Learning Commons:Chapman Learning Commons/FAQ
| Questions | Answers | Resources | ||||||||||
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Blog Printing Issues | ||||||||||||
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Visit the Helping Patrons Print and Common Problems section of the blog, under 'PRINTING' | Helping Patrons Print and Common Problems | ||||||||||
Issues Logging Into PayforPrint | ||||||||||||
| Cannot submit document | - Make sure you add .stu after your username for students (Note: Faculty and Staff do not need to add .stu)
- First-time users must set up a Web Print account before printing - 'Access Denied' errors can be due to restrictions in your account. Advise patron to try resetting their CWL password. If this does not work, advise patrons to go to Koerner Library. |
- PayForPrint: GettingStarted | ||||||||||
| Which printer do I choose? | The printers in the IKB are labelled as 'Central' with the other categories based on page size, color, and print on both sides.
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| How do I print a document? | UBC affiliated: UBC students will need to create a PayforPrint account first -
Guest: Guest cards are available for purchase at the black print card machine, the MAA Circulation desk, or food services outlets (like Ike's). Note: Guest Cards are already loaded with the amount the patron has loaded onto the card upon purchase and do not need to add money. To register a guest card -
To submit a job via WebPrint: Once the patron has logged in to PayforPrint -
To print from a library computer:
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- PayForPrint - Blog FAQ | ||||||||||
| How do I load money onto my UBC or Community Card | Navigate to "Add Money - UBC card": Use the system to select a campus plan to add a minimum of $5.00 (TD cards often do not work). Using cash can be added by using the print card machine vendor located on the 3rd floor (black box).
Guests card cannot be reloaded with money, and a new one must be purchased. This can be done at the Circulation desk or the machine vendor. |
PayforPrint - FAQ | ||||||||||
| What is the price for printing / is there a difference between single sided and double printing? | Printing Prices:
Note: There is no price difference for B/W single sided versus double sided |
Printing Prices | ||||||||||
| How do I fix 'Externally Denied' error? | This error can occur if the patron has not included .stu after their username or if UBC servers are down. | |||||||||||
| My document is to big to print, how do I fix this? | Files over 15MB cannot be submitted for printing, first compress the file or split the document into several files. | -Adobe Compress PDF | ||||||||||
| My documents are not printing after a swipe my card? | Make sure the patron is correctly swiping their card on the printing machines. They can also log in to the printers using their CWL. Damaged cards may also not allowing the patron to swipe, they may need to replace their card. | Need a UBCcard? | ||||||||||
| Page numbers do not match duplex size or cost | Pages will be priced differently if 'Duplex' has been chosen. The page count will therefore cost double for a duplex print as both sides are being used. | Printing Prices | ||||||||||
| Why can I not print my __ type file? | Only the following file types are supported:
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| How do I cancel my documents | Under Status click 'Held in a queue', under Action click 'cancel'. Avoid using the [print] action below to release your job as they will be printed immediately and are susceptible to mixups with others | |||||||||||
Printing General Issues | ||||||||||||
| Which printers BW vs color? | Level 2: One B&W printer - the one located closest to Ike's Cafe and one colour printer
Level 3: Both printers are colour |
Specs (Location,Cost) | ||||||||||
| Print without a UBC card | If the patron is affiliated with UBC: The patron can submit a print job via Web Print or using one of the library computers. Once submitted, they can release it for print by logging in using the touchscreen on the printer.
If the patron is a community member: Advise patron to get a guest card using the black print card machine or at Circulation |
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| Paper misfeed | Follow the instructions on the printer, usually consists of removing paper in the printer by opening the Bypass Tray. | Specs (Location,Cost) | ||||||||||
| Print came out inked / spotted / speckled | Refer them to the Circulation desk for a refund and ask that they reprint the document. Note: Refunds may take a few minutes to process. Check the printers for ink issues or refill if necessary. | |||||||||||
| Copying | Recommend the patron read our 'how to copy' handout. The cost for copying is the same as for printing. | Copying on Ricoh CLC_Copy_Scan | ||||||||||
| Scan from library computers | MAA: 1 flatbed scanner 3rd floor and 1 large format flatbed scanner on the 4th floor
Heritage Core: 8 flatbed scanners connected to the Mac computers. Patrons can also loan a film slide negative holder from the desk for our scanners. Follow the link in the Resources column for setup instructions. Note: Scanning at Printers is 2 cents each |
Print Copy Scan | ||||||||||
| How do I scan from the library computers | See links in the Resource column. Patrons can check out the 2nd link, located on the blog. | Copying and Scanning on Computers and Printers | ||||||||||
General Questions | ||||||||||||
| Where is ___ | The blog has a list of all room names in the IKB, click the link.
