{"id":408,"date":"2022-02-23T14:12:19","date_gmt":"2022-02-23T19:12:19","guid":{"rendered":"https:\/\/carleton.ca\/cuonthego\/?page_id=408"},"modified":"2026-03-06T15:34:34","modified_gmt":"2026-03-06T20:34:34","slug":"troubleshooting-tips","status":"publish","type":"page","link":"https:\/\/carleton.ca\/cuonthego\/support\/troubleshooting-tips\/","title":{"rendered":"Troubleshooting Tips"},"content":{"rendered":"\n<section class=\"w-screen px-6 cu-section cu-section--white ml-offset-center md:px-8 lg:px-14\">\n    <div class=\"space-y-6 cu-max-w-child-max  md:space-y-10 cu-prose-first-last\">\n\n        \n                    \n                    \n            \n    <div class=\"cu-wideimage relative flex items-center justify-center mx-auto px-8 overflow-hidden md:px-16 rounded-xl not-prose  my-6 md:my-12 first:mt-0 bg-opacity-50 bg-cover bg-cu-black-50 py-24 md:py-28 lg:py-36 xl:py-48\" style=\"background-image: url(https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/banner-question-marks.jpg); background-position: 50% 50%;\">\n\n                    <div class=\"absolute top-0 w-full h-screen\" style=\"background-color:rgba(0,0,0,0.600);\"><\/div>\n        \n        <div class=\"relative z-[2] max-w-4xl w-full flex flex-col items-center gap-2 cu-wideimage-image cu-zero-first-last\">\n            <header class=\"mx-auto mb-6 text-center text-white cu-pageheader cu-component-updated cu-pageheader--center md:mb-12\">\n\n                                    <h1 class=\"cu-prose-first-last font-semibold mb-2 text-3xl md:text-4xl lg:text-5xl lg:leading-[3.5rem] cu-pageheader--center text-center mx-auto after:left-px\">\n                        Troubleshooting Tips\n                    <\/h1>\n                \n                            <\/header>\n        <\/div>\n\n            <\/div>\n\n    \n\n    <\/div>\n<\/section>\n\n\n\n<p>Below are some of the most common issues we hear about, and what to do about them!<\/p>\n\n\n\n<p>If you continue to have problems using CUontheGO after reviewing these steps, please contact us through <a href=\"https:\/\/cuonthego.blazeloop.com\/\">our chatbot<\/a>, or <a href=\"https:\/\/carleton.ca\/its\/contact\/\">contact the ITS Service Desk<\/a> directly.<\/p>\n\n\n\n<p><span style=\"text-decoration: underline\"><strong>iOS<\/strong><\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#firewall\">My device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#iphone\">My iPhone\/iPad isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#hold\">I\u2019m getting a \u201cHold for Authentication\u201d error when I send a document to print<\/a><\/li>\n\n\n\n<li><a href=\"#paper\">The printer is out of paper<\/a><\/li>\n\n\n\n<li><a href=\"#firewall\">My device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#queue\">The file I submitted isn\u2019t showing up in the print queue<\/a><\/li>\n\n\n\n<li><a href=\"#release\">I released my print job, but nothing came out<\/a><\/li>\n\n\n\n<li><a href=\"#cut\">My document was cut off, or printed too small on the page<\/a><\/li>\n\n\n\n<li><a href=\"#red\">There\u2019s a flashing red light on the side of the screen<\/a><\/li>\n\n\n\n<li><a href=\"#jam\">There\u2019s a paper jam<\/a><\/li>\n\n\n\n<li><a href=\"#black\">The printer screen is black<\/a><\/li>\n\n\n\n<li><a href=\"#grey\">There is a grey error box telling me to contact the administrator<\/a><\/li>\n\n\n\n<li><a href=\"#cc\">I have money on my Campus Card, but CU on the GO says I have $0.00<\/a><\/li>\n\n\n\n<li><a href=\"#unrecognized\">When I swipe my Campus Card, it says it\u2019s unrecognized and I need to link it to my account, but when I enter my MC1 credentials, it fails<\/a><\/li>\n\n\n\n<li><a href=\"#VPN\">Can I print when connected by VPN?