System is down!Using Netprint with a personal laptop
Overview of Computer Workstations
Common Problems with Computer Workstations
Wireless Access (personal laptops)
Ethernet Access (personal laptops)
System is down!
The system is down when the Library Catalog or Library Gateway is unusable by anyone, not when an individual resource or workstation isn't working. Test whether the problem is limited to one workstation or group of workstations, one resource or all resources.
If the entire system is down, call Network Operations at 5-9900. Tell them you are calling to report that the Library Gateway or Library Catalog (Voyager) is down. Network Operations will contact the Emergency On-Call person for library systems.
Note: If the Library Gateway is down and you are unable to connect to databases, use the Library Catalog to call up the catalog record for the database. The catalog record will have a URL to connect to the database. You should still call Network Operations (NOC) to report the problem with the Gateway.
If users report a problem with an individual database, or with connecting from off-campus, direct them to fill out a "Problems Connecting" report. The link to the problems connecting report can be found on the the Library Gateway, lower left-hand side of page.
Computer Workstations, Overview
Olin Library
| Library Research Workstations |
There are 12 sit-down workstations, located directly opposite the Reference Desk, and three sit-down workstations in the public area just behind the Reference Desk (for a total of 15), dedicated for Library Research, only. These workstations DO NOT provide access to email or to the Microsoft Office suite of applications. This is necessary to ensure that users can gain access to the library catalog and databases. These workstations can be identified by the light green strip across the top of the monitor.
| Library Research Workstations + Email |
There are also 3 stand-up workstations in the public area just behind the reference desk. These workstations do not include the Microsoft Office suite, however, they will allow e-mail. Open the Library Catalog and enter the URL for webmail in the address window -- http://webmail.cornell.edu . These workstations can be identified by the light blue strip across the top of the monitor.
| Full Productivity Workstations |
There are an additional 22 sit-down workstations that offer Bear Access (including e-mail), and Microsoft Office, including Word, PowerPoint, Excel and Access. These workstations also allow downloading to floppy disk, or CD-RW. These workstations can be identified by the light red strip across the top of the monitor.
There are more computers with Microsoft Office and Bear Access available in Uris Library.
A note about public workstations:
Since these are public computers with multiple users, the desktop is cleared off after each re-boot. This is necessary to protect user privacy and computer functionality. Users should either save their work to the "Temp" folder on the desktop (Temporarily Save Your Documents Here), which preserves their work temporarily in case the computer crashes, or to their own floppy disk or CD.
The computers in the ETC, the room behind the reference desk, are restricted to viewing the CDROMS housed in the ETC. If a user needs to use a CDROM in the ETC, they will need to be logged into the computer by a Librarian, Reference Assistant or Student Information Assistant. If no one from Reference is available, Access Services staff can find the password in the Access Services keybox (behind the Circ desk). Please do not give out this password to users. Thanks!
Uris Library
Note: In Uris Library, there are library computer workstations and CIT (Cornell Information Technologies) computer workstations in various locations. We may be able to troubleshoot the library workstations. Problems with the CIT workstations should be referred to the CIT Lab in Uris.
Many of the workstations throughout Uris Library (Dean Room, Austen Room, "Fish Bowl" on the Gallery Level, the computer lab and the dual-use Instructional Classroom and Computer Lab) are equipped with Bear Access (email, Just the Facts, etc) and Microsoft Office (including Word, Excel, and PowerPoint).
In Uris Library, there are six stand-up workstations that do not have Bear Access and Microsoft Office. This is necessary to ensure that users can gain access to the Course Reserve database and Library Catalog.
CIT workstations
In addition, in the North Alcove of the Dean Room, there are a number of Email Express workstations provided by CIT. These workstations do not have Microsoft Office and have limited functionality. If a user runs into problems with these machines, they should switch to a Productivity workstation (light pink strip across the top of the monitor). In most cases, problems with these workstations should be referred to the CIT lab.
Finally, CIT provides a number of stand-up workstations in the Gallery area of Uris that primarily offer Bear Access. In most cases, problems with these workstations should be referred to the CIT lab.
Common problems with Computer Workstations:
Computer Freezes and won't re-boot.
This is very common. The only solution is to hold in the start button on the computer for the count of 10, or so. This will force the computer to shut down. Once it has shutdown, press the start button again to restart. It will start without prompting for a username and password.
