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Common Issues

Here is a list of known print issues and how to resolve quickly and easily:

On your computer:

At the MFD:

Important Information:

ALL PRINTERS AND MULTI-FUNCTION DEVICES ARE IN A MANAGED SERVICE

Please DO NOT power off any device (except if a reboot is advised by Service Desk). Devices are constantly monitored. All devices will go into an energy efficient sleep mode when not in use. To wake up a device from this status, please press the Energy Saver button.


PDF Print Issues

Select ‘Print my job anyway’ and check the ‘Do not show this again’ button:

adobe-10-print-prompt-common-issue

(a) You may get a pop-up message when trying to send a PDF to print from Adobe Reader 10. The message will be entitled: ‘Potential Printing Problems Detected’


If you notice that it is taking an unusually long time to print or spool your PDF, we recommend that you re-send the print job as shown below:



Keep having to re-enter your username and password on your computer?

If every time you print, you keep getting prompted to re-enter your username and password, make sure you select "Remember my Credentials" and this should no longer happen. If the issue persists please contact the ISD Service Desk.

Tip! If you are using a standalone computer or an ADS computer you will have to re-connect to the print queue if you change your UCL password. Instructions are available on the connect to a print queue page.



Documents not printing out as expected

You may on rare occasions find that your document has not output in the colours you expected or with some strange characters. As a first step we recommend disabling 'PostScript Pass-through'. The steps to do this are:

1. Go to the Print Driver Preferences

default-print-settings



2. Select the 'Advanced' tab and expand the Driver section by pressing the small '+' next to the word 'Driver'

expand-driver-tab


3. Change the 'PostScript Pass-through option from 'Enabled' to 'Disabled' and then press 'Ok' to save the settings

enable-postscript-passthrough


4. Re-send your print job and collect

If you are still having issues after trying this then please contact the ISD Service Desk.


Print Job not displayed under Pull Print 

Go to ‘Start’ and select ‘Devices & Printers’. If the Print Queue is greyed out, you will need to re-install the print queue on your computer. This normally happens when you change your password. Please make sure you check ‘Remember my credentials’ when you are asked for your UCL username and password. Otherwise you will need to re-install the print queue every time you reboot your computer. For instructions on how to add the print@UCL print queue, please visit www.ucl.ac.uk/isd/common/print —> Select Staff or Student —> Connect to print queue.



"View Active Jobs" message displayed on MFD

If you have selected your document, pressed print and the device does not print; click the printer ‘Information’ button (normally the 3rd button on the left). This will display the ‘Active jobs’ list . Select the document and choose ‘Details to receive more information as to why your document has failed to print. If you are unable to clear the issue, select the Printer ‘Information’ button, select your print job and choose ‘Delete’. If the issue persists, contact the Service Desk.

You may see the message “Login failed -

Still executing print jobs, please try again later” after swiping your card on the card reader. This maybe as someone has just sent a large scan/ print job from the device, and it is still processing the job after the user has logged out. If you wait 60 seconds, you should be able to login successfully.

When trying to release your print job you may see the following message displayed on the device: ‘View Active Jobs

active jobs error

This occurs when the print job you have sent requires a different paper size e.g. custom paper size instead of A4 or A3, or different media – e.g acetates. To identify the issue please select "View Active Jobs" to see further information.

The job will not print out and automatically delete after 1 minute.

Please resend the job making sure the paper or media corresponds with what is loaded in the device. If you need a special size of paper or media please use the paper bypass tray (on the side of the printer).



USB Printing & Scan to USB

These features are currently not enabled at UCL to ensure we meet Information Security requirements. 



Printing onto letter headed paper

Load the headed paper into a dedicated tray and select that specific tray from the print options.  Alternatively you can use the bypass tray.



Scan to email - email address not appearing

This functionality is enabled and only allows you to email yourself. If you are trying to use this service but your email address does not display in the "To" field, then please contact the ISD Service Desk.



Login failed - Still executing print jobs, please try again later

You may see the screenshot below after swiping your card on the card reader. This maybe as someone has just sent a large print/scan job from the device, and it is still processing the job after the user has logged out. If you wait 60 seconds, you should be able to login successfully.

login-failed-screenshot

Card Reader doesn't recognise my card

Attempt to print on an alternate device. If you are successful in printing on an alternate device, contact the Service Desk regarding the problem encountered at the original device. If you are unable to print at the alternate device, the problem could be with your user account. If prompted to “re-register” follow the self registration process (Enter UCL ID and password). If issues persist contact the Service Desk.


Email address not listed under Scan to Email

Attempt to Scan using an alternate device, if the issue persist contact the Service Desk.

When scanning, do not to bulk scan at high resolution settings as there is a file size limit of 20MB


"Please Wait" message when swiping card

“Please wait” message appears after you swipe your card: this usually happens if a user attempts to login straight after the previous user. Press the yellow key on the operation panel twice, this will prompt you with a message, select “Confirm”. Now reattempt to login with your card.