DePaul University Document Services > Making Copies > FAQ

FAQ

This section provides a list of frequently asked questions with answers for students, faculty and staff.

For Students

How do I add demon express funds to my ID card?

Funds may be added to your ID card by using any VTS machine​, by visiting the Cashier’s Office, or by manually adding funds from a credit card through Campus Connect​​. ​

I do not have a DePaul ID card, can I still make copies?

Yes! Convenience cards may be purchased from any VTS machine for a nominal convenience fee. ​

How do I request a refund?

Please send an email to documentservices@depaul.edu​ including the location, model and serial number of the copier, time, date, and how many total pages you need to be refunded. Please hold on to any poor-quality prints. Once your request is submitted in writing, Document Services will contact you with information regarding your refund. ​​​

What should I do if a machine needs toner, staples, or paper?

Should you notice that a copier location needs paper, toner, or staples (if equipped), please send an email to documentservices@depaul.edu​ or call us at (312) 362-6285, Please include the copier 3/4 digit location number (found on a DePaul label near the control panel) your name, title (if applicable), contact information, and the type of supplies required. To check the status of your supply request, please call (312) 362-6285 or email documentservices@depaul.edu​​. ​ Please be aware that there is a 2 hour window for all supply requests to be delivered with deliveries ending at 4:00 PM Monday through Friday.  Any supply request after 2:00 PM may not be delivered until the next scheduled business day.  If you have a need for a supply, and it is after 2:00 PM, ​please make​ Document Services aware of the need so we can discuss what options may be available to you.   

The copier is not functioning properly. What should I do?

If you encounter any problems with a copy machine, please call Document Services  from any campus phone or email us at documentservices@depaul.edu​​For the Loop  or Suburban Copier location please call extension 2-6285.  For the LPC Copier location please call extension 5-7707. Please reference the machine’s location number which can be found on a DePaul label near the control panel.  Please be specific as to what the service issue is of the copier.  The normal response time  for a Document Services rep to look at your copier is up to 2 hours.  In most cases the Document Services clerk can fix the issue.  In the event that the Document Services clerk cannot fix the issue it is called in for service to our service vendor, there is a 4 hour response time for our service vendor to respond to a service call and show up on site.   Our office hours are 9:00 AM to 5:00 PM Monday through Friday. ​  The service vendor has the same hours.  Any service call recieved by Document Services after 3:00 PM may not be seen until the next scheduled business day.  ​

The copier is not functioning properly, what should I do?

If you encounter any problems with a copy machine, please call Document Services  from any campus phone or email us at documentservices@depaul.edu​​. For the Loop  or Suburban Copier location please call extension 2-6285.  For the LPC Copier location please call extension 5-7707. Please reference the machine’s location number which can be found on a DePaul label near the control panel.  Please be specific as to what the service issue is of the copier.  The normal response time  for a Document Services rep to look at your copier is up to 2 hours.  In most cases the Document Services clerk can fix the issue.  In the event that the Document Services clerk cannot fix the issue it is called in for service to our service vendor, there is a 4 hour response time for our service vendor to respond to a service call and show up on site.   Our office hours are 9:00 AM to 5:00 PM Monday through Friday. ​  The service vendor has the same hours.  Any service call recieved by Document Services after 3:00 PM may not be seen until the next scheduled business day.  


For Faculty/Staff

What is a Key Operator, and how do I find out who it is for my area?

Most areas have a "Key Operator". This individual acts as the primary contact point for Document Services for an area. The Key Operator communicates with Document Services to request supplies or inform us of service issues. Additionally, Document Services provides training to the key operator to enable this person to add supplies to the copier, such as toner, paper, and staples, as well as how to handle basic copier issues (paper jams, etc.).


Areas without a Key Operator that depend solely on Document Services may experience service and supply delays based on the volume of calls on any given day.


If you are unsure of who your department Key Operator is, or would like to set one up in your area, please contact Document Services at extension 2-6285 or documentservices@depaul.edu and we will be more than happy to assist you. ​

How do I have copy privileges activated/deactivated on my account?

To have privileges added or removed from your card, please have your department's budget manager send an email to documentservices@depaul.edu, including your name, ID number, and full department chart field budget information, please remember that only Account 557190 can be used for the charge back of copies.  Once this email is submitted, our staff will be able to access your account and allow you to copy at any faculty/staff copy machine connected to a card reader.


Please note that a copy privilege request email must be submitted by a department's budget manager. If you wish to check the status of your copy privilege request or experience problems while copying, please contact  2-6285 or e-mail​ documentservices@depaul.edu.


We kindly request that the email subject line read as follows: DeptID-Copy Privilege Request (i.e. 100100-Copy Privilege Request)

I do not want individual copy privileges activated on my staffs’ ID cards. How do I obtain a department copy card?

