Printer problems
Takeaway: Printer problems seem to occur when you can least afford it. In today?s Daily Drill Down, Bill Poynter explores what you can do before sending your printer out for repair.
It seems as though printer problems occur only at the most inconvenient time—like when you have a deadline to meet and you’ve waited until the last minute to print the document.
The difficult thing about having a printer problem fixed down at your local computer store is that you probably don’t know whether the problem lies with your computer, the cable, or the printer. That means carrying in your computer, the cable, and the printer.
If you’d like to try troubleshooting printer problems on your own, you need a basic understanding of what goes on during the print process. You don’t have to know every detail of the design of the printer, the printer port, the printer driver, and the printer cable, but a little background information may help you find and correct the problem.
From your computer to your printer
One of the most common sources of printing problems is the printer cable. Cable problems are also the easiest to diagnose and correct.
If you examine the cable connecting the printer to your computer, chances are you’ll find a 36-pin Centronics connector on the end attached to the printer and a 25-pin D-type connector attached to the parallel port of your computer, which is called the printer port or LPT port.
The default printer port for most software is usually LPT1. If there are multiple parallel ports in your machine, they will be designated LPT1, LPT2, and so on.
There have been several enhancements to the capabilities of the parallel port since the days of the IBM XT machines. The original ports were unidirectional, which meant that they could send data but couldn’t receive it. They could, however, receive status information from the printer. These signals—such as paper out, busy, or error—control the flow of data to the printer.
Your printer has a data buffer that receives the data from the computer and supplies it to the printer at a rate that the printer can accept. The signals from the printer to the parallel port turn on and off this flow of data.
Each of the 25 conductors on your printer cable is important to the proper operation of your printer. A bad cable can produce all sorts of strange printing problems.
You should consider several issues when examining a printer cable. Normal wear and tear can damage one or more of the wires or pins in the connectors. (The Centronics connector seems to be more vulnerable to damage than the D-type connector.) Look for obvious damage to the cable and its connectors, although a bad cable will often show no signs of damage. Make sure that the cable isn’t passing near a source of electrical interference. The longer the cable, the more susceptible it will be to electrical interference.
If you have a late-model computer with a parallel port that supports ECP/EPP modes and you use a modern, fast printer that can take advantage of it, be sure to connect them with a high-quality IEEE 1284 compliant cable. The price will seem high for a printer cable, particularly when you compare it with the lowest priced cables, but it’s worth the money.
The fastest way to troubleshoot a cable with no obvious defects is to substitute a known good cable and see if the problem goes away. Or, you can place your questionable cable on a system that is having no problems, to see if your problems follow the cable.
Printer driver problems
The printer driver that you installed when you set up your printer tells your parallel port how to manage the data being sent to the printer. Different makes and models of printers require specific software to effectively manage their particular features.
One of the most common printing problems is that an incorrect or defective printer driver is being used. This can result in all sorts of strange gibberish on the printed page. If you selected the wrong printer driver for the printer you are trying to use, you may need to purge the print jobs that are hung up in the spooler as well as reset the printer to remove any bad data that remains in its buffer.
Purge the print jobs first. You can do this in Windows 95/98 by clicking on Start, Settings, Printers, and then clicking the icon for the appropriate printer. When the window for the printer opens, click Printer in the upper-left corner and then click Purge Documents.
Now reset your printer to remove the last traces of the “poison” still in the printer’s buffer.
It’s also possible that you have the correct printer driver but that it isn’t configured properly for the amount of RAM installed in your printer. If the driver is set for more RAM than the printer actually has, an overflow can occur. This might go unnoticed for a long time. It may appear only when you have a large print job or pages with lots of graphics.
Get the latest drivers
Sometimes there are known issues with a printer driver that crop up only under certain circumstances. The best insurance is to go the Internet and download the latest printer drivers for your operating system and printer.
Whenever you install a printer driver, make sure that all of the setting options are correct for your individual printer. This not only includes the RAM settings, but also settings like the source tray for the paper, the paper size and orientation, the timeout settings, and the print resolution.
Selecting the correct port type
Another possibility is that your parallel port settings are incorrect in your CMOS setup. This is assuming that the parallel port is integrated on the motherboard. First, see if Windows is giving any indication of a problem in Device Manager. To do this, click Start, Settings, Control Panel, and then double-click on the System icon. Now select the Device Manager tab. If there is a problem with the on-board parallel port settings, you will see a flag on the device, indicating a discrepancy. Highlight the parallel port and click Properties to view the device status. Next, click Resources to check out any resource conflicts.
It’s quite possible that when you last installed a component, you created a resource conflict that didn’t appear until later when you tried to print. If a conflict is indicated, try changing the resources that the offending device is using.
