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COPYING ISSUES

1) User swipes card and is unable to get in

a. Is there any message?

i. “Device Could Not Contact EDI Server”

1. Pharos Print Server Service needs to be restarted -


Contact Info Sys immediately

NOTE: This means that no copiers on campus are working

ii. Screen freezes on “Please Wait”

1. Full Printer Restart

a. Hold down ON/OFF button until message indicates


the machine is shutting down

b. Screen should display “Turn Off Switch On Side”

i. Turn off and on

c. If screen sits on “Shutting Down”, press the “Force


Off” button on screen

i. Turn off and on when prompted

iii. “User is locked on TERMINALXXXXX”

1. Wait 5 minutes and try again

2. Full Restart of device the messages indicates that the user


is locked ON, not the device that the user is trying to use

3. This functionality is supposed to improve with the next


release due out shortly

iv. “Error Reading the Requested Track. Track Content is Empty”

1. Swipe again, possibly more slowly or in a different


direction

v. “Username or Card ID does not exist”

1. Report issue to Info Sys

b. There is no message
i. Try a Full Restart of the device

ii. Is Card Reader lit green?

1. No

a. Is reader plugged in?

b. Most likely a bad reader, call Info Sys

2. Yes

a. Does Card Reader Blink when swiping a card?

i. No

1. Most likely a bad reader, call Info Sys

ii. Yes

1. Try another card

2. Try another full restart

3. Contact Info Sys


2) User Swipes Card and Gets in but has no cost center

a. What screen does the user first see when logging in?

i. Option to charge between Personal Funds or Cost Centers

1. They should see a Cost Center listed if they press the Cost
Center button

2. If it is the wrong Cost Center displaying, then Louise


Janutolo in Auxiliary Services should be informed
(ljanutol@fgcu.edu)

3. If possible, provide the UIN, Name, Cost Center Displaying


and Cost Center Desired

ii. Account Balance Screen Displays

1. User clicks OK

a. User is prompted with Copy tab

i. This means that the user has Personal Funds


(i.e. money on their Blackboard card), but
does not have a Cost Center

ii. A formal request to have the user added


must be made by the person responsible for
the department’s cost center list to Louise
Janutolo in Auxiliary Services
(ljanutol@fgcu.edu)

b. “Insufficient Funds” error

i. This means that the user does not have any


money on their Blackboard card or access to
a Cost Center

ii. A formal request to have the user added


must be made by the person responsible for
the department’s cost center list to Louise
Janutolo in Auxiliary Services
(ljanutol@fgcu.edu)

3) Copier displays “License Max” error

a. Wait a couple moments and the message should go away


b. If it does not go away on its own, try a pressing the ON/OFF button to
put the printer to sleep and then turn it on

c. If that does not work, try a full restart of the device

4) Copier displays a “Waiting For Pharos Network” message

a. Completely power down the device

b. Unplug the Card Reader

c. Restart the device with the Card Reader unplugged

d. If the device connects to the Pharos Network

i. Plug in the Reader

ii. Wait for the screen to change to “Swipe Card”

iii. If the screen does not change on its own, touch the box on the
screen or press the ON/OFF button on the device

e. If the device still does not connect to the Pharos Network with the Card
Reader unplugged, contact Info Sys

5) Copier gives message concerning the Bypass Tray or A4 Paper when the user
goes to make a copy

a. The Printer is defaulting to the last person’s choice. Press on the Paper
Select button and choose Auto Select or Letter Tray 1

b. If the copier continues to default to one of these settings each time a


copy is made, restart the device
PRINTING ISSUES
1) Pop-Up is grayed out or displays “Request FINDUSERCODE failed” error
a. Pharos Print Server Service needs to be restarted - Contact Info Sys
immediately

NOTE: This means that no copiers on campus are working

2) Installing the Print Driver halts and indicates that there was an error
a. Review the last entries in the log
b. If there is an error indicating “Insufficient Privileges”, an Administrator
will need to install the software (This is common when Secure PC has
been installed)
c. For all other errors, try installing the client again
d. If the installation still does not work, contact Info Sys
3) The Print Pop-Up displays, but no Cost Centers are displayed
a. Type a % symbol in the search box and search for it
i. User’s Cost Centers display correctly
1. User can select and print
ii. No Cost Centers Display
1. Is the user logged in with a Guest Account?
a. Guest Accounts cannot print to copiers at this time
2. Is the user logged in with their own account?
a. This means that the user does not have access to
any cost centers
b. A formal request to have the user added must be
made by the person responsible for the
department’s cost center list to Louise Janutolo in
Auxiliary Services (ljanutol@fgcu.edu)

iii. Incorrect Cost Centers display


1. If it is the wrong Cost Center displaying, then Louise
Janutolo in Auxiliary Services should be informed
(ljanutol@fgcu.edu)

2. If possible, provide the UIN, Name, Cost Center Displaying


and Cost Center Desired

4) Printer Pop-Up does not display


a. Pop-Up flashes by quickly

i. Does the user know how many Cost Centers that they should
have access to?

ii. If it is one

1. This is common behavior if the user only has one cost


center

2. The one cost center is chosen by default everytime

iii. If it is multiple

1. The user must not be entered into all of the Cost Centers

2. A formal request to have the user added must be made


by the person responsible for the department’s cost
center list to Louise Janutolo in Auxiliary Services
(ljanutol@fgcu.edu)

b. Pop-Up does not display at all

i. Try re-installing the Driver

ii. If that does not work, contact Info Sys

5) All pop-ups seem to go fine, but Print Does Not Come Out at Printer

a. Verify that it is the correct Copier being printed to

i. If not, install the correct driver

ii. If it is, most likely the IP of the device was not saved and has
changed. Contact Info Sys