Michigan State University IT Services Support website

Netprint: Frequently Asked Questions (FAQ) - TB23

This item provides information on these topics:

  1. Overview
  2. Who is eligible to use Print Services?
  3. How do I buy E-Tokens, how many do I need, and how much do they cost?
  4. My credit card (CashNet) purchase failed. Now what?
  5. Do E-Tokens expire when not used?
  6. Printing Single or Double-Sided
  7. My print job didn't come out right; how do I ask for credit?
  8. I meant to send my printing to a different printer, what can I do?
  9. What if I don't have enough E-Tokens to cover my printing?
  10. What if I have more E-Tokens than I need? What about an accidental purchase?
  11. How do I cancel a print job after I send it?
  12. I have a very large document to print. Is there a maximum number of pages that can be printed at once?
  13. Troubleshooting Advice
  14. Getting more help
  15. Can I print in color from my laptop?

Overview

This document provides answers to typical questions about using the MSU Netprint Service.

Who is eligible to use Print Services?

In short, any user with a valid MSU NetID.

Classroom computers automatically provide access to Netprint for logged in users. Click the "Available Printers" link under Help on the Netprint Service home page for locations.

Users can also access Netprint from their own properly configured computer. Refer to Netprint: Introduction and Support Article List for more information.

How do I buy E-Tokens, how many do I need, and how much do they cost?

E-Tokens cost five cents each and may be purchased in quantities of 100 or more.

To purchase E-Tokens online, log in to netprint.msu.edu using your MSU NetID and password, then click the Purchase E-Tokens link on the left of the Print Services page. The methods of purchase available to you are displayed. Depending on eligibility criteria, methods of purchase include one or more of the following. Follow the instructions online as presented:

  • Billed through Student Receivables (subject to eligibility for a receivables account).
  • Credit card (through CashNet)
  • Spartan Cash

Once you have purchased E-Tokens, they are associated with your MSU NetID, and you may use them to print to any Print Services printer.

One black-ink, single-sided, white paper, 8.5x11 inch page requires 1 E-Token per single-sided sheet to print. Double-sided (duplex) prints require 1 E-Token per side printed. Color laser prints require 8 E-Tokens per single-sided sheet or 8 E-Tokens per side for duplex prints.

Tabloid Print is also available in some locations (only in single-sided configuration at this time). Tabloid Print requires the following numbers of E-Tokens: One black-ink, single-sided, white paper, 11x17 inch page requires 2 E-Tokens per single-sided sheet to print. Color Tabloid prints require 16 E-Tokens per single-sided sheet.

More information on buying E-Tokens can be found in the Help topics section of the Print Services home page, under "Purchasing E-Tokens".

My credit card (CashNet) purchase failed. Now what?

A message such as "For security reasons we cannot process the order" displays when your credit card authorization fails. This typically occurs due to miskeyed information (card number, expiration date or CVV/security code mis-entered) or the billing information entered into CashNet does not match the billing information for your credit card.

Return to the CashNet service and correct the mis-entered data to proceed with your purchase.

Do E-Tokens expire when not used?

A positive balance of E-Tokens retains value and may be used as long as the NetID is active.

Printing Single or Double-Sided

Where double-sided printing is available, printers are set to print double-sided by default. The printer name in the print dialog box will reflect if a printer is available for single or double-sided printing.

How do I print single-sided if double-sided is the default?

  1. Open the print dialog box (Windows)
  2. Click on the Name selection for a drop-down menu of the printer choices and select single-sided E-Token.

Notes:
In Mac labs, when the print dialog displays choose "Layout" and adjust the "Two Sided" drop down option.

Be sure you have matched the settings in the software program you are printing from to match the the single-sided or double-sided selection in the print dialog. See the help pages for the program for specific instructions regarding settings for single-sided or double-sided printing.

An E-Token(s) is required for each printed side. A double-sided page with printing on the front and back requires twice the E-Tokens as a single printed side.

My print job didn't come out right; how do I ask for credit?

E-Token credits are given for prints damaged by printer error or other situations where the error was the fault of the printing system, not user error. To obtain your refund:

  • Collect your damaged pages from the printer and hold on to them until your credit request has been approved.
  • Fill out the Print Services E-Token Credit Request Form (also found at the Help link under the Print Services "Credit Request" Help topic).
  • You should receive notification within 24-48 hours (M-F). If your credit request is approved your account balance will be adjusted promptly.

In the case of printer malfunction such as a paper jam or an empty toner cartridge, call 517-353-3960 for assistance. The printers are physically secured, so you won't be able to address the problem yourself.

Note: Failing to log out of a computer classroom machine, or providing your NetID to another user would be considered "user error". If you do so and your E-Tokens are used as a result, no refund will be provided.

I meant to send my printing to a different printer, what can I do?

Always double-check which printer you've selected and how many copies you're printing before sending the print job to the printer. We can only give credit for printouts damaged by printer error.

What if I don't have enough E-Tokens to cover my printing?

If your print job requires more E-Tokens than you have in your account, your balance becomes overdrawn (negative balance). You will be unable to print again until you regain a positive balance by purchasing more E-Tokens.

What if I have more E-Tokens than I need? What about an accidental purchase?

E-Tokens purchased through Student Receivables may be refunded provided no portion of the purchase has been used.

How do I cancel a print job after I send it?

Print jobs sent from a classroom computer will normally print automatically and cannot be canceled.

If you have set Netprint up on your own computer:

  1. Log in to netprint.msu.edu
  2. Select the Delete icon that corresponds to the job you want to cancel.

I have a very large document to print. Is there a maximum number of pages that can be printed at once?

Yes. To prevent runaway print jobs, Netprint does not allow users to print more than 100 pages (sides) at once.

If your printing need exceeds 100 pages, please divide it up and send multiple print jobs to Netprint.

Troubleshooting Advice

Installation/setup issues

If a Netprint printer installed on your computer does not work correctly, remove/uninstall the both the printer and the LPR port if installed and repeat the installation steps.

Printing issues

If you log in to Netprint and do not have a print job pending, you may have exceeded the 15 minute time limit for the retention of a job in the queue.

Other issues can occur when the application program is not properly set up for available printer options (tabliod, duplex, etc).

Getting more help

If you need help with installation issues, contact IT Services Support at 517-432-6200 or come to the MSU Computer Help and Repair Center at 120 Computer Center.

If there is a problem with the printer such as low supplies or a paper jam, call the Classroom support line directly at 517-353-3960.

Can I print in color from my laptop?

Yes, if color printing is available in the location selected. You will need to do a separate Netprint set-up for color printing as well as the one for standard black and white.

Keywords for this Document

Netprint print classroom E-Token

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Date Last Modified: 1/9/2014 4:05:46 PM

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