U-Print Troubleshooting Guide for Lab Managers

University of Miami - October 2010

U-Print is the system used by the University of Miami that offers the students the capability to any of the Ricoh U-Print printers across campus. The system is supported by the combined efforts of Ricoh, Pharos, and the University of Miami. U-Print utilizes three servers that receive print jobs sent from the computers in the labs across campus or from the student’s laptop connected to the Wireless Canes network. The drivers for utilizing the U-Print system can be downloaded from the U-Print website. When a job is sent, it is stored on one of the servers for up to 6 hours or until it is released at any of the 100 U-Print printers stationed around campus. Students are charged by the page when they release the job from the printer. Students access the jobs they printed by entering their MyUM credentials using the Omega Screen. The request is processed by the Omega attached to the printer and the jobs are displayed on the omega screen. The student can then select an individual job to print or they can use the Print All button to print all the displayed jobs.

Omega Screen

Omega

This guide is designed to assist lab managers, assistants, and staff to handle some of the more frequent situations they may encounter while working with the U-Print system.

Printer Errors First we will cover some basic printer support, Adding Paper and Toner as well as a few of the more common printer errors you may encounter.

Loading Paper:  Never fill the paper drawer past the fill line.  Always remember to fan out the paper.  Always check to make sure the gates are pushed in on all sides of the paper and locked.

Loading Toner:  Shake the cartridge about 10 times to loosen up the toner.  If your machine’s cartridge swings out, always make sure it swings out to a full 90 degrees before changing the cartridge.  If your machine’s cartridge is on a pull out tray, make sure that it is pushed in all the way before lowering the locking handle.  Always make sure the cartridge clicks into place before closing the door.

Data In Light: All Ricoh/Lanier printers have a green light on the front panel that says “Data In” or a symbol like this: . This light shows that a job is currently being processed by the printer. It is recommended that no one else print while this light is on or it may cause the job to lock up.

Alert Light: All Ricoh Machines have a red alert light on the front when there is an error with the machine. This light is always accompanied by a message on the printers display giving a code or a description of the problem and some printers have a top light as well. If the light is on and the printer continues to work, this indicates that the machine will soon need attention. If this happens and the supplies it requires are not available to you, place a service call. There is no reason to put the machine out of order. If the light is on and not printing correctly, place and out of order sign on the machine and place a service call.

Paper Jams:  Always clear paper jams in the correct order, counter clockwise starting from the paper tray or follow the letters in order.  Always check for paper behind any slide out parts before pushing them back into place.  Always check to make sure that none of the paper trays are over filled. This will cause continued jamming.  If a machine jams in the same spot more then 3 times in a row, place a service call.  If there is a jam you are unable to get out, place an out of order sign on the machine and place a service call.

Paper Type Mismatch:  This error is cause by someone attempting to print to a size of paper that is not in the machine, this is a very common error and is easily remedied. Remember, with this error the job may not print properly. If the job size is too big for the paper in the machine it can be severely cropped.  Press the “Form Feed” button. If there is no form feed go to the next step.  Select a paper tray. There are 2 ways to do this depending on the printer. On printers with a touch display, just tap the tray you want to print from. On all other printers, use the up or down buttons to select the paper tray then press enter.  If the user wants to reprint the job you can also press “Job Reset” then enter to delete the job.

Reset Paper Tray:  This error is caused when there is no paper in the tray the user is trying to print from or the machine is having trouble detecting the paper, this will happen if the paper is above the fill line.  Open the paper tray, make sure there is paper in the machine and that it is not over the fill line, and close the tray. The machine should start printing.  Form feed from another paper tray. (see previous error for form feed instructions

Error Codes (SC### code displayed): These codes indicate a functional problem in the printer. When an SC code is displayed turn the printer off, count to 5 then turn the printer back on. If the SC code shows a second time, place a service call.

RC Gate Connection Error: This error is caused when there is a network interruption. If the printer is working ignore this error, it doesn’t affect the functioning of the printer and will soon go away. If the printer isn’t working properly, place a service call.

PM Call: This message occurs after the print counter reaches a predetermined number and stands for Preventative Maintenance. This doesn’t affect the machine but it does require attention to keep the machine working properly. Some printers do not ask for a PM they instead ask that a certain part be replaced such as “Replace Charger Unit”. In any of these cases place a service call.

Replace Cleaning Web: All Ricoh machines are self cleaning and some require those parts to be replaced at regular intervals. Place a service call if you see this message.

Waste Toner Bottle Full: This part needs to be emptied regularly. Place a service call when you see this message.

No Power or display on Printer: All Ricoh printers go into Energy Save Mode when unused for a long period of time. In energy save mode the display is turned off.  Check the green power button on the front panel. If this light is on, press it and the display will turn back on.  If the green button is off, check that the power switch on the front of the machine is on.  If the power switch is on, check that the power cord is plugged firmly into the outlet.

