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Printing and Scanning – Troubleshooting Guide

PT

This guide helps you to fix the most common issues related to printing ans scanning. Please follow the steps below before contacting support.

1. Types of Problems

Problems related to printing ans scanning can appear in different ways.

🔐 Access Issues
    • 🖥️ Access to the Iscte print queue on printers.iul.intra
      • ❌ Unable to send jobs to the print queue
      • ⚠️ Print queue does not appear on the computer
      • ❌ Printing error (e.g., printer offline, not found)
    • 🖨️ Printer (device) access
      • ⚠️ Printer unavailable (powered off, errors)
      • ❌ Unable to authenticate at the printer (card)
🔐 Authentication Issues
    • 🔐 Authentication failure at the printer (card)
    • ❌ Document does not appear after authentication
    • ⚠️ No permission to print/scan
🖨️ Printing Issues
    • 🚫🖨️ Unable to print
    • ❌ Document does not appear in the computer’s print queue
    • ❌ Document does not appear in the printer job list
    • 🔗 Network cable disconnected or faulty
    • ⏳ Print job stuck in queue or blocked
📄 Scanning Issues
    • 🚫📄 Unable to scan
    • 📧 Scanned document not sent to destination (email)
    • ⚠️ Errors during scanning
🚀 Performance Issues
    • 🐌 Slow printing
    • ⏳ Slow scanning
    • 🔁 Delays or freezes in the process
📉 Quality Issues
    • 🖨️📉 Prints with smudges, lines, or defects
    • 📄📉 Low-quality scans

2. Checks to Perform

Checks should be carried out in the order indicated, testing the service after each step.

Check Print Queue / Job

    • Confirm the document is in the computer’s print queue
    • Confirm the document does not appear in the printer’s job list

Check Network Connection

    • 💻 On the computer
      • Confirm it is connected to the network
      • Try opening web pages (e.g., google.com)
    • 🖨️ On the printer
      • Confirm it is connected to the network
      • Check network status on the printer display
      • Ensure there are no connection errors

Check Credentials

    • Confirm authentication on the print server \\printers.iul.intra (credentials)
    • Confirm authentication at the printer (Iscte card)
    • Test another app/system (e.g., email)

Check Selected Printer (on the computer)

    • Confirm the selected printer is Iscte on printers.iul.intra
    • Set Iscte on printers.iul.intra as the default printer → helps prevent future errors
    • Avoid selecting local or device-specific printers

Check Document Release at the Printer

  • Authenticate at the printer using the Iscte card
  • Confirm the document appears in the job list
  • Release the document

Check Printer Status

  • Confirm the printer is powered on
  • Check that status is Ready
  • Confirm paper is available
  • Check toner levels

Check Authentication

  • At the printer (follow‑me)
    • Confirm login was completed using the card
    • Ensure authentication was accepted (no errors on screen)
    • Verify documents appear after authenticationo
  • In the system
    • Confirm the account is active and valid
    • Check for credential errors in other services (e.g., email)
  • Permissions
    • Verify permission to print/scan
    • Confirm there are no blocks or restrictions

Check Scanning

  • At the scanner
    • Confirm the scan completed
  • At the destination
    • Confirm the address is correct

Restart Devices

  • Restart the computer
  • Restart the printer

Additional Tests

  • 💻 Test on another device → validates whether it’s a local issue
  • 🖨️ est on another printer → validates hardware
  • 📄 Test with another document → validates the file itself

3. Best Practices

The following best practices aim to ensure efficient, secure, and continuous use of the services. Applying them helps prevent issues, improve performance, and simplify troubleshooting when problems occur.

💻 On the Computer

    • 🖨️ Always select the follow‑me printer before printing
    • 📄 Use compatible formats (e.g., PDF) to avoid errors
    • 🔄 Avoid sending multiple unnecessary print jobs at the same time
    • 📄 Regularly check and clear the print queue

🖨️ At the Printer

    • 🪪 Authenticate before releasing documents (follow‑me)
    • 📄 Confirm documents before printing
    • 📥 Collect documents immediately after printing
    • 👀 Check that the printer status is Ready

🚀🌱 Performance and Sustainability

    • ⚫⚪ Prefer black-and-white printing whenever possible
    • 📄 Use draft mode for internal documents
    • 🔁 Only resend jobs after completing checks
    • 📥 Avoid very large files
    • 🌐 Ensure a stable network connection (or VPN when applicable)

⚙️ Support and Responsible Use

    • ⚠️ Report any issues promptly
    • 📍 Provide location and equipment details when reporting problems
    • 👥 Check if other users are affected before contacting Support

3. User Support

If the issue persists after completing all checks, you should contact IT Support.

Quick Checklist

Before contacting Support, confirm:

    • 🌐 Active network connection (or VPN, when applicable)
    • 💻 Correct follow‑me printer selected at the time of printing
    • 📄 Print queue is clear (no stuck jobs)
    • 🪪 Card/credentials are working for printer authentication
    • 🖨️ Printer is powered on with no visible errors (status Ready)
    • ▶️ Document resent after performing checks
    • 📄 Document is visible after authenticating at the printer

Information to Provide

To ensure faster and more effective analysis, always include the following information in your request:

Context

    • Location (building, room, workstation)
    • Printer used
    • Type of Problem (e.g., cannot print, scanning failure, etc.)

Problem Description

    • Detailed description
    • When it started
    • Frequency of the issue
    • Whether other users are affected
    • If it occurred after any change

Tests Performed

    • List of checks carried out (e.g., resent document, tested another computer, tested another printer, etc.)

Evidence

    • Screenshots
    • Error messages
    • Print queue status

Support Channels

Example Requests

Example 1

Location: Building 3, Floor 1

Equipment: Printer

Date and Time: May 23, 2026 – 10:30 PM

Problem description: Documents are sent to print, but they do not appear in the job list after authentication at the printer.

Troubleshooting Steps Performed:

      • Resent the document
      • Tested from another computer (same result)
      • Checked the print queue (no errors found)
      • Authenticated at the printer

Additional information: Other colleagues are not experiencing the same issue.

Example 2

Location: Building 1, Floor 2, Atrium 2SE

Equipment: Multifunction Printer

Date and Time: May 24, 2026 – 11:15 AM

Problem description: I am able to scan documents, but I do not receive the files via email.

Troubleshooting Steps Performed:

      • Confirmed the email address
      • Repeated the scan
      • Tested sending to another recipient
      • Tested on the multifunction printer in Atrium 2WS (same behavior)

Additional Information: Other users report the same issue on the same equipment

FAQ