Help Desk Tier 1 Installing Printer for Customer, Trouble Ticket Training. My equipment: www.amazon.com/shop/cobuman Like on Facebook facebook.com/cobuman Tech and Science Articles: CosmicNovo.com goo.gl/W5rVa9
Love the videos, please keep up the good work. I just want to add a few things i've learned in the field related to network printers in the office. If you're in an environment that uses Windows 10 and HP printers, it's a good idea to build the print drivers in to your office's golden images. For some reason Windows 10 is quite often looking for a local print driver even for a network printer, and while it can see the printer as an object on the network, it can't sent a print job to it or pull a driver from it. Never had this issue with the few Brother printers on our network but it may go for other manufacturers too. Another good practice is to go to the printer manufacturer's website and get their official driver install tool and add it to your USB toolkit. This is has saved me many headaches and lost time fighting with adding printers to guest machines when we have corporate visitors.
I love your videos - especially because you sound a little like Father Guido Sarducci and there is something about that combined with IT instructional videos that makes your channel fabulous.
Ah yes printers. I work in school tech support and working with printers is one of my least favorite parts of the job. Physically installing and configuring them is not difficult, but when it comes to servicing them, they can be a nightmare to work with. I am very glad our district has a contract with a company that manages and fixes the copiers across our schools. We also have various group policies that add the appropriate school copier(s) based on computer OU. It makes things much easier for us techs. However, classroom printers have to be manually added to teacher computers. No difficult, but annoying to deal with especially when there is no documentation for that printer. I try to maintain an active list of all site printers, their location, and their IP configuration, but not all techs do that. It makes it annoying when going to a new school site and not having any documentation.
Question: if another ex-employee (works remotely) uses an HP printer, then leaves the company, and a new hire takes that printer. How do you reset it for them? I’m having issues where the printer picks up, but it does not allow this user to print or scan. This new hire user utilizes VPN on her laptop. I’ve tried disabling ipv6 to test if it is causing issues or attempted using the printer without connecting to the VPN to test if the VPN is the issue, but it’s not. I also tried re-adding it with the hp app online by downloading the software. I’ve added vía control panel and printer scanner settings and it adds but does not let her print it. Any suggestions, please?
I'm not sure if you're talking about a local printer or a network printer. If it's a local printer (at home) then you don't need to worry about ip addresses. All you need to do is connect the printer to the PC (with cable), then install Printer software for that HP printer. I'm assuming this employee works from home because you've talked about using VPN... Now, if it's a network printer located on the company's network... then you would install by adding a network printer with ip address or host name (after connecting to VPN). I would use the printer's IP address to configure a network printer in case there are DNS issues with VPN.
@@Cobuman Hello, yes so it's company provides HP printer that she uses to work remotely and it's connected via wifi. It gives her issues where it does not print or scan even after adding it via the control panel or printers in scanners in windows ten pro.
@@xp10290 oh, okay. In that case I would add the printer using the IP address of the printer from the local network. She would need to tell you what that is.
Hi Alina, Comptia A+ can help you get a job. This basically tells employer that you know how to work on computers. I have a playlist to help get you started: ua-cam.com/play/PL4jgQJG6eMDMjWvGV9in0YfkAIGltkIZe.html Study as much as possible before talking the exam. Good luck and don't hesitate to ask me for help. 😁
Hey ervin can you please give me another example of dealing difficult customer please I would appreciate if you can give a real scenario also. I need to answer this in my interview so please
Sure thing. The main thing is to remain calm. Try to help without interrupting the customer. And if you can't help, say that you will get someone who can.
nice video cobu, but wouldnt a user be confused by asking them fo IP address, a lot of people wouldn't know what that is. but well done video clear and concise. its Eddie from zoom chats with Kevtech and danish on saturdays
Hey Eddie, good to see you here. You right, user can get confused about ip address. If it's an office printer it should have a sticker or label with: ip address/host name/Brand name/model of printer (we should be able to guide them in reading those back to us). For home install you don't necessierly need to ask them about ip address because of most printers are USB.
I am trying for many months to share printer over LAN but always showing 11b error. The OS window 10 updated regularly. Tried all the possible solutions like updating windows, drivers, disabling firewall etc. But nothing works. Not just from a particular pc but I tired on different set of PCs over the same network, all pc using windows 10 regularly updated.
