This chapter contains troubleshooting procedures for diagnosing error conditions on the printer system.

When a printer problem occurs, information may be displayed on the user's terminal if the /NOTIFY qualifier is included on the PRINT command line. This information may indicate the cause of the failure.

Check the job trailer page from the print job, which shows some of the messages that result from printing. Problems with the print files are indicated on a file error page (see Section 6.6).

When a printing system problem occurs, examine the console output or the OPERATOR.LOG file for operator communication manager (OPCOM) messages. If your terminal is not running OPCOM, use REPLY/ENABLE to enable PRINTER and CENTRAL messages. Restart the symbiont, and reprint the job. Then you can read the relevant messages. This procedure requires OPER privileges. Printer messages are listed in the User's GuideUser's Guide.

11.1 What to Do if a Serial Printer Is Not Printing

When you examine the OPCOM messages, look for a message from the printer indicating NOTREADY. This message indicates that the printer is unable to acknowledge any queries from the system. Check for the following:

• Faulty communication line or cable
• Incorrect port baud rate setting
• Incorrect switch settings or front panel settings
• Excessive line noise resulting in lost response from the printer
• No power to the printer
• Faulty connector or incorrect type of connector
• Incorrect bits/character, incorrect parity, or both

The steps in this section apply to any serial printer on a local line.

Step 1: Print a test page

Manually print a test page on your printer, following instructions in your owner's manual.

If able to print a test page, go on to step 2 to check the printer hardware and software configurations. If the printer does not produce a test page, check the printer hardware.

• Is the power on?
• Is the printer on line?
• What is the status of the print engine?

Step 2: Check the printer hardware and software configurations

The configuration settings on the printer and in the software associated with the printer must be the same. To verify that the settings match, check a printed summary sheet or the printer console or switches to verify that the settings are consistent for the following settings:

• Paper size
• Communication: 9600 baud (or appropriate baud rate)
• Eight bits, no parity (required)
• Flow control

Refer to the printer owner's manual for information on how to change these settings.

Check the terminal device characteristics of a directly-connected serial printer by issuing the following command on the node of the device:

$ SHOW TERMINAL device-name[:]

The variable device-name is the device name in the printer startup file in parameter p2 of the execution queue definition.

Check for the following characteristics:

• Eight bits
• Parity: None
• Input speed: 9600 baud
• Output speed: 9600 baud

The summary sheet and the terminal settings should be the same.

If your printer interface runs at a different speed, make sure you set the same configuration switch settings and device characteristics.

If the printer is connected directly to the host, check the baud rate setting in the printer startup command file. If you did not enter a baud rate in parameter p6 of the execution queue definition, the startup procedure sets the printer speed at 9600 baud. Refer to the SET TERMINAL command in the OpenVMS DCL Dictionary for information on changing the system's interpretation of the device characteristics.

If your printer is connected by a LAT device to a local area Ethernet, see Section 11.1.3.

If the settings agree and the job still does not print, go to step 3.

Step 3: Check communications software

Test the operation of the communications equipment by attempting to send data directly to the device. To perform this procedure, make sure the queue is paused (see Section 5.7).

The device must not be spooled to accomplish this procedure. If the device is spooled, enter the following command:

$ SET DEVICE LTAnnnn:/NOSPOOL

To test the communications setup, issue the SET HOST/DTE command to the printer. Use the commands in the following examples:

$ SET HOST/DTE LTA9092: Connection established, type ^\ to exit Ctrl/T %%[ status: idle ]%%

After you press Ctrl/T, you should receive a message in the form of %%[Status: description]%%. If you receive this message, the connection to the printer is established and working.

If no message of this type is displayed, enter the commands in the following example:

^\ $ COPY TT: LTA9092: showpage Ctrl/Z $

The test is successful if a page of paper is ejected from the printer. If no paper is ejected, there is a faulty connection with the printer. In this case, check the communications cables. Then try the commands in the first example again.

If the COPY command succeeds, but the SET HOST command fails, check the communications cables inbound from the printer to the host node for a faulty connection.

