If a patron has trouble printing, INVESTIGATE first. Do NOT just print jobs for free. The most common issues are:
The print job doesn't show up at the release station because the patron swiped his EmoryCard first (instead of entering his ID first).
SOLUTION: Tell the patron to enter his ID before swiping his EmoryCard.
The print job doesn't show up at the release station because the patron entered the wrong ID.
SOLUTION: Tell the patron to enter the same ID he entered in the print popup window. Students will sometimes enter their student numbers in the popup window but then try to log in to the release station with their Net IDs (and vice versa). You can always check Pharos Remote to see what ID they need to use.
The job doesn't print because there are no Eagle dollars on the card.
SOLUTION: Tell the students to add cash at the EmoryCard machine.
If they don't have cash, their options are to...
load money online as an electronic transfer from a checking account (they must know their bank routing number and account number)
purchase a pre-loaded copy card from us with a check (it costs $6 for a card with $5 loaded on it, checks made payable to Emory University)
visit one of the ATMs at the DUC
print their jobs at Document Services, which accepts credit cards and debit cards as well as cash, EmoryCards, and checks.
Students think their school gave them printing money, but their balance is zero.
SOLUTION: Make sure they're using the right printers. Business school students are often given a printing allotment, but that money should already be loaded onto their accounts (we have nothing to do with that), and they must use either Orange (the printer in the Business Library). If there's no money or if they want to use any other printer or BizHub, they must add money to their cards themselves.
The job doesn't print because it causes an error at the printer.
SOLUTION: Report the problem to the L1 dsk and power down the printer and put an Out of Order sign on it. DO NOT REPRINT THE JOB TO ANOTHER PRINTER. It will most likely kill the next printer, too. Instead, have the student re-open the job in whatever application it wasn't originally opened (If first opened in Adobe, re-open it in Preview; if first opened in Preview, open it in Adobe). Have the student re-send the job, breaking it up into smaller batches if it's a multi-page PDF. Print the newly sent job(s) from the Queued Jobs queue for the patron.
Remember...
If the job appears in the Queued Jobs queue, the patron was not charged for it. Do NOT print these jobs for patrons unless they are re-sending a killer PDF from the new application or they are re-sending specific pages that were smeared or blurred by our equipment in the first printing.
If the job appears in the Printed Jobs queue, the patron was charged. Re-print these jobs only if the entire job printed badly (smeared, etc.) or never printed at all.
Try to keep calm and carry on. :-)