© 2007 Cisco Systems, Inc. All rights reserved. module 14 advanced printers and scanners 14.0 Introduction   This chapter explores the functionality of printers and scanners. You will learn how to maintain, install, and repair these devices in both local and network configurations. The chapter discusses safety hazards, configuration procedures, preventive maintenance, and printer and scanner sharing. After completing this chapter, you will meet these objectives: list of 6 items • Describe potential safety hazards and safety procedures associated with printers and scanners. • Install and configure a local printer and scanner. • Describe how to share a printer and a scanner on a network. • Upgrade and configure printers and scanners. • Describe printer and scanner preventive maintenance techniques. • Troubleshoot printers and scanners. 14.1 Describe potential safety hazards and safety procedures associated with printers and scanners  You must always follow safety procedures when working on any computer. There are also rules that you must follow as you work with printers and scanners. These rules keep you and the equipment safe. The first rule of safety concerns moving large pieces of equipment. Always lift equipment by using the strength in your legs and knees, not your back. Wear appropriate work clothes and shoes. Do not wear loose jewelry or baggy clothes when servicing computer equipment. Printers, scanners, and all-in-one devices that connect to AC outlets can become hot while in use. If you plan to perform any services on equipment, you should turn it off and allow it to cool before beginning any repairs on internal components. Print heads on dot matrix printers may become very hot when in use. The fuser assembly on a laser printer can also become hot. Some printers retain a large amount of voltage even after you disconnect them from a power source. Only qualified technicians should perform advanced repairs on laser printers, particularly if the repair involves the corona wire or transfer roller assembly. These areas can retain high voltage, even after the printer has been turned off. Check the service manuals or contact the manufacturer to be sure that you know where these areas are inside the devices. Printers and scanners can be expensive. If you do not service printers correctly, or install the wrong part, you can damage them beyond repair. these are some Laser Printer Hazards Laser Cover Fuser Assembly High voltage Corona Wire 14.2 Install and configure a local printer and scanner  A local device is one that connects directly to the computer. Before you install a local device, such as a printer or scanner, be sure that you remove all packing material. Take out anything that prevents moving parts from shifting around during shipping. Keep the original packing material in case you need to return the equipment to the manufacturer for warranty repairs. After completing this section, you will meet these objectives: list of 4 items • Connect the device to a local port. • Install and configure the driver and software. • Configure options and default settings. • Verify functionality. Printer and Scanner Installation Connect device (USB, Firewire (IEEE 1384), LPT (IEEE 1284), Serial (RS232), Print Server) Use Windows XP's PnP driver Add software from manufacturer Check for driver updates on the Internet Change default settings Make test print Scan a picture Print the scanned picture  14.2   Install and configure a local printer and scanner       14.2.1   Connect the device to a local port    table end Depending on the manufacturer, local printers may communicate with computers using serial, parallel, USB, FireWire, or SCSI ports and cables. Click the buttons in Figure 1 to review the characteristics of these ports. Wireless technologies, such as Bluetooth and infrared, are also used to connect these devices. To connect a printer, attach the appropriate cable to the communication port on the back of the printer. Connect the other end of the cable to the corresponding port on the back of the computer. After the data cable has been properly connected, attach the power cable to the printer. Connect the other end of the power cable to an available electrical outlet. When you turn on the power to the device, the computer tries to determine the correct device driver to install. TIP: Always check the packaging for cables when you buy a printer or scanner. Many manufacturers keep production costs down by not including a cable with the printer. If you have to buy a cable, be sure that you buy the correct type. Computer Ports Serial Serial data transfer is the movement of single bits of information in a single cycle. A serial connection can be used for dot matrix printers because the printers do not require high-speed data transfer. Parallel SCSI USB FireWire Ethernet  14.2   Install and configure a local printer and scanner       14.2.2   Install and configure the driver and software    table end Printer drivers are software programs that make it possible for computers and printers to communicate with each other. Configuration software provides an interface that enables users to set and change printer options. Every printer model has its own type of driver and software configuration software. When you connect a new printer device to a computer, Windows XP tries to locate and install a default driver by using the Plug and Play (PnP) utility. If Windows cannot find the necessary driver on the computer, it tries to connect to the Internet to find one. Printer manufacturers frequently update drivers to increase the performance of the printer, to add new and improved printer options, and to address general compatibility issues. Printer Driver Installation The process of installing and updating a printer driver usually involves the following five steps: list of 5 items 1. Determine the current version of the installed printer driver. Remember to select a newer version to increase functionality. 