Step 4: Check DCPS$STARTUP.COM

Make sure that the DCPS$STARTUP.COM file reflects your print queue needs and that the changes are appropriate for your printer. To check the printer execution queue characteristics, enter the following command, inserting the name of the printer execution queue:

$ SHOW QUEUE/FULL exec-queue-name

For example, the characteristics for the printer execution queue TXA1_LN03R on host EDEN are as follows:

$ SHOW QUEUE/FULL TXA1_LN03R

Printer queue TXA1_LN03R, on EDEN::TXA1: /BASE_PRIORITY=4 /FORM=DCPS$DEFAULT /LIBRARY=DCPS_LIB /OWNER=[SYSTEM] /PROCESSOR=DCPS$SMB /PROTECTION=(S:E,O:D,G:R,W:W) /SCHEDULE=(NOSIZE) /SEPARATE=(BURST,TRAILER) $

Specifically, check the following:

• Make sure that /PROCESSOR=DCPS$SMB.
• Check that /FORM=DCPS$DEFAULT, or matches the changes you made to DCPS$STARTUP.COM. Ensure that the printer is capable of printing according to the form definition.
• Make sure that the /LIBRARY qualifier value is the same as parameter p3 in DCPS$STARTUP.COM and if it is a logical name, that the logical name has been defined.

If the queue characteristics do not match those defined in DCPS$STARTUP.COM, stop the printer execution queue.

Next, execute the DCPS$STARTUP.COM file, as follows:

$ @SYS$STARTUP:DCPS$STARTUP

Recheck the execution queue characteristics. If the characteristics are correct and the job still does not print, go to step 5.

Step 5: Check queue logical defaulting

Use the following command to check the values of queue default parameters in the DCPS$STARTUP.COM file, in p4 of the execution queue definition, and in parameter p3 of the generic queue definition.

$ SHOW LOGICAL DCPS$queuename_PARAMETER

Step 6: Check the queue configurations

The values provided in DCPS$STARTUP.COM are not validated, but simply passed as parameters to the appropriate OpenVMS commands and utilities. Therefore, the OpenVMS commands and utilities detect and report any errors directly. Refer to the OpenVMS System Messages and Recovery Procedures Reference Manual for an explanation of error messages issued by the following DCL commands:

• INITIALIZE/QUEUE
• SET TERMINAL
• SET DEVICE

When your printer stops printing, follow these steps:

• If your printer fails consistently, follow the steps in Section 11.1.1.
• If your printer fails occasionally, follow the steps in this section.

After checking all messages, including the notification messages from the PRINT command, the console output, and the OPCOM log, go to step 1 if the cause of the problem is not apparent.

Step 1: Print the IVP data sheets

Print the following Installation Verification Procedure (IVP) files from SYS$COMMON:[SYSTEST.DCPS]:

• DCPS$IVP_ANSI.DAT
• DCPS$IVP_POST.DAT
• DCPS$IVP_REGIS.DAT
• DCPS$IVP_TEK4014.DAT
• DCPS$IVP_PCL.DAT
• DCPS$IVP_PROPRINTER.DAT

Remember to use the appropriate DATA_TYPE parameter value, indicated in the file name following the underscore, for each of the files. For example, to print DCPS$IVP_REGIS.DAT, use the following PRINT command:

$ PRINT/QUEUE=queue-name/PARAMETERS=(DATA_TYPE=REGIS)- /NOTIFY SYS$COMMON:[SYSTEST.DCPS]DCPS$IVP_REGIS.DAT

If the files are not printed, go to step 2 to check the files for user error.

If any of the IVP files are not printed, check to see if the translator execution files exist, using the following command:

$ DIR SYS$SHARE:TRN$*.*

Directory SYS$COMMON:[SYSLIB] TRN$ANSI_PS.EXE; TRN$DDIF_PS.EXE; TRN$REGIS_PS.EXE; TRN$TEK4014_PS.EXE; TRN$PCL_PS.EXE; TRN$PROPRINTER_PS.EXE; Total of 6 files.

If the correct files are present, go to step 2.

If any files are missing, reinstall the DECprint Supervisor software.

Step 2: Check files for user error

If a particular file fails to print, examine the trailer page from the print job for messages that indicate the cause of the failure. For an explanation of, and recovery procedures for the error messages, see the User's GuideUser's Guide.

If the file is a PostScript file, an error exists in either the PostScript file or in the application that generated the PostScript file. If the application is supplied by Compaq, submit a Software Performance Report (SPR).

If the file is other than a PostScript file, an error exists in the translation process. If the translator is supplied by Compaq, submit a Software Performance Report.

Sometimes, when the serial communication cable between the printer and the host is disconnected and later reconnected, the active print job displays the status Printing when nothing is happening at the printer. Power-cycle the printer, then resubmit the lost print job.

A network environment allows several separately managed systems to access the same printer. Therefore, when the printer is not printing, you must determine which node has control of the printer.

