Description: Adding a correct printer driver to a Print Server.
Common customer description: “I’m unable to add a printer from our server.”
“I can’t find the correct driver for my printer”
Probing questions: Do we have the correct IP address for the device?
Has this been installed before?
Is the printer shared from a server? Does it say “Printer on Devicename” on another users machine. (Ex. “Sharp_MX-5001N on TermServ”)
Steps to isolate: Make sure the correct IP address is used, connect to the devices Web Console using the IP given.
Make sure the printer is being shared from a print server. Navigate to the servers shares and see if the printer is listed there.
Attempt to connect the printer via the shares. Right click and the printer and choose Connect. If it prompts you to use windows updates or to install the driver from a local folder, the driver needs to be installed on the server.
Confirm what processor is being used on the client machine, 32bit or 64bit.
Steps to resolve: Log in to the server and check the Printer/Devices page. Make sure the printer they want is set to be shared via the devices “Sharing” tab. By default, the printer will be installed with the driver that corresponds with the servers processor type (32bit or 64bit). If a 32bit server shares out its printer, it will share out the 32bit driver. Additional drivers can be configured on each device via the option shown below.
If the corresponding processor that the client machine is using is not checked, an additional driver will need to be installed to allow printing from the client machine through the print server. Checking the box and clicking OK will bring up an install prompt shown below.
You will need to find the correct printer driver (PCL5,PCL6,PS, etc.) for the clients machine from the printers manfacturer site and install the .inf file via the Browse option shown. Once this is installed, you should be able to connect to the printer via the share and the correct driver will install itself from the server. From here on, any further machines running the same processor should be able to pull the correct driver from the server and install successfully without searching for a driver.
Additional considerations: If this does not correct the issue, it could be a configuration issue on the printers end. Make sure there are no passwords required for printing and that security permissions are not restricting user accounts on the device.
If it is a network printer, you can install the device via the ip address but this will usually bypass any security permissions or group policy settings they have if the device is supposed to be shared from the server and may cause inconsistencies on the network.
If there are further issues, escalate to Tier 2.