troubleshoot

When a student reports having trouble with printing a document, use the following steps to troubleshoot the problem:

  1. The first step should generally be to check the student’s printing account (even if they’re sure they have enough pages, etc.). You can view the student’s printing account from the front desk by using the Add Printing module (aka “My Printing Administration”).
    • Do they have enough pages on their printing balance?
    • Did they send the document to the wrong printer?
    • Did they recently add pages that were not recognized by the system? (If this is the case, you should see a “Balance Resolved” message somewhere on the page.)
  2. If everything looks good with the student’s printing account, check the printer queue on the front desk computer (Start menu –> Devices and Printers –> Select the printer you want to check).
    • There may be a large file that is taking a long time to load.
      • The Speech Lab Manual is notorious for this, and students print it off around the same time every semester.
    • If you see any documents “stuck” in the queue, try to restart them.
    • If the student is trying to print a file directly from their internet browser, have them download the file to the computer and try again.
    • If the student is trying to print a webpage, have them save the webpage as a PDF or XPS and print that file instead of printing from the browser.
    • If a document continuously fails to load, you may have to delete the print job. If the student has been charged for a document that fails to print, you can reprint it for them using the staff printer.
  3. If there are no print jobs stuck in the queue, check the printer itself for error messages.
    • Is there a printer jam?
    • Do any of the toner cartridges need to be replaced?
    • If you are unable to fix the printer problem, contact IT. The fastest way to get a response from them is to call (x5310). If no one answers, send a help request via email instead (help@northwestu.edu).
  4. If there are no apparent problems with the printer itself, make sure the student is logged in to the computer on their own account.
    • There have been multiple occasions when someone forgot to log off when they were done with a computer and the next person just sat down and started using it.
  5. When all else fails, have the student send their document to library@northwestu.edu and use the staff printer.

Note: If a student wants a refund for a failed print job, they will need to email IT (help@northwestu.edu).

For widespread printing problems (ex., if Library Student Copier is completely broken), make sure to inform patrons and let them know what other available printing options they have. If the problem is not likely to be fixed right away, put up signage on the printer and/or at the library computers.