Printer discovery and installation failures were resolved by addressing authentication/context, account discovery behavior, central print‑infrastructure registration, device firmware/networking and on‑device configuration, and vendor installer entitlements. Endpoint visibility of location‑published and auto‑mapped printers was restored after users reauthenticated to corporate services (Company Portal/Intune/Okta), connected to corporate Wi‑Fi or VPN, removed stale WLAN profiles, or after sign‑out/sign‑in or reboot; manual addition resolved cases where Windows 11 did not surface queues automatically. Windows 11 frequently required backend enablement or explicit import of site‑published queues; multiple signed‑in accounts sometimes blocked Cloud/Universal Print discovery and visibility was restored after removing extraneous accounts. Printers that were present but inaccessible were fixed after administrators re‑registered or republished queues, corrected sharing/security ACLs, assigned printers to users, or added missing devices to the print‑management system; printers moved off the corporate network required placement on the corporate network and re‑registration so the central service accepted jobs. Device firmware updates, enabling network printing, and correcting device IPs cleared many reachability issues; device‑side access restrictions were a recurring cause (examples included devices set to “Only LAN” and student printers restricted to StudyPCs), and when StudyPC‑only student printers were not available printing via USB was used as a fallback. Vendor installer tooling often required administrative context; technicians performed admin installs or used manual IP, driverless IP/LPR/LPD, or generic PostScript drivers when discovery/publishing failed. Scanner administrative privileges were treated separately from printer deployment and were granted via administrative actions when required. Common remediation actions that resolved the bulk of cases included reassigning deployment/security groups, republishing/enabling printers in the print‑management system, applying firmware/patches and enabling network printing, correcting device IPs or re‑registering devices moved off the corporate network, removing extraneous signed‑in accounts, performing admin-context installs or driverless/manual IP installs, and performing remote mapping/installation via remote‑assistance sessions.

Incidents were resolved by removing stale or duplicate printer entries and by addressing root causes across client, server/connector, network/location and device layers. Key findings and fixes included:

Overall, successes matched installation method/protocol and drivers to the client platform, cleared stale/duplicate and phantom entries and problematic queue/spooler states, fixed connector/network delivery faults, corrected device settings or replaced faulty hardware, and addressed authentication/installer-permission problems. Device on-screen errors that referenced IP/hostname and cases where technicians could print via printserver/Universal Print while users could not were repeatedly tied to client/connector/network path differences rather than immediate device hardware failure.

Connectivity and availability were restored by reconciling print‑server configuration, the DHCP/controller (CR1) state and switching/patch‑panel state and by repairing transient and hardware faults. Printer and port entries were created or corrected on print servers and missing DHCP/MAC reservations (including CR1 reservations) were added so devices obtained their intended IPs; VLAN‑to‑DHCP binding mismatches and deleted reservations were restored and reservations/static IPs were updated when controller or device replacements changed MAC addresses. Switch port configuration and state were corrected, failed SFPs/modules and switches were replaced, and LAN/patch cables and outlet/patch‑panel mappings were reseated or re‑patched so ports reported as connected. In cases of incorrect labeling or mispatching, manual cable tracing with a cable tester (Comtest) was used to locate actual connections and match wall outlets to patch‑panel ports. Misplaced or unregistered devices were physically located, patched and reconciled with asset‑management and monitoring; discovery returned after site IP ranges were added. Administrative access lost after firmware changes was recovered via credential resets or vendor firmware rollbacks/patches. Transient faults were cleared by power‑cycling devices, and clients were able to print after printers were added by IP or after switching print protocols during driver setup; in macOS cases the absence of the duplex‑unit prompt during installation correlated with lack of communication and was used diagnostically while attempts were made to connect via alternate protocols or IP-based setup. Observed case specifics included devices that appeared “hung” on switch ports and printers found powered off during troubleshooting, all resolved by the reconciliations and hardware rework above.

