UCS Help and Known Issues
This page is provided to enable users of the UCS and associated services to diagnose some common issues. If the information on this page does not solve your problem please see the "Problems?" section on the right hand navigation pane of this page.
ID Card Help
What do I do if I forget / want to change my PIN?
If you forget your PIN you can get the PIN reset at any University branch Library.
What do I do if my ID card has expired?
Student ID cards are generally set to expire on an annual basis (usually at census date in first or second semester depending on your circumstances). The expiry is printed on the front of the card. If your card has expired then you will need to obtain a new card from Student Administration. Replacements for expired cards are provided free of charge.
What do I do if my ID card has been damaged?
If your ID card has been physically or magnetically damaged so that it no longer functions correctly you will need to obtain a new card from Student Administration. A small fee will be charged for the replacement of damaged ID cards.
What do I do if my ID card has been lost or stolen?
If you have lost your ID card you should report the loss to a branch Library Client Services Desk as soon as possible so the card can be "locked" and reported. Failure to do so means you may be liable for any costs or damages incurred by misuse of the card. Once the card has been reported, you will need to obtain a new card from Student Administration. Obtaining a new card will invalidate the old card. A small fee will be charged for the replacement of lost ID cards.
The above applies for stolen cards, however the fee will be waived if a police report is presented.
What do I do if my ID card is "locked"?
Cards can become locked if you incorrectly type your PIN several times in a card device. Your card can be unlocked by the Library or any cashier that will accept over the counter CAPS credits.
What do I do if my new ID card has incorrect details or is faulty?
If you have been presented with a new card and the card is faulty in some way, you will need to take the faulty card to Student Administration to obtain a new card. Replacement cards in the case of a fault will be issued for free. If you have recently changed your details, please allow at least 24 hours for processing before obtaining a new ID card.
Photocopying Help
My copy was poor quality or the machine jammed, what do I do?
It is best to contact the owner of the copier, such as the Library, to report a problem with a copier. They will be able to investigate the problem and take appropriate action to help you produce a good copy or provide a refund. If there are no local staff or none are available, please log a job through the IT Service Desk.
I was not prompted for a PIN, and my account balance appears as $3.50!
The CAPS device is operating in offline mode. This occurs when the network is active, but the CAPS server cannot be contacted. You may use the copier as normal, up to a limit of $3.50. The CAPS device will record your usage, and debit your CAPS account when the service returns to normal.
“Local Link down! See attendant.”
The CAPS Device is not connected to an active network. Report the problem to the Service Desk.
“Bad PIN Entered! Please Re-enter.”
The PIN entered is not the correct one for the card swiped.
My card is "locked", what does that mean?
A locked card usually indicates one of two things. The first is that the PIN has been mistyped several times and the system has locked the card as a security measure (see elsewhere on this page for how to get your card unlocked). The second reason is that your account may be open on another device (such as another copier).
Printing Help
Printer Problems
IMPORTANT! if for any reason your first attempt to print does not succeed DO NOT keep trying. This only makes the problem - whatever it is - worse and with the CAPS printing system you may end up paying for multiple printouts you don't want.
Have you entered your CAPS username and password correctly? It is the same as your login username and password. If you are unsure you need to come to the Library Client Services Desk on your campus with your student ID.
Are you sure that your computer is printing to the printer you want? What is the name of the printer in the print dialogue box when you select print?
Ensure that the printer is on and one green light is on. If a red/orange light is on then there is either a paper jam, it's out of paper or it's out of toner. Contact Service Desk or the local administrative staff.
Below are some common error messages you may see if you have a printing problem.
If you have a problem with a printer that you cannot resolve, please notify the IT Service Desk or the Library Client Services Desk. They may be able to provide a refund or print your document for you.
What should I do if my job didn't print properly and I was charged for it?
If the problem is simple such as a low ink cartridge or a jammed printer, then contacting the local staff is best (such as the staff in the Library for machines in the Library). They will be able to investigate the problem and take appropriate action. If there are no local staff or none are available, please log a job through the IT Service Desk.
Print is blank or incomplete with Adobe Acrobat (PDF)
If you are using Adobe Acrobat to print PDFs and find they are coming out blank or incomplete, it can be a good idea to try ticking "Print as image". In version 7 of Acrobat this option can be found under "Advanced" once you have selected to print the document.
“Print Job ‘yourdocname.doc’ failed: Search failed to find any users matching supplied ID"
This message will appear if you enter an invalid username. If you are sure you are typing the username correctly and the problem persists, there may be a problem with your username associated with your card. Contact the Service Desk.
“Print Job ‘yourdocname.doc’ failed: Invalid username or password.”
This message will appear if you enter an incorrect password.
“Print job yourdocname.doc failed: Billing ($x.xx) No accounts found for 'username'!”
The username does not match any active CAPS account. Contact the Service Desk.
“Print Job ‘yourdocname.doc’ failed: User name not supplied.”
(While the system is using emergency backup POP3 authentication.) This message will appear if you enter an incorrect password.
“Print Job ‘yourdocname.doc’ failed: User name ‘username’ not found or inactive!”
(While the system is using emergency backup POP3 authentication.) This message will appear if you enter an invalid username. If you are typing the username correctly and the problem persists, there may be a problem with your Pharos postoffice details or the username associated with your card. Contact the Service Desk.
“Print Job ‘yourdocname.doc’ failed: General error or POP3 server logon failed. Bad user name or password.”
(While the system is using emergency backup POP3 authentication.) Either the postoffice authentication server is offline, or there is a problem with your postoffice details. Contact the Service Desk.
“System error, please contact your Administrator. Would you like to view more details?” “Unable to load the questions from the popup server – The Pharos spool queue does not exist.”
The computer is attempting to print to a print queue that does not exist. This is a computer configuration problem and should be reported to the Service Desk. If this error occurs on your own laptop, you should uninstall the printer and reinstall it.
“Unable to connect to the popup server. Would you like to view more details?” “System error: Host is unreachable”
The print server cannot be contacted. This may be due to network problems or a scheduled server outage.
“Pharos Notify cannot be started as connection to the Database cannot be established.”
This message will appear at logon if the older version 5 client is installed, and the Notify client cannot start. This may be caused by network problems, or a scheduled server outage. You will not be able to CAPS print until you log off and on and Notify starts without errors.
Print and Photocopying Refunds
In the event that your print or copy is poor quality, the device jams or some other failure, you can apply for a CAPS refund.
To apply for a refund please contact the Service Desk via:
When logging a job, please include the following information:
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Your email username
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The name of the printer or print queue (it should be on the printer, eg: ITS-LIB-PRT1)
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The approximate date and time of the event
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No. of pages incorrectly charged, type of job (colour, A3, A4 duplex) or the cost of the job.
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The nature of the fault - eg: printer jam, low quality, out of toner etc.
The service desk will then put that information into a 'ticket' for the CAPS team to review. The person applying for the refund will be automatically notified of the ticket number (via an email to their UTAS email address) and will also be automatically notified of the resolution. The CAPS team typically will respond to a request for refund within a few hours of recieving the ticket.
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