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FAQ

Using the system

Getting help

Printers

Costs and printing credits

General troubleshooting

How do I use the new system?

When the printers are successfully installed across campus, you will need to use the Papercut software to print. The software will automatically be installed on staff members' Windows machines that have Zenworks installed. If you do not receive the software update via Zenworks, or if you have a Mac, you will need to manually install the software.


Follow the instructions on using the printers are available on this website.

 

How do I set up my PIN code?

You will need to set up a PIN code the first time you use a printer. Follow these instructions to set it up.

 

How do I print/scan/copy?

View the Using the Printers web article to see how to use the various services.

 

How do I manage my account?

Use the MPS portal, https://mpsportal.uct.ac.za, to manage your account, change your PIN code, view a history of your print jobs and printing costs, and more.

 

What are the benefits of the new system?

The What's New web article provides a detailed overview of the new and improved features of the Xerox printers.

 

What do I do if something goes wrong with a printer?

Report printer-related and UCT Managed Print Services issues to the Bytes Helpdesk. Upon logging a call, you will need to:

  • Quote the serial number of the printer, which can be found on the label affixed to the printer (see below), or
  • Quote UCTSW, specifying software issues

Bytes Document Solutions MPS Call Centre

NOTE:

  • For requests to refund money or load credits no reference number will be issued.
  • For calls for broken equipment you will receive a reference number.


Hours:

  • Onsite support: 8:00 a.m. – 4.30 p.m.
  • Telephonic support:
    • Weekdays: 8:00 a.m. – 8:00 p.m.
    • Saturdays: 9:00 a.m. – 5:00 p.m.

View the document centres' contact details.

 

What are your service hours?

  • Onsite support: 8:00 a.m. – 4.30 p.m.
  • Telephonic support:
    • Weekdays: 8:00 a.m. – 8:00 p.m.
    • Saturdays: 9:00 a.m. – 5:00 p.m.

 

What is the turnaround time for any call logged?

  • The turnaround time for equipment repair: 8 business hours.
  • Student refunds: 48 to 72 hours.
  • Bursary funds loading: 48 to 72 hours.
  • Bulk printing: 48 hours.
  • General questions and requests: 24 hours.

 

How do I escalate my query if I don't receive any feedback?

If you did not receive feedback or a response to a call you have logged, please escalate to jaco.albertyn@bdsol.co.za or call 021 650 1549

 

Where are the document centres located & what are their telephone numbers?

The document centres' locations and opening hours are available on the Contact Us webpage.

 

Where are the print & copy machines located?

View the complete list of available devices across campus.

 

How do I get paper or toner?

  • The replenishment of paper and toner gets monitored by our software and will get replenished proactively.
  • In the event that you have run out of paper or toner and it has not been replaced, please contact xerox.uct@bdsol.co.za or call 021 650 1549. Paper and toner will be delivered within 1 hour.

 

Will printing costs change at UCT?

Printing costs will marginally change with the introduction of the new printers.

 

How do I load printing credits?

  1. Load credit using the payment portal boxes (located at the Oppenheimer Document Centre on Upper Campus and the Barnard Fuller Health Science Library, Medical Campus)
     
  2. Load credit online via the Intelipay portal 
     

How do I load bursary funds?

  • Please send your bursary fund request to xerox.uct@bdsol.co.za.
  • You will receive a quote based on your request.
  • Your department will need to generate a purchase order (PO), based on the quote, which you will then need to send to us.
  • Once we receive the PO, your funds will be loaded within 48 to 72 hours.

 

How do I get a refund if my job didn’t print correctly?

If you experience a problem when printing in the document centres, one of the Bytes staff members will assist you by either printing the job for you or putting in a request that your money be refunded. Please note that the refunds can take up to 48 hours.

 

How do I print via my mobile device?

This service is not yet available, but we will inform you as soon as it goes live.

 

Is scanning to email secure?

Yes. You can only send emails to a UCT email address.

 

I scanned to email but there is nothing in my mailbox.

There could be a number of reason for this, including issues with the UCT Network or the device itself. Try scanning from another Xerox device and if the issue persists, log a service call with the Bytes Document Solutions MPS Call Centre.

 

How do I use the print and copy services as a visitor at UCT?

You will need to purchase a visitor's card in order to print at UCT. Instructions are available here >>

 

Contact Us

Tel: 021 650 4815
Email: xerox.uct@bdsol.co.za

Helpdesk Hours

  • Onsite support: 8:00 a.m. – 4.30 p.m.
  • Telephonic support:
    • Weekdays: 8:00 a.m. – 8:00 p.m.
    • Saturdays: 9:00 a.m. – 5:00 p.m.

 

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