HuskyPrint for Students: Troubleshooting Printing Issues

Introduction

ITS in the process of implementing a new printing solution for students, Pharos Cloud, which will go live for students in mid-August. Prior to the launch of this new service, students can download the app and log in so they are ready to print in fall semester.

This article outlines common issues students may encounter as they begin using the new printing service. If you run into any problems, please try the troubleshooting steps below. These may help you resolve the issue quickly on your own. If the problem persists after troubleshooting, please contact HuskyTech for further assistance.

Instructions

1. Ensure the printer you are trying to print from is a HuskyPrint printer
   1. Make sure the printer you are using has a QR code on it; all HuskyPrint printers have a QR code 
   2. A list of HuskyPrint printers and their locations/capabilities is available on the Knowledge Base
2. Ensure you have properly uploaded your document(s) to the HuskyPrint web portal 
   1. Properly uploaded documents that have not yet been printed should appear in your web portal and your app 
   2. If they are not there, try re-uploading the documents 
   3. Instructions for uploading documents are available on the Knowledge Base 
3. If you are trying to release documents using the mobile app: 
   1. Ensure you have the proper app setup and are logged in with the proper credentials
      1. Ensure you have the proper app installed: Pharos Secure Release app (not Pharos Print or another app) 
      2. Once you verify you have the proper app installed, ensure you are signed in with the correct username and password:
         1. Proper Username: YourStarID@go.minnstate.edu 
         2. Proper Password: Your StarID password 
      3. Note that the username is different from your email address (@go.minnstate.edu not @go.stcloudstate.edu) 
      4. Try logging out and logging back in using the proper credentials, if needed 
      5. Instructions for downloading and logging into the app is available on the Knowledge Base 
   2. Ensure you are using the in-app QR code scanner, not a phone/mobile device camera 
      1. To release prints using a phone/mobile device, you must use the QR code scanner built into the Pharos Secure Release app 
      2. Instructions for releasing prints using the in-app scanner are available on the Knowledge Base 
4. If you are trying to release documents using a passcode:
   1. Ensure you use a passcode release-capable printer
      1. ​​​​​​​Only a couple of printers have the passcode release option available
         1. The passcode release-capable printers have a built-in screen that allow you to enter in your credentials (printers without this do not offer passcode release) 
      2. You can check for passcode release device locations on the Knowledge Base 
   2. E​​​​​​​​​​​​​​​​​​​​​​​​​​​​nsure you are logging in with the proper username and the most recent system-provided passcode (not your StarID password) 
      1. Your username is YourStarID@go.minnstate.edu (not @go.stcloudstate.edu)
      2. You must use the most recent passcode issued to you by the system to log in
      3. If you cannot locate your passcode, reset your passcode to generate a new one
5. If the above steps do not resolve the issue or if you are receiving a printing error, try printing at another printer 
6. If you continue to have issues, please contact HuskyTech or submit a ticket with the following information: 
   1. Screenshots of any error messages
   2. Your StarID 
   3. Time of incident 
   4. Device details (printer location, etc.) 
   5. Troubleshooting steps you tried
   6. Any other noteworthy details that may help a technician identify and resolve your issue