H Support information to collect
Efficient troubleshooting leading to issue resolution requires collection of basic and extended
information related to the reported incident. Use this worksheet as the first step to contacting
technical support.
1) Symptoms
a. What is the reported issue?
b. What are the symptoms?
c. Location of the issue (client, server, printer)?
d. Provide error messages and location source?
e. How often does problem occur?
f. Exact steps that produced the reported issue?
2) Printer driver
a. Determine the HP UPD driver version
1. In the Printers folder, right-click on the HP UPD driver/queue and then select Properties.
●
For a traditional mode installation, select the About tab. The version displays at the top.
● For a dynamic mode installation, the version displays on the lower left.
2. Test the latest version of the HP UPD available from
www.hp.com/go/upd
Does the error occur with the latest version of the driver from hp.com?
b. Determine the installation details
1. What is the printer description language, PS, PCL5, or PCL6?
2. Is this a new installation of the HP UPD, or an upgrade of an existing HP UPD installation?
3. Is the installation HP UPD onto the server, the print client, or vended from print server to client
(PnP)?
ENWW 1) Symptoms 225
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