Description
This article will clarify CALS OIT Desktop Support’s responsibilities and level of support for printers within our managed environment, as well as list requirements and recommendations for printer purchases.
These responsibilities and requirements are only applicable to Cornell-owned printers that are physically located within Cornell University’s Ithaca campus or any associated locations. We cannot guarantee support for off-campus printer setup and support.
Printer Purchasing
If requested, technicians will work with clients to quote personal to mid-sized printers or multifunction printers that best fit their needs and adhere to our requirements. These types of printers can be purchased through CDW in eShop, and are commonly models manufactured by HP, Xerox, and Brother. Any large scale copier purchases should be facilitated between the primary client and one of the recommended vendors listed at the end of this article.
To connect to a network, a printer will need an Ethernet port. Due to potential instability and dynamic network addresses, CALS OIT cannot quote, recommend or assist with purely wireless printers.
It is recommended large copiers be under a maintenance or service contract with one of the vendors below to guarantee hardware support.
To ensure that computers can fully utilize the printer, the drivers must be verified to be compatible with modern, security-supported operating systems for Mac and Windows.
Printer Support and Management
Upon notice of the printer's delivery, technicians will do the following to manage the printer:
- Record the MAC address and register the printer on the correct network
- Connect the printer to the network port and verify it is online
- Verify with the client that CALS OIT has administrative access to the printer
- Register the printer in the AppSMTP portal and set the correct outgoing e-mail address through the printer's web console, if it is a multifunctional printer with the ability to scan to e-mail
- Add the printer to the CALS Printer Logic instance
- Inform the client when the printer is ready to be connected to, and forward the instructions on how to connect with the printer’s name
With shared printers, the primary client will send the instructions and printer name to their colleagues. If there are any clients that have trouble connecting to the printer, they can submit a request directly to the Desktop Support team for assistance.
If there are any issues that need to be resolved, technicians will attempt the following troubleshooting steps:
- Check for and apply firmware updates to the printer
- Verify drivers used in Printer Logic are available and up to date
- Enable maintenance/cleaning mode on the printer
- Perform other non-hardware related troubleshooting steps listed by the manufacturer
Technicians cannot assist with failures at the hardware level including, but not limited to, issues related to defective toner cartridges, toner leakage, or continual paper jams due to worn or defective internal rollers. If it is determined that the printer is out of warranty, does not have drivers compatible with modern operating systems, and/or the hardware failure is too severe for further use, technicians can only recommend replacement.
The client is responsible for toner and drum replacement procurement and installation. If there are any questions, technicians can assist by providing information and instructions, or a tutorial.
Large Copier Vendors
Eastern Managed Print Network: https://finance.cornell.edu/procurement/supplierlist/eastern-managed-print-network
Ricoh USA Inc: https://finance.cornell.edu/procurement/supplierlist/ricoh-usa-inc