<\/a><\/li>\n\n\n\n<li><a href=\"#scan\">I\u2019m not receiving the emails with my scanned documents<\/a><\/li>\n<\/ul>\n\n\n\n<p><span style=\"text-decoration: underline\"><strong>Mac<\/strong><\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#firewall\">My device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#hold\">I\u2019m getting a \u201cHold for Authentication\u201d error when I send a document to print<\/a><\/li>\n\n\n\n<li><a href=\"#paper\">The printer is out of paper<\/a><\/li>\n\n\n\n<li><a href=\"#firewall\">My device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#queue\">The file I submitted isn\u2019t showing up in the print queue<\/a><\/li>\n\n\n\n<li><a href=\"#release\">I released my print job, but nothing came out<\/a><\/li>\n\n\n\n<li><a href=\"#cut\">My document was cut off, or printed too small on the page<\/a><\/li>\n\n\n\n<li><a href=\"#red\">There\u2019s a flashing red light on the side of the screen<\/a><\/li>\n\n\n\n<li><a href=\"#jam\">There\u2019s a paper jam<\/a><\/li>\n\n\n\n<li><a href=\"#black\">The printer screen is black<\/a><\/li>\n\n\n\n<li><a href=\"#grey\">There is a grey error box telling me to contact the administrator<\/a><\/li>\n\n\n\n<li><a href=\"#cc\">I have money on my Campus Card, but CU on the GO says I have $0.00<\/a><\/li>\n\n\n\n<li><a href=\"#unrecognized\">When I swipe my Campus Card, it says it\u2019s unrecognized and I need to link it to my account, but when I enter my MC1 credentials, it fails<\/a><\/li>\n\n\n\n<li><a href=\"#VPN\">Can I print when connected by VPN?<\/a><\/li>\n\n\n\n<li><a href=\"#scan\">I\u2019m not receiving the emails with my scanned documents<\/a><\/li>\n<\/ul>\n\n\n\n<p><span style=\"text-decoration: underline\"><strong>Android<\/strong><\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#firewall\">My device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#paper\">The printer is out of paper<\/a><\/li>\n\n\n\n<li><a href=\"#firewall\">My device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#powers\">My Android device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#queue\">The file I submitted isn\u2019t showing up in the print queue<\/a><\/li>\n\n\n\n<li><a href=\"#release\">I released my print job, but nothing came out<\/a><\/li>\n\n\n\n<li><a href=\"#cut\">My document was cut off, or printed too small on the page<\/a><\/li>\n\n\n\n<li><a href=\"#red\">There\u2019s a flashing red light on the side of the screen<\/a><\/li>\n\n\n\n<li><a href=\"#jam\">There\u2019s a paper jam<\/a><\/li>\n\n\n\n<li><a href=\"#black\">The printer screen is black<\/a><\/li>\n\n\n\n<li><a href=\"#grey\">There is a grey error box telling me to contact the administrator<\/a><\/li>\n\n\n\n<li><a href=\"#cc\">I have money on my Campus Card, but CU on the GO says I have $0.00<\/a><\/li>\n\n\n\n<li><a href=\"#unrecognized\">When I swipe my Campus Card, it says it\u2019s unrecognized and I need to link it to my account, but when I enter my MC1 credentials, it fails<\/a><\/li>\n\n\n\n<li><a href=\"#VPN\">Can I print when connected by VPN?<\/a><\/li>\n\n\n\n<li><a href=\"#scan\">I\u2019m not receiving the emails with my scanned documents<\/a><\/li>\n<\/ul>\n\n\n\n<p><span style=\"text-decoration: underline\"><strong>Windows<\/strong><\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#firewall\">My device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#paper\">The printer is out of paper<\/a><\/li>\n\n\n\n<li><a href=\"#firewall\">My device isn\u2019t finding the CUontheGO printer<\/a><\/li>\n\n\n\n<li><a href=\"#queue\">The file I submitted isn\u2019t showing up in the print queue<\/a><\/li>\n\n\n\n<li><a href=\"#release\">I released my print job, but nothing came out<\/a><\/li>\n\n\n\n<li><a href=\"#cut\">My document was cut off, or printed too small on the page<\/a><\/li>\n\n\n\n<li><a href=\"#red\">There\u2019s a flashing red light on the side of the screen<\/a><\/li>\n\n\n\n<li><a href=\"#jam\">There\u2019s a paper jam<\/a><\/li>\n\n\n\n<li><a href=\"#black\">The printer screen is black<\/a><\/li>\n\n\n\n<li><a href=\"#grey\">There is a grey error box telling me to contact the administrator<\/a><\/li>\n\n\n\n<li><a href=\"#cc\">I have money on my Campus Card, but CU on the GO says I have $0.00<\/a><a id=\"paper\"><\/a><\/li>\n\n\n\n<li><a href=\"#unrecognized\">When I swipe my Campus Card, it says it\u2019s unrecognized and I need to link it to my account, but when I enter my MC1 credentials, it fails<\/a><\/li>\n\n\n\n<li><a href=\"#VPN\">Can I print when connected by VPN?