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Covid Troubleshooting: Job didn't print

Safety Precautions

While physical distancing is in effect, staff will troubleshoot issues over the phone or while behind the acrylic screen at the Service Counter.

If the information on this page doesn't help you resolve the issue, report the issue here.  Note: Do not use Internet Explorer to access the form.

My Job didn't print

 

Ask Action/Response
Did you send the job to Print, & release the job? Confirm that they know how to Print including how to release a print job.
Did the user logon the workstation or was the station already logged on?

The Workstation login and MFD login must both match. Check that the workstation logon matches the user.

  1. Click the start button, In the bottom left corner.

  2. Hover your mouse over the  button.

    The name of the user will display above this button.

  3. If the logon doesn't match the user, have them save their work to a USB stick or email it to themself. Log off and logon and resend the job to print.
Do you have $ on your KPU card?
  1. Have them Check balance and load $ on KPU and if necessary, load money.
  2. Try releasing the print job again.
Is there an error message - Job denied on the computer screen?
  1. This message appears in the bottom right of the computer screen and on the papercut queue if a paper size is selected that we don't have. At the MFD the job won't show up on the print queue and moneys are not charged.
  2. Have the user choose a paper size we offer and resend job.
Ask if they are printing an attachment in an email.

Some email applications such as Outlook require that you download the attachment before printing. 

  1. Ask the user to download the attachment then send to print.
Is it possible the printers are not installed?

Check  Printers not showing up

Still having problems? Ask user to call IT 604-599-2116