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Module 6: Resolving Print Issues

Contents Overview Lesson: Installing Local and Network Printers Lesson: Troubleshooting Printer Drivers Lesson: Troubleshooting Printers and Print Jobs Lesson: Auditing Printers Lab: Resolving Print Issues 1 2 13 22 31 37

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Instructor Notes
Presentation: 105 minutes Lab: 15 minutes This module enables students to identify and resolve print issues. After completing this module, students will be able to:
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Install local and network printers Troubleshoot issues with printer drivers Troubleshoot issues with printers and print jobs Audit printers

Required materials

To teach this module, you need the following materials:


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The Microsoft PowerPoint file 2261A_06.ppt The Printing Terminology multimedia activity

Students will need two files to complete one of the practices in this module. These files can be found in the subfolders contained within the following parent folder: c:\Program Files\Microsoft Learning\2261\Practices\Mod06. The required files and folders are:
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SystemLog.evt SecurityLog.evt

Preparation tasks

To prepare for this module:


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Read all of the materials for this module Read the associated materials in the Knowledge Base (Knowledge Base) and other online resources referred to in the text Review the Printing Terminology activity Complete the practices and lab

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Module 6: Resolving Print Issues

How to Teach This Module


This section contains information that will help you to teach this module.

Multimedia
The multimedia files are installed on the instructor computer. To open a multimedia presentation, click the animation icon on the slide for that multimedia presentation.

Lesson: Installing Local and Network Printers


This section describes the instructional methods for teaching this lesson. Printing Terminology In this lesson, remind students that printers operate with a variety of media and have diverse characteristics. Emphasize that the six key terms introduced in this section apply to all types of printers. If students are having problems understanding printing terminology, have them launch the Printing Terminology activity, which helps them learn the definitions of the basic components of the printing process. In this activity, students drag labels to the appropriate graphic of a component to reveal the definition. Students can also click Show Me to reveal all definitions. When all labels are in place on the diagram, have students click Play to view a short animation of the printing process. Explain to students that this activity presents content for them to learn. It is not an evaluation. How to Install and Remove Local Printers How to Install and Remove Network Printers How to Troubleshoot Print Installation In this topic, emphasize that the preferred method for installing a non-Plug and Play printer is to use the manufacturers installation CD. In this topic, emphasize the importance of determining whether the user is in a peer-to-peer workgroup or in a Microsoft Active Directory directory service domain. In this topic, open the Microsoft Windows XP Printing Troubleshooter on your computer and quickly demonstrate its usefulness in troubleshooting printer installation issues. Keep the focus on printer issues; defer printer driver issues to the next lesson. In this practice, the students install a local printer and create a network printer. A printer in the classroom is not needed for this exercise.

Practice: Configuring a Local Printer

Lesson: Troubleshooting Printer Drivers


This section describes the instructional methods for teaching this lesson. What Is a Printer Driver? How to Install a Printer Driver How to Update Printer Drivers In this topic, ensure that students clearly understand the definition and function of a printer driver. Demonstrate the drivers directory on your computer. In this topic, demonstrate the Add Printer Wizard to familiarize the students with its requirements. In this topic, use the steps on the topic page to demonstrate how to access a newer version of a current printer driver.

Module 6: Resolving Print Issues

How to Troubleshoot Printer Drivers

In this topic, demonstrate how quickly students can use Notepad as a first step in troubleshooting printer driver issues. After discussing the common printer driver issues and their resolutions, briefly show the students how to use the Microsoft Printing Solution Center at http://www.microsoft.com/ insider/printhelp. In this practice, instruct the students to search for Knowledge Base articles that relate to the printer drivers issues that are described in the three practice activities. When they are finished, facilitate a discussion on the Knowledge Base articles that they found, and how they would resolve the issues. The Knowledge Base articles that the students should find are listed on the Practice page of the instructor guide.

Practice: Troubleshooting Printer Drivers

Lesson: Troubleshooting Printers and Print Jobs


What Are Print Permissions? How to Manage Print Permissions How to Redirect Print Jobs How to Move and Reset a Spooler How to Troubleshoot Printers and Print Jobs Practice: Troubleshooting Printers and Print Jobs In this topic, ensure that that students understand the distinctions between the types of print permissions. In this topic, perform the steps on the topic page to demonstrate how to manage print permissions. In this topic, ensure that the students understand the definition and importance of redirection. If time permits, demonstrate how to install a printer with a redirected local port. In this topic, demonstrate how to move and reset the print spooler.

In this topic, emphasize that printing problems are commonly related either to print permissions or to the print jobs. During the setup for this course, two groups were created in Active Directory on London: PrintYes and PrintNo. In addition, half of the student accounts were added to one group, and the other half were added to the other group. In this practice, students will send a document to a printer. You will configure print permissions for HPLaserJ on London so that the PrintYes group will be able to print and the PrintNo group will not be able to print. To help the students understand how to troubleshoot the problem they will encounter in this practice, demonstrate the following steps on London. Instruct the students to watch the steps you perform without discussion. 1. On London, log on to the domain as Administrator with a password of P@ssw0rd. 2. Click Start, then Printers and Faxes. 3. Right-click the HP LaserJet 5 printer, and then click Properties. 4. On the Security tab, highlight the Everyone group, and then click Remove. 5. Click Apply. After you have completed these steps, instruct the students to complete the steps on the practice page.

