Public Computer Upgrades Complete
Except for some minor problems, about 70 of our older computers have been replaced.
Not only have the computers, monitors, mice and keyboard been replaced, but a new image has been installed. (new image = new hard drive installation)
This has been done on all public computers, not just the 70 new ones.
It is still Windows XP...and all the usual software. But frequently updated programs like Adobe Acrobat Reader, Java, and Flash will have had there most recent versions installed. And Internet Explorer is updated from 7 to 8...and Firefox is updated from 3.0 to 3.6.
Basically, they did a really great job and we should notice no changes. But they deal with so much software and plugins that there could be small problems that are less noticeable. Please let me know if you hear of any users experiencing problems.
Monday, March 22, 2010
Procedures - Visitor Cards, Courtesy Cards, Vouchers and TCard Claims
SEPTEMBER 29, 2010: dedicated card dispensing machine arrives, no longer buy back visitors card bought by mistake
JUNE 10, 2013 UPDATE: change machine removed, the library no longer provides change
Visitor Printing/Copying Cards
Blank visitor cards can be purchased for $5.00 from the Cash to Card machines. Funds for printing/photocopying are then loaded on the card using the same machine.
Costs
Printing = 15 ¢ per page
Photocopying =10 ¢ using a card;
15 ¢ using coin-operated machine
Card Flagged Error Message
If a users’ card is showing the error message ‘Card Flagged’ when they try to print or photocopy, they should be instructed to go to the last machine where the card worked, and reinsert the card into that machine. This should remove the flag.
If they cannot remember which machine to go to, or if this does not remove the ‘flag’ they should be instructed to go to the T Card office (2nd Floor Robarts) to have the card unflagged.
Courtesy Cards
Courtesy cards, vouchers and the Gerstein Staff Print card are all stored in the locked black printer cabinet behind the Information desk.
‘Courtesy cards’ are visitor cards which are held at the desk for the use of one-time visitors to the library when they have only a few pages to print. If the user is photocopying, they can be directed to the coin-operated machine and the change machine if they do not have coins.
If someone comes to the desk and asks for one of these ‘Courtesy cards’ they are likely not a one-time user and should be instructed to purchase a visitor card. Desk staff should use their discretion as to when the card can be borrowed by a patron.
When the courtesy cards are loaned out, the staff member must request a piece of identification from the person borrowing the card, which will be returned when the card is brought back to the desk. Staff should lock the ID into the black printer cabinet to keep it secure for the patron. If your desk shift is ending, let the next person who comes out know that the ID is being held in the cabinet for a visitor.
When lending these cards, the staff member should tell the patron that any funds left on the card will not be refunded, and to only load the card with the amount needed to cover the cost of printing.
Vouchers aka “Gerstein Public Printer Voucher for Missing/Defective Print Jobs”
Vouchers are issued when a patron uses their TCard or a Visitor card to print, and payment is subtracted from the chip on their card but the machine does not print/photocopy, or does so but the print/photocopy is damaged or illegible.
Vouchers are filled out at the Information Desk by desk staff, indicating the number of pages lost. Having a voucher allows a patron to approach the Information Desk at a later date and ask that a print/photocopy job be printed at a public printer by a staff member using the staff print card in the printer cabinet. When issuing a voucher, please inform the patron that are only to be claimed at Gerstein (i.e. patrons cannot take these to the Info Commons or Robarts to get print jobs). This is purely an internal Gerstein procedure.
Gerstein Staff Print Card
The staff print card is located in the printer cabinet behind the information desk. It is preloaded with money by the library. This card is never given to patrons; staff must accompany the patron and use the card to print their materials for them. Remember to return the card to the printer cabinet when finished with it. If the balance is low, please report to Jeff Heeney.
TCard Claim Forms
TCard Claim Forms are issued from the Loan Services Desk when a Visitor Card is not dispensed by theCash to Card machine or when a patron has deposited funds that are not added to card.
Staff must record the 8-digit ITC number from the back of the claimant's TCard on all claim forms forwarded to the TCard Office. They cannot process a claim without this number. Then the patron fills in the form and leaves it with staff at the Loan Services desk. The Library's Business Office at Robarts Library follows up on the claim.
