All SHU-Canon users may experience a "Hold for Authentication" message when attempting to submit a print job.

Issue Description

When someone with an active SHU account attempts to submit a print job on a macOS device to the SHU-Canon server, they may receive a "Hold for Authentication" message on the print job.

 

Environment

This issue may occur on personal and SHU-issued macOS devices. Similar issues are not known to occur on other devices to due differences in how credentials for the SHU-Canon connection are saved.

 

Resolution

1. Open Print Center
2. Select the SHU-Canon printer
   • The printer name may be different if the default name was modified during the initial setup process
3. Select the Lock next to any print job displaying Hold for Authentication
4. Enter your SHU information in the pop-up
   • Name: SHU username
   • Password: SHU password
5. If you want to save the information for future print jobs, select the box for Remember this password in my keychain
6. Select OK
7. Repeat these steps for any other SHU-Canon print jobs displaying Hold for Authentication

 

If the issue persists, there may be incorrect or outdated information stored in Keychain Access that is causing further issues. 

1. Open Print Center
2. Select the SHU-Canon printer
   • The printer name may be different if the default name was modified during the initial setup process
3. Select the X next to any print jobs displaying Hold for Authentication
4. Open Keychain Access
5. Select login
6. Search shu-canon
   • The item name will be the same as the printer name displayed in Print Center
     
7. If an item appears, Control-Click on the shu-canon item then select Delete "shu-canon"
8. Select Delete in the pop-up
9. Repeat steps 7 and 8 If there are multiple shu-canon items​​​​​​​​​​​​​​
10. Resubmit the print job(s) utilizing your current SHU username and password

 

If the issue persists, your SHU account may have been locked due to multiple bad password attempts and will need an account unlock before repeating these steps.
If you have not reset your password recently, it may have expired due to our 180 day password policy and will need to be reset before repeating these steps.

 

Cause

This issue is caused by incorrect or outdated account information being used to send a SHU-Canon print job. This information is either entered at the time of printing or saved in Keychain Access. It may also be caused by an account being locked or having an expired password, but this is less common.