Category Archives: Printers

Printer driver differences – KB10391653


Below is explained the differences between PCL5, PCL5e, PCL6, and PS (Post Script) printer drivers. Please try and use PCL5 or PCL5e first unless instructed otherwise.

PCL5/PCL5e (the latter being an extended version) is an escape-based language, using an ASCII representation, but is relatively unstructured (although quite powerful); so you can edit a PCL5 print stream relatively easily.  PCL5 and PCL5e are less restrictive and more accepted across multiple windows platforms.

PCL6 (aka PCL XL) is a completely different language, uses a binary representation, and is much more structured; for these reasons, it is much more difficult to edit a PCL6 print stream. PCL XL has a closer relationship to the GDI used within Windows than does PCL5; most PCL6 drivers now offer more features than their PCL5 equivalents.  However, PCL6 is not compatible with every version of Windows including the differences between 32bit and 64bit versions.

PostScript (PS) is a computer language for creating vector graphics. It is a dynamically typed, concatenative programming language. Simply put, it prints large format jobs as well as rich text. Generally not used for standard sized documents.

So by general rule you should install PCL5 or PCL5e first unless there is a specific need for PCL6 or PS (Post Script).  Example: Post Script should be used when dealing with a large printer (paper size 18 inches at its smallest side or larger) including plotter printers.

TWAIN Drivers are specific to scanning only.

TWAIN is a widely-used program that lets you scan an image (using a scanner ) directly into the application (such as PhotoShop) where you want to work with the image. Without TWAIN, you would have to close an application that was open, open a special application to receive the image, and then move the image to the application where you wanted to work with it. The TWAIN driver runs between an application and the scanner hardware. TWAIN usually comes as part of the software package you get when you buy a scanner. It’s also integrated into PhotoShop and similar image manipulation programs.

Konica / Ricoh printers don’t print and produce no errors – KB10391460


Description:  Client has a Konica or Ricoh printer that acts as if it prints fine but nothing ever prints out.

Common customer description:

Printer doesn’t print.
Installed a new printer and it doesn’t print.

Probing questions:

Did it print before?
When did it stop printing?
If just installed did the printer work after installation?

Steps to isolate:

One of the most common problems is after the completed installation the print job seems to work but nothing ever prints. This is usually because there is an authentication code that is needed but was never entered. With Ricoh and Konica there are multiple locations that the authentication code can be entered. Best practice is to examine a working computer and see where the auth code is entered.  Most users will know their auth code but if they don’t you normally can still find it in the web interface. And of course, Ricoh and Konica have a few places where that information is stored. You will need to dig around looking for an Address Book of some sort. The codes are normally 4 digits but can be as many as 16. Sometimes, each user has their own auth code and sometimes groups all use the same auth code. It all boils down to how their lease was written but that’s information we almost never need to know.

Steps to resolve:

Open the “Printer Properties” of the printer, click on the “General” tab and click on “Preferences”. This is generally the area where the auto code is placed.  Listed below are exact directions for a Konica Minolta C224e printer.  Please note not all Konica’s follow this exact same procedure.


How to install Konica Minolta C224e printer and be able to print

1: Install the driver from the (location of the installer)
2: Run either “Setup.exe” for 32 bit OS or “Setup64.exe” for 64 bit OS
3: Follow the prompts and it will locate the printer you want
4: Once install is finished go into Devices and Printers
5: Right mouse click on Konica Minolta C224e printer
6: Left mouse click on “Printer Properties”
7: Left mouse click on the “Configure Tab”
8: In the Device Option box scroll down to “Account Track” and left mouse click on it
9: Once it is selected the drop down menu below the Device Option box should be set to disable, change that to enable
10: Left mouse click “Apply”
11: Left mouse click on the “General” tab and left mouse click on the “Preferences” button at the bottom
12: A new window will pop open so left mouse click on the “Basic” tab and then left click on “Authentication/Account Track” button on the right side
13: Type in the users 4 digit number in the Password box and click “OK”
14: You will now be back to the Printer Preferences window so just left mouse click “Apply” and “OK”
15: Now you will be back at the Printer Properties window, left mouse click “Print Test Page”

Additional considerations:

The reason behind the authentication code is because the leasing company needs to track how many print jobs are being done.  Most leases have a limited amount of prints allowed and the company leasing the printer will need to pay extra if they go above that amount.  Never turn the tracking or authentication system off, even for testing purposes. Turning it off deletes all the saved data that the leasing company uses.