Is the printer connected to a regular PC and then shared or is it setup through the print server? Here is my video on adding a network printer: ua-cam.com/video/fRAEZwBsmqM/v-deo.html
Printer is connected to regular pc and then shared. I have been sharing printers successfully like this before windows 10 and also during early days of windows 10.
Good question. If you don't know the ip address, there should be a printer name. I mean, there should be some kind of a label on the printer, right? :)
You can ask the user because they have physical access to it. Usually, it's written on the printer or you can print the "printer settings" page while at the printer. Alternatively, you can ask user for the location of the printer; i.e. printer on 2nd floor, building A. Printer host names should also have an identifier of the location, so if you search the network it should come up. You can ask the user to send you a screenshot from a co-worker who already has the printer installed... etc, etc, etc. Many ways to get this information.
That's a great question. The IP address or the Printer Host Name should be written or labeled somewhere on the printer. Otherwise, they would need to either check the network settings or print out configuration/status page. It varies from printer to printer, but there really should be written somewhere on the printer so this can be accessed quickly. Like, it would be silly not to have this.
Every IT dept. does things a bit differently. As an IT tech for a school district, I have been compiling a list of all of the classrooms across my assigned sites that have printers. I have put them on a Google Sheet with each campus on its own page. I then start building out my sheets. I put columns for room number, printer name, make, model, IP address, MAC address, and a notes section. It is a lot of tedious upfront work but is very helpful once it is built and kept updated. If it can save us a trip or two, I say its well worth it.
Hi :) Do you have a chance in your system to put some tickets on hold,. if you for example struggle with some case and you have to ask colleagues? I could see that it was a window showing ''1 hour to complete the task'' but there are situations in which we need more time and the SLA may breach.
Great question. Depends on the company you work for... in most cases you can hold on to a ticket for a bit while you figure out how to fix the issue or you simply have too many tickets that were assigned to you. If you watch some of my newer Help Desk videos I do this all the time because sometimes you have to wait for the user to be free or provide more information. One thing to keep in mind is that if you have a ticket you take ownership of the issue; so, if you can't fix it within reasonable time you would pass it on to someone else. Don't worry about SLA when starting Help Desks because in the beginning they are not going to be great anyway so take your time working on the tickets at first.
Good question. I use DameWare to connect and take control of user's computer. Sometimes, I just send them a website link that allows me to connect to their computer... DameWare and other Remote Tools can allow you to do this; however, user has no reason to refuse if they want help. If they refuse then you just close the ticket saying that they refused. Nothing else that can be done.
We are using Windows Server 2012 R2 - We have received some issue in print spooler - Windows could not start the print spooler service on local computer Error 1053: The service did not respond to the start or control request in a timely dashion. how to solve this issue anyone help us
Once you find out which printer user wants to install (name and/or physical location)... you should be able to figure out which ip address it has. For local printer you don't need ip address if it's connected directly to computer.
Good point. If they can't find you can also connected and take control another way. For example, with Dameware you can send them a link that allows you to connect their computer: ua-cam.com/video/3NAanEcnVfU/v-deo.html
Help Desk Tier 1 Installing Printer for Customer, Trouble Ticket Training.
My equipment: www.amazon.com/shop/cobuman
Like on Facebook facebook.com/cobuman
Tech and Science Articles: CosmicNovo.com goo.gl/W5rVa9
You got the best help desk walkthrough videos man here on UA-cam and it’s very educational with it being step by step man. Thank you for sharing.
Thanks for the compliment.
Love the videos, please keep up the good work. I just want to add a few things i've learned in the field related to network printers in the office. If you're in an environment that uses Windows 10 and HP printers, it's a good idea to build the print drivers in to your office's golden images. For some reason Windows 10 is quite often looking for a local print driver even for a network printer, and while it can see the printer as an object on the network, it can't sent a print job to it or pull a driver from it. Never had this issue with the few Brother printers on our network but it may go for other manufacturers too. Another good practice is to go to the printer manufacturer's website and get their official driver install tool and add it to your USB toolkit. This is has saved me many headaches and lost time fighting with adding printers to guest machines when we have corporate visitors.
Thanks Erik. I appreciate the tips. 😊👍
Thank you for the video Cobuman!
My pleasure!
I love your videos - especially because you sound a little like Father Guido Sarducci and there is something about that combined with IT instructional videos that makes your channel fabulous.
