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Print and copy

FAQ

FAQ

Answers about Print and Copy

Do you have questions about Print and Copy at AAU? You may find answers in our FAQ.

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    FAQ: AAUcard as copy card

    Copy card

     

    ...

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    FAQ: AAUcard does not work

    Why can I not unlock a copying machine or access Top Up?

    • Are you using your personal AAUcard? Guest cards cannot unlock multi function-copier
      Use yor Username/Email and Password!
    • You cannot buy units if your AAUcard do not have a PINcode. 

    Try this!

    • Create and change your AAUcard PIN code.
    • Why do I get “Login Name or Password is invalid. Please try again"
      Konica ONLY:
      AAU Students need to enter the PIN code from the AAUcard - before swiping the AAUcard at the card reader.
    • Your AAUcard may be defect. Please contact the local FACILITY SUPPORT TEAM.
    • Use "Alternate Login" while waiting for your new AAUcard or new PIN code to work.

    READ THE POSTER AT THE MACHINE.

    Please login to Your Account to check your current balance or the Top Up webshop to buy additional units.

    Do you still see the problem? Then please contact  AAU IT Support

    Why can I not unlock the copying machine with my AAUcard?

    Students and staff please click here.

    Do you still see the problem? Then please contact AAU IT support or the local FACILITY SUPPORT TEAM.

    Why do I get "Access denied" (first time use of AAUcard to unlock a copying machine)

    Students and staff please click here.

    Do you still see the problem? Please contact AAU IT support or the local FACILITY SUPPORT TEAM.

    Why do I get "Access denied" (Students only)

    If your Allotted and Paid balance is insufficient you will receive an "Access denied" message at a copying machine.

    Please check your current balance at Your Account and buy more units in the Top Up webshop before continuing.

    Do you still see the problem? Then please contact AAU IT support

    Why do i get "Login Name or Password is invalid. Please try again

    Konica ONLY:
    AAU Students need to enter the PIN code from the AAUcard - before swiping the AAUcard at the card reader at a Konica multifunction copier

    Help us to help you

    When you request support, please provide as many details as possible. Please include ...

    • What happened and what did you expect?
    • Where did the incident occur?
    • What is the name of the device (see label on device for name)
    • What is the name of the server (see label on device for name)
    • What is your e-mail address (username)
    • What operating system did you print from (e.g. Windows 7, Mac OS X Lion etc.)
    • Did you use Follow-You?
    • Did you use scan-to-me?

    AAU-card or Follow-You- FAQ

    No more units/insufficient funds (Students only)

    Have you been informed by email or on the panel of a copying machine, that you have insufficient funds?

    Insufficient units will impact your ability to:

    • Print directly from your computer to a printer or copying machine
    • Release "Follow-You" print jobs on a copying machine
    • Login to a copying machine to copy
    • Login to a copying machine to scan (even though it's free of charge)
       

    Please login to Your Account to check your current balance or the Top Up webshop to buy additional units.

    Do you still see the problem? Then please contact  AAU IT Support

    Why can I not unlock the copying machine with my AAUcard?

    Students and staff please click here.

    Do you still see the problem? Then please contact AAU IT support or the local FACILITY SUPPORT TEAM.

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    FAQ: Follow-You

    AAU-card or Follow-You- FAQ

    No more units/insufficient funds (Students only)

    Have you been informed by email or on the panel of a copying machine, that you have insufficient funds?

    Insufficient units will impact your ability to:

    • Print directly from your computer to a printer or copying machine
    • Release "Follow-You" print jobs on a copying machine
    • Login to a copying machine to copy
    • Login to a copying machine to scan (even though it's free of charge)
       

    Please login to Your Account to check your current balance or the Top Up webshop to buy additional units.

    Do you still see the problem? Then please contact  AAU IT Support

    Why can I not unlock the copying machine with my AAUcard?

    Students and staff please click here.

    Do you still see the problem? Then please contact AAU IT support or the local FACILITY SUPPORT TEAM.

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    FAQ: Mail and Web print

    Email print and Web print using EveryonePrint send your documents to Follow-you default print on both sides (duplex)


    Find more answers below or
    see answers for Konica, Xerox and AAU card here 

    Which paper sizes can I print?

