e. Microsoft Terminal Services
1. Version of the Terminal Server.
2. RDP client version.
3. Operating system version of client.
4. What driver is mapped to be redirected to the printer?
5. Does the same issue exist outside of a Terminal Server session?
f. Novell
1. Version of Novell print server.
2. Installation method of print queue on server (i.e.- iManager).
3. Version of iPrint client.
4. Does same issue exist printing to a non-Novell print queue?
4) Printer information
a. Printer model name
b. Printer model firmware. Methods to obtain:
1. Printer control panel (print a configuration page).
2. Embedded Web Server (http://ip_of_print_device). See Device Configuration
“Firmware Datecode”.
3. HP Web Jetadmin.
c. Error information displayed or printed out from the product
1. Error message content
2. Event log
◦
Displayed from the control panel or Embedded Web Server.
◦
Printed on the configuration page (last 3 items).
◦
Printed from the control panel or Embedded Web Server (entire log).
d. Device configuration page. The product configuration can be obtained with either of the following
methods.
●
Printing at the printer control panel.
●
By printing a test page. Open the Printers folder, right-click the printer name, select Properties,
and then click the Print Test Page button.
228 Appendix H Support information to collect ENWW
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