<\/a><\/li>\n\n\n\n<li><a href=\"#scan\">I\u2019m not receiving the emails with my scanned documents<\/a><\/li>\n<\/ul>\n\n\n\n<h3 id=\"the-printer-is-out-of-paper\" class=\"wp-block-heading\"><strong>The printer is out of paper<\/strong><\/h3>\n\n\n\n<p>There are 2 possible causes:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><a id=\"firewall\"><\/a>Your document is set up in a non-supported page size. CU on the GO printers all stock 8.5\u00d711 (letter), 8.5\u00d714 (legal), and 11\u00d717 (ledger\/tabloid) 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 \u2013 do so, then press start and your document should print! <a id=\"iphone\"><\/a>Alternatively, you can edit the source document to be on one of these page sizes, and resubmit.<\/li>\n\n\n\n<li>The printer is actually out of paper. The easiest thing to do is <a href=\"https:\/\/carleton.ca\/cuonthego\/locations\/\">visit another CU on the GO device on campus<\/a>. If you could also let <a href=\"https:\/\/carleton.ca\/cuonthego\/support\/report-problem-cu-go\/\">The Print Shop know<\/a> about the issue, it would be appreciated.<\/li>\n<\/ol>\n\n\n\n<h3 id=\"my-computer-isnt-finding-the-cuonthego-printer\" class=\"wp-block-heading\">My computer isn\u2019t finding the CUontheGO printer<\/h3>\n\n\n\n<p>Common solutions to not seeing the CUontheGO printers from your computer include temporarily disabling your Firewall and\/or your antivirus software, as these typically block the connection to our print servers.<\/p>\n\n\n\n<h3 id=\"my-iphone-ipad-isnt-finding-the-cuonthego-printer\" class=\"wp-block-heading\">My iPhone\/iPad isn\u2019t finding the CUontheGO printer<\/h3>\n\n\n\n<p>There are two known reasons for this to happen.<\/p>\n\n\n\n<p><strong>1. Cloud+, Private Relay, and issues with CUontheGO<\/strong><\/p>\n\n\n\n<p>If you are an iCloud + subscriber using iCloud Private Relay to protect your privacy on your Apple devices, you will not be able to connect to CUontheGO printers. To print from an Apple device using Private Relay, toggle off Private Relay under iCloud settings, and CUontheGO will pop up as an available printer again.<\/p>\n\n\n\n<p><strong>2. Wifi issues<\/strong><\/p>\n\n\n\n<p>We\u2019ve had occasional reports of iPhones not being able to see the CUontheGO print service due to Wifi issues. Here\u2019s how to fix it:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Go to \u201csettings\u201d<\/li>\n\n\n\n<li>Click \u201cgeneral\u201d<a id=\"queue\"><\/a><\/li>\n\n\n\n<li>Click \u201ctransfer or reset phone\u201d<\/li>\n\n\n\n<li>Click \u201creset\u201d<\/li>\n\n\n\n<li>Click \u201cReset network settings\u201d<\/li>\n<\/ol>\n\n\n\n<p>Note an alternative and potentially less drastic way to reconnect to the printer might be to just force your device to forget the CU Wireless network (and then manually reconnect), but this has not yet been tested.<\/p>\n\n\n\n<p><strong>3. <\/strong><strong>The file I submitted isn\u2019t showing up in the print queue<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Please note that you&nbsp;<strong>must<\/strong> <strong>be connected to the CU Wireless wifi network<\/strong> in order to submit print jobs<\/li>\n\n\n\n<li>Please ensure that the paper size used in the print driver (see below for examples) is set to one of our 3 supported sizes. If it is not, it won\u2019t appear in the print queue.<br><table style=\"border-collapse: collapse;width: 100%\"><tbody><tr><td style=\"width: 50%\"><br><p style=\"text-align: center\">iOS<\/p><br><figure><img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-410 aligncenter hoverZoomLink\" src=\"https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/iOS-Mobility-Print-Paper-Size-400x239.png\" width=\"400\" height=\"239\" alt=\"\" srcset=\"https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/iOS-Mobility-Print-Paper-Size-400x239.png 400w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/iOS-Mobility-Print-Paper-Size-300x179.png 300w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/iOS-Mobility-Print-Paper-Size-768x458.png 768w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/iOS-Mobility-Print-Paper-Size-1400x835.png 1400w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/iOS-Mobility-Print-Paper-Size-700x417.png 700w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/iOS-Mobility-Print-Paper-Size.png 