Here are some Frequently Asked Questions about printing and copying.

How to use cloud printing?

There are two ways to use the cloud printing service in the University:

The first is web printing. Upload the file at eprinting.cuhk.edu.cn (campus network is required) and then print;

The second is driver printing. After installing the print driver on the device (PC/Mac), you can directly print in the editing software/PDF reader.

For the first time using the cloud printing service, you need to bind the user account with ITSO official WeChat account; Please top up your account after binding and make sure you have enough balance before printing.

Why can’t I access the cloud printing?

The cloud printing platform is only accessible by using the campus network. The reasons for being unable to access may be:

• The computer is not connected to the campus network;
• A fixed DNS is set instead of using the DNS automatically obtained. In this case, you need to clear the fixed DNS;
• VPN or proxy is turned on, in this case, you need to turn off the VPN or proxy.

How to view consumption and recharge details?

In the ITSO official WeChat account, from the bottom menu -> Printing Service -> User Center, click on “Consumption Details” and “Recharge Details” to view your printing consumption details and recharge details.

Option and recharge details?

“You have no balance, please retry after recharge.”

This prompt indicates that the account balance is insufficient and printing is not possible. Please recharge the balance first.

Can I get a refund if I have a balance left?

According to the WeChat payment policy, the amount recharged and not consumed within one year can be applied for a refund, and the amount over one year cannot be refunded!

The balance that has not been consumed in the cash account can be applied for a refund through User Center -> Refund Request.

It takes about 30 minutes from the initiation of the refund request to the actual arrival of the account, and the balance will be credited in real-time. It may vary from bank to bank and usually takes no more than 24 hours.

Refunds will be returned through the original recharge channel. If there are multiple recharges, the refund may be returned in multiple transactions.

What is frozen balance?

Frozen funds are generated because print jobs have been uploaded or submitted via a driver, but have not yet been released for paper.  These print jobs in the queue will generate frozen funds.

There are several ways to release these frozen funds:

• Swipe and print at the printer to release the paper;
• Delete the print job, cancel the print (you can open the cloud printing platform, delete the task, or log in to the printer and delete the task on the panel);
• Wait for 48 hours, and the system will automatically delete unprinted tasks.

Which formats are supported by cloud printing?

Currently supported print formats: WORD (doc, docx), EXCEL (xls, xlsx), PPT (ppt, pptx), PDF, JPG, PNG. File size is limited to 20M. 

If you need to print larger files, you can use the driver printing method.

Can it print in color?

The current print driver is set to default black and white printing, and both Windows and MacOS have the same default settings. 

When color printing is needed, you can adjust the settings in the print preferences:  

Windows Driver Preferences

MacOS Driver Preferences

How long can scanned files be saved?

Scanned files can be saved on the printer server for 168 hours. 

Tasks will be automatically deleted after this time. Please download the file in a timely manner.

How long will my print job be kept?

Print jobs are kept for 48 hours. After submitting a print job, please go to swipe and collect the print job within 48 hours, otherwise it will be automatically canceled by the system.

Printed PDF is not the original file?

This is because the uploaded PDF file contains an electronic signature or a form, and the cloud printing background cannot be compatible with this format of PDF. The solution is to open the file using Adobe Reader on the computer and then use the driver printing method.

What to do if you run out of paper during printing?

If you are in the library, please contact the librarian to add paper. If you are in another location, please add the paper yourself.

How to print on Linux system?

The Linux system only supports uploading jobs through the cloud printing web page. Please upload the job through the cloud printing web portal. If the Linux system does not have a graphical interface, it cannot print.

What to do if the printer is faulty?

When the printing device is faulty, the printer panel will display fault information and simple disposal measures. You may see one of the following two types of fault interfaces.

When encountering a fault, it is recommended to read the prompt information first:

• Whether it is within your ability to troubleshoot the fault, such as adding paper, pulling out jammed paper, closing the front cover or side cover of the device;
• Check the network connection of your computer, whether the network connection is normal, and whether it is connected to the university network;
• Look at the sections below in this document to see if there are instructions and countermeasures;

If none of the above solves the problem, please contact ITSO for support:

ITSO Service Desk /First Floor, TD

ITSO Hotline | 842-73333

Email | isupport@cuhk.edu.cn

Online Service Desk | https://itsm.cuhk.edu.cn