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Windows OS
Windows Print and Driver primary escalation requirements
Windows print and driver feature primary escalation requirements
Windows print and driver installation and deployment primary escalation requirements
Windows print and driver print output primary escalation requirements
Windows print and driver print performance primary escalation requirements
Knowledge base
Escalation checklist
Operating System (OS) requirements
Windows OS

Windows print and driver print output primary escalation requirements

This article serves as a guide to gathering necessary information before opening an escalation item for Windows Print and Driver issues.

Requirements

Gather the primary requirement for Windows Print and Driver Print Output‑related issues.
If the driver is bypassed by sending the
RAW
data file directly via FTP, and the issue still observed, it is most likely a printer firmware issue.
Requirement and Relevance
How to Obtain
Application Information, such as, application name, version, software developer & background info
App info can sometimes help in understanding the cause of the error.
Information regarding the software or application may be found by going to;
  • Help
  • About
  • File > Help
  • Windows > About, or,
  • Main Page itself (Splash Screen)
Driver Type and Version used
Info is used for simulation and analysis.
  1. Go to
    Start
    >
    Control Panel
    >
    Printers
    /
    Devices and Printers
    .
  2. Right-click the Printer Object being used, and then click
    Properties
    .
  3. Go to
    About Tab
    , and then take a screenshot.
Or, from the
Printing Preferences
>
Help
>
About Tab
and take a screenshot.
Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)
Info is used for simulation and analysis.
End user provided
Customer's printing environment
Info is used for simulation and analysis.
  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)
Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients
  1. Click on
    Start
    >
    Run
    .
  2. Type “
    msinfo32
    ”, and then click
    OK
    .
  3. Click on
    File
    >
    Save
    .NFO
Print-to-File (.PRN File)
It is the print job itself and it is useful for replaying the job to recreate the issue.
Copy of the Bad Output and, if available, the desired Output as well
This is used to confirm whether the result of simulation is the same with what the customer is seeing.
End user provided
Menu Settings page
This document contains all the printer settings and running firmware code.
On the printer, press
Menu
>
Reports
>
Menu Settings Page
.
LEGACY ID:
FA869

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