Printers - Getting help with printer trouble from the DoIT Help Desk

The DoIT Help Desk can provide only limited assistance with printer issues.

Effective Monday, April 6th, the Walk-In Help Desk will no longer offer onsite troubleshooting and laptop pickup.

Personal Printers

Basic help

The DoIT Help Desk will generally provide best effort support over the phone for problems with personal printers for support students, faculty, and staff. This may include roughly 15 minutes of assistance reinstalling the printer drivers, checking printer status, etc. You may also refer to the self-help troubleshooting advice found in Printer - General Troubleshooting Advice. If you call for assistance and we are unable to resolve the issue over the phone, there are two remaining options:

  • You bought the printer from the DoIT TechStore - You may choose to bring the printer and printer cables to the DoIT Help Desk's Walk-in Help Desks for further support. We will spend roughly 15 minutes working to resolve the issue. If we are unable to get the printer working again after 15 minutes, you will need to contact the manufacturer for further assistance unless the printer is still covered under the TechStore's exchange policy. Due to the Walk-In Help Desk no longer offering onsite troubleshooting effective April 6th, please contact the manufacturer for assistance.

    NOTE: If you are having issues setting up a wireless printer, the Help Desk will be unable to assist you at our walk-in locations. Wireless printers require manual set up on your network and we are unable to replicate that environment at our walk-in location.

  • The printer was not purchased from the TechStore - You will need to contact the manufacturer or the store from which you bought the printer for further help.

Hardware issues

The most common hardware issues include paper no longer feeding through the printer properly, pages printing incorrectly or not at all even following a ink/toner change, the printer not powering on at all, etc.

Most personal printers are inkjet printers. Unfortunately, these are not able to be repaired by neither DoIT Repair or Departmental Support services. If the DoIT Help Desk believes your printer is suffering from a hardware issue, you will generally need to speak to the manufacturer of the printer for further help unless the printer was purchased from the DoIT TechStore and is still covered under their exchange policy.

Departmental Printers

Basic help

The DoIT Help Desk can only provide very basic assistance with departmental printer issues. This primarily includes reinstalling printer drivers. If that does not fix the problem (or if you do not have administrator access for the computer) then you will generally need to contact your local IT support staff for further assistance.

See Also:

Keywords:printers inkjet ink jet laser printing unable to print problems issues help helping assistance techstore tech store repair departmental support laserjet officejet 3830   Doc ID:13260
Owner:Help Desk KB Team .Group:DoIT Help Desk
Created:2010-02-07 19:00 CDTUpdated:2021-06-22 13:04 CDT
Sites:DoIT Help Desk, DoIT Tech Store
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