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FAQ2018-12-14T13:44:37+02:00

Have questions?

We’ve put together some frequently asked questions to give you more information about Princh and the products we offer.

Will there be staff training?2018-12-14T12:58:49+02:00

We have a complete set of materials including online tutorials to train your staff. If you would like us to do a training session for you, please get in touch with us.

Where are the services managed from?2018-12-13T11:45:07+02:00

Where are the services managed from?

Aarhus, Denmark

What payment options does Princh offer?2018-12-14T13:09:37+02:00

With Princh, you automatically get access to offering users a range of electronic payment options. Princh continuously add more payment methods as they become available and popular. Current payment options include credit and debit cards, PayPal, MobilePay, Swish, and cash. Coming soon are Apple Pay and Google Wallet.

What is BYOD (Bring Your Own Device) self-service printing?2018-12-14T12:56:46+02:00

Bring Your Own Device self-service printing refers to the process that allows users to submit print jobs from any device. Read our guide here to understand how BYOD self-service printing works and to identify the key aspects you need to consider before implementing a self-service printing solution.

What does our library need to do to be able to accept electronic transactions and what are the fees associated with this?2018-12-13T11:41:59+02:00

Princh has already set up global payment gateway and acquirer agreements to process electronic payments and because these payment options are integrated within our software, there is no need to set up, maintain or have any card terminals at your library. Due to our global payment provider agreements, we are able to offer very low transaction fees starting at €0,02 + 1.25% of the transaction value.

We have really old printers at our library. Will we need to buy wireless printers to use Princh?2018-12-13T11:42:30+02:00

No! Princh will work with any printers that you currently have, regardless if they have wireless printing capabilities.

How many printers can we use with Princh at one library? Do you charge extra for additional printers?2018-12-13T11:42:20+02:00

There is no limit to the number of printers that you set up with Princh at your library and there is no additional charge per printer.

Have your libraries’ revenue increased after using Princh?2018-12-14T15:10:24+02:00

With Princh, there is the guarantee that no one will be printing without paying. Our customers have found that when comparing Princh with their previous solution when patrons paid after collecting their print jobs from the printer, that they have now increased their printing revenue by up to 50% as it requires payment before printing and therefore no paper waste as well.

Also, since the electronic payment is integrated into the software, this allows all locations to be able to offer electronic payment with no additional set-up cost or fees. On top of that, we hold the payment gateway and the acquirer agreements for you and have extremely low transaction costs.

Does your solution integrate with coin machines?2018-12-13T11:41:32+02:00

No, Princh does not integrate with coin machines. Princh makes it easy to pay electronically while still offering cash payments at the counter.

Do you need to integrate with our Library Management System (LMS)?2018-12-13T11:44:43+02:00

Princh does not need to interface with any LMS. One of the strengths of Princh is that it does not require user accounts to print/pay.

Can patrons print from home and pick up at the library when ready?2018-12-13T11:44:07+02:00

Yes. Patrons can submit and pay for print jobs from home and release them at the library (requires an Android tablet next to the printer running the Princh manual release feature).

What will happen when I cancel a print job?2018-12-14T13:22:56+02:00

When a print job is canceled the reservation is deleted on the customer’s bank account. This means that no money will be withdrawn. Depending on the bank, it may take several days for the reservation to be deleted.

If the print job has not printed and has the status “In progress” when the payment is canceled, the print job will still be printed when the printer is ready to print. However, no money will be withdrawn from the customer’s bank account.

What payment options does Princh offer?2018-12-14T13:09:37+02:00

With Princh, you automatically get access to offering users a range of electronic payment options. Princh continuously add more payment methods as they become available and popular. Current payment options include credit and debit cards, PayPal, MobilePay, Swish, and cash. Coming soon are Apple Pay and Google Wallet.

What operating systems can we use with Princh?2018-12-12T12:00:44+02:00

We support Windows and Linux operating systems.

We have really old printers at our library. Will we need to buy wireless printers to use Princh?2018-12-13T11:42:30+02:00

No! Princh will work with any printers that you currently have, regardless if they have wireless printing capabilities.

My phone says that you cannot print from this app, what does it mean?2018-12-12T11:42:10+02:00

Princh strives to make it possible to print from as many apps as possible. However, sometimes a particular app does not support sending a document to Princh or other 3rd party applications.