Print Spooler Service keeps stopping – KB1039981


Description:  Print Spooler Service keeps stopping.

Common customer description: Need a new printer installed.

Probing questions:

Have you ever printed to this printer before?
Is this a new printer to everyone?

Steps to isolate: If the Print Spooler Service keeps stopping or restarting there is a good chance an incompatible driver is installed.  Look at all their printers and verify that the model numbers are correct.  If one or more are not correct you will need to remove them.

Steps to resolve: Once you have cleared out the incompatible drivers you will need to install the correct drivers.  Find out the exact model of printer and then locate the printers on the Manufactures website for that exact model for their version of Windows.

Additional considerations: Keep in mind that not all 64bit OS’s need to use 64bit printer drivers but all 32bit OS’s will use 32bit printer drivers.

Setup local printer to use through Remote Desktop Connection (RDP) – KB1039900


Description:  Print to local computer through remote desktop session.

Common customer description: I can’t print to my local printer from my Remote Desktop.

Probing questions:

Were you able to print and now it no longer works?
Has anything changed recently?
Did you get a new printer?

Steps to isolate: Make sure the local computer can print to the local printer.

Steps to resolve:

To make a local printer available in a Remote Desktop session:

  1. Click Start, point to All Programs, point to Accessories, point to Communications, and then click Remote Desktop Connection.
  2. Click Options in the Remote Desktop Connection dialog box.
  3. Click the Local Resources tab.
  4. Click Printers in the Local Devices box.
  5. Click Connect.

Additional considerations:

There are some limitations to this feature.  The printer in question must be capable of having its drivers installed remotely.  A lot of store bought “office” printers that are on the low cost scale cannot do this.

Example: HP LaserJet Pro P1102W is a sub $100 printer.  This printer will not install drivers remotely.  The drivers, while installing, will ask to have the printer connected to the computer you are installing the drivers on.  If you are remotely connected to another computer that does not have a physical connection with the printer the drivers will not install.

Sometimes there is a work around to this problem.  If the client is willing to have the printer taken to the remote desktop location, and install the drivers while the printer can obtain a physical connection, some of the lower priced printers will work via RDP connections.  But not all will.

Good way to make sure is, can the drivers be installed remotely and/or is the printer above $400 in price?  If you answer no to either or both it probably cannot perform printing through RDP.

Common default device passwords KB1039638


Common default device passwords:

Comcast Modem/Firewall – USER cusadmin – PASS – highspeed

Ricoh Printers:

USER admin – PASS admin
USER admin – PASS (leave blank)
USER admin – PASS 123456
USER admin – PASS 1234567
USER admin – PASS 12345678

Konica Minolta Printers:

USER admin – PASS admin
USER admin – PASS (leave blank)
USER admin – PASS 123456
USER admin – PASS 1234567
USER admin – PASS 12345678

LinkSys Router Long List:

