Xerox print jobs deleted at printer

bob2213 · 2021-10-06T21:19:20.000Z

Weird issue I can’t get resolved here … a few users are unable to print to Xerox printers. The printers are networked, dozens of other people print with no issue, I can’t seem to find a common denominator to explain the error. There are no errors on the computer, but at the printers the Jobs screen shows the user & document as Unknown-Unknown and the job is deleted without being processed. Any ideas what would cause this?

638203c1-70e7-4c4e-bb68-c93e58595b23-Annotation_2021-10-06_153818.png800×415 32.9 KB

titusovermyer · 2021-10-06T21:56:59.000Z

Have you updated the drivers on the machines that can’t print? Another thing I have seen is when there is some kind of credential passthrough that is failing. There is something in the Xerox advanced driver settings that has to do with that.

bob2213 · 2021-10-06T22:41:14.000Z

The printers are AltaLink C8170, using the Xerox AltaLink V4 PS driver, the type 4 user mode driver. All printers install from the print server via GPO, so there’s no difference there between users who can and cannot print. I’m not aware of any credential settings in the print driver.

aceofspades · 2021-10-06T23:26:17.000Z

Have you seen this? May be what’s causing the unknown user
https://forum.support.xerox.com/t5/Printing/Unknown-print-job-and-unknown-user/td-p/225170

bob2213 · 2021-10-07T00:00:26.000Z

I had not seen that, Ace. Interesting, but I doubt it’s the issue. My jobs are being deleted by the printer. Raw protocol uses port 9100, which is allowed. LPR protocol uses port 515 which would be blocked by the computer firewall.

bob2213 · 2021-10-07T00:11:34.000Z

That is an interesting concept, though. I’ll get an enterprise admin to let me disable the Windows firewall on one of the computers exhibiting this problem to see if there’s any change in behavior.

bob2213 · 2021-10-07T00:17:00.000Z

Fwiw, any of these users can print successfully to any HP printer on the network. Only the Xerox’s exhibit the problem.

adrian_ych · 2021-10-07T01:57:51.000Z

PCC Bob:

Fwiw, any of these users can print successfully to any HP printer on the network. Only the Xerox’s exhibit the problem.

I got a feeling it is not the user but the document. Else ask the same user to print same document to any HP printer…

Likely cause is that that document is a PDF file and it might have pictures outside the page limits (may happen to pptx as well). Else the document have pages in both landscape & portrait such that it sprained the spooler service and eventually the printer processor as well. Sometimes mixing A4 with letterhead or A3 in same PDF file causes these issues as well.

There are some settings in Acrobat reader like scaling or forcing to A4 etc can be a workaround (cannot remember the exact settings).

bob2213 · 2021-10-07T02:13:42.000Z

Happens with any/all document types. Even a print test page from the printer properties interface.

adrian_ych · 2021-10-07T03:15:35.000Z

PCC Bob:

Happens with any/all document types. Even a print test page from the printer properties interface.

Only for a few users ??

Test by :

reinstalling drivers
disabling the local firewall ?
disabling local AV ?

morriszafeiriadis · 2021-10-07T06:34:33.000Z

Try changing to PS version of the driver instead of PCL. Faced it just yesterday with a Xerox ColorQube.

judahk · 2021-10-07T09:58:54.000Z

You could try and downgrade the driver to v3 see if that changes anything

bob2213 · 2021-10-07T14:57:42.000Z

Morris3696:

Try changing to PS version of the driver instead of PCL. Faced it just yesterday with a Xerox ColorQube.

I’m using PS drivers on the print server for all printers. I’ve had too many issues with PCL drivers that don’t recognize printer device settings properly (finisher, stapler, hole puncher, etc).

bob2213 · 2021-10-07T15:03:44.000Z

I managed to duplicate this problem on a new laptop using my login credentials, so at least I can troubleshoot now without interrupting the users!

So, I installed one of the offending printers using a local IP port to bypass the print server, and with the same driver that is set up on the print server. This prints properly. I noticed the printers that connect via the print server have “Microsoft enhanced Point and Print driver” listed as the printer model. On another computer, the same printer correctly lists the model as “Xerox AltaLink C8130/…etc V4 PS”.

I’m wondering now if some of the Print Nightmare remediation’s are stopping the Xerox drivers from loading properly on computers when they are connecting.

jimwick · 2022-07-05T03:22:02.000Z

This error occurs when there is not enough Xerox Standard Accounting (XSA) credits available to complete the job. The XSA administrator will have to reset the usage limits for the affected user. If necessary, contact your XSA administrator or System Administrator to correct the issue.

Step 1: Reset the XSA usage counter limit for the affected person
For additional information, click on

Step 2: If the problem persists, contact Support for additional assistance

Regards,
J Wick