Print Super User Duties/Resources (FAQ)

Every printer/MFD on campus has a designated super user in the department. This person is the primary contact with our vendor, LRI, and is responsible for training users in their area, performing front line troubleshooting, replacing and recycling toner and other duties. See below for information to help super users perform this role.

What if there's an issue with my printer/MFD?

First check to see if the machine needs toner, has a paper jam, or other obvious maintenance needed (see directions below and user guide attached at the right). If it's still not working, contact LRI at:

Phone: 888-332-4014

There's an identification number along with the contact information on a sticker on the device. See example below:
LRI Contact sticker example

How do I remove a paper jam/diagnose any issues?

Refer to the Xerox user guide attached at the right. Paper jams and other general issues are covered in the Troubleshooting section.

  • Xerox printers provide alert messages on the control panel when an error or warning condition occurs.
  • Be sure to make note of any error codes or messages you see in case you need to contact LRI for support.
How do I check the usage level of the printer supplies?
  • From the printer Home screen, touch the Device icon.
  • Scroll through the list and select Supplies.
  • The screen will then display the percentage of toner remaining in each cartridge. You can also select Other Supplies.
  • Touch the Print Supplies Report button to print a one-page summary.

How do I change the toner/waste toner container?

See the video on how to change the toner below:

See the video on how to change the waste container below:

Watch other Xerox support videos.

Where do I get additional supplies including toner, staples, and waste toner containers?

The machine automatically monitors when supply levels are low. To avoid printing interruptions, order these items when the alert messages appear on the control panel. Refer to the user guide for replacement instructions in addition to the video links provided in this article.
Toner: LRI’s system will monitor toner levels and auto-ship a new toner cartridge as needed. The auto-ship trigger threshold is 15 days of print usage remaining. Contact LRI to confirm the toner is on order. LRI is experiencing shipment delays due to supply chain issues. If a printer runs out of toner and will not work, remember that print jobs can be released at any Xerox printer on campus. Refer to the Printer Locations list linked to this article.

In January 2023 our IT Purchasing Coordinator began a new process to receive a Papercut report for low toner levels. We will send an email reminder to super users when printers in their area show a low toner status. ITS does not have access to supply order details within the LRI/Xerox customer service system. The super user should contact LRI for assistance.
Waste Containers: LRI cannot monitor when waste containers need replacement. A message will appear on the control panel indicating that the container is almost full. Contact LRI to order a new waste container. These do not auto-ship. Drum cartridge replacements do not auto-ship.
Staples: Staple cartridge orders will be expensed to the centralized printing budget. When you contact LRI to place an order, use blanket PO# DrakeStaples. The cost for other consumable supplies is included in our LRI maintenance contract.

Phone: 888-332-4014

When you contact LRI, include the machine ID number, model, and shipping address.

Where do I get paper?

Paper is ordered through Drake's Office Depot business account. Special rates have been negotiated and there are standard guidelines to use eco-conscious supplies (FSC Certified or recycled content). Paper on the Managed Print shopping list is charged to a centralized budget. If you need to order paper not on this shopping list, please expense it to your departmental budget.

  • From the Office Depot home page, click on the Shopping List menu option.
  • In the search field, type "managed print" to filter to the correct paper list.
  • The list includes white copy paper in letter, legal, and ledger sizes. A variety of color paper options in letter size are also available.
How do I view a list of print jobs in the queue?
  • From the printer Home screen, scroll up to find and select the Personalize option. Then select Personalize Home.
  • On the next screen, touch the + button in the upper left corner.
  • A list will display with various options. Select Jobs from the list. This will add a Jobs icon to your Home screen. NOTE: Any customizations made through the Personalize menu will only show for your individual user login on the device where you changed the settings.

What if there's an issue with print cards or FOAPAL exceptions?

Please submit a Printing FOAPAL Exception request in the IT service portal.

Where do I find out about any printing changes or outages?

ITS posts our updates on our ITS website and our IT service portal, as well as in the OnCampus newsletter.

  • Opt in to receive outage notifications by texting DrakeITSALERTS to phone number 226787. You first need to be signed up to receive Bulldog Alerts by text. Check your Bulldog Alerts Settings in myDrake. 
  • On Twitter? Follow us @DrakeITServices
What do I do if the super user changes?

ITS will maintain a super user contact list that is shared with LRI. Email Elissa Johnson or Alicia Mann in ITS to report a super user change.


Article ID: 136701
Tue 8/10/21 9:32 AM
Fri 2/10/23 4:00 PM