Diagnosing Problems PINGing a Printer IP Address from an IBM System i

Resolving The Problem

This document provides information on diagnosing problems where you are unable to print through a Remote Output Queue (RMTOUTQ). *LAN 3812 device description or *LAN IPDS device description because you are unable to successfully PING the printer IP address from an IBM System i Server, even though you may be able to successfully PING the printer IP address from a Windows PC or other host on the Local Area Network (LAN).

This document was last updated on 22 May 2013.

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1	Verify the printer IP address, subnet mask, and default gateway settings. Note: It is recommended that you have the user generate a printer configuration page or bring up the printer IP address in a web browser to view the settings online. However, the settings can also be checked directly from the printer or print server hardware. For more information, please contact the manufacturer of your printer or print server.
2	Verify the IP address of the IBM System i Server by running the Configure TCP/IP (CFGTCP) command and taking Option 1 (Work with TCP/IP interfaces).
3	If a user's Windows PC can successfully PING the printer IP address then verify that IP adddress as well by bringing up a Windows Command Prompt and typing the following command: ipconfig and write down or record the information that is returned. For example: Connection-specific DNS Suffix . : rchland.ibm.com IP Address. . . . . . . . . . . . : 9.10.54.116 Subnet Mask . . . . . . . . . . . : 255.255.255.0 Default Gateway . . . . . . . . . : 9.10.54.1
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They are trying to print to a LAN attached Zebra printer from Page 4 of 8 their iSeries system. They have had this working but it was out of commission for a few days while they replaced the print head. They have the printer ready to go now, but cannot get the Remote Output Queue (RMTOUTQ) to print. They are able to PING the printer IP address from their Windows PCs, but cannot PING from their iSeries system.

ACTION TAKEN: The printer IP address is 192.168.60.114 (it is in Riverside CA) and the iSeries IP address is 10.10.0.23 (it is in Michigan). I had Jorge end the remote writer with *IMMED but he is still unable to PING the printer IP address. I then had him bring up iSeries Navigator to check on the ARP Cache but the printer IP address is not listed.
Jorge is able to successfully PING another printer at that remote site (at IP address 192.168.60.116) but still cannot PING the failing printer. I talked to Tom about this and he gave me a few suggestions. Page 5 of 8 I first had Jorge power the printer off to reset it and to check for a duplicate IP address, then had him power it back on and PING it again but he still only able to successfully PING the printer from his Windows PC (not from the iSeries).
I next had him do a TRACEROUTE of the working printing and of the failing printer so we can see if they are going through the same route, but they are not. The first two hops were the same, but then it kept trying different hops and never could find the printer.
I am not sure what else to check or suggest, so I am conferencing in someone from our TCP/IP (TCP) queue.

ACTION PLAN: Conferencing in TCP,163 for further assistance
+JOHNSON, JAMES G. -5722TC100 -L163/-------P3S3-08/10/24-14:22--AT Assist. Page 6 of 8
+PINE, MARK -5722TC100 -L163/AS4PRT-P3S3-08/10/24-14:23--CR
S5> SERVICE GIVEN= 19 SG/19/
S7> COMPID= 5722TC100
ACTION TAKEN: I conferenced in Jim J (TCP). He had Jorge do a CFGTCP Option 1 (Work with TCP/IP interfaces) and it shows the following
interfaces:

10.10.0.23
127.0.0.1
Jorge is in the same subnet as the printer, so he should be able to PING the printer from his PC. A better test would be to PING the printer from a PC in the same subnet as their iSeries system. Jim had him do a CFGTCP Option 2 (Work with TCP/IP routes) and it shows that they only have the default route configured. He then had him do a NETSTAT Option 2 (Display TCP/IP route information) and it shows that the default route Page 7 of 8 is "Available".
Jorge conferenced in one of their network administrators (Mike) from their corporate headquarters. He said that he should be able to PING the printer from his PC (he is in the 10.10.0.23) but asked Jorge to check that they have the correct gateway specified in the printer hardware. He found that it was set to 191.168.60.1 instead of 192.168.60.1 so he needs to change that setting and then should be able to PING the printer from the iSeries system again.
Jorge cannot get past the printer's password to change the default gateway settings, so he going to have to get the password or get someone else to change the default gateway setting. I gave him my direct number so he can call me back with the results. Otherwise I will plan on giving him a follow up call on Monday. Page 8 of 8
ACTION PLAN: RQing to AS4PW8, Delaying until 10/27/08
+PINE, MARK -5722TC100 -L163/AS4PW8-P3S3-08/10/24-14:31--CT
+PINE, MARK -5722TC100 -L163/-------P3S3-08/10/24-14:31--AT
CUSTOMER REP: Jorge Rodriguez

ACTION TAKEN: Jorge called me back to let me know that he got the default gateway setting changed and that the RMTOUTQ is now working again, so this call record can be closed.

ACTION PLAN: Closing call with customer consent