    EveryonePrint only supports printing to A4 or A3 paper. Where the page size cannot be identifed from the submitted file, it will default to using A4.

    EveryonePrint does not support resizing print jobs to fit to the paper size.
    You should ensure that your documents are correctly sized before submitting to EveryonePrint.

    Why does my file not print on A3?

    To print a file on A3, the file needs to have the page size embedded in the file itself. Image files like jpeg or png don't contain page size information, so will always print on the default paper size, A4. 

    To print on A3, try inserting your image into a Word document set to A3 size(Page Layout, Size -A3), then submit the Word document to EveryonePrint.

    How long do I have to release an EveryonePrint job?

    After you have submitted a print job from EveryonePrint to Follow-You – you have 100 hours to release it on a Follow-You enabled MFC.
    Jobs older than this are automatically deleted.

    My print job isn’t displayed at the Follow-You MFC?

    There can be a small delay while the print job is processed on the EveryonePrint server, and again while the Follow-You printer checks for available jobs. Try again in 1-2 minutes or so, and your print job should be available for printing.

    My print job STILL isn’t displayed at the Follow-You printer?

    Check the job status in the EveryonePrint web interface. If it’s shown as ‘Awaiting release’, then your print job should show up
    If your print job status is shown as ‘Awaiting processing’, then it is still being processed on the server.

    Check back in a minute to confirm that it has been processed. Otherwise, check that you haven’t submitted an unsupported file type.

    The EveryonePrint portal will display an error if an unsupported file type is uploaded, and if you have emailed an attachment to the service, you will receive an email back stating if the file type is unsupported.

    Why is there an extra print job listed without a filename?

    This happens when you email an attachment in to the service. Both the attachment and the email message body are converted into separate print jobs. Unless you want to print the email message, you can safely delete this extra print job, or allow it to expire after 100 hours.
    Logo from Email signature will be printet as seperat print job.

    Why can't I print an unsupported file type?

    EveryonePrint processes submitted files on the EveryonePrint server, which cannot support all known file types. Try converting your file to a supported file type and resubmit it.

    How can I print an unsupported file type?

    Convert your file to a supported file type.

    I’m using Pages/Numbers/Keynote on Mac OS X. How do I convert to a supported filetype?

    The native file formats for Pages, Numbers and Keynote on OS X are not supported by EveryonePrint. For best results, use the Export function in the File menu and choose PDF. This will export a copy of your file to a PDF file which can be submitted to EveryonePrint.

    Why is my print Job 'Awaiting Release'.

    When you have uploade a document - you have to release the job to a printer and if you want to change from dupplex to simplex.

    Why is my print job two-sided?

    The default setting for EveryonePrint print jobs is duplex (printed on both sides).

    How to print simplex from Everyone print?

    Use Web print and use “Advanced” when “Awaiting Release”.

    My desktop computer’s print queue defaults to color, why does EveryonePrint print in mono?

    EveryonePrint is a completely separate print service to your desktop’s print queue, and has a different set of defaults chosen to reduce waste and avoid unnecessary cost.

    Unsupported File Attachments

    When you send an attachment that is not a supported file type, you will receive an email advising you of this and encouraging you to change the document into one of the supported ones.

    Why do I get a Email 'Print job email not processed - too large'?

    The document you have selected to upload use Email is larger than the supported maximum document size of 20MB.

    Use Web print to upload your document.

    My document fails to print with a message 'Cancelled - failed processing'

    Check that your document name doesn't contain any of the following characters:

    \ / : * ?  " <> |

    If any of these characters are in the document name, try renaming the document to remove that character and re-upload the document to EveryonePrint.

    Why can’t I print from a password protected web page, such as EASE?

    Submitted web URLs have to be publicly accessible to allow EveryonePrint to access the page.