Testing the parallel port
Diagnostic software such as CheckIt or Norton Utilities can test the integrity of your port by using a loop-back plug attached to your parallel port. This type of test can also be performed on your serial ports. Be sure that you use a loop-back plug compatible with the testing software. This is because manufacturers utilize different loop-back wiring schemes in their products.
The loop-back plug test may not find every parallel port problem, but if it does indicate a problem, it’s probably accurate.
If you find a bad parallel port on a motherboard with integrated peripherals, you can disable the port in the CMOS Setup and install an add-on parallel port if you have an unused ISA slot. But check prices before you do this. You may be able to replace your motherboard with a new one for very little more than the cost of a new parallel port card.
Check the CMOS
If you find no resource conflicts, try changing the port type in the CMOS. Run the CMOS Setup program, open the Integrated Peripherals menu, and select the parallel port type settings. Press [F1] to view the default setting. If the default setting isn’t specified, try changing the mode to the default. You can also try setting to another value the memory address that the port is using. Start with the default setting and then restart the computer and try printing again. Windows will probably find what it considers new hardware and install the proper software during the start up process. Note: This is the process I followed on my computer. However, since every CMOS is different, your system may require you to change the port type in a different manner. Documentation may accompany your computer or motherboard (if it was custom built).
Process of elimination
If you’ve checked the cable, the printer driver, the parallel port settings, the integrity of the parallel port, and the possibility of resource conflicts, about the only thing left is the printer itself.
There are a lot of things that can go wrong with a printer. If you’ve eliminated all other possibilities and have decided that the printer is the culprit, consult the manual that came with your printer for user-serviceable items.
The new generation of inkjet printers has the capability of printing at a very high resolution. To achieve this resolution, you must choose from a variety of high-quality papers available. If you’re using standard quality inkjet paper, there is no benefit from choosing a very high resolution. The print speed will be greatly influenced by the resolution you select.
Don’t try to use the paper designed for an ink jet printer in your laser printer. This paper is not compatible with the high temperatures present in a laser printer. You can create a real mess inside your laser printer by doing so. (Guess how I learned this.)
Another lesson I learned the hard way concerns letterhead paper and the envelopes that have a preprinted return address. Be sure that the ink used on the letterhead and the envelopes is approved for laser printers. Some of the more decorative inks will melt on the rollers of the printer and then transfer to the remainder of the pages as they pass through the printer.
If your laser printer has begun to print pages with some of the areas of the page appearing lighter than the rest, your toner cartridge may be a little low on toner. To get the maximum life from a toner cartridge, make sure that the remaining toner is evenly distributed in the cartridge. Do this by removing the cartridge from the printer and, while holding it in the same orientation that it rests in when installed, gently rock it back and forth, tilting it about 45 degrees in each direction. The object is to make toner available over the whole width of the drum. Be careful not to shake the cartridge too vigorously as it takes very little spilled toner to make a big mess.
While you have the printer open and the cartridge removed, take the time to clean it out. Follow the directions in the owner’s manual carefully so as to not damage anything.
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Repairing printers
If it turns out that that a major component of your printer needs to be replaced, you may find that the new part costs nearly as much as a new printer. If you use a repair service, ask for an estimate of the repair costs before they proceed.
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Drivers Are the Software Applications That Power Printers
A driver is the software package that enables your printer to communicate with your computer's operating system, and vise versa.
The manufacturer of your printer sent out a software disc with the printer. On this disk, you can find the default driver for that printer.
As computing evolves, printer manufacturers upgrade their drivers to either improve the printer's performance or to keep up with changing Operating Systems.
Of course, you could go to a website that has been established to give you a one-stop shop for finding hardware drivers online. A couple of the most common sites of this type are:
Question: I see a lot of specific printer problems solved in your column and on your website (http://www.cyberwalker.com), but what about an overview of the most common printer problems and solutions? - G.A.
Answer: That's a fine idea! Printers can be one of the most frustrating and trouble-making technologies, both at home and in the office. Many helpdesk workers will tell you that they spend too much of their time answering the plaintive cry, "I can't print!" As a matter of fact, a lot of the requests I receive have to do with printer problems. So here are a variety of printer problems and their solutions to make your printing life easier.
If nothing has been changed on your printer or in your printer settings on your computer, then chances are that the problem is quite straightforward. Check these potential problems:
• POWER -
First, check to be sure the printer is on, especially if the trouble occurs first thing in the morning. Perhaps someone turned the printer off when the day's work was finished.
• PRINTER STATUS -
Check the printer status lights, or the status LCD screen. If there's a flashing light, or if the status screen shows an error, then it's your first clue to a problem. Most printer manuals have a diagnosis process for alerts.