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Module 6: Resolving Print Issues

After the students have completed their steps, ask them to explain the error messages they all received. Everyone will receive errors because the printer does not physically exist on London. However, only those students in the PrintNo group will receive Access Denied errors.

Lesson: Auditing Printers


What Is Printer Auditing? How to Audit Print Jobs How to Audit Print Permissions Practice: Auditing Printers In this topic, explain the purpose of auditing, and then demonstrate how to enable auditing. Emphasize the points that relate to Windows XP Professional and to Windows XP Home Edition. In this topic, demonstrate how to use the System log to audit print jobs. In this topic, ensure that students understand the difference between auditing print jobs and auditing print permissions. Demonstrate how to view the Security log. In this practice, students will examine log files in Event Viewer to find security issues that are related to people who are not authorized to access a printer or to delete documents. To perform this exercise, students must copy SecurityLog.evt and SystemLog.evt onto the desktops of their classroom computers.

Lab: Resolving Print Issues


After completing this lab, students will be able to troubleshoot printer sharing issues. In this lab, they will examine sample phone calls from two customers and determine the best solutions to the customers issues. Instruct students to be prepared to discuss their solutions with the class. Lead a discussion of the students solutions.

Module 6: Resolving Print Issues

Overview

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction In virtually every situation in which people are using a Microsoft Windows desktop operating system, their computers are connected to printers. In this module, you will learn how to troubleshoot printer installations, printer drivers, and issues related to print jobs. You will also learn how to audit various aspects of printer usage. After completing this module, students will be able to:
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Objectives

Install local and network printers Troubleshoot issues with printer drivers Troubleshoot issues with printers and print jobs Audit printers

Module 6: Resolving Print Issues

Lesson: Installing Local and Network Printers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction You receive a call from a customer who says, I just bought a new computer, and I have it networked with my other computer. Can you tell me how to set up the new computer so that it can print to our printer? How would you respond? Lesson objectives After completing this lesson, you will be able to:
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Explain common printing terminology Install and remove local printers Install and remove network printers

Module 6: Resolving Print Issues

Printing Terminology

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction Print device To understand printers and printing technology, and to troubleshoot print issues effectively, it is necessary to know the meanings of common printing terms. In Windows, a print device is the physical printer. A print device may be connected to the local computer through an LPT (logical device name for a line printer) cable or infrared or it can be a network printer that the user prints to directly. A print job is a document sent to the printer that can be one page or hundreds of pages. To avoid having to print individual documents separately, some programs can group multiple documents into a single print job. A printer driver is a software program that enables other programs to communicate with a particular printer. To assure users that they are using the highest quality drivers, Microsoft digitally signs the printer drivers that pass the Windows Hardware Quality Lab (WHQL) tests. This digital signature is associated with individual driver packages and is recognized natively by Windows. A print spooler is a software program that intercepts a print job on its way to the printer and sends it to disk or memory instead, where the print job is held until the printer is ready for it. In other words, the print spooler receives, processes, schedules, and distributes documents for printing. A print queue is a buffer for documents and images that are waiting to be printed. When an application places a document in a print queue, it is held in a special part of the computers memory, where it waits until the printer is ready to receive it.

Print job

Printer driver

Print spooler

Print queue

Module 6: Resolving Print Issues

Printer port

A printer port is the means through which a printer is connected to a computer. The most common types of ports used for printing are:
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Parallel port. Sends and receives data eight bits at a time, in parallel, using a 25-pin connector called a DB-25 connector. In the past, printers were usually connected through the parallel port, which is typically identified in the operating system by the logical device name LPT. The term printer port is often used synonymously with parallel port. Universal Serial Bus (USB) port. Connects up to 127 peripherals, such as external CD-ROM drives, printers, modems, pointing devices, and keyboards, to the system through a single, general-purpose port. A USB port is designed to automatically add and configure new devices and add devices without having to shut down and restart the system. Institute of Electrical and Electronics Engineers (IEEE) 1394 port. Uses a high-speed, serial bus input/output standard and a 4- or 6-pin connector. The IEEE 1394 bus is used primarily to connect digital video and audio devices, but some new printers support this type of port. Most printers use USB connections. Infrared ports. Optical ports on computers that interface with infraredcapable devices. Infrared ports use infrared light to wirelessly transfer information between a computer and another computer, or device such as a printer. Virtual network printing ports. Software-based instead of using a physical connector on the computer. Communication with the printer is accomplished by using standard networking protocols over a network.

Note To learn more about printing terminology and to test your knowledge, see the activity Printing Terminology. To start the activity, open the Web page on the Student Materials compact disc, click Multimedia, and then click the title of the activity. Do not start this activity unless you are instructed to do so by the instructor.