2. Search the Internet to locate the most recent version of the driver. 3. Download the driver. Follow the instructions on the website. 4. Install the driver. When activated, most driver installation programs automatically install the new driver. 5. Test the driver. To test the driver, choose Start > Settings > Printers and Faxes. Right-click the printer and choose Properties. Then choose Print Test Page. If the printer does not work, restart the computer and then try again. list end The printed test page should contain text that you can read. If the text is unreadable, the problem could be a bad driver program or that the wrong page description language has been used. Page Description Language (PDL) A page description language (PDL) is a type of code that describes the appearance of a document in a language that a printer can understand. The PDL for a page includes the text, graphics, and formatting information. Software applications use PDLs to send What You See Is What You Get (WYSIWYG) images to the printer. The printer translates the PDL file so that whatever is on the computer screen is what is printed. PDLs speed up the printing process by sending large amounts of data at one time. They also manage the computer fonts. There are three common PDLs: list of 3 items • Printer Command Language (PCL) – Hewlett-Packard developed PCL for communication with early inkjet printers. PCL is now an industry standard for nearly all printer types. • PostScript (PS) – Adobe Systems developed PS to allow fonts or text types to share the same characteristics on the screen as on paper. • Graphics Device Interface (GDI) – GDI is a Windows component to manage how graphical images are transmitted to output devices. GDI works by converting images to a bitmap that uses the computer instead of the printer to transfer the images. PostScript vs PCL PostScript VS PCL Page is rendered by the printer Page is rendered on local workstation Better quality output Faster prints jobs Handles more complex print jobs Requires less printer memory Used on Mac OS Not supported by Mac OS Output is identical on different printers Output varies slightly on different printers  14.2   Install and configure a local printer and scanner       14.2.3   Configure options and default settings    table end Common printer options that can be configured by the user include media control and printer output. The following media control options set the way a printer manages media: list of 4 items • Input paper tray selection • Output path selection • Media size and orientation • Paper weight selection list end The following printer output options manage how the ink or toner goes on the media: list of 2 items • Color management • Print speed list end Some printers have control switches on the printer for users to select options. Other printers use the printer driver options. Two methods of selecting options are the global and per-document methods. Global Method The global method refers to printer options that are set to affect all documents. Each time a document is printed, the global options are used, unless overridden by per-document selections. To change the configuration of a global printer, choose Start > Control Panel > Printers and Faxes and right-click the printer. The following examples show how you can manage printer options. To designate a default printer, choose Start > Control Panel > Printers and Faxes. Right-click the printer, and then choose Set as Default Printer, as shown in Figure 1. NOTE: Depending on the driver installed, Set as Default Printer may not appear on the menu. If this happens, double-click the printer to open the Document Status window, and then choose Printer > Set as Default Printer. To limit printing to only black and white, choose Start > Control Panel > Printer and Faxes. Right-click the printer, and then choose Printing Preferences. Choose the Color tab. Check Print In Grayscale and choose the Black Print Cartridge Only radio button, as shown in Figure 2. Click OK. Per-Document Method Letters, spreadsheets, and digital images are some of the document types that may require special printer settings. You can change the settings for each document sent to the printer by changing the document print settings. To change the printer settings, keep the document open and select File > Page Setup. The default settings are displayed, as shown in Figure 3. You can alter the colors, print quality, paper direction, and margin size for the document that you are printing without changing the default settings. Scanner Calibrations Calibrating a device is one of the first tasks after installing a driver. Use the bundled software that came with the device to perform this procedure. The default settings can be altered later to meet customer requirements. Scanner calibrations can include positioning the sensor and using an IT8 target to adjust the color. An IT8 target is a color calibration chart that you use to create profiles for specific devices. A scanner analyzes the target for comparison, while a printer reproduces the target for comparison. To ensure calibration, compare the printed output of the device to the IT8 target. Adjust the printer color settings to match. The next time you print or scan an image, the color will be as accurate as the target. Printer Calibrations The calibration of the printer is performed using the print driver software. This process makes sure that the print heads are aligned and can print on special paper. Inkjet print heads are usually fitted to the ink cartridge, which means that you may have to recalibrate the printer each time you change a cartridge.  