Troubleshooting FAQ for Printer Issues 

Print Shop Ext. 202 

Email – copyprint@ocadu.ca 

MFD = Multi-Function Device  

SFD = Single Function Device 

How do I replace consumables? (Toner/Waste Toner) 

• Follow instructions on the display screen 
• Instructions are also included in the toner/waste toner boxes 
• Mark boxes of empty toner with "Empty" or "Used" so the supply monitor knows to recycle and restock 

How do I solve a paper jam? 

• Follow instructions on the display screen  
• Make sure to check the entire “Main Unit Cover” (right hand side of MFD) for paper on and below the belts and rollers located on the removable "door" 
• If you think you have cleared as much as you can check the paper trays for any misalignments 

The green power button is flashing but when I press it nothing happens! 

• The machine has gone into power saver mode 
• Hold down the flashing green button until device “wakes up” 
• If the device does not turn on a power cycle will be required. The main power switch is located on the far right hand side about half way up the back edge 
• Wait 1 minute before turning power back on 

An orange screen appears asking to select another paper tray 

• The designated tray is out of paper, please choose another tray 
• After helping the user, please retrieve paper from AV to fill the empty tray ASAP 
• The wrong size document was sent to the wrong tray; choose another paper tray that will accommodate your physical print size.  

The device is having troubles “connecting to server” 

• Check to see if the Ethernet cable is connected 
• The PaperCut server may be down temporarily - check your student email for any IT notifications 

I cannot associate my ID card with PaperCut 

• Make sure you are inputting your OCAD U username and password correctly.  
• The device is case sensitive! 
• You must press the shift key once to activate caps you must press shift again to go back to lower case 
• Stop by the print shop for activation is all else falls 

Where can I find paper to load the paper trays? 

• Every week a supply monitor stocks AV loans with paper for public printer distribution  

User-Specific/Advanced Issues 

• When contacting Copy & Print about user issues, make sure you have the following information, so that we can provide informed assistance.  
• Username/Student Number 
• When the file was sent to print 
• How the file was sent to print (I.e USB, PaperCut Web Print, Desktop Client) 
• File name 
• You can also send a user to us directly in case administrator privileges are required

The file won't print  

• Check the file size 
• Check the file type 
• Check the print method (Web Print, direct from USB, etc) 
• If the user was charged when the error occurred, the system will refund the job within 24 hours. If this has not happened, send the user to the shop.