Chapter 7: Printers
and Scanners
IT Essentials: PC Hardware and Software v4.0
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
1
Purpose of this Presentation
To provide to instructors an overview of Chapter 7:
 List of chapter objectives
 Overview of the chapter contents, including
student activities
student labs
 Reflection/Activities for instructors to complete to
prepare to teach
 Additional resources
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
2
Chapter 7 Objectives
 7.1 Describe the types of printers currently available
 7.2 Describe the installation and configuration process
for printers
 7.3 Describe the types of scanners currently available
 7.4 Describe the installation and configuration process
for scanners
 7.5 Identify and apply common preventive maintenance
techniques for printers and scanners
 7.6 Troubleshoot printers and scanners
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
3
Chapter 7 Labs
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
4
Introduction
 Printers produce paper copies of electronic files.
Hard copies of computer documents remain important today.
 Scanners allow users to convert paper documents into
electronic files.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
5
Types of Printers
 Computer technicians should know how to purchase,
repair, or maintain a printer.
 A customer may request a technician to:
Select a printer
Install and configure a printer
Troubleshoot a printer
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
6
Printers: Speed and Capacity
Printers available today are:
 Laser printers using electrophotographic technology
 Inkjet printers using electrostatic spray technology
 Dot matrix printers using impact technology
Used in applications that require multiple (“carbon”) copies
 Printer speed is measured in pages per minute (ppm):
Inkjet Printer
2 - 6 ppm
Laser Printer
8 - 200 ppm
 Price of a printer reflects its capacity and speed
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
7
Printers: Color and Quality
 The choice between a black-and-white printer and a
color printer depends on the needs of customers.
 A printer produces colors using subtractive mixing.
The eye sees a color that reflects from the combination of colors
on the paper.
Color wheel
The colors are cyan,
magenta, yellow,
and black (CMYK).
Quality is measured in
dots per inch (dpi).
 The more dpi,
the higher the resolution
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
8
Printers: Reliability and Cost
 Factors of reliability include:
Warranty
Scheduled servicing
Mean time between failures (MTBF)
 Total Cost of Ownership (TCO) includes:
Initial purchase price
Cost of supplies, such as paper and ink
Price per page
Maintenance costs
Warranty costs
The amount of material to be printed
The expected lifetime of the printer
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
9
Printer to Computer Interfaces
To access a printer, a computer must have an interface with
it. The following are common interface types:
 Serial data transfer is the movement of single bits of information
in a single cycle.
Serial ports are D-shell and are either male or female ports
 Parallel data transfer is the movement of multiple bits of
information in a single cycle.
Parallel data transfer is faster than serial data transfer
 Small Computer System Interface (SCSI), pronounced “scuzzy”,
uses parallel communication to achieve high data-transfer rates.
 Universal Serial Bus (USB) is a common interface for printers and
other devices.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
10
More Interface Types
 Firewire is also known as i.LINK or IEEE 1394 and is a
high-speed, communication bus that is platform
independent. Firewire devices are hot-swappable.
 Ethernet is an interface for network printers, which are
usually a resource shared on a network.
 Wireless printing technology:
Infrared requires transmitters and receivers on both devices, a
clear line of sight between the transmitter and receiver, and a
maximum distance of 15 ft (4.5 m).
Bluetooth technology uses an unlicensed radio frequency for
short-range communication.
Wi-Fi or IEEE 802.11 is a standard for wireless communication.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
11
Laser Printers
 A laser printer is a high-quality, fast printer that uses a laser beam to
create an image.
 The main components contained within a laser printer:
Toner cartridge
Laser scanner
High-voltage power supply
Paper transport mechanism
Transfer corona
Fuser assembly
Control circuitry
Ozone filter
 NOTE: You should know the components of a laser printer and the
steps required to print a page.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
12
Laser Printing Process
 The laser printer process involves six steps to print
information onto a single sheet of paper
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
13
WARNING
 The primary corona wire or grid, or the conditioning
roller, can be very dangerous.
 The voltage runs as high as -6000 volts.
 Only certified technicians should work on the unit.