Computer "locks out" and prompts user for username and password
This usually happens when users enter a particular keystroke unintentionally. Ask the user if they have any "un-saved" work on the computer. If they don't have any un-saved work they are worried about, we can simply restart the computer by holding in the start button on the computer for the count of 10. This will force the computer to shut down. Once it has shutdown, press the start button again to restart. It will start without prompting for a username and password.
If the user has un-saved work on the computer and they don't want to lose it by restarting the computer, we may need to enter the password for them. It is very important that this password isn't given out to users. Full-time Reference Staff: The password is in the edex under "workstation password". Student Information Assistants: Explain the problem to the Circulation Supervisor on duty and ask them to enter the password. Circulation Supervisors: The password can be found in the keybox. Do not share this password with users!
Computer won't connect to the Internet
Possible solution to public computer workstation connectivity problems:
When just one, or just a few, workstations seem to have lost connectivity, you may want to check the internet connection on the back of the CPU and the connection on the hub.
For the table workstations, the hub will be on a little back ledge under one side of the table.
For the Kiosk workstations in Olin, (group of 4 workstations, arranged pinwheel fashion), the hub is located in one of the locked cabinets of each Kiosk . The cabinet that houses the hub is the one closest to the wall.
The PPC Furniture key (the black tag on the small set of reference keys) will open these cabinets.
This won't always resolve a connectivity problem, but sometimes, it's worth a try. Reference Assistants and Librarians: if you can't resolve the problem, send an email to Desktop Services. See edex entry "Reporting problems with public computer workstations". Student Information Assistants and Access Services Staff: Please notify Reference staff (okuref@cornell.edu).
Please note: If none of the computers will connect to the Internet, this is a different problem. See: System Support Procedures for more information.
Computer in the ETC is asking for a password
The computers in the ETC, the room behind the reference desk, are restricted to viewing the CDROMS housed in the ETC. If a user needs to use a CDROM in the ETC, they will need to be logged into the computer by a Librarian, Reference Assistant or Student Information Assistant. If no one from Reference is available, Access Services staff can find the password in the Access Services keybox (behind the Circ desk). Please do not give out this password to users. Thanks!
Computer is Out-of-Order
The monitor isn't working, or the computer won't connect to resources or other problems.Computer Froze and now I can't find the work I saved!!!
Since these are public computers with multiple users, the desktop is cleared off after each re-boot. This is necessary to protect user privacy and computer functionality. Users should either save their work to the "temp" folder on the desktop (labeled "Temporarily Save Your Documents Here"), which preserves their work temporarily in case the computer crashes, or to their own floppy disk or CD.
Unfortunately, in many cases, if the work wasn't saved to the Temp folder (or to a user's disk), it may be lost.
One piece of good news: if the item was a Word document -- and it often is -- there may be a partial save. Word will temporarily store even unsaved items, although material added in the last 5 minutes may not be saved. Do the steps exactly in this order: Re-start the computer. Open Word. Then choose File/Open. Warning: If you try to search for the file first, without opening Word, and click on it from the folder, you may lose it.
"Disk is full" message in Microsoft Word:
This is a well-known bug with Microsoft Word. See below:
The symptoms of the bug are straightforward: If you keep the same document open for a long time, making changes and hitting the "Save" command repeatedly, at some point hitting the "Save" command one more time causes Word to display an error dialog that states:
"The disk is full. Free some space on this drive, or save the document on another disk. Try one or more of the following: * Close any unneeded documents, programs, and windows. * Save the document on another disk."
At that stage, it is impossible to save the document. If you can remember the last time you saved the document, you can select all the text typed since then, copy it to the clipboard, close the document without saving it (which is the only option that works) and then re-open the document and replace the appropriate part of the document with what you have in your clipboard, then save the document.
Alternatively, if you are not sure what has been saved and what is still floating in computer limbo, you can select the entire document (with "Select All" or cmd-A), copy it to the clipboard, close the document without saving it, re-open the document, select all, and paste, then save the document.
In both cases, you will have ensured that no data has been lost. (Of course, in theory it is always possible that Word X might crash right in the middle of this delicate procedure and cause all the stuff in the clipboard to be lost, but it's a risk you have to take.)
It should also be noted that the "Disk Is Full" error message is, of course, entirely misleading. Your disk still has tons of room.
Here are the related MS KB articles:
Can't view ScienceDirect PDF using Mac Safari Browser
Hold the control button, click on the PDF link and select "download link to disk", you'll find you can save the file to your hard drive and view it easily from there Response from ScienceDirect tech support: We are aware of this problem, which appears to be a conflict between Safari and Adobe Acrobat Reader (and Professional )7.0.5. We have contacted Adobe and Safari and made them aware of the problem. Thank you for your patience while they work to resolve this matter.
