Troubleshoot Network Printers

This article provides troubleshooting steps for network printers. Any questions should be directed to the Field Support Team Leads or Desktop Engineering staff.

See KB Article #140985 - Installing Network Printers for information on setting up a network printer.
See KB Article #141011 - Moving Network Printers for information on moving a network printer.

Troubleshoot a networked printer

Follow these steps to verify that the printer is getting the appropriate DHCP-reserved IP address:

1. Print a configuration page from the printer.
2. Confirm that the IP Configuration Method is set to DHCP.
3. Make sure that the printer is receiving a valid IP address, something in the 10.xxx.41.xxx range.
   Note: see KB #140674 for information on IP Addressing on the TU Network.
4. If it is not receiving an IP address (the IP may is listed as 0.0.0.0 or 169.xxx.xxx.xxx), there is either a problem with the network card in the printer, the Ethernet cable is bad, or there is a problem with the network port.
   1. Check the network port by plugging a laptop into the network port that the printer was plugged into.
      1. If you receive an IP address, the problem is most likely with the printer's network card. It will need to be serviced or replaced.
      2. If you don't receive an IP address, replace the Ethernet cable with a new one and try again.
      3. If you still don't receive an IP address, create a TechHelp request for the Operations queue to pass on to Network Infrastructure. Include the following information:
         • Location of the network port.
         • Any name, number, etc., listed on the port.
         • If the laptop's network port had a link light and what color it was.
         • Any additional troubleshooting performed.
   2. If it is receiving an IP address, check the printer settings on PrinterLogic to verify that it is getting the IP address configured for the queue.
      1. Get the IP information for the print settings from PrinterLogic:
         Note: for more information about the Print Management Console, see KB Article #140985 - Installing Network Printers.
         1. Browse to https://print.towson.edu/admin/ and sign in.
         2. Expand Towson University and then the building where the printer resides.
         3. Select the printer and then the port tab.
      2. Compare the IP address to the one that the printer is receiving. If the addresses are different, the printer either is not getting its DHCP reserved IP address or the address in the print queue is incorrect.
         1. Assign the ticket to Operations for the engineer on duty. Make notes with the troubleshooting you've performed, that the addresses are different, and that we need to verify the DHCP reservation.
      3. If the IP addresses are the same, then IP addressing is not the issue.
5. For additional information, use the Network Printer Tool's check printer function.