Computers are becoming commonplace in homes and offices around
the world. The problem is that most people know so very little about
their computers, that when something goes wrong, they do not know how to
begin the troubleshooting process.
The ugly truth is that we
could opt to call the technical support phone number that came with the
computer, but you never really know what you are going to get at the
other end of the phone. You could literally spend several hours just
waiting to get to a technician, and then once you have the human on the
line, there is just as good of a chance that they will not have a clue,
as there is that they will find your solution.
I know this because
I used to work in a computer technical support call center. You would
be amazed who can pass as a technician! For most new hires, the only
pre-qualifying knowledge that is necessary is being able to navigate the
current Windows Operating System.
Management feels that if you
can navigate Windows, then you can navigate the database to dig up a
solution. The problem with this kind of thinking is that the person at
the call center is often lost to find a solution that is not yet in the
database.
Of course, all front line technicians have a help desk
to call, but in my own experience, help desk posts were assigned based
on politics and not technical knowledge. We ended up with some real
idiots at our help desk. Call those people once or twice, and you will
eventually decide that you stand a stronger chance to succeed on your
own, than you would be able to accomplish going upstream in the support
systems.
The Business of Printing Support
Fortunately, computer printers do not break that often. But when they do, troubleshooting can be a painful process.
There are some basics that you can cover to streamline the troubleshooting process.
Be
forewarned that if you ever crack the case of your printer, you should
make darn sure to disconnect the power source before you do so. Printers
that are connected to a power supply can actually charge you up with
enough current to kill you. Don't take chances with your life.
Long
before you get to the point of trying to crack the case to reach the
internals, there are several troubleshooting steps you can take.
*
Always check your power supply to see that you have a good, solid
connection. I know that it seems the most logical step to take, but you
might be surprised how often a powerless machine is discovered to be an
unplugged machine.
* If the printer has power going to it, then
turn off the machine and then turn it back on. Each printer has an
internal brain in it. Removing power temporarily from the machine will
force the computer chip inside of the printer to reset. Often times,
this will solve any issues.
* Make sure that your printer
cartridge is properly seated. Make sure the cartridge is in the printer
the way that the manufacturer intended.
* Use the printer's "self-test" feature. The manufacturer has included this to help you to eliminate common printing problems.
These four steps will help you to overcome the problems most commonly associated with printers.
For
a complete breakdown of generic troubleshooting steps, the following
URL points to the most comprehensive and easy-to-follow checklist I have
seen:
http://www.5starsupport.com/info/printer.htm
Drivers Are the Software Applications That Power Printers
A driver is the software package that enables your printer to communicate with your computer's operating system, and vise versa.
The
manufacturer of your printer sent out a software disc with the printer.
On this disk, you can find the default driver for that printer.
As
computing evolves, printer manufacturers upgrade their drivers to
either improve the printer's performance or to keep up with changing
Operating Systems.
Of course, you could go to a website that has
been established to give you a one-stop shop for finding hardware
drivers online. A couple of the most common sites of this type are:
*
http://www.windrivers.com
*
http://www.driverguide.com
While
these global sites are good, they don't always deliver the most
up-to-date drivers that are available from the manufacturer.
Here is an assortment of the Support / Driver Download URL's for most of the major manufacturers:
Brother - [http://www.brother.com/E-ftp/info/index.html]
Canon -
http://consumer.usa.canon.com/ir/controller?act=SiteMapAct&keycode=model&functionid=2&fcategoryid=205
Compaq -
http://h20000.www2.hp.com/bizsupport/TechSupport/Product.jsp?taskId=110&prodTypeId=18972&prodCatId=236252
Dell - [http://forums.us.dell.com/supportforums?category.id=printers]
Epson -
http://www.epson.com/cgi-bin/Store/support/SupportIndex.jsp?expansion=1000000
Hewlett Packard -
http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-001&h_product=236252
IBM - [http://www.printers.ibm.com/internet/wwsites.nsf/vwwebpublished/supportoverview_ww]
Konica Minolta -
http://printer.konicaminolta.com/support/index.html
Lexmark - [http://support.lexmark.com/cgi-perl/selections.cgi?target=http://support.lexmark.com/cgi-perl/support.cgi]
Okidata -
http://my.okidata.com/home.nsf/solutions%26support?openframeset
Panasonic -
http://www.panasonic.com/business/office/support/downl_drivers_printers.asp
Pitney Bowes -
http://www.pb.com/cgi-bin/pb.dll/jsp/GlobalNavigation.do?moduleName=CustomerSupport
Samsung -
http://samsungdp.com/eng/
Sharp -
http://www.sharpusa.com/products/TypeWizard1/1,2230,18,00.html
Xerox / Tektronix -
http://www.support.xerox.com/go/prodselect.asp?Xcntry=USA&metrics=HDR
The Unseen Printing Industry
Printers
are cheap to replace as a general rule. If you have a printer whose
transport motor failed, it might actually be cheaper to throw the
printer in the trash and replace it with a new one. Sure, it might seem
logical to buy a new motor and to replace the dead motor, but do compare
pricing options first.
What most people fail to realize is that
the printer companies are not making their money on manufacturing and
selling printers. Sure, they do still make a profit when you buy your
printer, but that is not the activity that keeps their stockholders
happy.
When buying a printer, it really does make a lot of sense
to compare the prices of replacement cartridges before you buy the
printer. I bought a laser printer one time and was really excited about
my new tool that is until I priced a replacement cartridge for it. $180 a
pop for a remanufactured laser printer cartridge. Egad! That was more
than I paid for the printer. I even bought a replacement printer for
less money.
Sometimes, there is a challenge to find your printer
toner cartridge at your local shopping center. With so many varieties of
printers out there, most supply stores will not keep all of the various
replacements on hand.
While it might make sense to go to the
manufacturer website to buy replacement toner kits and cartridges, they
generally charge a premium for those replacements. The manufacturer
premiums can sometimes be as much as three times more expensive than
what you can buy from a good third-party provider --- even when that
third-party provider bought the replacement from a middleman. It is just
like the airline industry. It is often cheaper to buy your plane
tickets from a travel company than from the airline itself.
With
the printer currently sitting on my desk, I save $14-$17 on my color
cartridge by buying my printer supplies from Toner-R Printing Supplies.
By using this third-party provider, I save $14 against the
manufacturer's website, and I can save $17 against Wal-Mart's prices. On
the black toner cartridge, I still save money buying from
http://www.tonerr.com.
I can save $5 against buying the replacement from the manufacturer, and
I can save $6 against buying from Wal-Mart. And, we have been trained
to believe that Wal-Mart always has the best prices. Imagine that.
When
it is time to buy a printer, never think that the manufacturer has your
best interests at heart. They are in this business to make the most
money they can, period.
Alec Boyer is a writer for the "Your Domain URL Random Page Generator" tool: [http://www.yourdomainurl.com]