😁I'm glad you're enjoying my videos.
Thanks, Cobuman great job keeping it simple
Ah yes printers. I work in school tech support and working with printers is one of my least favorite parts of the job. Physically installing and configuring them is not difficult, but when it comes to servicing them, they can be a nightmare to work with. I am very glad our district has a contract with a company that manages and fixes the copiers across our schools. We also have various group policies that add the appropriate school copier(s) based on computer OU. It makes things much easier for us techs. However, classroom printers have to be manually added to teacher computers. No difficult, but annoying to deal with especially when there is no documentation for that printer. I try to maintain an active list of all site printers, their location, and their IP configuration, but not all techs do that. It makes it annoying when going to a new school site and not having any documentation.
Yeah, nobody likes printers. 😁
Greetings from Colombia!
Hello Eduardo! :)
best youtube channel for desktop engineer :)
its very in trusting and helpful videos thank you so much for like made this type videos
My pleasure.
Merci beaucoup teacher ❤
My pleasure.
Thanks Ervin for your great videos. If I may ask what program are you using for your help desk tutorials? Thanks again.
My pleasure. For editing videos I use Adobe Premiere. The ticketing system is called Jira.
Thanks again.
Thank you
Sure thing!
Hello. Could you please make a video on Cherwell Ticket system?
I will add to my list.
Loving your videos. Thanks sir
My pleasure. Glad you like them!
I’m present!!
you are awesome sir.😊
Thank you so much 😀Good to see you again.
Question: if another ex-employee (works remotely) uses an HP printer, then leaves the company, and a new hire takes that printer. How do you reset it for them? I’m having issues where the printer picks up, but it does not allow this user to print or scan. This new hire user utilizes VPN on her laptop. I’ve tried disabling ipv6 to test if it is causing issues or attempted using the printer without connecting to the VPN to test if the VPN is the issue, but it’s not. I also tried re-adding it with the hp app online by downloading the software. I’ve added vía control panel and printer scanner settings and it adds but does not let her print it. Any suggestions, please?
I'm not sure if you're talking about a local printer or a network printer. If it's a local printer (at home) then you don't need to worry about ip addresses. All you need to do is connect the printer to the PC (with cable), then install Printer software for that HP printer. I'm assuming this employee works from home because you've talked about using VPN...
Now, if it's a network printer located on the company's network... then you would install by adding a network printer with ip address or host name (after connecting to VPN). I would use the printer's IP address to configure a network printer in case there are DNS issues with VPN.
@@Cobuman Hello, yes so it's company provides HP printer that she uses to work remotely and it's connected via wifi.
It gives her issues where it does not print or scan even after adding it via the control panel or printers in scanners in windows ten pro.
@@xp10290 oh, okay. In that case I would add the printer using the IP address of the printer from the local network. She would need to tell you what that is.
hello cobuman, is getting Comptia A plus, a good idea star working as a help desk.
Hi Alina, Comptia A+ can help you get a job. This basically tells employer that you know how to work on computers. I have a playlist to help get you started: ua-cam.com/play/PL4jgQJG6eMDMjWvGV9in0YfkAIGltkIZe.html
Study as much as possible before talking the exam. Good luck and don't hesitate to ask me for help. 😁
It is better to add a network printer via network printer name or via up address? Which is better to do?
via ip address is better, just in case DNS stops working.
Hey ervin can you please give me another example of dealing difficult customer please I would appreciate if you can give a real scenario also. I need to answer this in my interview so please
Sure thing. The main thing is to remain calm. Try to help without interrupting the customer. And if you can't help, say that you will get someone who can.
nice video cobu, but wouldnt a user be confused by asking them fo IP address, a lot of people wouldn't know what that is. but well done video clear and concise. its Eddie from zoom chats with Kevtech and danish on saturdays
Hey Eddie, good to see you here. You right, user can get confused about ip address. If it's an office printer it should have a sticker or label with: ip address/host name/Brand name/model of printer (we should be able to guide them in reading those back to us). For home install you don't necessierly need to ask them about ip address because of most printers are USB.
bro, what application are you using for your help desk support
Jira
hey siir, how did you remote acces their computer please?
There are many different programs that do this. I like to use Dameware.
