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Mac Printer Troubleshooting

This article provides several troubleshooting procedures to resolve common issues printing using a university-issued Mac computer. Please attempt to use the following guides and utilities in order to resolve any printing issues, escalating to the next step should the previous method fail to clear the problem.

Start with Step One to resolve simple issues stemming from an expired or stale credential saved in your Keychain.

 

Step 1: Printer is on "Hold for Authentication"

Printer is on "Hold for Authentication"

After changing your UNC Asheville Security password, or entering an incorrect password, you may receive a "Hold for Authentication" message in the print queue window.

Mac-Print-Holdforauth.png

To resolve this issue:

  1. Click the small "Reset" icon on the right side of the held print job (highlighted in the example image above).

  2. An authentication window appears; enter your current UNC Asheville Security credentials.

    PrinterAuth.png

  3. Click "OK" to send your print job.

 

If Step One did not resolve your issue, proceed to Step Two.

 

Step 2: Printer Always Prompts for Credentials

Printer Always Prompts for Credentials

You may have previously saved your UNC Asheville Security credentials in your Keychain, but have since updated your password and the save credentials are no longer valid. In this instance you will continually be prompted for your correct username and password each time you send a print job.

To resolve this issue:

  1. Open the "Self Service" application and log in using your current UNC Asheville Security credentials.

  2. Browse to the "System Maintenance" category listed on the right side of the screen.

    SS-Category-System-Maintenance.png

  3. Find the "Clear Saved Printer Passwords" utility and click the "Clear" button.

    SS-ClearPrinterPasswords.png

  4. Read the utility's description, then click "Clear" once more to confirm your choice.

All passwords related to UNC Asheville printers currently saved in your Keychain will be cleared. The next time you print you should be prompted for your UNC Asheville Security credentials.

 

If printing still does not work correctly, proceed to Step Three to completely reset the printing system on the machine you're using.

 

Step 3: Printing Does Not Function At All
Warning

Using the "Complete Print System Reset" utility described below will remove all currently configured printer from the system, including any queues you've manually added, such as for personal, home, or special-use campus printers. You should only follow these steps after attempting all the above-listed remedies.

Perform a Complete Print System Reset

  1. Open the "Self Service" application and log in using your current UNC Asheville Security credentials.

  2. Browse to the "System Maintenance" category listed on the right side of the screen.

    SS-Category-System-Maintenance.png

  3. Find the "Complete Print System Reset" utility and click the "Reset" button.

    SS-PrintSystemReset.png  

  4. Be sure to read the utility's explanation in full. This utility will perform the following actions:

  5. Click "Reset" once more to run the utility.

Once the utility finishes running, you will have a single print queue labeled "PRINT1-Find Me Printing" which will allow you to print to most Ricoh Multi Function Devices. If your department has opted out of managed printing services, your will need to contact ITS to have your department's printer manually reconfigured.