Bill Changer Claim Form
The bill changer provides loonies and toonies in return for $5, $10, and $20 bills. If a patron has lost money using this machine, a Bill Changer Claim form is issued. These forms are kept at the Loan Services desk as well.
WHAT TO DO WHEN:
A patron puts money in the Cash to Card machine and no card comes outTake the patron to the Loan Services Desk and ask for a TCard claim form. Advise them to fill it out and leave it with Loan Services staff.
Patron prints from the internet but printer runs out of ink halfway through (patron paid for 12 pages, but can only read 6).
Use the Staff print card to reprint the 6 illegible pages, or issue a voucher for 6 pages if the patron is in a hurry and must leave.
Patron brings a book to the Info desk and asks a staff member to photocopy a chapter for him, because he is a visitor from out of town and doesn’t have a T card.
Direct the patron to the coin-operated photocopiers and the change machine.
Patron would like to print out an online article, but she is visiting from another University.
Give patron one of the courtesy cards in exchange for a piece of identification. Advise the patron to load the card only with the amount of money equivalent to the number of pages she wishes to photocopy as there are no refunds for money left on the card.
Student comes in with a voucher from September 2008 for 4 pages and asks to use it to print a 10 page article.
Tell the student to send pages 1-4 and 5-10 to the printer separately. Take staff card from printer cabinet and accompany student to the printer. Print pages 1-4 using the staff card, and instruct the student to use their T card to print the remaining pages. Put the staff card back in the printer cabinet when done. There is no expiry date on a voucher.
A patron tries to change a 5 dollar bill and only a toonie is dispensed.
Take the patron to the Loan Services Desk and ask for a Bill Changer claim form. Advise them to fill it out and leave it with Loan Services staff.
A patron buys a visitor card by mistake when attempting to add money to a T-Card. (they cannot refund or exchange it, it is their permanent card....JH edit)
We will refund this money to them. Here is the process.
1. The user hands over the visitor card to the staff member.
2. The staff member fills out a TCard claim form. Where the form says ‘Reason for Refund’ in the Notes field on the right, say "card purchased in error."
HAVE THE USER SIGN THE FORM. It doesn't matter where.
3. Attach the visitor card to the TCard claim form and give it to Peter or Renata
4. Give the user $5 from the float of $5 bills
5. Peter or Renata will leave a note on the $5 float, alerting staff that the float will not be $100. Peter or Renata will send the TCard claim form and the card to Julian and who will return the funds to Peter or Renata.
WE DO NOT REFUND MONEY IF TOO MUCH VALUE WAS ADDED TO A VISITOR OR TCARD
Last updated: March 2010, AB
Last updated: June 2013, JH
SEPTEMBER 29, 2010: dedicated card dispensing machine arrives, no longer buy back visitors card bought by mistake
JUNE 10, 2013 UPDATE: change machine removed, the library no longer provides change
Visitor Printing/Copying Cards
Costs
Printing = 15 ¢ per page
Photocopying =10 ¢ using a card;
15 ¢ using coin-operated machine
Card Flagged Error Message
If a users’ card is showing the error message ‘Card Flagged’ when they try to print or photocopy, they should be instructed to go to the last machine where the card worked, and reinsert the card into that machine. This should remove the flag.
If they cannot remember which machine to go to, or if this does not remove the ‘flag’ they should be instructed to go to the T Card office (2nd Floor Robarts) to have the card unflagged.
Courtesy Cards
Courtesy cards, vouchers and the Gerstein Staff Print card are all stored in the locked black printer cabinet behind the Information desk.
‘Courtesy cards’ are visitor cards which are held at the desk for the use of one-time visitors to the library when they have only a few pages to print. If the user is photocopying, they can be directed to the coin-operated machine and the change machine if they do not have coins.
If someone comes to the desk and asks for one of these ‘Courtesy cards’ they are likely not a one-time user and should be instructed to purchase a visitor card. Desk staff should use their discretion as to when the card can be borrowed by a patron.
When the courtesy cards are loaned out, the staff member must request a piece of identification from the person borrowing the card, which will be returned when the card is brought back to the desk. Staff should lock the ID into the black printer cabinet to keep it secure for the patron. If your desk shift is ending, let the next person who comes out know that the ID is being held in the cabinet for a visitor.
When lending these cards, the staff member should tell the patron that any funds left on the card will not be refunded, and to only load the card with the amount needed to cover the cost of printing.
