Printer Troubleshooting Guide

Printer Troubleshooting Guide

Quickly navigate common CAKE printer issues using this troubleshooting guide. Problems can stem from Ethernet cords, switches, the CAKE router, device manager settings, or printer hardware. Select your specific scenario to find a detailed troubleshooting process.

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Quiz55 Questions
Flashcards12 Cards
Study Notes1 Note
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Printer Troubleshooting Guide

Quiz • 55 Questions

Printer Troubleshooting Guide - Flashcards

Flashcards • 12 Cards

Study Notes

11 min • Summary

Materials

List of Questions55 questions
  1. Question 1

    Which of the following printer issues is most likely caused by an incorrect paper type, even if the printer is feeding paper?

    • Impact Printer Cutter Error
    • Multiple Printers Not Printing
    • Red Error Light on Printer
    • Printer Printing Blank Receipts
  2. Question 2

    CAKE printers are designed to operate wirelessly to maximize installation flexibility.

    • True
    • False
  3. Question 3

    A client reports that a new printer was just added, and now both the new and an existing printer are acting strangely. What specific networking red flag should immediately come to mind for a corporate trainer, and what is the primary initial confirmation step to take?

    • The networking red flag is a 'Duplicate IP Address Issue'. The primary initial confirmation step is to ask the client if multiple printers have the 'same IP address in Device Manager' or to 'print out the IP addresses of the printers' after a power cycle to confirm.
  4. Question 4

    To resolve an Impact Printer Cutter Error as a temporary workaround, you must locate the dip switch cover on the printer's back, open it, find and turn OFF ______, then close the cover.

    • Switch 2
  5. Question 5

    Match the printer troubleshooting scenario with its typical initial diagnostic step.

  6. Question 6

    When troubleshooting a 'Printer Was Working, Now Not Printing' scenario and the printer is connected directly to the router, which component is most likely the issue?

    • Device Manager IP mismatch
    • Printer's internal hardware
    • The CAKE router's LAN port
    • The Ethernet cord
  7. Question 7

    A Red Error Light on an impact printer always indicates an Auto Cutter Jam.

    • True
    • False
  8. Question 8

    In the event of a Duplicate IP Address Issue, what is the procedure to access the conflicting printer's admin center via a browser once you have powered off one of the printers?

    • VNC into a register and open a browser. Type the printer's current IP address in the URL bar. On the security warning, click 'Advanced' then 'Proceed to unsafe site'. Log in using 'epson' as the username and 'epson' or the printer's serial number as the password.
  9. Question 9

    If a printer is printing blank receipts and the client confirms the paper type is thermal and orientation is correct, but there is partial or very faded text, the next troubleshooting step is to ______.

    • Clean the thermal head
  10. Question 10

    Match the potential cause of a multi-printer issue with its primary resolution step.

  11. Question 11

    When a client has an Impact Printer Cutter Error and the printer is not under warranty, what is the immediate course of action for resolution?

    • Disable the Auto Cutter as a permanent fix
    • Advise the merchant to purchase a new impact printer from the CAKE shop
    • Escalate to L1 supervisors for replacement
    • Attempt to recalibrate the cutter mechanism remotely
  12. Question 12

    If a client insists that a printer should be wireless, how would you explain CAKE's requirements to build trust while explaining why wireless connectivity is not supported for their printers?

    • CAKE printers must be hardwired to the CAKE router via Ethernet. This is a requirement because wireless connections introduce latency and reliability issues, whereas a hardwired connection ensures stable communication between the CAKE POS and printers, which is critical for consistent operation and prevents unpredictable downtimes.
  13. Question 13

    To prevent drink prep tickets from printing on a specific register, a 'phantom printer' setup can be configured by unchecking '______' in the printer edit menu within Device Manager.

    • Print from this register
  14. Question 14

    Match the issue with the relevant setting or area for resolution.

  15. Question 15

    A merchant reports their printer 'has never worked' since they opened. After initial troubleshooting, what is the least likely underlying cause for this 'First Time Printer Setup — Not Printing' scenario?

    • Auto Cutter Error
    • Faulty cables
    • IP address not set up in Device Manager
    • Incorrect Ethernet connection
  16. Question 16

    If the CAKE router IP is found to be 192.168.x.x when troubleshooting multiple printers not printing, an IP change is automatically initiated by the system.

