This problem usually occurs when you try to print after changing your ONYEN password.

Cause

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The first time you print from an SOE-owned Mac computer, you will be prompted to enter your ONYEN password. When entering this password, you are presented with the option to “Remember this password” so that you do not have to enter it each time you choose print. If you choose for your Mac to remember this password, it stores it in the Login Keychain on your computer.

Having this password saved works great until you update or change your ONYEN password. After you change your ONYEN password, your Mac continues to try to use the old password that is saved in the login keychain, but the printer will require your new password. This will cause the printer to pause and produce a “Hold for Authentication” error.

Confirming the Issue

  1. Double click the printer icon that should be present in the dock on your desktop. This will open the print queue window.
  2. If there is a print job in the queue that shows an error “Hold for Authentication,” proceed to follow the steps for correcting the problem.

Correcting the Problem

  1. Within the print queue, delete all pending print jobs by clicking on the “x” to on the right side of the window for each print job.
  2. Open Spotlight search by clicking the magnifying glass icon in the top right corner of your screen.
  3. Search for and open “Keychain Access.” The Keychain Access application will open.
  4. At the top left of the Keychain Access application, click on login.  This will display a list of all the saved login keychain passwords in the area on the right side of the window.

  5. In the list of saved login passwords, locate and click on the network password that starts with “SOE-PE”. The number that follows “SOE-PE” is based on the the printer that you use most frequently and may vary from the example in the screenshot below.
  6. Press delete on your keyboard to remove that password from your login keychain. Repeat this process for any other network passwords with “SOE-PE”
  7. Close the Keychain Access window.
  8. Resend the file you were trying to print or open a new file and send it to print. You will receive a prompt to enter your ONYEN and password.
  9. Enter your ONYEN and password.
  10. Check the box to remember the password.
  11. Click OK. This will save your new ONYEN password in the keychain login on your computer. Your job should successfully send and print. You will need to repeat these steps each time you update/change your ONYEN password.