Summary

Chapter 14: Advanced Printers and Scanners 25After completing this section, you will meet these objectives:■■■Review the troubleshooting processIdentify common problems and solutionsApply troubleshooting skillsReview the Troubleshooting ProcessPrinter and scanner problems can result from a combination of hardware, software, andconnectivity issues. Computer technicians must be able to analyze the problem and determinethe cause of the error to address the printer and scanner issues.Step 1: Gather Data from the CustomerThe first step in the troubleshooting process is to gather data from the customer. Table 14-2provides a list of open-ended and closed-ended questions to ask the customer about printer/scannererrors. (This list is not comprehensive.)Table 14-2Printer/Scanner Errors: Open-Ended and Close-Ended Questions to AskOpen-Ended QuestionsWhat type of printer/scanner do you have?What type of paper are you using?What problems are you experiencing withthis printer/scanner?What error messages have you received?What changes have been made recently?What have you done to maintain theprinter/scanner?Closed-Ended QuestionsDoes the problem appear on every page?Has the paper been changed recently?How old is the printer/scanner?Is the problem only with this printer/scanner?What application were you using?Does the problem occur when you use otherapplications?What make and model of printer/scanner is it?Is the printer/scanner local or networked?What is the location of the printer/scanner?