Forum Discussion
Xerox Print and Scan Experience suddenly not working anymore
Hello,
I have been using the Xerox Print and Scan Experience to scan documents for months.
But yesterday, my printer had disappeared from the app. When I try adding it again, it forwards me to a website where it asks me to download and install XeroxSmartStart_1.9.12.0, which I have tried, but it doesn't help.
I have removed and reinstalled th printer, didn't help.
I noticed that when I click on 'Get application' in the printer settings of my Xerox Versalink C405, the Mircosoft Store opens and shows me the app HP Smart.
Since I had also installed an HP printer (which I don't use often), I removed it.
I also removed the drivers.
It didn't help...
And now I just noticed that Windows thinks my Xerox is an HP? (see image)
Is that why it won't make the link with the Xerox Print and Scan Experience app anymore?
I don't know how to fix that...
Can someone help me?
Thanks
Morgane
- johnjj1560
i found on Xerox support forum a discussion on that subject:
https://forum.support.xerox.com/t5/Copying-Faxing-Scanning/B235-not-found-by-Xerox-Print-and-Scan-Experience/td-p/259903
it looks like we need to wait until Deleted will release a fix for this issue.
I have the same issue. I tried to fix it with the different computers. I hope that Xerox or Microsoft support can manage it quickly.
Hi
We have 3 computers networked onto the one printer, one computer has the exact same issue with the HP smart jumping into the position of the device supported App.
No conclusion at the moment :
Removed drivers and printer for Xerox
Restarted computer after removing drivers!
Manually input the IP address "that is working on the other two computers also bringing up device web page on any of the three computers on network"
Manually input the the IP address in the Xerox app
Still no joy.
- johnjj1560
i found on Xerox support forum a discussion on that subject:
https://forum.support.xerox.com/t5/Copying-Faxing-Scanning/B235-not-found-by-Xerox-Print-and-Scan-Experience/td-p/259903
it looks like we need to wait until Deleted will release a fix for this issue.
This resolved my issue,
This bug has removed the metadata Xerox Print and Scan Experience relies on to find the installed Xerox Printer
- I want to second what joeadmin referenced. This worked for me as well. One thing I would say is that you may need to reboot before the Xerox app pulls up the new information you uploaded into the C:\ProgramData\Microsoft\Windows\DeviceMetadataCache\dmrccache folder.
- I have exactly the same issue with a Xerox B235 MFP on my company. What is going on here ?
I even tried a system restore on Win10, thinking that maybe a windows update affected the scanner software, with no result.
Neither a classic "Windows scanner" app from Microsoft Store is working, it can't see my Xerox printer !!
Now what ??? - Possible it's not just printer related. I used it on my Rocoh printers with no issues. Today all the jobs are pending. There is no much you can check on Universal print.
- Sorry to reply to my own post but I have couple of things to think of.
- I realised one of my connectors is unavailable and printers would not work even after removing connector using powershell.
- I removed all printers and readded them and now they work. Not sure if they will stop but if they don't it means that the connector was the issue here.- What do you mean "connectors" ?? I don't get it.
I have the same problem, when i click on open printer app, HP smart opens instead of Xerox Print and Scan Experience!
- Hi,
I'm having the same issue on Xerox 6515, hope that Microsoft and Xerox will escalate that asap.
Simone - Xerox are currently working with Microsoft for a solution. In the meantime you can use the below work-around.
One option is for the user to create an IPP print queue to connect to the device, that queue will be recognized by the XPSE and the user should be all set.
Steps to create an IPP queue in Windows 11:
• Open the Settings app and go to “Bluetooth & devices” > “Printers & scanners”
• Select “Add device” button > select “Add manually”
• Select “Add a printer using an IP address or hostname”. On the Add Printer dialog select Device Type “IPP Device” and enter the hostname or IP address of your Xerox device. Select Next and complete the queue installation.
• Restart the XPSE and the new IPP queue should be displayed in the home page.Mikey1993 Thank you very much.
Finally a solution. This worked except I had to use AutoDetect with the C315's IP.
A week with Xerox and Microsoft's tech support and nothing but grief and time.
I had to pay for another year's extended warranty since mine expired last week.
Sounds like there may be a more permanent fix?
Thanx.
Hi Mikey, thanks for this. It worked but only with perseverance: going through these steps, I was prompted to print a test page, which worked, and I was able to display my C405 with the printer name shown as its IP address in the select printer window within XPSE but when I hit the print button in Word to print a word document, it came back with the message Word could not connect to [the IP address].
So I thought I'm no further forward.
BUT then I tried scanning - and it worked - hurrah!
And then I went back and tried printing the document from Word again and bizarrely this time it was able to communicate OK. I don't know what changed since the first attempt. Fingers crossed it will work reliably next time too.
I've been without scanning for 3 months, and without printing for 3 days. I had to go out and buy a new printer this morning to allow me to deal with some business critical printing. I've spoken to Xerox and they only offer to send a technician out to repair my printer (which is clearly not the problem). So I was tearing my hair out!
With this workaround at least I've got the main capabilities back. Thankyou so much.
I haven't found a working solution to this problem. I am getting Event ID 1000: Faulting application name: Windows.Graphics.Printing.Workflow.dll, version 10.0.22621.3958, time stamp:0x4cbc964
