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THIS IS FOR DESK SUPERVISORS OR DESK ATTENDANTS ONLY
The purpose of this document is to address some of the most common printing issues in the University of Kentucky's computer labs. The Problems and Solutions in this document were written based on issues mentioned in refund requests made during past years, and from talking with computing lab personnel.
If you feel there is a printing issue that needs to be included in this text you can Contact Us with the specifics.
Recent Notifications:
To reboot the Black Box behind the copiers/printers (this is
to be done by desk supervisors or desk attendants only): (1)
turn off the copier/printer (all devices--and the order of
turning off all equipment doesn't matter), (2) next,
power down the Black Box by holding in the power button
(round lit-up green button) until the light on the power
button goes off. Remember, you have to hold the button
until it powers off because pressing it one time quickly
will not work, (3) next, make sure all
copiers/printers are off then press the power button again
and let the Black Box cycle back up the the
normal print
and/or copy screen (see picture in hyperlink). You
always power on the Black Box FIRST before powering on the
copiers/printers, and (4) power back on all printers/copiers
"one at a time".
To recalibrate a decalibrated touchscreen (e.g. when you put
your finger on the screen the arrow is not under your
finger): (1) You simply unplug the inline VGA connector
(call us and we can help you over the phone during "regular
business hours") and count to 20 seconds and plug the
connectors back together, and (2) place your index finger
finger on the touchscreen display and leave it there until a
bullseye screen appears. When you see the bullseye
press it with your index finger in all four corners
(sometimes takes multiple attempts) until it accepts your
finger screen presses in all four corners. Once it
accepts your touchscreen presses it will exit from the
bullseye screen and take you to the
normal print
and/or copy screen (see picture in hyperlink)
.
If a patron has an issue with the printer or copier they need to see the Desk Attendant. Also, it does help leaving the equipment on so that we can see the error messages on the device so please try to leave the equipment on unless the situation demands otherwise. Lastly, please do not place the device "out of order" until you have called us because we may be able to help you over the phone!
In regards to printer issues, please provide us with a detailed description of the issue so that we can better help diagnose and find a solution. For example, information that is helpful: error messages on the copier or printer display screen, error messages on the card swipe display, description of mechanical malfunctions, printer or copier noises, the tray(s) the printer is jamming from and location of printer jams, etc... Please understand that for us to successfully diagnose and resolve printing issues that you must contact us through our Request Service form.
If someone prints a non-standard paper size (e.g. A4, Legal or some other non-standard size) the printer will, in most cases print it; however, it will cause the multi-function Canon Imagerunner 3300 to have a "red light" appear on the front of the copier under the keypad keys. The red light is not an error or a paper jam. Basically, the printer is simply asking you to tell it which tray to continue printing the non-standard paper size too. So go to the Canon display screen on the copier and select tray 1 or 2 to continue printing the non-standard sized document. Please suggest to the patron that for the best printing results that, whenever possible, to please format the document to be compatible with our standard sizes. Typically, most machines on campus have 8.5x11, Legal (some locations) and 11x17/Tabloid/Ledger (some locations). To know what type of paper is in the Canon copier, please look at the designation on the front of the paper tray where the paper is loaded. If you have any questions then feel free to call if you still have trouble with this.
Section 1 - Plus Account Cards, Accounts or DART Machines
1.1 I made a deposit at a DART machine and it hasn't hit my account
1.2 When I swipe my card, it says 'Diebold System Error'
1.3 The DART machine 'Failed to Dispense Card'
1.4 I'm experiencing difficulty with my UK Student ID (i.e. not swiping)?
Section 2 - Problems when retrieving a print job, or issues with print quality/speed