    EveryonePrint App fail

    The App can only be used when connected to AAU network
    See guides for which wireless network do use

    Print from ChromeBook

    Save your document in PDF format and upload the document using Email print or Web print

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    FAQ: Multi function-copier

    Below you can find answer for the most common incidents, including what you can do yourself to solve them or who to contact. Please prepare for the bottom page questions before you request support. See EveryonPrint FAQ here

    Konica or Xerox multi function-copier- FAQ

    No more paper

    Please insert more paper into the tray specified on the device display. Be careful to insert the correct paper, e.g. A4 and insert it into the correct side of the tray. On some devices the OK button must be pressed to acknowledge the inserted paper in any given tray.
    Paper should be available near the device - if not please, do request more paper at the local FACILITY SUPPORT TEAM.

    Do you still see the problem? Then please contact AAU IT support or the local FACILITY SUPPORT TEAM.

    No more toner

    Please contact AAU IT support or the local FACILITY SUPPORT TEAM.

    Toner Waste Disposal

    Use white boxes or leave i room.

    Paper jam

    Please follow the instructions displayed on the device. Carefully open the indicated tray or door and remove any paper. On some devices a fixed paper jam must be acknowledged by pressing the OK button. Restart your job once the device is online again.

    Do you still see the problem? Then please contact AAU IT support or the local FACILITY SUPPORT TEAM.

    Equipment is defect

    In case a copying machine is defect (making strange noises, completely unavailable or otherwise broken).

    In case a printer or other equipment is defect, then please contact AAU IT support or the local FACILITY SUPPORT TEAM.

    According to the service agreement a technician will be with the machine within a day.

    Meanwhile use printer in another room.

    Why do I get "Access denied" (first time use of AAUcard to unlock a copying machine)

    Students and staff please click here.

    Do you still see the problem? Please contact AAU IT support or the local FACILITY SUPPORT TEAM.

    Why do I get "Access denied" (Students only)

    If your Allotted and Paid balance is insufficient you will receive an "Access denied" message at a copying machine.

    Please check your current balance at Your Account and buy more units in the Top Up webshop before continuing.

    Do you still see the problem? Then please contact AAU IT support

    Why do i get "Login Name or Password is invalid. Please try again

    Konica ONLY:
    AAU Students need to enter the PIN code from the AAUcard - before swiping the AAUcard at the card reader at a Konica multifunction copier

    Printer asks for non-standard paper size

    The print job was printed in a format that is not supported by the printer.

    Please retry using a supported format (A4, A3).

    Do you still see the problem? Then please contact AAU IT support.

    Print job was not printed and is no longer queued

    The print accounting system only allows valid print data in which case some print drivers may not be compatible.
    The system allows print data from PCL3,4,5,6 and PostScript drivers. Beware that some generic PCL or PostScript drivers on both Windows, Mac and Linux are not compatible with the system. Print jobs from such drivers will be rejected by the system and therefore not physically printed as well as not accounted nor reported.

    The system will automatically send an email to the user explaining this.

    So if your print job has not been printed and is no longer queued, please change to another print driver (preferably a specific driver for the actual device manufacturer and model). Always try both PS and PCL to find the driver that works best for you!

    Do you still see the problem? Then please contact AAU IT support.

    Trouble installing printer driver

    Use E-mail print og Web Print

    Do you still see the problem? Then please contact AAU IT support.

    Corrupted print

    Please take notice if the job you are trying to process is compatible with the device. E.g. is the format or the selected settings supported on the specific device. Please adjust your settings or device selection and try to restart your job once again.

    Do you still see the problem? Then please contact AAU IT support.

    Am I entitled to receive a print refund?

    If your print has been corrupted by a device and you are certain that it is due to the device, you may be entitled to receive a print refund. Your local IT-support will always determine whether or not you may be entitled.

    Always provide the following information when applying for a print refund:

    • Bring along the corrupted print (paper jam, missing toner, etc.)
    • State which specific device corrupted your print (sticker on a printer)
    • State the specific time and date of the incident

    Please contact AAU IT-support.

    Help us to help you

    When you request support, please provide as many details as possible. Please include ...

    • What happened and what did you expect?
    • Where did the incident occur?
    • What is the name of the device (see label on device for name)
    • What is the name of the server (see label on device for name)
    • What is your e-mail address (username)
    • What operating system did you print from (e.g. Windows 7, Mac OS X Lion etc.)
    • Did you use Follow-You?
    • Did you use scan-to-me?
Print and copy at AAU