Most Common Issues:
The print job doesn't show up at the release station because the patron entered the wrong ID at the computer.
SOLUTION: Tell the patron to enter their Emory Net ID in the print popup window at the computer.
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...
See "To Load Money Online" on the EmoryCard page.
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)
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:
Delete the job from the printer using the printer's own menu. If necessary, also restart the printer.
Instruct the user to create a new file from the old file by using the "Save As" feature in Acrobat or the "Export As" feature in Preview. The user can then send this new file, and you can print the NEW FILE for them from the Pharos Remote QUEUED JOBS queue.
A few notes to help you navigate Pharos Remote:
In place of Refresh, we use Find Jobs to load the most recent set of jobs.
In general, under Job Status in the Printed Jobs queue...
PageCounted. Released. Recorded. Held = Job printed successfully + patron charged. No further action needed (EXCEPT in the case of aborted jobs--check the System-->Alerts page to confirm and then reprint the job if needed).
PageCounted. Held = Job did not print successfully (printer offline) + patron charged. Action needed: reprint the job to another printer
Note: Pharos performs "Online State Checks" whenever a job is released, which should prevent any release at printers that are offline or have a service error. BE AWARE: Pharos will NOT stop a job from being released if the printer is just in need of paper or toner or has a paper jam. Instead, the printer will hold the job in its memory until the issue has been addressed, and then proceed with the printing. Please do NOT reprint jobs held up because of paper/toner/jam issues. Just fix the issue.
FYI: The statuses mean:
PageCounted = spooled (sent to printer queue)
Released = money taken card and job released to printer for printing
Recorded = print complete
Held = job archived (all held jobs have been charged to the patrons, whether they were Release & Recorded or not)
New! Alerts -- shows you when and where a problem occurred, the error code, and the message (explanation of the problem).
BEFORE PRINTING A JOB FOR A PATRON, GET THE FACTS.
In Pharos Remote, first locate the job in either the Queued Jobs or the Printed Jobs queue. Remember: Queued Jobs = patron NOT charged; Printed Jobs = patron charged. Print jobs only for patrons who were charged but whose jobs did not print.
DO NOT print jobs for patrons unless it is the case that our equipment has failed in some definite way and we honestly owe them a re-printing. If you do think we should make an exception for someone, please check in with the desk supervisor. As good general practice, anytime you make an exception, let the person know what the actual policy is so they understand you are doing a favor and not something that will be repeated. Even if it's only a page or two, free printing sets an expectation that puts your colleagues in a difficult position when they uphold our policies.