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Frequently Asked Questions


Introduction

This page includes frequently asked questions related to the Print and Copy service and provides self-help instructions to fulfill the request. If you would like assistance with any instructions linked to from this page, please come to the IT Helpdesk, email us at it.helpdesk@biola.edu or give us a call at 562.903.4740 and we would be happy to walk you through the processes.



1. Are departments billed for printing supplies?

The short answer is no*.
The longer answer is departments are only billed for the specific pages printedthe cost of toner, paper, staples, etc. are covered in the per page** cost of printing (listed in the Pharos printing billing report sent to cost center managers).

*  This is true for all printers that print through Biola's Pharos management system.

** For billing purposes, a double-sided print counts as two pages as two sides of the page have been printed on with toner.

2. How is printing charged?

Biola printing is managed by a print management system called Pharos. It allows users to indicate which account (personal or departmental) should be billed for each print job made. IT then bills the appropriate account based on the numbers of pages* printed.

Pharos also allows departments to manage the access groups that authorize users to indicate when and which specific cost center should be billed for printing.

Note: Pharos software is installed on every Biola-owned computer and can be installed on to personal computers for Faculty/Staff/Students (for more information, see our How to Print/Copy at Biola).


* For billing purposes, a double-sided print counts as two pages as two sides of the page have been printed on with toner.

3. How do I add/remove Cost Center users?

To add/remove users into/out of a department cost center, please see our Department Cost Center Information page.

4. How do I get support for a printer?

You should call IT for printer support in any of the following cases:

  • You're the only person affected by the printer issue.
  • You know/suspect the problem is related to the way your computer interacts with your printer.
  • You need a printer driver installed on your computer.

You should contact Staples or Konica Minolta (KM) in any of the following cases:

  • The printer isn't working for anyone.
  • There is an error message that you can't easily resolve.
How to Request Support from Staples or KM: Get Support for a Printer or Copier

5. How do I order printer paper?

To order paper for an HP or Konica Minolta printer, please submit a paper order form: Printer Paper Order Form Link

Note: 

      • Before you begin, take note of the printer ID or serial number located on the front of your printer.
      • Central Stores will deliver the paper within 24 hours.
      • You may contact Central Stores at x5802 with any questions regarding your paper order.

6. How do I request a printer?

Fill out a printer purchase form to request a printer: Printer Request Form Link

Note:

      • IT staff  will talk with you about your current printer arrangement and assess your needs. An office visit may be required to review your team's work space.
      • IT will recommend the quantity and types of printers that will meet your department's printing needs at the lowest cost.

        If you would like a printer assessment (without ordering a new printer), contact the IT Operations Manager at itoperations@biola.edu.

7. What is a Cost Center?

A cost center is an account in Biola's print management system (Pharos) that is connected to a specific department account/org/fund. When a print job is sent to a Pharos-managed printer on a computer with the Pharos software installed, the user can indicate which department cost center should be billed for the printout.

It also allows departments to manage the access groups that authorize which users can indicate which cost center should be billed for specific print jobs.

8. What printer supplies do I need to order for a department printer/copier?

Departments DO need to order the following printing supplies:

  • Printer/copier paper.
  • Copier staples.
  • Waste Toner Boxes.

Departments DO NOT need to order the following printing supplies:

  • Printer/copier toner.

9. Why am I asked to enter a department account number when I print?

When a user is either not in a Pharos cost center or is in more than one, he/she may encounter a pop-up window asking tot enter a department account number. If this is the case, please do the following:

  1. Enter the asterisk key in the textbox and press enter (e.g. → *).
    • If you are in more than one cost center or are using a PC, you may see department accounts appear in the pop-up window. If this is the case, you should create Pharos Cost Center shortcuts using the following documentation: How to Create Shortcuts for Pharos Cost Centers
  2. Confirm with your department cost center manager that you are still added in the cost center and were added more than 4 hours prior.
    • It may take up to 4 hours before an addition into a department cost center fully takes affect.
  3. If step 2 is unsuccessful, please contact the IT Helpdesk by calling 562.903.4740, emailing us at it.helpdesk@biola.edu or by coming to the Helpdesk in Metzger Lower East.
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