Printing support - University of the Sunshine Coast, Queensland, Australia

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Printing support

Due to the situation with the COVID-19 pandemic, USC Libraries are closed however printers located in 24 hour spaces are still available for your use.

Useful links

Self-help guide to solve your problems

 

I forget my 4 digit pin
  1. Login to MyPrint.
  2. Select 'Change Your Settings'.
  3. Select 'Account PIN' and enter a new 4 digit PIN.
  4. Select 'Change'.
I can’t log in to a printer (Insufficient funds error)

You must have print credit to be able to copy or print.

Log in to the MyPrint website and add value with Visa or MasterCard.

I can’t log in to a printer (Account not found error)

You may be entering an invalid ID number.

Students log in with their 7 digit student ID number located on their USC ID card.

Guests log in with their 8 digit Guest ID number provided by email.

Check your login ID number and try again.

Alternatively, students can use the 3rd login option to enter their USC username and password.

If you still cannot login, contact MyPrint Support 5430 2866.

I can't log in to a printer (Account in use error)

You may still be logged in to MyPrint, at another printer.

Log out of the previous printer or wait two minutes until that session has ended automatically.

If you can’t logout (Eg. nothing happens when you select Logout) it could be a machine fault.

Contact MyPrint Support 5430 2866.

I can’t log in to a printer or the MyPrint website (Account is locked error)

MyPrint accounts are locked for security reasons.

Contact MyPrint Support 5430 2866.

I can't log in to the MyPrint website (Incorrect username or password error)

You may be entering an invalid username or password.

Students login with USC username (eg ABC123), not the full USC email address.

Check your login credentials and try again.

Try to log in to Black Board with the same USC credentials to ensure your entering the right password.

If it is a password problem, reset your USC password on Blackboard.

If you still cannot login, contact MyPrint Support 5430 2866.

I can't log in to the MyPrint website (Account already exists error)

If you have created a Guest account with your USC email address, you won't be able to login to the MyPrint website with your USC credentials.

MyPrint Support will need to change your MyPrint Guest account email to a personal email address.

Email MyPrint Support to update your MyPrint Guest account with a personal email address. Include your name and Guest ID number.

I can't create a Guest account on the MyPrint website (Email exists error)

If you are a USC student or staff with an active MyPrint account, your USC email address is already in use.

If you have already created a Guest account, your email may already be in use.

Create your MyPrint Guest account (for personal printing) using a unique, valid, personal email address.

I can't log in to my Guest account on the MyPrint website
Do you get an Incorrect login details error?

Check your email for your 8 digit Guest ID number and try again.

Email MyPrint Support to look up your Guest ID number. Include your name and email address that was used to create your MyPrint Guest account.

Do you get an Invalid pin error?

Email MyPrint Support to reset your pin. Include your name and Guest ID number and/or email address that was used to create your MyPrint Guest account.

I added credit online but it isn't showing on my account

MyPrint Support will investigate the payment problem.

Email your Online Payment receipt to MyPrint Support. Include your full name, student ID number and contact phone number.

I tried to add credit online but my credit card was declined

MyPrint accepts debit or credit Visa or MasterCard only.

If your credit card transaction was declined more than once, close the web browser completely and start again in a new or different browser.

If you continue to see a declined error, there could be a problem with your credit card, your bank or USC online payments.

Try a different credit card or try again soon.

Contact MyPrint Support 5430 2866.

I haven't got the SSAF print credit this Semester 

Check that you are eligible to receive the SSAF print credit.

Log in to the MyPrint website and check your transaction history from the start of Semester to ensure it wasn't spent unknowingly, ie on a MyPrint Shop order.

Contact MyPrint Support 5430 2866.

I haven't got the HDR print credit this Semester

Only current Higher Degree by Research students are eligible to receive the HDR print credit.

Contact MyPrint Support 5430 2866.

I uploaded a file to WebPrint but it had a processing error

The file file may be corrupt or WebPrint may have a hard time handling large or complex files, resulting in processing errors or printing problems.

Complex files may contain lots of images, graphs, layers, columns, or special fonts. These types of files should be printed from a USC computer to the print queues.

I can't get my file to print the way I want using WebPrint

Printing from WebPrint is convenient to use on your own device but it's designed for processing basic print-ready files.

WebPrint is default to print at A4 size. That means it will enlarge smaller pages and reduce larger pages to print on A4 paper.

The WebPrint capabilities are limited to:

  • A4, A3 or Keep Size; Black or colour; single or double sided; select a page range; and number of copies.

To print from WebPrint successfully, your files must be print-ready in the format and size that you want your print output to be.

A printer needs paper or toner

Ask for printing assistance at your campus or contact MyPrint Support 5430 2866.

What does the blue flashing light mean?