The remaining sections discuss the following steps in troubleshooting the printer in a network environment:

1. Determining the node that controls the printer:
   • Determine the printing node
   • Determine the LAT node and port name
   • Check the port and system server names
   • Determine the host controlling the printer
2. Troubleshooting the printer:
   • Check port characteristics
   • Follow procedures in Section 11.1.1
3. Other troubleshooting hints:
   • NOTREADY status
   • Common error messages and their probable causes

A network printer may fail to print if another node is accessing the printer, or if the printer has stopped printing. Perform the following steps to determine which host has control of the printer.

Step 1: Determine your printing node

To determine which node runs your printer, issue the following command, inserting the name of the print queue you use:

$ SHOW QUEUE/FULL queue-name

From the first line of the following sample display, you determine that FIERY is the node that runs your printer and LTA546 is the application port associated with the print queue:

Printer queue LN03R3, on FIERY::LTA546, mounted form DCPS$DEFAULT (stock=DEFAULT) /BASE_PRIORITY=4 /FORM=DCPS$DEFAULT (stock=DEFAULT) /NOENABLE_GENERIC /LIBRARY=DCPS_LIB lowercase /OWNER=[SYSTEM] /PROCESSOR=DCPS$SMB /PROTECTION=(S:E,O:D,G:R,W:W) /SCHEDULE=(NOSIZE) /SEPARATE=(BURST,TRAILER) $

Perform steps 2 and 3 on the node (FIERY) that runs the printer.

Step 2: Determine LAT node and port name to which the printer is connected

Look in the LAT startup file SYS$STARTUP:LAT$SYSTARTUP.COM. The SET PORT command associates the application port (LTAd) with a specific port (/PORT=port_name) on the server (/SERVER=server_name).

CREATE PORT LTA546: /NOLOG /APPLICATION ! LN03R3 SET PORT LTA546: /APPLICATION /QUEUE /NODE=TAS204 /PORT=PORT_7

Step 3: Check port and server system names

Ensure that port and server system settings are the same as those in the SYS$STARTUP:LAT$SYSTARTUP.COM. Use the LATCP SHOW PORT command to look at the application port (LTAd) as follows:

$ RUN SYS$SYSTEM:LATCP LCP>SHOW PORT lta546 Local Port Name = LTA546: application Specified Remote Node Name = TAS204 Specified Remote Port Name = PORT_7 Actual Remote Node Name = TAS204 Actual Remote Port Name = PORT_7 Link Name = LAT$LINK

Step 4: Determine which host controls the printer

You can determine which host controls the printer by logging in to a terminal that is connected directly to a DECserver or by connecting to a LAT device over the network. If you have direct access to the DECserver port, go directly to step 4B.

Step 4A: Connect to the LAT device

Use either the Network Control Program (NCP) or Terminal Server Manager (TSM) to connect to the DECserver device over the network.

To use NCP, issue the following commands:

• To determine the type of service circuit, for example UNA--0 or QNA--0, use the following commands:

  $ MCR NCP NCP> SHOW KNOWN CIRCUITS

• To determine the 48-bit Ethernet address (for example, 08--00--2B--05--C7--05), use the following commands:

  $ MCR LATCP LCP> SHOW NODE server-name

  
  For example, to get the Ethernet address for TAS200PSSA, enter the following command:

  LCP> SHOW NODE TAS200PSSA

  Node Name: TAS200PSSA LAT Protocol Version: 5.1 Node State: Reachable Address: 08-00-2B-05-C7-05 Node Ident: LN03R V2.0 DECServer 200 Incoming Connections: Enabled Circuit Timer (msec): 80 Multicast Timer (msec): 30 Service Groups: 15, 31-32 99 Service Name Status Rating Identification BURNET Available 0

  
  In this example, the Ethernet address 08-00-2B-05-C7-05 is displayed.
  You can use the service circuit name and the Ethernet address to make a connection to the LAT node using the following command:

  $ MCR NCP NCP> CONNECT VIA service-circuit PHYSICAL ADDRESS nn-nn-nn-nn-nn-nn

After entering the NCP CONNECT command, press Return until you get the pound sign (#) prompt. At this prompt type the password (ACCESS) to get the Local> prompt:

# username: username Local>

Step 4B: At the LAT console port

After making your connection and logging in to the LAT console, enter the following commands:

Local> SET PRIVILEGED Password> Local> SHOW SESSIONS PORT_7

The default password is SYSTEM.

The following example shows a SHOW SESSIONS PORT command on a DECserver 200 that tells you that a remote system HAILEY controls port 7.

Local> SHOW SESSIONS PORT 7 Port 7: (Remote) Connected Current Session 1 -Session 1: Hailey Connected Pasthru

If your system runs the TSM software, issue the following commands:

$ RUN SYS$SYSTEM:TSM$MAIN TSM> USE SERVER tas204 TSM> SET PRIVILEGED Password> TSM> SHOW SESSIONS PORT_7

After determining which system controls the printer port, follow these steps.