Model Username Password
WAP11 n/a  (none) 
DSL n/a  admin 
EtherFast Cable/DSL ROuter Administrator  admin 
Linksys Router DSL/Cable (none)  admin 
BEFW11S4 1 admin  (none) 
BEFSR41 2 (none)  admin 
WRT54G admin  admin 
WAG54G admin  admin 
ap 1120 n/a  (none) 
Linksys DSL n/a  admin 
WAP54G 2 (none)  admin 
WRT54G All Revisions (none)  admin 
model WRT54GC compact wireless-G broadband router (none)  admin 
AG 241 – ADSL2 Gateway with 4-Port Switch admin  admin 
Comcast Comcast-supplied comcast  1234 
WAG54GS admin  admin 
rv082 admin  (none) 
WRT54GS V4 admin  admin 
WAG354G 2 admin  admin 
wag354g admin  admin 
BEFW11S4 2 (none)  admin 
WRT54Gv4 blank  admin 
BEFDSR41W blank  admin 
BEFSR11 blank  admin 
BEFSRU31 blank  admin 
BEFSR41v2 blank  admin 
BEFSR81 blank  admin 
WAG54G blank  admin 
BEFSX41 blank  admin 
BEFVP41 blank  admin 
WRT54G blank  admin 
WRT55AG blank  admin 
BEFN2PS4 blank  admin 
BEFSR41v1.40.2 blank  admin 
BEFSR41-v3-v4-v5 blank  admin 
BEFW11S4v1.50.10 blank  admin 
BEFW11S4v1.50.14 blank  admin 
RT31P2 blank  admin 
WRK54G blank  admin 
WRT51AB blank  admin 
WRT54Gv1.1 blank  admin 
WRT54Gv2.04 blank  admin 
WRV54G blank  admin 
BEFW11S4 blank  admin 
BEFW11P1 blank  admin 
RTP300 admin  admin 
WRT54Gv2.02.7 blank  admin 
BEFW11S4v1.50.11 blank  admin 
BEFSX41v1.50 blank  admin 
WRT54GX blank  admin 
WRT54GS blank  admin 
WRT55AGv2 blank  admin 
RV082 admin  admin 
WAG54GX2 linksys  blank 
WRT54GP2 admin  admin 
WUSB54GS admin  admin 
WRT54GC admin  admin 
WRT54GSv4 admin  admin 
BEFW11S4v4 blank  admin 
befw11s4v2 blank  admin 
WRP200   admin 
WCG200 blank  admin 
WAG54GS   admin 
RT41-BU   admin 
AG241 admin  admin 
WRTP54G admin  admin 
FON-WRT54GL none  admin 
WRT54GL blank  admin 
WAG54G-XW blank  admin 
BEFW11S4v3.2 blank  admin 
WRT54GP2A-AT admin  admin 
WRT54GX4 blank  admin 
WRT300N blank  admin 
WAG354Gv2 admin  admin 
WCG200v2 blank  admin 
WRT54Gv5-DDWRTv23SP2 root  admin 
BEFSR81v2 blank  admin 
WRT54GR blank  admin 
WRT54GXv2 blank  admin 
BEFSR81v3 blank  admin 
WAG300N admin  admin 
WAG200G admin  admin 
SPA-2100 user  primus 
SPA-2102 admin  password 
WRT54Gv5 blank  admin 
BEFSR41 admin  admin 
WAG54Gv2 blank  admin 
WRT350N blank  admin 
befws1s4 blank  admin 
AM300 admin  admin 
WRT150N blank  admin 
WAG54Gv3 linksys  blank 
WRT54Gv2-DDWRTv23SP2 root  admin 
SPA-3102 admin  password 
AM200 admin  admin 
WAG325N admin  admin 
WRT54G3G blank  admin 
BEFCMUH4 unknown  unknown 
WRT330N admin  admin 
WRT54G-TM blank  admin 
WRT310N blank  admin 
WRT160N blank  admin 
BEFSR11v2 admin  admin 
WRT54G2 admin  admin 
WRT100 blank  admin 
WRT600N unknown  unknown 
WAG160N admin  admin 
WRTU54G-TM admin  admin 
AG300 admin  admin 
WRV200 unknown  unknown 
WRT610N blank  admin 
WRVS4400N admin  admin 
HR200 blank  admin 
WRT110 blank  admin 
WAG54GP2 blank  admin 
WRT54GX2 blank  admin 
WAG54G2 admin  admin 
WRT400N admin  admin 
WRT320N admin  admin 
WRH54G blank  admin 
WRT54GS2 admin  admin 
WRT120N admin  admin 
WRT160Nv2 blank  admin 
WRT160NL admin  admin 
E2000 admin  admin 
E3000 admin  admin 
WRT54GH admin  admin 
WRT310Nv2 admin  admin 
DD-WRT_v24-SP2 root  admin 
WRP400 admin  admin 
WRT160Nv3 admin  admin 
E1000 admin  admin 
WRT54GLv4.30 admin  admin 
E4200 admin  admin 
E3200 admin  admin 
E1550 admin  admin 
E1200 admin  admin 
E1500 admin  admin 
E2100L admin  admin 
E2500 admin  admin 
WRT54AG blank  admin 
WRT54G3G-AT admin  admin 
WRT54G3G-ST admin  admin 
WRT54G3GV2-ST admin  admin 
WRTSL54GS admin  admin 
EA4500 admin  admin 
EA3500 admin  blank 
EA2700 admin  blank 
E900 admin  blank 
WZR-HP-AG300H_DD-WRT_v24SP2-MULTI root  admin 
BEFVP41v2 admin  admin 
BEFW11S4v4-1.50 blank  admin 
HG200 blank  admin 
NR041-NetworkEverywhere blank  admin 
RT41P2-AT blank  admin 
RV016 admin  admin 
RV042 admin  admin 
RVS4000 admin  admin 
SPA-9000 admin  password 
UTA200-TM blank  admin 
WAG120N admin  admin 
WAG160Nv2 admin  admin 
WAG320N admin  admin 
WAG54G2-NL admin  admin 
WRT150 blank  admin 
WRT150N-PT blank  admin 
WRT160Nv2-NL admin  admin 
WRT310N-ES blank  admin 
WRT350Nv2 blank  admin 
WRT54G3GV2-VF admin  admin 
WRT54GSv3 blank  admin 
WRT54GSv5 blank  admin 
WRT54GSv6 blank  admin 
WRT54Gv2 blank  admin 
WRT54Gv3 blank  admin 
WRT54Gv8 blank  admin 
WRT610Nv2 admin  admin 
WRTP54G-ER admin  admin 
WRV54Gv2 blank  admin 
WTR54GS admin  admin 
X2000 admin  blank 
BEFSX41v1.52 blank  admin 
BEFSX41v1.44 blank  admin 
BEFW11S4v4-1.52 blank  admin 
RV082v1.1 admin  admin 
WAG54Gv1.01 blank  admin 
WRT110v1.0.05 blank  admin 
WRT54G2v1.5 admin  admin 
WRV54Gv2.36 blank  admin