If are you trying to print from an app that is not supported, check if the file can be opened in another app instead and print from there, or try printing from a computer if available. Please also let us know which app caused the problem so that we can potentially fix the issue.

Is Princh easy to install?2018-12-13T13:05:12+02:00

Yes, Princh is cloud based and thus very fast to install with minimal configuration. There’s only a light server and client side installation needed.

If a print job fails to come out of the printer, will we or the user be charged?2018-12-12T13:01:15+02:00

If a print job fails to come out of the printer, will we or the user be charged?

No!

How many printers can we use with Princh at one library? Do you charge extra for additional printers?2018-12-13T11:42:20+02:00

There is no limit to the number of printers that you set up with Princh at your library and there is no additional charge per printer.

How long is it possible to release a print job under “Release order”?2019-10-08T12:49:32+02:00

It is possible to release a print job up to 8 hours after it has been sent. After 24 hours it will be deleted automatically.

How does “Print with password” work?2018-12-14T13:12:26+02:00

“Print with password” is staff’s method to print without paying. Staff can set a password they can use to print without paying for the print job – typically used for testing or helping a user to print.

There will still be a cost of the normal fee to Princh for the print job. “Print with password” is unavailable on mobile devices as it requires that Princh Hosts, such as library staff, enter codes on privately owned devices.

How does the “Release print” function work?2018-12-12T12:58:12+02:00

If a user chooses this option as payment, a window will appear asking for a name and instructing them to go to the reception. When the user has typed in their name, they can go to the reception and pay for their print job. The staff can release the print job from the Admin Panel and receive payment in cash – all without having to leave the reception.

When you push “Release” the print job will be sent to the printer and you can follow its status under “Print Jobs” 

How does the “cash payment” option work?2018-12-14T13:08:20+02:00

When users submit a print job, they can choose to pay by cash (if you want to enable this feature).

If a user chooses this method of payment, a window will appear asking for the user’s name and instructing them to go to the staff counter and pay for their print job. Staff members will be able to see the price of the user’s print job(s) in the Princh Administration Panel. Upon payment to the staff, the print job(s) can be released via the Administration Panel. When the staff members click “Release”, the print job will be sent to the printer and they can follow its status under “Today’s activity”. The user will then collect the print job at the printer.

There are no transaction fees for cash payments. Cash payments can be monitored in the administration panel that you have access to and in the account statement you receive quarterly.

How does Princh work for smartphones and tablets?2018-12-12T11:45:56+02:00

Download the Princh app via Google Play or the Apple App Store. Choose the document you want to print, share with Princh, choose print settings and pay. It’s that easy! (See detailed guide: iOS and Android setup).

Does your solution integrate with coin machines?2018-12-13T11:41:32+02:00

No, Princh does not integrate with coin machines. Princh makes it easy to pay electronically while still offering cash payments at the counter.

Does the print job come out directly after printing or does the user release it at the printer?2018-12-12T11:17:47+02:00

Both options are available. You can set up Princh so that the print jobs come out directly after the user has printed. Alternatively, you can use Princh’s manual (secure) release system, which will provide the user with a four-digit code after having submitted the print job. The user will then enter the four-digit code on an Android tablet next to the printer to release the print job.

Do you need to integrate with our Library Management System (LMS)?2018-12-13T11:44:43+02:00

Princh does not need to interface with any LMS. One of the strengths of Princh is that it does not require user accounts to print/pay.

Do we need to open any ports to be able to use the Princh system?2018-12-12T12:02:43+02:00

We use the standard internet ports 443 and 5222 outgoing ports – and only outgoing. These are usually open and there is no need to configure anything network settings.

Can you print from Chromebooks?2018-12-12T13:34:37+02:00

On a ChromeOS system, it is possible to use Princh through the website print.princh.com. It’s not possible to install a dedicated print client on the system. Chrome does not have a print-subsystem and therefore it is not possible to make the client for ChromeOS yet.

Can we use Princh in a virtual environment?2018-12-12T12:02:03+02:00

Yes, Princh works on virtual enviroments (Windows Terminal server, Citrix, VM ware etc.).

Can the Princh client software be deployed with standard deployment tools?2018-12-12T12:01:41+02:00

Yes, the Princh software package is easy configurable for various deployment tools.