Vouchers aka “Gerstein Public Printer Voucher for Missing/Defective Print Jobs”
Vouchers are issued when a patron uses their TCard or a Visitor card to print, and payment is subtracted from the chip on their card but the machine does not print/photocopy, or does so but the print/photocopy is damaged or illegible.
Vouchers are filled out at the Information Desk by desk staff, indicating the number of pages lost. Having a voucher allows a patron to approach the Information Desk at a later date and ask that a print/photocopy job be printed at a public printer by a staff member using the staff print card in the printer cabinet. When issuing a voucher, please inform the patron that are only to be claimed at Gerstein (i.e. patrons cannot take these to the Info Commons or Robarts to get print jobs). This is purely an internal Gerstein procedure.
Gerstein Staff Print Card
The staff print card is located in the printer cabinet behind the information desk. It is preloaded with money by the library. This card is never given to patrons; staff must accompany the patron and use the card to print their materials for them. Remember to return the card to the printer cabinet when finished with it. If the balance is low, please report to Jeff Heeney.
TCard Claim Forms
TCard Claim Forms are issued from the Loan Services Desk when a Visitor Card is not dispensed by the
Staff must record the 8-digit ITC number from the back of the claimant's TCard on all claim forms forwarded to the TCard Office. They cannot process a claim without this number. Then the patron fills in the form and leaves it with staff at the Loan Services desk. The Library's Business Office at Robarts Library follows up on the claim.
The bill changer provides loonies and toonies in return for $5, $10, and $20 bills. If a patron has lost money using this machine, a Bill Changer Claim form is issued. These forms are kept at the Loan Services desk as well.
WHAT TO DO WHEN:
A patron puts money in the Cash to Card machine and no card comes outTake the patron to the Loan Services Desk and ask for a TCard claim form. Advise them to fill it out and leave it with Loan Services staff.
Patron prints from the internet but printer runs out of ink halfway through (patron paid for 12 pages, but can only read 6).
Use the Staff print card to reprint the 6 illegible pages, or issue a voucher for 6 pages if the patron is in a hurry and must leave.
Patron brings a book to the Info desk and asks a staff member to photocopy a chapter for him, because he is a visitor from out of town and doesn’t have a T card.
Direct the patron to the coin-operated photocopiers and the change machine.
Patron would like to print out an online article, but she is visiting from another University.
Give patron one of the courtesy cards in exchange for a piece of identification. Advise the patron to load the card only with the amount of money equivalent to the number of pages she wishes to photocopy as there are no refunds for money left on the card.
Student comes in with a voucher from September 2008 for 4 pages and asks to use it to print a 10 page article.
Tell the student to send pages 1-4 and 5-10 to the printer separately. Take staff card from printer cabinet and accompany student to the printer. Print pages 1-4 using the staff card, and instruct the student to use their T card to print the remaining pages. Put the staff card back in the printer cabinet when done. There is no expiry date on a voucher.
Take the patron to the Loan Services Desk and ask for a Bill Changer claim form. Advise them to fill it out and leave it with Loan Services staff.
A patron buys a visitor card by mistake when attempting to add money to a T-Card. (they cannot refund or exchange it, it is their permanent card....JH edit)
1. The user hands over the visitor card to the staff member.
2. The staff member fills out a TCard claim form. Where the form says ‘Reason for Refund’ in the Notes field on the right, say "card purchased in error."
HAVE THE USER SIGN THE FORM. It doesn't matter where.
3. Attach the visitor card to the TCard claim form and give it to Peter or Renata
4. Give the user $5 from the float of $5 bills
5. Peter or Renata will leave a note on the $5 float, alerting staff that the float will not be $100. Peter or Renata will send the TCard claim form and the card to Julian and who will return the funds to Peter or Renata.
WE DO NOT REFUND MONEY IF TOO MUCH VALUE WAS ADDED TO A VISITOR OR TCARD
Last updated: March 2010, AB
Last updated: June 2013, JH
Monday, March 08, 2010
TCards getting stuck in readers
Occasionally those of us at the service desks experience issues with students' tcards getting stuck in the card reader boxes.
Jeff has spoken with Mark L. and this problem is occurring due to a combination of two issues:
Put those two together and you have some cards getting stuck in some units.
