Start troubleshooting 👇

Select your printer and answer a few quick questions, and the tool below will work out the right check for you. 

⚠️ Some checks will ask you to switch the printer off, so if you’re mid-service, troubleshoot during a quieter moment.

Can't see the guide above? Open it in a new tab.

ℹ️ Nothing is sent to me&u until you select Submit escalation.

What you’ll need

• Access to the printer and its cables
• Access to Manage to check whether the printer is online
• Your venue name and contact email, in case you need to escalate

Still not printing?

If the guide can’t resolve the issue, you’ll be able to Submit an escalation to me&u.

Your escalation includes the troubleshooting checks you’ve already completed, your printer details and what was found along the way. This means our team can pick up from where you left off instead of asking you to repeat the same checks.

Frequently asked questions

Do I have to finish the guide in one go?

Your answers are kept while the page remains open, so you can pause and continue troubleshooting. If you close or refresh the page, you may need to start again.

My printer isn’t listed. What should I do?

Select None of the above.

We’ll ask you for a couple of photos of the printer, including its label if you can access it. You can then submit the issue to me&u so we can help identify the printer and investigate further.

Will the guide change my printer settings?

The guide won’t make changes to your printer automatically.

Depending on the issue, you may be asked to switch the printer off and back on, reconnect a cable, try another network port or reconnect your printer to Wi-Fi. The guide will explain what you need to do before each step.

Can I use the guide on my phone?

Yes. You can use the troubleshooting guide on a phone, tablet or computer, so you can work through the steps while you’re standing next to the printer.

What if I can’t complete one of the checks?

That’s okay. Where a check can’t be completed—for example, if you don’t have a spare Ethernet cable available—select the option that says you couldn’t complete it.

The guide will record that step as not tested rather than assuming the check passed, and will continue with the appropriate next step.

If you’ve completed the guide and submitted an escalation, there’s no need to contact us separately. If you need help with something else, contact us at support@meandu.com.