    • True
    • False
  17. Question 17

    When troubleshooting a 'Red Error Light on Printer', after confirming paper setup and checking for jams, what visual information should be gathered from the printer's web admin page if the issue persists?

    • Specific error codes or descriptions and a screenshot of any error message showing in the admin interface should be collected.
  18. Question 18

    For a 'Duplicate IP Address Issue', the common scenarios that lead to these conflicts include printer swaps or replacements, cloning from Device Manager, and ______.

    • manual IP assignment errors
  19. Question 19

    Match the type of paper with its required characteristic for CAKE thermal printers.

  20. Question 20

    According to the troubleshooting guide, what is the 'process of elimination' typically used for in CAKE printer issues?

    • To determine replacement costs immediately
    • To bypass the need for physical inspections
    • To systematically isolate and resolve the issue
    • To limit the types of printers supported
  21. Question 21

    Third-party printers are only technically compatible with CAKE systems, and any issues arising from their use are fully supported by CAKE.

    • True
    • False
  22. Question 22

    When troubleshooting a 'Printer Was Working, Now Not Printing' issue, if the printer is connected through a switch and other CAKE devices on that same switch are not working, what immediate action should the client take, and what does this diagnose?

    • The client should bypass the switch by plugging the printer directly into the CAKE router's LAN port. This action helps to diagnose whether it's a switch issue, indicating the switch itself may be faulty.
  23. Question 23

    When an Impact Printer Cutter Error occurs, the Auto Cutter should be initially disabled as a ______ workaround.

    • temporary
  24. Question 24

    Match the step in a 'Duplicate IP Address Issue' resolution with its purpose.

  25. Question 25

    What is the correct IP address format for a CAKE router's LAN IP Address?

    • 172.16.0.1
    • 10.10.10.1
    • 192.168.1.1
    • 10.0.0.1
  26. Question 26

    If a red error light persists on a printer, verifying the printer's warranty status in the #warrantycheck channel is a mandatory escalation step.

    • True
    • False
  27. Question 27

    When addressing a 'First Time Printer Setup — Not Printing' issue, and the printer worked once during setup but then stopped, what are the two primary causes of this mid-setup failure?

    • The two primary causes are typically a 'loose Ethernet cord' or an 'IP address issue'.
  28. Question 28

    When troubleshooting a 'Red Error Light on Printer', if attempting a scratch test on thermal paper, it should turn ______ if it is correct thermal paper.

    • black
  29. Question 29

    Match the troubleshooting action with the issue it aims to resolve.

  30. Question 30

    A client calls reporting 'Printer Printing Blank Receipts'. After performing a scratch test and determining it's not thermal paper, what is the next advised step?

    • Check the printer's IP address and Device Manager settings.
    • Attempt to clean the thermal head immediately.
    • Escalate to L1 supervisors for potential hardware failure.
    • Have the client replace the incorrect paper with correct thermal paper.
  31. Question 31

    When resolving a Duplicate IP Address Issue, it is recommended to keep the printer whose IP you wish to change powered OFF initially to ensure proper access via the browser.

    • True
    • False
  32. Question 32

    What information beyond standard troubleshooting steps must be included in a detailed case note when escalating a persistent 'Red Error Light on Printer' issue to support operations?

    • The case note must include a photo of the red light, a screenshot of any error message in the admin interface, the printer serial number, confirmation of paper type and installation, and a note of all steps already attempted, along with the warranty status check result.
  33. Question 33

    Match the cause of a duplicate IP address issue with its description.

  34. Question 34

    When troubleshooting 'Multiple Printers Not Printing', if other CAKE devices connected to a switch are not working, what is the most likely initial conclusion?

    • The switch itself may be faulty
    • The CAKE router is offline
    • All printers have duplicate IP addresses
    • Faulty Ethernet cords connect to the switch
  35. Question 35

    The 'Printer FAQ Can I change colors on prep tickets?' states that impact printers automatically print modifiers in red, and this setting can be adjusted through the System Options.

    • True
    • False
  36. Question 36

    When troubleshooting a 'First Time Printer Setup — Not Printing' where the printer has never worked, what two critical power and connection checks must be confirmed before proceeding to Device Manager configurations?

    • First, confirm the physical setup: the printer must be connected via Ethernet cord to a CAKE router LAN port or through a switch that connects to the router (and cannot be set up wirelessly). Second, confirm printer power: lights on the front must be lit and stable, and check for any red error light.
  37. Question 37

    In the case of a 'Duplicate IP Address Issue', after assigning a new IP address, the printer must be ______ when prompted.

