Laptop Printing Software issues and how to resolve them

General

On both Mac and Windows

Make sure you have the right software: Laptop Printing Software (students or faculty) or FRC (faculty only).
Check that you are on the newschool Wi-Fi.

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Other networks, such as newschool-guest, eduroam, or a hotspot, will NOT work.

Mac Laptop Printing Software standalone problems

Issues installing the Laptop Printing Software

Issue: The installer worked, but no New School printers are showing.
Solution: Change installation settings to allow installation


Go to Settings/privacy
In the Security section, click on Allow.

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Then run the installer again. It should now work.

Issue: The New School printers are listed, but the pop-up won’t launch.
Solution: Enable the Pharos pop-up.

Go to Login items & Extensions

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In Settings, scroll down to Pharos Systems International
Toggle to the On state. It should look like this.

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Issues when the Laptop Printing Software is already installed

Issue: New School printers are not showing
Solution: Uninstall the existing Laptop Printing Software and install from a new download.

See How to Uninstall Laptop Printing Software

Note: Installing over the existing version does not fix the issue.

Known issues with specific macOS versions

macOS 14.6.1 Sonoma 

You may need to add Full Disk Access and restart.

macOS 15.0.1 Sequoia

You will need to update to macOS 15.6.1 Sequoia

macOS 15.6.1 Sequoia

You may need to adjust permissions in Privacy & Security settings and restart.

macOS 26.5.1 Tahoe

You will need to update to macOS 26.6 Tahoe

macOS 26.6 Tahoe

If printers went away, you may need to uninstall and reinstall

macOS 26.6.2 Tahoe

You may need to add Full Disk Access and restart.

macOS 27 Golden Gate

  1. Install or reinstall Laptop Printing Software; this is to get the Install Rosetta option.
  2. Install Rosetta.
  3. Uninstall the Laptop Printing Software (because of the last install before Rosetta, parts have failed).
  4. Reinstall the Laptop Printing Software.

Mac Laptop Printing Software overlapping complications

Occasionally, separate Mac OS difficulties overlap, creating more intricate troubleshooting scenarios.
When this occurs, complete the outlined procedure sequentially, redirecting to the specific Step as prompted to resolve the error.
Should you require further assistance, Technology Center Lab staff are available on-site to guide you.

See Lab Locations and Staff Lab Hours in the Related Article section.

Step 1: Have you been able to print before?  

No > You need to install the printer software (if the printers don’t show up after that, see Step 2)
 
Yes >  What is different now?
Printers have disappeared (see Step 3)
Pop-up fails (see Step 4)
Error “The printer software is not compatible” (see Step 5) 

Step 2: If you just installed the software but you still don’t see any printers

You need to allow the installation: 
Go to Settings\Privacy & Security and look in the Security section for a message about System software from “developer name” was blocked from loading. 
Select Allow (provided it is HP Inc. or Pharos). 
Reinstall.

Step 3: If you had printers and they are gone

An OS update (likely Tahoe) has likely turned off their access. Check in Settings\Privacy & Security and look in the Security section for anything labeled Pharos that is turned off.  If you don’t have anything with that label, you need to add it to the allowed list.
Turned off > Turn it on and restart your laptop.
Missing > Add pop-up and pop-up Configuration to Full Disk Access. Restart your laptop.

Step 4: Pop-up “fails”

The pop-ups fail for one of four reasons: 

  1. Not on the correct Wi-Fi; you need to log into newschool, not newschool-guest, eduroam, or cell service, hot spot, etc.
  2. It’s been waiting, buried, or crashed.  - Try manually opening the Pop-up tool (from the Pharos folder).  If it opens, clear the print queue and resend.
  3. If you have many open tabs, it is a good idea to restart the laptop.
  4. If there is an error message about Rosetta, see Step 5.

Step 5: Error “software is not compatible”

Starting with Golden Gate macOS 27, Apple requires users to actively install Rosetta for Intel-based apps. You need to install it using the option in the error message telling you about this. You cannot start the installation of Rosetta by itself.
Uninstall Laptop Printing Software
Reinstall Laptop Printing Software

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