Module 6: Resolving Print Issues

How to Install and Remove Local Printers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Local vs. Network Printers are either local or network. A printer is considered local to the computer when the computer communicates directly with the printer. With network printers, communication occurs indirectly through another computer on the network that is sharing its own local printer. Printers typically come with an installation CD that is provided by the manufacturer that includes a custom Wizard to install the necessary drivers and to configure printer settings automatically. The best method for installing a new printer is to use this CD and follow the manufacturers setup instructions. If, however, the manufacturers installation CD is not available, connect the printer to the appropriate port on the computer, and ensure that printer is turned on and indicates that it is ready to print. Although Windows automatically detects and installs most printers, the installation may require additional information before it is complete. Installing a parallel port printer To install a printer that uses a parallel port to connect to the computer: 1. Attach the parallel cable to the printer and the computer, and turn on the printer. 2. In Windows XP, click Start, and then click Printers and Faxes. In Windows 2000 Professional, click Start, click Settings, and then click Printers. 3. Click Add a printer to start the Add Printer Wizard, and then click Next. 4. Select Local Printer, verify that the Automatically detect and install my Plug and Play printer check box is selected, and then click Next. Depending on the printer you are installing, a Found New Hardware message or the Found New Hardware Wizard appears to notify the user that the printer has been detected and that installation has begun. 5. Follow the instructions in the Wizard to complete the printer installation.

Module 6: Resolving Print Issues

Installing a USB or IEEE 1394 printer Installing an infrared printer

When Windows detects a USB or IEEE 1394 printer, Windows automatically starts the Found New Hardware Wizard. You do not need to shut down or restart the computer; follow the instructions on the screen to finish the setup. Windows also detects and automatically installs infrared printers. First, ensure that the infrared-enabled computer and the printer are turned on. Then, position the computer and printer within approximately one meter of each other to establish a wireless infrared connection. After several seconds, the computer recognizes the printer, and the appropriate drivers are installed on the computer. If the computer does not automatically detect any of these types of printers, you must install the printer manually. 1. Open Printers and Faxes, click Add a printer to start the Add Printer Wizard, and then click Next. In Windows 2000 Professional, open Printers, click Add a printer to start the Add Printer Wizard, and then click Next. 2. Select Local printer, clear the Automatically detect and install my Plug and Play printer check box, and then click Next. 3. Follow the instructions in the wizard to finish setting up the printer by selecting a printer port, selecting the manufacturer and model of your printer, and typing a name for your printer. Note If the drivers for a printer are not included with Windows, then Windows prompts you to insert a manufacturers disk containing the drivers. To print directly to a printer that is attached to the network, install it as a local printer and configure a TCP/IP port (Transmission Control Protocol/Internet Protocol port), which acts like a virtual printer port. You must know the IP address of the printer and the type of network interface that the printer uses.

Installing a printer manually

Uninstalling a local printer

The best method for uninstalling a local printer is to use the custom uninstall program that is provided by the manufacturer. If a custom uninstall program is not available, you can remove a printer manually. To manually uninstall a local printer: 1. Shut down the computer and physically remove the printer connection. 2. In Windows XP, restart the computer, and open Printers and Faxes. In Windows 2000 Professional, restart the computer, and open Printers. 3. Right-click the icon for the printer to uninstall, and then select Delete. Note This will only delete the print device; the printer driver for that printer will not be deleted. 4. In Windows XP, select Server Properties from the File menu. In Windows 2000 Professional, select Print Server from the File menu. 5. Click the Drivers tab, select the driver for the printer that you deleted, and then click Remove.

Module 6: Resolving Print Issues

How to Install and Remove Network Printers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction In a network environment, printers can be made available to other network users by sharing, just like shared files and folders. If a printer is shared on the network, a user can install that printer through the network. Access rights to the printer, as well as compatible drivers for the users version of Windows, may need to be loaded on the computer that is sharing the printer. To install a network printer: 1. In Windows XP, open Printers and Faxes, click Add a printer to start the Add Printer Wizard, and then click Next. In Windows 2000 Professional, open Printers, click Add a printer to start the Add Printer Wizard, and then click Next. 2. Select A network printer, or a printer attached to another computer, and then click Next. At this point, the procedure for installing a network printer differs slightly depending on whether you are in a peer-to-peer workgroup or a Microsoft Active Directory directory service domain. 3. If you are in an Active Directory domain: a. Select Find a printer in the directory, and then click Next. You can search for printers that are available to you by domain, printer name, location, and model. b. Define your search parameters, and then click Find Now. A list of available printers that match your search criteria will display. c. Select the printer that you want to install, and then click OK.