The user card still works in most units...most of the time. The card reader still works for most cards...most of the time. Replacing the unit will not solve the problem as it will still 'grab' a small number of user cards that have minor defects.
TIPS for dealing with this problem
Allison Bell
March 8, 2010
Occasionally those of us at the service desks experience issues with students' tcards getting stuck in the card reader boxes.
Jeff has spoken with Mark L. and this problem is occurring due to a combination of two issues:
- some user cards are slightly problematic
- some card readers are slightly problematic.
The user card still works in most units...most of the time. The card reader still works for most cards...most of the time. Replacing the unit will not solve the problem as it will still 'grab' a small number of user cards that have minor defects.
TIPS for dealing with this problem
- If a patron's card gets stuck in a machine, unplug the machine, remove the card, plug the reader back in and REINSERT the card. This will allow the balance to be written so that the card doesn't get 'flagged.'
- If you unplug the card reader at the printer in the Wallace Room, make sure that when you plug it back in you don't use the outlet marked with an X, as this outlet is not working.
- Advise the user to try another printer if their card has gotten stuck repeatedly
- If there are a large number of cards getting stuck in one machine in a short period of time, let Jeff know. He regularly cleans the units, so he will know if it needs cleaning, or if it is in fact a problem with the reader itself.
- You can always try the 'shirt-tail' solution for a card that gets stuck or is unable to be read. Gently rub the metal 'chip' with a cotton shirt tail or white eraser. This sometimes helps.
Allison Bell
March 8, 2010
Friday, October 30, 2009
Friday, October 09, 2009
If any users come to the desk saying their UTORid does not work, they have two options:
1. Ask them to go to this web page and enter their UTORid and password, then go back and try logging into the service they were having trouble with: https://www.utorid.utoronto.ca/cgi-bin/utorid/verify.pl
2. Go to the Information Commons Help Desk at Robarts
1. Ask them to go to this web page and enter their UTORid and password, then go back and try logging into the service they were having trouble with: https://www.utorid.utoronto.ca/cgi-bin/utorid/verify.pl
2. Go to the Information Commons Help Desk at Robarts
Friday, October 02, 2009
Our annual public computer and printer upgrades are almost complete.
There remains a few computers in the Morrison Pavilion out of order, but all others have been upgraded and are working fine.
Both print stations are working for all computers.
UPDATE OCT 9
Double-sided copying is now the default.
Slow logins are still causing a few questions every day. Ask users to be patient. It has taken as long as 3 minutes for a computer to login. Most are inbetween 30 seconds and 2 minutes.
Print jobs not arriving at our print stations is being caused by experienced users who don't expect to see the new print confirmation window. There are now two. The first one is the one eveyrone knows...where you enter your name. The second one is new and shows the cost, page count, and warns it will be double-sided.
Ask users to resend the print job, but to wait 10 seconds for the second confirmation window to open.
There remains a few computers in the Morrison Pavilion out of order, but all others have been upgraded and are working fine.
Both print stations are working for all computers.
UPDATE OCT 9
Double-sided copying is now the default.
Slow logins are still causing a few questions every day. Ask users to be patient. It has taken as long as 3 minutes for a computer to login. Most are inbetween 30 seconds and 2 minutes.
Print jobs not arriving at our print stations is being caused by experienced users who don't expect to see the new print confirmation window. There are now two. The first one is the one eveyrone knows...where you enter your name. The second one is new and shows the cost, page count, and warns it will be double-sided.
Ask users to resend the print job, but to wait 10 seconds for the second confirmation window to open.
Thursday, June 18, 2009
Friday, May 29, 2009
UTORdial Discontinued
The University plans to shut down the UTORdial service in September and CNS will be sending a message to all "active" customers, in the next few weeks to advise them of this plan. We think it would be advisable to caution all purchasers of tokens that this is the end-date of use of this service so they do not purchase more than they can use by that time. As you know, there are no refunds on unused tokens, including when the service ends permanently.
May 21, 2009
Renata
The University plans to shut down the UTORdial service in September and CNS will be sending a message to all "active" customers, in the next few weeks to advise them of this plan. We think it would be advisable to caution all purchasers of tokens that this is the end-date of use of this service so they do not purchase more than they can use by that time. As you know, there are no refunds on unused tokens, including when the service ends permanently.
May 21, 2009
Renata
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