Printer Trouble Shooting Guide

Printer Trouble Shooting and Installation Guide

Purpose & Scope Printer Trouble Shooting Guide Procedure To add a new printer Go to System Maintenance, System Control, Hardware Control, then Printer Maintenance. Click on the ADD NEW printer button. Enter a name for your printer, not to exceed 14 characters and no spaces. Leave the branch blank for all, or click on branch specific to select the branch the printer is to appear in. Enter a printer type. a. Logo is used for all barcode printers, EMAIL and EXCEL, any printers to be used for printing Logos, and any non-PCL3 (or higher) printers. b. Text is used for excel, and printers that are used for checks, and condensed reports c. Barcode is selected for barcode utilized printers.

1. IBM is used for IBM Pro printers (or printers that emulate the same). 2. Epson is used for Epson (or printers that emulate the same). 3. Microline for Microline (or printers that emulate the same). 4. HP PCL 3 is the most commonly used one and is used for PCL 3 or higher printers (PCL compatible printers are not PCL 3 or higher. If you have one of these you will have to try each of the different types). If printing checks and condensed reports you need at least one printer that is a text type printer. . Select S for Spooler in the device command field. Then click on the REMAP button to bring up your Windows Printer List. Click on the down arrow next to the printer driver displaying in the box to select the printer you want to use when calling this printer name in Rollmaster. Exit the program completely and log back in to RollMaster, for changes to take effect.

To change Company Wide settings on an existing Printer:

Go to the edit existing button. 1. Change applicable settings, and choose the save button. Exit the program completely and log back in to RollMaster for changes to take effect.

To Change Settings on Existing printer for individual computer:

Go to the user/machine specific info settings. 2. Then click on the REMAP button to bring up your Windows Printer List. Click on the down arrow next to the printer driver displaying in the box to select the printer you want to use when selecting this printer name in Rollmaster. No need to exit program, changes are immediate. Note: All printers can be setup one time on any computer and yet be pointed to a different driver with the following exception: a. EMAIL must be set up on each computer allowing email access and must point to the driver RMPDF. b. EXCEL must be setup once and point to RMPDF as the printer driver. The printer type settings should be Text and text default. You will get a final question of “Is this a graphical printer”. Answer yes if the printer is EMAIL, EXCEL, a printer that will be used to print documents with logos, or a non PCL3 or higher printer. Answer no if the printer is going to be used to print checks and condensed reports. Any HP PCL printer cannot be setup on one computer as graphical No and another computer using the same name as graphical Yes. In the event you need that scenario, just create a two different names one for text and one for graphical, and you can point them both to the same printer, but one you will answer graphical yes and the other you will answer graphical no. Finally exit the program completely if you have changed or edited Global (company-wide) settings, this is not necessary for only User Specific changes. Log in fresh and print a simple document to check it. If you have problems and want to make changes, go back to the Printer Setup module.

Additional Comments Common problems: Q: I can’t find my printer name in the list. A: Make sure there are not more than 15 printer names for a particular branch. Make sure your printer name doesn’t have spaces or is longer than 14 characters. Q: Email is printing a blank page. A: Remap your EMAIL printer to make sure it points to RMPDF as well as check if the user control for the person (User Control 4 in System Maintenance, System Control, User Control) has a Y to allow the user to have access to EMAIL. Q: I made the changes but it still doesn’t print or print correctly. A: Make sure to log out completely (IF A global change, not user specific), and log back in fresh after any changes. Q: I have some garbage S10] at the top or bottom of the page. A: This is generally an indication that you have the wrong printer type. Try changing it. Start with the last, if that doesn’t work, try the next one up, and keeping working backward until you find the type that works. Remember to exit the program each time you make a change and log back in fresh, for all but computer specific map changes. Note: Any other problems are generally resolved with remapping your printer to the correct printer driver.

If you are still having problems after trying the above procedures, call 800 777-4101 or email Rollmaster Support at rmaster.com for assistance. If you do not have a Hardware Support contract, the programmer’s time may be billable.

Non-RollMaster Hardware Telephone Support Issue Agreement Authorization to Charge Credit Card

This agreement is intended to attempt to resolve issues related to your local network and/or printer issues that we have determined to be outside of the normal scope of software and/or RollMaster hardware related support.

AUTHORIZATION TO PROCEED. I, on behalf of the company (identified as the cardholder in this letter), agree to pay for telephone hardware technical support. The initial fee is $140.00 and includes up to 2 hours of troubleshooting, evaluation and hopefully issue correction. Additional time will be billed at the rate $40.00 per 30 minutes of support time, billable in 30-minute minimum increments, based on our time keeping records. I agree that the charge is not refundable and that we will not question the amount of the charge or challenge the time used to calculate the fee charged to this credit card whether the problem is corrected or not. I understand and agree that your technician will make his “best effort” to remedy our problem, without warranty or guarantee.

AGREEMENT TO PAY FEES. I hereby agree to all pricing, and payment terms. I understand and agree that the use of the software may be restricted if the payment terms outlined herein are not honored. I understand and agree that, based upon my agreement, you will be performing telephone hardware support services, and that any fees paid or deposit given is not refundable under any circumstances. The authorized signature below indicates the acceptance of these terms. I understand that the Roll-Master software license agreement is important to protect the software’s value as intellectual property, and I agree that the company is bound by the terms of that agreement.

APPLICABLE LAW. I attest to the fact that I am authorized to execute this sales agreement as well as the software license agreement on behalf of the company, which is a business involved in the sale of floor covering products. I further agree that any dispute that may arise from this transaction shall be interpreted by and subject to the laws of the State of Louisiana and that the exclusive site of any action relating to this agreement shall be in the Parish of Orleans, State of Louisiana. I further agree that any federal, state or local taxes that may be due on this transaction are my responsibility.

Card Holder Name: ______Card Holder Address: ______Credit Card Account Number: ______Expiration Date: ______Credit Card Security Code _____ (This is either a 3-digit number on the back of the card immediately following the account number, or 4-digits on the front of the card, usually above the account number.) Cardholder agrees to the obligations set forth in the cardholder’s agreement with the issuer, as well as the terms of sale and license agreement provisions of the Textile Management Systems agreement, previously executed.