Campus Card login to Xerox device did not work

Students, staff, and faculty authenticate to the Xerox device in order to see jobs waiting to be released and printed using their Campus OneCard. When that fails to work, the instructions below can assist with determining the reason why it failed so the issue can be escalated to the correct team for resolution. 

Instructions 

Check if the issue is with the card

Log-in to the Copier without the card

Check if the card works 

Check if the card is damaged

Check if the card was disabled by the user

Check if there is an issue with the user's account with Card Services

Check if the card or record has been disabled by Card Services

Check if there are any other accounts in Transact that are using the same email address

Check if the ISO number is correct in Transact

Check if the issue is with the Xerox card reader

Check if the issue is with the card

Log-in to the Copier without the card

1. Log in without using the card. Use either UMS Credentials or log-in code, as described in  Authenticating/Logging in to a Xerox printer when Transact is offline
   • If the user is able to print using the alternate log-in, then the  issue is with the card, continue troubleshoot using the rest of this article.
   • if they also cannot print using the alternate log-in then create a ticket with the Help Desk to check for issues with the user's account in PaperCut.

Check if the card works 

1. Does the device 'Beep' when the card is presented to the device?
2. Try to use the card at another Xerox device with a known working card reader
3. Try to use the card at a door entry card reader where it should have access
4. If the card does not work, then visit Card Services at your earliest convenience​​​​​

Check if the card is damaged

1. Visually inspect the card for signs of damage (cracks, etc) 

• bend it slightly and run your thumb across it to find hairline cracks
• students around engineering labs sometimes run into electromagnetic corruption of their card number

2. has anything happened to the card that may have damaged it (such as accidentally sent through the laundry in a pocket)
3. If the card is believed to be damaged, you will need to visit Card Services at your earliest convenience​​​​​

Check if the card was disabled by the user

Users have the ability to disable their Campus Card if they are worried it has been lost. 

1. Go to the eAccounts site for your campus, which can be found in Add funds to UMS OneCard for PaperCut Pay for Print
2. Once signed in, go to Card Services link at the top left.
3. Click Activate Card in upper-right
4. Select the card from the drop-down and then click
5. Click the button to Activate Card

Check if there is an issue with the user's account with Card Services

  Email or Chat with Card Services or Maine Card  to verify Transact information is correct by asking the following 4 questions.

1. Verify the ISO number in the user's Transact record matches the one displayed on the card.
2. Verify the Email address matches the users current email address
3. Verify there is only 1 use of that email address in Transact
4. Verify that the user/card is Active. 

• For more details see below.

Check if the card or record has been disabled by Card Services

1. Check if you got a new card recently
   • Old cards get deactivated when you get a new card. Destroy old cards to prevent confusion and only use the new card
2. Check if the user can add funds to the card, see Add funds to UMS OneCard for PaperCut Pay for Print

• If a UM or UMM student, and they are not currently enrolled in a class or enrolled for the upcoming semester, their record could have been de-activated. If it has, then they will not be able to add funds. Create a ticket with the Help Desk for Card Services.

Check if there are any other accounts in Transact that are using the same email address

• If the user adds funds to the card, but has insufficient funds when they go to release at the copier, it could be because they have a recycled email. If Transact still has an older account that used the same email, PaperCut may find the older user instead when it looks up the user's funds in Transact.

Check if the ISO number is correct in Transact

1. Create a ticket with the Help Desk for Card Services asking them to verify the ISO number in the user's Transact record matches the one displayed on the card.

Check if the issue is with the Xerox card reader

1. Have someone else with a known working card try to authenticate to the Xerox device

• If it is believed to be an issue with the card reader, contact the IT Help Desk

Environment

• Managed Print Services
• Xerox
• Campus One Card

When leaving feedback below, please leave your contact information if you would like a response.