Printer/Copier Troubleshooting FAQ

Issue: When scanning their NEOMED badge, an employee receives "Unknown card. Do you wish to associate this card with your user account?" 

• If you received a new badge (via replacement or as new employee), make sure you paired your badge: Badge Pairing - for Konica Minolta and PaperCut
• Confirm you are able to log in to the printer with your NEOMED username (portion before the @ sign in email) and password.
• If you still encounter issues after this, please submit a Service Request (see "Related Services" on the right-side of this page).
  • For IT Personnel: Confirm the user is in PaperCut: PaperCut Administrator Site - IT/Accounting. If they are not, confirm their role; all faculty/staff and students should automatically feed into PaperCut via Banner- Active Directory - PaperCut Integration. If they have a special role, an override may need to be requested.

Issue: User receives "Login Failed, Please Try Again" at printer.

• This usually means the user is using an incorrect username (portion before the @ sign in email) and password. Please try re-entering your username and password. 
  • Note: Scanning your badge should always work if your badge is properly paired, so although you can enter your username/password to log in at the machine, you shouldn't need to do this. More information on badge pairing can be found here: Badge Pairing - for Konica Minolta and PaperCut
• If you still encounter issues after this, please submit a Service Request (see "Related Services" on the right-side of this page).

Issue: Employee receiving "Insufficient Funds" Message

• Contact Accounting & Budget. Your account may be improperly identified as a student within PaperCut.

Issue: Sending a Document to the Printer and It Does Not Print

• Try restarting your computer.
• Did you select the correct Printer?
• Are you using Follow-You Printing? If so, you will need to swipe your NEOMED badge or login to the printer to release your print job.
• If you are a user that requires print charges to a different index, please make sure the PaperCut client is running on that device.
• Check the Printer queue (printer icon in the bottom-right taskbar in Windows) to see if your print job is held or errored out.
• If you still encounter issues after this, please submit a Service Request (see "Related Services" on the right-side of this page). 
  • For IT Personnel: Confirm that they are in PaperCut and their account is enabled: PaperCut Administrator Site - IT/Accounting. 
    • Note: If they are a new employee, confirm their start date as their account may not have been fed into PaperCut via the automated feed.

Issue: Employee is setup with PaperCut client to specify different billing index(es) for printing and Employee is not getting the PaperCut pop-up

• Confirm that the PaperCut client is installed and running on the device.
• If you still encounter issues after this, please submit a Service Request (see "Related Services" on the right-side of this page). 
  • For IT Personnel: Confirm that they are enabled for print account selection: PaperCut Administrator Site - IT/Accounting.

Issue: Mac User Getting "Hold for Authentication" Message

Usually this is tied to a user changing their NEOMED password recently. Try the following:

• Open the print queue on your Mac using one of the following methods:
  • Select the printer icon in your Dock when a job is printing.
  • Go to System Settings > Printers & Scanners, and select Open Print Queue next to your printer.
• Find the print job showing Hold for Authentication.
• Select the circular refresh button (see below) next to the held job. A username and password prompt is displayed.
• Type your NEOMED username (portion before the @ in email) and NEOMED password.
  • Important: Do not type your Mac login password.

If you still encounter issues after this, please submit a Service Request (see "Related Services" on the right-side of this page).