Questions to get started:
Do you get the “document is being held in queue” message?
Do you have the papercut logo in the menu bar at the top right of your screen?
What building/room are you in?
What printer are you trying to print to?
Where are you seeing the problem?
The user is swiping their key fob, but it just beeps and says “unrecognized ID card” or something similar:
This is because the user’s key fob is not associated with their account OR they received a replacement FOB and Papercut has not been updated.
In Papercut, go to “Users” on the left sidebar, and search for the user’s first or last name.
Scroll down to Primary ID Number near the bottom, and type their 5 digit key fob #.
If you do not know the key fob number, you can look for unrecognized key fob #s
In Papercut, go to Logs in the left sidebar, and look for unrecognized fob swipes. Each unsuccessful swipe will tell you the printer, and the fob #.
You can also filter down by unsuccessful swipes, or by printer, to make it easier.
An alternative is to go to the “Printers” menu on the left sidebar, and search for the printer the user is trying to swipe into.
Go to logs, and look for unsuccessful swipes.
If all else fails you (or a user with access) can find the user in Aurora and find their FOB number
Update their Primary ID in Papercut and save. This should take immediate effect
The user is swiping their key fob, but it comes up with a different user:
This is because the user’s key fob is already associated with someone else.
Go to Papercut, go to “Users” on the left sidebar.
Search for the user that is coming up, by first or last name.
Click on their account, scroll down to “Primary ID Number” near the bottom.
Take note of the 5 digit number (this will be used later), and delete the number from their account.
Now go back to users, and search for the correct user.
Click on their account, scroll down to “Primary ID Number” near the bottom.
Enter the 5 digit number from above, and click save.
Have the user re-swipe their card on a printer, to verify the change. They should now see their name, and their print jobs.
Common Problems:
If the user is able to release their jobs, but are not coming out:
Check that the printer has paper in all 3 trays.
Also check that the user printed the job with the correct paper size. If a job is sent with the wrong paper size, it will “release”, but will never print.
If that happens, you will have to delete any old print jobs before new jobs will print:
Swipe into the printer
Go to Access Device
Go into Advanced Copy
Go into Job Status
Delete anything in there.
If still not seeing anything, log into Papercut to look at the logs.
Verify that Papercut received the print job, saw the user swipe in, released the job, printed to the correct printer, etc.
The user can’t see 11x17 paper as a print option.
11x17 is called “Ledger” in the paper size options, much in the same way 8½x11 is called “Letter”.
Print name is too long
Sometimes if the file has a rather long name the printer will error out (KDPL Error in the printer’s log) so you may need to rename the file or (sometimes) make a copy and rename that.
Problems on User’s side:
Have the user restart their computer.
Closing the lid is not shutting down. Hold down the power button until the screen flashes white and shuts off.
Problems with the Printer:
Is it powered on?
Is it plugged into the network?
Is there paper in all the trays?
Is it out of toner? Or the waste toner full? (note: the toner trays will only open if the toner inside is empty)
Does it need a service call?
If so, please grab the ID number from the front of the unit, between the screen and the card reader (sometimes on the card reader).
Mac printing: Direct Print
Macbooks have their printer(s) and papercut both pushed through Mosyle, it’s there that we need to make any changes
Sign into Mosyle and search for the user under my school>teachers
Check the list of locations the user is in, if they do not have the proper location applied click the edit button
Click Select location(s) and find the needed location to grant direct print access
Once you have completed the above steps access the manager app on the user’s macbook
From there change the view from class manager to self service
Select my printers and install now under the printer you just added
Print a test job from the device and click see more under the options for printers (in the print window)
Find the new printer to add and submit a test print
If the new printer is not there try installing again from the manager app. A restart of the device may be needed.