14.2   Install and configure a local printer and scanner       14.2.4   Verify functionality    table end The installation of any device is not complete until you have successfully tested all of the device functions. This includes special tasks such as the following : list of 7 items • Print double-sided documents to save paper • Use different types of paper trays for special paper sizes • Change the settings of a color printer so that it prints in black and white or grayscale to print draft copies of documents • Print in draft mode to save ink • Change a scanner's scan resolution to make an image easier to view • Edit scanned images of saved documents • Use an optical character recognition (OCR) application list end NOTE: Electronic manuals and support websites explain how to clear paper jams, install ink cartridges, and load all types of paper trays. Printer Test There are several ways to print a test page: list of 4 items • Use the Print Test Page option from the printer • Use the Print Test Page option from Windows • Use the print function of an application • Send a file directly to a parallel port printer using the command line list end To test a printer, first print a test page from the printer, and then print from the computer properties function or from an application. This ensures that the printer is working properly, the driver software is installed and working, and the printer and computer are communicating. Scanner Test Test the scanner by scanning a document. Use the buttons on the device for automatic scanning. Next, initiate scans from the scanner software and make sure that the software opens automatic scan. If the scanned images appear to be the same as the image on the screen, you have successfully completed the installation. For an all-in-one device, you should test all of the functions: list of 4 items • Fax – Fax to another known working fax • Copy – Create a copy of a document • Scan – Scan a document • Print – Print a document list end   Lab All-in-one Device Installation Install an all-in-one device 14.3 Describe how to share a printer and a scanner on a network  One of the primary reasons that networks were developed was to allow groups of computer users to share peripheral devices. The most common shared device is the printer. Sharing a single printer among a group of users costs much less than buying a printer for each computer. Low-cost printers usually require a separate print server to allow network connectivity because these printers do not have built-in network interfaces. The computer that is connected to the printer can serve as the print server. Most personal computer operating systems have built-in printer sharing capability. After you confirm that the printer sharing software is installed, the server must know which printer it is going to share. In the Printers folder, right-click the printer to share, select Properties, and click the Sharing tab. Select Share this printer option and assign the printer a name. After completing this section, you will meet these objectives: list of 2 items • Describe types of print servers. • Describe how to install network printer software and drivers on a computer.  14.3   Describe how to share a printer and a scanner on a network       14.3.1   Describe types of print servers    table end Print servers enable multiple computer users to access a single printer. A print server has three functions. The first is to provide client access to print resources. The second is to administrate print jobs, storing them in a queue until the print device is ready for them, and then feeding or spooling the print information to the printer. The third is to provide feedback to the users. This includes providing notification that a print job is finished, or error messages that something has gone wrong. As a technician, you must choose the type of print server that best suits the customer's needs. There are three kinds: list of 3 items • Network print server devices • Dedicated PC print servers • Computer-shared printers list end Network Print Server Devices Network print server devices allow many users on a network to access a single printer. A network print server device can manage network printing through either wired or wireless connections. Figure 1 shows a wired print server. You should consider the advantages and disadvantages of a dedicated PC print server before you install one: list of 2 items • An advantage of using a network print server is that the server accepts incoming print jobs from computers, and then frees the computers for other tasks. The print server is always available to the users, unlike a printer shared from a user's computer. • A disadvantage of a network print server is that it may not be able to use all of the functions of an all-in-one device. list end Dedicated PC Print Servers A dedicated PC print server is a computer dedicated to handling client print jobs in the most efficient manner. Since it handles requests from multiple clients, a print server is usually