You can also check the Wayfinder for all rooms in IKB. For areas outside of the IKB, use the outlined maps found on the back desk (section 3). Note: The most common question is 'Where is the Riddington / Harry Potter room?' (This is at the northern side of the IKB level 3, through the MAA library). |
Room Names in IKB | ||||||||||
| What items do you have to loan? | All the items we have for loan can be viewed on our website. You can also follow the link in the Resources column to the blog for the locations of items.
Note: The lighting kit and Staff computers are located in Room 318. |
Our Space & Equipment | ||||||||||
| What spaces do you have to book? | There are bookable study spaces on every floor of IKB - learn more on our website, under "Bookable Study Rooms".
The DIY Media Room can be booked for looking to record. CLCAs can also find bookable spaces using Libcal, under the 'Spaces' tab. Note for the DIY Media Room, change 'Spaces in Location' to MAA library. |
Our Space Equipment | ||||||||||
| Am I allowed to put posters up? | Follow the link in the Resources column to learn about our poster guidelines. | Posters In IKBLC | ||||||||||
| Tablet to docking / dual display station | Tablets can be connected to the docking / dual display stations if they have a USB-C connection outlet. Note: Some Andriod tablets will need to install the Duet Display App | DuetDisplay | ||||||||||
| Can I return an item later, or have it extended? | We no longer offer extended loans on any items. Instead, patrons can renew items themselves through their MyLibrary Account (the renewal period varies depending on the item and its original loan time). They do not need to return the item before renewing. Once they hit the maxinum number of renewals they must return the item and cannot borrow it for longer; instead they must wait until the grace period is over before borrowing it again. If the patron wishes to return the item after its due date, there will be late fines which will vary depending on the item (see sheet in CLC binder under 'equipment'). Note: Fines only apply during hours when the CLC desk is open, specifically for hourly late fines. | Loan Chart (Reference) | ||||||||||
| Can I use Adobe? | Public computers have many of the primary Adobe programs pre-installed and ready to use for all users with an account (CWL or OpenAthens). These steps are posted in the space and on our website (see first link).
See links in the Resource column for specific programs available on the PC and Mac public workstations as well as the software downloads UBC students have access to on their own computers. |
Use Our Computers | ||||||||||
| Do you have lost and found? | Yes, this is located in the cabinet behind the back desk on the Circulation side. For further detailed see the blog link in the Resource column. | Lost and Found | ||||||||||
| When will __ workshop be avaliable? | Workshops can be found on our website with upcoming workshops available at the top of the page. Patrons can also check out 'Other Workshops' on this page and submit their own ideas. | Events & Workshops | ||||||||||
| How many times a week can I book ___? | Other than the bookable computers (which have a maximum of 3 loans per term, per person) other items only require an hour wait period between loaning. | |||||||||||
| Can I borrow a laptop for longer than a day? | Patrons can borrow a 1 day laptop as many times as they want with a 1 hour break in between. Unless the patron is a UBC Library staff member (who can borrow staff laptops for up to a term) the maximum loan time is 24 hours, with three additional renewals. 'Extended loans will not be granted for laptops'. | See loan times and renewal info | ||||||||||
| How do I log off the computers? | Click the 'Log off' icon found on the desktop, open the application, and click 'restart'. Note: All information will be deleted after restarting. | |||||||||||
| Where can I find a fax machine | IKB does not have a fax machine. The nearest fax machine is at Staples (2135 Allison Rd) a block from the UBC bus loop which starts at $1.50 for a local transmission. Other faculty have there own fax machines so the patron can also contact their department to see if there is one on campus they can use. | General Questions | ||||||||||