1536w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/img><\/figure><br><p style=\"text-align: center\">Android<\/p><br><figure><img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-409 aligncenter hoverZoomLink\" src=\"https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Android-Mobility-Print-Paper-Size-400x376.jpg\" width=\"400\" height=\"376\" alt=\"\" srcset=\"https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Android-Mobility-Print-Paper-Size-400x376.jpg 400w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Android-Mobility-Print-Paper-Size-1024x963.jpg 1024w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Android-Mobility-Print-Paper-Size-300x282.jpg 300w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Android-Mobility-Print-Paper-Size-768x722.jpg 768w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Android-Mobility-Print-Paper-Size-700x659.jpg 700w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Android-Mobility-Print-Paper-Size.jpg 1080w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/img><\/figure><\/td><\/tr><\/tbody><\/table><br><\/li>\n\n\n\n<li>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.<\/li>\n\n\n\n<li>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!<\/li>\n\n\n\n<li>You may be using a non-supported file type. Here are the file types supported by our system:\n<ul class=\"wp-block-list\">\n<li>Microsoft Office (doc, docx, xls, xlsx, ppt, pptx)<\/li>\n\n\n\n<li>Adobe PDF<\/li>\n\n\n\n<li>Image files (JPG, GIF, PNG, BMP, TIFF)<\/li>\n\n\n\n<li><a id=\"release\"><\/a>Web pages (HTML, HTM)<\/li>\n\n\n\n<li>Text files (txt, rtf)<\/li>\n\n\n\n<li>OpenOffice (.odt, .ods, .odp)<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>iOS 17 \u2013 There is a known issue with older versions of iOS 17 that currently prevents it from finding CU on the GO. Version 17.2 of iOS corrects this issue, so updating your phone should allow you to print to CU on the GO. <a id=\"ios\"><\/a><\/li>\n<\/ol>\n\n\n\n<h3 id=\"i-released-my-print-job-but-nothing-came-out\" class=\"wp-block-heading\"><strong>I released my print job, but nothing came out<\/strong><\/h3>\n\n\n\n<p>Please note that your document will not print if the <a href=\"https:\/\/www.dummies.com\/computers\/operating-systems\/windows-xp-vista\/how-to-change-the-read-only-attribute-on-files-and-folders\/\">file is set to \u201cread-only\u201d<\/a>, is password-protected, or if the file is in <a href=\"https:\/\/support.office.com\/en-us\/article\/what-is-protected-view-d6f09ac7-e6b9-4495-8e43-2bbcdbcb6653\">Microsoft\u2019s \u201cProtected View\u201d<\/a>. Click the links for possible solutions. <a id=\"cut\"><\/a>Please note that you will not be charged for print jobs that don\u2019t actually print. If you feel that you were incorrectly charged, you can request a refund via the form found on our <a href=\"https:\/\/carleton.ca\/cuonthego\/support\/\">support page<\/a>.<\/p>\n\n\n\n<h3 id=\"my-document-was-cut-off-or-printed-too-small-on-the-page\" class=\"wp-block-heading\">My document was cut off, or printed too small on the page<\/h3>\n\n\n\n<p>There\u2019s likely a difference between the \u201cnative\u201d paper size (i.e. the paper size that\u2019s selected in whatever program you\u2019re using, e.g. Word) and the paper size in CU on the GO print driver. Both paper sizes should be the same, otherwise your document either won\u2019t print correctly, or won\u2019t print at all. For example, if your native paper size is larger than your CU on the GO print driver paper size, your document will be cut off. <a id=\"red\"><\/a>Conversely, if your native paper size is smaller than your CU on the GO print driver paper size, your document will print smaller than intended. Lastly, if the CU on the GO print driver paper size is anything other than letter, legal or ledger\/tabloid, your document won\u2019t print at all.<\/p>\n\n\n\n<h3 id=\"theres-a-flashing-red-light-on-the-side-of-the-screen\" class=\"wp-block-heading\"><strong><a id=\"jam\"><\/a>There\u2019s a flashing red light on the side of the screen<\/strong><\/h3>\n\n\n\n<p>If you are in the library, please visit the ITS Service Desk on the 4<sup>th<\/sup> floor and they\u2019ll help you out. For all other locations, <a href=\"https:\/\/carleton.ca\/cuonthego\/support\/report-problem-cu-go\/\">please let The Print Shop know<\/a>.