Installing a network printer

Module 6: Resolving Print Issues

If you are in a peer-to-peer workgroup: a. Select Connect to this printer, and enter the Universal Naming Convention (UNC) name of the printer in \\server\printer, where server is the name of the network computer that you want to connect to, and printer is the name of the print share on the computer. Tip You can leave the name field blank, and click Next to browse for a printer. b. Browse through the list of computers that are currently sharing printers, select the printer you want to install, and then click Next. When you select a printer to install, the computer that is sharing the printer will automatically download the necessary drivers for that printer. Note Products in the Microsoft Windows Server 2003 family support several advanced printing features. One of these features is that users do not have to install a printer driver on a Windows XP client computer to enable it to use a printer. The driver is downloaded automatically when the client connects to a print server computer running a Windows Server 2003 family operating system. Uninstalling a network printer To uninstall a network printer: 1. Right-click the icon for the printer that needs to be removed, and then select Delete. Note This will only delete the print device; the printer driver for that printer will not be deleted. 2. To remove the printer driver in Windows XP, select Server Properties from the File menu. To remove the printer driver in Windows 2000 Professional, select Print Server from the File menu. 3. Click the Drivers tab, select the driver for the printer that you deleted, and then click Remove.

Module 6: Resolving Print Issues

How to Troubleshoot Printer Installations

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Common printer installation issues Most problems surrounding printer installations involve driver issues, which are covered in the next lesson. However, there are issues you may encounter that are not driver related. Some common issues and their resolutions are:
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A user says that Windows does not recognize the Plug and Play printer. Begin troubleshooting by asking the most basic questions. Verify that the power is connected to the printer and that the printer is turned on. Verify that the cables are properly connected, and try to determine the type of connection to the computer.

A user installed a printer with the Add Printer Wizard and everything seemed to work, but when the user sends a file to the printer, he receives a message that the document did not print. Verify that the user selected the correct port. The wizard defaults to the parallel port, which is LPT1, but the printer may be attached to a different port, such as a serial (COM) port.

A user is trying to install a local printer, but the local printer option in the Add Printer Wizard is unavailable. Verify that the user has the correct local privileges on that computer to install a printer.

A user has a printer from a lesser-known manufacturer or a manufacturer who is no longer in business. Windows is unable to recognize the printer and no installation CD is available from the manufacturer. Research whether the printer emulates a well-known printer. Some printers are clones of models that are produced by other manufacturers. You can attempt to use the driver for the better-known printer.

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Verifying a printer installation

To help the user ensure that their printer works, you can use the following methods to verify the printer installation:
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Print a test page. On non-PostScript printers, print from the command line. Open a command prompt, and then type Dir > LPT1 Print from Notepad. Open Notepad, type in some text and then attempt to print. This method verifies that the printer driver is correct, and confirms that the problem lies with the application. If a user cannot print from Notepad, the problem lies with the printer driver.

Troubleshooting wizard

Windows XP includes a wizard to help troubleshoot printing issues. To access the Printing Troubleshooter:
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On the left side of the Printers and Faxes window, click Troubleshoot printing. Or Double-click the printers icon and, on the Help menu in the print queue window, click Troubleshooter.

Additional reading

For more information on installing printers, see article 308028 in the Microsoft Knowledge Base.

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Practice: Configuring a Local Printer

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Objective Practice In this exercise, you will install a local printer and create a network printer.

! Install a local printer


1. Log on to the domain as ComputerNameAdmin with a password of P@ssw0rd. 2. Click Start, and then click Printers and Faxes. 3. On the Printers and Faxes page, click Add a printer. 4. In the Add Printer Wizard, click Next. 5. Select Local printer attached to this computer, clear the Automatically detect and install my Plug and Play printer check box, and then click Next. 6. Select Create a new port, click Next. 7. In the Port Name dialog box, in the Enter port name box, type Test Port and then click OK. 8. In the Manufacturer list, select HP and in the Printers list select HP LaserJet 5, and then click Next. 9. On the Name Your Printer page, click Next. 10. Click Next. 11. On the Print Test Page, select No, click Next, and then click Finish.

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! Create a network printer


1. On the Printers and Faxes page, click Add a Printer. 2. In the Add Printer Wizard, click Next, select A network printer, or a printer attached to another computer, and then click Next. 3. On the Specify a Printer page, select Find a printer in the directory, and then click Next. 4. In the Find Printers dialog box, click Find Now, select HP Laser Jet 5, and then click OK. 5. Click Next, and then click Finish. 6. Close all windows and log off.

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Lesson: Troubleshooting Printer Drivers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction You receive a call from a customer who says, Im trying to install drivers for my HP PhotoSmart P1215 printer onto my computer, which is running Windows XP. However, I get an error message that says, The current printer driver is not compatible with a policy enabled on your computer that blocks Microsoft Windows NT 4.0 or Windows 2000 kernel mode drivers. What does this mean? How would you respond? Lesson objectives After completing this lesson, you will be able to:
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Explain printer drivers Install a printer driver Update printer drivers

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What Is a Printer Driver?

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Definition A printer driver is a software program that enables other programs to communicate with a particular printer. Many printing issues are the result of improperly installing and configuring the printer driver or using the wrong driver. Windows XP and Windows 2000 Professional store printer driver files in the C:\Windows\System32\spool\Drivers\W32X86 folder. There may be instances in which a printer driver cannot be removed using normal methods, such as when some of the driver files have become corrupted. In these cases you may need to remove the driver files manually. Printer drivers are normally composed of several files. A typically driver will contain a configuration file (.dll), a driver file (.dll), a data file (.ppd), a Help file (.hlp), and one or more dependent files (.ntf).

