Computersight -

The situation

Network was upgraded from one LAN to several VLAN with new Cisco router and switch.  LAN is working fine, all computer, servers and other devices on network work perfectly without any problems.  Network printers go assigned new static IP numbers. Day after this upgrade, everything looked fine,  users worked without any complaint.

Problems

Until one tried to use scanner on Canon IR C5185i with his option to save file on a network share! This is something our users do a lot! So problem started to escalate. First and most logical explanation was that probably some network settings were wrong.

We tried to set up network over web interface of printer and also on printer itself. We did restsrt printer with ON/OFF button. But still, this machine could not see our shared folders. It could brows over the network, but coul not see the shared folders.

After reading some manuals, Google search, and also contacting the technical support, we were withouth real solution.

Technical support – network

First we wonted our technical partner for networking to assure us that Cisco is configured as it should be. After testing some other devices, it looked fine.

Technical support – printer

So next logical step was to get some support from technical stuff responsible for Canon IR c5185i.

But instead of trying to verify that settings are O.K.  or some other detailed settings on printer, they tried to convinced me that the error is on network and Cisco configuration.  I do work a lot with user support and would never start with this kind of “problem solving procedure”.  

Suggestion

My suggestion in this kind of situation, where problem is hard to find, we all should be open minded and not stick to an user information like: “They did something on our servers, I do not know what, but they did…”

So there was an excuse not to look into the printer or settings. Nobody even tried to do that. The reason we wonted their support was to check all the settings and printer if things are as they should be.

Obviously there were some settings that were not necessary before, but were required now. After some “try  & error” we managed to make it work. And most of all it is necessary to turn it of and on – several times.

Conclusion

We got null support from our technical partner, because they did not want to go trough simple problem solving procedure. They assumed that problem was on the network and not on the printer.

I think everyone who is working in support business should think about how to start with diagnostic of reported error.

That’s probably just a bad day situation, but it’s good to keep it in minde for next simmilar occasion.