The print job doesn't show up at the release station when patrons swipe their card because they didn't enter their correct Net ID in the Pharos popup window at the computer.
SOLUTION: Tell the user to resend the job with the correct Net ID. Students will sometimes enter their student numbers in the popup window or mistype their Net IDs. Remember you can always check Pharos Remote to see what ID they used if they're confused or insist they entered their ID correctly.
If a user has actually entered the correct Net ID and still isn't able to pull up the job at a release station, contact Robert to confirm the user is in the Pharos database.
The print job doesn't show up at the release station because the user swiped someone else's card.
SOLUTION: Tell the users to either use their own card or to resend the job with the Net ID of the other card owner. Students will sometimes enter their student numbers in the popup window but then try to log into 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 patrons to add cash at the EmoryCard deposit machine. If they don't have cash, their options are to...
load money online with a credit/debit card or 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 the Woodruff Library Service Desk with a check (it costs $6 for a card with $5 loaded on it; checks must be made payable to Emory University)
visit one of the ATMs at the DUC to get cash to load money
print their jobs at Document Services, which accepts credit cards and debit cards as well as cash, EmoryCards, and checks.
The job doesn't print because it causes an error at the printer.
SOLUTION: Delete the job at the printer, and (if necessary) restart the printer. DO NOT REPRINT THE ORIGINAL JOB TO ANOTHER PRINTER WITH PHAROS REMOTE. It will most likely put the next printer in an error state, too. Instead, have the student either create a new file from the old one (save as... or export as... ) Have the student re-send this new 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.
If you cannot restore the printer, report the issue via "Report Learning Commons Problems" tab on the left. Put an Out of Order sign on the printer.
Remember...
If the job appears in the Queued Jobs queue, the patron was not charged for it. Do NOT print these jobs for patrons.
If the job appears in the Printed Jobs queue, we assume that the patron have been charged. You can re-print those jobs that either printed badly (smeared, etc.) or never printed at all.