For most NETGEAR devices (except ReadyNAS/ReadyDATA products and Fully Managed Switches), the default username and password are :

  • Username (all models) = admin
  • Password (current models) = password
  • Password (very old models) = 1234

For ReadyNAS/ReadyDATA products :

  • Username (all models) = admin
  • Password (latest models) = password
  • Password (older models/firmwares) = netgear1
  • Password (very old models/firmwares) = infrant1

For NETGEAR Fully Managed Switches :

  • Username = admin
  • Password is blank (no need to enter any password).

Belkin Router Long List:

Model Username Password
F5D6130 (none)  MiniAP 
F5D7150 FB n/a  admin 
F5D9230-4 admin  admin 
F5D5230-4 Admin  blank 
F5D5231-4v3   blank 
F5D7231-4P NONE  blank 
F5D5231-4 NONE  blank 
F5D6231-4 NONE  blank 
F5D7130UK blank  blank 
F5D6230-3 NONE  blank 
F5D7630 NONE  blank 
F5D6231-4-v2 NONE  blank 
F5D7230-4 NONE  blank 
F5D7231-4 NONE  blank 
F5D5730au admin  password 
F5D7632-4 blank  blank 
F5D7633-4 blank  blank 
F1PI241ENau NONE  admin 
F5D8230-4 blank  blank 
F5D7632ef4a NONE  blank 
F5D7230-4v7.01   blank 
F5D7231-4v4.05 NONE  blank 
F5D8630-4   blank 
F1PI-241EGau NONE  admin 
F5D8231-4 blank  blank 
F5D9630-4   blank 
F5D7632-4v3   blank 
F5D7633-4v2   blank 
F5D7630-4 NONE  blank 
MyEssentials-ME1004-R blank  blank 
F5D9230-4v2   blank 
F5D8233-4 blank  blank 
F5D8631-4   blank 
F5D5630au4 unknown  unknown 
F5D8633-4 blank  blank 
F6D3230-4   blank 
F5D7010   blank 
F5D8232-4   blank 
FD730-4 blank  blank 
F5D7633au4A   blank 
F5D9630-4v2 blank  blank 
F5D9630-4v3 blank  blank 
F5D5230-4v2   blank 
F5D8632-4   blank 
F1PI242ENau blank  admin 
F5D8236-4 blank  blank 
F5D9231-4 blank  blank 
F5D8235-4   blank 
F1PI242EGau blank  admin 
WRTR-159G none  blank 
F5D7234-4 none  blank 
F6D4230-4 none  blank 
F5D8635au4A none  blank 
F5D8636-4 none  none 
F5D8636uk4A none  none 
F7D1301v1   blank 
F5D8233-4v3 blank  blank 
F5D7234-4v3 blank  blank 
F5D8235-4v2   blank 
F5D8231-4v2   blank 
F5D8631-4v3   blank 
F5D8232-4v2   blank 
F5D9230-4v5111   blank 
F7D4301v1   blank 
F7D4302v1   blank 
F7D4401v1   blank 
F7D2301v1   blank 
F7D8302v1   blank 
F7D2401v1   blank 
F1P1242EGau admin  admin 
F7D5301v1 blank  blank 
F7D1401v1   blank 
F7D3301v1   blank 
F7D3302v1   blank 
F5D8635-4v1   blank 
F7D8301v1   blank 
F9K1102v1   blank 
F9K1003v1   blank 
F9K1103v1 none  blank 
F5D8235-4v3   blank 
F9K1001v1   blank 
F5D8236-4v3   blank 
F9J1102v1   blank 
F9J1002v1   blank 
F5D7234-4v4   blank 
F5D9231-4v1 blank  blank 
F9K1002v3   blank 
F5D7234-4v1   blank 
F9K1105v1   blank 
F6D4230-4v2   blank 
F9K1002v1   blank 
F9K1102v2   blank 
F7D7301v1   blank 
F6D4260-4v3   blank 
F9K1002v4   blank 
F1PI243EGau admin  admin 
F1PI24EGau admin  admin 
F1Pl242ENau admin  admin 
F5D7230-4v4   blank 
F5D7230-4v8   blank 
F5D7231-4v2 NONE  blank 
F5D7231-4v5 NONE  blank 
F5D7633-4Av1 blank  blank 
F5D8231-4v4   blank 
F5D8233-4v1 blank  blank 
F5D8235-4v1   blank 
F5D8236-4v1 blank  blank 
F5D8630-4Av1   blank 
F5D8632-4v1   blank 
F5D8633-4v1 blank  blank 
F5D8636-4v1 none  none 
F5D9230-4v5   blank 
F5D9231-4v2 blank  blank 
F5D9630-4A   blank 
F6D4230-4v3   blank 
F6D4230-4v1 none  blank 
FSD7230-4   blank 
ME1004-R blank  blank 
WRTR-159Gv1 none  blank 
F1P1243EGau-iiNet none  blank 
F5D7634-4 none  blank 
F7D3402v1   blank 
F9K1001v3   blank 
F9K1002v5 none  blank 
F5D7234-4v5   blank 
F9K1117v2 admin  admin 
F9J1004v1 admin  admin 
F9K1110 none  blank 

