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NetFire's avatar
NetFire
Copper Contributor
May 21, 2020

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 1...
  • Jimmy_Wu's avatar
    Jimmy_Wu
    May 28, 2020

    NetFire, sounds like your printer doesn't need the user account/ID, so yes, just setup a workstation PC that's not domain joined or AADJ to host the Connector.  It can be a VM or a real hardware.

NetFire's avatar
NetFire
Copper Contributor

Jimmy_Wu 

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's avatar
Jimmy_Wu
Icon for Microsoft rankMicrosoft
May 28, 2020

NetFire, since print failures can happen at any one of the 3 stages

  1. Client to cloud service
  2. Cloud service to Connector
  3. 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

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