Steps to Troubleshoot a Network printer:
Follow the steps below to troubleshoot a Network Printer. Do keep in mind Tonic is not responsible for the customer printer, however Tonic Support will help the customer troubleshoot their network printer.
1. Open Tonic and do a Health check. Check if the printer is showing red.
2. Check if all the cables are connected. Unplug the cable from the printer to check that the ports are not damaged and the cable is properly seated. Once the Ethernet cable is reconnected, make sure that both the yellow/orange and green lights are flashing. Green means that the cable is connected and yellow/orange light means it is receiving internet.
3. Check if your ribbon is properly working. Paper jams will make the printer not print.
4. Power off the printer. After powering off the printer plug all of the cords back in and power the printer on while holding down the feed button. Open tonic and check to see if the printer is back online.
5. While you are checking health, if the printer is still showing red, log out of Tonic and press down the reset button on the back of the printer until it prints (be sure to release the button once it prints or you will reset the printer to factory settings). On the print out check that the IP matches with what is in back office for that printer. (Epson printers only, any other brand will have the IP in the normal self test)
6. As a last resort if the printer still is not working, support would need to remote into the terminal and check if it is showing on the network utility. If it is not showing perform a factory reset just simply hold the reset button in the back of the printer near the Ethernet connection port and do not release for 30 secs and then attempt to reconfigure it to the correct ip address.
7. If all of the steps listed above do not work check when was the printer purchased. If it is still under warranty they can contact the manufacturer for repairs otherwise they will need to take it to a local printer repair. Tonic support will contact the manufacturer to check on the device warranty for the customer.