We've recently upgraded from the Xerox WC 7435 to Xerox WC 7835. While most of our installtions and driver updates have worked seamlessly, we've enountered a unique problem on a small percentage of computers.
The issue occurs on some of (not all of) our Windows XP computers (Desktops, and Thin clients). So far we have not encountered it on any other Hardware or OS.
Details:
While installing the new printer (7835), the installation finishes without issue. IP based printer, installed via .exe file provided from Xerox website. After the printer is installed, we are unable to send a test page to the printer. From notepad, we recieve an error that "This handle is invalid". From MS office, the print job does not return an error, but the job does not get sent to the printer. From a web browser we are given an Unknown error.
It is worth mentioning that each individual user in our company has a unique secure print code. We have tried installing the printer with and without the secure print enabled - same result each time.
Steps taken to attempt to resolve the issue (which have not worked):
- System restore to before printer upgrade (restored to working 7435 driver, and attempted reinstall of 7835).
- Clean boot, no services and apps running + fresh reinstall of new printer + driver.
- Local and Domain Profile rebuild and re-creation + fresh reinstall of new printer + driver.
- Tried PCL 5 and 6, Postscript, GPD both web-based install and local EXE on PC.
- Delete ports and drivers via printer console in XP + fresh reinstall of new printer + driver.
- Used Kyocera printer killer tool to wipe all installed printers, drivers, reg entries, orphaned printer file left behind + fresh reinstall of new printer + driver.
- Attempted printer install as local Administrator account, to eliminate possible profile specific issues.
We have also noticed that no matter how far we dig down into the registry and system folders - something (a dll, ini, inf, reg entry) must be getting left behind from the previous 7435 installation, as the users secure code is auto-filling into the new printer installation, whether we enable secure print or not.
We have been unsuccessful in our efforts to find and remove the entry that is auto-populating the secure code's for these users (it is not being pushed through group policy).
As an alternative, we have noticed that installing the old 7435 drivers on the 7835 printer will allow the users to print (however secure print and retention settings do not work betwen the 7835 drive and 7845 printer, and print jobs spit out of the printer without being manually released)
Secure print is very important for these specific users, so the short term (7435 driver) solution will not suffice.
We appreciate any help or feedback you can provide.
Thanks.