2.1 Why are there are extra blank pages being printed at the end of a document?
2.5 The color printer won't print the document in color
2.6 Why does it take so long for some documents to print (especially PDF files)?
2.8 The touchscreen isn't detecting where I am touching
2.9 The copier is offline and I have already restarted it
Section 3 - Problems when using the copier
3.1 The copier is flashing a red error light
3.2 The copier 'Start' button is backlit red and it won't copy (Online Scanner enabled)
3.3 There is a line on the pages I'm copying, but it doesn't show up on print jobs
3.4 I attempted to copy (including duplex), but my copies came out blank
Section 4 - General Questions
4.1 How can I print to something other than Letter, i.e. 11x17, 8.5x11, Legal, Ledger?
Section 1 - Plus Account Cards or Accounts
I made a deposit at a DART machine and it hasn't hit my account
Solution:
Call the Plus Account Office at 859-257-6159. IKON is not in charge of the deposits that are made, but the Plus Account Office can verify that the deposit was received and, if not, can credit the students account. Under no circumstances should a Plus Account Refund be issued for this via our website, unless if it outside of normal business hours (M-F, 8am-5pm). Additionally, we suggest that you wait at least 15 minutes to see if the deposited amount posts to your card before contacting the Plus Account Office.
When I swipe my card, it says 'Diebold System Error'
Solution:
Verify that it is just your card that is experiencing the error. Ask someone else to swipe their card or print something off, and if they can successfully do so, you have narrowed it down to your card specifically. If they also experience issues, notify IKON by utilizing the Service Request form on this website. If it is just your card, please contact the Plus Account Office at 859-257-6159.
The DART machine 'Failed to Dispense Card'
Solution:
The cards in the DART machine is either out of cards (most likely) or the cards are stuck together via static and will not dispense. Please notify IKON by utilizing the Service Request form on this website.
I'm experiencing difficulty with my UK Student ID (i.e. not swiping)?
Solution:
If the patron knows that they paid the Student Technology Fee, and yet they continue to experience difficulty using their PLUS Account, the magnetic stripe of their UK Student ID card may be damaged and may need to be reformatted. Contact the UK Student ID office at 257-1378, or have the student go to room 107 of the Student Center.
Section 2 - Problems when retrieving a print job, or issues with print quality/speed
Why are there are extra blank pages being printed at the end of a document?
Solution:
If you scroll to the end of the document, or use Print Preview, you'll find that there actually are blank pages. Delete the blank pages from the end of the document.
Why is it, that what prints out does not look like what is on the computer monitor (i.e. Adobe files not printing portions of the job)?
Solution:
This is often the case, and the very reason why programs have a Print Preview option. The screen layout may not be the same as the actual page layout. The only way to be sure what is printed looks like what is wanted is to use Print Preview. In fact, Print Preview should really be used before any document is sent to the printer.
Why does the printer not print, and says to Configure Paper; or Change Tray 2, Plain Legal; or Load A4, or asks for some type of paper other than letter?
Solution:
In each case the printer is searching for a different size paper than it contains. The document was configured or sent to the printer as something other than letter size paper. The document needs to be changed to fit on letter size paper. The printer cannot print on paper it does not contain. On Canon copiers, enter the System Monitor screen in the bottom right side of the touch screen, select a Letter tray and hit OK. Unfortunately, turning the printer off will purge all documents that have been sent to the printer (documents that show at the Print Station will not be effected).
Instead of printing a graphic or a document with a graphic, multiple pages with odd symbols (i.e. "`A`A(ohohas (dfkjeois;lkjf aeluu0i0u") came out of the printer
Solution:
The document contained one or more images sent to the printer in Binary. Images must be sent to the printers as ASCII in order to print. Where this selection appears depends on the program. The most frequently used programs where this is a problem are PhotoShop, Illustrator and PageMaker. Images saved as binary and exported to text documents can also cause problems.
The color printer won't print the document in color
Solution:
Sending a document to a color printer alone does not insure that it will print in color. After choosing print a box comes up that allows you to select a printer, to the right of the printer selection is a Properties button. Click on this button and make sure that Color and not Black and White is selected (on Windows computers only).
Why does it take so long for some documents to print (especially PDF files)?
