printer troubleshooting host

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2 Module: Printer Troubleshoot ing Sabre Airline Reservations Training Guide August 2000

Printer Troubleshooting

This module is divided into two sections:

Printer Entries

Troubleshooting or Diagnostics

Printer Entries

It is imperative that the agent/supervisor meet the objectives of the first

section of this module before continuing on to the second section.

Troubleshooting/Diagnostics

The section on Troubleshooting will take the entries presented in the first

section and, combined with some troubleshooting recommendations, apply

them.

I t is recommended that all printers be labeled with the Sabre LNI ATA

for troubleshooting purposes.

Overview

Explain


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Response on HDQ Sets

RL/FC2638STATUS

The purpose of this entry is to check the current status of the hardcopy

printer. If performed from an HDQ set, the SabreDevice Status History

of the printer will be displayed.

It indicates how many "buffers" have been received, how many RL entries

have been made and the reason or code indicating the status of the printer.

The Sabreresponse on a HDQ set will be similar to the one shown below:

PSS - PRODEV NO LMT MSGS

DEVICE STATUS HISTORY

DATA CONTL CODE

ACK ACK

563 036 0 NORMAL

024 000 1 TSN ERROR

000 003 4 DEVICE ERROR

000 001 7 UNPROTECTED

---------------------------

RETRY COUNT 2

RETRY INTERVAL 60

---------------------------

END OF DISPLAY

PSS Sabre

PRODEV Protected Device. When a printer is released, the

first message is protected and is not lost.

NO LMT MSGS No Long Message Transmission

DATA ACK This column indicates the number of buffers

received since the AAA was last cleared. In the

above display, 563 buffers have been received.

Messages are sent to printers in buffers. A buffer is a group of up to 96

characters.

Introduce

Demonstrate

Explain

Point Out


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Sabre Airline ReservationsTraining Guide August 2000 Module: Printer Troubleshoot ing 9

The systems counts buffers, not total messages. This total is reflected in

the DEVICE STATUS HISTORY response to an RL/LNIATASTATUS

entry.

All of the numbers can increase to 999, at which time they recycle back to

001, 002, etc.

If this does not happen, it is reflected in the DEVICE STATUS HISTORY

in response to the RL/LNIATASTATUS entry.

A printer attempts to print a message two times and if not successful, the

printer is STOPPED.

The last buffer sent is an EOMC (End of Message Complete) and should

release the printer from that print session.

DEVICE ERROR appears if the printer is off-line, powered off or due to

any hardware failure.

CONTL

ACK

The CONTROL ACKS build when messages are sent

to a printer or when RL entries have been done on the

printer. A total 36 CONTL ACKs have accumulated

according to the following display.

CODE This reflects an internal status code for the device

status history. For example 0, indicates a normal

status. No problems exist.

Examine the first line of the display.

DATA CONTL CODE

ACK ACK

563 036 0 NORMAL


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The display may be interpreted as follows:

563 buffers have been sent to and acknowledged by the printer from the

controller since the AAA was last cleared or recycled from 999. 36 RL

entries have been made to the printer. If the RL sees no messages, there is

no counter action. The status is normal, no problems exist (as indicated by

CODE 0).

024 001 1 TSN ERROR

24 of 563 buffers of information were received as a transmission sequence

error as indicated by Code 1, which states the last data has been received

with a transmission sequence number that did not match the expected one.

The system sends messages in buffers which should come across to the

printer in sequence, whereby buffer 1, 2 and 3 should be in numericalorder. These are internally indicated by a letter for each buffer.

If a message is incomplete, the last buffer is EOMI (End of Message

Incomplete). The host will try to get back into sync by asking the printer

the number, actually the letter, of the last buffer it printed. The host then

requeues to the proper buffer and tries to restart.

If this fails, it may cause the same message to print over and over. This

happens because the printer has the out-of-sequence buffer and cannot

recycle . Therefore the printer never receives the EOMC buffer. In effect

the printer thinks it is printing a long message.

DEVICE ERROR

The printer is probably off-line. The agent would place the printer back

on line.