<\/p>\n\n\n\n<h3 id=\"theres-a-paper-jam\" class=\"wp-block-heading\"><strong><a id=\"black\"><\/a>There\u2019s a paper jam<\/strong><\/h3>\n\n\n\n<p>The easiest thing to do is <a href=\"https:\/\/carleton.ca\/cuonthego\/locations\/\">visit another CU on the GO device on campus<\/a>. If you could also let <a href=\"https:\/\/carleton.ca\/cuonthego\/support\/report-problem-cu-go\/\">The Print Shop know<\/a><strong>&nbsp;<\/strong>about the issue, it would be appreciated.<\/p>\n\n\n\n<h3 id=\"the-printer-screen-is-black\" class=\"wp-block-heading\"><strong>The printer screen is black<\/strong><\/h3>\n\n\n\n<p><a id=\"grey\"><\/a>Our machines go into standby mode to save power if not used for a while. Simply press the \u201cstart\u201d button to wake it up. If the printer does not wake up and you\u2019re in the library, please visit the ITS Service Desk on the 4<sup>th<\/sup> floor and they\u2019ll help you out. For all other locations, <a href=\"https:\/\/carleton.ca\/cuonthego\/support\/report-problem-cu-go\/\">please let The Print Shop know<\/a>.<\/p>\n\n\n\n<h3 id=\"there-is-a-grey-error-box-telling-me-to-contact-the-administrator\" class=\"wp-block-heading\"><strong><a id=\"cc\"><\/a>There is a grey error box telling me to contact the administrator<\/strong><\/h3>\n\n\n\n<p>If you are in the library, please visit the ITS Service Desk on the 4<sup>th<\/sup> floor and they\u2019ll help you out. For all other locations, <a href=\"https:\/\/carleton.ca\/cuonthego\/support\/report-problem-cu-go\/\">please let The Print Shop know<\/a>.<\/p>\n\n\n\n<h3 id=\"i-have-money-on-my-campus-card-but-cu-on-the-go-says-i-have-0-00\" class=\"wp-block-heading\"><strong>I have money on my Campus Card, but CU on the GO says I have $0.00<\/strong><\/h3>\n\n\n\n<p>You may have an offline balance being stored in CU on the GO that\u2019s greater than your current Campus Card balance.<\/p>\n\n\n\n<p>Occasionally, the Campus Card system goes offline for maintenance, system upgrades, etc. During these periods, CU on the GO continues to function but stores all transactions in a separate offline account. Once Campus Card is back online, the next time you use CU on the GO, it will attempt to upload your offline balance to the Campus Card system.<a id=\"hold\"><\/a><\/p>\n\n\n\n<p>If your offline balance is greater than your current Campus Card balance,&nbsp;you will not be able to do any printing until you add enough&nbsp;funds to your Campus Card to cover the offline balance and the cost of your current transaction.<\/p>\n\n\n\n<h3 id=\"im-getting-a-hold-for-authentication-error-when-i-send-a-document-to-print\" class=\"wp-block-heading\">I\u2019m getting a \u201cHold for Authentication\u201d error when I send a document to print<\/h3>\n\n\n\n<p>The most common cause of the \u201cHold for Authentication\u201d error is entering the username and password incorrectly. you should first attempt to re-enter your MyCarletonOne credentials by clicking the refresh <img decoding=\"async\" title=\"\" src=\"https:\/\/www.papercut.com\/kb\/uploads\/Main\/refresh_logo.png\" alt=\"\">button. If the problem was due to an incorrect username or password, the job should go through with the correct credentials after reentry.<\/p>\n\n\n\n<p><span style=\"font-weight: 400\">To resolve this error on a Mac computer:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400\">Press the refresh button on the print job in the print queue:<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"196\" src=\"https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145308-400x196.png\" alt=\"Image of mac print window, showing button to refresh print job\" class=\"wp-image-491\" srcset=\"https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145308-400x196.png 400w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145308-300x147.png 300w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145308-768x377.png 768w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145308-700x343.png 700w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145308.png 854w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p><span