Cisco Router Long List:

Model Username Password
Cache Engine admin  diamond 
ConfigMaker cmaker  cmaker 
cva 122 admin  admin 
CNR All admin  changeme 
Netranger/secure IDS netrangr  attack 
BBSM 5.0 and 5.1 bbsd-client  changeme2 
BBSD MSDE Client 5.0 and 5.1 bbsd-client  NULL 
BBSM Administrator 5.0 and 5.1 Administrator  changeme 
Netranger/secure IDS 3.0(5)S17 root  attack 
BBSM MSDE Administrator 5.0 and 5.1 sa  (none) 
Catalyst 4000/5000/6000 All (none)  public/private/secret 
PIX firewall (none)  cisco 
VPN Concentrator 3000 series 3 admin  admin 
Content Engine admin  default 
3600 Administrator  admin 
AP1200 IOS Cisco  Cisco 
GSR admin  admin 
CiscoWorks 2000 guest  (none) 
CiscoWorks 2000 admin  cisco 
Ciso Aironet 1100 series Rev. 01 (none)  Cisco 
2600 Administrator  admin 
Aironet (none)  _Cisco 
Aironet Cisco  Cisco 
HSE root  blender 
HSE hsa  hsadb 
WLSE root  blender 
WLSE wlse  wlsedb 
Aironet 1200 root  Cisco 
CallManager admin  admin 
WSLE all wlseuser  wlsepassword 
WLSE all enable  (none) 
Cisco Wireless Location Appliance 2700 Series prior to root  password 
MeetingPlace technician  2 + last 4 of Audio Server chasis Serial case-sensitive + 561384 
ONS all CISCO15  otbu+1 
2600 router cisco  (none) 
PIX 6.3 enable  (none) 
Cisco677 NONE  blank 
Cisco678 NONE  blank 
Cisco675 NONE  blank 
Cisco800Series NONE  blank 
DPC2325 unknown  unknown 
EPC2425 blank  blank 
EPC3825 unknown  unknown 
Linksys-E3000 admin  admin 
Linksys-E2000 admin  admin 
DPQ3925 admin  admin 
Linksys-E1000 admin  admin 
870_Series admin  admin 
EPC3925 unknown  unknown 
M10 admin  admin 
Linksys-E1550 admin  admin 
DPC3825 cusadmin  password 
Linksys-E1200 admin  admin 
Linksys-E1500 admin  admin 
Linksys-E2100L admin  admin 
Linksys-E2500 admin  admin 
Linksys-E3200 admin  admin 
Linksys-E4200 admin  admin 
Linksys-EA4500 admin  admin 
Linksys-EA3500 admin  blank 
Linksys-X2000 admin  blank 
M20 admin  blank 
Linksys-E900 admin  blank 
Linksys-X3000 admin  blank 
WRVS4400Nv2 unknown  unknown 
X2000 admin  blank 
X3000 admin  blank 
Linksys-EA2700 admin  blank 
RV-120W admin  admin 
RV180 admin  admin 
DPC2320 blank  blank 
DPC3925 blank  blank 
DPC3828D blank  blank 

