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stevenk New Member
New Member

Generic Preference Window vs. Xerox Personal Window?

Hi,

 

I support an office that uses WorkCentre 5755s.  Many of our users are finding themselves only able to print double sided, and unable to edit the preferences.

 

Users are supposed to get a window like this when they click Printer Preferences:

xerox-window-right.png

 

 

 

Some users (not most, but some) see a window like this instead:

xerox-window-wrong.png

 

Changing the print on both sides feature does not seem to affect whether or not the printer prints single or double sided.  Neither has removing and reinstalling the printer resolved the issue.  This also occurs with both PCL and PS drivers.  We are all using the same version of Windows 7.  What causes users to get one window instead of the other?

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8 Replies
Community Manager CherylO-Xerox
Community Manager

Re: Generic Preference Window vs. Xerox Personal Window?

Hi stevenk,

If you have not already resolved this issue, we suggest you search our online knowledgebase for this product.

 

Alternatively, you can visit our Contact Us page for other support options.

 

Thanks,
CherylO-Xerox
Community Manager

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Select Accept as Solution for posts that have helped to solve your issue(s)!

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Technical Escalation User RuiC-Xerox
Technical Escalation User

Re: Generic Preference Window vs. Xerox Personal Window?

Hi stevenk,

I can not replicate your second screenshot. Not sure what part of the driver this is displaying. But I would assume this is reading information from a simple single file. Something like a PPD.

 

If you using point & print method where you share your driver and users connect to a server, please check:

  • Make sure that if you have mixed cross-architecture (x64 and x86) you install both flavours of the same version on the print server.
  • Make sure all users are connecting to the same printer.
  • Make sure users have acess to use the driver..

If you are using the global print driver, make sure you have selected a printer model in case Bi-Di is disabled. Nevertheless even if the driver would be running on basic printing mode you would not get your screenshoot 2.

 

If the drivers are installed locally, make sure you are using the correct driver version. And when installing it make sure you remove old Xerox related drivers.

 

Hope this makes sense?

Please select Accept as Solution if you feel this post has helped you.
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Technical Escalation Support JefCA066117-xrx
Technical Escalation Support

Re: Generic Preference Window vs. Xerox Personal Window?

It looks to me that you have generic drivers installed instead of the actual Xerox drivers. I would suggest COMPLETELY removing all your driver files, and re-installing the correct Xerox drivers from our website.
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wwccac-jchan New Member
New Member

Re: Generic Preference Window vs. Xerox Personal Window?

I am having the exact same problem with one of our users in our office.  The odd thing is that this is the second time this issue has happend for this one user, and has not occurred for any other user. 

 

We too are using a Xerox Workcentre 5755.  We also have a couple of Phasers 3635 MFUs, and the printer preferences on those can be accessed with no problem.  It is only the 5755 that is having a problem, and it happens for any user logged into that computer.

 

When checking the print server properties (printut.exe /s /t2), I examined the driver properties of the Xerox Worcentre 5755 PCL6.  Inside the properties, it only displayed the following three files:

 

Xerox WC 5755 driver properties.png

 

None of the other dependent files are listed in there.  I compared the properties with a working computer, and found that there should be 30+ files in the drive properties of that printer.  The computer in question does have the files physically installed in the correct location C:\WINDOWS\system32\spool\DRIVERS\x64\3\, but they are just not listed in the driver properties.

I have attempted the following:

 

Deleted and reinstalled the network printer

- no change in behavior

- printer successfully reinstalls

- still unable to display the Xerox printer preferences

  - generic printer preferences displayed instead

 

Deleted and reinstalled the printer locally using a TCP/IP port

- chose to reinstall the driver and not keep the existing

  - was not prompted to choose a driver file

- printer successfully reinstalls

- still unable to display the Xerox printer preferences

  - generic printer preferences displayed instead

 

Tried to delete the print drivers using the printui.exe /s /t2

- "Failed to remove driver Xerox Workcentre 5755 PCL6. The specified printer driver is currently in use"

- Problem persisted after restarting the computer

- Driver cannot be removed in Safe Mode, as dependent services are not running to run the printui.exe utility

 

Tried manually removing the driver files in safe mode, and clearing the registry of all entries related to the printer by name, and workcentre 5755

- successfully removed all files and registry entries

- failed to reinstall printer from the print server

- received error 0x00000057

 

In the end, I gave up and decided to swap out the computer with a brand new one.  Pretty drastic step to work-around the problem.  With the new computer, the printer installed successfully and we were able to get the correct Xerox printer preferences displayed.

