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jackt New Member
New Member

One user is not being prompted for accounting code - Xerox 5875

I have a Xerox 5875 here, deployed with group policy.  I have one user out of 40 that can't print to this machine.  She can print to our C60 fine but not to this one; it never prompts her for an accounting code, just straight to print which produces a page with an error notice that invalid accounting codes were entered or missing... but the prompt never came up.

 

I logged into this machine and was able to print with no issues, it prompted me for the code and printed fine when a valid code was entered.  I also logged this user in at another machine and was able to print, it did prompt me for the code. 

 

I deleted her profile from her PC and let her log back in to recreate, which remapped the printers, but still the same issue.  The prompt never comes up.  Only on this machine and only under her account which is strange.  Under Properties, configuration, the Accounting says Xerox Standard Accounting, Print-Time Prompt: Always prompt.

 

I am not sure what is going on.  Has anyone seen this before?  Any ideas what could cause this?

 

Thanks!

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6 Replies
Community Manager CherylO-Xerox
Community Manager

Re: One user is not being prompted for accounting code - Xerox 5875

Hi jackt,

Thank you for using the Support Forum. Please take a look at the solution for Job deleted due to Invalid account ID and make sure that you have everything set properly of the users PC.  If this does not help please consider contacting your support centre for further assistance.

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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ckeavney New Member
New Member

Re: One user is not being prompted for accounting code - Xerox 5875

I have the same problem with a WorkCenter 7545.  It affects users seemingly at random.  If I delete the printer object on the client and then re-add it from the printer server, it starts working, but after a few days the problem often recurs: suddenly it stops prompting for accounting IDs and jobs are rejected.  Restarting the print spooler service has no effect.

We are using the v3 PCL6 driver, version 5.196.11.0, which appears to be the latest version for Windows 7.  The printer server is 2008R2.  We have the accounting options set to "only prompt for color" and "remember last entered codes"

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Fabio Valued Advisor
Valued Advisor

Re: One user is not being prompted for accounting code - Xerox 5875

hi, can you try the global driver ? they are newer than those specific drivers for a specific model

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DPTS Valued Member
Valued Member

Re: One user is not being prompted for accounting code - Xerox 5875

Has this problem been resolved by using the global print driver? Has anyone confirmed the solution?
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jackt New Member
New Member

Re: One user is not being prompted for accounting code - Xerox 5875

I did not try the global driver as I don't think it would make a difference.  It is working on every other computer on the network other than this one, and it does work on this PC under a different account (and that account printe fine on other computers) which makes no sense. 

 

For now, we have been using another printer for this user but soon I will be reimaging this PC to see if it works.  I have already deleted the user account and recreated with the same results so not sure if it will work or not.  Very strange issue.

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Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: One user is not being prompted for accounting code - Xerox 5875

Before you do the reimage, give the following a go, see if it is the answer.

The following info is cut and paste from a completely unrelated post, but may apply here as well.

 

 Happens to all the GPD and resident drivers of the last few years by Xerox.

Server driver shared to clients, occasionally clients show generic driver, so instead of this:

 

1.png

They see this:

 

2.png

Driver on server and other clients are unaffected, driver needs to be totally and manually removed and reinstalled to fix at client PC.
Issue is randomized. But does happen more often on cross architecture, i.e., Win 2008 x64 shared to Win7 x86.

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

 

3.png

 

Registry keys for the print drivers are missing. Check the registry in the following locations: (Model number obviously will be different per Xerox device)

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

 

MS has released the fix, and since you made it this far down the email here it is:
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.

 

 

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