one of the most powerful computers on the network. Dedicated PC print servers can manage more than one printer at a time. A print server needs to have resources available to meet the requests of print clients: list of 3 items • Powerful processor – Because the PC print server uses its processor to manage and route printing information, it needs to be fast enough to handle all incoming requests. • Adequate hard disk space – A PC print server captures print jobs from clients, places them in a print queue, and sends them to the printer in a timely way. This requires the computer to have enough storage space to hold these jobs until completed. • Adequate memory – The server processor and RAM handle sending print jobs to a printer. If server memory is not large enough to handle an entire print job, the hard drive must send the job, which is much slower. list end Computer-shared Printers A user's computer that has a printer attached can share that printer with other users on the network. Windows XP makes the process fast and easy. In a home network, it means users can print documents from wherever they are in the house by using a wireless laptop. In a small office network, sharing a printer means one printer can serve many users. Sharing a printer from a computer also has disadvantages. The computer sharing the printer uses its own resources to manage the print jobs coming to the printer. If a user on the desktop is working at the same time that a user on the network is printing, the desktop user may notice a performance slowdown. In addition, the printer is not available if the user reboots or powers down the computer with a shared printer.  14.3   Describe how to share a printer and a scanner on a network       14.3.2   Describe how to install network printer software and drivers on a computer    table end Windows XP allows computer users to share their printers with other users on the network. There are two steps: list of 2 items 1. Configure the computer attached to the printer to share the printer with other network users. 2. Configure a user's computer to recognize the shared printer and print to it. list end To configure the computer with the printer attached to accept print jobs from other network users, follow these steps: list of 5 items 1. Choose Start > Control Panel > Printers and Other Hardware > Printers and Faxes. 2. Select the printer you want to share. 3. The Printer Tasks box will appear on the left. Select Share this printer. 4. The Printer Properties dialog box for that printer will display. Select the Sharing tab. Select Share this printer and enter the desired share name. This is the name that the printer will appear as to other users. 5. Verify that sharing has been successful. Return to the Printers and Faxes folder and notice that the printer icon now has a hand under it, as shown in Figure 1. This shows that the printer is now a shared resource. list end Other users who can now connect to the shared printer may not have the required drivers installed. These other users may also be using different operating systems than the computer that is hosting the shared printer. Windows XP can automatically download the correct drivers to these other users. Click the Additional Drivers button to select operating systems that the other users may be using. When you close that dialog box by clicking OK, Windows XP will ask to obtain those additional drivers. If all of the other users are also operating Windows XP, you do not need to click the Additional Drivers button. Connecting Other Users Other users on the network can now connect to this printer by following these steps: list of 5 items 1. Choose Start > Control Panel > Printers and other Hardware > Add a Printer. 2. The Add Printer wizard appears. Click Next. 3. Select A network printer, or a printer attached to another computer, as shown in Figure 2. Click Next. 4. Type in the name of the printer, or browse for it on the network using the Next button. A list of shared printers will appear. 5. After you select the printer, a virtual printer port is created and displayed in the Add a Printer window. The required print drivers are downloaded from the print server and installed on the computer. The wizard then finishes the installation. list end   Lab Printer Sharing Share a printer over a network 14.4 Upgrade and configure printers and scanners  Some printers can be expanded to print faster and to accommodate more print jobs by adding hardware. The hardware may include additional paper trays, sheet feeders, network cards, and expansion memory. Scanners can also be configured to do more to meet customer needs. Examples for scanner optimization include color correction and resizing. These tasks cannot be completed with the default settings. After completing this section, you will meet these objectives: list of 2 items • Describe printer upgrades. • Describe scanner optimization.  