Multiple distinct root causes produced scan jobs that appeared as 'completed' but delivered attachments late or not at all; each incident was resolved according to its root cause. Observed resolutions included:

Each case was confirmed by subsequent test scans that delivered attachments to the intended recipients or workstations.

A Canon service technician diagnosed a cartridge recognition fault: the original Canon Cyan cartridge was not being correctly recognized by the device. Temporary printing returned after reseating or shaking the cartridge and power‑cycling, and the issue was traced to the cartridge recognition/sensor. The technician's intervention (replacement or use of a correctly recognized cartridge / replacing the faulty cartridge assembly) addressed the intermittent 'Cyan toner low' errors.

Support verified each device's physical location and identity using device monitoring data, IP and serial information, and local site contacts. Billing and cost‑center discrepancies were resolved by contacting Printvision to correct invoice or cost‑center entries and confirming the corrections; when procurement requests routed via Printvision showed an empty or incorrect cost center, the order was emailed to Printvision and internal printer management with the requestor copied and site‑specific delivery and billing details explicitly captured. Misdelivered consumables were investigated by comparing part numbers on the delivery note, cartridge label and device records; wrong part letters or mismatched identifiers were documented, the intended device was traced (for example an SP C440DN retained in the Examinations Office with zero counters), and asset/inventory and registration status were reconciled to prevent automated reordering to returned or retained devices. Procurement issues (for example unexpected high PO prices in WD) were escalated to procurement and the vendor for PO/line‑item correction. For devices failing registration or communication tests, vendor‑side configuration changes were applied when required (resolving errors such as "No company is registered"), the Printvision communication test was re‑run, and successful registration restored automatic ink ordering. For devices not visible in central management (Büt ec) after address changes, the site's updated IP/address range was entered into the management tool, an automated network scan was allowed to run, and device records (IP, serial number, device ID) were verified as re‑captured — this restored registration and resumed automated toner ordering. All actions, communications and site delivery constraints were recorded in the ticket.

Incidents were resolved by replacing the Canon Universal PCL6 driver v2.60.0.0 with Canon Universal PCL6 driver v3.12.0.0 on the affected Windows/Universal Print servers. The replacement driver was deployed to a test print server first and then rolled to production; production server snapshots were taken before the change and removed after verification. Prior troubleshooting steps (device restarts, Dell Command Update, and printer firmware updates) did not resolve the failures. Temporary workarounds observed in some cases included enabling page margins or setting application print scaling to 100%, but these were not permanent fixes. After the driver update, previously observed behaviors — empty Adobe Reader print previews, silent PDF job drops, printer- or queue-specific PDF failures, and blank/incomplete pages — no longer occurred and PDF jobs printed successfully to the affected network printers.

The printer's USB interface was reset by disabling the printer USB port in the device/printer settings and then re-enabling it. After the port was re-enabled USB sticks became detectable and accessible. The issue had presented intermittently across multiple sticks and sometimes showed an on-device 'incompatibility' message or caused print jobs to fail with 'Student-BW Fehler offline'; the USB port reset resolved the reported incidents.

Investigations identified two distinct operational causes that resolved these symptoms. 1) Printer-side tray configuration: devices had trays configured to a non-matching paper type or fixed size (examples observed included Letter/Brief/Letterhead, a fixed A4 setting, or incorrect paper-type values such as 'Thick Paper 3' instead of 'Normal Paper 1'). Cases were resolved by correcting the tray paper type/size using the device web/management UI or the device menu; a power cycle alone did not fix instances where the tray type/size was mis-set. 2) Workstation/driver print-selection and job blocking: migrated or newly installed workstations and driver defaults caused printers to select the wrong cassette, scale jobs, or abort large jobs after a few pages. In some incidents a print job blocked the device and the printer reported a generic error or 'offline' status while copy/scan remained functional; clearing/aborting the blocking print job and ensuring the affected tray contained the correct paper format returned the device to normal operation. Notes: these fixes addressed printing/tray settings; multifunction devices can present independent scanner issues (for example incorrect scan destination defaults or feeder feed problems) which required separate investigation.