style=\"font-weight: 400\"><a id=\"unrecognized\"><\/a>Type in your correct MyCarletonOne username &amp; password:<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"193\" src=\"https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145330-400x193.png\" alt=\"Image of login window on a mac\" class=\"wp-image-490\" srcset=\"https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145330-400x193.png 400w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145330-300x145.png 300w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145330-768x370.png 768w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145330-700x337.png 700w, https:\/\/carleton.ca\/cuonthego\/wp-content\/uploads\/sites\/68\/Screenshot-2024-01-17-145330.png 853w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<h3 id=\"when-i-swipe-my-campus-card-it-says-its-unrecognized-and-i-need-to-link-it-to-my-account-but-when-i-enter-my-mc1-credentials-it-fails\" class=\"wp-block-heading\">When I swipe my Campus Card, it says it\u2019s unrecognized and I need to link it to my account, but when I enter my MC1 credentials, it fails<\/h3>\n\n\n\n<p><a id=\"VPN\"><\/a>This likely means that your Campus Card is no longer readable by the printer, and you need to visit the Campus Card office. They will test your card, and if it\u2019s the<a id=\"hold\"><\/a> source of the issue, they will get you a free replacement. In the meantime, you can still log in by typing in your MC1 credentials (without swiping the card first) to print your document(s).<\/p>\n\n\n\n<h3 id=\"can-i-print-when-connected-by-vpn\" class=\"wp-block-heading\"><a id=\"scan\"><\/a>Can I print when connected by VPN?<\/h3>\n\n\n\n<p>Yes, in principle you can print to CU on the GO when connected to Carleton\u2019s network via Carleton\u2019s supported VPN. However, some users experience issues doing this, at which point we recommend you <a href=\"https:\/\/carleton.ca\/its\/contact\/\">contact the ITS service desk<\/a> for support.<\/p>\n\n\n\n<h3 id=\"im-not-receiving-the-emails-with-my-scanned-documents\" class=\"wp-block-heading\">I\u2019m not receiving the emails with my scanned documents<a id=\"powers\"><\/a><\/h3>\n\n\n\n<p>By default the emails containing your scanned documents will be sent to your cmail email address, but if you work for Carleton in any capacity, they may get sent to your work email address (i.e. cunet email), so please check any\/all Carleton email addresses you have!<\/p>\n\n\n\n<h3 id=\"my-android-device-isnt-finding-the-cuonthego-printer\" class=\"wp-block-heading\">My Android device isn\u2019t finding the CUontheGO printer<\/h3>\n\n\n\n<p>If your Android device can\u2019t find the CUontheGO printer, please disable any power-saving features you have enabled.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Below are some of the most common issues we hear about, and what to do about them! If you continue to have problems using CUontheGO after reviewing these steps, please contact us through our chatbot, or contact the ITS Service Desk directly. iOS Mac Android Windows The printer is out of paper There are 2 [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":266,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_cu_dining_location_slug":"","footnotes":"","_links_to":"","_links_to_target":""},"cu_page_type":[19],"class_list":["post-408","page","type-page","status-publish","hentry","cu_page_type-general"],"acf":{"cu_post_thumbnail":""},"_links":{"self":[{"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/pages\/408","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/comments?post=408"}],"version-history":[{"count":5,"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/pages\/408\/revisions"}],"predecessor-version":[{"id":622,"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/pages\/408\/revisions\/622"}],"up":[{"embeddable":true,"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/pages\/266"}],"wp:attachment":[{"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/media?parent=408"}],"wp:term":[{"taxonomy":"cu_page_type","embeddable":true,"href":"https:\/\/carleton.ca\/cuonthego\/wp-json\/wp\/v2\/cu_page_type?post=408"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}