Citrix and Terminal Services Print and Driver primary escalation requirements

Menu Settings Page

This document contains all the printer settings and running firmware code.

On the printer, press Menu > Reports > Menu Settings Page.

Driver Type and Version used

Info is used for simulation and analysis.

For Windows Operating Systems:

1. Go to Start > Control Panel > Printers or Devices and Printers.



2. Right-click the Printer Object being used, and then click Properties or Printer Properties.



3. Go to About tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About tab and take a screenshot.

Customer's printing environment

Info is used for simulation and analysis.

• Operating System involved
• Server and Client Information (Complete with Name, Service Pack & System Type)

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

For Windows Operating Systems:

1. Click on Start > Run



2. Type “msinfo32”, and then click OK.



3. Click on File > Save.NFO.

Note:  From a Run Dialog type Winver to display the Windows Version and Service Pack information.

How is the printer attached?

Info is used for simulation and analysis.

• Ethernet
• Wireless
• USB
• Other

Note:  For network attached printers (i.e., ethernet or wireless), specify the port monitor type used for printing.

What datastream is being used?

Info is used for simulation and analysis.

End user provided;

• PS
• PCL
• PCL 5

Application Information; e.g., application name, version, software developer & background info

App info can help in understanding the cause of the error.

End user provided

Citrix XenApp version being used

Info is used for simulation and analysis.

End user provided

Versions of Metaframe being used

Info is used for simulation and analysis.

End user provided

Version of Citrix Client or Citrix Receiver being used

Info is used for simulation and analysis.

End user provided

List of Citrix Policies set for print queue redirection in the Citrix environment

Info is used for simulation and analysis.

End user provided

Is printer auto creation being used?

Info is used for simulation and analysis.

End user provided

How are the drivers being installed?

Info is used for simulation and analysis.

End user provided

If client / server environment, how were the drivers installed to the client?

Info is used for simulation and analysis.

End user provided

Original document file from application

Info is used for simulation and analysis.

End user provided

For network attached printers, what port monitor type is being used for printing

Info is used for simulation and analysis.

End user provided

One diagram of the Printing Environment of the customer (if available)

Info is used for simulation and analysis.

End user provided

Provide Hextrace (if applicable)

Info is used for simulation and analysis.

End user provided

Is it Citrix Thin Client Environment?

Info is used for simulation and analysis.

End user provided

Provide Event viewer snapshot of the Citrix/Terminal Server.

Info is used for simulation and analysis.

End user provided

Specific Driver Feature/Configuration that is/are not working?

Info is used for simulation and analysis.

1. Go to Start > Control Panel > Printers or Devices and Printers.



2. Right-click the Printer Object being used, and then click Properties or Printer Properties and Printing Preferences.



3. Please provide screenshots of the driver feature or configuration settings.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)

Info is used for simulation and analysis.

End user provided

Print-to-File (.prn file)

It is the print job itself and is useful for reprinting the job to recreate the issue.

Click Printing to file or creating a print output file to view the steps on how to the create a .prn file.

Copy of the Bad Output and, if available, the desired Output as well

This is used to confirm whether the result of simulation is the same with what the customer is seeing.

End user provided