Incidents were resolved through a combination of local diagnostics, vendor technician repairs, temporary device swaps, and procurement or lease actions depending on severity and recurrence. Local staff performed power-cycles, test prints and consumable checks (including replacing cartridges when indicated); some faults were transient and closed after these checks, but reported-full consumables were sometimes not the root cause. When internal support did not perform repairs, users were directed to the external service provider listed on the device and tickets were handed off or closed by the internal team. Persistent hardware faults were escalated to the device vendor; technicians diagnosed and replaced failed components including torn transfer/belt assemblies, missing or incorrect printheads (for example codes such as G‑PK), worn mechanical parts, failed internal electronics or storage (defective built‑in HDDs), and serviced or cleaned scanner assemblies when burning smells or originals stuck were reported. Paper-feed and cassette jams were initially investigated locally (tray and paper inspection) and, when persistent, escalated to the vendor using the device service identifier; technician visits, part orders and follow-ups were coordinated through the vendor contact and documented until repair or replacement. When replacement parts had long or unknown ETAs, service was restored by retrieving and activating available backup printers/plotters from storage and switching LAN and power connections to the backup device. Devices that sustained handling damage during relocations were inspected by a service technician to determine the cause and extent of damage (for example bent or broken finisher units that left the device otherwise able to print); Real Estate and building contractors were contacted to establish responsibility for improper handling and repair or replacement proceeded once liability and funding were clarified. Repeated failures or high-volume needs were escalated to procurement or leasing for replacement or lease renewal to address capacity and redundancy requirements. In some cases vendors placed parts orders and the ticket record closed without explicit confirmation in the ticket that the replacement part had been installed.

Procurement, delivery coordination, commissioning and asset registration were recorded per ticket so approvals, logistics and inventory could be reconciled end‑to‑end. Procurement records captured cost center, exact model/options (finisher vs no‑finisher), delivery address and room, placement instructions, requested delivery windows and approver contacts. Automation for Jira auto‑declines were monitored and duplicate tickets reconciled while retaining original approvals and attachments. Site and logistics constraints (basement/garage access, vehicle height limits, elevator availability, pallet‑jack availability, gated yards, room‑level delivery windows, floor‑box/data‑outlet availability, and relocation cost implications) were captured so PrintVision or vendors could schedule deliveries or hold devices in vendor storage until an agreed slot; vendor lead times were tracked per ticket. Leasing or contract restrictions that blocked pickup or removal were documented and dispositions awaited leasing/asset‑management clearance; orders combining new‑device delivery with internal relocations were kept in a single ticket to coordinate moves. Network commissioning responsibilities were clarified and recorded per ticket, including who would patch switch ports, assign switch ports, or register devices with Universal Print; unlabeled or unknown LAN connections and port labeling were recorded when discovered. Onsite replacements that required preserving network identity were installed 1:1 and assigned the previous IP/MAC when required. Asset and commissioning records captured model, serial number, finisher presence, IP and MAC addresses, monitoring/inventory registration status, and installation‑location photos when available; function‑test results were documented. Physical transport damage discovered at setup was recorded with serial numbers and photos and flagged for repair/transport claims. Consumable ordering problems caused by missing device identifiers were resolved using room/location details and requester confirmation. Requests requiring workspace changes or Real Estate/Facilities approvals were routed and approvals recorded; when tabletop printers had been delivered without a dedicated surface, replacement floor‑standing units were requested and Real Estate engagement recorded. Appliances requiring onsite assembly or vendor‑specific commissioning had units assembled onsite when required, local client/vendor software installed or updated (examples recorded included Jamf, Jamf Connect, macOS Sonoma 14.5 images and BambuStudio/BambooLab software), and successful function tests (test prints) documented. Firmware deployment issues that required service‑menu changes (for example some Canon models) were escalated to PrintVision for remote Service‑Menu changes and the vendor interaction was recorded. When required device patches or configuration changes were applied onsite by technicians, the patch and resulting operational status were recorded (for example a technician-applied printer patch resolved a case where initial endpoint images had been pushed prior to printer verification). When asset metadata was missing at handover, serial numbers were requested and recorded post‑installation and installation photos were obtained for inventory completeness.

