Terms you’ll need to understand:

• Missing print

• Knowledge base

• Missing Beam errors

• Faint print

• Black pages

• White lines

• Smudged print

• Printer Not Ready

• Remanufactured toner cartridges

• Paper trays

• Paper jam error

• Ribbon cartridge

• Print spooler

• Windows Troubleshooters

• TWAIN drivers

Exam objectives you’ll learn in this chapter:

Essentials 4.3—Identify tools, basic diagnostic procedures, and troubleshooting techniques for printers and scanners.

• Gather information about printer/scanner problems.

  • Identify symptom.

  • Review device error codes, computer error messages, and history (for example, event log, user reports).

  • Print or scan test page.

  • Use appropriate generic or vendor-specific diagnostic tools, including web-based utilities.

• Review and analyze collected data.

  • Establish probable causes.

  • Review service documentation.

  • Review knowledge base and define and isolate the problem (for example, software vs. hardware, driver, connectivity, printer).

• Identify solutions to identified printer/scanner problems.

  • Define specific cause and apply fix.

  • Replace consumables as needed.

  • Verify functionality and get user acceptance of problem fix.

Remote Support Technician 3.3—Identify tools, diagnostic procedures, and troubleshooting techniques for printers and scanners.

• Gather information required to troubleshoot printer/scanner problems.

• Troubleshoot a print failure (for example, lack of paper, clear queue, restart print spooler, recycle power on printer, inspect for jams, check for visual indicators).

Depot Technician 3.3/IT Technician 4.3—Identify tools and diagnostic procedures for troubleshooting printers and scanners.

• Gather information about printer/scanner problems.

• Review and analyze collected data about printer/scanner problems.

• Isolate and resolve identified printer/scanner problem, including defining the cause, applying the fix, and verifying functionality.

• Identify appropriate tools used for troubleshooting and repairing printer/scanner problems.

  • Multimeter

  • Screwdrivers

  • Cleaning solutions

  • Extension magnet

  • Test patterns

Depot Technician 3.4/IT Technician 4.4—Perform preventative maintenance of printers and scanners.

• Perform scheduled maintenance according to vendor guidelines (for example, install maintenance kits, reset page counts).

• Ensure a suitable environment.

• Use recommended supplies.