Printing Support FAQs and Troubleshooting for CU Print: Troubleshooting

Web Print / double-sided printing:

Web Print duplex printing to CU Print MFPs is possible. The Web Print online interface has no configuration options, but on MFP control panel screens, when releasing a print job, there are options for grayscale and duplex printing (bottom of screen in photo).

Web Print duplex jobs can only be released to CU Print MFPs On regular CU Print (i.e. B&W) printer control panels, there is no duplex option, so jobs will only print single-sided.

Recently at Mann, they had a slew of people trying to print and basically getting the "printed" status in their dashboard, but the jobs did not print... they noticed it was mostly or all macs, then I asked CIT to look into it. CIT's response:

In the past, the netid worked, but more and more we are seeing that it does not always work, so we have been instructing users to type their full email. I will update our instructions to specify that as they are not clear. 

Please recommend to Mac users to use their full Cornell email address when logging into CU Print!

For issues outside of your expertise, please refer patrons to CIT for help.   For install and printing issues that arise Monday through Friday from 9 am to 5 pm, patrons can schedule a Microsoft Teams appointment with CIT from this link: https://tinyurl.com/CUPrintHelp.   Patrons will need to authenticate with Cornell credentials.  

Newer Issues/Solutions: 

• Trouble printing from Olin printer desktops - jobs not going through/not showing in queue
  • When the patron hits print, there should be a CUPrint/Papercut popup that asks them to login - if this pop up does not appear the job will not go through and it won't show up in the queue. The popup is not connected to CUPrint in the browser, if a patron is already logged in in the browser they still will be required to login via the popup. If the popup doesn't appear try restarting the computer.
  • Try downloading the document and printing from the desktop. PDFs will open in adobe, which will ask for a personal login but if you are quick you can open the print option before the login popup and it should work. Adobe default is one sided printing so be sure to check the two sided option.
  • Try a different browser to print from. Printing from Chrome, especially can cause issues.
• Print Job is Denied (in the "Recent Print Jobs" section of CUPrint account)
  • CIT has placed a time block on duplicate print jobs, so if they just tried to print the same document again it will not work. Rename the document and try again.
• Software installed but nothing is printing
  • Restart the computer after installing the software. 
  • Macs may have an outdated OS. Patron may need to update their computer. 
• Print jobs on Macs continually loading ("accepting")  
  • Has the patron restarted the computer after installing the software? 
  • Are they on EduRoam Wifi? Printing will not work with Red Rover. 
  • Is their computer up to date? May be using outdated OS and will need to update their computer.