Overview of Printing Options
Olin and Uris Libraries are equipped with several networked Netprint printers and a networked VendaCard Printing Station. See below for details about the various printing options:
NetPrint:
Networked Netprint printers are available in both Olin and Uris. To use Netprint, you must first obtain an account.
*If you are at a Library Research Workstation -- a workstation without Bear Access-- open the Library Gateway. Scroll down to the CUINFO link on the lower-left hand side. From CUINFO, click, Computing at Cornell, and then Netprint. Or, simply go to http://www.cit.cornell.edu/net-print/.
In Olin Library...
Olin Library Netprint 1, located behind the pillar near the New & Noteworthy Books
Olin Library Netprint 2, located along the wood panelled wall at the far end of the computer workstation area.
Olin Library Netprint 3 (Media Center, Lower Level of Olin Library)
Olin Library Netprint 4 (color printer) located along the wood panelled wall at the far end of the computer workstation area.
Olin Library Netprint 5 (double-sided, "duplex"), located along the wood panelled wall at the far end of the computer workstation area.
In Uris Library Dean Room...
Uris Library Dean Room Netprint 1, at the far end of the first bank of sit-down, computer workstations
Uris Library Dean Room Netprint 2 (color printer), at the far end of the first bank of sit-down, computer workstations
Uris Library Dean Room Netprint 3, on the table along the wall in the North Alcove of the Dean Room
Uris Library Dean Room Netprint 4 (double-sided, "duplex">on the table along the wall in the North Alcove of the Dean Room
*Note: Print jobs that are sent to the Uris Library Comp Lab location will be sent to the computer labs on the Gallery level in Uris.
Using Netprint with a personal laptop:
To use NetPrint with a personal laptop, the NetPrint software must be installed and the printer(s) must be added to the configuration. Direct users to the My Accounts folder on Bear Access where they will find a folder labeled NetPrint: How to Install. If they run into trouble installing NetPrint they will need to visit or call the CIT HelpDesk for more information. The lab operators in the Uris computer labs may also be able to help.
**Don't forget. Users must be connected to the Internet, by either registering for RedRover Wireless or by plugging into the ethernet jacks under the lamps in Olin, to use a Netprint. There are handouts for RedRover wireless and Ethernet connections in the rack just beyond the Reference Desk in Olin and in the large wooden rack in Uris.
VendaCard-operated laser printers:
A networked VendaCard-operated laser printer is also available for those users who are unable to set up a Netprint account. To use the VendaCard-operated printer, users must have a vendacard with enough money encoded on it to complete the print job.
To initiate the print command, follow these steps:
|
In Olin, the VendaCard Printing Workstation is located against the wood-paneled wall, at the far end of the Reference/Information and Public Computer area. In Uris the VendaCard Printing Workstations it is located in the North Alcove of the Dean Room. |
The NETID/password prompt appears when the print job is sent to a Netprint printer (rather than the vendacard printer). To use the networked, vendacard-operated printer, you must select Vendacard Printing Station from the pull-down menu in the print window:
At the Vendacard Printing Workstation, click Refresh on the print jobs screen.
Turn off the CPU (computer) and turn it back on.
If turning the printer off and back on doesn't resolve the problem, place an Out-of-Order sign on the printer and report the problem to CUL-DSHELP-L and cc OKUREF-L. Please note: The CUL-DSHELP-L and OKUREF-L listservs are for staff use only. Please do not provide these addresses to patrons.
Student Information Assistants: Simply place the Out-of-Order sign on the printer and report the problem to full-time Reference staff (or post to the Discussion Board).
The photocopy machines, some of the laser printers*, and the microfiche/ microfilm readers use vendacards to deduct payment.
Where to report money lost on a vendacard:
Direct anyone who has lost money on a vendacard (photocopying or printing from the vendacard printing workstation) to Olin or Uris Circulation.
Olin LibraryRoom 402 in Olin Library is equipped with several photocopiers and a vendacard dispenser/encoder. Take the elevator to the 4th floor and turn left.
The Lower Level in Olin Library also has several photocopiers and a vendacard encoder/dispenser. Go down the stairs near the Libe Cafe, and make a right.
Uris Library
Uris library has two photocopiers and a vendacard dispenser/encoder in the Dean Room.
*The Dean Room is located on the sixth level, one flight up from the entrance to Uris Library. The vendacard dispenser/encoder is past the circulation desk and around the corner to the right, across from the microfiche cabinets.
