Ask the student to confirm the size of paper they have chosen, if they say A4 this could be why the print job didn't print.
When a document has A4 chosen as the paper size, Papercut recognizes that this is a paper size we don't have, automatically denies the print job and does not charge the patron.
The closest paper size we offer to A4 is Letter. The student will have to change the paper size on their document and print again.
Note: Formatting might be changed when the paper size is changed. The patron may want to test by printing a single page before printing a full document.