My Printers are missing

Troubleshooting missing printers

 

If, when attempting to print from SBMS or VIEW, your printers do not appear in the printer list, please do the following:

• Run the sCloud Service Request Utility on your Strata dashboard and follow the prompts to log off and submit the request, and wait for an email. After receiving the email, you can log back into your application and try printing again.

           *Click here for the article to run the sCloud Service Request

NOTE: If you are unable to see your printers right away, wait a few minutes after logging in to see if they appear.

• If the printers are still missing, run the sCloud Service Request Utility again and reboot your computer. Once your computer is finished rebooting, log back into your application and try printing again.
• If the printers are still missing after the previous two steps, please contact FreeWheel Client Service with details on ALL printers so we can investigate.
  • Preparing your printer driver information in advance (if possible) will help our Client Service team resolve the issue quickly, but we will happily assist you with gathering the information as needed.  Instructions are below.

How to look up Windows printer driver information:

• Right click on the printer in devices and printers
• Select Printer properties (not just plain properties)

• Screenshot the General tab, and the Advanced tab.  

NOTE: Support needs this for ALL printers on the computer.

If the user is on a Mac, provide a screenshot of the printer list with all of the printer names clear and visible.  The detailed driver information is not required.