I am trying for many months to share printer over LAN but always showing 11b error. The OS window 10 updated regularly. Tried all the possible solutions like updating windows, drivers, disabling firewall etc. But nothing works. Not just from a particular pc but I tired on different set of PCs over the same network, all pc using windows 10 regularly updated.
Is the printer connected to a regular PC and then shared or is it setup through the print server? Here is my video on adding a network printer: ua-cam.com/video/fRAEZwBsmqM/v-deo.html
Printer is connected to regular pc and then shared. I have been sharing printers successfully like this before windows 10 and also during early days of windows 10.
One doubt what is cobu...🤔
I hav d same doublt as welll😅
But how does he find out the printer's IP address and if we have to find the IP address how can we do this?
Good question. If you don't know the ip address, there should be a printer name. I mean, there should be some kind of a label on the printer, right? :)
May i know that if i want work as a self how i can get these helpdesk
tickets?
What exactly are you asking? Do you want to self-host a ticket system to use for your IT job or do you want to work on actual tickets?
how did you obtain the ip address for the printer? i mean for the video you knew the the address but from a remote you wont know the address
You can ask the user because they have physical access to it. Usually, it's written on the printer or you can print the "printer settings" page while at the printer. Alternatively, you can ask user for the location of the printer; i.e. printer on 2nd floor, building A. Printer host names should also have an identifier of the location, so if you search the network it should come up. You can ask the user to send you a screenshot from a co-worker who already has the printer installed... etc, etc, etc. Many ways to get this information.
@@Cobuman ok thank you :D
@@josh-do9kq
Noob question here. How do you get the IP address of the printer? I feel like that's something the user would ask me If asked them to supply it.
That's a great question. The IP address or the Printer Host Name should be written or labeled somewhere on the printer. Otherwise, they would need to either check the network settings or print out configuration/status page. It varies from printer to printer, but there really should be written somewhere on the printer so this can be accessed quickly. Like, it would be silly not to have this.
@@Cobuman gotcha thanks for answering cobuman. And great video as usual
Every IT dept. does things a bit differently. As an IT tech for a school district, I have been compiling a list of all of the classrooms across my assigned sites that have printers. I have put them on a Google Sheet with each campus on its own page. I then start building out my sheets. I put columns for room number, printer name, make, model, IP address, MAC address, and a notes section. It is a lot of tedious upfront work but is very helpful once it is built and kept updated. If it can save us a trip or two, I say its well worth it.
Hi :) Do you have a chance in your system to put some tickets on hold,. if you for example struggle with some case and you have to ask colleagues? I could see that it was a window showing ''1 hour to complete the task'' but there are situations in which we need more time and the SLA may breach.
Great question. Depends on the company you work for... in most cases you can hold on to a ticket for a bit while you figure out how to fix the issue or you simply have too many tickets that were assigned to you. If you watch some of my newer Help Desk videos I do this all the time because sometimes you have to wait for the user to be free or provide more information. One thing to keep in mind is that if you have a ticket you take ownership of the issue; so, if you can't fix it within reasonable time you would pass it on to someone else. Don't worry about SLA when starting Help Desks because in the beginning they are not going to be great anyway so take your time working on the tickets at first.
And Sir what if user refuses to give PC's hostname and printer's IP address since it is very confidential for company? What to do in this case??
Good question. I use DameWare to connect and take control of user's computer. Sometimes, I just send them a website link that allows me to connect to their computer... DameWare and other Remote Tools can allow you to do this; however, user has no reason to refuse if they want help. If they refuse then you just close the ticket saying that they refused. Nothing else that can be done.
present!
hello :)
Windows 10 mickey mouse looking stuff gave me a laugh :)
haha 😁
We are using Windows Server 2012 R2 - We have received some issue in print spooler -
Windows could not start the print spooler service on local computer
Error 1053: The service did not respond to the start or control request in a timely dashion.
how to solve this issue anyone help us
Hello 🌺
Hello 😊
How you can find the printer ip address?
Once you find out which printer user wants to install (name and/or physical location)... you should be able to figure out which ip address it has. For local printer you don't need ip address if it's connected directly to computer.
Some users don't know how to find PC Name.
Good point. If they can't find you can also connected and take control another way. For example, with Dameware you can send them a link that allows you to connect their computer: ua-cam.com/video/3NAanEcnVfU/v-deo.html
Imagine asking a customer to give the ip address of the printer instead of asking the printer name???? Wow