Can staff open the print documents and be able to see what was printed?2018-12-12T12:57:18+02:00

No! Documents cannot be opened by staff in the administration panel. You will only be able to see the document name.

A user wants to print several documents, do they need to pay every time?2018-12-12T11:35:05+02:00

No. When printing from a public computer or laptop, the user can add as many print jobs as they want to their print cart and they only have to pay once. The user can drag documents to the print cart and add them that way, or minimize the window and print again. From a phone, you can currently only print one document at a time.

A user wants to print from a Windows Phone or a Blackberry, what do they do?2018-12-14T13:15:03+02:00

We only have a designated app for iOS and Android since they dominate the market. But users with Windows phones can still print using their browser. Ask the user to open a browser on their phone and go to the webpage print.princh.com. Here they will get access to a web-app where they select a printer, choose their documents and pay.

A user wants to pay by cash, what do I do?2018-12-12T11:35:42+02:00

The user can use the “order print” option and pay by cash at the counter. The staff can release the print when they have received the money for the print job. (See: “How does “Release print” function work?”)

We have iPads, can we use those for the copy and scan app?2018-12-12T13:22:39+02:00

No, our app is for android only. The limitations that Apple poses do not make it possible to have an Apple app.

There are pages missing from the print job, what should I do?2018-12-12T12:58:00+02:00

Ask the user to print the pages they are missing. Then, cancel the payment for those pages in the Admin Panel. Staff can also go with the customer and print the missing pages using the “print with code” function, so the customer does not need to pay again. (For more details see “How does “Print with password” work?” question).

The print job is not being printed, what should I do?2018-12-14T13:26:37+02:00

There can be several reasons a print job is not completed. These statuses can be used to narrow down the problem and find a solution. You can see them in the admin panel under Print jobs:

Queued: The print job is received by Princh’s system, but it is not received by the printer. This is often caused by print jobs waiting in line to be sent to the printer. If it lasts more than 5 min its likely an error in the library’s network, hardware or installation of the Princh server. Try to restart the server running Princh to resolve the problem.

In Progress: The Print job is “In Progress”. This can be caused due to a printer waiting for other print jobs being printed or a printer warming up. If this status lasts more than 5 minutes, it is a sign of error. Check that the printer is switched on and connected to the network, try to restart the printer.

Done: The print job is completed without error.

Error: The print job is in error. This can be caused by printer errors like paper jam, out of toner, out of paper or that it is switched off. Check for paper jam, that has more toner, and that it has paper. Then restart the printer. Resend the print job from the admin panel under “Today’s activity” tab.

Canceled: If the payment of a print job is canceled, or the print job is canceled, it will get this status.  This action is initiated by staff. When a print job is canceled, no money will be deducted from the user’s bank account. No further action is needed.

My printer does not work, can I set it to offline in Princh until I get it fixed?2018-12-12T12:58:06+02:00

Yes, you can deactivate the printer yourself in the Admin Panel. If a user tries to print to a printer that is deactivated, they will get a message that it is not possible because the printer is out of service.

When the printer is working again, you simply re-activate it in the Admin Panel.

Is it possible to have different permission levels for users of the Admin Panel?2018-12-12T11:42:55+02:00

Yes! You can create accounts with different rights for various members of staff. Admins are able to change pricing, printer setups etc. Normal staff users won’t have access to such settings.

How long does print history stay in the admin panel?2018-12-12T11:54:59+02:00

As long as you are a customer of Princh, you will be able to access all of your library’s print history.

How long are the print jobs stored for?2018-12-12T12:57:08+02:00

Documents are kept for up to 24 hours in order to enable the resend functionality from the administration panel.

How does the “Release print” function work?2018-12-12T12:58:12+02:00

If a user chooses this option as payment, a window will appear asking for a name and instructing them to go to the reception. When the user has typed in their name, they can go to the reception and pay for their print job. The staff can release the print job from the Admin Panel and receive payment in cash – all without having to leave the reception.

When you push “Release” the print job will be sent to the printer and you can follow its status under “Print Jobs” 

How does the “cash payment” option work?2018-12-14T13:08:20+02:00

When users submit a print job, they can choose to pay by cash (if you want to enable this feature).

