Print@UCL Troubleshooting & Common Issues

If you have sent a print job to the Print @ UCL device, but it does not appear then this could be because your password failed.

Have you recently changed your UCL password?

If you have recently changed your main UCL password then you may find that you are unable to print. Don't worry this is fairly easy to fix; you just need to update your credentials on your machine, to allow your print jobs to be sent to Print @ UCL queue. For Windows users you can do this by updating your 'Windows Credentials'. Mac users will need to update their keychain.

• How to update your Windows credentials on Windows
• How to update your Keychain for Print @ UCL on Mac OS X

For all other operating systems you will need connect your computer to the Print @ UCL print queue

Please note: if you are printing via Desktop @ UCL then your password credentials will be updated automatically.

If this does not resolve your issue then please contact the ISD IT Services.

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 IT Services.

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’
 

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 IT Services.

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

How to guide

Attempt to print on an alternate device. If you are successful in printing on an alternate device, contact the IT Services 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 IT Services.

ou 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.

“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. 

After swiping your card, if the “please wait” screen doesn’t disappear after 3-5 seconds, you will need to perform a “soft reset” to refresh the screen.

Please press the hard yellow button twice, a prompt will ask you to confirm, after confirming you should be able to logon to the device.

 After you have selected the print job and released, the MFD will display a “resources required” warning, this is notifying you that you must enter the required media.

Select View Active Jobs

Select the print job, select Details

You will now see a screen that shows what media/paper the device requires for this particular print job.  In this example, the device is asking for A4 Letterhead paper to be inserted into tray 3.  If this is not what you intended to print onto or the size is incorrect, go back a screen and highlight the document and delete it.  You will need to re-submit the print job ensuring that the correct size and type is selected within the application and print driver.  The image below gives an example of how to do this in Microsoft Word.

Problem 1: When releasing a document from the printer you may be advised that you have been charged for the job but nothing comes out. 

Cause: A page in your document is too large to fit on an A4 sheet.

Resolution: You will need to resend the print job and ensure that in the document print window you select  Shrink oversize pages in the Page Sizing & Handling box.  You will not have been charged for the document.

Fig 1: PDF Page Sizing & Handling Window

Problem 2: When you attempt to release your print job at the printer a single page is printed with the words NULL VALUE.

Cause: A page in your document is too large to fit on an A4 sheet.

Resolution: You will need to send the print job again ensuring the file does fit a A4 page by selecting Shrink oversize pages  If the file does not print even after selecting shrink oversize pages, you will need to use a PDF convertor to convert the file to a Word document and then print the file again.  If using a Desktop @ UCL machine PDF Converter Enterprise 7 is available for this purpose.

Please Note: You will have been charged 5p for the single page that printed.  Please visit the IT Services with this page in order to receive a credit refund to you account.

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 Getting started with Print @ UCL.

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

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

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

4. Re-send your print job and collect

If you are still having issues after trying this then please contact the ISD IT Services.

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 IT Services.

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.