Anything Else
Troubleshooting - Checklist
Guest
1/6/2010
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Questions to answer before contacting Technical Support
General information
· PrintBoss Serial Number? (on the main screen of the program)
· PrintBoss Version? (Under Help / About)
· Host Accounting Software (HAS) Package?
· HAS product version?
· What Operating System is the workstation?
· Is Citrix, Terminal Services, or Remote Desktop used to access PrintBoss or the HAS?
Installation issues:
· Is this the first time installing the product?
· Getting errors with activation or installation?
· Reinstalling product on same machine or adding a secondary machine?
· If reinstalling, why? Typically PrintBoss does not need to be RE-installed.
· Do users have FULL CONTROL of the PrintBoss folder and its contents?
[Note: This is required for all PrintBoss users – not just for installation.]
Error message:
· What exactly is the user doing at the point of the error message?
· What exactly does the error message say?
Nothing prints:
· Can the user print a test page to the Laser Jet? If not, then this is not a PrintBoss issue.
· Does the document print if the PrintBoss program is started first?
· Can the document print directly to the LaserJet printer (it won’t be formatted, but is the accounting data visible)?
· What model printer is being used?
· What driver is being used for the printer? (PCL5e or PCL6 is required for PrintBoss)
Wrong thing prints:
· Be specific about what is wrong.
· Is the check missing the boxes, MICR, company information?
<em>edited by Nancy Miner on 1/6/2010</em>
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