Driver files

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How to Install a Printer Driver

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction The best method for installing a printer driver is to use the installation CD that is provided by the printer manufacturer. Most printer manufacturers include a custom wizard on the CD to install the necessary drivers and to automatically configure printer settings. Users can also manually install printer drivers for a particular printer by using the Add Printer Wizard. With this method, it is not necessary for the printer to be attached to the computer. In the Add Printer Wizard, users will need to specify:
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How the printer is attached to the computer; that is, whether it is a local or network printer. The port that the printer uses. A name for the printer.

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After a user has added the printer, an icon appears on the Printers and Faxes page, and the user can then use the printer. Note It is possible to install printer drivers but not have them linked to a specific printer.

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Installing a printer driver

To install a printer driver by using the Add Printer Driver Wizard: 1. In Windows XP, open Printers and Faxes. In Windows 2000 Professional, open Printers. 2. On the File menu, select Server Properties, click the Drivers tab, and then click Add. 3. Complete the Add Printer Driver Wizard by selecting the manufacturer and model of the printer, and selecting the environment and operating system. When you have finished steps in the wizard, the driver will appear in the list of installed drivers.

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How to Update Printer Drivers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction When updating printer drivers, it is best to obtain the newest driver from the printer manufacturer and follow the recommended procedure for installing the update. Usually the printer manufacturer will provide a custom utility for automatically installing the updated driver. However, there will be instances in which the user must update a printer driver manually. If the printer is from a company that has gone out of business and there is no current driver available, it might be possible to use a driver for a different type of printer. You may need to try a number of similar drivers to find one that works best with the users printer. Updating the current driver To update the current printer driver: 1. In Windows XP, open Printers and Faxes. In Windows 2000 Professional, open Printers. 2. Right-click the printers icon, click Properties, and then click the Advanced tab. 3. If an updated driver is already installed, select it from the Driver drop-down list, and complete the steps in the wizard. 4. If an updated driver is not installed: a. Click New Driver to start the Add Printer Driver Wizard. b. Select the manufacturer and model, or click Have Disk if you know the location of the driver files, and complete the steps in the wizard. Clicking Have Disk enables users to browse to the location where the driver files are stored, whether on the hard disk, a floppy disk, a compact disc, or a network location. After completing the wizard, the driver will be installed and automatically selected for the current printer.

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How to Troubleshoot Printer Drivers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Troubleshooting tips If a user is unable to print, you can easily determine if the driver is the problem by having the user attempt to print from Notepad. Successful printing confirms that the printer driver is functioning correctly and that the problem lies with the application. If the user cannot print from Notepad, the problem lies with the printer driver. Another method to troubleshoot printer driver issues is to try printing with a different printer driver. If the problem does not occur with a different driver, the user may need to update or reinstall the original printer driver. Use one of the following methods to locate updated printer drivers:
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Check the printer manufacturers Web site. Go to Windows Update to automatically scan the computer for new and updated printer drivers. Access a third-party source for printer drivers.

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Common printer driver problems

Most problems surrounding printer installations have to do with driver issues. The following are some of the more common problems and their resolutions:
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A user receives an error message and is unable to print because of a corrupted printer driver. Remove and then reinstall the driver. If, during the removal process, the user is prompted to remove extra files left on the system, instruct the user to click Yes.

When a user clicks Finish in the Add Printer Wizard, she may receive the error message Printer driver was not installed. Operation could not be completed. This message occurs if the user installed a Windows 95-based, Windows 98-based, or Windows Millennium Edition-based printer driver onto Windows XP. The Windows 95-based and Windows 98based printer drivers are not compatible with Windows XP. Use a Windows XP-based printer driver that ships with Windows XP, or comes directly from the printer manufacturer. If a Windows XP-based printer driver is unavailable, try a Windows 2000 Professional-based printer driver.

A user has a working printer driver installed and uses System Restore to create a checkpoint to preserve the current configuration. The user then upgrades the driver, or installs a new driver, with files that are in common with the currently installed driver. After the installation, the user cannot print because one of the printer driver files is incompatible with the other drivers that are installed on the computer. The user then restores the computer to the checkpoint that he created before using System Restore, but the printer still does not work. To resolve this problem, open the Printer Properties, and on the Advanced tab, select the last driver that the user installed from the driver list.

Additional reading

For more information on printer-related issues, see the Microsoft Printing Solution Center at http://www.microsoft.com/insider/printhelp.

