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==How do I connect my wireless device to the network in the Library?==
For personally owned wireless devices, users should 'register' their devices on [[Connecting to BlazerNet| BlazerNet]] which is the most reliable wireless network to connect with. The instructions for registering devices on Blazernet can be found here: http://techhelp.mcla.edu/index.php/Connecting_to_BlazerNet
Note: MCLA owned devices like the laptops that can be loaned out at the circulation desk are already registered.
==How do I connect my laptop to the printers in the Library?==
There are public printers located on the first and second floor of the Library. The instructions for configuring public printers can be found at http://printing.mcla.edu, you can also find information on this page about where other walk up print stations are located on campus.
==A student who just recently changed their password can't print from their laptop now. How do I help them?==
For MAC:
The issue is likely related to a keychain that needs to be updated to reflect their new password. Follow these steps to update their password:
*Go to Finder > Utilities > Keychain Access (or search for ‘Keychain Access’ in the header bar)
*On the bottom left menu, select Passwords then search for "printing2".
*Double click the keychain that corresponds with the printer connection they are having issues with.
*Select the Show password checkbox.
*A new pop-up window will open; enter your keychain password – this is the same password that is used to access your Apple device. Press OK.
*Replace the current password that is displayed with the new MCLA account password
*Click Save Changes.
For PC:
*Delete all printers associated with the printing.mcla.edu or printing2.mcla.edu
*Restart the the computer
*Reinstall the print driver from https://printing.mcla.edu
*Ensure users enters in new password when prompted
==How do I set print jobs to print single sided?==
To save on paper resources, the public printers are automatically set to duplex mode (2 sided). If you would like to print single-sided, please follow these specific instructions (other settings that refer to single sided printing within applications may not work).
*Click on the 'Start' menu
*Click on 'Devices and Printers'
*Right click on the Printer (example: Freel_1st_Floor_Circulation or Freel_SecondFloor)
*Click on 'Printing Preferences'
*Select '1-sided'
*Click 'Apply'
==When I attempt to print a document it either freezes the printer or it prints out with strange characters==
Although there could be a series of reason why this happens - the most common reason is related to the fact that the printer is not successful with interpreting the information within the document (fonts, layout, graphics, file is corrupt, communication issue, etc.) Often times the doing following will help:
*Convert document to PDF when available (Using 'Save As' select file type '.PDF')
*If PDF document is having trouble printing, ensure you open the PDF document within Adobe Reader (not web browser) and use the 'Print as Image' option. This is located under the 'Advanced' option on print dialog box within Adobe Reader. More detailed instructions can be found here: https://helpx.adobe.com/acrobat/kb/quick-fix-print-pdf-image.html
==How do I use the scanning station?==
The following guide will walk you through the basics of the ESPSON V500 Photo:
http://files.support.epson.com/htmldocs/prv5ph/prv5phug/index.htm
The software that the scanner uses is ESPSON Scan which includes various scan modes that are explained here:
http://files.support.epson.com/htmldocs/prv5ph/prv5phug/scan1_4.htm
Users can also use the quick buttons located on the scanner to start a scan job:
http://files.support.epson.com/htmldocs/prv5ph/prv5phug/scan1_1.htm
==How does guest accounts work?==
Any MCLA faculty/staff member can generate a guest account that can be used for 30 days after its created:
https://portal.mcla.edu/guestacct/index.php
==How do I properly load paper in the Lexmark printers to minimize paper jams?==
Here is the section of the Lexmark manual that provides an excellent overview of how to properly load paper in the tray.
http://techhelp.mcla.edu/pdf/paperloading.pdf
==How do I remove a paper jam on the Lexmark printers?==
Here is the section of the Lexmark manual that provides the steps needed to remove a paper jam near the front of a lexmark printer (common jam location).
http://techhelp.mcla.edu/pdf/paperjam.pdf
Please call the Help Desk for assistance you are unable to unjam the printer using this method or if the jam is located near the backside of the printer.
==Users have reported something wrong with a loaner laptop or workstation. How do I report it?==
The best way to report these issues is to e-mail helpdesk@mcla.edu or call 413-662-5276 with a description of the issue. A trouble ticket will be made so IT staff are notified of the issue and can resolve it. It is helpful to include information such as MCLA inventory tag number, the name of the user that reported the issue, any error message information, and when the problem occurred.
==Where can I find the operating hours and contact information for the Help Desk?==
This can be found on the techhelp.mcla.edu website by clicking the [[MCLA Computer HelpDesk]] link.