 Before working inside a laser printer, you should make
sure that voltage is properly discharged.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
14
Impact Printers
 Impact printers form characters when the print head impacts
a printer tape or inked ribbon to create characters. (Daisywheel and dot-matrix printers)
 Advantages:
Uses inexpensive consumables
Uses continuous feed paper
Has copy printing ability
(“carbon copies”)
 Disadvantages:
Noisy
Low resolution graphics
Limited color capability
Slow printing, normally 32 to 76 characters per second (cps)
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
15
Inkjet Printers
 Use ink-filled cartridges that spray ink onto a page through tiny
holes, or nozzles. The ink is sprayed in a pattern on the page,
one column of dots at a time.
Produce high quality print
Easy to use
Inexpensive compared to laser printers
 Two types of inkjet nozzles:
Thermal - A pulse of electrical current is applied to heating chambers
around the nozzles. The heat creates a bubble of steam in the
chamber which forces ink out through the nozzle.
A charge is applied to piezoelectric crystals, located in the ink
reservoir at the back of each nozzle. This charge causes the crystals
to vibrate. The vibration controls the flow of ink onto the paper.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
16
Inkjet Printer Components
 A feeding mechanism draws paper in and the paper
passes by the print head where ink is sprayed onto it.
 Paper leaves the printer through the discharge
mechanism, and is wet for about 15 seconds.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
17
Solid-ink Printers
Use solid sticks of ink rather than toner or ink cartridges
 The printing process:
Step 1: Cleaning
Step 2: Spraying
Step 3: Transferring
 Advantages:
Produces vibrant color prints
Easy to use
Can use many different paper types
 Disadvantages:
Expensive (the printer and ink)
Slow to warm up
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
18
Thermal Printers
 A thermal printer uses chemically-treated paper that
becomes black when heated.
 A thermal transfer printer uses heat-sensitive ribbon,
which the print head melts onto the paper.
 Thermal printers have a longer life because there are few
moving parts.
 Disadvantages:
Paper is expensive
Paper has a short shelf life
Images are poor quality
Paper must be stored at
room temperature
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
19
Dye-Sublimation Printers
 Also called thermal dye printers
 Usually used in producing photo-quality images for graphic
printing
 Uses solid sheets of ink that change directly from solid to gas
when heated, in a process called sublimating
 Advantages:
Very high quality images
Overcoat layer reduces smearing, increases moisture resistance
 Disadvantages:
Media can be expensive
They are better for color than for
grayscale (black and white)
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
20
Installation and Configuration of Printers
When purchasing a printer, the installation and
configuration information is usually supplied by the
manufacturer:
 An installation CD that
includes drivers, manuals,
and diagnostic software
 Also available as
downloads from the
manufacturer's website
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
21
How to Set Up a Printer
1. Check the box to ensure all required cables are
provided.
2. Remove packing materials from the printer and plastic
inserts from the consumables.
3. Place printer in position. Ensure that the printer
location will not cause overheating.
4. Install paper trays.
5. Install paper.
6. Read and follow the instruction manual .
7. Connect cables.
8. Test print from computer.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
22
Power and Connect the Printer
1. Connect the appropriate data cable to the
communication port on the back of the printer.
2. Attach the power cable to the printer and the
other end to an available electrical outlet.
Warning: Never plug a printer into a UPS. The
power surge that occurs when the printer is
turned on will damage the UPS unit.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
23
Printer Driver
Printer driver is the software program that enables the
computer and the printer to communicate with each
other.
1. Find out if a newer driver is
available on the
manufacturer’s website
2. Download the driver files to
your computer
3. Install the driver
automatically or manually
4. Test the new printer driver
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
24
Printer Firmware
 Firmware is a set of instructions stored on the printer
to control how the printer operates.
 If printing problems occur or you need new features,
consider upgrading the printer's firmware.
 Download the upgrade file from the manufacturer's
website and run a setup file to install it.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
25
Printer Memory
 Printer memory is used to buffer print jobs, create
pages, or draw images for documents.
Adding printer memory can improve printing speed and allow the
printer to handle more complex print jobs.
 Print-job buffering is the ability of the printer to capture
as much of the print job into its internal memory as
possible.
