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PhilipLapratte-6545 asked PhilipLapratte-6545 answered

Unable to install shared printer driver

Hi.

We have some PC in our organisation who cannot seem to install some printer drivers correctly. Our photocopier is a RICOH IM C6000. The drivers are shared on our server.

We will migrate to a new server soon and we installed the drivers on it.

Some users managed to install the driver, some not. All of our OS are in Windows 10 professionnal.

For those who didn't work, when the installation is finished, the name of the driver is not displayed in Settings --> Peripheral devices --> Printer and scanners.
If i go in device Manager, sometimes i can see "device not recognized" and sometimes the name of the photocopier is there.
If i update the driver in the device manager, the driver is displayed in Settings --> Peripheral devices --> Printer and scanners. but i cannot go in the printing preferences.

However, i can see this message "SystemSettings.ViewModel.SettingEntry"

I did try to do the command sfc /scannow with admin right in order to repair some Windows files but without any luck...

Also, i downloaded new drivers on the RICOH website and same result. But everything work on my PC but some not.

Can someone help me? I searched on the web but didn't found any solution.





windows-server
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PhilipLapratte-6545 avatar image
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PhilipLapratte-6545 answered

Finaly i was able to resolve the problem!
I downloaded a new driver PCL6 from RICOH website and installed it localy on the PC instead with the share on the server.
In the installation section, i did a scan to discover the printers on the network and selected the one i wanted.
I was able to install the driver and go into the settings.

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JiaYou-MSFT avatar image
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JiaYou-MSFT answered JiaYou-MSFT edited

HI PhilipLapratte-6545,

Thanks for your reply.
Yes, we can check the policy first.

"I did try that and the drivers seems to install. I can access the print queue but not the settings. Also, in Windows, i can see the driver but not access the settings. Like i said, if i go to Settings --> Peripheral devices --> Printer and scanners. I cannot go in the printing preferences."
If the issue persist, pleases check below steps:
5.Did you reproduce your issue on issue win10 PC by using domain admin account?
6.if we logon the local account on this issue pc and do the same operation as step 5, will the same issue happen?

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PhilipLapratte-6545 avatar image
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PhilipLapratte-6545 answered

I just checked the GPO and nothing stand out in particular. Everything seems ok. The PC is not in the same OU as me tought. I can try to switch it to my OU to see the results.

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PhilipLapratte-6545 avatar image
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PhilipLapratte-6545 answered

Hui JiaYou.

1."We will migrate to a new server soon and we installed the drivers on it."
Do you have below condition?
old printer server
new printer server
the printers shared from the new printer server can only be install on some win10 computers successfully.

Yes. We have our old printer server and new printer server running at the moment.
Since we didn't migrate to our new server, the old printer server is still active.

2.Could you please enter winver in command prompt on win10 computer and print servers then look the OS version and OS version number ?[for example windows 10 enterprise 1809 (os build 17763.316)]

I did winver on a PC that i'm working on and the version is 2004 (19041.985)

3.Which print driver do you install on printer server?
RICOH IM C6000.
https://support.ricoh.com/bb/html/dr_ut_e/rc3/model/imc4500/imc4500.htm

The driver is z94536L1a (PCL6 Driver for Universal Print.)
111835-driver.png

4.Which printer policy and other policy do you deploy for both normal win10 and issue win10? Are the normal win10 and issue win10 in the same OU?
We can run below command to export group policy report on both normal win10 and issue win10 then check which difference between them?
gpresult /h c:\print.html

I will have to check for the printer policy and other policy. As for the OU, not all user are on the same. As for my PC and the one with issue i'm working on, I will export the policy and try to compare with the PC with an issue to see if there is any difference and let you know as soon as i have an answer. Right now i cannot acces the PC

Computer policy
computer Configuration\Policies\windows settings\deployed printers​
computer Configuration\preferences\control pannel settings\printers​

User policy
user Configuration\Policies\windows settings\deployed printers​
user Configuration\preferences\control pannel settings\printers

5.If we open the explorer on win10 and enter the ip address/FQDN of new printer server, can we
add the issue printer successfully like picture?

I did try that and the drivers seems to install. I can access the print queue but not the settings. Also, in Windows, i can see the driver but not access the settings. Like i said, if i go to Settings --> Peripheral devices --> Printer and scanners. i cannot go in the printing preferences.




driver.png (13.0 KiB)
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JiaYou-MSFT avatar image
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JiaYou-MSFT answered JiaYou-MSFT edited

HI

1."We will migrate to a new server soon and we installed the drivers on it."
Do you have below condition?
old printer server
new printer server
the printers shared from the new printer server can only be install on some win10 computers successfully.

2.Could you please enter winver in command prompt on win10 computer and print servers then look the OS version and OS version number ?[for example windows 10 enterprise 1809 (os build 17763.316)]

3.Which print driver do you install on printer server?
RICOH IM C6000.
https://support.ricoh.com/bb/html/dr_ut_e/rc3/model/imc4500/imc4500.htm

4.Which printer policy and other policy do you deploy for both normal win10 and issue win10? Are the normal win10 and issue win10 in the same OU?
We can run below command to export group policy report on both normal win10 and issue win10 then check which difference between them?
gpresult /h c:\print.html


Computer policy
computer Configuration\Policies\windows settings\deployed printers​
computer Configuration\preferences\control pannel settings\printers​

User policy
user Configuration\Policies\windows settings\deployed printers​
user Configuration\preferences\control pannel settings\printers

5.If we open the explorer on win10 and enter the ip address/FQDN of new printer server, can we
add the issue printer successfully like picture?

109832-image.png




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