When a printer flashes a blue light, it means your print job is spooling and will print soon.

If a printer is flashing a blue light before you log in, it is still processing a print job from a previous session. Use another printer, or wait for the previous print job to complete.

What does a red flashing light mean?

When a printer flashes a red light, it means there is a problem with the printer.

The printer may be out of paper, toner, or may have a paper jam or fault.

A common fault is when the printer does not recognise your print job size and needs your instruction.

Select Check Status on the printer and follow the prompts.

Your printing should resume once the problem has been resolved.

If a problem persists, ask for printing assistance at your campus or contact MyPrint Support 5430 2866.

I released my print jobs but nothing printed out
Did you use WebPrint?

Large files sent by WebPrint can take a long time to spool, sometimes up to 10 minutes depending on the size and complexity of the file.

Wait for the printer to flash a blue light, signalling that your print job is incoming.

If your job does not start printing after 10 minutes, contact MyPrint Support 5430 2866.

Next time, send any large or complex files to print using the print queues on a USC computer.

Did you use a MAC in the USC Sunshine Coast Library?

Only 2 printers are capable of releasing MAC print jobs within the USC Sunshine Coast Library.

  • Colour printer on level 1: SD-L-1-SP06-CLR
  • Colour printer on level 2: SD-L-2-SP02-CLR

This inconvenience only applies to USC Sunshine Coast Library and is scheduled to be resolved soon.

Until then, use the above 2 printers or any other printer located in computer labs or 24hr spaces as they are capable of releasing MAC print jobs.

To request a credit for the prints you didn’t receive, Email MyPrint Support as soon as the problem occurred.

Include your name, student ID number and date/time of print and use the subject: Printed on a non-compatible MAC printer

I released my print jobs but only half of my jobs printed

The printer may be out of paper, toner or have a paper jam or fault.

Select Check Status on the printer and follow the prompts.

Your printing should resume once the problem has been resolved.

If a problem persists, ask for printing assistance at your campus or contact MyPrint Support 5430 2866.

I can't see my print jobs when I log in to a printer
Did you use a USC computer?

You may be printing to another students print queue. This happens if you didn't sign in to the USC computer.

Sign out or restart the computer, then sign in with your USC credentials and try to print again.

Did you print in colour?

Colour print jobs can only be released on colour printers.

Check that the printer you are logged in to, is a colour printer.

Find a printer with colour capabilities.

I selected colour but my job printed in black

If you try to print to the Black queue and change the print properties Colour, your job will still print in black.

To print in colour from a student computer, you need to change the default Black print queue, to the Colour print queue.

Then log in to a colour printer to release your colour print jobs.

My print out doesn't look right
Did you choose the right print properties?

You can set your own print properties to control how your file will print out. In fact, it is your responsibility to do so, because credits will not be issued for user-errors.

See the helpful instructions to print from a USC computer or your own device. You may also like to ask for printing assistance at your campus.

Did the printer cause a fault?

If the printer has left dirty lines or marks on your prints or your prints are damaged or incomplete, you may be offered a credit.

Report a printing problem as soon as it occurs.

For further information on print credits, see the MyPrint Guidelines.

Are you printing directly from a Web Browser?

Sometimes printing from a web browser can affect how your file will print, especially if the web browser is out of date.

If you can, download the file and open it in its native application to print.

Google Chrome is the recommended browser for most of USC applications, including MyPrint and BlackBoard.

I used WebPrint to upload a Standard but its printing error pages

If you download a Standard from the USC Database SAI Global, and tried to print using WebPrint, it will error (document has expired).

Refer to the instructions on the USC Library Guides webpage: Standards are encrypted PDFs and cannot be uploaded to WebPrint.

You must login into a USC workstation and download the PDF in order to print it to the print queues. Credits will not be issued.

I scanned to email but it hasn't arrived

You can check the status of your scan and if the email address you entered was correct.

At the printer, select Scan, then select Scanned File Status at the top of the screen.

You should see your scan, the email address and if the scan failed or completed.

The scanned file may be too big for your email account. Consider reducing the number of pages per scan or scan to USB instead.

See the scanning instructions.

Face-to-face assistance at your campus

Monday to Friday 8.30am–4.30pm, from USC Gympie, Reception.

Monday to Thursday 8.30am–5.00pm and Friday 8.30am–4.30pm, from USC SouthBank, Student Central, Building A4, ground floor.

Monday to Friday 9am–5pm, from USC Noosa, CIDSEL, NG.05.

Report a printing problem

Use the online form as soon as it occurs, any time, any day.

If you do not report your problem immediately, we may not be able to find the cause or resolve the problem and you may not be eligible to receive a print credit.

Support hours

Monday to Friday - 8.30am to 4.30pm

Phone: +61 7 5430 2866

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