WorksheetsTsuper!
Total questions: 20
Worksheet time: 20mins
What do customers need to ask from their router / network provider if we've already completed all necessary steps to troubleshoot wireless issues?
Network name (SSID)
Anti-virus software
Wireless passord
Security type
Router name
Customer called in for a WorkForce ET-4750. Which email template should we send to the customer as per Service Alert: Offering E-Call for Print Quality Issue?
Print quality troubleshooting
Print quality troubleshooting - Eco tank
To determine that the computer and the printer are communicating over the network, we have to _____.
ping the IP Address of the printer
print a Windows Test Page
install the printer and the scanner drivers
copy a document or photo
What type of virtual printer port is used by the printer for Epson printers that are connected to the network?
Standard TCP/IP Port
EpsonNet Print Port
LPT1
USB001
What do we PING for the device Connection to Pass?
IP address of the Computer
IP address of the Printer
USB Printing Support
Where in the PC do we go to check for the printer icon?
Control Panel
Device Manager
Devices and Printers
Mr. O'Brien's Artisan 810 was able to copy before calling us. USB printing support was also present in the device manager. How will you know if the printer driver works?
Probe if the customer installed the driver using the disc or download.
Print a Windows Test Page.
Do a nozzle check to confirm printer's functionality.
Set the printer to default and ask the customer to print from any application.
We reseat the USB cable in order for us to add the printer icon back in the Devices & Printers window
True
False
We always advise our customers to turn OFF the printer and unplug the power cable before moving the ink carriage/doing a carriage fix as part of troubleshooting a Paper jam error.
True
False
We always choose "The printer I want isn't listed" whenever we add the printer manually in Windows 10
True
False
A customer says, "My Epson WF-3540 doesn't print. It just spits out blank pages. It feeds the paper through, but doesn't give me any printout." This means all of the ink cartridges are not recognized.
True
False
Select below the two ways on how we can get the IP and DG of the printer
Print a Nozzle check
Print a Network status sheet
Windows Test page
View WiFi/Network status on the LCD
Select the things we check in Devices & Printers before printing a Test page
Should only have 1 printer icon for that model
It should print a Test page
No pending documents
Set as Default printer
Both Printer and Scanner icon should be available
Select some ways on how to launch the Print Window
CTRL + P
File > Page Setup > Print
File > Print
Click the "Print" icon on the screen
Use iPrint to print from PC
iPrint App is for Android devices only since for iPhones and iPads we recommend the use of Airprint
True
False
Select the right TS flow for an AIO printer connected via USB cable and is having an issue printing from the PC
Copy - Imaging Devices - Print Test page
Nozzle check - Command Prompt - Print Test page
Copy - USB printing Support - Print Test page
Nozzle check - Device Manager - Command Prompt - Print Test page
The Expression Photo HD XP-15000 Wide-format Printer supports 13 x 19 paper size
True
False
What's the file name of the Drivers and Utilities Combo Package Installer for the Epson Workforce WF-3640?
WF3640_64_NA.dmg
WF3640_Lite_64_NA.dmg
Epson_WF3640_64_NA.dmg
You found out that there are THREE printer icons showing for your printer under Devices and Printers. What should be your next step?
Delete all of them and add just one
Try each icon and see what among them will print the Test Page
Check for pending docs, delete all then add just one
Cust wants to know if he can connect the printer to both USB and Network at the same time. As an agent, you should proceed with normal TS as usual.
True
False