==How do I replace the toner cartridge in library printers==
The first and second floor have the same Lexmark MS811DN printer. Before replacing the toner, please verify that the print quality is degraded and the toner warning indicator is on. Please ensure the warning says Toner cartridge since there are other supplies that could cause print qualities issues. . Here is a quick walkthrough video that shows the replacement process from start to finish.
https://www.youtube.com/watch?v=ZlEQxxNk-dY
When removing a spent toner cartridge, ensure that you make note of the date that it was removed and what the page count was. This can be written on the existing label that should be affixed to the cartridge. Here is another video on how to obtain the page count (per toner cart)
https://www.youtube.com/watch?v=T7jxf0l9MqM
Please return all spent cartridges to the Help Desk for proper disposal. At that time the Help Desk can also provide new toner to replenish the library stock.
==How do I replace the imaging drum in library printers==
The first and second floor have the same Lexmark MS811DN printer. Before replacing the imaging drum unit, please verify that the print quality is degraded and the imaging drum unit warning indicator is on. Please ensure the warning says "Imaging cartridge" since there are other supplies that could cause print qualities issues. Here is a quick walkthrough video that shows the replacement process from start to finish.
https://www.youtube.com/watch?v=wmpwPouKLW8
Its important to not much the exposed roller on the imaging drum, a fingerprint will degrade the quality of prints going through the drum.
Please return all spent cartridges to the Help Desk for proper disposal. At that time the Help Desk can also provide new imaging drums to replenish the library stock.
==How do I clean and disinfect the loaner laptops?==
The standard disinfectant being distributed by the MCLA facilities department is safe on plastics and electronics assuming you follow these steps
*1.Power off the device fully.
*2.Lightly mist a soft micro-fiber cloth
*3.Wipe keyboards, touchpads, top plastics and bottom plastics. Try not to wipe the LCD screen since the disinfectant can leave residue.
*4.LCD screen can be cleaned by any screenwipe product made to do so, disposal wipes are preferred.
*5.Wait for the disinfectant to evaporate and power back on if desired.
==What is the most effective way to connect a student with the Help Desk when they are in the Library==
If its a problem that would be easier shown by screen sharing, please have the student download and open the Teamviewer Quick Support app. The download is located here:
https://get.teamviewer.com/studenthelpdesk
Then call the Help Desk, explain the issue and the Help Desk Consultant will remotely access the device having the problem.
For personally owned wireless devices, users should 'register' their devices on [[Connecting to BlazerNet| BlazerNet]] which is the most reliable wireless network to connect with. The instructions for registering devices on Blazernet can be found here: http://techhelp.mcla.edu/index.php/Connecting_to_BlazerNet
Note: MCLA owned devices like the laptops that can be loaned out at the circulation desk are already registered.
==How do I connect my laptop to the printers in the Library?==
There are public printers located on the first and second floor of the Library. The instructions for configuring public printers can be found at http://printing.mcla.edu, you can also find information on this page about where other walk up print stations are located on campus.
==A student who just recently changed their password can't print from their laptop now. How do I help them?==
For MAC:
The issue is likely related to a keychain that needs to be updated to reflect their new password. Follow these steps to update their password:
*Go to Finder > Utilities > Keychain Access (or search for ‘Keychain Access’ in the header bar)
*On the bottom left menu, select Passwords then search for "printing2".
*Double click the keychain that corresponds with the printer connection they are having issues with.
*Select the Show password checkbox.
*A new pop-up window will open; enter your keychain password – this is the same password that is used to access your Apple device. Press OK.
*Replace the current password that is displayed with the new MCLA account password
*Click Save Changes.
For PC:
*Delete all printers associated with the printing.mcla.edu or printing2.mcla.edu
*Restart the the computer
*Reinstall the print driver from https://printing.mcla.edu
*Ensure users enters in new password when prompted
==How do I set print jobs to print single sided?==
To save on paper resources, the public printers are automatically set to duplex mode (2 sided). If you would like to print single-sided, please follow these specific instructions (other settings that refer to single sided printing within applications may not work).
