Description:
Label Printers are used in pharmacies to print prescription labels out for pharmacists to then attach to the medications that they dispense from their pharmacies. These devices are network devices which is why they pertain to us at VOW.
Required Information:
- Verify if we operate their network infrastructure or not
- Verify that their issues is related to our infrastructure or other purview of support, we do not support the troubleshooting of a failed fusion roller on one of these devices for example.
- Verify what sort of connection this device is using to reach the network as well as Verify any special IP information the device might have
Commands Used:
- Mtr 8.8.8.8 while inside the OPIE CLI
- Teleporting into network devices at the location
Troubleshooting:
- Log into Router and determine if the label printer is online on the network, devices will be given an address that matches the local DHCP scheme in most cases though there is a chance it will have a static address that has been assigned.
- If no such device is found, double check that the network is allowing communication by running an MTR inside the OPIE and see if it has network activity. Or checking for network health via the Smokeping of the OPIE.
Resolution:
- If you are able to locate the device on the network and it is reporting with a valid IP Address and you have verified that all the device connections are operational, the device should be working and any further requests by the customer are going to have to be taken up by the manufacturer of the device. We do not do support on these devices physically beyond how they interface in the network.
Escalation Information Needed:
See: Escalation Information/Case Comments
Prepared by: Alex Vazquez
Written By: William Meegan
Date Edited: 6/24/24
Final Review by: Troy and Alex
Date Reviewed: 10/21/25