Last Updated: September 2024
Intended Audience: School staff that print exams (e.g. IAs) via the Print Tool application
Context: When printing IAs with your school's printer and the Print Tool application, you may receive an error message in the Print Tool application. Use the troubleshooting steps below to locate the error message and verify your printer is properly setup or compatible.
How to locate the Error Message and Error Log file:The error message: In the print tool application you will see: "We weren't able to reach a printer at [your school printer's IP address]"
The error log file: 1. Locate the line "Log file written to" 2. Copy (ctrl + C) the path in blue (see pink bracket below) 3. Open File Explorer, paste (Ctrl + V) the path, and hit enter 4. Depending on your computer, the log file may open in Notepad or a similar program. 5. Save the error log file and share it with your IT Support team.
Common error logs:Error message: HTTPError and ERR_NON_2XX_3XX_RESPONSE Fix: Follow the steps in this article to ensure the IPP setting is enabled Error message: ECONNREFUSED Fix: Follow the steps in this article to ensure the IPP setting is enabled Error message: cilent-error-not-found Fix: Follow the steps in this article to ensure the IPP setting is enabled Error message: ENOTFOUND Fix: Follow the steps in this article to ensure the IP address doesn't have a typo |
Troubleshooting steps if the print tool reports an error:
1. Verify the IP address:
On your printer (the screen/buttons may differ based on printer model) go to Device Information and verify that the printer's IP address matches what you entered into the Print Tool:
2. Verify that you are on your school network:
When using the print tool, you must be on your school's wifi network (or using VPN to access it if you are home).
3. Restart your printer and print tool
Close your print tool and re-open it. Power off your printer and turn it back on.
4. Try entering the IP address these 3 different ways:
There are 3 ways you can add your copier's IP address into the print. Try all 3 below:
- Option 1: use Ctrl + C to copy and Ctrl + V to paste
- Option 2: right click to copy and paste
- Option 3: Type in (not recommended due to potential typos)
5. Verify that you can connect to the printer’s admin site:
While still on your school's wifi network, in a new browser window (eg Google Chrome) enter the following to access your printer's admin site:
http://<insert the ip address of your printer>
Or
http://<insert the IP address of the machine>/printmanager.html
For example: http://10.57.121.215
If it did not work, you may see the following error page or a 400 error page. Please contact your IT team or printer's service provider for support as your printer may not be reachable:
If it did work, you will then see a login page:
Use the credentials:
User Name: administrator
Password: 7654321
If these credentials do not work, please contact your printer's service provider for support.
Once logged in, you will see the homepage of the printer admin site:
6. Verify that IPP is enabled and configured:
While still in the printer admin site, access the IP Print Settings:
Go to Preferences > Network Settings > IPP Print Settings
Note:
- Some printers have a Properties page for settings
- If you do not have access to the settings page, please contact your IT Support team for help.
Next:
Ensure that "Use IPP" is selected
Ensure that "Allow When Using TLS" is not selected
Ensure that "Use Authentication" is not selected:
Then close and re-run the print tool.
If error still occurring, continue to the next steps.
7. Verify that Spool is turned off:
While still in your printer's admin site, navigate to Spool Function settings:
Next, turn off the Spool function.
Please contact your IT team if you need further support.
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