Old Printer Management (Device App and Scanners)

• Checking the availability of a printer can be seen in logs and backups. Make sure you are connected through our VPN.
• “Heartbeat” is the common name to determine if the printer is working.
• Common print use problems would be that the printer is off or the printer didn’t logoff correctly.
• Note: For issue with IP address from Bizbloqs point of view, we can only point to a driver on your system. This driver has a unique code, which changes after adjusting the settings.
  
• A different IP address is also considered a modification.
  
• Fixing an IP address should be done within the client's own network. (That is not something BizBloqs can manage).

Step 01 Workaround

• Connect your device through VPN 
• Open the logs and backups
• Search for the client’s name
• Open the latest date for when it happened or occur
• Find the “Heartbeat” word in the logs to check the status of the printer. 
• Check the last minute where the “heartbeat” works for the last activity
• Compare it for the client’s email. 
• If you see that the time differs with the last activity of the printer, escalate the ticket with complete work notes.
• If you then see the time of the last activity has changed, you may inform the client that you can see that their printer is working from your side. You can then let them try. 

Step 02 Example

• As stated, the email was sent aroung 8:58 AM but as per checking in our logs and backups, you can determine that the printer is working actively around 8:51 AM onwards. 
  
  
  

Step 03 Email Confirmation

Hi ___,

Good day,

The logs show that at the time of your first ticket, there was no activity from the printing software.

This only started a few minutes afterwards.

Can you please try again and print something. Let us know the result afterwards.

Thank you, 

Reference Ticket: https://support.bizbloqs.eu/agent/bizbloqs/bizbloqs-support/tickets/details/20981000941274209