| Where can I laminate my paper? | Contact the Staff-IT Print Services for 'Wide format conference posters, thesis printing, mounting, laminating, and full graphic design services.' Patrons can also see CopySmart located at 3387 Westbrook Mall that offers a wide variety of printing and copying services. | UBC Services - Copy, Print, Scan | ||||||||||
| Can I cancel a booking? | To cancel a booking, visit the Libcal website given to the patron on their email confirmation of the booking. You can also cancel the booking for the patron on Libcal located under the QuickLinks section of the blog. | Libcal | ||||||||||
| Is there a cost if I do not cancel a booking? | For the DIY media studio room booking: 'Cancellations must be made at least 10 hours in advance of your confirmed studio booking. Two missed bookings or late cancellations will result in a loss of booking privileges.' | |||||||||||
| Which areas of IKB are silent study places? |
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Group & Silent Study Spaces | ||||||||||
| Where can I loan a laptop for more than 1 day? | Some public libraries allow users to borrow Chromebooks for up to a month. | North Van City Library | ||||||||||
| What applications do Students have access to? | Students can access multiple applications including Adobe Products (through the Creative Cloud), Microsoft 365, Azure Dev Tools for Teaching, Cybersecurity software and other Teaching & Learning Software. For a full list, check the 'Software Downloads'. | Software DownloadsUse Our Computers | ||||||||||
Phone Related | ||||||||||||
| OpenAthens account without phone # | Patrons will need basic information including their address, email, phone number, and a photo ID that has not expired in order to set up an OpenAthens account. In some cases, the MAA Library Circulation desk can give out a one-day guest account to patrons. | OpenAthens FAQ | ||||||||||
| Can you charge my phone? | No, the CLC assistants cannot charge a patron's phone behind the desk in case of theft. They can loan a charger from Education or Woodward Library.
As of February 2024, we no longer have a charging station for patrons to use (previously on the 4th floor of IKB). |
Blog: Phone Charging | ||||||||||
| Connect phone to wifi | UBC students can connect to UBC secured with their CWL login creditenals, other guests can use the UBC visitors WIFI. For Wifi issues, see the bottom link. | See handout at Desk | ||||||||||
| Can they use the phone? | No, patrons cannot use the phone behind the desk. | |||||||||||
| Do you loan phone chargers / where can I charge my phone? | We do NOT loan phone chargers. Phone chargers can be borrowed from Woodward or Education Library. There is a power bank loaning station (requires money) at the Nest and in Sauder. | |||||||||||
Library Related | ||||||||||||
| Finding a book | Recommended: Refer the patron to the Library Circulation desk.
Check the UBC library website as to the location of a book or whether it is available online |
UBC library | ||||||||||
| Help with academic essay | Refer to Library Circulation Research Help or Centre for Writing and Scholarly Communication | Research Help | ||||||||||
| Citation Style | Can give the patron our citation guide sheet located on the back desk, refer them to our website or refer them to MAA for further help | Learning Commons Citation Resources | ||||||||||
| Rent books as community user | Community users can loan books if they have a community borrower card which can be purchased at the Koerner Library Circulation desk. | Library Access for People Unaffiliated with UBC | ||||||||||
| Alumni use of library resources | First note the patron will have to confirm their status as a UBC alumni which can be done by downloading the UBC Alumni App.
Equipment: Alumni have access to some loans (check the sheet under equipment in the CLC binder, look for "Community" or "All Borrowers"). Computers: Alumni are able to use the computers by logging in with their CWL. If their CWL is expired, they can fill out an OpenAthens application to gain access. For library-specific questions (books, journal access, etc), refer the patron to the Library Circulation Desk. |
alumnni UBC App | ||||||||||
DIY Media Studio | ||||||||||||
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Visit the DIY Media Studio page located under 'Space & Place' -> 'DIY Media Studio' | DIY Media Room - Visual CheckMedia Studio info and booking | ||||||||||
