User Training document - DHL Express Training Loftware.pdf · User Training document | Loftware 9 Version 1.0 ` If not, the local IT Team has to

User Training document | Loftware

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LOFTWARE

User Training Document

User Training Manual: Version 1.0 Date: 17th July, 2015


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DOCUMENT HISTORY

Version Control

Version Date Updated By Summary of revisions

0.1 9th April, 2015

Ankit Mahajan First draft

1.0 5th June,2015

Abhishek Dutta Document

1.0 17th July,2015

Swathi Seshasayee Updated the methods to check some Local IT Issues.

Review and Sign-Off

Reviewer Date Version reviewed

Comments


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TABLE OF CONTENTS

1 INTRODUCTION 3

2 PRINTER CONFIGURATION 4

2.1 NETWORK PRINTERS 5

2.1.1 ISSUES RAISED 5

2.1.2

2.1.2.1

2.1.2.1.1

2.1.2.1.2

2.1.2.2

2.1.2.2.1

2.1.2.2.2

CORRECTIVE MEASURES

Common Issues : Issue –Printer IP Not Reachable

Issue Description

Issue Identification

Issue – Printer is in Error State

Issue Description

Issue Identification

5

5

5

5

6

6

6


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2.2 PRINTERS Connected to PCs 6


2.2.2 CORRECTIVE MEASURES 6

2.3 WEB PRINTERS 7


2.3.2 CORRECTIVE MEASURES 7

1.0 INTRODUCTION

Usage of Loftware – Loftware is a printing solution tool which houses all the printers

used by the Organization/warehouses globally. It ensures a predefined set of

templates are used across all sites for printing documents or labels.

Frequently raised issues that can be resolved by user himself or with the help of Local

IT.

2.0 PRINTER CONFIGURATION

The printers in Loftware can be configured as


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a) Network Printer

b) Printers connected to PC

c) Web Printer

2.1 NETWORK PRINTERS:

These printers are connected to a port in the warehouse, which is in the DHL network.

2.1.1 Issues Raised

a) Unable to Print or No prints received – The probable causes for this include change of printer

IP address, printer IP not reachable, printer is faulty, issue with port, local network issues etc.

2.1.2 Corrective Measure

a) Check with the local IT. Test the printer (by dropping simple test prints) and the port.

b) Check the printer page set up, ink and printer connections.

c) For change of IP address, raise a service request.

2.1.2.1. Common Issues : Issue – Printer IP Not Reachable

2.1.2.1.1.Issue Description

The IP address of the Printer is not able to be pinged which infers that the printer is not reachable.

2.1.2.1.2. Issue Identification:

1.Open Command prompt from the server and type the command

ping { Printer IP Address}


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The message will be displayed as shown in the above screenshot which means the printer is in error

state.

The ticket has to be raised to the Local IT Team saying that the IP Address of the printer is not reachable

(unable to ping).

2.1.2.2.Issue- Printer is in Error State (Label printers)

2.1.2.2.1.Issue Description

The Printer will be in the error state and so the printing will not happen.

1.1.2.2.2. Issue Identification:

The following are steps to be followed to confirm the issue:

1. Go to Control Panel Hardware Devices and Printers and search for the printer.

2. Under Status column of the printer (seen in detail View), if ‘Error’ is found, then the printer is in error

state.


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In case it is Large Icon view, Right Click the printer Printer PropertiesHardware tabDevice Status

as below:

If Device Status is not as mentioned in the above screenshot, the local IT Team has to be contacted as

the issue is related to the local printer settings .


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2.2 PRINTERS CONNECTED to PCs:

These printers (only Label Printers) are connected directly to a port of the PC/Laptop instead of

network port.

2.2.1 Issues Raised

a) Unable to Print or No prints received – The probable causes for this include change of PC host

name or IP address, Firewall issues, Printer not shared on the PC, Printer Driver not installed

correctly on the users’ machine, OS migration resulting in change in PC host name or IP address

etc.

b) Extra empty labels printed – The probable causes of this include incorrect page set up in the

local configuration, printer feed not done correctly or done at all.

c) Incomplete Labels printed – The probable causes of this include incorrect Label size set in the

printer properties.


a) Check with local IT or Desktop Support Team to check if the printer is connected and shared

on the PC.

The following steps need to be followed to check whether a printer is shared or not:

Please follow the below steps to check whether the printer is shared or not:

1. Go to Control Panel Hardware Devices and Printers .

2. Right click the printer and go to ‘printer properties’

3. In the Sharing tab, ensure that ‘Share this Printer’ is checked and a Shared Name is given in the

below text box. The screen shot is shown below:


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If not, the local IT Team has to be contacted initially to share the printer to the network. And then a

ticket has to be raised to configure the printer in Loftware server.

b) Test the printer by dropping simple test print.

c) If the print out is incorrect (vague language or garbage text), check the printer driver.

d) For extra labels, please press and set feed correctly on the printer.

e) Check for the label size set in the printer properties and set it to the correct required value.

f) For OS migration, which will result in change of PC Hostname or IP address, do inform the

AMS support Team beforehand.

g) Reconfiguration resulting from change in PC details should be raised as Service Request.


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2.3 WEB PRINTERS:

These printers are configured for the sites which are outside DHL network, UAG sites, where

VPN is used to connect to DHL network.

2.3.1 Issues Raised

a) Unable to Print or No prints received – The probable causes for this include web listener not

running, incorrect web listener configuration.

b) Network issues – This can cause VPN to disconnect, causing web listener to stop and thus,

resulting in printing interruptions.


a) Check the printer and its connections.

b) Install and configure the web listener utility as per the document shared by the AMS support

team.


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Links to download Loftware Web Listener version 10.2:

To download Loftware Web Listener version 10.2, please follow the below links:

For SeLECT: Login to http://select.dhl.com/help/FAQ.jsp - The web listener v.10.2 is

available at the bottom of the page, in the screenshot that is presented in the next page.

http://select.dhl.com/help/FAQ.jsp


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For SeLECT UPGARDE: Login into the application using the URL https://spl.dhl.com/portal - the link is

available in left side bottom corner.

https://spl.dhl.com/portal


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Alternatively click on the FAQ page which will pop up FAQ window. The web listener v.10.2 is available

under download section.

c) Check the VPN connection and ensure that the web listener is running before the print is

triggered. (Status should be started)


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d) Check the web listener configuration, ensure that the details entered are correct and as

provided by the AMS support team.

URL: __________________ Port: __________________ User Name: _____________

The above information will be provided to you by the AMS Team. These details will have to be

entered in the fields, present in the screenshots below.


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e) Check if the Port selected is correct. Under device configuration, select the printer and click

on configure.

f) Select the correct port or IP address as per the printer set up.

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User Training document - DHL Express Training Loftware.pdf · User Training document | Loftware 9 Version 1.0 ` If not, the local IT Team has to