If you are having problems with the GreenPrint software on your computer you can try some of the steps below or contact the IT Service Desk or by submitting a GreenPrint service request or by calling 603-646-2999 at any time.
When requesting help, please include:

• The problem you experienced.
• The number of pages you expected to print.
• The document's type (PowerPoint, Word, Excel, etc.).
• The date and time of the problem.
• The location and number of the Release Station you were using.
• Whether you were using a Black & White or Color Release Station.

To request a GreenPrint Refund, complete the Refund Request Form.

Table Of Contents:

• Confirm before troubleshooting
• Unable to use a Greenprint Printer
• Estimating GreenPrint Printer repair time?
• Configure DNS Values
• Unable to Use GreenPrint Off-campus
• Get Help

Confirm before troubleshooting

• Are you connected to Eduroam and not Dartmouth Public?
• Are you using a personal VPN (Not Dartmouth's GlobalProtect VPN)? If so, try disconnecting the personal VPN and reconnecting to Eduroam. 
• Have you set DNS values besides the ones used at Dartmouth?

Unable to use a GreenPrint Printer or Print Jobs not Appearing in Print Queue

There are four main reasons you may not be able to release a job at a GreenPrint printer:

1. Your PaperCut credentials are cached/saved incorrectly.
   • When attempting to print on Mac, please be sure your are entering your NetID for username, not the auto-filled default user profile name. 
2. Greenprint only prints US Letter sized paper (8.5" x 11").  Paper sizes such as A4, B2, US Legal will not print or will not print properly.
3. Students may not have enough funds available to print. This can happen if you have used up your $75 per term printing allocation and your DA$H discretionary account has reached a negative $100. If this is the case, you can make a payment against your DA$H deficit to reduce the outstanding negative balance to less than $100. Please ensure the payment you make is enough to fund the print jobs you need to print.
4. You may not be authorized to use a particular printer. If this is the case, a message will be output to the printer clearly indicating you do not have permission to use that printer. If you are a Dartmouth student you should never see this message. If you do, submit a support request at dartgo.org/techhelp and tell us the message you received and the Greenprint printer number you were trying to use.

Estimating GreenPrint Printer repair time?

Typically, when there are problems with GreenPrint, it is usually because a specific printer someone is trying to use is not working; occasionally there is a system-wide problem that is preventing all GreenPrint printers from working.

• If the printer has a broken part that needs to be replaced, it may be down for a length of time. Please use another Greenprint printer in this event.
• If a system-wide problem is causing all the GreenPrint printers not to work, the problem is receiving immediate attention. An announcement regarding the GreenPrint outage will be posted at DartPulse.

Configure DNS Values

Mac

1. Click on the Wifi icon in the Finder toolbar at the top of the screen
2. Select Open Network Preferences or click Wi-Fi settings... if using macOS Ventura
3. Click Advanced... at the bottom of the box.  For macOS Ventura, click the Details... button for the Eduroam network
4. Click on the DNS tab. For macOS Ventura, click DNS on the left side of the window.
5. The values under DNS Servers should be 129.170.17.4
6. If they are incorrect, select the existing values and click the "-" button at the bottom
7. If they are grayed out, click on the "+" and then the "-" to return them to default values
8. Click OK, then Apply

Windows

1. Open the Settings
2. Select the Network & Internet category
3. Select Wifi from the left column
4. Select Change Adapter Options on the right side or at the bottom of the window (you may need to scroll down).
5. If you are connecting to Eduroam, right click on your wireless card (usually labelled WiFi) and select Properties
   • If you are connected via Ethernet, right click on your active Ethernet connection and select Properties
6. Highlight Internet Protocol Version 4 (TCP/IP) and click on the Properties button. 
7. Under the General tab, select Obtain DNS Server address automatically and press OK to confirm changes. 
    

Unable to Use GreenPrint Off-campus

GreenPrint requires a connection to Dartmouth's Network (either Eduroam or Ethernet). In order to print to the GreenPrint printers from a computer that is not connected to Dartmouth's network, you need to establish a VPN connection first. Please see GlobalProtect VPN Overview for additional information.
 

Get Help