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Danielson Member
Member

Xerox GPD Generic Preference showing instead of Xerox Preferences

Operating System: Windows 10 x64

Hi!

Within our organisation we are using around 200 Xerox 3655's and 7830's but we are facing many problems with the Xerox GPD drivers.

Since we start using Xerox GPD V5.585.130 PCL6 our users are experiencing the follwing; The print job reached the printer, but subsequently nothing happens and the job disappears.

In that case on the client side the Generic Prefences are being showed instead of the Xerox Prefences;

Preferences.png

Also the driver properties are not being showed correctly;

Properties.png

Restarting the spooler fixes it for a while but the problem is randomly comming back.

We tried;

-Updating the GPD to version: V5.617.7.0 PCL6

-Cleaning the spooler on file and registerlevel on the printserver and clients

-Reinstall some machines as a test, this machines also facing this problem

The OS we are using;

-Windows 10 1607 and 1709

-Windos Server 2008 R2

Secure print software;

-Ysoft versie 5 MU25, C.0.25.004

 

I'm pulling my hair out over this issue, i'm out of options, please help!

Some other screenshots of our settings;

1.png2.png3.png4.png5.png6.png7.png8.png

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9 Replies
Analyst Nation Moderator Joe053204-xrx
Analyst Nation Moderator

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

Your issue is quite old

If you dug deeper you probably got to this screenshot showing only 3 files of what should be 30 plus.

1.png

Registry keys for the print drivers are missing. Check 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

 

The  registry values in these locations compared with a working computer, the data has been cleared for Dependent Files, and Help File.

 You can correct the problem by exporting the selected branches listed above from a working computer, and importing them into the affected one, then reboot the system.  After the reboot the driver will function normally 

 Microsoft released the fix years ago for previous Windows versions

https://support.microsoft.com/en-us/kb/2864755

Apply this hotfix http://support.microsoft.com/kb/3001232 then this one http://support.microsoft.com/kb/2896881

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, no idea for Windows 10 though

Here is another for Windows 10 But it should only be on the very old 1607 build

Same with this one

Source1

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
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Danielson Member
Member

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

Hi!

Thank you for your input, but unfortunately this doesn't seems to be te problem.

The hotfixes are not applicable for our Server 2008R2 machines. Also the Windows 10 update is already installed.

The register keys are also there, if a client is having issues restarting the printerspooler fixes the problem for a while, but the problem is comming back at a later moment.

Still having big issues here! :(

 

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Analyst Nation Moderator Joe053204-xrx
Analyst Nation Moderator

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

Then I guess you will need to call Xerox and report it to their 2nd level teams, then they will send it to Engineering (If they can possibly replicate it) and forward it back to Microsoft again.

It's odd that you seem to be the only location with the issue this time, any other time it happened it was Global scale and reported to Xerox/Konica/Canon etc at least hourly.

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
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brilex.edelbene New Member
New Member

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

Hello,

I wanted to reply and say that I've been having the same issues recently. We have a mix of Windows 7 and Windows 10 PCs (the Win10 ones are a mix of 1607, 1703, and 1803). Is it possible this has something to do with the recent July updates? As far as I know none of my users were experiencing this issue more than about two weeks ago and that's about when the update came out.

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brilex.edelbene New Member
New Member

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

I just had this happen for a user again. The user was on Windows 7 this time, so I tried to install the hotfixes linked above. Unfortunately, both told me that they are not applicable to this computer and would not install. 

I also checked the registry entries that you listed above for the "Xerox Global Print Driver PS" entry and confirmed that all of the required filenames do appear in the list.

Any advice here is greately appreciated as this is causing quite a headache for the users and I'd really like to get this fixed for them. Thanks in advance for any help

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Danielson Member
Member

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

After some further investigation i found some strange register entry;

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\PendingFileRenameOperations

\??\C:\WINDOWS\system32\spool\DRIVERS\x64\3\New\xUNIVX27.gpd
\??\C:\WINDOWS\system32\spool\DRIVERS\x64\3\xUNIVX27.gpd

Anyone who has an explanation for this?

 

 

 

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Danielson Member
Member

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

Glad to hear i'm not the only one! Hopefully Xerox or Microsoft is comming with a fix soon, our Support Staff are getting crazy!

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brilex.edelbene New Member
New Member

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

Any chance you've discovered any solutions to this? I just had another user affected by this issue. Would really like to get this working correctly for my users again if I can.

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Danielson Member
Member

Re: Xerox GPD Generic Preference showing instead of Xerox Preferences

No! Unfortunately not, our reseller is workning with Xerox to address the issue.

I'm starting to see a pattern on the clients that are having print issues;

There are some strange folders in the: "C:\Windows\System32\spool\drivers\x64\3" folder;

C:\Windows\System32\spool\drivers\x64\3\New

C:\Windows\System32\spool\drivers\x64\3\Old

C:\Windows\System32\spool\drivers\x64\3\Temp

There is also a registry key for a pending file rename;

\??\C:\WINDOWS\system32\spool\DRIVERS\x64\3\New\xUNIVX27.gpd
\??\C:\WINDOWS\system32\spool\DRIVERS\x64\3\xUNIVX27.gpd

But the: "C:\Windows\System32\spool\drivers\x64\3\New" is empty.

Anyone can explane this behaviour?

 

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