If a user chooses this method of payment, a window will appear asking for the user’s name and instructing them to go to the staff counter and pay for their print job. Staff members will be able to see the price of the user’s print job(s) in the Princh Administration Panel. Upon payment to the staff, the print job(s) can be released via the Administration Panel. When the staff members click “Release”, the print job will be sent to the printer and they can follow its status under “Today’s activity”. The user will then collect the print job at the printer.

There are no transaction fees for cash payments. Cash payments can be monitored in the administration panel that you have access to and in the account statement you receive quarterly.

Can staff open the print documents and be able to see what was printed?2018-12-12T12:57:18+02:00

No! Documents cannot be opened by staff in the administration panel. You will only be able to see the document name.

What is included in a subscription of Princh?2018-12-14T13:16:34+02:00

With a subscription of Princh you get installation, staff-training materials, support, continuous updates, integrated electronic payment setup and promotional materials to make potential visitors aware of your printing services.

What does our library need to do to be able to accept electronic transactions and what are the fees associated with this?2018-12-13T11:41:59+02:00

Princh has already set up global payment gateway and acquirer agreements to process electronic payments and because these payment options are integrated within our software, there is no need to set up, maintain or have any card terminals at your library. Due to our global payment provider agreements, we are able to offer very low transaction fees starting at €0,02 + 1.25% of the transaction value.

How does our library receive the electronic funds when patrons pay electronically?2018-12-13T13:03:36+02:00

Princh will transfer all electronic funds to the library (minus the transaction fees for the payment provider) on a quarterly basis with a detailed account statement including a breakdown of all printing activity. You must provide us with your IBAN and SWIFT bank information or equivalent for an international transfer. Alternatively, you can register a credit card with us to that we can debit and credit as necessary.

Have your libraries’ revenue increased after using Princh?2018-12-14T15:10:24+02:00

With Princh, there is the guarantee that no one will be printing without paying. Our customers have found that when comparing Princh with their previous solution when patrons paid after collecting their print jobs from the printer, that they have now increased their printing revenue by up to 50% as it requires payment before printing and therefore no paper waste as well.

Also, since the electronic payment is integrated into the software, this allows all locations to be able to offer electronic payment with no additional set-up cost or fees. On top of that, we hold the payment gateway and the acquirer agreements for you and have extremely low transaction costs.

Will we need another server?2018-12-12T11:29:44+02:00

99% of our customers have set up Princh on existing hardware so no need to get a new server. If you’re unsure about how to set up Princh in the best possible way for your library, you can book a session to talk it over with a technical support team member of Princh: HERE.

Will we need a new printer?2018-12-13T13:03:18+02:00

No – Princh is printer agnostic which means we work with any printer brand/model.

We have really old printers at our library. Will we need to buy wireless printers to use Princh?2018-12-13T11:42:30+02:00

No! Princh will work with any printers that you currently have, regardless if they have wireless printing capabilities.

We don’t have a dedicated Print server, is this necessary in order to use Princh?2018-12-12T11:25:19+02:00

No, however, we do recommend installing the Princh server software on a stable computer that isn’t used for daily interactions by staff or users. It is also possible to install Princh directly on the printers if they are Google Cloud Print enabled – we would be happy to look up your printer model to see if this is possible.

How many printers can we use with Princh at one library? Do you charge extra for additional printers?2018-12-13T11:42:20+02:00

There is no limit to the number of printers that you set up with Princh at your library and there is no additional charge per printer.

How long will the installation take?2018-12-12T11:21:54+02:00

The server installation takes around 15 minutes. The installation of Princh for Public PCs can be done manually with a one-click installer (two minutes per computer), or you can use your deployment software to perform the installation for your entire network. Princh can be up and running in less than a day.

Can I install Princh without a server?2018-12-12T11:17:08+02:00

Yes. Most new printers come “Google Cloud Print Ready” allowing us to print directly to the printers without a traditional print server.

Will there be staff training?2018-12-14T12:58:49+02:00

We have a complete set of materials including online tutorials to train your staff. If you would like us to do a training session for you, please get in touch with us.

What will happen when I cancel a print job?2018-12-14T13:22:56+02:00

When a print job is canceled the reservation is deleted on the customer’s bank account. This means that no money will be withdrawn. Depending on the bank, it may take several days for the reservation to be deleted.

