Print Server Troubleshooting Guide

After receiving an alert notification of “Unable to Process Online Order – Print Server is Down” or a customer calls stating Samsung tablets are failing to print please follow the following steps:

1. Request a Connection to the print server and the other hardware at the community
1. SUCCESSFUL CONNECTION
1. Check Print Queue to Confirm Print Requests Started Succeeding OR Continue to Fail
1. SUCCESSFUL PRINT JOB
1. Send Communication to Community of Failed Order Number
2. FAILED PRINT JOB
1. Are Orders Still Failing? If new order Failed Move to next step.
1. Login to Online Ordering as a Test User and try sending a test Ticket
2. Ask community to send a test order
3. Since getting a connection have more orders failed?
2. Make a Redmine task and assign to systems with a high priority to look at why device stopped sending and receiving print jobs
3. Proceed with contacting community after Systems gives the okay

i.Ask for picture of device and note location

2. CONNECTION FAILED

i.Can you SSH into the last IP of the Print Server from a different Device?

1.                      SUCCESSFUL SSH INTO PRINT SERVER

a.                      Make a Redmine task and assign to systems with a high priority to look at why device stopped sending and receiving print jobs

b.                      Proceed with contacting community after Systems gives the okay

i.Ask for picture of device and note location

2.                      CAN NOT SSH INTO PRINT SERVER

a.                      Check for Possible IP Address Conflict

i.Follow Procedure on KB (https://kb.fullcount.net/howto/identify-ip-address-conflicts)

ii.If last known IP or static IP is assigned to a MAC Address that is not the Print Server then it could be an IP Address Conflict.

b.                      Contact Community and have them check the device for power and link lights OR communicate IP Conflict if one is found. Ask for picture of device and note location.

i.NO POWER

1.                      Have the community Power on the device.

2.                      Make sure there are link lights while powering up. Move to next step for no link lights.

3.                      Once Device has booted Try Print Job

1. Successful Print Job
1. Community Should be Good to Go
2. Make Note of Last Successful Order and First Failed Order
2. Failed Print Job
1. Restart again with Power Button on the back
2. If Printing continues to fail, wait for direction from Systems

ii.POWER NO LINK LIGHTS

1.                      Have the community check the network cable and network port.

2.                      Once Connection has been reestablished and device has been Rebooted - Try Print Job.

1. Successful Print Job
1. Community Should be Good to Go
2. Make Note of Last Successful Order and First Failed Order
2. Failed Print Job
1. Restart again with Power Button on the back
2. If Printing continues to fail, wait for direction from Systems

iii.POWER AND LINK LIGHTS

1.                      Make a Redmine task and assign to systems with a high priority to look at why device stopped sending and receiving print jobs

2.                      Proceed with contacting community after Systems gives the okay

1. Ask for picture of device and note location
2. Have community restart the device

3.                      Once Device Boots Try Print Job

1. Successful Print Job
1. Community Should be Good to Go
2. Make Note of Last Successful Order and First Failed Order
2. Failed Print Job
1. Restart again with Power Button on the back
2. If Printing continues to fail, wait for direction from Systems

BEST PRACTICES

1. Restarting Print Server: Use the small power button on the back to power off, wait for the blue light to disappear, then power the device back on using the button.

2. When moving or placing a new print server make sure network cable is plugged into LAN port before powering on the device. This ensures the device boots correctly the first time.