Paciolan / Assistance needed to print event tickets

Objective

• Troubleshoot or obtain assistance with the Spectra Ticketing System when:
  • You are unable to print tickets from Paciolan laptop to your Boca ticket printer or Lemur ticket printer
  • You receive the error message, Ticket Failed to Print - Contact Your Administrator - Cannot Connect to Printer

Environment

• 85697: Spectra Ticketing System (Paciolan)
• Software for University-owned Computers

Resolution

• Verify that Paciolan Software Manager is running in the service panel (hidden icons menu on the lower right in Windows)
• Verify that the printer is installed Printers and Devices and showing as active (should be a full color image of the printer/device and not greyed out)
  1. From the Printers and Devices screen, right-click the Boca printer and select print options then print a test page. If test print yields a printed test ticket, proceed to next step
  2. In the Paciolan website click the Admin link to view the menu to configure your software and equipment within the website
     • Click the Configure Terminal Printer option and verify or choose the printer from the drop down that is being used to print tickets
     • Click save to store this printer within the Paciolan website for continued use
     • You can print a test alignment from this screen as well test the communication between the Paciolan software, website, and printer. If this is successful, no further troubleshooting is needed. If print still fails, continue to step 3
  3. In the web browser, verify that when you are printing sold tickets from Paciolan's web dashboard there isn't a pop blocker alert in the right end of the URL entry field (indicates that the pop up required during the ticket printing was blocked by the web browser security settings). If you see this, you need to allow pop ups for Paciolan's website in order for it to complete the communication between the Software Manager, printer, and website. Once you have allow all pop ups for Paciolan website, try printing once more and, if successful, no further steps are needed
  4. If a failure still occurs at this point, escalate user to Paciolan Support for additional support
  5. For the Lemur ticket printers, follow the above troubleshooting steps and ensure that the USB is connected to the device and your laptop, and that the device populates in the devices and printers window
     • Note: If the device is populating and accessible in the Paciolan web dashboard and all troubleshooting steps fail to yield a working print, escalate to Lemur customer service to determine if there is a firmware upgrade for the device
  6. Contact IT Help by phone at 513-529-7900 or by live chat at MiamiOH.edu/ITChat for assistance
  7. Provide the following information:
     • A description of the problem
     • Any error messages received
     • Your contact information