If the print job has not printed and has the status “In progress” when the payment is canceled, the print job will still be printed when the printer is ready to print. However, no money will be withdrawn from the customer’s bank account.

There are pages missing from the print job, what should I do?2018-12-12T12:58:00+02:00

Ask the user to print the pages they are missing. Then, cancel the payment for those pages in the Admin Panel. Staff can also go with the customer and print the missing pages using the “print with code” function, so the customer does not need to pay again. (For more details see “How does “Print with password” work?” question).

The print job is not being printed, what should I do?2018-12-14T13:26:37+02:00

There can be several reasons a print job is not completed. These statuses can be used to narrow down the problem and find a solution. You can see them in the admin panel under Print jobs:

Queued: The print job is received by Princh’s system, but it is not received by the printer. This is often caused by print jobs waiting in line to be sent to the printer. If it lasts more than 5 min its likely an error in the library’s network, hardware or installation of the Princh server. Try to restart the server running Princh to resolve the problem.

In Progress: The Print job is “In Progress”. This can be caused due to a printer waiting for other print jobs being printed or a printer warming up. If this status lasts more than 5 minutes, it is a sign of error. Check that the printer is switched on and connected to the network, try to restart the printer.

Done: The print job is completed without error.

Error: The print job is in error. This can be caused by printer errors like paper jam, out of toner, out of paper or that it is switched off. Check for paper jam, that has more toner, and that it has paper. Then restart the printer. Resend the print job from the admin panel under “Today’s activity” tab.

Canceled: If the payment of a print job is canceled, or the print job is canceled, it will get this status.  This action is initiated by staff. When a print job is canceled, no money will be deducted from the user’s bank account. No further action is needed.

The file is too big to be printed, what should I do?2018-12-14T13:25:10+02:00

Princh can handle files up to 30 MB. Is it very rare that documents are that large if it is not a professional print job. If you try and print a file larger than 30 MB, the system will report an error. You can now either compress the file to a smaller size than 30 MB or if it is a document with several pages, print it over several sessions.

E.g. If you are trying to print a document containing 60 pages with a size of 40 MB. Print the first 30 pages (1-30) in one session, and then print the next 30 (31-60) in a new session.

My printer does not work, can I set it to offline in Princh until I get it fixed?2018-12-12T12:58:06+02:00

Yes, you can deactivate the printer yourself in the Admin Panel. If a user tries to print to a printer that is deactivated, they will get a message that it is not possible because the printer is out of service.

When the printer is working again, you simply re-activate it in the Admin Panel.

My phone says that you cannot print from this app, what does it mean?2018-12-12T11:42:10+02:00

Princh strives to make it possible to print from as many apps as possible. However, sometimes a particular app does not support sending a document to Princh or other 3rd party applications.

If are you trying to print from an app that is not supported, check if the file can be opened in another app instead and print from there, or try printing from a computer if available. Please also let us know which app caused the problem so that we can potentially fix the issue.

Is the payment provider PCI Compliant?2018-12-12T11:54:36+02:00

Yes.

Is it possible to have different permission levels for users of the Admin Panel?2018-12-12T11:42:55+02:00

Yes! You can create accounts with different rights for various members of staff. Admins are able to change pricing, printer setups etc. Normal staff users won’t have access to such settings.

If a print job fails to come out of the printer, will we or the user be charged?2018-12-12T13:01:15+02:00

If a print job fails to come out of the printer, will we or the user be charged?

No!

How long is it possible to release a print job under “Release order”?2019-10-08T12:49:32+02:00

It is possible to release a print job up to 8 hours after it has been sent. After 24 hours it will be deleted automatically.

How long does print history stay in the admin panel?2018-12-12T11:54:59+02:00

As long as you are a customer of Princh, you will be able to access all of your library’s print history.

How long are the print jobs stored for?2018-12-12T12:57:08+02:00

Documents are kept for up to 24 hours in order to enable the resend functionality from the administration panel.

How does “Print with password” work?2018-12-14T13:12:26+02:00

“Print with password” is staff’s method to print without paying. Staff can set a password they can use to print without paying for the print job – typically used for testing or helping a user to print.

