There is a problem with my network printer. What should I do?

Should you experience any problems printing, please check the following before contacting the IT Helpdesk:

  1.  Ensure that the printer has paper and that the ink cartridges aren't empty

  2.  Check if the issue still persists after:
    • Turning the printer off.
    • Removing the power cable and network cable from the printer and the wall jack (if the printer is connected to an external JetDirect box, these cables will also need to be removed).
    • Plugging in all the cables again.
    • Turning the printer on.
  1. If the abovementioned troubleshooting steps do not resolve your printing problem, please supply the IT Helpdesk with the following information when you log a call:
    •  The IPP number of the printer
    •  The error received when printing and the iPrint object status
    •  Are any other users affected by this issue?
    •  Does the network cable run directly into the printer or is it connected to an external JetDirect (small box that is connected to power, the network jack and printer)?
How do I find the IPP number of the printer I am using?

The easiest way to identify if the network printer you use has an iPrint object associated to it, is to check if it has an IPP number:

  1. In Windows:

    • Find Devices and Printers on your control panel.
  1. Under Devices and Printers
    • Search for the printer
    • Identify if the name starts with an IPP number e.g. IPP00001
    • From this window you can obtain the:
      • IPP number
      • Model
How do I establish the status of an iPrint object?
  1. Go to the iPrint webpage.
  2. Log on using your username and password.
  3. Search for the IPP number of the print object.
  4. Click the ‘i’ button at the end of the print object line.
  5. Note the printer state.
How do I get my printer added to iPrint?

If your printer is NOT on the iPrint web page, you will need to register the printer with ICTS so that it can be configured for use with iPrint. Log a call with the IT Helpdesk and provide the following information:

  • Printer make
  • Printer model
  • Printer features (i.e. can it print double-sided, booklet, A3, colour, etc.)
  • The name of the print queue you use
  • Physical location of the printer (building, floor, room)
  • Contact person for the printer (name, surname, phone number)
  • Printer owner's staff number (the owner will receive reports on print usage).
How can I view my print statistics?

The iPrint interface includes reporting functionality. This means that you can get printing statistics at any time - with information accurate up to 5 minutes before you accessed the report.

  • iPrint users: can view details about your printing on all iPrint printers across campus.

  • iPrint printer owners: can view details on all printing done on the iPrint printers you’re responsible for.
  1. Go to the iPrint Webpage and log on using your network Username and Password.
  2. Click Accounting.
    • To see your own printing stats, click My Print Stats.
    • If you're a printer owner, click Printer Admin to access stats for your printers.
Is bulk printing available?

Bulk printing is available at the Document Centres, along with many other services. Staff members can be linked via their staff cards by their departments in order to use this facility. These jobs will be charged monthly to the relevant Department’s cost and fund number provided per staff member directly by UCT Finance.

Read this handy guide on submitting bulk print jobs as a staff member. Collection and delivery of bulk jobs is free.

What are local printers?

Local printers are printers that are physically connected to your computer. This means that you print directly to the printer from your computer.

There is a fault with my local printer. What can I do?

The inability to print to a local printer may be caused by:

  • Paper jams
  • Empty supplies (paper/cartridges)
  • Faulty printer/cables
  • Printer requires a service
  • Cables not properly connected
  • Problems with the driver software (software that the computer uses to communicate with printer)
  • Problems with the Operating System (virus infection or corruption)

Problem

Troubleshoot

Paper jams

Refer to the user manual, which came with the printer, on how to clear paper jams.

Empty supplies (paper/cartridges)

Insert either more paper or new print cartridges

Cables are not connected properly
  1. Turn off the printer
  2. Remove the cables
  3. Reinsert the cables
  4. Turn the printer back on

Faulty cables

Try replacing the cables if you have spares and see if printer works. If this test is successful, the cable may have been faulty.

Printer requires a service

 Log a call with the IT Helpdesk using one of the following methods:

Faulty printer
  1. Disconnect the printer from the computer.
  2. Install the printer software onto another computer.
  3. Connect the printer to the computer.
  4. If the same error persists, the printer may be faulty.

Corrupt driver software (software that the computer uses to communicate with printer)
  1. Delete the printer from Printers and Faxes/Devices and Printers.
  2. Remove the USB/Parallel cable.
  3. Re-insert the USB/Parallel cable.

Operating System (OS) issues (Virus or OS corruption)

This will be determined by an IT Helpdesk consultant.