--- title: "Troubleshooting Printing Issues" canonical: "https://helpcentre.macewan.ca/space/TSP/2446295041/Troubleshooting%20Printing%20Issues" format: markdown --- **AUDIENCE:  ****STUDENTS** The following article describes common issues that may arise when attempting to use the printing system. > ℹ️ If your issue still persists after attempting these steps, please contact the Technology Support desk at [techsupport@macewan.ca](mailto:techsupport@macewan.ca) or through [helpcentre.macewan.ca](http://helpcentre.macewan.ca/) to live chat or create a ticket. --- ## Hold for Authentication This error always means **there is some type of authentication issue**. Often it is something as simple as having entered your password wrong, so that’s always the best place to start. If you are absolutely certain that the password you are entering is correct there are a few other things to check. 1. Have you restarted your device? 2. Are you connected to MacEwanSecure? 3. Does your password contain any *very* unusual characters, such as emoji? (Standard “special characters” like #, $, !, etc are fine) 4. Are you using your username, and not your full email address? Your username is the part before @mymacewan.ca in your email address. 5. Is your username longer than 20 characters? If so, this is not something you can address yourself. Please contact technical support immediately by visiting room 7-292. > ℹ️ If you have tried all of the above and are still receiving “Hold for Authentication”, it is possible your password is out of sync. This happens occasionally when some of our many integrated systems miss out on an update, such as a password reset. Please [perform a password reset](https://helpcentre.macewan.ca/space/TSP/1794768904/How+to+reset+your+password). --- ## Device-Specific Troubleshooting
Windows Devices Most Windows print issues can be solved by re-adding the printers. To do so, please follow the steps below. 1. Open Printers & scanners by pressing the Windows start button and searching for it 2. Find the “Library - Colour” and “Library - Greyscale” printers. Click on each, and click “Remove” in the top right corner of the screen. 3. Restart the computer You can now [follow the Windows instructions to re-add the printers](https://helpcentre.macewan.ca/space/TSP/1659208830/Add+a+printer+queue+to+your+device#Add-a-printer-queue-to-Windows) ### Windows 11 - Print Mobility Installer is not a Microsoft-verified apps ![WindowsStoreOnlyError-20241108-191019.png](media://59376573-7476-44c8-8827-1d39cbfeb31b) If you see this error open Advanced App Setting from the start menu: ![SearchAppSettings-20241108-192016.png](media://b107f567-4e99-4e1d-ae92-ec60ed86aafc) Change this setting: ![Apps3-20241108-191552.png](media://22da440b-e7d7-4dd5-979c-a43b9fa31035) ![Apps4-20241108-191626.png](media://b820bcf8-e6f2-4896-95eb-b7dbaa5caed7)
Mac Devices As every version of Mac OS is a little different, your options may vary from this slightly. If you are still having trouble finding any of these options, please feel free to come visit us in room 7-191 and one of our technical support agents will be happy to assist you. 1. Click the Apple icon on the taskbar, and select “System Settings” 2. Scroll down to find “Printers and Scanners” 3. Click on and remove both of the “Library - Colour” and “Library - Greyscale” printers. 4. Restart your Mac You can now [follow the iOS instructions to re-add the printers](https://macewan.atlassian.net/wiki/spaces/TSP/pages/1659208830/Add+a+Printer+Queue+to+Your+Device#Add-a-printer-queue-to-macOS)
Android Devices Most Android issues can be solved by reinstalling the mobility print software, but it is also **important** that you clear the cache first. ### Clear App Cache As every phone is a little different, the location of this setting can be a little different. The instructions below will aim to walk through *most* users but yours may be in a slightly different place. If you are having trouble finding it, feel free to visit room 7-292 and one of our technical support agents will be happy to assist you. 1. On your Android device open settings 2. Find “Applications” or “Apps” ![Android_settings.jfif](media://d9e3818f-4a09-4a42-bb57-c544eb0ea84b) 3. Find the “Mobility Print” application ![Android_mobility_print_in_apps_list.jfif](media://4567c2a0-e4b8-44a5-8b72-bedef9b5a7de) 4. Click on “Storage” ![Android_mobility_print_storage_setting.jfif](media://cf5a5600-c889-47cb-b696-fb8b9c196060) 5. Click “Clear cache” and “Clear data” ![Android_clear_cache_and_data.jfif](media://2c6db896-ef92-4ee4-a994-fe272abf3f45) 6. Click back and Uninstall Mobility Print 7. Ensure that you are on the MacEwanSecure wifi You can now [follow the Android instructions to re-add the printers](https://helpcentre.macewan.ca/space/TSP/1659208830/Add+a+printer+queue+to+your+device#Add-a-printer-queue-to-Android)
iPhone/iPad Devices ### Clear Application Profiles As every version of iOS is a little different, your options may vary from this slightly. The instructions below should help *most* users. If you are still having trouble finding these options, please feel free to visit room 7-292 and one of our technical support agents will be happy to assist you. 1. Open settings on your iOS device and click “General” ![remove_01.jpeg](media://7a4d52ba-f9f6-4b41-888f-04389b49f158) 2. Click the option for “VPN & Device Management” ![remove_02.jpeg](media://8710c395-dd7c-42b2-9dfd-d4c36b79c7e9) 3. Click on the profile for Papercut Mobility Print ![remove_03.png](media://57c2da0a-aba4-40b3-a748-a7f6c16f797c) 4. Select “Remove Profile” and when prompted ![remove_04.png](media://89889052-9a2a-4dcd-83e0-6d23f8dca881) 5. When prompted, select “Remove” ![remove_05.jpeg](media://c84fa02e-2443-4c42-85c5-df1803577eeb) You can now [follow the iOS instructions to re-add the printers](https://helpcentre.macewan.ca/space/TSP/1659208830/Add+a+printer+queue+to+your+device#Add-a-printer-queue-to-iOS)
ChromeOS Devices We are still gathering common issues for Chrome OS as of this time. If you are experiencing an issue other than [installing the printers](https://macewan.atlassian.net/wiki/spaces/TSP/pages/1659208830/Add+a+Printer+Queue+to+Your+Device#Add-a-printer-queue-to-Chrome-OS), please come visit us in room 7-292.
--- > ℹ️ For any additional questions or concerns, contact the Technology Support desk at [techsupport@macewan.ca](mailto:techsupport@macewan.ca) or through [helpcentre.macewan.ca](http://helpcentre.macewan.ca/) to live chat or create a ticket. ## Related articles > Macro (contentbylabel) > Macro (details) > > **Related Keywords** > > papercut | printing | troubleshooting > > > > | Related Issues | | > | --- | --- |