Types of Printers

Networked Printer - This type of printer is plugged into a PIC and configured with a print queue running through the PapreCut service.
Local / USB Printer - This type of printer plugs directly into the computer with a USB cable.

Purchasing

CSDS customers should contact Cannon IV to purchase a networked or local printer.

Moves

CSDS does NOT support moving of networked printers. The customer will need to coordinate networked printer moves with Cannon IV.

Installation

Drivers for networked printers need to be packaged by CSDS and installed / pushed through SCCM after receiving TC / DCL approval.

Drivers for USB printers can be installed using admin credentials.

Troubleshooting

Most printers in the CSDS environment are networked and have a print queue setup and managed through PaperCut. For these types of printers, there are two avenues of support. Please ask the following questions to determine whether an issue with a printer is hardware or software based:

NOTE: All networked printers in the CSDS environment should be labeled with the following stickers.

How many customers or computers are experiencing an issue with this printer? Is it local to one area, a whole building, or across campus?
- Is the issue new, recurring, or intermittent?
If someone else logs into the computer, do they experience the same issue with the printer?
Does the issue persist after restarting the computer and/or printer?
If the customer logs into another computer, can they reproduce the issue with the printer?
- What are the steps to reproduce the issue?
If the printer is not communicating on the network:
- Is there a green light on the printer where the network cable is plugged in?
- Have the customer check cable connections and verifying everything is plugged in correctly.
Research any error messages in Gold Answers, FootPrints, Google, etc. for additional troubleshooting steps to take.

NOTE: All information captured from these steps should be documented in the Tech Notes of the FootPrints ticket prior to escalation.

If an issue with a networked printer is determined to be related to hardware, the customer will need to contact Cannon IV for support. Hardware issues include...

Cannon 4 or Cannon IV contact info:
(317) 803-7499
TeamPurdue@cannon4.com

***AWAITING FURTHER DOCUMENTATION FROM CSDS***

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