Central Printing: Conway Printer Replacement FAQ

Summary

This article answers some frequently asked questions about the Conway printer replacement happening on all campuses during Spring/Summer 2024.

During phase one, in March 2024, printer/copier/scanner multi-function printers (MFPs) were upgraded or replaced across all campuses. The USNH central printing vendor, Conway Office Solutions, evaluated employee printing history and needs as part of their contract renewal process and recommended these changes to optimize printer use and reduce the costs of these leased printers. 

Phase two involves updating printers at UNH and PSU to the PaperCut interface. PaperCut has been in use at KSC for a number of years but will be new to UNH and PSU. 

The benefits of PaperCut include:  

  • Simplicity: Employees can print anywhere on campus without worrying about printer names or drivers. 
  • Increased security: Each printer will have an ID reader, ensuring the right person picks up the print job.
  • Sustainability: Customized print policies encourage users to choose double-sided printing, reducing paper use.  

PaperCut will be implemented at Plymouth and UNH Law in June 2024. Communication and outreach to other UNH locations and the USNH System Office are forthcoming. 

 

Questions

Q1 – Why is our printer changing?

Q2 – When is our printer changing to PaperCut?

Q3 – How do I request supplies for the new MFP?

Q4 – How do I order more paper?

Q5 – How do I recycle used toner cartridges?

Q6 – What about old printer supplies that do not match the new MFP?

Q7 – Will there be changes to the printing interface with the move to PaperCut?

Q8 – What if the printer default settings are not a good fit for our business needs?

Q9 – What do I do if I see a “Remote Services Error” notification on the MFP’s LED panel?

Q10 – What do I do if I cannot print from my university device (computer/laptop/tablet)?

Q11 – What can I do if the printer is malfunctioning?

Q12 – What else is changing?

 

Answers

A1 – Why is our printer changing?

Multi-function printers (MFPs) are being upgraded or replaced across all campuses.  The USNH central printing vendor, Conway Office Solutions, evaluated employee printing history and needs as part of their contract renewal process and recommended these changes to optimize printer use and reduce the costs of these leased printers. 

Back to Questions

 

A2 – When is our printer changing to PaperCut?

The plan is to migrate multi-function printers (MFPs) during Summer 2024. Expect each printer to have downtime on the day it is being migrated.

Back to Questions

 

A3 – How do I request supplies for the new MFP?

Conway will remotely monitor the status of non-paper supplies (such as toner and drums) and automatically drop-ship them to your location when needed.  The only supply you need to monitor and order is paper (see next question).

If you do need to request supplies, you can do so by sending email to cop-supplyteam@xerox.com with the printer’s Conway ID# from the sticker on the MFP. 

Back to Questions

 

A4  How do I order more paper?

Paper should be ordered through our contracted vendors in UShop, such as W. B. Mason, using your usual UShop ordering process. 

For KSC only, please order paper through the KSC Paper Request Link.

Back to Questions

 

A5 – How do I recycle used toner cartridges? 

When you install a new toner cartridge, place the used toner cartridge back in the box the new cartridge came from.  Mark the toner box "USED - Please recycle".  

PSU and UNH Durham:  Place the "USED - Please recycle" toner cartridge box in your campus mail pickup area.  Campus Mail Services collects the used toner cartridges for recycling via Mail Services. 

UNH Manchester, UNH Law, and USNH System Office:  Place the "USED - Please recycle" toner cartridge box in your campus mail pickup area, addressed to UNH Durham Mail Services. Durham Campus Mail Services collects the used toner cartridges for recycling. 

KSC:  Once 2-3 "USED - Please recycle" toner cartridge boxes are collected in the printer room, email recycling@keene.edu and the KSC Campus Sustainability Office will collect the used toner cartridges for recycling. 

Department Self-Service:  You can also recycle toner cartridges directly with Xerox. Go to Xerox's Eco Box Returns page. Choose "Order Boxes" and follow the on-screen instructions.  You will receive large Eco Boxes with pre-paid return labels.  Place the "USED - Please recycle" toner cartridge box in your Eco Box.  Once the Eco Box is full, you can ship it back via UPS at no charge. 