Support recommended and users performed a restart/power-cycle as the first action. In multiple incidents the device reboot cleared the on-screen message and restored copying and printing. In at least one incident (RICOH IM C3000 in a Learning Area) the error message could not be dismissed and persisted after power-cycling; multiple screenshots of the on-screen message were collected for troubleshooting. When a restart did not clear the condition, support treated the issue as requiring further diagnostic information or vendor/hardware service escalation.

The failures were resolved by addressing the actual unsupported file or format mismatch. .docx print attempts were resolved by converting the Word documents to PDF and printing the PDF from USB because the study printers only supported PDF, JPEG and TIFF natively. Incidents where PDFs were rejected with "das Format wird nicht unterstützt" were traced to document page-size mismatch (for example A3 PDF while the printer was set to A4) or to the USB stick itself; those cases were resolved by matching the PDF page size to the printer's paper configuration or by using a different USB drive. The Canon C2571 case reported the format-not-supported message and printing succeeded after swapping the USB stick and/or aligning page size with the printer paper settings.

Technicians restored scan-to-email functionality by locating the affected networked MFPs and adding the missing scan configuration settings and requested email addresses to each device's address book/quick-access list. Examples: olga.heinecke@iu.org was added to IUGBRE2PR3-Staff and saved on the device as registration number 017; students-ber-international@iu.org was added to the Student Office printer while onsite; missing scan configuration was added to IUGBON2PR1 (IP 10.27.45.51) and an onsite test confirmed scanning worked. Technicians noted that some devices did not expose an option to modify the subject line used for scan-to-email or required checking device firmware/settings, and no subject-line changes were implemented when the option was unavailable.

Thorough cleaning of the scanner platen/scan glass restored legible output in multiple incidents; technicians routinely collected reproduction details and requested targeted test prints or copies to localize defects. When cleaning did not improve image quality, or when prints showed persistent spots, smears or streaks, inspections sometimes identified hardware faults and contracted service providers or the vendor performed internal maintenance and part replacements; vendor maintenance resolved hardware-related faults in those cases. Paper-feeder multi-feed was attributed to worn separation pads in at least one instance and was corrected by supplier service. In one recorded instance, cleaning was followed by frequent device hangs/freezes requiring full restarts; a technician visit was coordinated and the unit was escalated for onsite service. Intermittent connection or feed errors that produced no error codes were investigated during the same inspections and technicians requested additional reproduction information when no fault could be found. IT staff confirmed they did not perform hardware maintenance on contracted printers and informed users that the printer identifier and vendor contact information were posted on the device.

Incidents were resolved using one of a few on-campus workarounds that bypassed or changed how the printer/device renderer processed the PDF. Reprinting from Adobe Reader/Acrobat with the 'Print as Image' option enabled resolved multiple cases by bypassing the device renderer. Regenerating or flattening the file (printing/exporting the original PDF to a new PDF) produced a new PDF that printed correctly in other cases. In a reported exam-PDF case where the job produced no output and no printer error, printing only the first page or forcing black-and-white produced output when full-color or full-job prints failed. One incident had no permanent fix implemented and only troubleshooting/workarounds were documented.

The requested Essen printers were installed on-site. For the non-working touchpad support personnel executed Dell Command Update (ran a scan without applying pending installs) and launched Dell SupportAssist to collect diagnostics. The ticket recorded that the touchpad remained non-functional after those checks and the user was advised to open a dedicated hardware/Dell support case for potential device replacement.

