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Xerox Employee
Xerox Employee

windows can not connect to printer?

Hi,

I am at a large site with over 100 networked 9300 Colorqubes. The driver we use is a Xerox ColorQube 9303 PCL6 driver. About a year ago we migrated everyone from Windows XP 32 bit to Windows 7 64 bit.

 

Every once and a while seemingly random users will not be able to add certain copiers through the add printer wizard. The message would be something to the effect of "windows can not connect to printer"

 

Other users sitting on the same floor would have no issues adding the same device.

 

To trouble shoot we would delete all 9300 CQ's off the clients laptop who was having the issue and remove the drivers through server properties and try to re-add with a fresh install but this would still not resolve the issue.

 

Some times adding the CQ by using the IP would be a work around option but then some times even that wouldn't work.

 

The issue went up to tier 3 and I heard that the issue had something to do with users who were migrated when they left their laptops at the site over-night were migrated using Altiris. Something to do with printer profile settings the user had on XP 32 bit being saved and imported to the new win 7 64 bit image but unfortunately due to unreliable communication between our depts I have never got the official scoop on exactly what the issue is or how to fix it...although apparently it is possible to fix the issue by reimaging the laptop again (not using altiris). But this seems a bit heavy handed to just fix an obscure printing issue. Surely there is some better way???

 

Has anyone ever run into this issue?

 

 

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Community Manager
Community Manager

Re: windows can not connect to printer?

Hi Robert1,

Thank you for using the Support Forum. Please take a look at the solution for installing the printer in a cross architecture environment and see if any of the steps or suggestions will help with your situation.  If not try searching in the knowledge base for your machine.  If you are unable to find the information you need please consider contacting your support centre for further assistance.

Thanks,
CherylO-Xerox
Community Manager

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