Cannot print a PDF file KB1039435


Description:  Can’t print a PDF document

Common customer description:

I can’t print a PDF document.
I open the document and click on “Print” but it never prints.

Probing questions:

When did this start?
Has anything changed or been updated?
Were you able to print PDF’s before?

Steps to isolate:

Check to see if the user can print another type of document like a Word Doc, Excel Worksheet, or even a notepad “Test” print.

Steps to resolve:

If the user can print all other file types and it appears that PDF’s print but never hit the printer queue it might be a security setting inside of Adobe Reader.

Simply open Adobe Reader, click on “Edit”, go down the drop down menu and click on “Preferences”, got to either “Security” or “Security Advanced” and uncheck “Open in Protected Mode at start up”. Close Adobe Reader, reopen Adobe Reader and double check that your settings have taken.  If the settings are correct after your changes try and print.  If it does not print consult a Tier Two.

Additional considerations: This appears to happen to Domain controlled workstations that have strict Group Policy rules.

Add new user to Konica Minolta Bizhub C360 for scan to folder KB1039375


Add new user to Konica Minolta Bizhub C360 for scan to folder.

Log in to the scanner as admin


Click the orange button


Then ‘New Registration’


Select SMB


Then ‘ok ‘


Fill in the user name

Host address = server name or ip

User id = scanner user account

Password = password of the above account

Be sure to go to the folder where the scans go

Check to see the file path exists and that the scanner user account has read and write to the folder

Have the user test

Adding a correct printer driver to a Print Server KB1039371


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.


Adding a network printer KB103938


Issue: Adding a New Network Printer

Common Description:

“I need a printer added.”

“I am trying to print to a printer but it will not let me.”

Probing Questions: Do you know the name of the printer? Is this printer currently working for others? Are you able to provide the make or model of the printer?

Isolation: Isolation is a matter of determining which printer the client will need added. If the client is unable to provide the name, there are a few alternative methods that can be used. Checking another user’s printers or having the client ask another user in the office which ones are needed is usually the most efficient. Checking a print server is also an option.

Try printing a different document, to determine if it is the doc or the printer at fault.

Once the name or IP address of the printer is determined move on to the resolution.


For Windows 7:

Navigate to Start > Devices and Printers

Click on Add a Printer

Click Add a network, wireless or Bluetooth Printer

At this point the printer may automatically appear. If not, click on “The printer that I want isn’t listed”

At this point you can either add the printer manually by IP address or by share location in the form of computerprinter_name 

For Windows XP:

1. Open Printers and Faxes
2. Under Printer Tasks, click Add a printer to open the Add Printer Wizard, and then click Next.
3. Click A network printer, or a printer attached to another computer, and then click Next.
4. Connect to the desired printer using one of the following three methods. Click a method for instructions.Search for it in Active Directory.

This method is available if you are logged on to a Windows domain running Active Directory.
1. Click Find a printer in the directory, and then click Next.
2. Click the Browse button to the right of Location, click the printer location, and then click OK.
3. Click Find Now.
4. Click the printer you want to connect to, and then click OK.

Type the printer name or browse for it.
1. Click Connect to this printer.
2. Do one of the following:
•Type the printer name using the following format:printserver_nameshare_name
•Browse for it on the network. Click Next, click the printer in Shared printers.
3. Click Next.
Connect to an Internet or intranet printer.

Using a printers URL allows you to connect to a printer across the Internet, provided you have permission to use that printer. If you cannot connect to the printer using the general URL format below, please see your printer’s documentation or contact your network administrator.

1. Click Connect to a printer on the Internet or on your intranet.
2. Type the URL to the printer using the following format:http://printserver_name/Printers/share_name/printer
3. Follow the instructions on the screen to finish connecting to the network printer.


Considerations: It is important to ensure that the client is indeed sending jobs to the printer, please ask the client to verify that the document has come out of the device.