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wwccac-jchan New Member
New Member

Re: Generic Preference Window vs. Xerox Personal Window?

After further investigation, I found that the registry keys for the print drivers were missing.  I checked the registry in the following locations:

 

HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\Print\Environments\Windows x64\Drivers\Version-3\Xerox WorkCentre 5755 PCL6
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Control\Print\Environments\Windows x64\Drivers\Version-3\Xerox WorkCentre 5755 PCL6
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows x64\Drivers\Version-3\Xerox WorkCentre 5755 PCL6

 

When I examined the registry values in these locations and compared it with a working computer, I found that the data had been cleared for Dependent Files, and Help File.

 

I was able to correct the problem by exporting the selected branches listed above from a working computer, and importing them into the affected one, then rebooted the system.  After the reboot, I checked the properties again for the Xerox WorkCentre 5755 PCL6 drivers, and all of the dependent files were now listed in there.

 

When I went to access the printer preferences of our WorkCentre 5755, the proper Xerox printer preferences came back up.

 

I am still unsure as to how this happened in the first place, but at least we now have a way of properly fixing the problem when it comes up.

tremblyj Member
Member

Re: Generic Preference Window vs. Xerox Personal Window?

We are having this problem with 3 versions of the Xerox GPD driver (3.0, 3.2, & 3.3).  Our native WC57xx Series drivers from Jun 2010 are NEVER affected by this and we have not seen it in our new native WC5955/WC5890 Series drivers since starting to use them Jan 2015..

 

To delete these drivers from a machine without having to mess around with the registry, open the Print Management Tool and the Services control panel.  Highlight the driver you want to delete.  Stop the print spooler service, then start the print server service.  QUICKLY!  BEFORE the print spooler has finished starting up, click on the header of the Print Management Tool and then tap the DELETE key and then the ENTER key rapidly 3 to 8 times like a machine gun.  If you see no error message (success), right-click in the white space in the driver list and select REFRESH.  It should disappear.

 

I cannot duplicate the problem but I have noticed it affects the same people over and over again.

 

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tremblyj Member
Member

Re: Generic Preference Window vs. Xerox Personal Window?

Microsoft has this KB article (https://support.microsoft.com/en-us/kb/2864755) that explains that this is a known issue with Windows 7 Service Pack 1 & Windows Server 2008 R2 Service Pack 1 and they provide two hotfixes to be applied to the systems that are affected.

 

To resolve this issue, follow these steps:

  1. Apply hotfix 3001232.

Apply hotfix 2896881.

Note Even though the hotfix refers to a Windows Server 2008 R2 issue, the hotfix can also be applied to Windows 7-based computers that encounter this issue.

 

andyl New Member
New Member

Re: Generic Preference Window vs. Xerox Personal Window?

Just came across this thread and thought I'd shed some light on what I've done to resolve the issue we've been having for a large organisation with Post Script printers.  Random selection of people were getting the exact same issue and after much playing around (similar steps to what was taken above) I decided to look at it as if the correct drivers simply weren't being brought down with a printer install.  I renamed the PSCRIPT5.DLL in system32/spool/drivers... (can't remember the other areas but it's detailed in print management) and reinstalled the printer (any printer that was using Post Script) as an admin which in turn would bring down a new PSCRIPT5.DLL and then fix the users printers.  Checking in Print Management and all the driver files were back as they should be.  This fix also works for PCL drivers but you need to rename/delete the correct PCLSCRIPT (?) dll file.  Quite why it happened for some and not others remains still a mystery but so far this quick fix seems to be holding for all, so give it a try. Andy.