Kroch Library
There is one vendacard dispenser/encoder in Kroch. It is located with the photocopy machines off the first level stacks area.
From the entrance to Olin Library, continue down the corridor until you reach Kroch. Go to the end of the corridor and turn left to reach the Level 1 stacks. Enter the stacks and take a right. There is a photocopy area just off the main stacks area.
Note: The cost of a card is $.55. To purchase a card, insert $1.00 in the vendcard dispenser/encoder and receive a card with $.45 cents credit on the card. Re-insert the card to add more money.
Because vendacards are easy to leave behind, it's a good idea to sign the back of the card.
Please Note: Some of the items below link directly to relevant sections in the Netprint "Frequently Asked Questions and Troubleshooting" page provided by CIT. To see all of the Netprint FAQs provided by CIT, go to http://net-print.cit.cornell.edu/netprint-docs/faq.html
Toner Low or Out in Netprint Printer
Procedures for Black/White Netprint Printers
When the toner is out and/or the print quality is being affected, change the toner with one of the NuLaser toner cartridges:
Uris: "NuLaser" toner cartridges are stored in the long, black vertical filing cabinet next to the Uris desk. The drawer is labeled. Please put the empty toner cartridge back in the box and place the box next to the small filing cabinet under the desk.
Olin: "NuLaser" toner cartridges are stored in a drawer of the tall cabinet in the DRS (Room 105, just behind the Reference Desk). Please put the empty toner cartridge back in the box and place the box on top of the cabinet.
Two things to keep in mind:
Please note: Paul Henry, from Eastern Copy Services, will replenish our back-up stock daily. He will also make sure that there are at least 4 cartridges on Friday to help cover the weekend. We won't have to call him unless we notice the supply running behind. If we do notice that the supply is lower than it should be, we should call Paul Henry's cell phone number at (327-1055) .
Procedures for Duplex Printers
Procedures for replacing Vendacard Printer Toner
Replace with 49A toner cartridge, currently stored in the bottom drawer of the 105 toner and paper cabinet. Put used cartridge in box and place on top of the cabinet in Olin, or on the floor under the desk in Uris. Eastern Copy Services is now responsible for replenishing our back-up supply.
Procedures for Color Printers
Backups of each color are stored in the toner cabinets in Olin and Uris (see above).
Print to File/Output File Name:
If you see this:
check to be sure that a printer has been selected and that the Print-to-File checkbox is UN-checked.
Print jobs are not coming out. No print jobs sent to a particular Netprint printer are being processed. See also: Where is my print job?
Generally, this means that a large file (usually a PDF) is stalled. If you are a Netprint Operator*, sign into Netprint at http://net-print.cit.cornell.edu/netprint-cgi/account.cgi. Select "Printer Status" and then select the printer in question. You will probably see a list of print jobs in the printer queue, with the most recent print job stalled.
- Check the date and time sent. If it is very new, try to identify the person. In most cases, the person will have given up long ago.
- Select the offending print job and use the pull-down menu to choose "Cancel Selected Jobs".
- Then, use the pull down menu to "Stop printing."
- Walk over and turn off the printer, then turn it back on.
- Return to the Netprint webpage and use the pull-down menu to "Resume printing".
- Repeat steps 3-4, if necessary (sometimes it doesn't seem to take the first time around)
*Student Information Assistants -- You don't have Netprint Operator privileges. Sorry. Give students the Redirecting or Canceling your Netprint Print Job handout.
I/O memory errors. These seem to occur with some PDF files.
Try the print command again. In the print window, click on the checkbox for "Print as Image". See MemoryFull entry below.
Error: MemoryFull, Offending Command: imagemask in a PDF file
If this is a pdf file, you need to choose Print as Image. Here's what you do (in Adobe Acrobat Viewer 6.0):
Printing a PowerPoint Presentation posted to Blackboard (Courseinfo)
If a presentation is posted as a PPT file (the file will say PowerPoint in the link field), then the user can download the file and print with many slides per page. In the Print Window, look for little checkboxes that say 2up 3up 4up 6up, usually on the bottom right-hand section of the print window. If these appear to be grayed out, check "handouts" on the lower left-hand portion of the print window. Please note: This will not work on the "Library Research, Only" workstations (those with light green labels on the monitor and a light-green background on the desktop).
Unfortunately, in some cases, the PowerPoint Presentations available on Courseinfo sites are actually published as web pages rather than as .ppt files. (It may look like a powerpoint file, but it's not. It's published as a web page and the link will say "Package Files").
