Troubleshooting Printer Issues

February 9, 2017

When it comes to troubleshooting printer issues, there are a few steps you can take that will either help you resolve the issue and save time or determine the problem details before you send a support ticket.

The first step is to determine if there is an issue with the printer outside OnRamp. Here is a list of simple checks to help you find any potential issue.

Troubleshooting Outside OnRamp

• Restart your computer.
• Reset the printer by switching it off, then turning it back on again.
• Check that there is power going to the printer.
• Check the the printer cable is connected to the computer.
• Make sure there is not a paper jam.
• Make sure you have paper or labels loaded.
• Make sure the printer has not run out of ink.

Your printer setup should look something like the image above.

To make sure that the printer is working and there are no issues send a test document. If the page does not print out, contact a member of your IT support team. If the page is printing correctly but not printing using Onramp, follow the instructions below.

Troubleshooting Using Onramp
When a printer is installed and functioning properly, either locally or on a network, Onramp can detect if it is active or inactive.

1. Open the User Options and Preferences screen [S2065] in OnRamp.
2. Click the Delete Inactive button. (This will remove any devices that OnRamp cannot detect.)
3. Click the Edit button.
4. Select the Device Name (printer) you wish to use.
5. Click the field to make the selected printer a Default.
6. Different printers will have a different purpose, they can be used for printing work order, labels, or checks. Select what purpose you would like the printer to be used for.
7. Click OK when complete.
8.  Send a test print to the selected printer.

The example below shows the printer that has been chosen to be our default printer. This will be used to print Work Order and Preventative Maintenance work orders for machines and fixtures.

If the document prints out correctly there is no need to troubleshoot any further. If the problem cannot be resolved using this guide, submit an Onramp support ticket using screen [S2604]. Be sure to include the following details:

• The screen name you are trying to print from.
• The type and model of the printer.
• If the document fails to print using other printers.

We hope that you found this tutorial helpful.