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Practice: Troubleshooting Printer Drivers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Objective In this practice, you will use the Knowledge Base to troubleshoot printer driver issues. In the space below each scenario, write the Knowledge Base article number that provides a resolution for the issue and a brief description of how you would resolve the issue. You receive a call from a customer who says, Im trying to install drivers for my HP PhotoSmart P1215 printer on my computer, which is running Windows XP. But I get an error message that says, The current printer driver is not compatible with a policy enabled on your computer that blocks Windows NT 4.0 or Windows 2000 kernel mode drivers. What does this mean? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Knowledge Base article 302991. Practice 2 You receive a call from a customer who says, I have a Lexmark Color 4079 Printer. Is there a compatible driver in Windows that I can use with this printer? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Knowledge Base article 177512.

Practice 1

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Practice 3

You receive a call from a customer who says, My computer is running Windows XP, and I had some file errors on the hard disk. I think some of my printer driver files may have been corrupted. How can I remove the files? _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Knowledge Base article 135406.

Practice 4

You receive a call from a customer who says, Im running Windows XP on my computer, and I was installing additional printer drivers on it because I want to provide driver support for other operating systems. However, I receive an error message that says, Please provide a printer driver. Type the path where the file is located, and then click OK. What should I do? _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Knowledge Base article 311761.

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Lesson: Troubleshooting Printers and Print Jobs

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction You receive a call from a customer who says, My printer stopped working. I tried turning it off and back on again but nothing happens. What else can I try? How would you respond? Lesson objectives After completing this lesson, you will be able to:
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Explain print permissions Manage print permissions Redirect print jobs Move and reset a spooler Explain the private printing process

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What Are Print Permissions?

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction Print permissions specify the type of access that a user or group has to a printer. Printer permissions are Print, Manage Printers, and Manage Documents. Using and modifying specific print permissions is important in a corporate environment where printers are shared from servers and controlled by an administrator. In most corporate network environments, users are not allowed to share printers from their local computers. However, in a home network environment, specific permissions are not as important and default permissions are suitable. Note You cannot set specific permissions if simple file sharing is enabled in Windows XP Professional or in Windows XP Home Edition. Managing print permissions When a printer is installed on a network, default printer permissions are assigned that allow all users to print, and allow select groups to manage the printer, the documents sent to it, or both. Because the printer is available to all users on the network, you might want to limit access for some users by assigning specific printer permissions. For example, all non-administrative users in a department could have the Print permission, while all managers have the Print and Manage Documents permissions. That way, all users and managers can print documents, but managers can also change the print status of any document sent to the printer.

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Windows printing security permissions

The levels of printing security permissions are: Print, Manage Printers, and Manage Documents. Each of these three permissions can be set to Allow or Deny. When multiple permissions are assigned to a group of users, the least restrictive permissions apply. However, when Deny is applied, it takes precedence over any other permission. Print permissions and a description of the tasks that users can perform at each permission level are:
!

Print. Allows the user to connect to a printer and send documents to the printer. By default, the Print permission is assigned to all members of the Everyone group. Manage Printers. Allows the user to perform the tasks that are associated with the Print permission and have complete administrative control of the printer. The user can pause and restart the printer, change spooler settings, share a printer, adjust printer permissions, and change printer properties. By default, the Manage Printers permission is assigned to members of the Administrators and Power Users groups. Note By default, members of the Administrators and Power Users groups have full access, which means that these users are assigned the Print, Manage Documents, and Manage Printers permissions.

Manage Documents. Allows the user to pause, resume, restart, cancel, and rearrange the order of documents that are submitted by all other users. The user cannot, however, send documents to the printer or control the status of the printer, such as pausing the printer or setting it to offline. By default, the Manage Documents permission is assigned to members of the Creator Owner group. Users with the Manage Documents permission cannot access existing documents that were waiting to print before permission was granted. The permission only applies to documents that are sent to the printer after the permission is assigned to the user.

Deny. Prevents the user from using or managing the printer, and from adjusting any permissions on the printer.

Default print permissions for groups

Windows grants print permissions to six groups of users. By default, each group is assigned a combination of the Print, Manage Documents, and Manage Printers permissions as shown in the following table.
Group Administrator Creator Owner Everyone Power Users Print Operators Server Operators X X X X X X X X X X Print X Manage Documents X X Manage Printers X

Note The Print Operators and Server Operators groups are located only on domain controllers.

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How to Manage Print Permissions

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction Managing print permissions Print permissions for specific printers are managed from the Security tab of the printers Properties page. To manage print permissions: 1. In Windows XP, open Printers and Faxes. In Windows 2000 Professional, open Printers. 2. Right-click the printer for which you want to set permissions, click Properties, and then click the Security tab. 3. Do one of the following: To change or remove permissions from an existing user or group, click the name of the user or group. To set up permissions for a new user or group, click Add. In the Name box, type the name of the user or group, click Add, and then click OK. 4. In the Permissions box, click Allow or Deny for each permission that you want to set. Or, to remove the user or group from the permissions list, click Remove. Note To make these changes, you must have the Manage Printers permission. To view or change the underlying permissions that make up Print, Manage Printers, and Manage Documents, click the Advanced button. 5. Click OK to close the Properties dialog box.

