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Frequently Asked Questions about Printer Issues

Modified on: Fri, 7 Mar 2025 11:09 AM

Introduction

 

Since there are multiple faculties and departments in the University of Alberta, the rules and standard devices for each department can vary tremendously. There are multiple printer brands and models throughout campus so the issues can vary as well.

Printers encounter hardware issues of all kinds, often related to printer output or print quality. A bit of troubleshooting may be able to determine if there is a simple fix for the issue.

 

KBA Objective:

  • This article outlines some basic troubleshooting scenarios.

 

 

Applicability

 

Target Audience:

  • Any public reader with printers on campus that needs basic troubleshooting before repairs

 

Non-applicable:

 

 

Details

 

Basic Information

Printer’s Physical Issues

Printer’s Setting Issues

Appendix

 

 

Basic Information

 

Network printers

Network printers are defined as any printer that are connected through an ethernet cord to access the enterprise’s domain through the Internet.

  • The standard brand for the UofA’s network printers is from Xerox
  • Xerox network printers handle most configurations/issues through IST

 

Local printers

Local (Desktop) printers are not connected to the Internet in any way and they can only be connected through USB. Below are some references for printer brands that print locally:

 

 

Printer’s Physical Issues

 

Jamming or faulty paper registration

Your paper could be too light or heavy.

  • Solution: Check the paper weight specifications for your printer, then load paper stock with the correct specifications.

The paper could be loaded incorrectly, or the paper guides could be out of alignment.

  • Solution: Reload the paper and check the paper guides.

The leading edge of the paper could be curled.

  • Solution: Reload paper that doesn't have curled edges.

The paper tray could be overloaded.

  • Solution: Reload the paper, leaving the tray 1/4" empty from the top.

 
Jamming or skewed image

The paper may be loaded incorrectly.

  • Solution: Reload the paper, checking the paper guides and make sure your paper is loaded under the corner tabs in the paper tray.

 

Page has dirt at the back

The inside of the printer could be dirty.

  • Solution: Arrange to have your printer cleaned.

Toner/ink may have leaked from the cartridge.

  • Solution: Carefully replace the toner/ink cartridge with a new one.

 

Page portions are blank

The page layout may be too complex.

  • Solution: Simplify the layout, or set Page Protect to ON or AUTO.

You may be printing on legal size paper when the printer software specifies letter size.

  • Solution: Check the settings on your software driver.

Your toner/ink cartridge may be low.

  • Solution: Replace the toner/ink cartridge.

The printer may not have enough memory.

  • Solution: Simplify the layout, or get a memory upgrade.

 

Page’s background looks scattered

Your paper could be too light or heavy.

  • Solution: Check the paper weight specifications for your printer, then load paper stock with the correct specifications.

The paper could be wet.

  • Solution: Change the paper.

The inside of the printer could be dirty.

  • Solution: Arrange to have your printer cleaned.

 

Pages are black

Your toner/ink cartridge could be installed improperly.

  • Solution: Reinstall the toner/ink cartridge. If it still doesn't work, replace the cartridge.

 

Pages are blank

The sealing tape or tab may not have been removed from your toner/ink cartridge.

  • Solution: Remove the sealing tape or tab and re-install the cartridge.

Your toner/ink cartridge could be empty.

  • Solution: Replace the toner/ink cartridge.

 

Print horizontal lines or repetitive defect

The toner/ink cartridge could be not seated properly or could be defective.

  • Solution: Reinstall the toner/ink cartridge. If that doesn't work, install a new toner/ink cartridge.

 

Print is compressed or garbled

The print fonts on your document may be incompatible with the printer.

  • Solution: Change fonts or simplify your layout.

 

Print is light or faded

Your paper could be too light or heavy.

  • Solution: Check the paper weight specifications for your printer, then load paper stock with the correct specifications.

Your toner/ink cartridge could be empty or low.

  • Solution: Replace the toner cartridge.

Printer could be in TONER/INK SAVE mode.

  • Solution: Check your settings.

 

Print thin, dark, vertical black lines

Your toner/ink cartridge could be empty or defective.

  • Solution: Check the cartridge and replace it if necessary.

 

Print thin, vertical white lines or stripes

The printer could be dirty.

  • Solution: Arrange to have your printer cleaned.

The toner/ink cartridge may be nearly empty.

  • Solution: Replace the toner/ink cartridge.

 

 

Printer’s Setting Issues

 

PDF doesn’t print through Adobe

Scenario: Clients would need Adobe settings on a different/replacement computer.

Cause: The Adobe is not set as the default application to open PDFs and print from PDFs.

 

Resolution:

IST recommends to change the default application for PDFs to an Adobe application (e.g., Reader or Pro):

  1. Find any .pdf file that you own on your computer
  2. Right click on the pdf file and click Open with
  3. Click Choose another app

 

  1. Make sure to check off Always use this app to open .pdf files
  2. Find the Adobe application amongst the list of options (may have to click on More apps to show more, then click on the Adobe application and click OK

 

 

  1. Your files should now open as Adobe as default on the current computer


PDF error in Google Chrome

Scenario: Unable to print email attachments (PDF format) from the Google Chrome's built-in viewer, or  printed output may contain "blacked out" areas that do not appear on screen.

Cause: This is a known issue of the Google Chrome PDF viewer plug-in.

 

Notes:

  • E-mail attachments and file downloads in PDF format are often viewable within web browsers such as Google Chrome
  • Google Chrome's built-in PDF viewer generally works well, but can occasionally cause problems when printing documents

 

Resolution:

IST recommends disabling Chrome's built-in PDF viewer, so that PDF attachments and files will be downloaded to your computer where it can be opened in a separate application (such as Adobe Acrobat Reader or Adobe Acrobat Pro):

  1. Click on the Windows start menu and search for Google Chrome and click Open
  3. Click on the  icon in the top-right corner of the browser window
  4. Select Settings from the drop-down menu that appears


  1. On the left-hand side of the windows click Privacy and security 



  1. On the main part of the screen click Site Settings



  1. Scroll down in the main window and expand Additional content settings



  1. Click PDF documents



  1. Check the radio button next to Download PDFs



  1. Close the Settings tab and now any PDF will be downloaded to your computer and can be opened using the PDF handler of your choice

 

Driver errors for local printers

Scenario: Unable to print, unable to change the printer settings, unavailable settings for printers, or errors involved with drivers

Cause: The driver is either out of date or not installed

 

Note:

  • Any Xerox network printer with driver issues have background settings on computers that may cause the scenario above. Clients will have to contact IST for Xerox issues.
  • Troubleshooting any local printer can be done by any user (though the user may need local admin rights to their computer)

 

Resolution:

  1. First, update your Windows computer (automatic updates may update the drivers for you)
    1. Click on the Windows Start menu  and click the Settings icon
    2. Click on Update & Security
    3. Click Check for updates and click Download and install if any options pop up
    4. Let it run and restart your computer if prompted

  2. Next, check the manufacturer’s website (mentioned in Local printers section) for the manufacturer’s guide/driver downloads
    These instructions apply for Brother MFC-9130CW printers but the instructions may vary for different models

    The manufacturer’s website provides instructions to follow for their own brand
    1. If there are no instructions for drivers, find the driver that fits the model of your printer
    2. Search for the model in the manufacturer support site and download the driver. If there is an App option to download, it is best to download that (it will automatically discover the printer for you with the correct driver)

       
    3. Follow the App’s installation instructions
    4. If there is only a Driver option, click to download that with the correct computer version
  3. If the above does not resolve your issue, please contact IST as mentioned in Applicability

 

 

Appendix


 

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