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Frequently Asked Questions (FAQs)

Print charging FAQs

What should I do if my printing job is damaged?

If you suspect that there is a problem with an MFD or your output has been damaged, then please report it the ISD Service Desk. You may be asked to take your damaged output to the ISD Service Desk in the DMS Watson building to verify the damage.

Note: For faulty/damaged prints/copies, values can only be re-credited to your account to the value of the damaged pages.

How can I get the most from my printing credit?
  • Make sure you use print preview before sending your print job to the queue, the last page may have just have 1 or 2 lines of text on it but if you print it you will be charged for the full page. You can then try and adjust the margins of your document or the size of the font to try and fit all of the text onto as fewer sheets as possible.
  • If you do not want the whole document printed out use the options in the File > Print dialogue box to specify the pages that you want to print.
  • You can specify the pages you want printed by typing in the page numbers or choosing to only print a selection of text that you have highlighted.
  • Alternatively, you can try scaling the number of pages of your document you fit onto one sheet. For example you could fit 2 pages of A4 onto one page.
Will my unused credit be carried over?

The unused free credit is reset to £12 at the beginning of each academic year.

Any unused credit that has been added by the user will carry over to the next academic year.

I am getting a "No Credit left on account" message

DO NOT tap your card on the reader more than once. If you do, you will log yourself out again or you will receive the message “No credits left on account”. You will need to wait for a couple of minutes if this happens before you can log in again.

General FAQs

What is Print @ UCL?

"A managed print service"

“A sustainable and highly available print service that allows UCL’s staff and students to print, copy, scan and fax quickly and easily”

• Managed and supported by ISD

• Pro-active monitoring and consumables management

• 6 different device types (MFDs to printers)

• Devices available campus-wide for use by anyone on the service

What does a managed print service mean?
  • All MFDs and print devices will be networked and shared
  • MFD/Printer settings will be defaulted to A4, mono and double sided, where possible.  Specific overrides will be required for A3, one sided and colour prints
  • Print jobs not retrieved after 24 hours will be automatically deleted from the print queues
  • MFDs and printers will be set to maximum power saving configurations, where these settings do not unduly impact usability
  • Except for rare circumstances, all printers on the Print @ UCL Service will be available to any student or staff member to retrieve their print output 
  • In faculties, departments and other staff areas, two "Print Representatives" will be identified per device / area who will be responsible for consumables and paper top-ups
  • Individual printers will only be allocated on an essential use basis and with business case justification (e.g. disability)
  • Students will continue to receive a free print allowance per term, and then charged for output after this allowance has been used
  • Faculties and departments will still be able to provide "free" printing to their students on the Sustainable Managed Print Service, however, the Faculty or Department will be charged back at the same rate as the student
Why has UCL adopted a managed print solution?
  • The University currently consumes around 120,000,000 sheets of A4 paper each year and is committed to implementing policies that will reduce this figure
  • By introducing and following the policy outlined, UCL can potentially reduce it's CO2e by 206.3 tonnes per year*
  • Easy to use system
  • More functionality on MFD devices
  • Better security with secure release printing
  • Fewer models of MFDs and printers, simplifies purchasing of consumables
  • Accessible from multiple devices (Windows PC, Macs, laptops, tablets, phones)

*As forecast in a recent audit conducted at UCL, May 2012 by WRAP

How does this affect me?

• The Xerox solution provides secure printing facilities to all users

• The solution uses the UCL ID card to access options on all MFD devices

• All users will need to register via a single sign-on at first time use

• Users will be able to use their existing ID card

• User will still be able to access the solution by using their UCL log-on if they have mislaid or lost their ID Card

• Users will send print jobs to a single print queue (name to be communicated out)

• The print process at a high level:

a. Users go to the nearest MFD and swipe their ID card on the card reader

b. The MFD recognises the user and offers them the list of print jobs sent by the user

c. The user selects the print job(s) they wish to print

d. The selected print jobs are released within seconds

e. The user can choose to delete any unwanted jobs, therefore avoiding wasteful printing.

f. All un-released print jobs will be deleted after 48 hours

Which devices print mono (black & white)

Information on which devices are mono can be found on the Print @ UCL device list page.

Which devices print in colour?

Colour devices have a lable on th edevice similar to the one below:

Colour device label…



Information on which devices are colourcan be found on the Print @ UCL device list page.

Who do I contact if I have any questions?
What to do if I cannot print?

If you have successfully authenticated, selected the document from your queue and chosen “print” and your document did not print; click the printer “Information” button (normally the 3rd button on the left). This will display the ‘active jobs’ list and provide more information why your document did not print. If you are unable to clear the issue, follow the instructions below to clear the job from the queue.

Clear the print job from your queue by selecting the document “information” button. Select your print job and choose “delete”.

Maybe you are trying to print your document with a special setting that the printer is not taking. E.g. colour paper, chosen tray for different paper size, colour settings. Make sure you select the correct setting for your document.

You will be required to re-send your job. You can also try to collect the print from an alternate device.

If the issue persists, contact the Service-Desk.

What to do if your print is not sent to the print queue?

Re-install your print queue in your computer. 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.

How do I print without a swipe card?

Select the ALTERNATE LOGIN icon on the front panel. When prompted enter your UCL log-in and press “Done”.

Then enter your password and press “Done”.

Now you will see the main screen with Copy, Scan to e-mail and Pull Print

What to do if the card reader does not 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 is with your authentication. If prompted to “re-register” follow the self registration process. If issues persist contact the Service-desk.

How can my department join the Print @ UCL service?

If you are interested in discovering more about the Print @ UCL service, the benefits it can bring and how to arrange for devices to be supplied to your department please contact your ISD Customer Relations Manager to discuss (crm@ucl.ac.uk).

What if I wish to purchase a printer or MFD that is not part of the Print @ UCL service?