    • rebooted
  38. Question 38

    Which of the following is NOT a common cause for a printer that 'was working, now not printing'?

    • Initial setup configuration errors
    • Loose Ethernet cord
    • Faulty Ethernet cord
    • Printer hardware errors
  39. Question 39

    The primary contact/owner on the account is the only one who can request a change to the phone number on receipts.

    • True
    • False
  40. Question 40

    What is the significance of the printer stopping flashing after a power cycle when troubleshooting a 'Printer Was Working, Now Not Printing' scenario?

    • When the printer stops flashing, it indicates that it has successfully completed its boot sequence and has stabilized its internal systems, making it ready for a test print from Device Manager.
  41. Question 41

    When troubleshooting a 'Printer Printing Blank Receipts' issue, if the paper type is correct and the thermal side is facing up, but the printing is faded, the problem could be due to a ______.

    • dirty thermal head
  42. Question 42

    If a red error light on a printer corresponds to an 'Internal hardware error' visible in the printer admin page, what is the recommended immediate action step within the troubleshooting process?

    • Follow any suggested actions listed in the admin interface.
    • Escalate to L1 supervisors for replacement consideration.
    • Conduct a power cycle and re-check paper type.
    • Attempt to manually reseat the paper roll.
  43. Question 43

    When trying to access a conflicting printer in a browser to resolve a Duplicate IP Address Issue, clicking 'Proceed to unsafe site' is a standard and necessary step.

    • True
    • False
  44. Question 44

    Describe the proper procedure for re-seating a paper roll in a thermal printer to address issues like a red error light or blank receipts, including the final confirmation step.

    • To re-seat the roll: first, open the printer. Next, remove the paper roll entirely. Then, re-seat the roll with the thermal side facing up, ensuring it is properly seated inside the printer. Finally, close the cover completely and attempt a test print to confirm the issue is resolved.
  45. Question 45

    For 'Printer Was Working, Now Not Printing' issues where the printer is connected directly to the router, if an Ethernet cord replacement does not resolve the issue, one should VNC into the register and check ______ to verify the printer's IP address.

    • Device Manager
  46. Question 46

    What specific type of Ethernet cable is recommended when replacing a faulty cord for a printer connected directly to the CAKE router?

    • Cat7
    • Cat3
    • Cat5/6
    • Cat5e
  47. Question 47

    If a client’s printer was working during initial setup but then stopped, the first troubleshooting step is to confirm the physical setup and power.

    • True
    • False
  48. Question 48

    When troubleshooting 'Printer Printing Blank Receipts', if an alcohol swab and cleaning pen have been used on the thermal head without success, what is the next logical step regarding the printer's status and potential resolution?

    • If cleaning the thermal head does not resolve the issue, it suggests a possible thermal head failure. The next step is to obtain the printer's warranty status and proceed accordingly (e.g., replacement if under warranty).
  49. Question 49

    When troubleshooting any CAKE printer issue, the general approach is described as a 'process of ______'.

    • elimination
  50. Question 50

    Which of the following issues indicates a 'critical signal that the printer is unable to continue until the issue is resolved'?

    • Red Error Light on Printer
    • Impact Printer Cutter Error
    • Duplicate IP Address Issue
    • Printer Printing Blank Receipts
  51. Question 51

    A client reports that their CAKE impact printer is showing a consistent Auto Cutter Error, and the cutter appears stuck, even after power cycling. What is the most critical immediate step a support technician should take, considering the long-term viability and official support of the printer?

    • Immediately escalate the case to L1 supervisors for a replacement printer, without further diagnostics.
    • Attempt to correct the IP address via Device Manager.
    • Advise the client to manually tear tickets and disable the auto cutter as a temporary workaround, while verifying warranty status.
    • Perform a scratch test on the thermal paper roll to ensure it is the correct type and orientation.
  52. Question 52

    When troubleshooting a Red Error Light on Printer issue, if, after verifying paper type, checking for jams, and accessing the admin page for diagnostics, the problem persists and no actions are listed in the admin interface, what is the next critical step before escalating to support ops, and what specific information should be gathered?

