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Troubleshooting Card Swipe Printing Problems

Q. I am getting an error stating that I need to install a printer. What should I do?

The kiosks are configured to check for a printer after every reboot. If you get an error stating that there is no printer installed, do the following:
  1. Go to Start-->Programs
  2. Click the "Reinstall Printer" icon
The printer should now be available. If the printer does not install properly after going through the above steps, restart the machine. If the problem persists, report this to a staff member and move to a different machine.

Q. My file is not appearing in the print queue?

Make sure you are using a public machine. Cluster machines or machines labeled as "Stanford Only" print using a different system. Try sending your print job once more. Make a note of the name of the machine you are using. All kiosks should have a label on the monitor which displays the name of the machine. The machine name will appear in the print server queue after sending print job.

If problem persists, report to library staff at the reference desk.

Q. I was charged, but didn't get a printout/had a bad copy/printed the wrong page. How can I get reimbursed?


The Stanford University Libraries will only make good for "bad prints" if SULAIR is at fault (e.g. - due to printer failure or no toner). We will not give credit for:

  • print jobs sent to the wrong printer
  • print jobs that the user fails to pick up from the printer
  • user sending multiple copies of a print job to a printer
  • user printing the "wrong" document
  • print jobs delayed several minutes due to heavy user load
If you have bad prints, show them to the library staff at the nearest service desk. If it is the fault of the printer or the printing system, they will arrange for you to immediately reprint your file at no additional charge.

Ronnie Fields
User Services Technology Specialist
Information Center
Cecil H. Green Library, Stanford University Libraries

Last modified: June 23, 2005

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