Step 1: Check port characteristics

Compare the LAT port characteristics with those listed in the Software Installation GuideSoftware Installation Guide. To view the port characteristics, issue the SHOW PORT command at the Local> prompt or the TSM> prompt.

Step 2: Use procedures in Section 11.1.1

Follow the steps in the appropriate section:

• For a new printer, Section 11.1.1
• For a printer that has stopped printing, Section 11.1.2

If you follow these procedures and the printer is not printing, go to step 3.

Step 3: Regain control of the LAT port

You may need to disconnect a symbiont process that controls the port connected to the printer. For example, an unsupported version of the symbiont software might not disconnect after it gains control of the port. Disconnect the symbiont process with the following command:

Local> SET PRIVILEGED Password> Local> LOGOUT PORT port_number

You need privileged status on the LAT node to execute this command.

11.1.3.3 Common LAT Error Messages

The following list contains common error messages received in a network environment. The error message prefix is DCPS$. The severity level is not indicated. The messages are arranged alphabetically by ident-string. (Refer to the User's GuideUser's Guide for an explanation of the error message format.)

DCPS$_CONAPPLICATION, Connection request is not to a LAT applications port
Explanation: This message usually occurs when a LAT port is not reserved as an applications port, and another device is connected to the port that is requested by the printer. The LAT configuration file LAT$SYSTARTUP.COM should contain a line similar to the following with the /APPLICATION parameter.

SET PORT LTAnnn:/NODE=server-name/PORT=port-name/QUEUE/APPLICATION

To avoid this problem, specify a higher port number for the printer.

DCPS$_CONTERMINATED, Connection abnormally terminated
Explanation: This message occurs when communication to the LAT node is interrupted. This results in a stopped queue. Check the following:

• Power is supplied to the LAT device.
• Printer port is not logged off.
• All connections from LAT device to the Ethernet cable are working.

DCPS$_CONTIMEOUT, Connection timed out, server not available, or incorrect server name specified
Explanation: This message occurs when the server name is not recognized. This problem may indicate the collision of user terminal space and the printer port.

Verify that the server name connected to the printer port is correct. Compare the server name specified in the LAT configuration file LAT$SYSTARTUP.COM with the server name on the LAT device. LAT$SYSTARTUP.COM should contain a line similar to the following:

SET PORT LTAxxx:/NODE=server_name/PORT=port_name/QUEUE/APPLICATION

Use the SHOW PORT command to find the server name associated with the printer port:

Local> SHOW PORT port-name

DCPS$_LRJACCESSDENIED, Access denied
Explanation: This message usually occurs when the group code specified in LAT$SYSTARTUP.COM does not match one of the groups on the LAT device connected to the printer. Thus, the printer software does not have access to the LAT port. The LAT configuration file LAT$SYSTARTUP.COM should contain a line similar to the following:

SET NODE/GROUP=group-list/ENABLE

Compare groups, /GROUP=group-list, set in LAT$SYSTARTUP.COM with those set on the LAT device (SHOW PORT command).

DCPS$_LRJDELETED, Queue entry deleted by server
Explanation: This message occurs when someone manually terminates the connection to the LAT device.

DCPS$_LRJILLEGAL, Illegal request parameter
Explanation: This message indicates that an internal LAT error has occurred. Submit a Software Performance Report.

DCPS$_LRJINUSE, Port or service in use
Explanation: This message usually occurs on a LAT port when port-name is not set with the queuing parameter (/QUEUE) enabled or when the queue limit is too small. On the LAT device, enter the following command:

SET PORT port-name QUEUE ENABLE

DCPS$_LRJNAMEUNKNOWN, Port Name is unknown
Explanation: This message occurs when the port name specified in the LAT configuration file LAT$SYSTARTUP.COM is not known on the server. Compare the port name specified in the LAT configuration file LAT$SYSTARTUP.COM with the printer port name associated with the server. LAT$SYSTARTUP.COM should contain a line similar to the following:

SET PORT LTAnnn:/NODE=server-name/PORT=port-name/QUEUE/APPLICATION

Find the name of the printer port associated with the server, by issuing the following command:

Local> SHOW PORT port-number

DCPS$_LRJNOTOFFERED, Service is not offered on the requested port
Explanation: This message usually occurs when the access mode is not set to REMOTE on the LAT port. Use the SET and DEFINE commands as follows to set the access mode for the port:

Local> SET PORT port-number ACCESS REMOTE Local> DEFINE PORT port-number ACCESS REMOTE