These are general instructions that may be needed in multiple troubleshooting situations listed below.
Look at the right side of the printer. The side of one of the front panels will have a cutaway where you can see the word "POWER" and an orange arrow. Use this cutaway like a handle to flip the panel down and open. Locate the on/off switch, which should be on the left side of the front of the printer in the area revealed by the panel, and indicated by an orange box. Flip the switch to turn the printer off and on. Raise the panel back up and press to lock it back in place.
If the error message has any instructions, try to follow them to clear the error. If not, or if you follow the instructions and they do not work, try turning the printer off and on again (see instructions above). If this still does not clear the error message, take a picture of the message or write down what it says, turn the printer off (instructions above), place an Out of Order sign on the printer (available in the left-most gray file cabinet under Brandon's desk), and submit a ticket to IT with the picture or text of the message: https://helpdesk.onu.edu/
Follow the animated instructions on the printer screen in order to clear the jammed paper. If, when you clear the paper and close the drawers/doors you have opened, the jam message still shows on the screen, this means there is still paper stuck somewhere in the printer. Open the indicated doors again and look carefully for other pieces of paper; sometimes they can be difficult to see if they are folded up tightly or wrapped around a roller. Once the jam is clear, the jam message will disappear from the screen and the screen will automatically go back to the login view. If you cannot clear the jam, turn the printer off (instructions above), place an Out of Order sign on the printer (available in the left-most gray file cabinet under Brandon's desk), and submit a ticket to IT: https://helpdesk.onu.edu/
The printers may occasionally print documents incorrectly or poorly, such as by printing a black line across every page. Any problems like this will need to be submitted directly to IT. Turn the printer off (instructions above), place an Out of Order sign on the printer (available in the left-most gray file cabinet under Brandon's desk), and submit a ticket to IT with a description of the problem: https://helpdesk.onu.edu/
In order to be able to access the printers just by swiping their card, the first time a patron prints to a swipe-access printer, they need to link their ID card to their ONU account. They do this by first swiping their card and then logging in on the printer screen with their ONU username and password. Once they log in their print job will appear and they can release it. After this initial time, they only need to swipe their card to access the printer.
For any other errors or strange printer behavior not specifically described above, turn the printer off and on again (instructions above). If this does not resolve the problem, turn the printer off, place an Out of Order sign on the printer (available in the left-most gray file cabinet under Brandon's desk), and submit a ticket to IT with a description of the problem: https://helpdesk.onu.edu/
If a student says that a document did not print correctly (e.g. part of the page was cut off or similar), check to see how they printed the document from the computer. Sometimes if students try to print a file directly from their browser it will not print correctly. They need to download it and print it directly from the relevant program (Word, PowerPoint, Adobe PDF reader, etc.).
We only issue refunds in cases where the printer caused an error, like a paper jam, printing black lines on the print job, or similar. We do not give refunds for errors that the patron made, like printing in black and white instead of color or printing incorrect pages.
The Controller's Office issues the actual refund. If a patron requests a refund, and the refund is for valid reasons, fill out a Printing Refund Form. This is a quarter-page sheet, and there should be stack of them in the area between Rod and Brandon's desks. Instruct the patron to take the form to the Controller's Office for their refund.