Printing Issues - "User Does Not Exist" error message

It is the beginning of Fall semester, and many of our users have been receiving an error message that says "User Do Not Exist" or "User Not Found" when they try to print. Help them by following these steps:

(1) Is Circulation open? If so, refer to them. They can walk over to the computer (unlike us) to help the patron troubleshoot. If they can't figure it out either, they will report the problem to the library systems office. Do not send to Moffitt Copy Center for troubleshooting. Moffitt Copy Center only adds paper, adds ink, and fixes paper jams.

(2) If Circulation is closed, you can help them troubleshoot. Patron should try again first - Sometimes, it takes up to 5 tries before our printing system can "recognize/read" their Cal 1 Card. However, sometimes patrons are not following the correct printing protocol and you should ask them the below questions to verify.

• Did the patron use their CalNet username instead of the ID number?

• Did the patron add money to their Cal 1 Card through the cal1card.berkeley.edu webpage?
• Did the patron first send a print job from one of the library computers or laptop first?
• Did the patron release the print job at the print release station?
• If it's a Cal 1 Card, then did the patron tap their card?
• If it's a Guest Card, then did the patron swipe their card?

(3) Did the patron receive a new Cal1 Card? If yes, skip to step 5 below.

(4) Has the patron printed successfully before, but the card has been inactive for 3+ months? If yes, the patron can either add more money online to reactivate the card (and restore the previous balance) or contact the Cal1 card office directly.

(5) If the patron continues to receive the "User Do Not Exist" error message, you can email me with the following information. I will submit a ticket with our systems staff and email the patron back when it has been resolved. 

• Name
• Calnet Username (Ex: oskibear234)
• Email Address
• Full Number on the back of their Cal 1 Card

(6) If the patron really needs to print, they print at Moffitt Copy Center (open hours from 8:30am - 5pm M-F) with a flash drive or by emailing the file, but the fee is slightly higher per page. Or you can refer them to an off campus printing location like Copy Central on Bancroft Way.

More information about printing can be found here:

https://www.lib.berkeley.edu/using-the-libraries/print-scan