Updated: Jul 25, 2019
Introduction To HP Laser Printer Service Support and Troubleshooting WHAT IS TROUBLESHOOTING? We think of troubleshooting as figuring bad definition, but its implications physical act. Frequently, they'll call expecting a dispatched technician to diagnose printer problem without any input from them. "Here's the machine. Fix it!" they seem to be saying.
In the real world, laser printer troubleshooting is a complicated, coordinated set of skills that, when properly applied, results in restoration of the machine to proper working figuring out what's wrong and fixing it.
Troubleshooting results when order available information is processed with knowledge and common sense To accomplish good, effective troubleshooting, you must start with a competent technician, ideally, a competent, experienced technician.
Competency, however, is more important than simple experience; experience is overrated if the technician doesn't approach the diagnostic tasks competently. And although competency can be developed with experience, at least a modicum of training is needed to focus his experience properly. Most printer techs practicing today are untrained or self trained, and their customers suffer as a result.
KNOW WHAT IS SUPPOSED TO HAPPEN
Experience fails when there is a need for specific information. If you don't understand the theory, an infinite number of observations may fail to teach it to you. The next article describes how a printer works and offers dozens of examples there essential information is all but impossible to "learn from experience." To be competent at troubleshooting, you must, at a minimum, master this information, understanding how impulses received from the host computer result in a properly formatted image on the page.
When you encounter a defective printer without having this understanding, you are either remembering a previous success or you're simply guessing-you aren't troubleshooting. Troubleshooting begins with a firm body of theoretical knowledge of "what is supposed to happen."
While in the training process, spend as much time as you can with the printels. Trigger Self Tests and shut your eyes while the machine proceeds. Listen carefuly to every nuance of sound and silence. Familiarize yourself with the sounds of healthy printers, so that when you encounter those same printers issuing different sounds, you'll hear the difference and know where to start looking for the problem.
TROUBLESHOOTING BEGINS WITH THE CUSTOMER'S CALL
Troubleshooting is transnational. The customer has something you want (money), while you have something the customer wants (the ability to repair). If a trade can be arranged, everyone can be happy. That's what you want-a win-win deal.
Unfortunately, most techs cut their chances in half by handling customer inquiries incorrectly. A customer will call with a question, and the tech will answer it!The customer then proceeds to ask for service, to call someone else, or to fix the machine himself with the information the tech gave him. And what can be done about it? Nothing. The tech hung up before learning who the prospect was.
I believe everybody in every company is a salesman for the enterprise that employs them. Consequently, everyone needs to focus on three fundamentals:
Helping those whose main job is either # or #2 above.
When a customer calls, before they are given any information, information must be demanded of them. You must get their name and their company's name, address and phone number. Make it a routine. Most customers won't bat an eye, but if you're concerned say, "We frequently have trouble with our phones, and I want to be able to get back to you and help you out if we're disconnected."
MOST PEOPLE WANT TO SPEAK WITH A TECHNICIAN
Customers want concise answers. They want to know what's wrong with their printers and what fixing them will cost. Existing customers may be content telling you just to send someone out, but new customers generally want reassurance that (1) you know what you're talking about, (2) they can afford your service, and (3) you'll respond in a timely fashion.
Companies with three or more techs should invest in a service writer. This person could also do other things, but his or her primary job would be dealing with customers and dispatching techs to solve their problems.
After you've found out who the customer is, and you've taken the pertinent information, learn all you can about the malfunctioning printer. Be absolutely certain that you find out the exact brand and model of printer that the customer is calling about!
While you're on the phone, ask the customer enough questions to effectively isolate and diagnose the problem. In 95 percent of the cases, I can give the customer a firm "not-to-exceed" estimate of repair costs. If that estimate tallies with his concept of value (I know it usually will; my prices are based on research, not guesswork), the customer will nearly always ask me to perform the repair.
RELATE THE PROBLEM TO THE CUSTOMER
Because mine is a customer-oriented company, we diagnose with a method that reflects the customer's complaint or description of the problem. It turns out that all customer complaints generating service requests fall into six general categories:
Jams (Paper Path Problems)
Noises and Smells
Usually, if a problem falls in the first five categories, there is no error message to help explain what's going on. The big exception to this has to do with paper path problems. If a machine jams, it will generate an error message. In other articles we will discuss real paper jams, error messages and phantom or fake jams. Let's take a close look at each category
Power Problems - The customer says, "I turn on the printer and nothing happens. Please, don't take that as gospel. "Nothing happens" means different things to different people. It can mean everything from "absolutely no noise, light, sound movement or smell" to "it made all the noises, but no paper moved through the machine." When taking the customer's call, ask enough questions to satisfy yourself that you are dealing with the likely failure of a Power Supply or Power Module. In other articles we review, "Power Problems," we'll learn what to ask, how to confirm it, and what the common power problems are on various popular printers.
Communications Problems - These problems represent some of the greatest challenges to technicians and the lowest rewards to his company. The customer sees a computer message that says, "Printer not ready, check cable," or something similar. The true problem is that data will not transfer properly from the host system