A long evening...from the user side

[tragnon.livejournal.com]

Conversation I had a couple nights ago with tech support at a major manufacturer...

TechMonkey: Hi, my name is TechMonkey. How may I help you?
Tragnon: I am having trouble with setting up the print server.  My computer is not seeing the server in screen 6 of the installation program
TechMonkey: Hello Tragnon!
TechMonkey: Kindly confirm first the model number and the Serial Number of your BigCompany device?

Tragnon: serial xyz11223344
Tragnon: model xxx1234
TechMonkey: Thank you. Are you setting it up for the first time, Tragnon?
Tragnon: yes
Tragnon: currently it is wired to BigCompany router, powered up, and has the printer connected and powered up as well
Tragnon: computer is running XP
TechMonkey: Okay. May I have the model of your printer, please?
Tragnon: samsung ML-2010
TechMonkey: Thank you. I have checked that your printer has not been tested with the PrintServer yet so, it may or may not work with it. What we can do is try configuring it and see if it works. Okay?

Tragnon: I had a similar difficulty that I never resolved with a BigCompany music bridge, so I suspect  a router setting may be preventing the computer from seeing the server...
Tragnon: let's proceed with the troubleshooting
TechMonkey: Alright. Make sure to disable the firewall or anti-virus from the computer that you're using.
TechMonkey: It may be blocking us from communicating with the Printserver.
Tragnon: both are down
TechMonkey: Okay. May I know what lights are lit on the Printserver, please?
Tragnon: power and USB steady, Ethernet showing activity, wireless dark
TechMonkey: Thank you. We will reset the print server this way: unplug the power and hold the reset button for 10 seconds. Keep holding it while you plug the power cord back in and wait for another 10 seconds before you let go of it.

Tragnon: back up, same lighting configuration as before
TechMonkey: Alright. By the way, can you print if the Samsung printer is connected directly to your computer's USB port?
Tragnon: yes I can
TechMonkey: Good.
TechMonkey: Please run the Printserver's CD and select "set up computer".
Tragnon: ok...it is now at step 1 of Wireless-G printeserver driver setup
TechMonkey: Alright. Click next.
Tragnon: popup box, "please select a printer"
TechMonkey: Does it sees your printer model?
Tragnon: the box is empty
TechMonkey: I see. That mean's to say that it's not recognizing your printer, Tragnon.
TechMonkey: Please go to Printers and Faxes under Control Panel.
Tragnon: ok
TechMonkey: What's the status of your printer?
Tragnon: no status showing...since the printer is plugged into the print server that my computer can't seem to see
TechMonkey: No, even if the printer is plugged in to the Printserver, you should see the printer in that page.
Tragnon: the printer is listed on that page, assigned to virtual printer port on USB...
TechMonkey: Alright. Does it say Ready or Offline?
Tragnon: offline
TechMonkey: Right click it and select "use printer online".
TechMonkey: Then, run the Printserver's set up computer option again.
Tragnon: same result
TechMonkey: So, it's not recognizing the printer, right?
Tragnon: The computer isn't recognizing the print server.  When I click refresh, is says "searching for wireless-G print server, please wait" and leaves the box empty, in both computer setup and print server setup
TechMonkey: I see. If you access the BigCompany router's page under DHCP Client's Table, does it see the Printserver's IP address?
Tragnon: BigCompanyPAP, IP addr 192.168.1.5 Mac Addr. Doesn't seem to match
Tragnon: Just checked game adapter to see if that MAC matched, it doesn't
TechMonkey: Are you in the router's DHCP Client's table?
Tragnon: yes
TechMonkey: Okay.
Tragnon: would you like a cut and paste of it?
TechMonkey: There's no need.
Tragnon: ok
TechMonkey: How many DHCP Clients that shows on that table?
Tragnon: 5
TechMonkey: How many devices do you have that's working through this router?
TechMonkey: Exclude the Printserver.
Tragnon: online at the moment, My laptop, and desktop.  Also normally on, Wife's Desktop and laptop.  Also have game bridge, but that is not online at the moment either
TechMonkey: Can you try to type each IP address on that table on your Internet browser's address bar and check if it will prompt you for a username and password, please?
Tragnon: none of them do
Tragnon: thoery: That the BigCompanyPAP is not the device we want...and the printserver is not getting an IP address?
TechMonkey: No, it should still be able to get an IP from the router. What port on the router is the Printserver connected?
Tragnon: 2
TechMonkey: Okay. Can we try to run the CD on a different computer?
TechMonkey: This is just to further isolate the problem.
Tragnon: certainly
TechMonkey: Thank you.
TechMonkey: Make sure to disable the firewall and AV also on the second computer.
Tragnon: we are now running it on laptop, under Vista
TechMonkey: Alright.
Tragnon: one of these days need to take vista out of "mother may I" mode...lol
TechMonkey: Smiling.
Tragnon: step 1, empty box where the printserver should be listed
TechMonkey: So, you run the set up printserver, right?
Tragnon: i did setup computer
TechMonkey: Try "set up printserver", please.
Tragnon: just did...got to step 6, where we should see the server, empty box
TechMonkey: Is this a brand new Printserver, Tragnon?
Tragnon: yup, just got it at best buy this evening
TechMonkey: I see. Let's try one more thing, can we connect the Printserver directly to your XP computer.
TechMonkey: Then, run the Printserver's CD from there?
Tragnon: which setup...computer or printeserver?
TechMonkey: Select Set up Printserver, please.
Tragnon: didn't find it...
TechMonkey: Let's reset the Printserver for the last time, Tragnon.
TechMonkey: If this won't work still, we can consider the Printserver as defective.
Tragnon: same proceedure?
TechMonkey: Yes, please.
Tragnon: it's back up...all three are steady
TechMonkey: Alright. Try to run the CD again, please?
Tragnon: not showing up still
TechMonkey: If this is the case then, I suggest that you return this Printserver to the store and have it replace, Tragnon. I'm really sorry for the inconvenience that this may have caused you.
Tragnon: ok...thank you for your time.
TechMonkey: You're welcome, Tragnon. Take care!
TechMonkey: For more information, you can also visit our Knowledge Base located at http://www.BigCompany.com/kb. Once again, Thank you for giving us an opportunity to serve you through Live Chat Support. Feel free to contact us if you require further assistance. This has been Imee with Badge ID 25174. Thank you for choosing BigCompany and you have a good night!

The end of it?  I replaced the suspected router with my backup unit...Print server was recognized immediately!  Tech support like this gives the field a bad name!

Comments

[kizayaen.livejournal.com]

That's not tech support. That's script wankery.

[awarrenfells.livejournal.com]

Agreed .

[jecook]

I'm old skool and hardcore- I'm liable to set a static ARP entry to the print server's mac address and then ping it to see if it'll pick it up that way first. (a number of HP Jetdirects do that)