UC Berkeley Library

Troubleshooting Print/Scan

Content section: 

Equipment Problems

Get help from a library employee at a public service desk.

Error Messages/Problems

Public PC error:
"Pharos Update Failed"
When you see the Pharos Update message, just click OK, and the print job will proceed. The “update failed” message is automatically generated by the Pharos billing software due to system changes made behind the scenes and can be ignored.
Public PC/Guest Card error:
“Process Credit Card There was a problem: the data you submitted for the Cal 1 Guest Card did not match our records. Please use your browser's back button to return to the previous page to correct the data.”
For Guest Cards, the lower case letter l (L) and the upper case letter I (I) look very similar; try the other character.
You must enter information for your credit card exactly as it appears in the credit card company's records (name, billing address, etc).
Print Release Station/Cal 1 Card problem:
Print job doesn’t appear
If your Cal 1 Card debit account is low on funds, a message will pop up on the public PC asking you to confirm that you want to continue printing. If you miss confirming, your print job will not appear at the Print Release Station. Try printing again, and wait 10-15 seconds before going to the Print Release station to see whether the message appears on the PC screen.
Print Release Station/Cal 1 Card error:
"User not recognized"
When printing, you are asked to enter your CalNet Username. This error usually appears if you have entered your Cal 1 Card number instead of CalNet Username.
Print Release Station/Cal 1 Card error:
"Cal 1 user account balance error"
Students, faculty and staff using their Cal 1 Cards cards may have different types of funds on their cards: debit funds or meal plan points. To print sufficient funds must be in the debit account on your card (separate from your meal points account). Go to the Cal 1 Card site to review balances and add funds.
Print Release Station/Cal 1 Card problem:
Cal 1 Card user account error (such as "SVC plan" error)
These messages indicate that your account needs to be reactivated, has insufficient funds, or does not have a debit account activated. These issues must be resolved by the Cal 1 Card Office.
Print Release Station/Cal 1 Card error:
"Billing Balance: Balance request failed. Patron SVC Plan2 not scheduled."
Student Cal 1 Card debit accounts are deactivated if unused for a year. Going to the Cal 1 Card site to add value to your debit account will reactivate your card.
Problem scanning to email

Guests and visitors may be able to change their email security settings on their personal mobile devices. If patrons are receiving authentication issues when attempting to scan documents to their email addresses, have the patron perform the following:

For gMail and bMail:
Go to My Accounts in gMail or bMail and select Sign-in & Security, then scroll down to Connected apps & sites, change Allow less secure apps: to ON

In most cases Allow less secure apps: is turned OFF, click on the slider to the right to turn it on.

For Yahoo mail:
A setting change regarding security settings within the patron’s Yahoo account will need to be made in order for Yahoo email to work with ScannX. To modify this setting, have the patron log into their Yahoo account and conduct the following:

  1. Go the following URL: https://login.yahoo.com/account/security#other-apps
  2. Look for the setting "Allow apps that use less secure sign in" and enable it.

This will allow Yahoo account users to send scans from the Scannx Bookscanners to their Yahoo email accounts.

In each case, if the user wants to turn off the setting, they can follow the instructions and switch off the setting.

“Scanner not detected” error The scanner has timed out. Press and hold the Power button on the right side of the scanner for 3 seconds.
Blank screen on scanner display The scanner has timed out. Press and hold the Power button on the right side of the scanner for 3 seconds.
Refunds and credit for failed print jobs. Go to the Moffitt Copy Center desk during business hours. Present Cal 1 Card or Department Card and a description of the problem encountered. Refunds will be credited to Cal 1 Debit accounts. Guest card users will be given a card that is credited with the failed print job amount.

Cal 1 Card office

  • 180 Cesar Chavez Center, Lower Sproul Plaza
  • Open Monday-Friday, 9am-5pm.

Credits (for failed print/scan jobs)

  • The Library can only provide credits for failed print/scan jobs.
  • Cal 1 Card debit accounts will be credited for the amount of the loss.
  • The credits can only be used for scanning and printing.
  • Credits are not available as funds for other Cal 1 Card merchants.
  • Credits will be provided after verification.
  • Cash refunds are not available to Guest Cards.

Go to the Copy Center in Moffitt Library during normal business hours, and provide your:

  • first and last name
  • Cal 1 Card number
  • CalNet username
  • e-mail address
  • time and location of the problem
  • description of the problem you encountered
Questions? Ask Us!