Support verified consumable and delivery status using remote-monitoring tools (Buetec/Ricoh Tool), print-server alerts, UPS delivery notifications and site delivery/check‑in areas (mailroom, reception). When on‑site replacement consumables were present, technicians or local staff installed cartridges, replaced waste/residual toner containers (Resttonerbehälter) or refilled paper trays; subsequent tests from study PCs or the print server restored printing and copying. A reported “Resttonerbehälter full” error was cleared by replacing the residual/waste toner container and printing resumed. Printers that had been powered off because of loud mechanical noises were inspected and, where appropriate, powered back on; missing cartridges after restarts were tracked for ordering. When no on‑site replacement was available, support requested the device identifier/location and which toner(s) or paper supplies were depleted and provided the service‑provider phone number printed on the device sticker (leasing partner contact used for leased machines) so a toner dispatch could be requested. In one case, an IP range missing from Buetec’s Ricoh Tool prevented monitoring and automatic reordering; correcting the monitoring inventory restored automatic reordering. When manual ordering failed because of routing or ownership confusion, support coordinated with the vendor or procurement to obtain and deliver cartridges. For consumables outside IT’s procurement portfolio (for example specific Epson ink SKUs), requesters were directed to institutional procurement (IU Amazon via Workday) or IT relayed SKU, cost center and delivery address details to procurement to purchase and deliver supplies. Buetec vendor deliveries included a sticker or note with the Buetec ID to be affixed to the printer; recipients were asked to confirm receipt or place the sticker. When ordering flows required an entry key, support completed the process using key 6665-7755. Individual incident notes recorded technician replacements, paper refills, on‑site restarts and delivery confirmations; those actions restored normal printing service in recorded incidents. It was noted that tickets without requester follow‑up were automatically closed by Jira after 14 days of no response.

The monitoring system was configured to send an offline alert email when a printer remained unreachable for 24 hours and to send a separate recovery (clearance) email when the device returned online. Stakeholders agreed on the alert behaviour and a primary recipient mailbox (STANDORT-dualesstudium@iu.org) was set for initial alerts; site leadership contact procedures were documented and linked to monitoring ownership notes. The change was recorded in the ticketing/automation records to ensure consistent alert routing and future audits.

Zebra ZD420: A Company Portal deployment package was created that bundled Zebra Windows Printer Driver v10, ZebraDesigner components, and the PrinInst.exe helper; the package deployed the network printer driver, created the Windows printer port, and allowed ZD420 units to be installed without interactive administrator elevation while retaining device-specific settings. Munbyn ITPP988: Technicians confirmed the device was connected and installed the Munbyn driver locally; in prior incidents the driver had also been installed remotely via TeamViewer when the user connected the printer and the setup file was available. Inateck PR40: The Inateck Windows driver executable (LabelPrinter-Windows-Driver-Latest_Ver1.1.1.5.exe) was installed on affected laptops to restore label printing. Samsung CLP-360: A technician installed the Samsung CLP-360 driver during a remote TeamViewer QuickSupport session while the user was connected over VPN; the driver was obtained from the vendor support site with manager approval. Canon MX920-series (MX925): On a replacement home-office laptop the printer’s scanner function was available but adding the WLAN printer failed; manual installation of the Canon printer driver completed the printer installation. Papercut client: Triage found that downloads sometimes stalled or stopped at permission dialogs and that the Papercut installer required administrator rights while needing to create/configure the printer in the user context, which produced an installation loop; installer behavior, elevation and user-context requirements, and packaging needs were documented to support Company Portal packaging, PrinInst usage, or on-site technician intervention. Across incidents, vendor driver availability, installer behavior (including elevation and user-context configuration requirements), and the printer connection method were recorded because installers that required local device presence or administrator elevation prevented unattended remote deployment.