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How to Redirect Print Jobs

*****************************ILLEGAL FOR NON-TRAINER USE****************************** What is redirection? In Windows, you can configure a printer to print to a local port that is configured to send print jobs to another shared printer on the network. This process is called redirection. Redirection makes it possible to send print jobs that are waiting in the queue of one printer to another printer, as long as the second printer is either the same or uses a compatible driver. For example, if a printer stops working and you still have print jobs pending for that printer, you can redirect those print jobs to another printer. Installing a printer with a redirected local port To install a printer with a redirected local port: 1. Start the Add Printer Wizard, and then click Next. 2. Select Local Printer, and then click Next. 3. Select Create a new port. 4. In the Type box, select Local Port, and then click Next. 5. In the Port name box, type the share name \\PrintServer\Sharename, where PrintServer is the name of the computer with the print share, and Sharename is the share name of the printer. 6. Continue the wizard and install the appropriate driver for the device. Modifying the port settings of a failed printer To modify the port settings of a failed printer: 1. In Windows, open Printers and Faxes. In Windows 2000 Professional, open Printers. 2. Right-click the printers icon, and then select Properties. 3. On the Ports tab, click Add Port. 4. Select Local Port, and then click New Port. 5. Enter the share name (\\PrintServer\Sharename), and then click OK.

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How to Move and Reset a Spooler

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Moving the location of the print spooler There may be instances, such as a lack of sufficient storage space on drive C, when it is desirable to move the spooler location. The default locations of the spool files are as follows:
! !

In Windows XP, C:\Windows\System32\spool\Printers In Windows 2000 Professional, C:\WINNT\System32\spool\Printers

To move the location of the print spooler: 1. In Windows XP, open Printers and Faxes. In Windows 2000 Professional, open Printers. 2. On the File menu, click Server Properties. 3. Click the Advanced tab. 4. In the Spool Folder box, type the path that you want to use. 5. Click OK. Resetting the spooler At times, it may be necessary to reset the print spooler. For example, if documents become stuck in the queue and you are unable to remove or cancel them, then you may need to clear them out by resetting the spooler. To reset the spooler: 1. Click Start, and then Run. 2. Type services.msc and then click OK. 3. Right-click the Print Spooler service and select Restart.

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How to Troubleshoot Printers and Print Jobs

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction Issues with network printers Printing problems can be related to print permissions or the print jobs themselves. If a user is unable to print to a network printer, have the user first verify the ability to connect to other network resources. For example, if the user can access network shares, the problem is most likely not related to the network connection. If a user is attempting to print to a network printer and receives an error message saying that access is denied, the problem could be with the permissions that are granted to or denied that user. The user may need to contact a system administrator who can grant the proper permissions. If the user is the administrator, such as in a home network, have the user check the permission settings for that printer on the computer that is sharing it. Issues with the print queue Many printers will let you know if there is a problem, such as being out of paper, by means of messages in the print queue. If a user is unable to print, have the user double-click the printers icon to view documents that are waiting in the queue. Problems with the document are listed in the Status column. If a users document does not print but remains in the print queue and the user cannot delete it, have the user stop and restart the Print Spooler service in the Services snap-in (services.msc). Issues with Windows registry entry The Windows registry entry for the default printer may become corrupted and cause print jobs to be unable to print. To reset the default printer entry in the registry, choose another printer as the default printer, and then choose the original printer again as the default printer.

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Practice: Troubleshooting Printers and Print Jobs

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Objective Practice In this practice, you will attempt to send a document to a printer. The attempt will be unsuccessful, and you must define the cause.

! Print a document
Important Do not begin this practice until the instructor tells you to begin. 1. Log on to the domain as ComputerNameAdmin with a password of P@ssw0rd. 2. Click Start, and then Run. 3. Type notepad and then click OK. 4. In Notepad, type Hello World click File, and then click Print. 5. Confirm that HP LaserJet 5 on London is selected, and then click Print. Note If HPLaserJet 5 is not listed among the available printers, click Add Printer and follow the steps in the Installing Local and Network Printers practice. What errors did you receive? _______________________________________________________________ Access is denied.

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Why did you receive these errors? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ The Everyone group was removed from the printer share permissions. 6. In the Notepad message box, click OK. 7. Close Untitled Notepad window and click NO. 8. Close all windows and log off.

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Lesson: Auditing Printers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction You receive a call from a customer who says, Is there a way that I can find out who is doing most of the printing? We are running out of paper too quickly. How would you respond? Lesson objectives After completing this lesson, you will be able to:
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Explain printer auditing Audit print jobs Audit print permissions

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What Is Printer Auditing?

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction You use auditing to detect and record security-related events, such as when a user attempts to access a confidential file or folder. With auditing, it is also possible to track printer usage so that an administrator can know who is using which printer, in what ways, and at what times. An administrator can specify which printers to audit, which users to audit, and exactly what types of actions are audited. After setting up the auditing function, you can use the audit logs to determine who performed the actions and who tried to perform actions that are not permitted. Note To enable auditing of object access in Windows XP Professional, you must disable simple file sharing. Enabling auditing of printer events To enable auditing of printer events: 1. Right-click the icon for the printer you want to audit, and then choose Properties. 2. On the Security tab, click Advanced, and then click the Auditing tab. 3. If you want to add a new user or group, click Add, specify the new user or group in the Select User Or Group dialog box, and then click OK. Or If you want to change audit settings for an existing user or group, click Edit. 4. In the Auditing Entry dialog box, select the types of access you want to audit. 5. Click OK three times to save your settings and close the Properties dialog box.