U-Print Errors Next we will cover some of the more common U-Print errors you may encounter.

Remember: If a user encounters a problem with U-Print that you are not sure about please have them fill out a feedback form at www.miami.edu/uprint. Invalid Username/Password  This error is usually caused by the user inputting their credentials wrong. Perform these checks before having them fill out a feedback form.  Have them log into MyUM to make sure their password doesn’t require updating.  Ask if they have any dashes or underscores in their password or username. These are hard to distinguish on the screen’s keyboard. Also ask about slash or backslash.  Make sure that the Caps key is on only when they need a capital letter and off the rest of the time.

ADID Errors  These errors are usually caused by someone using U-Print for the first time since fall semester started.  Have the user input their username and password manually rather then swiping their card. After they successfully login manually they can then swipe their card.  Have the user submit a feedback form if they can’t log in manually.

Timeout Errors These errors are usually caused by a disruption in the U-Print system. Please contact the U-Print help desk if you receive any of these errors more than once.

Jobs Not Showing This can happen for a number of reasons.  Color jobs will not show up on B/W printers. If the user selected LabColor as the printer and is trying to release their job from a B/W printer the job will not show up. Have them log in to a color printer or resubmit the job under LabBW.  The user entered the wrong credentials when they submitted the job. It sometimes takes a few seconds for a popup saying that you made a mistake and if you get up or log out to fast you may not see it. Have them resubmit the job.  Larger jobs or jobs printed from the internet take longer to show up in U-Print. Have them log out wait about 30 seconds then log back in, the jobs should be there. If not see the previous solutions.

Jobs Not Printing There are a number of reasons for this.  Check to see if the Data In light is on. If it is then either their job rather large or complex or another job may be stuck in the printer preventing further printing, refer to the Pharos Remote - Printed Jobs section for instructions on clearing a job. If the light is off then see the next solution.  Check to see if the printer is online. All printers should have a light on the panel that says online. If this light is off press the online button or escape button until it turns on. On copiers press the printer button on the left of the panel, the online button will be on the left of the copier’s screen.  If neither of these solutions works, do not turn off or reset any part of the machine. Place an out of order sign on the machine and place a service call.

Note: Please do not turn off or unplug any part or the machine or Omega unit if there is an error unless instructed to do so by Ricoh support. Please print out and hang an Out of Order sign on the Omega screen, a premade sign can be found at www.miami.edi/uprint. Turning off the machine or Omega may erase valuable log data and prevents us from checking the status of the problem remotely.

Contact List U-Print Help Desk: [email protected] U-Print Feedback: www.miami.edu/uprint Ricoh Service: M-F 8am-5pm 1-800-432-9787 www.ricohdirect.com Ricoh After hours: M-F after 5pm & Weekends 305-992-0236

What Do I Need When I Place a Service Call? U-Print Feedback: Printer # The user’s CaneID The user’s C-number The exact error message The time the error occurred The users contact information The circumstances of the error Ricoh Service:

The printer model and serial number

Note: To make placing service calls more efficient, all lab managers should set up an account at www.ricohdirect.com. When you create an account you can add all of your machines to it allowing service to be called with a few clicks. You will also receive e-mail conformation when a call is placed and when the job is completed.

Toner: For information on ordering toner for your U-Print printer, go to www.miami.edu/uprint and click on the “For Lab Managers” link. If your toner is on backorder and your machine runs out, e-mail U-Print Support at [email protected] for a backup cartridge. Please include the printer model, U-Print #, and what color it has run out of in the e-mail.

Escalation Procedure I: Equipment Error 1) User reports error to lab staff. 2) Lab staff attempts to rectify error using information in this manual. 3) Error cannot be rectified by lab staff? Lab staff informs lab manager of error, manager places service call. 4) Ricoh tech receives call and repairs machine. Tech informs manager of any delays in repairs.

II: U-Print Error (Individual User) 1) User reports error to lab staff. 2) Lab staff attempts to rectify error using information in this manual. 3) Error cannot be rectified by lab staff? Lab staff assists user in filling out a feedback form at www.miami.edu/uprint. 4) Feedback form is received by U-Print support staff. U-Print staff respond to the user and attempt to rectify error. (U-Print Staff: Joe Lorenzo, Gary Johnson, Lisandro Franky, Joseph Deras, Antione Burnam, & Michael Hutchins) 5) Error cannot be rectified by U-Print staff? Escalate to UM IT Staff. (UM IT Staff: Gonzalo Garriga, Judith Tanner, & Jose Abreu) 6) Error cannot be rectified by UM IT staff? UM IT staff will coordinate with U-Print staff, Ricoh support, & the user to gather logs and escalate to Pharos.