14.4   Upgrade and configure printers and scanners       14.4.1   Describe printer upgrades    table end Upgrading the printer memory improves the printing speed and enhances the ability to perform complex print jobs. All printers today have at least a small amount of RAM. The more memory a printer has, the more efficiently it works. The added memory helps with tasks such as job buffering, page creation, improved photo printing, and graphics. Print job buffering is when a print job is captured into the internal printer memory. Buffering allows the computer to continue with other work instead of waiting for the printer to finish. Buffering is a common feature in laser printers and plotters, as well as in advanced inkjet and dot matrix printers. Printers usually arrive from the factory with enough memory to handle jobs that involve text. However, print jobs involving graphics, and especially photographs, run more efficiently if the printer memory is adequate to store the entire job before it starts. If you receive errors that indicate the printer is "out of memory" or that there has been a "memory overload", you may need more memory. Installing Printer Memory The first step in installing additional printer memory is to read the printer manual to determine the following: list of 2 items • Memory type – Physical type of memory, speed, and capacity; some are standard types of memory, whereas others require special or proprietary memory • Memory population and availability – Number of memory upgrade slots in use, and how many available; this may require opening a compartment to check RAM list end Printer manufacturers have set procedures for upgrading memory, including the following tasks: list of 4 items • Removing covers to access the memory area • Installing or removing memory • Initializing the printer to recognize the new memory • Installing updated drivers if needed list end Additional Printer Upgrades These are some of the additional printer upgrades: list of 5 items • Duplex printing to enable dual-sided printing • Extra trays to hold more paper • Specialized tray types for different media • Network cards to access a wired or wireless network • Firmware upgrades to add functionality or to fix bugs list end Follow the instructions included with the printer when you install or upgrade components. Contact the manufacturer or an authorized service technician for additional information if you have any problems when installing upgrades. Follow all safety procedures outlined by the manufacturer.  14.4   Upgrade and configure printers and scanners       14.4.2   Describe scanner optimization    table end Scanners work well for most users without any changes to the default settings. There are, however, features that can improve document or image scans depending on user requirements. These are the most common types of scanner options: list of 7 items • Resizing • Sharpening • Brightening or darkening • Color correction • Resolution changes • Output file format • Color inversion list end Scanning resolution affects the size of the output file. The end use of the image determines the required resolution. If the image is for use on a web publication, you only need low resolution and a small file size. This makes it possible for browsers to load the image quickly. Medium resolution images are normally used for laser prints. In commercial printing, where the quality of the image is very important, a higher resolution is the best setting. Low resolution means small file size; high resolution means large file size. Figure 1 shows the settings for resolution and output type. Scanners may allow you to choose different file formats for the scanned output, as shown in Figure 2. If a scanner does not produce output in a file format required by the customer, the format can be converted later using software tools. After changing device settings, you should test the changes by making some sample printouts.  Lab Scanner Optimization Change the resolution on a scanner 14.5 Describe printer and scanner preventive maintenance techniques  Preventive maintenance decreases downtime and increases the service life of the components. You should maintain printers and scanners to keep them working properly. A good maintenance program guarantees good quality prints and scans. The printer or scanner manual contains information on how to maintain and clean the equipment. After completing this section, you will meet these objectives: list of 4 items • Determine scheduled maintenance according to vendor guidelines. • Describe a suitable environment for printers and scanners. • Describe cleaning methods. • Describe how to check the capacity of ink cartridges and toners.  14.5   Describe printer and scanner preventive maintenance techniques       14.5.1   Determine scheduled maintenance according to vendor guidelines    table end Read the information manuals that come with every new piece of equipment. Follow the recommended maintenance instructions. Also, use the supplies listed by the manufacturer. Less expensive supplies can save money, but may produce poor results, damage the equipment, or void the warranty. When maintenance is completed, reset the counters to allow the next maintenance to be completed at the correct time. On many types of printers, the page count is viewed through the LCD display or a counter located inside the main cover. Most manufacturers sell maintenance kits for their printers. Figure 1 shows a sample maintenance kit. The kit has instructions that any technician can follow. For laser printers, the kit may contain replacement parts that often break or wear out: list of 4 items • Fuser assembly • Transfer rollers • Separation pads • Pickup rollers list end Each time you install new parts or replace toners and cartridges, do a visual inspection of all the internal components: list of 3 items • Remove bits of paper and dust • Clean spilled ink • Look for any worn gears, cracked plastic, or broken parts list end Users that do not know how to maintain printing equipment should call a manufacturer-certified technician.   