Forum Discussion
Procedure for diagnosing failure to print?
What is the procedure for diagnosing and/or submitting a report for a client having an issue printing? I'm going to try to test a few more things to narrow it down, but in a nutshell I've got a win 10 client that can't print to any of our cloud printers, while other clients can (clients connected to other networks). The print queue just errors out for said client. I've tried re-installing the printers and I've tried multiple printers (albeit all using the same brother universal pcl driver). I'm going to connect another client to the same network to see if I can rule that out as a factor. If the client is on the same network as the printer, does the job still route through the cloud? Could local network configuration play into the possibility of an issue there?
Thanks
- Jimmy_Wu
Microsoft
NetFire, you mentioned that you are using Brother Universal PCL driver on the client device. Universal Print only supports using the OS built-in class driver, which is automatically set when installing a Universal Print printer. Depending on the version of Windows 10 the device is running, the exact name may be a little bit different.
If after changing the driver back to the OS built-in class driver, you are still having problems, please file a support ticket.
If you would like to perform some troubleshooting, one option is to use Fiddler to capture a network trace. This will allow you to capture the error message from the service when you submit the print job to see what may be happening to decide the next step of the troubleshooting.
If you meant to state that the Universal Print Connector is running on a PC using the Brother Universal PCL driver, please reply and let us know that is the case. With the breadth of printers and printer drivers available in the market, the Universal Print Connector package has only been tested with select set of printers. We are actively looking for customer feedback regarding printer drivers used on the PC running the Connector software that is causing compatibility issues.
HTH,
Jimmy
Hi Jimmy,
I meant that the connector is running on a traditional windows print server, where I have switched all the printers to use the brother universal driver, just to remove some variables from this equation. I'm not sure why some users/computers can print to the printers and some cannot. I'm still working on figuring out which conditions lead to one outcome vs the other.
- Jimmy_Wu
NetFire, since print failures can happen at any one of the 3 stages
- Client to cloud service
- Cloud service to Connector
- Connector to physical printer
If I'm starting to troubleshoot from scratch, I will typically capture a network trace (I use Fiddler) to confirm whether the issue is at stage 1 or not.
Assuming it is not stage 1, then I would move to troubleshoot stage 2 by reviewing the Windows Event Viewer logs on the Connector host PC to see what the Connector is seeing. For example, did the Connector retrieve a notification that a new print job is ready for it? Was the Connector able to download the print job from the cloud service? etc.
If the Connector event log doesn't show issues, then I would move to troubleshoot stage 3, which is the Windows spooler. This would be the same troubleshooting as standard Windows Print Server spooler without Universal Print in the picture.
HTH,
Jimmy