• PAPER -
Check to see whether the paper tray is empty. If so, refill it but not necessarily with as much paper as it can possibly hold - many printers like a little elbow room in their paper trays. Make sure to feather the pages to eliminate static. Hold the pages in one had and flip through the pages at a fast rate with your thumb. If the paper tray is not empty, check for a misfeed. A sheet may have been caught in the mechanism. There may be a variety of printer access doors to check. Pull out any remnants. Even the smallest piece of paper could be causing the problem, so check carefully. Tweezers are handy for this procedure.
Check to see whether the paper tray is empty. If so, refill it but not necessarily with as much paper as it can possibly hold - many printers like a little elbow room in their paper trays. Make sure to feather the pages to eliminate static. Hold the pages in one had and flip through the pages at a fast rate with your thumb. If the paper tray is not empty, check for a misfeed. A sheet may have been caught in the mechanism. There may be a variety of printer access doors to check. Pull out any remnants. Even the smallest piece of paper could be causing the problem, so check carefully. Tweezers are handy for this procedure.
• TONER & TONER CARTRIDGES -
Many common problems are related to toner or toner cartridges. If the problem is toner-related, check to see if the toner cartridge is empty or low. The printer warning should indicate this. Swap it for a new one and the unit should work. (You might find good deals by ordering on-line from 123 Inkjets.) Some laser toner cartridges have an ejected toner reservoir. There’s usually a trap that can be emptied.
• TONER DRUM - Many common problems are related to toner or toner cartridges. If the problem is toner-related, check to see if the toner cartridge is empty or low. The printer warning should indicate this. Swap it for a new one and the unit should work. (You might find good deals by ordering on-line from 123 Inkjets.) Some laser toner cartridges have an ejected toner reservoir. There’s usually a trap that can be emptied.
The toner drum on a laser printer needs to be replaced periodically, usually once a year, depending on the volume of printing the device handles. Print-outs will become fuzzy or faded when the toner drum starts to go. The printer's error lights should indicate if the drum has become a problem.
• PC CONNECTION -
If all the physical hardware on the printer seems to be fine, check to be sure that it is connected to your computer. Personal printers connect via either a parallel or USB (universal serial bus) connector to the back of the printer. Follow the cable from the back of the printer to the back of the computer to make sure the connection is good.
• NETWORK CONNECTION - If all the physical hardware on the printer seems to be fine, check to be sure that it is connected to your computer. Personal printers connect via either a parallel or USB (universal serial bus) connector to the back of the printer. Follow the cable from the back of the printer to the back of the computer to make sure the connection is good.
If the printer is connected by what looks like an oversized telephone cable or coaxial cable (like the cable for cable television), your printer is connected through a network. If this is the case, the problem gets suddenly complicated. If your network-based printer is acting up for everyone in the office, you'll need to call in your resident network expert - you probably have a print server, hub, or cable problem. If it's just you having a problem with your network printer, make sure that your computer is connected to the network.
• DRIVERS - If the printer works, but spews strange characters or it appears as though the PC and printer aren’t working together properly, you probably have a printer driver problem. When a printer acts up and there is no hardware problem, the solution is often driver-related. A printer driver is a piece of software that allows a computer to "talk" to a printer. It's a kind of translator. Occasionally, if a printer has worked previously, but suddenly doesn’t work with a newly installed program, there could be driver problems. To remedy this, download a driver from the printer maker's website, remove the old driver, and install the new driver. Drivers are normally available under the "support" area of a website.
• PRINTER HEADS - If you have an inkjet printer and you get smudged or blurry images, you might want to look up the utility on the printer that cleans and or aligns the printer heads. Most inkjet printers have either software that can start this process, or a setting on the printer itself that can kick-start it.
If all of these solutions fail, you might want to search the manufacturer's support area for printer issues. Often, there will be bulletins issued on how to fix newly discovered bugs.If you have a scanner and a printer, and experience printing problems, take heart—this one is easy. Detach both devices, and remove the software and drivers for both devices. Then reinstall the printer first and the scanner second.
Failing any of this, you're a candidate for technical support. Call the printer manufacturer. Their phone number, hopefully a toll-free one, is usually available on their website. Be sure you have the make and model of your printer, the make and model of your computer, and any warranty information, and know what operating system you're using. Make the call from the desk where the printer is installed.
If you develop hives when you call a manufacturer's support line, try a third-party solution. AskMe.com has a good selection of experts offering advice. Turnaround time varies, but you will normally get some response within a day. If you want real-time help on a printer issue, a live help desk advisor can be hired from the folks at Keen.
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