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When printing problems are reported to the Help Desk, the following information is needed:
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Step-by-step guide - Check the print job status
If a particular printer is having problems, the first thing to check is the status of the print job, which may indicate the cause of the problem. Write down the status message so as to report it accurately. Many of the print queue error messages under the Status column are described in the last section of the general printer troubleshooting page.
- Click the Start button, then Settings or Control panel, then Printers.
- Find and double-click the desired printer name listed in the Printers screen.
- The print queue screen will appear with the currently printing print job at the top of list and allpending print jobs listed below it.
- Look at the top print job's status message. (You may have to drag the column separator to the right to see all of it).
Step-by-step guide - Cancel or purge print jobs in queue
Usually the top print job (currently printing) is the culprit causing the problem, so try canceling/deleting it first if dealing with a departmental printer. However, you may have to eventually delete (purge) all the print jobs in the list to get the printer to print again. Help Desk staff can purge all public print queues to clear out any old abandoned print requests that may still be waiting to print.
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Most people on campus have permissions set to cancel only their own print jobs and no one else's. The Purge option is available only to users with special privileges, such as the Help Desk staff, other IT staff, or certain individuals who manage printers for their departments. |
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