000 003 4 DEVICE ERROR

The set of zeros is added when there is no data for that column. The

system automatically defaults to 000 for programming reasons. There

have been 003 instances of device errors on the printer as indicated by

code 4. Code 4 is displayed when a device is in a state that precludes the

acceptance of data, originating at the device. Communication is broken

off between the transmitter and the device. In other words, the printer is

off-line for some reason.


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Place Printer on Hold

RL/FC2638HOLD

RL Primary action code

/ Separator

LNIATA Printer LNIATA

HOLD Indicator for Hold

The function of this entry is to place a printer on hold for diagnostic

purpose such as changing or aligning paper. The printer will not print

until released.

The system response will be similar to one of the following:

NO MSGS

NO MSGS ON MSW QUEUE

#DEVICE STOPPED

The printer is already on hold or off.

It is critical that the agent/supervisor release the printer after it has been

placed on hold as the printer will not print until released. To release the

printer from hold, simply perform the RL release entry.

Practice as needed.

Introduce

Demonstrate

Explain

Emphasize

Apply


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A complete diagnostic may be generated to the printer in the TT message.

For example:

RL/FC263ATT

The response will be 18 lines of all of the alpha characters.

Practice as needed.Apply


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D i a g n o s t i c s

Printer Diagnostics

Generally when a printer will not print or has ceased to print, one of thefirst steps would be to perform some troubleshooting on the hardware

itself:

Is there paper in the printer?

Is the paper loaded correctly?

Is the paper jammed?

Is the printer turned on?

Check all plugs and ports and ensure they are secure.

Is the master (controlling) CRT still working?

If possible try doing a screen print from the CRT that the printer is

connected to, in order to verify the printer is functional.

If all of the above has been verified and appears to be operating correctly,

it may be necessary to take some of the following diagnostic

recommendations and steps to get the printer restarted.

These are only recommendations.

It has been determined that the hardware is operating correctly and there

are no problems with the paper. The next step would be to check the

printer STATUS.

RL/FC263ASTATUS

The printer STATUS will be displayed on the CRT. Determine the

STATUS and follow the directions as indicated in the STATUS display.

PSS - PRODEV NO LMT MSGS

Introduce

Scenario 1

Diagnostic 1


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DEVICE ERROR

The printer is probably off-line. The agent would place the printer back

on-line.

Status message indicates that there are no messages on queue but printer

still will not print in RES.

In many cases, if the printer is placed on HOLD and then RELEASED, the

printer will start up again.

RL/FC263AHOLD

Once the printer has been placed on HOLD, a system response will be

displayed which will indicate that there are messages on queue or the

device is stopped. Do release entry:

RL/FC263A

If both of the previous attempts fail, try sending a test message to the

printer.

RL/FC263AT1

A test message prints on the printer, which indicates there is no printer

hardware problem.

There is a possibility also, that an incoming message may have jammed

the printer due to a peculiar character. In this case the agent/supervisor

may want to display the message to check for characters such as * or #.

Check the printer STATUS.

RL/FC263ASTATUS

Scenario 2

Diagnostic 1

Diagnostic 2

Scenario 3

Diagnostic 1


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Sabre Airline ReservationsTraining Guide August 2000 Module: Printer Troubleshoot ing 19

If one of the following two responses appear, check the message for

peculiar characters.

PSS - PRODEV ACTIVE/00001 LMT MSGS ON QUEUE


The device is active. There is one message on queue waiting to print.

PSS - PRODEV STOPPED/00002 LMT MSGS ON QUEUE

POSITION FORM AND ENTER RL/FC263A

WILL RESTART WITH

-----------------

QK HDQRCZZ

.HDQTQ1S 241451/DS0B1C0C

ATTN SUPVR

THE FOLLOWING

-----------------


The device has been stopped, make sure the printer is plugged in, and

turned on. There are two messages still on queue to print. The first 64

characters of the next message to print appears. The agent would then do

RL/LNIATA.

If it has been determined that a peculiar character exists in the message as

it is displayed on the CRT, remove the one message from the print queue,

after putting the printer on hold.

RL/FC263AREMOVE

Restart the printer.

RL/FC263A

If all of the above diagnostics have been performed and the printer is still

not operational.

RL/FC263AHOLD

Diagnostic 2

Diagnostic 3

Scenario 4

Diagnostic 1


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