CU*BASE is designed in such a way that most programs are common between clients and menus.  If a particular report has issues across multiple different printers, report the the issue to CU*Answers to investigate whether there is a programming error.  However, the issue is typically isolated to a single workstation or to a single printer.

Confirm the CU*BASE configuration of the printer
The first step in the troubleshooting process is to ensure that the printer is configured correctly from top to bottom.  Follow the steps in this article.  The KB article is specifically target to tray configurations, but covers verifying the model, print session, and print driver.  Follow all steps in the KB article.

Isolate where the issue is occurring
The first step of the troubleshooting process is to isolate where the problem is occurring.

1. Attempt to isolate the workstation:
   1. Do multiple workstations have the ability to sign in this printer?  If so, does the issue occur regardless of which workstation has the printer logged in, or does the issue stick with a single workstation?
   2. If only a single workstation has the session, install the Windows printer and the session on another desktop to test.
   3. Even if the session is on multiple workstations, it may be a good test to install the printer on another workstation that has never had it before and test from there.
2. Attempt to isolate the printer:
   1. If the credit union has another of the same model, print the exact same document to the other printer.  Does the issue still occur?
   2. If the credit union doesn't have another printer of the same model, is there another similar model?  If so, test the document there.  This doesn't provide a definitive test but is a good step to take.

If the issue is with the printer
The issue can be isolated to the printer if the print job fails to print no matter which workstation signs in the printer, and the document prints correctly to another printer of the same or similar model.

If the issue is found to be with the printer, you can first attempt a cold reset on the printer (refer to the printer's manual for instructions on how to do this).  The cold reset will wipe out all settings, to be sure to set any network settings and tray properties after the cold reset is complete.  If the cold reset fails to correct the issue, an RMA may be needed with the manufacturer to replace a faulty part.

If the issue is with the workstation
The issue can be isolated to the workstation if the print job works from other workstations, but fails when printed from a particular workstation (or set of workstations).

The first step to try is to fully uninstall/reinstall the print driver.  Remove the printer from Devices And Printers (or Printers And Faxes in Windows XP).  Be sure to download the latest driver from the manufacturer, then reinstall the printer using the latest driver.  For instructions on how to install the printer refer to the manufacturers documentation.

If reinstalling the driver fails to correct the issue, there may be an underlying issue with the printing subsystem on the workstation.  Ensure that all updates have been applied to the operating system, refer to the manufacturers knowledgebase for any suggestions they have also.  However, it may be necessar to reload the operating system entirely or to replace the workstation to fully correct the issue.

If you need assistance with any of these steps, please contact CU*Answers Network Services.