Solution:
The speed at which a document is printed depends on a number of factors including; the size of the file, the page per minute speed of the printer, network congestion, and the printers ability to render images. Obviously, a larger file will take longer for the printer to process. The printers page per minute speed effects how long it will take to print a document once printing has begun. Also, when anything containing images is sent to a printer (including PDF files) the image must be rendered again, and this does take time. To speed this up for PDF files, in the Print Window where you can select a printer, on the left, there is a setting for Print as image. Select this before printing the PDF file. For other file types, attempt to save as a PDF and print as an image - this quickens the rendering that occurs at the printer itself and can decrease the file size.
There is an extra page being printed at the end of my Microsoft
Office job that lists information about my job
Solution:
This is an option that can be turned on within Microsoft
Office products and, if you are printing on a Library
computer, which someone before you likely turned on or
imported the setting with their job. To turn this off, you
can restart the computer or go i
The touchscreen
isn't detecting where I am touching
Solution:
It likely needs to be recalibrated.
In order
to remedy this, you will need to unplug the power for the
hub of the Omega device (the computer-looking portion that
has all of the wire connections) and then plug it
immediately back in. The device then will re-boot like a
normal computer, eventually displaying a screen with the
words 'Starting Up Omega'. At this point, hold your finger
on the touch screen of the Omega device until the screen
disappears. A calibration prompt will then appear on the
screen. Touch the blinking circles in the fours corners in
succession, and the will re-set the calibration of the
device and allow it to work properly. If this does not
remedy the situation, please contact us by
filling a Service Request form on this website. The
copier is offline and I have already
restarted it
Solution:
Check to make sure the Ethernet crossover cable from the
SmartHub to the copier is plugged in. It looks like the
image below, in which you will see the orange crossover
cable and the black USB->Ethernet Adapter. If the Orange and
Green lights are not on, reconnect the cable and restart the
copier.
The crossover cable from SmartHub to Copier, with
USB->Ethernet Adapter
Section 3 - Problems when
using the copier
The copier is flashing a red error light
Solution:
If the screen on the copier is black, hit the 'On/Off' button - this will turn the screen on. Then hit the 'System Monitor' button in the bottom right, which will tell you the problem. If it is asking for a different size sheet of paper than what is in the copier, please see Problem 2.3. If it has a paper jam, it will show you where the jam is.
The copier 'Start' button is backlit red and it won't copy (Online Scanner enabled)
Solution:
If the screen on the copier is black, hit the 'On/Off' button - this will turn the screen on. Then hit the 'System Monitor' button in the bottom right, which will likely tell you that 'Network Scanner' is online. If so, you will need to activate the copying feature by swiping your card at the Plus Account reader, hit the button on the copier that says 'Scanner' and then 'Disable' the Online Scanner. You should then be able to copy.
There is a line on the pages I'm copying, but it doesn't show up on print jobs
Solution:
The copier glass needs to be cleaned. When you raise the cover, the resting position for the page reader is on the left side, separated by a plastic piece from the rest of the platen glass. Gently clean this with a wet cloth to remove dirt and dust, which should remedy the problem. If it does not, please notify us using the Service Request form on this website.
I attempted to copy (including duplex), but my copies came out blank
Solution:
You put the originals in the feeder upside-down. The text needs to be facing upwards, even if you're making duplex copies from single sheets. If you are copying handwritten text on notebook paper, you may need to adjust the darkness on the copier home screen (right hand side).
Section 4 - General Questions
How can I print to something other than Letter, i.e. 11x17, 8.5x14, Legal, Ledger?
Solution:
First, make sure the printer can actually store that paper. If it's a color printer, only the one in Architecture Lab is capable of printing onto something other than Letter paper. If it's a Lexmark black and white printer, it also can not print to anything other than Letter paper. Only the Canon multifunction devices can print to another paper size. On the Canon's, you can check what paper is in it either by looking inside the paper drawers or by checking the 'System Monitor' button in the bottom right of the copier touchscreen. After you know what it has, you can print on it using a queue with the 'Canon ir2200-3300 PCL5e' driver installed, which for most locations will be the duplex queue. You'll go into 'Printing Preferences' and select the paper size you want under 'Page Size'. Then print. It's that simple.