Worksheet Certified Printer Technician Research printer service technician requirements  14.5   Describe printer and scanner preventive maintenance techniques       14.5.2   Describe a suitable environment for printers and scanners    table end Printers and scanners, like all other electrical devices, are affected by temperature, humidity, and electrical interference. For example, laser printers produce heat. Operate them in well-ventilated areas to prevent overheating. If possible, store all printers, scanners, and supplies in a cool and dry place, away from dust. This will help to ensure that they will work properly and for a long time. Keep paper and toner cartridges in their original wrappers and in a cool, dry environment. High humidity causes paper to absorb moisture from the air. This makes it difficult for the toner to attach to the paper correctly. If the paper and printer are dusty, you may use compressed air to blow away the dust. Operating Environment Guidelines Keep paper dry. Keep printer in a cool, dust-free environment. Store toner in a clean, dry environment. Clean glass on scanners.  14.5   Describe printer and scanner preventive maintenance techniques       14.5.3   Describe cleaning methods    table end Always follow the manufacturer's guidelines when cleaning printers and scanners. Information on the manufacturer's website or in the user manual explains the proper cleaning methods. CAUTION: Remember to unplug scanners and printers before cleaning to prevent danger from high voltage. Printer Maintenance Make sure that you turn off and unplug any printer before performing maintenance. Use a damp cloth to wipe off any dirt, paper dust, and spilled ink on the exterior of the device. Print heads in an inkjet printer are replaced when the cartridges are replaced. However, sometimes print heads become clogged and require cleaning. Use the utility supplied by the manufacturer to clean the print heads. After you clean them, you should test them. Repeat this process until the test shows a clean and uniform print. Printers have many moving parts. Over time, the parts collect dust, dirt, and other debris. If not cleaned regularly, the printer may not work well, or could stop working completely. When working with dot matrix printers, clean the roller surfaces with a damp cloth. On inkjet printers, clean the paper-handling machinery with a damp cloth. CAUTION: Do not touch the drum of a laser printer while cleaning. You may damage the surface of the drum. Laser printers do not usually require much maintenance unless they are in a dusty area or they are very old. When cleaning a laser printer, use a specially designed vacuum cleaner to pick up toner particles. Figure 1 shows a vacuum designed for electronic equipment. A standard vacuum cleaner cannot hold the tiny particles of toner and may scatter them about. Use only a vacuum cleaner with HEPA filtration. HEPA filtration catches microscopic particles within the filters. Choosing the correct paper type for a printer helps the printer last longer and print more efficiently. Several types of paper are available. Each type of paper is clearly labeled with the type of printer for which it is intended. The manufacturer of the printer may also recommend the best type of paper. Check the printer manual. Information about the brands and types of ink recommended by the manufacturer is also found in the manual. Using the wrong type of ink may cause the printer not to work or may reduce the print quality. To prevent ink leaks, do not refill ink cartridges. Scanner Maintenance You should clean scanners regularly to prevent dirt, fingerprints, and other smudges from showing in scanned images. On flatbed scanners, keep the lid closed when the scanner is not in use. This will help to prevent dust build-up and accidental fingertip smudges. If the glass becomes dirty, consult the user guide for the manufacturer's cleaning recommendations. If the manual does not list any recommendations, use a glass cleaner and a soft cloth to protect the glass from scratching. Even very small scratches can be visible on high-resolution scans. If dirt becomes lodged in the scratches, the scratches will become more visible. If the inside of the glass becomes dirty, check the manual for instructions on how to open the unit or remove the glass from the scanner. If possible, thoroughly clean both sides and replace the glass as it was originally installed in the scanner.  14.5   Describe printer and scanner preventive maintenance techniques       14.5.4   Describe checking capacity of ink cartridges and toners    table end When an inkjet printer produces blank pages, the ink cartridges may be empty. Laser printers, however, do not produce blank pages, but do begin to print very poor-quality printouts. Most inkjet printers provide a utility that shows ink levels in each cartridge, as shown in Figure 1. Some printers have LCD message screens or LED lights that warn users when ink supplies are low. A method for checking ink levels is to look at the page counter inside the printer or the printer software to determine how many pages have been printed. Then look at the cartridge label information. The label should show how many pages the cartridge can print. You can then easily estimate how many more pages you can print. For this method to be accurate, each time you replace the cartridge, you must remember to reset the counter. In addition, some printouts use more ink than others do. For example, a letter uses less ink than a photograph. You can set the printer software to reduce the amount of ink or toner that the printer uses. This setting may be called "toner save" or "draft quality". This setting reduces the print quality of laser and inkjet products, and reduces the time it takes to print a document on an inkjet printer. 