    • The next critical step is to check the printer's warranty status in the #warrantycheck Slack channel. Information to gather includes: a photo of the red light, a screenshot of any error message in the admin interface, the printer serial number, confirmation of paper type and installation, and a note of all troubleshooting steps already attempted.
  53. Question 53

    If a client reports that two printers are assigned the same IP address, causing conflicts and improper function, this is known as a ______. To resolve this, a technician must power off one printer, then access the conflicting printer via a browser using its current IP, and assign it a new, ______ IP address before rebooting and updating printer records in Device Manager.

    • Duplicate IP Address Issue, unique
  54. Question 54

    If a CAKE printer that was previously working suddenly stops printing, and upon initial power cycling and re-seating of Ethernet cords, the issue persists, the next step should always involve reconfiguring the printer's IP address via the web admin page, regardless of its connection path.

    • True
    • False
  55. Question 55

    A merchant reports that their newly set up CAKE printer, which initially printed one receipt, has now stopped working. After confirming power and physical setup, and verifying that the printer's IP address is correct in Device Manager, what is the most appropriate next troubleshooting action, assuming this is a first-time setup scenario?

    • Attempt a test print from Device Manager to confirm the issue and then perform a power cycle if unsuccessful.
    • Instruct the merchant to purchase a new Ethernet cable from the CAKE shop.
    • Swap the Ethernet cord and retest; if still unsuccessful, refer to the 'Printer Was Working, Now Not Printing' guide.
    • Check for a `Red Error Light on Printer` and proceed immediately to warranty status verification if present.
List of Flashcards12 flashcards
  1. Card 1

    Process of Elimination

    The systematic approach to diagnosing and resolving printer issues by identifying and eliminating potential causes one by one.

    HintThink about how you'd narrow down suspects in a mystery.Memory TipEliminate suspects to find the cause
  2. Card 2

    Printer Printing Blank Receipts

    A common printer issue where the printer is feeding paper but printing blank receipts, usually due to incorrect paper type or a thermal head failure.

    HintThe printer is running, but the paper comes out empty.Memory TipBlank paper, wrong type
  3. Card 3

    Scratch Test

    A test performed on thermal paper by scratching it with a fingernail; if it leaves a black mark, it is correct thermal paper.

    HintHow do you confirm if paper is thermal?Memory TipScratch it, see black
  4. Card 4

    Incorrect Paper Type

    The primary cause of blank printing from CAKE thermal printers.

    HintWhat is the most common reason for a blank receipt?Memory TipWrong paper, blank print
  5. Card 5

    Phantom Printer

    A setting in a printer's Device Manager that, when unchecked, prevents drink prep tickets from printing on that specific register.

    HintIt's a way to stop certain prints from a specific register without removing the printer.Memory TipInvisible printer, no prep tickets
  6. Card 6

    Duplicate IP Address Issue

    In the context of CAKE printers, this refers to a printer that receives an IP address already assigned to another device on the same network, leading to conflicts and malfunctions.

    HintImagine two houses having the exact same mailing address.Memory TipTwo IPs, one address, problem
  7. Card 7

    Auto Cutter Error

    A hardware issue in impact printers where the mechanism for cutting paper fails or gets stuck, often indicated by a red error light.

    HintThe machine isn't cutting the receipts properly.Memory TipCutter stuck, paper uncut
  8. Card 8

    Disable Auto Cutter

    A temporary solution for an Auto Cutter Error in impact printers that involves physically turning off a specific switch inside the printer.

    HintWhat is done to bypass a stuck cutter?Memory TipFlip switch, manually tear
  9. Card 9

    Red Error Light on Printer

    A critical signal displayed by a printer, usually a red light, indicating a hardware or communication error that prevents the printer from functioning.

    HintThe printer's 'check engine' light.Memory TipRed light, stop-level issue
  10. Card 10

    Multi-Printer Issue

    A common cause for multiple or all printers not printing, indicating issues with the network connection, IP configuration, switch, or Ethernet cabling.

    HintWhen more than one printer isn't working.Memory TipMany printers, no print
  11. Card 11

    Power Cycle

    The first step in troubleshooting when a printer that was previously working suddenly stops printing, which involves turning the printer off and on.

    HintThink of the simplest 'fix' for many electronic devices.Memory TipOff then on again
  12. Card 12

    Printer Was Working, Now Not Printing

    Common causes for a printer that was working but then stopped printing, including loose or faulty Ethernet cords, switch port issues, Device Manager IP mismatches, or printer errors.

    HintThe device was fine, then it stopped.Memory TipWorked before, now broken