 Consult the documentation for memory requirements:
Memory specifications
Memory population and availability
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
26
Upgrade Printer Memory
1. Turn off the printer.
2. Disconnect all cables.
3. Open the memory compartment.
4. Replace memory modules or add new modules.
5. Close the memory compartment.
6. Reconnect all cables.
7. Power on printer.
8. Run a self-test.
9. Print a test page.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
27
Configuration Options and Defaults
Common printer settings:
 Paper type
 Print quality
 Color printing
 Black-and-white printing
 Grayscale printing
 Paper size
 Paper orientation
 Print layout
 Duplex
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
28
Optimize Printer Performance
 Print spool settings
You may store documents that are prepared for printing in a file
in RAM called the print spool.
Spooling programs allow the application you are printing from to
finish faster. You may also print directly to the printer.
 Printer calibration
You can adjust settings to match the colors seen on the screen
and the colors on printed sheet.
 Paper orientation
You can select landscape or portrait image layout.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
29
Print a Test Page
 Print a test page to verify the following:
The printer is operating properly
The driver software is installed and working correctly
The printer and computer are communicating
 To print a test page manually:
Start > Printers and Faxes
In the Printers and Faxes window, right-click the desired
printer and follow this path: Properties > General Tab >
Print Test Page
A dialog box will open, asking if the page printed correctly. If it
did not, then built-in Help will assist you in troubleshooting
the problem.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
30
Print from an Application
 To print from Notepad:
Start > Programs > Accessories > Notepad
A blank document will open.
Enter some text in the document.
File > Print
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
31
Test a Printer from the Command Line
 Printing from the command line is limited to ASCII files
only, such as .txt and .bat files.
 To send a file to the printer from the command line, use
this path: Start > Run
 The Run box should pop up. Type cmd in the Run box,
and then click OK.
 At the command line prompt, enter the following
command: Print thefile.txt
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
32
Test Printer from Printer Panel
 Most printers have a front
panel with controls to allow
you to generate test pages.
 This method of printing
enables you to verify the
printer operation separately
from the network or computer.
 Consult the printer manufacturer's website or
documentation to learn how to print a test page from the
front panel of the printer.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
33
Sharing a Printer
 Printer sharing enables multiple network users or clients
to access a printer. Windows 2000/XP installs the print
sharing capability in the basic setup.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
34
Printer Sharing
1. Click Start > Printers and
Faxes.
2. Right-click the printer and
choose Properties.
3. Select the Share tab.
4. Click the Share this printer
radio button.
5. Keep or change share name.
6. Click Apply.

To connect to the shared printer from another computer:
Choose Start > Printers and Faxes > Add Printer
ITE PC v4.0
Chapter 7
Follow the steps using the Add Printer Wizard
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
35
Types of Scanners
 Technicians may be required to purchase, repair, or
maintain a scanner.
 The following are tasks
that a customer may
request:
Select a scanner
Install and configure a
scanner
Troubleshoot a scanner
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
36
Types of Scanners
 Scanners convert printed data or images into an
electronic data format that a computer can store or
process as required.
A scanned image can be saved, modified, and even e-mailed as
you would with any other file.
Flatbed
scanner
Handheld
scanner
All-in-one
scanner
ITE PC v4.0
Chapter 7
Drum
scanner
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
37
Resolution and OCR
 Features, quality, and speed of scanners vary.
Scanners typically create an RGB image that can be converted
into image formats such as JPEG, TIFF, Bitmap, and PNG.
An RGB image has three channels: red, green, and blue.
 Some scanners can create text documents using
optical character recognition (OCR).
OCR software is used to convert a scanned printed page into
text that can be edited with a word processor.
Resolution of a scanner is measured in dots per inch (dpi).
Like printers, the higher the dpi, the better the quality of the
image.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
38
Interfaces and Cables
 To allow communication of data, the scanner and
computer must have compatible interfaces.
 Interfaces and cables used for printers are typically the
same as those used for scanners.
Serial
Parallel
(Centronics
and DB-25)
ITE PC v4.0
Chapter 7
USB
Firewire
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
39
All-in-one Scanners
 An all-in-one device combines the
functionality of multiple devices into
one physical piece of hardware.
Scanner, Printer, Copier, and/or Fax
 Advantages:
All devices are built in
Low cost
One upgrade for all devices
ITE PC v4.0
Chapter 7
 Disadvantages:
Easy connection and setup
One problem effects all
devices
Uses one port for all devices
Not designed for heavy use
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
40
Flatbed Scanners
 Often used to scan books and photographs for archiving.