Affected Canon multifunction printers exhibited front‑panel unspecified errors or system messages. In multiple incidents a device restart or power cycle cleared the front‑panel error and printing, copying and scanning from the device were confirmed to work. In at least one case a power cycle did not clear a persistent “Vorgang wird bearbeitet” status, but sending a test page from a client restored printing and copying even though the front panel still showed the message. One prolonged outage was resolved onsite by applying a firmware/software patch to the printer; printing and scanning were verified after the patch. In one transient incident a system message prevented scanning while printing remained functional and scanning resumed on its own after about an hour without a user restart or an explicit recorded admin action. Client-side discovery/verification was not always possible when local workstations were unusable; those workstation issues were tracked separately.

The deployment approach depended on client OS. Windows 10 Lenovo devices required IT preinstallation for campus printers, while Windows 11 Dell machines were handled by user self-install after successful enrollment. For Dell endpoints, support provided self-service instructions and users were able to add the campus printers themselves; one Dell laptop at the Bremen site had two Bremen printers added by the user after guidance and printed successfully. The department-wide preinstallation request recorded no final preinstallation actions because the deployment team awaited a list of which professors still used Windows 10 Lenovo; that request remained pending and the ticket was auto-closed by the system while awaiting the inventory information.

IT confirmed that office printers were treated as managed assets and that site/asset management (Bütec and site coordinators) handled collections, relocations, decommissioning and final assignments. Devices that were no longer needed had been collected, removed, or moved to other rooms; affected users were informed of relocations and of nearby alternative printers (for example a unit moved from room 2.14 to 2.13, with an additional unit available in room 2.10). Rarely used devices were logged for potential decommissioning or relocation (for example a 3rd-floor device in Leinfelden was recorded and left decision-pending with site/asset management). In cases where physical placement prevented network integration, IT assessed the location and, when integration was not possible, left the device in place and documented a USB-stick printing fallback as the operational workaround. All changes and disposition decisions were tracked as Bütec-managed assets and coordinated via site/asset management.

IT confirmed the SelfService temporary-admin workflow was still available and provided a short instruction sheet. The user opened the SelfService application on the Mac (the native app visible in Applications or the Dock rather than the ITService web page), used the SelfService temporary 30-minute admin elevation, and completed the Brother 7840 MFC installation with the existing driver.

Print-server queues and registrations were consolidated and corrected to match current physical devices and requested naming conventions. Orphaned and duplicate queues (including legacy COLOR/MONO and extra orphaned queues) were removed and remaining queues were renamed to correct location identifiers; obvious typographical and location-code errors (for example names implying the wrong city) were corrected, which resolved client lookup/connection failures. Universal Printing device configurations and associated print-server records, hotfolder/order-box names, and automation/Jira notification references were verified and updated so clients and notifications referenced the correct queue names. It was recorded that renaming server hotfolders/order boxes invalidated existing client-side links; those renames were completed and affected workstations were remapped where necessary. For bulk deployments, printers were registered using the provided IP and MAC addresses, and Active Directory printer groups and memberships were created or adjusted; legacy printer objects and obsolete printer groups were removed as part of cleanup. Devices that had disappeared after relocation or IP changes were re-registered or implicitly resolved as part of environment changes. Clients generally resumed printing without driver changes; on-site patch or firmware checks were offered when relevant. Where users could not access documentation links, document permissions were corrected so instructions were accessible.

AC power to affected outlets was restored and printers returned online. Faulty or non-functioning power outlets (for example inside patch cabinets) were identified and reported to facility/real-estate for repair. For intermittent power issues, dedicated or retrofitted power strips or consolidated power sources were installed, which resolved intermittent offline behavior. When devices had been powered off (including instances after firmware updates), printers were powered on and the device web UI (for example at the printer IP) was used to confirm reachability. In one case the device was then switched to direct Universal Print and returned to service.

The problem was resolved by permitting required mass-storage device usage in the Windows 11 MyAccess mass-storage whitelist and in the organization's EPM/Intune group policy, and by marking the locally provided printer/scanning software executable as trusted so it could access the network. Mass-storage whitelist entries required for USB-stick printing and scanning were added to the W11 whitelist and deployed to the affected Intune/AAD group, and the PaperCut installer .exe was whitelisted/trusted to allow the printer workflow to access network services. Where applicable, the change followed an approved request (manager approval was obtained) before the mass-storage whitelist change was applied. After these changes, users could copy files to USB sticks and the printer scan-to-USB and USB-print workflows functioned correctly, eliminating the need to use scan-to-email that had produced multi-page scans split across several emails.

