Public Printing Troubleshooting

This article covers some common problems and their solutions associated with Wharton public printers. If the solution to your problem isn't listed please reach out to the Student Computing team.

No Printers Available on Wharton Public Computers

If you don't see any printers in the Print Dialog box when printing from a Lab, Workstation, or GSR computer, try the following steps:

Open the Printer Refresh folder on the desktop and try launching the desired printer shortcut ("\\PrintAtWharton\Wharton-Print").
If Step 1 doesn't fix the issue, try closing the application and reopening it.

Billing & PennCard Errors

Login Failed Error

There are several reasons that you might get a Login Failed error when you tap your PennCard at the printer:

High Traffic Times: If many people are printing at the same time, the system may experience a delay. Wait 15 minutes, and try again.
PennCash Account: You haven't activated your PennCash account, or there is an error with your account. You must have a PennCash account set up to use the printers, even if you don't have any money in it. If this is the problem, try going to the PennCash website and setting up an account. There are machines on campus where you can add funds to your PennCash -- one is in Lippincott Library.
Penn ID / PennCard: Your Penn ID may have changed or been deactivated, or your card has been damaged. Go to the Penn Card Center in the Bookstore to have your ID card checked.
Print Account: You do not have a print account created. Submit a ticket to the Student Computing Team to report this error.
Not Logged Out: If you just printed from a different printer and forgot to log out of that printer, you may get a Login Failed error. Try logging out of the other printer, or wait a few minutes and try again.

Internal Billing Error

There are several possible reasons for this error:

Insufficient funds: if you try to release a print job when you don’t have enough funds to cover it, you may receive this error. Check your balance in MyWharton or in PennCash. If appropriate, add more funds to PennCash.
Printer disconnected: Check that the ethernet cable is connected to the printer.
System-wide issue: If the billing system run by Penn is unavailable, you may get this error and not be able to print. Contact Wharton Student Support to report the issue and request a printout of your document.
Invalid or Inactive PennCard: If your card is currently inactive (just recently created) or you have a second PennCard issued in your name, you may receive this error. Please contact the PennCard Center (2nd floor of the bookstore).
Card Hold: If the error displayed on the printer mentions that your card may not be used until the hold expires, reach out to the PennCard center (2nd floor of the bookstore). They can assist you.

Error in printer charge

If your document did not print or there was a problem with the printout, but you were charged anyway, please contact the Student Computing Office with the following information:

Name of the file
Number of pages
Date and time of the print job in question
Printer

Requests for refunds should be made within 2 business days of the error. Please be sure to include your reason for requesting a refund (i.e.: the problem you experienced) so that the proper support team can follow up.

Individual Print Job Issues

Partial Print Jobs

If your print job is large or complex, the printer's memory may be taxed, and you may get the following error part way through the print job:

This job requires more memory than is available in this printer.

Here are some steps to try to fix the issue:

If you are trying to print multiple pages per sheet, try reducing that amount (eg. instead of 4 pages or slides per sheet, choose 2).
If you are printing a .pdf file from Adobe Reader, try opening the file with Chrome instead and sending it to print.
If you are printing many documents at a time, try printing the documents individually.

Documents are not available at the printer

If you have sent a document to one of the Huntsman Printers, swiped your card, and the document queue is empty, here are some things to try:

Sent from Laptop: make sure your print job has finished rendering:
- Log into the PaperCut Portal using your PennKey credentials.
- Go to Jobs pending release in the menu.
- Verify that the job is present.
Sent from Email:
- Make sure you received the confirming email that your job is ready to print.
- Confirm that you retrieved it from a printer that accepts documents through email.
.PDF
- If it's a .pdf, save the file to your MyWhartonDrive (Y:). Then open the copy on your Y: drive and print that copy.
  OR
- Use Adobe Reader to open the .pdf document, and send to the printer from that application.

Documents are not printing

Here are solutions for the most common printing problems we see. If yours is not listed here, please contact us with information on how you sent the document to the printer and what happened.

Document Visible at Printer, but Doesn't Print

If you tried selecting multiple documents to print, try printing the documents one at a time (problems with one document can affect all documents when submitted together).
Doublecheck the document formatting to make sure that you have selected the right size paper (letter sized).
Try sending it to a different printer.
Try using the PaperCut Portal to Print.
If the problem continues, report this to the Student Computing Team (support@wharton.upenn.edu). To request a refund, see Error in printer charge, above.

Job Sent to Print, but is not at the Printer

Doublecheck that you authenticated your job correctly:
- Public Computers: Logged in with your student login?
- Laptop: Can you see your print job in the PaperCut Portal print queue?
- Email to Print: Did you get the email saying your job is ready to print?
See additional steps in Documents Not Available at Printer, above.

Individual Printer Issues

Formatting Issues

Additional Questions or Issues?

Contact: Wharton Student Computing

Email: support@wharton.upenn.edu

No Printers Available on Wharton Public Computers