Troubleshooting

I’ve swiped my card, but nothing happens – what’s wrong?

The devices can all be accessed either via the card-swipe, or by pressing the Alternate Login or Keyboard Access button (depending on the model) on the touch-screen. If the card-swipe is working when you arrive at the device, the solid red LED light will be showing. As you swipe your card, it will flash green; and finally it will be solid green as your login is successfully authenticated.

If this sequence doesn’t happen, and the touch-screen doesn’t change as you swipe, then there may be a problem with the swipe-reader. Try using the Alternative Login button before you log a call, as the Helpdesk staff will ask you if you tried the alternative method. If you’re able to log in successfully using the keyboard, then the MFD is working but the swipe-reader or its connection to the accounting system is likely to be at fault.  In some cases the problem may even be your Unicard.  In these circumstances, a call needs to be logged for investigation. 

I can swipe my card, but I get a message saying Access Denied, Contact Administrator.

This usually happens because there is a mismatch between the card number on the card you swiped, and the card number on the database held by the device. There is a direct feed from the University’s card database into the managed Print Service, but there have been instances where the card number being passed through is not current, or not present. If this happens, you’ll need to log a call to get your account updated, quoting your existing swipe card number and your University IT account login. However, if you know you have a current University IT login, you should still be able to log in to the device using the Alternative Login button on the touch-screen until the account is updated (normally four hours after the call reaches Print and Copy Services). If you can’t do this either, then log the call, but tell the operator that you have tried both methods.

I’ve sent some A4 jobs to print, but they don’t appear in the Follow-You print queue on the device.

The most common reason for this is that there has been a temporary interruption to the network, and the device has lost its connection to the print queues. You can manually reconnect it by pressing the Server button (bottom right of the FollowYou print screen where your jobs are listed), highlighting the item at the bottom of the list (either VMEQPS01 or 02), and pressing OK. When the screen refreshes, you should be able to see your print jobs.

I’ve selected a job to print, and it’s gone from the list, but it hasn’t printed – where is it?

Once you’ve highlighted a job and pressed Print, it has left the print server and is now stored on the device as it prints. To view jobs stored on the device you’re using, press the Job List button (middle button on the left of the touch-screen with a letter ‘i’ on a stack of paper), and the screen will list the jobs the device is printing. You can highlight a job in this list and opt to delete it if you wish; but the list will also show the status of the jobs, and whether they are being held up for any reason. A common reason for a held job is that the paper size of the document you’ve sent to print is not available on the device – for example, Legal size paper instead of A4. If this is the case, you can feed odd-size paper through the bypass tray on a one-off basis, or you can alter the settings for the tray currently in use. However, if the document you’ve tried to print has a completely non-standard page size – eg, 209x289mm – then there is no matching paper size possible, and the best course of action is to delete the document from the held job list, correct the page size of the original, and re-send it as an A4 or letter size.  PLEASE NOTE: If a print job is 'held' purely because the device is out of paper, it will print automatically once paper is restored.  If your document is sensitive and you are not intending to replenish paper-stock straight away, it's advisable to delete your job from the pending list in case it prints later whilst someone else is logged in.

I’ve selected a high-volume job to print, and I need to cancel it quickly – how do I do this?

Press the Job List button (middle button on the left of the touch-screen with a letter ‘i’ on a stack of paper), and the screen will list the jobs the device is printing.  Highlight your job and select Delete from the menu. You will be asked to confirm deletion. Note: If the job has already started printing, the device will continue to print what it has in its buffer, even after the job has been deleted. However, this should only be a few pages.

I sent a series of jobs to the queue, but I haven’t been in the office for a few days, and now they aren’t there when I try to retrieve them.

The staff print queues are monitored for traffic and any print jobs which are more than three days old are removed, simply to prevent the queues from becoming clogged with unprinted documents (some of which may have been sent in error anyway). If you have sent some documents which have subsequently been removed, and you’d like some help with establishing what they were so you can re-print, log a call asking for an Expired Print Job report, and give the Helpdesk operator your IT account login and the dates which you want the report to cover.

More support - the Xerox website hosts a great deal of useful information regarding the devices and their operation.