Here's my understanding problem:
- You say the printer can be ping'd and you say that the printer's webpage can be accessed by your customer. True/false?
- You say you are using a cross-over cable. Why are you using a cross-over? Are you not able to use your customer's LAN?
- You never mentioned if you could utilize the customer'sprinter from your PC. Can you print?
- You don't mention whether the customer has other printers present. Do they and can they print? If so, are any of the present printers the same character as this printer?
Questions
What OS is your customer running? And, can you run the same? If you cannot use your customer's PC, then you need to memic the problem by installing a similar OS on your PC to follow thru on testing.
Also, you mention Citrix. What exactly is your customer printing from?
Should you do capture packets, unless you have been trained on understanding printer languages, I'm not sure how that will help you...asuming you are successful.
Can you provide a bit more clarity on top of what you've already shared?
Here to help