Access problems were resolved according to the observed root cause. When user accounts lacked permissions while devices were operational, administrators assigned the printer or granted the user account access on the print server or added the user to the appropriate AD group; printing typically became functional the same day. Printers requiring deployment were added to the environment’s print server, enrolled/registered in Universal Print where required, and associated with the correct AD group (for example Printer_FRA2PR3). For campus laptops support guided users to add printers via the OS Location/Location Selection and confirmed correct printer names when multiple similar devices existed; for Windows 10 devices printers were observed to install automatically after a full sign‑in on campus (not merely unlocking the session), and users on Windows 11 were advised that the integration process differed. Device‑level authentication failures were resolved by re‑adding or restoring the required local user account on the printer’s management interface and supplying the device endpoint/URL to the requester. For HotFolder/WebDAV access a dedicated printer account (username: tp) was created, the password was delivered via the IU Safe Portal, and WebDAV addresses were taken from the printer’s web interface under Workflow → Hotfolders; remote support appointments and Teams sessions were offered for configuration. Where devices allowed copying but not printing, on‑site staff confirmed intended user groups and reconfigured devices so both student and staff printing were enabled. Dockboxes required for Zeugnisdrucker workflows (for example Anschreibenbox_DS and Anschreibenbox_SU) were created, configured and functionally tested, and access/configuration appointments were coordinated to grant required staff the necessary access. Provisioning that was blocked by device outages or pending device configuration changes cleared after the printer returned to service and outstanding configuration changes were applied. Technicians supplied device HTTP endpoints when relevant and offered Teams sessions for reconfiguration as needed.

Multiple related incidents affected document-generation and printing systems (CARE/myStudies/myCampus, Oasis, DS/Dokumentengenerator). Reported symptoms included blank/white output pages, missing certificate/transcript exports, and print jobs that appeared to submit successfully but were not delivered to the network printer. CARE/myStudies certificate-generation/export functionality was restored on 2024-05-03 (ticket did not record technical remediation). A DS/Dokumentengenerator incident that produced blank/white pages for ToR/Zeugnis printing was resolved when a specialist team restored printing (no configuration changes or remediation steps documented). A separate Oasis case involved a replacement certificate that showed successful submission in the application but never reached the office printer; in-office reproduction and printer tests found no general printer faults and the investigation closed at the user's request without a recorded fix. Across these incidents, no detailed remediation logs, configuration changes, or error codes were captured in the tickets.

Preventive maintenance was performed following manufacturer instructions, the work was recorded in the facility maintenance plan, and a regular maintenance interval was established (for example annually or by operating hours). Responsibility for ongoing maintenance and hardware repair was clarified: IT did not assume printer support and requesters were directed to the supplier, site owners, or Real Estate for repairs, scheduled maintenance, and user safety training. For reported faults and error codes IT performed or recommended short-term visual checks (inspection for debris/remnants and accessing components for visible damage) but did not carry out hardware repairs. In one assembly/support case the printer was assembled on 2024-12-13, resolving the setup issue. In at least one incident the requester later reported that maintenance was not required and the ticket was closed.

Support provided the institution's Windows 11 intranet knowledgebase article and pointed the user specifically to section 3, which contained the documented steps and information for printing with private/personal printers. The user was closed after receiving the intranet reference.

Labels were created and validated in the DHL shipping/label service for the provided tracking numbers, printed on label stock, and physically attached to the corresponding packages (tracking 00340434494863676739 for the MacBook 14” + Nano Dock + MS headset wireless, and 00340434494863676746 for the Dell Monitor 27”). The task was completed and packages prepared for shipment.