What are two closed-ended questions that a technician... printer?

What are two closed-ended questions that a technician could ask a user while trying to identify the problem with a printer? (Choose two.)

Can you print a test page on the printer?
What were you doing when the problem occurred?
What recent software or hardware changes have been made to your computer?
Is the printer powered on?
What error messages were displayed when the problem occurred?

In troubleshooting printer issues, closed-ended questions are useful for quickly gathering specific information that can help narrow down the problem. Closed-ended questions generally prompt a simple “yes” or “no” response, or a brief factual answer, which can speed up the diagnosis. Among the options provided, the two best closed-ended questions are:

Can you print a test page on the printer?
Is the printer powered on?

Let’s explore why these questions are the best choices for initial printer troubleshooting, and how they aid in efficiently diagnosing and resolving issues.

1. Can you print a test page on the printer?

This question helps determine whether the printer is functioning independently of the computer or network it is connected to. When a user attempts to print a test page directly from the printer, they bypass any potential software or network-related issues, which makes it a valuable diagnostic step. Here’s how this question plays a critical role:

Isolation of the Problem: By asking if the user can print a test page, the technician can isolate whether the issue is with the printer itself or related to external factors such as drivers, the computer, or network configurations. If the test page prints successfully, it suggests that the printer’s hardware is likely functional and that the issue may be software-related.
Direct Test of Printer Hardware: A successful test page print indicates that the core components of the printer—such as the print head, ink or toner levels, paper feeder, and internal processor—are likely in working order. This confirms that the issue might not stem from hardware malfunctions, saving the technician from unnecessary hardware troubleshooting steps.
Efficient Troubleshooting: If the printer cannot print a test page, the technician knows that the problem may indeed be with the printer’s internal components. This confirmation allows the technician to focus on printer-specific troubleshooting steps, such as checking for paper jams, hardware malfunctions, or error codes on the printer’s display.

By using this simple yes-or-no question, the technician can efficiently determine whether the printer’s internal mechanisms are functioning, which is crucial for narrowing down the issue.

2. Is the printer powered on?

Asking whether the printer is powered on might seem basic, but it is an essential step in troubleshooting and often addresses some of the simplest, most overlooked issues. Here’s why this question is highly effective:

Rule Out Basic Issues: If the printer is not powered on, it won’t be able to print any documents or display readiness to receive jobs. This straightforward question immediately helps the technician rule out a common issue, which can often arise due to unplugged power cords, accidentally switched-off power buttons, or power supply issues. Small oversights like these are more common than they may seem, especially in shared or busy office environments.
Identifying Power Supply Issues: If the user responds that the printer is powered on but it still does not respond, the technician can look for other power-related issues. These may include checking for loose power cables, ensuring that the outlet is functioning, or diagnosing internal power supply problems if the printer does not boot up correctly. In some cases, this simple question can uncover power supply defects or even signal that the printer’s power adapter might need replacement.
Foundation for Further Troubleshooting Steps: If the printer is indeed powered on, the technician can proceed to other troubleshooting steps, confident that power is not the issue. Knowing the printer is powered on also ensures that the user is correctly following the initial steps in troubleshooting, which can help make the process more effective and collaborative.

This closed-ended question helps confirm that the printer is physically operational, which is fundamental to further steps in troubleshooting.

Why Closed-Ended Questions Are Effective in Troubleshooting

Closed-ended questions are especially useful in technical support scenarios because they provide quick, specific answers that help the technician form a logical troubleshooting path. Here’s why they are so advantageous in identifying printer issues:

Simplicity and Speed: Closed-ended questions, like the ones above, require only a brief response. This allows the technician to efficiently gather relevant information and pinpoint potential issues without needing long explanations, which saves time for both the technician and the user.
Systematic Elimination of Potential Problems: Each closed-ended question allows the technician to systematically eliminate potential causes. For example, if the printer can print a test page but doesn’t print from the computer, the technician can conclude that the printer itself is functioning properly and shift focus to the connection between the printer and computer.
User-Friendly Approach: Closed-ended questions are easier for users to answer, especially for those who may not be technically savvy. They can respond with a simple “yes” or “no,” making the process less intimidating and ensuring that the technician receives clear, actionable information.

Additional Diagnostic Steps Following the Initial Questions

Once the technician has confirmed that the printer is powered on and can (or cannot) print a test page, they can proceed with targeted troubleshooting based on the user’s responses. Here’s how the next steps might unfold depending on the initial answers:

If the Printer is Powered On and Prints a Test Page: This suggests the issue might be with the software, the driver, or the computer-printer connection. The technician might proceed by asking the user to check for error messages on the computer, ensure that the correct printer is selected, or restart the printer driver software. They might also consider checking the network connection if the printer is on a shared network.
If the Printer is Powered On but Does Not Print a Test Page: This points to a potential hardware issue with the printer itself. The technician might ask the user to check for paper jams, low toner levels, or internal error messages on the printer display. If none of these steps resolve the issue, it could indicate a more complex internal malfunction, and the printer may require repair or replacement.
If the Printer is Not Powered On: The technician would need to address the power supply issue. They might ask the user to check that the printer is plugged in, ensure the outlet is functional, or verify that the power button is turned on. If the printer still does not power on, the technician may need to investigate further for potential hardware faults, such as issues with the power cord, adapter, or internal power circuitry.

Why Other Questions are Less Effective in This Scenario

The other questions provided, while useful in understanding the context of the problem, are more open-ended and might not yield the immediate answers needed in the early stages of troubleshooting:

“What were you doing when the problem occurred?”: This open-ended question could provide useful background information but may require the user to describe their actions, which can take time. It’s better suited for identifying patterns if the printer error is recurring and cannot be easily replicated.
“What recent software or hardware changes have been made to your computer?”: While this question can be helpful if the issue appears to be software-related, it is not ideal for initial troubleshooting. If the problem is indeed with the printer hardware, this question will yield irrelevant information at this stage.
“What error messages were displayed when the problem occurred?”: This question may provide valuable information if an error message is displayed, but it assumes that the printer is responding enough to display one. If the printer is completely unresponsive, this question may not yield helpful answers.

Conclusion

In summary, “Can you print a test page on the printer?” and “Is the printer powered on?” are the most effective closed-ended questions a technician can ask when troubleshooting printer issues. These questions help establish basic functionality and isolate potential hardware or software causes, laying the foundation for an efficient and structured troubleshooting process. By focusing on quick, actionable answers, these questions streamline the technician’s approach, making it easier to resolve the issue and restore the printer to working order.