It seems that the options for printing a web-published PowerPoint Presentation are extremely limited. The only option is to print page-by-page. From the Print Window, click on the Options tab. Choose "Only the Selected Frame". Do this for each page.
Printing from ECCO (Eighteenth Century Collections Online)
The print screen provides 3 options.
"Netprint could not contact sidecar on your machine".
"Winword error" occurred when attempting to print from a Word document.
We have found that the following procedure sometimes fixes the problem:
Printing from notepad on the Library Research, Only workstations
Go to page setup, click printer, choose a printer near you, click ok, then file and print.Netprint is operated by Cornell Information Technologies. For additional troubleshooting information see: Netprint -- CIT's Laser Printing Service: Frequently Asked Questions and Troubleshooting.
Requests for Refunds
Netprint refunds
Full-time Reference Staff have Netprint Operator privileges so we can go in to the system and request a refund for a user. Student Information Assistants: If a user approaches the desk to say that they have lost money using Netprint, use the Netprint Refund Request form and leave it in the Referral box for the full-time reference staff to process on the following business day. It's very important that the information is complete and legible.
Where to report money lost on a vendacard
Direct anyone who has lost money on a vendacard (photocopying or printing from the vendacard printing workstation) to Olin or Uris Circulation.
Redirecting your print job to another printer (instructions for users)
Wireless
Overview of Wireless Service
In many of the libraries on campus, wireless access to the Internet is available through CIT's RedRover service. To see a list of the libraries and other places on campus where RedRover wireless access is available, click here.
To use RedRover, you'll need:
What Kind of Wireless Card do I need?
*For information about the wireless card(s) recommended and supported by CIT, and for instructions on setting up RedRover wireless on your computer, see the CIT RedRover web site.
Wireless setup for personal laptops
Handouts with instructions for connecting to CIT's Redrover Wireless service are available in the literature racks in Olin & Uris libraries (there is one for Windows and one for Mac).
The instructions are now also available from the Olin & Uris Libraries web page:
Guess Access to the RedRover wireless service
The network name (SSID) is "RedRover-Guest". This network is intended for visitors who do not have a Cornell NetID and password. No authentication is required, although users do have to agree to the terms and conditions by opening a web browser when connecting. The guest network provides limited access to the Internet and other Cornell network services.
ReRover-Guest provides these services; Web Email Instant messaging (AIM and ICQ) Secure shell (ssh) File Transfer Protocol (FTP) VPN (Virtual Private Network) connections
Windows networking for file sharing or remote system access is not supported.
Registration normally lasts 10 hours. If the computer is shut down within that time, guests will have to re-register.
Because guests do not have an NetID, they are not able to print to the Netprint printers.
You can learn more about RedRover at http://www.cit.cornell.edu/redrover/Additional Resources for troubleshooting wireless configuration
Additional resources for trouble-shooting appear on CIT's Redrover: Frequently Asked Questions and Redrover: Troubleshooting
If a user runs into trouble setting up their system, they can contact the CIT HelpDesk to set-up an appointment.
Maps of wireless coverage in Olin & Uris libraries:
Please note:There is no wireless in the Fiske Room in Uris (aka, "the Fish Bowl"). This is by design, to help keep it a quiet space. Coverage in the Dean Room is currently weak. CIT hopes to resolve this in the future. There is no wireless coverage in the Uris stacks, at this point in time.Reporting Suspected Problems with Wireless Access Points
To the degree possible, confirm the problem is the network, not the patron's or staff member's computer setup. Refer suspected problems to the full-time Reference Staff.
Full-time Reference Staff: Refer to edex entry "Reporting Problems with Wireless Access Points", dated 3/7/2005.
Ethernet
To access the Internet, a user must have a properly installed Ethernet card in their laptop. If the user has previously configured their laptop for DHCP (automatic IP address assignment), further configuration may not be necessary. If they haven't done this, or aren't sure, offer them one of the handouts for Configuring your Laptop. We have 3 different handouts -- Windows 95, 98, or ME; Windows 2000 and XP, and Macintosh.
Olin Library
Ethernet jacks are available in the Libe Cafe, and at the base of the table lamps scattered throughout the Reference/Information and Public Computer area on the Olin Main floor.
Uris Library
Ethernet jacks are available in the Austen Room. The Austen Room is on the Gallery Level, one flight down from the entrance to Uris Library.
Last updated 11/15/05 by: Lynn Thitchener (lmk7@cornell.edu)