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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.



Printing

1. How do I get support for a printer?

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

  • You are 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.
  • The printer is not printing for anyone in your department.

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

  • The printer prints with poor quality (crooked, faint, streaks).
  • The printer is making strange noise.
  • There is an error message that you cannot easily resolve.
How to Request Support from Staples or KM: Get Support for a Printer or Copier

2. How do I order printer paper?

Fill out a Printer Paper Order Form to order paper for an HP or Konica Minolta printer.

Note: 

    • Before you begin, take note of the printer ID or serial number found 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 about your paper order.

3. How do I request a printer?

Fill out a printer purchase form to request a printer.

Note:

      • IT staff will talk with you about your current printer arrangement and assess your needs. We may need to visit your office to review your team's workspace.
      • 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.

4. 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.

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

When a user is either not in a department cost center, or is in more than one, a pop-up window may appear asking for a department account number. If you see this, please do the following:

  1. Create a Pharos Cost Center Shortcut
  2. Confirm with your department cost center manager that they added you in the cost center more than 4 hours ago. *
  3. If an account does not appear after following steps 1-2, please contact the IT Helpdesk by calling 562.903.4740, emailing us at it.helpdesk@biola.edu or by coming to Tech Commons on the middle floor of the Library.

* It can take up to four hours for the Pharos system to process users added into cost centers.

6. Can I print from a personal computer?

Yes, users at Biola can print from a personal computer. You will need to install Biola's print management software on your computer. For more information, please see the Printing from a Personal Computer section on How to Print/Copy at Biola.

7. How do I remove the Pharos software from my computer?

The below instructions show how to remove the Pharos software from your computer.

Mac
  1. Navigate to the folder Macintosh HD > Library > Application Support > Pharos > Utilities.
  2. Double-click on the Uninstaller application.
  3. Follow the on-screen prompts to uninstall Pharos.
Windows
  1. Click on the magnifying glass on the bottom left of the screen.
  2. Search for and click on the Uninstall Pharos application.
  3. Follow the on-screen prompts to uninstall Pharos.

Copying

1. Can I send copies to an email address?

Yes, users can send copies in pdf format to their email address from HP copiers. For a step-by-step guide, please see Email a Scan from a HP Copier.

2. How do I update the address book on a HP copier?

Users can add email addresses to a HP copier so that they or all users can easily select it from a list. For more information, please see How to Update an HP Copier Address Book.

3. How do I scan using a Library Mac lab scanner?

The Mac lab (room 140) in the lower level of the library have tabletop scanners for student use. For a step-by-step guide on how to use them, please see How to Scan Using a Library Mac Lab Scanner.

Billing

1. How do I add funds to my account?

All users can add funds to their account online, and Biola students, staff, and faculty can also add funds in person at a print and copy fill station in the Student Union Building. Please see How to Add Funds to Your Account for more information.

2. How do I get a refund for an accidental department charge to a personal account?

If you forget to select "A Cost Center" on the copier, and inadvertently charge your personal account for printing or copying, IT can help get your money refunded and your print or copy job billed properly.

For more information, please see How to Get a Refund for Accidental Personal Charges.

3. Are departments billed for printing supplies?

The short answer is no.*
IT bills department accounts for the specific pages printed and charged against the account. We do not charge departments for the supplies brought to their office.

*  This is true for all printers managed by Biola's Pharos print management system.



4. How is printing charged?

Pharos is a print management system that manages printing at Biola. Users tell Pharos which account (personal or departmental) they want to charge for a print job. IT will bill the account the user chose based on the number of pages* printed.

Departments manage which users can charge department accounts for printing through access groups called Pharos Cost Centers.

Note: IT installs Pharos on every Biola-owned computer. To install Pharos on a personal computer please see How to Print/Copy at Biola.

* For billing purposes, a double-sided print counts as two pages.

5. What is a Cost Center?

A cost center is an account in Biola's print management system (Pharos) connected to a department billing account. When printing, users tell Pharos which cost center they want IT to charge for their print job. IT will bill the account the user chose based on the number of pages* printed.
Departments manage which employees can bill printing to their accounts.

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

To add/remove users into/out of a department cost center, please see How to Update Users in a Pharos Cost Center.


General

1. What do I do with old printer toner cartridges?

Departments must either recycle old printer toner cartridges for Biola-owned printers and copiers. For more information, please see Recycle Old Printer Toner Cartridges

2. Where can I print and copy at Biola?

Department Printing:

  • Faculty/Staff print and copy stations are located in department common areas.

Personal Printing:

LocationPrint / Copy

Library Middle Level

Print and Copy

Student Union Building

Print and Copy


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