 Image is acquired by placing the document face down
on the glass. The scanner head lies beneath the glass
and moves along the item, capturing the image.
 Sheet feeders can be used with flatbed scanners to
scan multiple pages automatically.
 Maintenance:
Keep flatbed scanning glass clean.
Avoid placing items in the scanner that can scratch the glass.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
41
Handheld Scanners
 Pass the scanner head across the surface you want to
scan.
 When you want to scan an
item larger than the head of
the handheld scanner, you
must make more than one
pass to capture the full image
and then put the images back
together to form a single image
of the item that was scanned.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
42
Drum Scanners
 Produce a high-quality scanned image
 Usually used in commercial operations
 Being replaced by lower priced, high-quality flatbed scanners
 Still in use for high-end reproductions, such as archiving
photographs in museums
 To scan an image using a drum scanner:
Attach the image to a revolving drum or load it into a supporting
canister.
Drum is rotated at high speed across optical scanners. Optical
scanners move slowly across the drum surface until the entire
image is captured. The captured image is then reproduced by the
computer as a digital image file.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
43
Installation and Configuration
 An installation CD that includes drivers, manuals, and
diagnostic software will be included with the scanner.
The same tools may also be available as downloads from the
manufacturer's website.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
44
Power and Connect a Scanner
 Scanners can connect to a computer using a USB, FireWire,
network, or parallel port. Some scanners may connect using a
SCSI interface.
 Some scanners can draw all the power they need from the
USB or FireWire connector.
All-in-ones connect directly to AC power.
Scanners that do not include a printer can connect using an AC
power adapter.
 After unpacking the scanner, connect the appropriate power
and data cables.
CAUTION: Some scanners are packed for shipping with the
scanner assembly taped or blocked off to prevent damage in
transport.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
45
Install and Update Device Driver
 Once the scanner is connected and started, the computer
operating system may be able to discover the scanner
through the Plug and Play (PnP) process.
 Install the driver software from the manufacturer.
The manufacturer's website may provide more up-to-date
software.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
46
Configuration Options and Defaults
 A scanner may come with applications such as:
Graphic software for editing photographs and other images
OCR software that converts text in an image to a text
document
 Configurations may include:
Color, grayscale, or black-and-white scanning
One-touch scanning into your choice of software
Quality and resolution choices
Sheet feeders
 Color calibration between devices is important so
that you see true representations of color.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
47
Preventive Maintenance Techniques
 Printers and scanners have many moving parts that
can wear out over time or through extended use.
Moving parts can be affected by dust and other particles.
 Clean printers and scanners regularly to avoid
downtime, loss of productivity, and high repair costs.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
48
Printer Maintenance
 Printers have many moving parts and require more
maintenance than most electronic devices.
 CAUTION: Unplug the printer from the electrical source
before beginning maintenance.
 Techniques for maintaining printers:
Use manufacturer monitoring and diagnostic software.
Dot matrix printers have roller surfaces that you should clean
with a damp cloth.
Inkjet printers have paper-handling mechanisms that may
collect particles of paper over time. Wipe the area with a damp
cloth.
Clean a laser printer with a special vacuum cleaner (not a
household type) if you spill the toner. Unplug a laser printer
before cleaning it due to the high voltages.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
49
Printer Paper and Ink
 The correct type of paper helps the printer operate
better.
 Types of printer paper available include inkjet and
laser.
 Some papers, especially photo paper and
transparencies, have a right and wrong side marked by
an arrow on the package.
 Manufacturer will recommend the brand and type of ink
to use.
 If the wrong type of ink is used, the printer may not
work or the print quality may be reduced.
 Do not refill ink cartridges because the ink may leak.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
50
Scanner Maintenance
 The scanner surface should be kept clean. If the glass
becomes dirty, consult the manufacturer's user manual.
To prevent liquid from leaking into the scanner case, do not
spray glass cleaner directly on the device. Dampen a cloth with
cleaner, and then apply gently to the glass.
 If the inside of the glass becomes dirty, check the
manual for instructions on how to open the unit or
remove the glass from the scanner.
If possible, clean both sides of the glass.
When the scanner is not in use, keep lid
closed.
Never lay anything heavy on a scanner.