14.6 Troubleshoot printers and scanners  With printer and scanner problems, a technician must be able to determine if the problem exists with the device, cable connection, or the computer that it is attached to. Follow the steps outlined in this section to accurately identify, repair, and document the problem. After completing this section, you will meet these objectives: list of 3 items • Review the troubleshooting process. • Identify common problems and solutions. • Apply troubleshooting skills.  14.6   Troubleshoot printers and scanners       14.6.1   Review the troubleshooting process    table end Printer and scanner problems can result from a combination of hardware, software, and connectivity issues. Computer technicians must be able to analyze the problem and determine the cause of the error to repair the printer and scanner issues. The first step in the troubleshooting process is to gather data from the customer. Figures 1 and 2 list open-ended and closed-ended questions to ask the customer. Once you have talked to the customer, you should verify the obvious issues. Figure 3 lists issues that apply to printers and scanners. After the obvious issues have been verified, try some quick solutions. Figure 4 lists some quick solutions to printer and scanner problems. If quick solutions did not correct the problem, it is time to gather data from the computer. Figure 5 shows different ways to gather information about the printer and scanner problem. At this point, you will have enough information to evaluate the problem, research, and implement possible solutions. Figure 6 shows resources for possible solutions. After you have solved the problem, you will close with the customer. Figure 7 is a list of the tasks required to complete this step. List of open-ended questions about printer and scanner errors. (This list is NOT comprehensive.) What type of printer do you have? What type of paper are you using? What problems are you experiencing with this printer? What error messages have you received? What changes have been made recently? What have you done to maintain the printer?  14.6   Troubleshoot printers and scanners       14.6.2   Identify common problems and solutions     table end Printer and scanner problems can be attributed to hardware, software, networks, or some combination of the three. You will resolve some types of problems more often than others. Figure 1 is a chart of common problems and solutions. Common Problems and Solutions Problem Symptom Possible Solution The printouts from a laser printer are faint and difficult to read. The toner cartridge is fresh and nearly full. Restore print quality to normal setting. An inkjet printer is filled with liquid ink. Disconnect the power, clean the printer, and replace the cartridge. Avoid using refilled cartridges. An inkjet printer is producing blotchy, streaked printouts. Clean the print head with the cleaning utility. The sensor arm on the scanner does not move. Remove the tape or unlock the sensor arm. Scanner produces copies with lines and marks. Clean the glass and check for scratches. An “out of memory” error is displayed when printing photographs. Check the printer manual for RAM specifications, and then add RAM if possible.  14.6   Troubleshoot printers and scanners       14.6.3   Apply troubleshooting skills     table end Now that you understand the troubleshooting process, it is time to apply your listening and diagnostic skills. The first lab is designed to reinforce your skill with printers. You will troubleshoot and fix a printer problem. The second lab is designed to reinforce your communication and troubleshooting skills with printers. In this lab, you will perform the following steps: list of 3 items • Receive the work order • Take the customer through various steps to try and resolve the problem • Document the problem and the resolution list end   Lab Fix a Printer Fix a printer problem Lab Remote Technician Instruct a customer on how to correct a printer problem 14.7 Summary   This chapter reviewed and discussed information about printers and scanners. The chapter explored hazards and safety procedures associated with printers and scanners. You have learned preventive maintenance methods, and have installed, configured, and upgraded a printer or scanner, both locally and on a network. Here are some other important facts covered in this chapter: list of 6 items • Always follow safety procedures when working with printers and scanners. There are many parts inside printers that contain high voltage or become very hot with use. • Use the device manual and software to install a printer or scanner. After the installation, update the drivers and firmware to fix problems and increase functionality. • Use the Windows interface to share printers and scanners across the network. • Consult the customers to determine how best to upgrade and configure printers and scanners to meet their needs. • Keep printers, scanners, and supplies clean and dry. Keep supplies in their original packaging to prevent breakdowns and downtime. Develop a maintenance schedule to clean and check devices on a regular basis. • Use a sequence of steps to fix a problem. Start with simple tasks before you decide on a course of action. Call a qualified or certified printer technician when a problem is too difficult for you to fix.