JnJ Hardware Training Module 5:Printer Troubleshooting

Adam Huber, Subject Matter Expert – J&J Global Operations

J&J New Hire Training

Updated: January 2006

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Printer Troubleshooting – Overview

» Printers and New Hire Orders

» Common Printer Troubleshooting Scenarios

Common Error Messages

Damaged Printers and Creating Orders

» Printer Requests

» Lost/Stolen Printers

» Termination Returns

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Printers and New Hire Orders

» All Field Sales employees will be provided with a multi-function printer except for ROC’s. ROC’s must use the network printers in the regional office.

» Drill down on any contact from and look for an AR with the categorization Managed Services Request->User Changes->New User.

Check the new hire order to see what model printer was sent.

You can also check what printer a customer has by checking the Contact Assetts view in Horizon.

Click here for a link to the new hire equipment list. Here you can check what model printer is sent based on the customer’s job title (JOM only):

− http://c3injsw1/attachments/JOM%20New%20Hire%20%20Termination%20Equipment%20Order%20Template%20(rev%2003-09-05).xls?

» As you can see, JOM reps will generally be shipped a 6110 printer, while managers will receive the 7110 printer.

Common Printer Troubleshooting Scenarios

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Common Errors:Missing Printer Icon After Installation

» One of the most common problems that may occur during Officejet installation is that the printer icon does not appear in the Printers folder after running the installation.

This usually happens if the customer connects the printer cable and powers on the printer before installing the drivers.

Follow the steps in the link below to force re-installation of the device drivers using Device Manager (not in Serviceware):

− Hardware->Configuration->Printer

If these steps do not work, follow the steps in the appropriate KO to uninstall and re-install the drivers from the beginning.

Dude, where’s my printer?

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Common Errors:An error was found when printing the document.

» One of the most common errors that occurs post-installation is:

An error was found when printing the document to DOT4_001. The device is not connected.

» There are 2 primary causes of this error:

There is a problem with the physical connection between the printer and laptop (ie – bad cable, USB port, USB hub, etc.)

There is a problem with the installed drivers.

» You should always eliminate the possibility of a physical connection problem before re-installing any drivers. Otherwise you may waste up to 30 minutes installing drivers only to find a cable or USB hub is faulty.

Use the steps in the link below to rule out a physical connection problem and re-install the printer using Device Manager (Not in Serviceware):

− Hardware->Configuration->Printer

If these steps do not work and you have ruled out the possibility of a physical connection problem, follow the steps in the appropriate KO to uninstall and re-install the drivers from the beginning.

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Common Errors:Printer Not Responding

» When print jobs are initiated they are stored in a print job list, also called a print queue.

» If the printer does not complete the print job, due to a pause (the printer being off-line, or a failed print spooler), the print job will build up in the print queue causing it to become backed up.

» Follow the steps below to clear out the print queue (not in Serviceware):

Hardware->Configuration->Printer

» If these steps fail, consult a Level 2, Team Lead, or SME.

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Common Errors:Paper Jams and Carriage Jams

» Paper jams can be real or false. The unit might report a paper jam even when there is not any jammed paper. The solution to a real paper jam or a false paper jam is the same.

» Use the KO linked below for tips on how to clear paper jams and avoid causing them in the future (not in Serviceware):

Hardware->Damaged-Malfunctioned->Printer

» The error "Clear carriage jam and press ENTER to continue" displays on the HP Office jet. The carriage assembly, which holds the ink cartridges, stalls against the left side of the printer. A paper jam may have occurred previously.

» Use the KO linked below for tips on how to clear carriage jams (not in Serviceware):

Hardware->Damaged-Malfunctioned->Printer

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Common Errors:Ink Cartridges and Printheads

» If you are experiencing problems with the ink cartridges on your Officejet printer, use the following KO (not in Serviceware):

http://c3injprtl.ntpdc.c3icare.com/jnj/goc/Knowledge%20Objects/Printers/Ink%20Cartridge%20Errors.doc

» If you are using a 7110 or D135 with replaceable printheads, use the KO below (not in Serviceware):

http://c3injprtl.ntpdc.c3icare.com/jnj/goc/Knowledge%20Objects/Printers/All%20OC's%20-%20Ink%20Cartridges%20and%20Print%20Heads.doc

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Printers – Creating Repair Orders

» If you determine that a printer needs to be replaced, use the following LoV’s. The KO’s are linked below for your reference :

Hardware->Damaged-Malfunctioned->Printer (JOM)

Hardware->Damaged-Malfunctioned->Printer (Centocor)

Hardware->Damaged-Malfunctioned->Multi-Function Printer (OBI)

Hardware->Damaged-Malfunctioned->Printer (ON)

Hardware->Damaged-Malfunctioned->Printer (Aveeno)

» Printers should be tracked in Horizon by serial number.

