If you are having problems with your staff printer, try the following troubleshooting steps. Keep a list of the steps that you try and the results; then you can give ITS this information to speed up troubleshooting your issue. If none of these steps resolve your printing problems, contact your key operator for help - they have additional training to solve more advanced issues. You can also call ITS for assistance - How to contact ITS.
Note: If you are not a college employee, you will not be able to print to a staff printer.
1. Are you a staff or student?
Students cannot access staff printers. Student printers start with ACWoodroffe, ACPembroke, or ACPerth. If you are a student using your student account to print, you can use printers in classrooms, access labs or the Find Me print queues - Where can I find student printers that will print over-size and colour?
2. Check that you have PaperCut installed.
You must have PaperCut installed on your computer before you can print. The easiest way to do this is to use a college computer to print, such as the teaching station in eClassrooms. The computers in the library and labs do not have PaperCut installed. For more about PaperCut, see What is PaperCut?, How do I install the Papercut app on my Windows computer? or How do I install PaperCut on my Mac?.
3. Check that you have the Find-me print queue installed.
You can print anywhere in the college by sending your print job to the Find-me print queue, and tapping your card at the printer to release your print job. You can identify these printers because they will tell you to tap your card. For steps to do this, see How do staff install and use the FindMe print queue? or How do I install a Konica Minolta Find me Printer on my Mac?
4. Check that you have the Direct print queue for that printer installed.
The alternative to Find-me print is to print directly to a single printer. If you are attempting this, ensure you have the correct printer installed. For help installing, see How do I install and use the staff Direct print queues? If you are confused between virtual and direct printing, see What is the difference between FindMe and direct printing?
5. Check for your print job in PaperCut.
If you printed but never saw your print job, it is possible your print job is still in the system. You can go to Jobs Pending Release to find your print job. If it is there, you can still go to a Find-me printer to print it. If the job is not there, check Recent Print Jobs to see if it was printed. Otherwise, the print job was never sent.
6. Check the printer is working.
After a power outage or network outage, the printers may not be working properly. You can tell this from the display panel which will be showing an error or other message. The easiest thing to try in this situation is to power cycle the printer. This involves turning off the power switch, leaving it off for 30+ seconds, and turning it back on. After a minute to reconnect it will return to normal if that was the problem. Note: The exception to this is if you see " Device ##### is not configured." - How do I troubleshoot a device error message on a Konica Minolta printer?
Caution! Do not look for a paper jam or play with parts of the printer you are not familiar with. Contact the key operator to help you with those actions.
7. Ensure you have the correct printer, or try another printer.
8. Check that you have at least one budget code assigned to you.
All staff printing requires a budget code. If you don't have one assigned to you, you will not be able to print. When you send a print job, you will be prompted to select your budget code (even if you only have 1 code) before the job is sent to the print queue. If this doesn't happen or you get an error at this point, you need to contact your manager to confirm your budget code status.
9. If you cannot tap to release your print job, have a coworker try to print and release their print job.
If your coworker can use their card, but yours doesn't work you may have a card problem. Older ID cards without the wifi symbol will not work with the printers. For help, see I am tapping my staff ID card on the printer but it is not working. What should I do?
10. What application are you using to print?
It is possible the application on your computer is having problems, not the printer. Try to print from another application such as Notepad or Office. If that works, then your original application has problems. Contact ITS for assistance troubleshooting the application. (How to contact ITS)
If you continue having problems printing from the application, print the document to PDF, and use the web print portal to send the print job to a Findme printer - How do staff use college web printing? This method doesn't require anything to be installed on your computer.
11. Reboot your computer and try to print after rebooting.
Just like rebooting the printer can clear some problems, rebooting your computer can also correct some problems. Power your computer off, wait a few seconds, then power it back on. Once you are logged in again, try to resend your print job to the printer.
12. Check to make sure the printer is visible in your ‘Devices and Printers’.
On your computer go to Start > Devices and Printers. The name of your printer will appear in this list. If not, you need to install the printer. For help see, How do I install and use the staff Direct print queues?.
13. Contact your printer key operator.
Every area of the college has a key operator who has been trained in advanced operation of the printers. Contact them for help with paper jams, out of paper, out of toner, error codes, or other problems that are specific to a single printer.
If none of these solve your issue, contact ITS for guidance - How to contact ITS.
ITS will ask you to provide the results of these steps.