*Click on the 'Start' menu
*Click on 'Devices and Printers'
*Right click on the Printer (example: Freel_1st_Floor_Circulation or Freel_SecondFloor)
*Click on 'Printing Preferences'
*Select '1-sided'
*Click 'Apply'
==When I attempt to print a document it either freezes the printer or it prints out with strange characters==
Although there could be a series of reason why this happens - the most common reason is related to the fact that the printer is not successful with interpreting the information within the document (fonts, layout, graphics, file is corrupt, communication issue, etc.) Often times the doing following will help:
*Convert document to PDF when available (Using 'Save As' select file type '.PDF')
*If PDF document is having trouble printing, ensure you open the PDF document within Adobe Reader (not web browser) and use the 'Print as Image' option. This is located under the 'Advanced' option on print dialog box within Adobe Reader. More detailed instructions can be found here: https://helpx.adobe.com/acrobat/kb/quick-fix-print-pdf-image.html
==How do I use the scanning station?==
The following guide will walk you through the basics of the ESPSON V500 Photo:
http://files.support.epson.com/htmldocs/prv5ph/prv5phug/index.htm
The software that the scanner uses is ESPSON Scan which includes various scan modes that are explained here:
http://files.support.epson.com/htmldocs/prv5ph/prv5phug/scan1_4.htm
Users can also use the quick buttons located on the scanner to start a scan job:
http://files.support.epson.com/htmldocs/prv5ph/prv5phug/scan1_1.htm
==How does guest accounts work?==
Any MCLA faculty/staff member can generate a guest account that can be used for 30 days after its created:
https://portal.mcla.edu/guestacct/index.php
==How do I properly load paper in the Lexmark printers to minimize paper jams?==
Here is the section of the Lexmark manual that provides an excellent overview of how to properly load paper in the tray.
http://techhelp.mcla.edu/pdf/paperloading.pdf
==How do I remove a paper jam on the Lexmark printers?==
Here is the section of the Lexmark manual that provides the steps needed to remove a paper jam near the front of a lexmark printer (common jam location).
http://techhelp.mcla.edu/pdf/paperjam.pdf
Please call the Help Desk for assistance you are unable to unjam the printer using this method or if the jam is located near the backside of the printer.
==Users have reported something wrong with a loaner laptop or workstation. How do I report it?==
The best way to report these issues is to e-mail helpdesk@mcla.edu or call 413-662-5276 with a description of the issue. A trouble ticket will be made so IT staff are notified of the issue and can resolve it. It is helpful to include information such as MCLA inventory tag number, the name of the user that reported the issue, any error message information, and when the problem occurred.
==Where can I find the operating hours and contact information for the Help Desk?==
This can be found on the techhelp.mcla.edu website by clicking the [[MCLA Computer HelpDesk]] link.
==How do I replace the toner cartridge in library printers==
The first and second floor have the same Lexmark MS811DN printer. Before replacing the toner, please verify that the print quality is degraded and the toner warning indicator is on. Please ensure the warning says Toner cartridge since there are other supplies that could cause print qualities issues. . Here is a quick walkthrough video that shows the replacement process from start to finish.
https://www.youtube.com/watch?v=ZlEQxxNk-dY
When removing a spent toner cartridge, ensure that you make note of the date that it was removed and what the page count was. This can be written on the existing label that should be affixed to the cartridge. Here is another video on how to obtain the page count (per toner cart)
https://www.youtube.com/watch?v=T7jxf0l9MqM
Please return all spent cartridges to the Help Desk for proper disposal. At that time the Help Desk can also provide new toner to replenish the library stock.
==How do I replace the imaging drum in library printers==
The first and second floor have the same Lexmark MS811DN printer. Before replacing the imaging drum unit, please verify that the print quality is degraded and the imaging drum unit warning indicator is on. Please ensure the warning says "Imaging cartridge" since there are other supplies that could cause print qualities issues. Here is a quick walkthrough video that shows the replacement process from start to finish.
https://www.youtube.com/watch?v=wmpwPouKLW8
Its important to not much the exposed roller on the imaging drum, a fingerprint will degrade the quality of prints going through the drum.
Please return all spent cartridges to the Help Desk for proper disposal. At that time the Help Desk can also provide new imaging drums to replenish the library stock.
==How do I clean and disinfect the loaner laptops?==
The standard disinfectant being distributed by the MCLA facilities department is safe on plastics and electronics assuming you follow these steps
*1.Power off the device fully.
*2.Lightly mist a soft micro-fiber cloth
*3.Wipe keyboards, touchpads, top plastics and bottom plastics. Try not to wipe the LCD screen since the disinfectant can leave residue.
*4.LCD screen can be cleaned by any screenwipe product made to do so, disposal wipes are preferred.
*5.Wait for the disinfectant to evaporate and power back on if desired.
==What is the most effective way to connect a student with the Help Desk when they are in the Library==
If its a problem that would be easier shown by screen sharing, please have the student download and open the Teamviewer Quick Support app. The download is located here:
https://get.teamviewer.com/studenthelpdesk
Then call the Help Desk, explain the issue and the Help Desk Consultant will remotely access the device having the problem.