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Note For auditing settings to take effect, the user must enable auditing of object access in Local Security Settings. However, the local audit policy can be overridden by domain-level policies if the computer is joined to a domain. Auditing in Windows XP Home Edition Users cannot enable auditing in Windows XP Home Edition. Security auditing in this operating system is enabled for certain events, but because Windows XP Home Edition does not include Local Security Settings, users cannot change the events that are audited unless they use a tool such as Auditpol.exe, which is included in the Windows 2000 Professional Resource Kit, or a comparable third-party tool. For more information on auditing printer events, see article 308427 in the Microsoft Knowledge Base.

Additional reading

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How to Audit Print Jobs

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction Spooler events are recorded in the System log, which you can access by using Event Viewer. The most useful printer information comes from auditing failures rather than successes. Be aware that logging printer successes generates a large number of relatively useless log entries. You view the audit log of the spooler in the System Log. To view the System Log: 1. Click Start, and then click Run. 2. In the Open box, type eventvwr.msc and then click OK. 3. In the left pane of the Event Viewer, select System. 4. On the View menu, select Filter. 5. In the Event Source drop-down list, select Print. 6. Narrow your search by selecting other options, as appropriate, and then click OK. 7. Double-click events in the log to view their descriptions. Important To ensure that Windows logs spooler events, confirm that Log Spooler Information Events is selected on the Advanced tab of the Print Server Properties dialog box.

Viewing the system log

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How to Audit Print Permissions

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Introduction Auditing print permissions is useful for identifying users who attempt to access a printer that they do not have permission to use and for determining who is printing to which printer. As stated earlier, logging printer successes has limited value from the perspective of auditing the printer itself. However, you might want to log successes for a short time to identify users who should not have access to a printer. Security events are recorded in the Security log. To view the Security log: 1. In the left pane of the Event Viewer, select Security. 2. On the View menu, select Filter. 3. In the Event Source drop-down list, select Security. 4. In the Category drop-down list, select Object Access. 5. Narrow your search by selecting other options, as appropriate, and then click OK. 6. Double-click events in the log to view their descriptions.

Auditing print permissions

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Practice: Auditing Printers

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Objective In this practice, you will examine log files in Event Viewer to find security issues related to people who are not authorized to access a printer or to delete documents.

Practice

! Filter and examine log files


1. Log on to the domain as ComputerNameAdmin with a password of P@ssw0rd. 2. Click Start, and then click Run. 3. In the Open box, type eventvwr.msc and then click OK. 4. In Event Viewer, click Action, select Open Log File. 5. In the Open dialog box, in the File name box, type C:\Program Files\Microsoft Learning\2261\Practices\Mod06\ SecurityLog.evt and then from the Log Type drop down list click Security and then click Open. 6. In Event Viewer, click Action, select Open Log File. 7. In the Open dialog box, in the File name box, type C:\Program Files\Microsoft Learning\2261\Practices\Mod06\ SystemLog.evt and then from the Log Type drop down list click System and then click Open. 8. Using the methods described in this lesson, filter and examine the log for printer related events.

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Lab: Resolving Print Issues

*****************************ILLEGAL FOR NON-TRAINER USE****************************** Objectives Scenario After completing this lab, you will be able to troubleshoot printer sharing issues. In this exercise, you will examine a sample phone call from a customer and determine the best solution for the customer. Be prepared to discuss your solution with the class. You are desktop support technician (DST) for a large corporation. You take phone calls from employees that have either Windows XP or Windows 2000 Professional. Lab exercise You receive a call from a customer who says, My printer stopped working. I tried turning it off and back on again but nothing happens. I share this printer with fifteen other people in the processing department, and all their print jobs are still in the queue. Everyone is yelling at me. A coworker in the sales group has the same printer and he is sharing his also, so can I tell everyone to print to that one instead? And what should I do about all the jobs already in the queue? Can I take my PC down to his office and plug into his printer and still get the jobs to print? I really do not want to have to do that. Do you know of a better way?

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How would you respond? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Because the coworker is sharing the same model printer, you can redirect the print jobs in your queue to his printer using the steps in How to Redirect Print Jobs. Having successfully solved the callers problem, the coworker in the Sales department calls you a few hours later and says, Suddenly everyone from the Processing department is printing to my printer! I cannot get anything done with all those people coming into my office. I have authorization from the division manager to prevent people in other departments from using this printer. Please tell me how I can block these people. How would you respond? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Explain in detail how to configure print permissions on that printer to only allow the sales group to access that printer using the steps in How to Manage Print Permissions.