There will still be a cost of the normal fee to Princh for the print job. “Print with password” is unavailable on mobile devices as it requires that Princh Hosts, such as library staff, enter codes on privately owned devices.

How does the “Release print” function work?2018-12-12T12:58:12+02:00

If a user chooses this option as payment, a window will appear asking for a name and instructing them to go to the reception. When the user has typed in their name, they can go to the reception and pay for their print job. The staff can release the print job from the Admin Panel and receive payment in cash – all without having to leave the reception.

When you push “Release” the print job will be sent to the printer and you can follow its status under “Print Jobs” 

How does the “cash payment” option work?2018-12-14T13:08:20+02:00

When users submit a print job, they can choose to pay by cash (if you want to enable this feature).

If a user chooses this method of payment, a window will appear asking for the user’s name and instructing them to go to the staff counter and pay for their print job. Staff members will be able to see the price of the user’s print job(s) in the Princh Administration Panel. Upon payment to the staff, the print job(s) can be released via the Administration Panel. When the staff members click “Release”, the print job will be sent to the printer and they can follow its status under “Today’s activity”. The user will then collect the print job at the printer.

There are no transaction fees for cash payments. Cash payments can be monitored in the administration panel that you have access to and in the account statement you receive quarterly.

How does Princh work for smartphones and tablets?2018-12-12T11:45:56+02:00

Download the Princh app via Google Play or the Apple App Store. Choose the document you want to print, share with Princh, choose print settings and pay. It’s that easy! (See detailed guide: iOS and Android setup).

How and when can you contact customer support?2018-12-12T11:30:32+02:00

If you need to contact customer support, you can find local phone numbers HERE. The support is available between 7 am and 4 pm GMT. You can also email support@princh.com or go to the live chat on our website. There’s no extra charge for support.

For how long can you resend a print job?2018-12-12T11:33:09+02:00

You can resend a print job up to one hour after it was submitted. After this, the file cannot be resent for privacy reasons.

Can you print from Chromebooks?2018-12-12T13:34:37+02:00

On a ChromeOS system, it is possible to use Princh through the website print.princh.com. It’s not possible to install a dedicated print client on the system. Chrome does not have a print-subsystem and therefore it is not possible to make the client for ChromeOS yet.

Can staff open the print documents and be able to see what was printed?2018-12-12T12:57:18+02:00

No! Documents cannot be opened by staff in the administration panel. You will only be able to see the document name.

A user wants to print several documents, do they need to pay every time?2018-12-12T11:35:05+02:00

No. When printing from a public computer or laptop, the user can add as many print jobs as they want to their print cart and they only have to pay once. The user can drag documents to the print cart and add them that way, or minimize the window and print again. From a phone, you can currently only print one document at a time.

A user wants to print from a Windows Phone or a Blackberry, what do they do?2018-12-14T13:15:03+02:00

We only have a designated app for iOS and Android since they dominate the market. But users with Windows phones can still print using their browser. Ask the user to open a browser on their phone and go to the webpage print.princh.com. Here they will get access to a web-app where they select a printer, choose their documents and pay.

A user wants to pay by cash, what do I do?2018-12-12T11:35:42+02:00

The user can use the “order print” option and pay by cash at the counter. The staff can release the print when they have received the money for the print job. (See: “How does “Release print” function work?”)

Where are the documents stored?2018-12-14T13:21:42+02:00

Princh temporarily stores data on AWS hosted on Amazon’s secure data centers in Frankfurt. Information on AWS cloud security can be found by following this link: https://aws.amazon.com/security.

Is the payment provider PCI Compliant?2018-12-12T11:54:36+02:00

Yes.

How long does print history stay in the admin panel?2018-12-12T11:54:59+02:00

As long as you are a customer of Princh, you will be able to access all of your library’s print history.

How long are the print jobs stored for?2018-12-12T12:57:08+02:00

Documents are kept for up to 24 hours in order to enable the resend functionality from the administration panel.

How is data protected between the user’s device and the service?2018-12-12T11:48:48+02:00

All data transmissions are SSL encrypted. Documents aren’t stored for more than 24 hours during which time it’s protected by having a UUID of 40 characters.

Can staff open the print documents and be able to see what was printed?2018-12-12T12:57:18+02:00

No! Documents cannot be opened by staff in the administration panel. You will only be able to see the document name.

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