cancel
Showing results for 
Search instead for 
Did you mean: 
Ihun
New Member
New Member

Scan options in Xerox print & scan have disappeared following windows update

Jump to solution
Product Name: WorkCentre 6515
Operating System: Windows 10 x64

All I want to do is scan a single document to my pc!  The scan options have dissappeared from the Xerox print and scan Experience.  I have tried resinstalling the drivers, no change.  i have come to the forum to look for ideas and see that a firmware update is recommended for the workcentre 6515 so I thought I would try that.  Looks like I need the bridge firmware first, fine.  Download the firmware and instructions.  On the browser web interface software updates are enabled but there is no box/option to select the new firmware file as per the instructions so thats no good.  So I download the Windows Firmware Upgrade Utility to try it that way.  Unzip all the files and move the .bin upgrade file into the same directory but the .exe file will not open a .dll file is missing.  So a good hour or so later I still can't scan my document!!  20 years ago this was so easy, I just need a printer/ scanner that works!

Tags (1)
0 Kudos
3 Replies
CherylO-Xerox
Valued Advisor
Valued Advisor

Re: Scan options in Xerox print & scan have disappeared following windows update

Jump to solution

Hi Ihun, 

Thank you for using the Support Forum. I see no one has responded to this post yet. So, at this point I would recommend contacting your local Xerox Support Department to speak with a Product Specialist for more assistance. Please call 1-800-821-2797 or 1-800-835-6100

Thanks,
CherylO-Xerox
Community Manager

Be sure to click Kudos for those who have helped you.
Select Accept as Solution for posts that have helped to solve your issue(s)!

Sgraf
New Member
New Member

Re: Scan options in Xerox print & scan have disappeared following windows update

Jump to solution

I was working on this with a client remotely for hours over the course of two support sessions, doing the standard uninstall/reinstall driver dance, messing with connectivity settings in the Embedded Wed Server panel, updating the firmware, and everything else that has been suggested already. That said, I finally figured it out... for my client, at least. This is worth a shot, though, if you've lost your scan icon in the Xerox Print Experience App.

The issue was that, due to either a power surge/failure or some other error, the printer was no longer set to wi-fi as the primary connectivity. You mentioned that you suspect the issue was caused by a Windows update, so this may not be the exact same issue, but the easiest way to figure out if this is the case is to open the Embedded Web Server Panel by typing the printer's IP address into a browser; if the IP address shown on the home page is 0.0.0.0 or something other than the IP address that you used to open the web panel, then the printer is not using wi-fi as its primary connection. As a result, the scan icon will not show in the Print Experience App, even if the printer is still visible and operational.

This is not something that can be fixed on the computer in the driver settings or on the web panel, you have to get into the settings on your printer itself as Admin and change the primary network to wi-fi. This procedure is explained in step 3 of this support document.

Once you change the primary network to wi-fi and restart the printer, go back to your computer and open up the Embedded Web Server Panel again. The correct IP address should show up. If you open up the Print Experience App after verifying this, you should see the Scan option.

Hope this helps!

Ihun
New Member
New Member

Re: Scan options in Xerox print & scan have disappeared following windows update

Jump to solution

Hi Sgraf,

Thank you so much for taking the time to offer a solution to my problem, you are a star!!  Changed the primary network to wifi and did another driver update and sorted!  Such a small problem can waste so much time and shouldn't be necessary.  Thank you again for making the effort to help.

0 Kudos