FAQ of CUHK-Shenzhen Self-Serve Printing System

Transcription

1 FAQ of CUHK-Shenzhen Self-Serve Printing System TABLE OF CONTENTS (1) How to get support when you have problems with printing?... 2 (2) What should you do if you bind the wrong account for the first time in WeChat?... 2 (3) Why does it alert that the installation failed after I install the driver?... 2 (4) Why does the printer in Windows turn gray and fail to print?... 2 (5) Why does my account show frozen amount? What is the frozen amount and how to release it?.. 3 (6) Why can t I visit the Cloud Print website sometimes?... 3 (7) What types and size of files does the Cloud Printing support?... 3 (8) How to set color in the print driver?... 3 (9) If the balance is less than the price of the uploaded job, will the job be submitted? Will the quota be frozen?... 4 (10) Why does the output of the PDF file show "Please wait", rather than its original content?... 4 (11) How to check the history of the print job?... 4 (12) How to check the pending print jobs?... 4 (13) How long will my scanned file be kept in the server?... 5 (14) How long will it be kept if I do not release my job?... 5 (15) How should we deal with the red error appears on a printer s panel?... 5 (16) How to deal with the situation that paper runs out when the job is processing?... 5 Information Technology Services Office, Hotline: isupport@cuhk.edu.cn 1 / 5

2 (1)How to get support when you have problems with printing? We advise you when you have problems with printing: 1. Regardless of whether or not it is within your capacity, you can self-troubleshooting, for example, adding paper, jamming out, closing the front cover or side cover of the printer. 2. Check the Internet connection of your computer. Whether the network connection is working and whether it is connected to the campus network. 3. Check out the following sections of this document for instructions and methods. 4. Seek for ITSO support if your problems are not solved through all above. Contact ITSO(DAOYUAN 325) Telephone 丨 丨 Online Helpdesk 丨 (2)What should you do if you bind the wrong account for the first time in WeChat? Enter the WeChat Official account named isupport. Click on 文印服务 -> 用户中心 on the bottom right. You can rebind your account after clicking on the button Change Binding. (3)Why does it alert that the installation failed after I install the driver? The most common reason is the obstruction incurred by antivirus software (Tencent PC Manager, 360 security, etc.) in the installation process. The solutions are as follows. 1. Make sure that the Windows account currently logged-in has Administrator permission. 2. Make sure to run the installation package as administrator, instead of double-click. 3. Disable antivirus software before installation. You can restart your computer if it still fails. (4)Why does the printer in Windows turn gray and fail to print? The printer turns gray and fail to print because of antivirus software such as 360 security. It deletes the printer port as startup mistakenly. Recovering method: click SysPrint-management platform for Information Technology Services Office, Hotline: isupport@cuhk.edu.cn 2 / 5

3 cloud printing->printer client, and click on Antivirus mistakenly deleted repair to run. Follow the wizard to complete the process. (5)Why does my account show frozen amount? What is the frozen amount and how to release it? The occurrence of the frozen amount is due to the jobs submitted but not printed out yet. Jobs in the queue yet not printed will produce frozen amount. There are following methods to release it. 1. You need to go to the printer end, log in to the printer, and print out your job. 2. Delete your print job. (Visit Cloud Print website using any web browser and click on My Job List to delete jobs. Another method is to log in to the printer to delete jobs in the job list.) 3. You do not have to do anything. The system will delete the unprinted job automatically after 48 hours. (6)Why can t I visit the Cloud Print website sometimes? The Cloud Print website visit is limited to campus network only. The following are possible reasons. 1. The network to which your computer is connected is not the campus network. 2. The DNS is connected to the public network which is not distributed by our university. 3. VPN is connected. (7)What types and size of files does the Cloud Printing support? Supported formats: WORD (doc, docx), EXCEL (xls, xlsx), PPT(ppt, pptx), PDF, JPG, PNG. The maximum size limit of the file is 10M. (8)How to set color in the print driver? The default setting of the printer driver is Mono currently. Windows and MacOS share the same default settings. You can set the printing preferences if you need to output color. Information Technology Services Office, Hotline: isupport@cuhk.edu.cn 3 / 5

4 (9)If the balance is less than the price of the uploaded job, will the job be submitted? Will the quota be frozen? Will not. At this point, you can see the pop-up message of insufficient balance, the job will not be submitted, and the quota will not be frozen. (10)Why does the output of the PDF file show "Please wait", rather than its original content? This rarely happens. The reason is that the PDF is uploaded with an electronic signature or FORM, the Cloud Print is not compatible with this PDF format. The solution is to use Adobe reader to open your file and print it using the driver, not to upload it to the Cloud Print. (11)How to check the history of the print job? Browser access: The browser needs to support the Flash Player plug-in. Log in to the system management with the AD account and password, and click on My panel->my history, then you can check your own historical jobs. (12)How to check the pending print jobs? Information Technology Services Office, Hotline: / 5

5 There are three methods: 1. Browser access: The browser needs to support the Flash Player plug-in. Log in to the system management with the AD account and password, and click on My panel->my Queue 2. Log in to the printer panel and view it on the panel. 3. Access Self-service Cloud Printing with web browser. Once you have logged in, click on "My Task List". (13)How long will my scanned file be kept in the server? Scanned attachments will be saved 168 hours, and overtime attachments are deleted automatically. (14)How long will it be kept if I do not release my job? 48 hours. After submitting the job, please reach a printer with your card in time to complete this job, otherwise it will be canceled by the system automatically. (15)How should we deal with the red error appears on a printer s panel? When the printer doesn t work, the malfunction information and easy solutions are displayed on the panel.. You may see the following two kinds of malfunction screen. In the event of a failure, we recommend that you read the message first: 1. Within your capacity, follow the "error" tips to fix some common problems, such as closing the front cover or side cover, adding paper, clear out the jammed paper. 2. If you can not fix it, inform the IT support by telephone, WeChat, or Follow the tips to the nearest functional printer to complete your print job. (16)How to deal with the situation that paper runs out when the job is processing? If you are in the library, please contact the staff to add paper; if somewhere else, please add paper by yourself. Information Technology Services Office, Hotline: isupport@cuhk.edu.cn 5 / 5