|
 |
|
|
|
|
Troubleshooting Print Accounting System problems
Q. My print job has not come out of the printer. What
do I need to do to get printing to work?
The following questions should all be "Yes" in order to
print using the print accounting system:
- Do you have a SUNet ID?
This system uses funds on your Stanford Card Plan
account. This account is connected to your SUNet ID.
Visit the SUNet
ID page for more information.
- Do you have a positive balance on your Stanford Card Plan account?
Check the balance of your Stanford Card Plan account.
Issues with your account should be dealt with by the
Bursar's Office - first floor of Old Union.
- Is this computer configured to use the print accounting
system?
There will be a PD Notify icon in the system tray
to show that this machine at least has the software
installed. If there is no icon displayed, reboot the
machine. If icon still does not appear, report the
problem to library staff at the reference desk and
move to another machine.
When you request a print job, the PD Notify application
will bring up a window displaying your balance and
the total cost to print the current job. You must
click "Yes" before the job will be sent to the print server and then
to the printer.
- Does this machine have an active network connection?
If you can access the Internet, then assume you have an active connection. If not,
it's possible the network cable has been unplugged or has been removed from the
machine. If the cable is not present, report the problem and move to
another machine.
- Does the printer have paper loaded?
If the printer is out of paper, ask the library staff
at the nearest service desk to refill the printer.
Q. All of the above questions are "yes" and I still can't print. What should
I do now?
Here are a couple of things you can try to get your print job to print:
- If the PD Notify window never pops up, it's possible
that the print job is taking a while to queue. The
larger the file, the longer it takes for the PD Notify
window to appear. If the window never appears, go
to the next step below.
- Check the print queue (http://printing.stanford.edu)
to see if your print job is sitting on the server.
You will need to know what area you are trying to
print from (i.e.; Green Library) and the name of the
printer you have selected (i.e. SUL-GREENW2). Each
printer has a label showing the name of the printer.
On this page, find the area you are printing from
and select the printer from the drop-down box. This
box displays the name of all the printers configured
for the PD Notify system. Click the "Continue" box
after selecting your printer name. If your print job
is sitting in the queue, you can find it in the list
and select the "release" button. The job will now
be sent to the printer.
If you are still not successful in getting your print job, report the
problem to library staff at the reference desk.
Q. I was charged, but didn't get a printout/had
a bad copy/printed the wrong page. How can I get
reimbursed?
THERE ARE NO CASH REFUNDS FOR BAD PRINTS.
The Stanford University Libraries will only make
good for "bad prints" if SULAIR is at fault
(e.g. - due to printer failure or no toner). We
will not give credit for:
- print jobs sent to the wrong printer
- print jobs that the user fails to pick up from
the printer
- user sending multiple copies of a print job
to a printer
- user printing the "wrong" document
- print jobs delayed several minutes due to heavy
user load
If you have bad prints, show them to the library staff
at the nearest service desk. If it is the fault of the
printer or the printing system, they will arrange for
you to immediately reprint your file at no additional
charge.
Please note that the print accounting system is designed to only
debit your account when pages physically come out of the printer. Users are
not charged for unprinted pages, or print jobs that get "stuck in the queue"
and are subsequently removed.
Ronnie Fields
User Services Technology Specialist
Information Center
Cecil H. Green Library, Stanford University Libraries
rfields@stanford.edu
Last modified:
June 23, 2005
|
 |
|
|