III: U-Print Error (All Users) 1) User reports error to lab staff. 2) Lab staff attempts to rectify error using information in this manual. 3) Error cannot be rectified by lab staff? Lab staff informs lab manager of error, manager places service call and fills out a feedback form at www.miami.edu/uprint. 4) Ricoh Techs and U-Print support staff receive call and coordinate to rectify error. 5) After error is rectified, logs are gathered and sent to Pharos (if U-Print error) or UM IT (if server error) to determine the cause of the error and prevent future occurrences.

Pharos Remote This section will cover how to use Pharos Remote. Pharos Remote is a tool that allows staff to manage the jobs printed via U-Print. Managers can reprint jobs, move a job to another printer, check the status of a job, clear problem jobs from a printer, or print jobs directly to a specific printer.

I: Logging into Pharos Remote 1) Open the Pharos remote on the lab computer by double-clicking the Pharos icon. The software will prompt you to type the Logon ID and Password. Each lab manager has been issued a Logon ID and Password specific to each lab.

2) The system will prompt you to select the server you want to work with. Select all 3 servers then click OK.

3) In the column on the left of the screen you will see Job Management, expand this list and you will see 2 more lists, Queued Jobs & Printed Jobs. Queued Jobs are the jobs that have not yet been released or charged. These jobs will be on the Queue for up to 6 hours. Printed Jobs are the jobs that have already been released at a printer and charged to the user. These jobs are kept in the system for up to 1 hour.

The queued and printed job lists are where all of the printing options you will be using are located. The other lists in the left column are mostly used for diagnostic and support functions and are not used by lab managers or staff.

II: Queued Jobs As discussed earlier, the queued jobs list contains jobs that have yet to be released from a printer and are held for 6 hours or until they are released. None of the jobs in this list have been charged to the user. In this section we will show you how to navigate the list and the functions available to you.

1) At the top of the list are the columns that give you information about each job. The default columns are:  User: The CaneID of the person that sent the job.  Job Name: The name given by the user when the job was sent.  Queue: The queue the job was sent to based on the drivers installed.  Server: The server that the computer sends the job to.  Job Status: Not used in Queued Jobs.  Job Arrival Time: The time the job was sent. These columns can be sorted in ascending or descending order by

clicking on the column name. You can also remove columns by right clicking on the column bar and selecting “Select Columns”. 2) On the right hand side of the screen are the functions that are used to manage the jobs in this list. Some of these functions require you to enter the user’s password. These functions can also be accessed by right clicking on one of the jobs.  Delete: Deletes the job from the queue  Print Job: Allows you to release the job to an available printer.  Change Queue: Allows you to move the job to another server.  Show/Remove Filter: Opens/Closes Filter Bar.  View: Changes what is shown on the screen.  Refresh: Refreshes the list.  Help: Opens the Help Menu 3) To print a job from the queued jobs list, click on the job you want to print then click Print Job. A window will open with a list of all the printers on the server the job was printed to.

Select the printer you would like to print to, have the user type in their password then click OK. The job will print out of the selected print and will be moved into the Printed Jobs list. If the printer you want to send the job to is not in the list, you will first have to move the job to a queue on the same server as the printer. You can refer to the driver page at www.miami.edu/uprint to see what server your lab printers are

on. 4) To change the server the job is on, click on the job you want to move then click Change Queue. A window will open with all the queues on each server. You can select a different server from a pull down menu near the top.

Select a server then select a queue to move the job to. Have the user enter their password then click OK. 5) To add a filter, click on Show Filter. A blank bar will appear below the Column Bar. Click in this bar below the column you want to filter and you can type in any filter criteria you want. This is very useful when trying to find the job of a specific user. You can also click on the small drop down menu next to the column name and choosing a filter.

III: Printed Jobs The Printed Jobs list contains jobs that have been released by the user. Once a job is released it will remain in this list for 1 hour. All of the jobs in this list have already been charged to the user’s account. Any job that is printed from this list will not charge the user again. Since the jobs have already been charged you will not be prompted to enter the user’s password like you were in the Queued Jobs list. The layout is very similar to the Queued Jobs list with a few differences.  The Job Status column will give information on the job.  Move to Printer has replaced Change Queue.  Reprint has replaced Print Job.  The Printer column has replaced the Server column. 1) To reprint a job to the same printer it was released from simply click on the job then click reprint. 2) To reprint a job on different printer, click on the job then click Move to Printer. A window similar to the one from the Print Job function will appear. Select the printer you want to release the job to and click OK.

3) If jobs are not printing when they are released and the data in light is on or blinking there may be a job stuck in the printer. Follow these instructions for clearing the job.  Filter the Printer column with the printer that is stuck.  Sort the Job Status column. There should be one job that says “printing” and one or more jobs that have nothing in the column.  Select the job that says “printing” and delete it with the Delete function.  Turn the printer off, count to 5, turn the printer on. If everything worked correctly the jobs that were released after the stuck job should begin printing. If not, place a service call.