Having Problems? Check out our FAQ Quick Fixes

Below are the most common issues we hear about, and what to do about them!

“The printer is out of paper”

There are 2 possible causes:

  1. Your document is set up in a non-supported page size. CU on the GO printers all stock 8.5×11, 8.5×14, 11×17 paper sizes, which are standard North American paper sizes. If your document is set up on a different page size, a message should appear on screen asking to select a paper size – do so, then press start and your document should print! Alternatively, you can edit the source document to be on one of these page sizes, and resubmit.
  2. The printer is actually out of paper. If you are in the library, please visit the ITS Service Desk on the 4th floor and they’ll help you out. For all other locations, please call The Print Shop.

“The file I submitted isn’t showing up in the print queue”

  1. If you submitted your print job less than 10 minutes ago, it may still be processing on our server. The larger the file, the longer it can take to show up in the print queue. Log out and try logging in again in a few minutes, and the document should be there.
  2. If you submitted your print job more than 12 hours ago, please note that all unprocessed print jobs are cleared from the queue after 12 hours. Resubmit the job and it should appear again!
  3. You may be using a non-supported file type. Here are the file types supported by our email submission system:
  • Microsoft Office (doc, docx, xls, xlsx, ppt, pptx)
  • Adobe PDF
  • Image files (JPG, GIF, PNG, BMP, TIFF)
  • Web pages (HTML, HTM)
  • Text files (txt, rtf)
  • OpenOffice (.odt, .ods, .odp)

“I released my print job, but nothing came out!”

Please note that your document will not print if the file is set to “read only”, is password protected, or if the file is in Microsoft’s “Protected View”. Click the links for possible solutions. Please note that you will not be charged for print jobs that don’t actually print. If you feel that you were incorrectly charged, you can request a refund via the form at the bottom of this page.

“There is a flashing red light on the side of the screen”

If you are in the library, please visit the ITS Service Desk on the 4th floor and they’ll help you out. For all other locations, please call The Print Shop.

“There is a paper jam”

If you are in the library, please visit the ITS Service Desk on the 4th floor and they’ll help you out. For all other locations, please call The Print Shop.

“The printer screen is black”

Our machines go into standby mode to save power if now used for a while. Simply press the “start” button to wake it up. If the printer does not wake up and you’re in the library, please visit the ITS Service Desk on the 4th floor and they’ll help you out. For all other locations, please call The Print Shop.

There is a grey error box telling me to contact the administrator

If you are in the library, please visit the ITS Service Desk on the 4th floor and they’ll help you out. For all other locations, please call The Print Shop.

Still Having Problems? Please, let us know!

If one of our locations is not functioning properly, or you want to know how to use a particular function on the machine, get in touch with us – we’re happy to help!

Phone:
613 520-3625

Email:
theprintshop@carleton.ca

(Please include the building name, floor #, and room # to help us fix the problem faster!)

CU on the GO is operated by The Carleton University Print Shop. If you would like to provide feedback about this service, please contact us!