To request a department copy card, a department's budget manager must send an email to documentservices@depaul.edu, including full department chart field budget information and, if desired, a specific name for the copy card. There is no limit to the number of department copy cards Document Services can issue to your department, so feel free to request as many as you need. ID Services charges a fee per department card printed to the chart field information provided to us.  For the current rate please contact Document Services at documentservices@depaul.edu


We kindly request that the email subject line read as follows: DeptID-Department Copy Card Request (i.e. 100100-Department Copy Card Request)


Please note that a department copy card request email can only be submitted by a department's budget manager. If you wish to check the status of your copy privilege request please send an email to documentservices@depaul.edu.​​

I work for two different departments at DePaul. How can I make sure that I am copying from the correct account each time I use the copier?

Document Services is currently able to offer the solution of a department card for this situation. In the event that you work for two different departments and need to make sure your copies are going to the correct account, please send an email to documentservices@depaul.edu​ and we will work with you to reach a solution. ​

I have copy privileges activated on my ID card, but for some reason I cannot make copies, what should I do?

If you experience any problems using your DePaul ID card or department copy card, please contact Document Services at (312) 362-6285 in the loop or (773) 325-7707 or email documentservices@depaul.edu​.

I want to limit the amount of copies one of my staff members can make in a given month, can this be arranged?

By default, all copy privileges assigned by Document Services allow the user to make an unlimited number of copies. Document Services does not currently have the ability to limit an individual user’s copy privileges. ​

I want to know who has copy privileges tied to my department’s account. Can Document Services provide me with a list of users who have privileges linked to my budget?

To aid our customers, Document Services can provide a list of all users within your department that have copy privilege accounts tied to a given department's budget. This list, called a Membership Report, is a useful tool in determining individuals who should no longer have copy privileges tied to your budget, as well as other users who have not received photocopy privileges. A budget manager may request this report by sending an email to documentservices@depaul.edu​ with the department's name and full chart field budget information. Please allow three to five business days for our staff to compile this report. ​

The copy machine in my area is not connected to a card reader and is asking me to enter a PIN each time I use it. How do I activate a PIN code on this copier?

Not all of the copiers in our fleet are connected to card readers. Some copiers may be equipped with an Internal Copy Counter (ICC), sometimes referred to as an “Auditron” by our staff. These copiers require you to enter a PIN code prior to scanning your job. If you need to use a copier equipped with an ICC, please contact your budget manager for your department's PIN number.


Budget managers: If you require a new PIN number to be entered into a specific ICC-controlled copy machine, please send an email to documentservices@depaul.edu , including the full chart field budget information of the department account to be debited, as well as the Location number of the machine in question. ​​The Location number can be found on a DePaul lable near the control panel of your copier.  If you are unsure what the Location number is please contact Document Services at documentservices@depaul.edu

What should I do if a machine needs toner, staples or paper?

Should you notice that a copier location needs paper, toner, or staples (if equipped), please send an email to documentservices@depaul.edu​ or call us at (312) 362 6285.  Please include the copier 3/4 digit location number (found on a DePaul label near the control panel)  your name, title (if applicable), contact information, and the type of supplies required. To check the status of your supply request, please call (312) 362-6285 or email documentservices@depaul.edu​. ​ Please be aware that there is a 2 hour window for all supply requests to be delivered with deliveries ending at 4:00 PM Monday through Friday. Any supply request after 2:00 PM may not be delivered until the next scheduled business day.  If you have a need for a supply, and it is after 2:00 PM, please make​ Document Services aware of the need so we can discuss what options may be available to you.  ​

My department needs to move the copy machine, what should we do?

Should a department need its copy machine moved (temporarily or permanently) to a different location, the department's budget manager or key operator may send an email to documentservices@depaul.edu​​, including the Location number of the machine that is being moved, as well as the move date and new location. Because this requires coordination with external service providers, please submit this information no less than four weeks prior to the scheduled move date. ​

Does Document Services provide paper stock other than standard 8.5” X 11” copy paper?

In addition to toner, staples, and standard 8.5” x 11” copy paper, Document Services also provides three-hole drilled 8.5” x 11” paper, 11” x 17” and legal sized (8.5” x 14”) paper at a nominal charge. To place an order for these specialty stocks, please send an email to documentservices@depaul.edu, including your full chart field and department account information, as well as the delivery location and number of reams of each type of specialty paper you require.  Because this is a charge back item Document Services cannot process or deliver a charge back item on the last working day of each month.  The item will be delivered on the first working day of the new month.  ​We apologize for any inconvenience that this may cause.

PLEASE NOTE: Document Services ONLY provides paper to COPIER locations. This paper is not to be used in any PRINTERS. Should you require paper for your department's printers, you must follow the same steps as ordering specialty stock paper and send an email to documentservices@depaul.edu including your chart field information, indicating how many reams of regular copy paper required by your location. You will be charged a nominal fee for each ream of paper you receive.


