse click “Apply”
11: Left mouse click on the “General” tab and left mouse click on the “Preferences” button at the bottom
12: A new window will pop open so left mouse click on the “Basic” tab and then left click on “Authentication/Account Track” button on the right side
13: Type in the users 4 digit number in the Password box and click “OK”
14: You will now be back to the Printer Preferences window so just left mouse click “Apply” and “OK”
15: Now you will be back at the Printer Properties window, left mouse click “Print Test Page”

Additional considerations:

The reason behind the authentication code is because the leasing company needs to track how many print jobs are being done.  Most leases have a limited amount of prints allowed and the company leasing the printer will need to pay extra if they go above that amount.  Never turn the tracking or authentication system off, even for testing purposes. Turning it off deletes all the saved data that the leasing company uses.

 

Setup local printer to use through Remote Desktop Connection (RDP) – KB1039900

KB1039900

Description:  Print to local computer through remote desktop session.

Common customer description: I can’t print to my local printer from my Remote Desktop.

Probing questions:

Were you able to print and now it no longer works?
Has anything changed recently?
Did you get a new printer?

Steps to isolate: Make sure the local computer can print to the local printer.

Steps to resolve:

To make a local printer available in a Remote Desktop session:

  1. Click Start, point to All Programs, point to Accessories, point to Communications, and then click Remote Desktop Connection.
  2. Click Options in the Remote Desktop Connection dialog box.
  3. Click the Local Resources tab.
  4. Click Printers in the Local Devices box.
  5. Click Connect.

Additional considerations:

There are some limitations to this feature.  The printer in question must be capable of having its drivers installed remotely.  A lot of store bought “office” printers that are on the low cost scale cannot do this.

Example: HP LaserJet Pro P1102W is a sub $100 printer.  This printer will not install drivers remotely.  The drivers, while installing, will ask to have the printer connected to the computer you are installing the drivers on.  If you are remotely connected to another computer that does not have a physical connection with the printer the drivers will not install.

Sometimes there is a work around to this problem.  If the client is willing to have the printer taken to the remote desktop location, and install the drivers while the printer can obtain a physical connection, some of the lower priced printers will work via RDP connections.  But not all will.

Good way to make sure is, can the drivers be installed remotely and/or is the printer above $400 in price?  If you answer no to either or both it probably cannot perform printing through RDP.

Adding a network printer KB103938

KB103938

Issue: Adding a New Network Printer

Common Description:

“I need a printer added.”

“I am trying to print to a printer but it will not let me.”

Probing Questions: Do you know the name of the printer? Is this printer currently working for others? Are you able to provide the make or model of the printer?

Isolation: Isolation is a matter of determining which printer the client will need added. If the client is unable to provide the name, there are a few alternative methods that can be used. Checking another user’s printers or having the client ask another user in the office which ones are needed is usually the most efficient. Checking a print server is also an option.

Try printing a different document, to determine if it is the doc or the printer at fault.

Once the name or IP address of the printer is determined move on to the resolution.

Resolution:

For Windows 7:

Navigate to Start > Devices and Printers

Click on Add a Printer

Click Add a network, wireless or Bluetooth Printer

At this point the printer may automatically appear. If not, click on “The printer that I want isn’t listed”

At this point you can either add the printer manually by IP address or by share location in the form of computerprinter_name 

For Windows XP:

1. Open Printers and Faxes
2. Under Printer Tasks, click Add a printer to open the Add Printer Wizard, and then click Next.
3. Click A network printer, or a printer attached to another computer, and then click Next.
4. Connect to the desired printer using one of the following three methods. Click a method for instructions.Search for it in Active Directory.

This method is available if you are logged on to a Windows domain running Active Directory.
1. Click Find a printer in the directory, and then click Next.
2. Click the Browse button to the right of Location, click the printer location, and then click OK.
3. Click Find Now.
4. Click the printer you want to connect to, and then click OK.

Type the printer name or browse for it.
1. Click Connect to this printer.
2. Do one of the following:
•Type the printer name using the following format:printserver_nameshare_name
•Browse for it on the network. Click Next, click the printer in Shared printers.
3. Click Next.
Connect to an Internet or intranet printer.

Using a printers URL allows you to connect to a printer across the Internet, provided you have permission to use that printer. If you cannot connect to the printer using the general URL format below, please see your printer’s documentation or contact your network administrator.

1. Click Connect to a printer on the Internet or on your intranet.
2. Type the URL to the printer using the following format:http://printserver_name/Printers/share_name/printer
3. Follow the instructions on the screen to finish connecting to the network printer.

 

Considerations: It is important to ensure that the client is indeed sending jobs to the printer, please ask the client to verify that the document has come out of the device.