100-140 Question 157
Select 3A user in your office reports that they cannot print from their computer to a network-connected multifunction printer. After investigating, you confirm that the printer is powered on, connected to the network, and online. What steps should you take next to troubleshoot the issue?
- A
Check if the printer is set as the default printer on the user's computer.
- B
Inspect the printer for a paper jam or low toner warning.
- C
Clear the print queue on the user's computer and attempt to print again.
- D
Verify that the correct printer driver is installed on the user's computer.
- E
Restart the printer and the user's computer to reset the connection.
Show answer and explanation
Correct answers: A, C, D
Explanation
When troubleshooting a printing issue, it's important to methodically identify and rule out potential causes. In this scenario, since the printer is confirmed to be online, the next logical steps involve verifying the user's computer settings (default printer, print queue, and driver) that could be preventing successful communication with the printer. Checking for paper jams or restarting devices are valid steps in other contexts, but they are less relevant here given the information provided.
- A. Correct.
If the printer is not set as the default printer, the user's print jobs may not be directed to the correct device, which could cause printing issues.
- B. Incorrect.
While paper jams or low toner might cause printing problems, this is unlikely to be the issue if the printer is already confirmed to be online and operational.
- C. Correct.
A stuck print job in the user's print queue can prevent further jobs from being processed. Clearing the queue and retrying can resolve this issue.
- D. Correct.
An incorrect or outdated printer driver can prevent the user's computer from communicating properly with the printer, so verifying and updating the driver is a critical troubleshooting step.
- E. Incorrect.
Restarting the devices is a good general troubleshooting step but is not the next logical action based on the information provided in the scenario.