Troubleshooting
Printing troubleshooting
Ask whether it is a Konica before anything else. A Konica gets a few first steps and then the caller phones the number on the printer. Every other printer gets the standard questions and a restart, and goes to the Endpoint team if that does not fix it. Use the search box to jump straight to a section.
7 sections·Updated 29 Sept 2026
Work out which applies
- Any printing callAsk whether it is a Konica first
- Konica showing “Unable to connect to MFP PaperCut server”PaperCut server maintenance
- Konica beepingRestart, then a full power cycle
- Konica still not working after the first stepsThey call the number on the printer
- HP or any other printerLet them describe it, then the standard questions
- Printer needs adding to their computerAdd it manually by IP address
- A printer in the UCStudent Community Engagement (SCE)
- A restart did not fix itEscalate to the Endpoint team
First: is it a Konica?
Every callOne question decides which procedure you follow.
Before troubleshooting anything, ask whether the printer is a Konica. The answer decides everything that follows.
- Konica
- Ask the specific issue, try the first steps, then the number on the printer.
- In the UC
- Taken care of by Student Community Engagement (SCE).
- HP or any other printer
- Let them describe it, work the standard questions, try a restart — then the Endpoint team if it persists.
Konica printers
KonicaThe specific issue first, then the first steps, then the number on the printer.
- 1
Ask for the specific issue first
What exactly is it doing, and what does its screen say? The answer decides the next step.
- 2
“Unable to connect to MFP PaperCut server” means server maintenance
That error comes up when the PaperCut server is under maintenance — see the section below.
- 3
Beeping — restart the printer
If a restart does not stop it, turn the printer off, unplug it completely, then plug it back in and turn it on.
- 4
Nothing worked — they call the number on the printer
The number is on the printer itself. It is the route for any Konica problem the first steps do not clear.
Not documented yet
How a Konica call is logged in Footprints
Still needed:
- The category, subcategory, and assignee — or confirmation that Konica calls are not ticketed
This step is deliberately blank rather than filled with a guess. Ask a supervisor or Rian Fernando before acting on it.
“Unable to connect to MFP PaperCut server”
KonicaPaperCut server maintenance — the server, not the printer.
This message appears when the PaperCut server is under maintenance. The problem is the server, not the printer in front of the caller.
Not documented yet
What to tell the caller during PaperCut maintenance
Still needed:
- Whether they wait and try again, and roughly how long maintenance lasts
- Whether anywhere shows that maintenance is happening
- Whether this error ever means something other than maintenance
- The exact wording on the printer's screen
This step is deliberately blank rather than filled with a guess. Ask a supervisor or Rian Fernando before acting on it.
HP and other printers — the questions to ask
HP and other printersLet them describe it, then work through the list.
Let the caller describe the problem in their own words first. Then work through these:
- Is there paper in the tray?
- Are there any connection issues?
- Is it beeping?
- Are there any error messages? Get the exact wording.
- What is the printer's tag number?
- Was the cartridge or toner replaced recently?
Adding a printer by IP address
HP and other printersAdd it manually in Settings, using the IP address from the printer's info page.
Printers other than Konicas are added to a computer manually, by IP address.
- 1
Print the info page from the printer
It lists the printer's IP address.
- 2
In the computer's Settings, choose Add manually
- 3
Add the printer using the IP address from the info page
Not documented yet
The exact steps on Windows and macOS
Still needed:
- The Settings path to “Add manually” on Windows, and what a Mac uses instead
- How to print the info page on the printer models that come up most
- Whether a driver or administrator rights are needed on an Adelphi laptop
This step is deliberately blank rather than filled with a guess. Ask a supervisor or Rian Fernando before acting on it.
Printers in the UC
UCTaken care of by Student Community Engagement (SCE).
Printers in the UC are taken care of by the Student Community Engagement (SCE) department.
Not documented yet
How a UC printer call reaches SCE
Still needed:
- Whether the Help Desk transfers the call, gives the caller SCE's contact, or assigns a ticket
- SCE's extension or email
- Whether a UC printer ever escalates to the Endpoint team
This step is deliberately blank rather than filled with a guess. Ask a supervisor or Rian Fernando before acting on it.
Categorising the ticket
HP and other printersHardware Prob → Printer → Endpoint Integration.
- Category
- Hardware Prob
- Subcategory
- Printer
- Assignee
- Endpoint Integration
- Location of Work To Be Done
- Fill it in — Footprints marks it required for physical hardware issues.
A restart usually fixes the issue. When it does not, the ticket is escalated to the Endpoint team. Put the answers to the standard questions in the description — the tag number, the exact error message, and what has already been tried, including the restart.
Open the checklistWork through this before moving on