Store handheld scanners in a safe place.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
51
Troubleshooting Printers and Scanners
Step 1 Gather data from the customer
Step 2 Verify the obvious issues
Step 3 Try quick solutions first
Step 4 Gather data from the computer
Step 5 Evaluate the problem and implement the solution
Step 6 Close with the customer
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
52
1. Gather Data from the Customer
 Customer information
Company name, contact name, address, phone number
 Printer or scanner information
Manufacturer, model, OS, network environment, connection
type
 Description of problem
Open-ended questions
What were you doing when the problem was identified?
Closed-ended questions
Can you print from an application?
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
53
2. Verify the Obvious Issues
Some of the areas to investigate or have the customer
confirm include:
 Out of paper
 Loose cable connections
 Errors on equipment display
 Printer queue
 Errors on computer screen
 Paper jams
 Equipment power
 Low ink warning
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
54
3. Try Quick Solutions First
 Printer or scanner problems may be either in the
hardware or the software.
 Quick hardware solutions to try:
Restart the printer or scanner
Restart the computer
Ensure printer doors are closed
Reconnect the cables
Check printer for paper jams
Reseat paper in trays
Open and close printer trays
 Quick software solutions to try:
Print from another application
Remove all print jobs from the queue: Start > Printers and
Faxes > double-click the printer > Printer > Cancel All
Documents
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
55
4. Gather Data from the Computer
The data gathered from the computer can be used to
confirm the data obtained from the customer.
 Ensure the correct printer is selected as default.
 Check that the correct services are running.
 Check print monitor.
 Ensure there are no hardware issues in Device
Manager.
 Ensure the printer or scanner is configured correctly in
the Control Panel.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
56
5. Evaluate Problem & Implement Solution
If necessary, research and prioritize other possible solutions,
from the easiest to implement to the most difficult.

Go to the manufacturer's website to get the most recent
information about the printer or scanner:
Known issues with hardware
Latest version of the drivers
Proper driver for software platform
Latest version of utilities and software
FAQs
Note: Try each solution one at a time. If a solution is tried and
the problem is not fixed, then the technician should totally
reverse the attempted solution before proceeding to the
next step.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
57
6. Close with the Customer
 Closing with the customer is the final step in the
troubleshooting process.
Complete the work order.
Communicate what the problem was and how it was fixed.
Have the customer test the solution and verify that the printer or
scanner is working correctly.
 Complete all documentation and prepare an invoice for
the customer, if applicable.
Include the problem, the solution, the time it took to resolve the
problem, and your contact information.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
58
Common Problems and Solutions
Problem Symptom
ITE PC v4.0
Chapter 7
Possible Solution
Printer will not print
Delete the print job from the
queue and print again
Printer is printing unknown
characters
Uninstall and reinstall the
print driver
Laser printer prints lines or
streaks on every page
Replace the toner cartridge
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
59
Chapter 7 Summary
Printers and Scanners
 Types and sizes of printers and scanners
 Capabilities, speeds, and uses
 Connection types, cables, and interfaces
 Installing and sharing printers
 Installing scanners
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
60
Instructor Training
Activities
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
61
Activities for Instructor Training
1. Take the Quiz provided in Chapter 7 course content.
2. Complete the student lab included in Chapter 7. Make
notes of potential issues and questions that students
may have.
3. Conduct Internet research to pre-screen online
resources for students to use in completing the
student lab, 7.4.2 Lab: All-in-One.
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
62
Instructor Training Discussion
ITE PC v4.0
Chapter 7

Share and discuss with the other instructors, your
list of any potential student issues and questions
regarding the lab.

Share with the other instructors, your list of online
resources for students to use in completing the lab.
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
63
Additional Resources
 Whatis?com: IT Encyclopedia and Learning Center
http://whatis.com
 TechTarget: The Most Targeted IT Media http://techtarget.com
 ZDNet: Tech News, Blogs and White Papers for IT Professionals
http://www.zdnet.com
 HowStuffWorks: It's Good to Know
http://computer.howstuffworks.com
 CNET.com http://www.cnet.com
 PC World http://www.pcworld.com
 ComputerWorld http://www.computerworld.com
 WIRED NEWS http://www.wired.com
 eWEEK.com http://www.eweek.com
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
64
Q and A
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
65
ITE PC v4.0
Chapter 7
© 2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
66