Service Desk Knowledgebase: Printing

This is the Printing content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

• Printing
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• Windows printing
• MacOS printing
• Large format (A0) printing
• Laminating

Further CL Sys-Admin Resources

• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/Printing - Printing

List of printers and their locations:
Further info on where the printers are is coming...

• See https://dbwebserver.ad.cl.cam.ac.uk/SCG/Printing/Printing.aspx (lab password required)
• Or https://cups-serv.cl.cam.ac.uk:631/

William Gates Building Floor Plans (inc. Room Codes):

• Ground floor (G)
• First floor (F)
• Second floor (S)
• Find a room

Underpinning Services

• Network connectivity - printing is allowed from any network available within the building, with the exception of the wgb "guest" wireless network.

Customer-base for this Service

• All staff and students of the Computer Laboratory

Costs

• Free to all current staff and students of the Computer Laboratory

SLA

• N/A

Service Desk Call Handling Procedure

• RT tickets can be escalated to the printing team by changing the Queue to printing with the Owner set to Nobody and the Status set to new. Tell the requestor:
  I am passing this request over to our Printing team who, I'm sure, will be in contact shortly.

Helpdesk should aim to fix stuck printers. Queued jobs can be cleared on-line but physical intervention requires passing to the Printing queue with the Owner set to Nobody & Status set to New. Before you can make changes to the print queues using the web interface you need to remotely login to cups-serb-1-6-2, and set your password using cl-asuser passwd - set it to your usual password.

Contacts

Primary

• printing@cl.cam.ac.uk (Goes to an RT queue)

Other

• Chris Hadley

Availability

• Printing is available 24x7
• Toner for all printers is kept in Stores and is available during the hours 08:30 until 16:30 Mon-Fri.

Hints, Tips & Known Issues

• Advise on installing printers on machines for MacOS and Windows via reference to customer documentation pages or see above
• Advise on use of DS-print from the Computer Lab MCS Facility or individual machines.
• Linux machines sometimes show problems with printers not being present and not being able to print. The usual advice is to check if the avahi-daemon is installed - if it is uninstall it and printing will then work as expected.

Categorising Keywords

• Lamination Poster Printing Stuck Printer PCU