Troubleshooting

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Paper jam! What do I do?

Please see SU Managed Printing - Clear Paper Jams.

My job stops part way through printing on a Sharp device.

It may be that the output tray has been maxed out with paper.  Remove the pages printed so far and the job should resume.

Also consider the capacity of the output tray on Sharp devices listed under "What is the capacity of the output tray on Sharp Devices?" at the Paper FAQ page.

I'm unable to see the PaperCut pop-up or SU Print-Queue.

Try restarting your workstation. If the issue persists, please contact the Help Desk.

Where are my student print funds?

Only registered and matriculated students receive print funds. Students can be at the graduate or undergraduate level. Non-matriculated students do not receive print funds. See more:

Note: The Law School does not participate in MPS and law students do not receive funds nor access to MPS printers. Law students may use the resources available in Sullivan Hall. 

Print balances are allotted on the Friday before classes begin for FQ, WQ, SQ and RQ. If you have not received the funds, it may be because your registration was not completed before these dates. Please submit a Help Desk request to have your funds added.

It is also possible that you have spent your print allotment. To review your usage, please visit https://mpsweb.seattleu.edu by clicking on the "Recent Print Jobs" menu option. You can also view when your print allotment was granted by clicking "Transaction History." In both cases, it may be necessary to remove the filter as it defaults to the past two weeks. 

Nothing happened when I tried to release my prints at a Sharp multifunction device (copy machine).

If you saw your prints on the screen, selected "print" and your print job was lost, this was likely a spooling error. Please submit a Help Desk request to have the spooling error cleared from the original device. Note: You will not be charged for the prints but you will have to resubmit the jobs and release them at another printer.  

If you swiped your card and did not find any prints waiting for release, it may be that you did not complete the submission. Return to your computer and try again, making sure to select the proper print account from the "Print Job Notification" pop-up window. If the problem persists, please contact the Help Desk at helpdesk@seattleu.edu or 206-296-5571.

I am an alumna/alumnus and cannot print.

Unfortunately, students do not retain access to the university print system after graduation. However, prepaid guest printing cards are available for purchase at SUperCopy. Guest cards come pre-loaded with $5 and can be reloaded, though balances are non-refundable.

I received an "insufficient funds" error.

The "insufficient funds" message occurs when one prints to a personal account which contains no funds. For example, a staff member may see this message if they accidentally select their personal account when they wanted to charge an activity. 

The print dialogue will automatically default to the personal account with each log in session and unfortunately this feature cannot be changed so it is necessary to get in the habit of double checking every time. During a log in session, the dialogue will remember the last choice but this will reset as soon as the user logs out of their workstation. 

When a personal account is selected, a shared account (like Admissions, for example) may be visible in the shared account selection box but it will be grayed out. It is not until one selects the shared account option that the drop down menu becomes available for selecting another account. 

I received an "invalid card number" error.

It is possible that your card issue number is out of sync with our system. The card issue number prevents a lost or stolen card from being used fraudulently. If you lost your card in the past and have since found it, you may be using the old card and will need to switch to your newest card. If you received a new card today, it will not allow you to print until tomorrow, when our systems and the card have synced.

It is also possible that your account has not synced to MPS if you are new to the university or there was a recent change to your status (e.g. gap in education or employment). If this is the case, please wait three days after receiving your ID number or registering for classes to give the system a chance to update. 

If you still receive this error, please contact the Help Desk at helpdesk@seattleu.edu or 206-296-5571 or visit SuperCopy to have the card tested. 

Note: The Law School does not participate in MPS and law students do not receive funds nor access to MPS printers. Please use the resources available at Sullivan Hall.

Can I get a refund if my document failed to print?

Yes, our MPS system automatically refunds any failed prints. To view your account balance, visit MPS Print Refunds.

Note: Please wait 15 minutes before checking your balance as it may take some time before the system adjusts the charges.

I'm using a Mac, and I received a "can't print" error. How do I fix this?

Your Mac likely needs a keychain password reset. Press the refresh button next to the stalled print job and authenticate in the login fields provided. If you've changed your SU password recently and your Mac is having trouble printing, reset your Mac keychain password.

 

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