Back to Questions

 

A6  What about old printer supplies that do not match the new MFP?

Old supplies stored by the printers will be picked up by Conway as the old printers are taken away.  If supplies for your old printer remain after April 1, 2024, send email to cop-supplyteam@xerox.com with the building and room/location of the old supplies to request that they be picked up. 

Back to Questions

 

A7  Will there be changes to the printing interface with the move to PaperCut?

KSC, which has been using PaperCut for a number of years, will not see changes to their printing interface.

UNH and PSU are changing to a model using “Follow-Me Printer” queues. Once these printers are set up on your computer or mobile device, then you simply choose to print to one of the Follow-Me Printers.  Your print job waits in “queue” (up to 4 hours) for you to release it from any PaperCut-enabled printer on campus.

The PaperCut Print articles under the Central Printing section of the Technology Knowledge Base explain how to print from managed or personal computers, how to release print jobs with tap to release or via a web browser, and how to set up your ID Card to enable tap to release. Remember, these instructions will only work after the networked printer has been migrated to PaperCut.  See the schedule in When is our printer changing to PaperCut? (above).

Back to Questions

 

A8  What if the printer default settings are not a good fit for our business needs?

If your business needs are not satisfied by the standard printer configurations, or if you need to specify configurations for a new USNH-managed printer, please use the Printer Customization request form.

Back to Questions

 

A9  What do I do if I see a “Remote Services Error” notification on the MFP’s LED panel?

That notification basically means that the MFP has gone to sleep and cannot communicate with the Conway management servers.  It does not affect MFP function and you can just press the Home button to wake the printer up again and remove the notification.  This is a known issue being addressed by the vendor. 

Back to Questions

 

A10  What do I do if I cannot print from my university device (computer/laptop/tablet)?

If the printer appears to be functioning normally but you cannot print from your university-issued device, please submit a support ticket explaining what you have tried and what the problem is. Be sure to include the printer’s Conway ID# from the sticker on the MFP, what kind of computer you have (Windows or MacOS), as well as the location where you were trying to print from. Use the “Request Printer Help” button on the Central Printing Service page and attached to this article. 

Back to Questions

 

A11  What can I do if the printer is malfunctioning?

If the MFP is malfunctioning, phone the Conway Help Desk at 800-343-7777 with the Printer’s Conway ID# from the sticker on the device. Alternatively, send an email to cop-coastal-dispatch@xerox.com explaining the problem.  Be sure to include the printer’s Conway ID# from the sticker on the MFP (obfuscated in image below).

Conway Support Sticker with bar code and device ID blurred out.

Back to Questions

 

A12  What else is changing?

Some MFP models were upgraded from black and white only to color-capable printing as part of right sizing the devices and available features.   While the new contract provides a reduced cost per page, if you wish to print black and white, you may need to select that option from the Print dialog box on your computer

Back to Questions

 

Further Readings

Central Printing - Knowledge Articles

Central Printing Service -

KSC Paper Request Link 

Xerox's Eco Box Returns 

 

Need additional help?

Use the “Request Printer Help” button on the Central Printing Service page to submit a support request with as much detail as possible, or contact the Technology Help Desk team on your local campus. For password issues you must call or visit the Help Desk in person.

 

 

 

 

 

 

 

 

 

 

Print Article

Details

Article ID: 4887
Created
Tue 3/19/24 4:09 PM
Modified
Thu 6/13/24 7:00 PM
Applicable Institution(s):
Keene State College (KSC)
Plymouth State University (PSU)
University of New Hampshire (UNH)
USNH System Office

Related Services / Offerings (3)

Central Printing Services are available to staff and faculty to provide centralized printing queues that are easily accessible while on campus or on the VPN. Follow-Me Printers will be configured for Tap-to-Release. Customization is available for special circumstances, pending approval.
Request Printer Customization if your business needs are not satisfied by the standard printer configurations, or if you need to specify configurations for a new USNH-managed printer.
Request Printer Help if you need assistance setting up printing on your computer or mobile device, if you are having trouble releasing print jobs, or for issues with an existing USNH-managed printer.