When creating an order for a printer, you can find the serial number on the Contacts screen, Contact Assets view.

The type of order and shipping method will vary depending on the OC. Check Serviceware for the latest policies.

» Requests for an upgraded model printer must be escalated to Home Office using the procedure in Serviceware.

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Printers – OBI Printer Repairs

» The printer support process for OBI is different than that of any other OC.

» If the customer has a printer which needs to be replaced and does not have an Officejet 4215:

He may keep the printer or send it back to C3i (do not create an order) for disposal.

Create a Send Item order for an Officejet 4215 printer.

» If the customer has a malfunctioning Officejet 4215 or Laserjet 1012 printer:

Troubleshoot as normal. If it is determined that the printer needs repair, or if you are making no progress after 15 minutes, you must conference the call with HP.

Remain on the phone until the issue is resolved. Log the details of what the HP tech says and has the customer do in the AR. Also mention to whom you spoke.

If repair/replacement is necessary, the HP tech will create an order to advance send the customer a replacement. The printer will be shipped overnight service so the rep will get it the following day (Note: if it is after 2:00p, the printer will ship the next day).

If the issue is not resolved by HP or they have to create an order, keep the AR Pending and follow up with the customer to make sure he gets the new printer.

If HP denies support, please notify a supervisor so the supervisor can escalate to Account Management.

Never create repair orders for any OBI printers!

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Printer Requests

» All field users receive printers with their new hire kits with the exception of ROC’s and JOM RBD’s.

If an ROC calls to request a printer, advise her that HO does not provide printers for ROC’s, and she must use the network printer.

If a JOM RBD calls to request a printer, escalate the request using the procedure outlined in the KO:

− Hardware->Request->Laptop and Accessories (JOM)

» If a customer calls to request a printer who is not an RBD, check to see if the customer has been sent a printer by checking the Contact Assets view in Horizon.

If the customer has never received a printer, create a Send Item order.

If the customer’s printer is lost/stolen, use the LoV Hardware->Lost/Stolen->Printer.

If the customer is requesting an additional printer, advise him that the Home Office only allows one printer per person.

− Exception: OBI allows all field users to have both the HP 4215 and the HP 1012.

» Upgrade Requests

If a customer is requesting an upgraded printer, use the format provided in the KO linked below:

Hardware->Damaged-Malfunctioned->Printer

− Note: This is a JOM KO. Centocor, OBI, ON, and Aveeno only issue one model printer to all field users, so upgrade is not possible.

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Lost/Stolen Printers

» If a customer calls to report a printer is lost or stolen, use the KO’s linked below:

Hardware->Lost/Stolen->Laptop and Accessories (JOM)

Hardware->Lost/Stolen->Laptop and Accessories (Centocor)

Hardware->Lost/Stolen->Laptop and Accessories (OBI)

Hardware->Lost/Stolen->Laptop and Accessories (ON)

Hardware->Lost/Stolen->Laptop and Accessories (Aveeno)

» Note that it is NOT necessary to file a police report for a stolen printer.

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Printers – Termination Returns

» When a JnJ employee leaves the company, all equipment MUST be returned to C3i.

Sometimes a DM will ask to keep the printer from a terminated rep and give it to the new rep who is taking his place.

As per Home Office the DM is NOT allowed to keep the printer. The printer must be returned to C3i, and the new rep will be issued a refurbished printer.

» Check the link below for the proper line items to include in a termination order for a printer:

Hardware->Complete System->Termination (JOM)

Hardware->Complete System->Termination (Centocor)

Hardware->Complete System->Return to Inventory (OBI)

Hardware->Complete System->Termination (ON)

Hardware->Complete System->Termination (Aveeno)

» Click here for a link to the Termination Knowledge Object:

Hardware->Complete System->Termination (JOM)

Hardware->Complete System->Termination (Centocor)

Hardware->Complete System->Return to Inventory (OBI)

Hardware->Complete System->Termination (ON)

Hardware->Complete System->Termination (Aveeno)

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Orders for Unsupported Printers

» Currently the only printers supported by C3i hardware are:

Officejet G85xi

Officejet D135

Officejet D145

Officejet 4215

Officejet 6110

Officejet 6210

Officejet 7110

Laserjet 1012

» No order should be created for any model printer not listed above.

This includes Termination Returns and Return to Inventory orders.

If a rep has another printer that is not listed above, it should not be returned to C3i. It may belong to the Home Office or another 3rd party vendor. The rep may have to contact the person who provided the printer for specifics on if/when/how to return the printer.

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Printer Troubleshooting – Any Questions?