We kindly request that the subject line of the email read: Dept ID-Paper Purchase Request (i.e. 100100-Paper Purchase Request)

My department needs to obtain a new copier, what should I do?

If you are a budget manager and feel that your copier is obsolete, consistently down due to service issues, or if your department just needs an additional copier due to growth within the department or area, please send an email to documentservices@depaul.edu​, specifying your location, current machine (if applicable), and department name. Please include an estimated number of users for this copy machine, as well as a projected monthly volume. Once this request is submitted in writing, our staff will evaluate your request and reply as soon as possible to determine if your request will be honored or provide an alternative solution. ​

I want to talk to someone in person, who do I call?

For the loop, please call (312) 362-6285 and one of our team members will assist you. For Lincoln Park, please call (773) 325-7707 and one of our team members will assist you. ​

ALERT: What do I do if I receive a call asking for my copier serial number and model?

Document Services continues to receive reports of toner and service scams taking place around the University. Companies are calling and requesting your copier model and serial number so they can send toner and other supplies which they will then send you bills for.  If you receive one of these calls, please forward the call to Document Services or ask for a contact number and forward this information to us. It is likely they will hang up on​ you when you ask. 
Document Services uses a unique identification number to assist in verifying its location and will never ask you to verify your model and serial number.  If you do receive an invoice for a supply that you did not mean to order please follow these steps:
Please contact the Procurement Department by calling extension 2-7510 or send an e-mail to procurement@depaul.edu
Do not pay the invoice
Do not use the supply keep supply in original box.

How do I activate the print option on my copier?

In order for Document Services to activate and support the Print option on your copier your department must agree to the following requirements.  Document Services does not recommend that this be your sole printer within your department.

1)      The department is responsible for providing an active network data jack and adding the print driver for all users.  If your copier is currently connected to a card reader there should be an additional network data port available already, it may need to be activated.  If the data port is not active or if there is not an available network data port your department would need to activate/ add this port.  Document Services can request the activation/port at your department’s expense. If you already have scan to e-mail activated on your copier we can add the print option using the same port. 

2)      If you have an issue with the print function you will continue to contact Document Services for service.  Document Services will first attempt to fix the issue.  If we are unable to do so we will contact the vendor for technical support, record the service issue in our database, and communicate with the vendor to request status updates. Our office is open Monday through Friday 9:00 AM to 5:00 PM.  We do not have after hour or weekend service.

3)      If you need support for any print function that requires a vendor technician to come on site it may result in a billable service call to your department.  If you require after hour or weekend service there is an additional fee, and the call must be received by Document Services by 4:00 PM to coordinate the after hour or weekend service.  Any call received after 4:00 PM may have to wait for the next scheduled business day and will be considered a standard service call.   Phone support is normally free.  All hardware issues are still covered at no additional cost.  This is only if there is an issue with someone attempting to print to the device and Document Services was unable to fix the issue.

4)      Document Services does not have the capability to provide audit usage by user of the print volume.  Document Services can only provide the meter read total for the department that will be used to generate the chargeback.  The prints are not charged back via a card reader, this will require a manual charge based on the actual meter read.  We will set up the print function using University Security protocol procedures so that we minimize unauthorized printing. 

5)       The cost per print is the same as your department cost per copy.  If you are unsure what your cost per copy is please contact Document Services and provide your location number, which can be found on a DePaul label near the control panel of your copier.  

​If this is something you wish to move forward with please contact Document Services​​ and please provide your copier location number, which can be found on a DePaul lable near the control panel.​

How do I activate the scan to e-mail option on my copier?

Thank you for your interest in the scan to e-mail option.  
The scan to e-mail solution requires that there be an active data port available.  If your copier is currently connected to a card reader there should be an additional network data port available already, it may need to be activated.  If the data port is not active or if there is not an available network data port your department would need to activate/ add this port.  Document Services can request the work to be done but your department would need to pay for the activation/port. If you already have print activated on your copier we can add the scan to e-mail option using the same port. 

There is a flat rate fee per month for unlimited scans.    This fee includes: Activating the scan to e-mail software on the copier, training on how to use the scan function, process the scan via the copier, and provide level 1 support which includes verifying the settings, training and the various hardwire connections.  

The scan to e-mail solution does not use the LDAP server, so there is no auto populate functionality and  no scan can be sent outside DePaul from the devise, all scans must be sent to a valid DePaul e-mail address, the user can then forward the scanned document from their e-mail box.  There is normally a way to manually add users to the devise and we can train someone from your department to add users so you can select a destination e-mail from an address book, and not have to type out the complete e-mail address.  If this option is not available we may be able to add users via the web browser.

If this is something you wish to move forward with please contact Document Services​ and please provide your copier location number, which can be found on a DePaul lable near the control panel.