Breakaway Printer Troubleshooting Follow

Overview

The following steps can be used to test and restart various printing services that are necessary for Breakaway to print.

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Network Printer testing

Most printers can be setup on the local network to allow multiple users to access them.  This can be done through a built-in network jack on the printer or through the use of various Print Servers that can be attached to the printer's Parallel or Serial Ports.

Verify that the server is able to ping the printer's IP address using the following command from the TCL prompt on the Breakaway server:

ping <printer_IP_address>

If you are unable to ping the printer's IP Address, try power cycling the printer or power cycle the printer and the print server depending on the configuration.

Verify that the IP address for the printer or print server has not changed since the last time users were able to print to it.  Many printers are able print out their settings.  Use of Manufacturer specific applications may be needed to view printer settings or print server settings.

Restarting the Linux Print Queue

There are two possible print managers in use on the GTS Breakaway servers, LPD and CUPS. Use one of the following commands to restart the print queue. (Which one depends on which printing service was installed.)

service cups restart

service lpd restart

You should see something like this:

If you get the following message, then the print spooler was stopped when you ran the restart command:

Restarting the jBase Print Queue

There are two ways to restart the jBase print queue. You can restart the entire process or just individual print queues.

To restart the entire print service, enter the following command:

:REST-SPOOLER

The colon is required in the command, and you must also have root privileges. (from the gtsadmin logon, type su, and enter the root password)

To restart an individual print queue, enter the following two commands:

SP-STOP PRINTER<printer_number>

SP-RESUME PRINTER<printer_number>

After running these commands, check in SP-STATUS to make sure the print queue is listed as ASSIGNED. SP-RESUME can also be run when the queue status is listed as KILLED.

I/O Error in SP-STATUS

Occasionally you may get a printer call, and find that the jBase print queue says I/O Error. Check in printconf-tui for the printer’s IP address and verify that you can ping it. You may also want to do a test print. If those work, then attempt to do an SP-RESUME on the jBase print queue. If this does not put the queue back in to ASSIGNED status, do the following:

  • Verify with the customer that it is alright to clear the jobs out of the print queue. (If ok, then continue)
  • Obtain root privileges with your gtsadmin account.
  • In SP-STATUS, type option 6 to the list the print jobs.
  • Try deleting the first job in the queue by Entering option 5, and then at the prompt type in the Job id of the first job for the affected printer.
  • Once the job has been cleared, enter option 99 to exit SP-STATUS
  • Run SP-RESUME on the print queue to restart
  • Verify in SP-STATUS that the print queue is back to ASSIGNED
  • If this does not fix the issue, try clearing all jobs by returning to the list of print jobs, and using option 14. Try resuming the queue again.

jBase Spooler (jSpooler) corruption

In cases where the jSpooler gets corrupted, it can be recreated two way. The first way is to just recreate it from scratch. Only use this method if the user has no saved spooler files. The second method is to restore the spooler from backup.

Method 1

To create a brand new jSpooler, make sure gtsadmin has root privileges, and then run the following commands:

:SP-NEWTAB

-Select option 4 from the displayed menu, and change the entry to NONE

-Enter C to continue with the jSpooler creation

The new spooler will need to be populated with printers. Enter SP-STATUS, and select option 2 to change the queue name of the default printer STANDARD, and change it to PRINTER0. Exit SP-STATUS using option 99.

Create new printers from 1 – 99 using the following commands:

SP-CREATE PRINTER# PROG lpr –Plp<printer_number>

SP-SKIP PRINTER# 0

A script can be written and pasted in to Linux to create all the printers at once.

Method 2

As part of the backup process, each Breakway server backs up the jSpooler to the /GTS/system directory as spool.Z.

To restore the spool.Z file to jSpooler, follow these commands:

  • Obtain root privileges for the gtsadmin user account
  • cd to /GTS/system
  • Run the following script:

gunzip –c spool.Z | jrestore

  • Restart the jSpooler using :REST-SPOOLER

Verify that the jSpooler has been restored by viewing it in SP-STATUS

Have the customer test printing

Linux print queue status and jobs

To view the current status of a Linux queue and see its status run the following:

lpq –Plp<printer_number>

The screenshots below display what you may see:

Among the items displayed are:

  • The print queue name , server, and port address
  • A listing of how many printable jobs or “no printable jobs in queue”
  • The queue status and the last job printed and removed from the queue
  • A listing of all jobs or if the queue is empty

Clearing Linux print jobs

Occasionally a customer will have a stuck printer and need to have the jobs cleared from it. In previous slides you saw how to clear jobs from jBase, however, if the jobs have already progressed to Linux, you will need to use the following the Linux command lprm. This command is good if you only need the oldest jobs cleared or all the jobs cleared. There is no way to “cherry pick” jobs to clear.

  • Use the lpq command from the previous slide to view the jobs and status of the print queue.
  • To clear the oldest job from the queue, enter the syntax as follows:

sudo lprm –Plp<printer_number>

  • To clear all print jobs from the queue, enter the command below:

sudo lprm –Plp<printer_number> all

*The sudo command is not part of lprm, but does give root privileges to the gtsadmin user account when used for certain commands. You can use lprm without sudo if you use su from gtsonline logon.

 

 

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