220-1102 Question 130
Single answerDevices and PrintersA small office uses a shared network laser printer connected to a Windows print server. Several users report that their documents remain in the queue with a status of "Error - Printing," but the printer itself shows Ready and can print its built-in configuration page. You log on to the print server and notice multiple stalled jobs in the print queue for that printer. Which action should you take FIRST to restore printing for users?
- A
Restart the Print Spooler service on the print server and clear the stuck print jobs
- B
Replace the printer's toner cartridge because low toner often pauses queued jobs
- C
Reinstall Microsoft Office on the affected users' computers
- D
Reset the printer to factory defaults from its control panel
Show answer and explanation
Correct answer: A
Explanation
This scenario tests practical troubleshooting of Windows shared printers. Because the printer can print its own configuration page, the hardware is functioning and the printer is online. The presence of multiple jobs stuck in the print queue on the Windows print server strongly suggests a spooler or queue issue rather than a device hardware failure. In Windows environments, best practice is to check the print queue, cancel stuck jobs, and restart the Print Spooler service before taking more invasive steps. Microsoft documentation for Windows print troubleshooting commonly focuses on verifying printer status, clearing queued jobs, and restarting the spooler when jobs are hung or show errors. This is the fastest and least disruptive first step to restore service.
- A. Correct.
Correct. When a shared printer connected through a Windows print server shows multiple stalled jobs and the device itself is online and able to print a configuration page, the most likely issue is with the print queue or the Print Spooler service on the server. Restarting the Print Spooler and clearing the stuck jobs is the appropriate first troubleshooting step because it addresses the queue management problem without making unnecessary changes to the printer or client systems.
- B. Incorrect.
Incorrect. Low toner can affect print quality or eventually stop printing, but it would not typically be the first conclusion when the printer reports Ready and can successfully print its own configuration page. The scenario points to a queue or spooler problem on the server rather than a consumables issue.
- C. Incorrect.
Incorrect. Reinstalling Microsoft Office is not an appropriate first step because the problem affects several users and the issue is occurring at the shared printer queue on the print server. This indicates a centralized printing problem, not an application installation issue on individual workstations.
- D. Incorrect.
Incorrect. Resetting the printer to factory defaults is too disruptive and not justified as a first action. The printer is already shown to be functional because it can print a built-in configuration page. A factory reset could also remove network or custom settings and create additional work without addressing the likely spooler backlog on the server.