Tips for Resolving Scan to Server Message Block (SMB) Issues

Posted on by | Scanning, Support Tools, Technology | 1 comments

Server Message Block (SMB) Protocol is a network file sharing protocol used in scanning on Xerox multifunction printers.  Server Message Block (SMB) is a client server, request-response protocol that provides shared access to files, printers, ports, and miscellaneous communications between nodes on a network.

We are going to look at some prerequisites and tips from the online support to resolve issues you may run into when setting up or using scan to SMB.  

The Prerequisites for SMB Scanning:

The prerequisites for setting up scanning using SMB are as follows:

NOTE: Knowledge of the network on which the printer is installed is required and may require the assistance of your System Administrator.

  • The printer must be connected to the network.
  • The IP address of the printer is required.
  • HTTP must be enabled on the device.

The configuration report will show you the IP address of the printer and if the HTTP is enabled.  Search on the words “configuration report” in the online support for your device for instructions for printing out the report. 

The Tips for Setting-up SMB Scanning:

  1. Check that the Date and Time of the Printer match that of the Scan Server.
  2. Verify that the Network Folder is Shared.
  3. Verify that the Network Username has proper permissions to the Network Folder.
  4. Make sure that the User Login information is accurate by retyping the password and saving.
  5. Verify that the following SMB settings are entered correctly.
  6. Scan Server IP Address or Hostname.
    NOTE: Using the IP Address is recommended.
  7. Folder share name.
  8. Port number.
  9. Destination path.
    NOTE: The destination path field is only used for subfolders located within the shared folder. For example, if your path was //ScanServer/Sharename/username the destination path would only need to be username.

The following video will walk you through setting up scanning to SMB on Windows 10.

I hope this information will help you if you are setting up scanning or if you run into any errors or issues as you scan.  Remember you can find additional information in the online support for your specific model of printer, you can post a question on the Customer Support Forum or contact your local support centre via, chat, email, or phone by going to the Contact Us page, scroll down and select Technical Support to view your support options. 

Username and Password on Xerox Printers

Posted on by | Security, Support Tools | 0 comments

We receive many questions about the username and password on Xerox printers and multifunction devices (MFD). The username and password are required for system administrator access to the printer and the embedded web server (EWS). The username and password can help to safeguard your machine from unwanted settings changes.

The optimum scenario would be for one person to be the system administrator of the printer. That person would have the responsibility to make any setting or set-up changes to the device. We refer to that person as the system administrator (admin). The admin would be the person to change the username and password to protect the printer from unwanted changes. Once the username and/or password are changed from the defaults, which is highly recommended, the username and/or password cannot be reset without a call to support.  The reset may require a visit from a technician depending on the model of the device.

The default password will be 1111 on most printers or the serial number of the machine. The password on most devices is case sensitive, so if your serial number contains letters, please use the correct case.

Due to security concerns and complexity, we cannot post or give instructions for resetting the username and /or password back to the defaults in the online support or on the customer support forums. The process is not for users. It potentially puts the user in an area of the machine where mistakes could cause the machine to become unusable if the correct steps are not followed. More importantly it removes a layer of security if everyone knows or learns how to reset the username and/or password.

It is important that if the username and/or password is changed remember it or note the new values somewhere away from the device. Consider having at least two people know this information in case one of them is not available and an issue comes up where the username and password would be required.

Please look at this video that shows how to change the password on the VersaLink printers.

Should you choose not to change the defaults you can find the default username and password on the support page for your printer. Navigate to Xerox.com and select Customer Service then select All Support and Drivers.  On the Support page enter your model number in the space provided and then search on the words “default password”.  Please carefully consider changing the username and password on your printer and remember the new values. It may seem like a small thing, but it is another tool in the security toolbox!!

Why Am I Getting Generic, Defeatured Printer Settings?

Posted on by | Features, Printing, Technology | 2 comments

Are you missing features and functions in your print driver? Are you seeing only generic and defeatured printer settings in the user interface (UI)?  If so, you may be using the incorrect print driver, or the Xerox Desktop Print Experience App has not been installed on the computer.  

The two primary reasons for seeing a generic or defeatured printer settings UI are as follows:

Microsoft IPP Class Driver Installed

When users install their printer using Windows ‘Settings > Devices > Printers > Add Printer’, in some cases Microsoft may be installing it with the Microsoft Internet Printing Protocol (IPP) Class driver (Mopria), rather than the driver published to Windows Update.  This issue started in the Windows October 2018 Update (version 1809) when Microsoft started supporting Mopria certified printers.   The Microsoft IPP Class driver only offers a very limited set of print settings, with a Microsoft UI as seen below.

Xerox V4 Drivers

Users can also experience a similar defeatured print settings issue when using the Xerox V4 drivers if the Xerox® Desktop Print Experience app has not been installed on the PC.  The Xerox® Desktop Print Experience App provides the user the ability to select additional features when utilizing the V4 print architecture to print from the desktop.   Without this app, the user will be presented a similar generic Microsoft UI for print preferences.

Using the Smart Start installer is the recommended approach to resolve both issues and get a fully featured Xerox driver properly installed.

Xerox® Desktop Print Experience App Install Error 0x800f020b in Windows Update

Posted on by and | Apps, Technology | 1 comments

The Xerox® Desktop Print Experience App provides the user the ability to select additional features when utilizing the V4 print architecture to print from the PC.   Xerox has recently enabled automatic installation and update of this app through Windows Update, starting with app version 5.0 (7.192.8).

When a customer creates a print queue using a V4 driver for a supported device, Windows Update will download and install the companion application automatically.  Furthermore, when Xerox releases new versions of the Xerox Desktop Print Experience App users will receive the new version through Windows Update.  

Currently a bug in Windows Update results in some Windows 10 users seeing an “Install error – 0x800f020b” each time Windows checks for updates (typically once a day).   Note that this error does not hinder printing, or any other Windows Update functions, but we recognize it can be an annoyance.   

This issue was raised with Microsoft and has been fixed in Windows 10 version 21H2 – released on November 16, 2021.  Microsoft intends to also include the fix in updates of versions 20H1, 20H2, 21H1, and Windows 11 sometime in the first quarter of 2022.  The Microsoft updates that resolve this issue should be automatically applied through the normal Windows Update process when they become available.

The automatic update process currently applies to the following products:

  • AltaLink B8045/B8055/B8065/B8075/B8090
  • AltaLink B8145/B8155/B8170
  • AltaLink C8030/C8035/C8045/C8055/C8070
  • AltaLink C8130/C8135/C8145/C8155/C8170
  • Phaser 3330; WorkCentre 3335/3345
  • Phaser 3610; WorkCentre 3615
  • Phaser 6510; WorkCentre 6515
  • Phaser 6600N/6600DN; WorkCentre 6605N/6605DN
  • VersaLink B400 Printer; VersaLink B405 Mutifunction Printer (MFP)
  • VersaLink B600/B610 Printer; VersaLink B605//B615 MFP
  • VersaLink B7025/7030/7035 MFP
  • VersaLink C400 Color Printer; VersaLink C405 Color MFP
  • VersaLink C500/C600 Color Printer; VersaLink C505/C605 Color MFP
  • VersaLink C7000 Printer; VersaLink C7020/7025/7030 MFP
  • WorkCentre 3655 MFP
  • WorkCentre 5945/5955
  • WorkCentre 6655
  • WorkCentre 7220/7225
  • WorkCentre 7525/7530/7535/7545/7556
  • WorkCentre 7830/7835/7845/7855
  • Xerox B225/235 MFP; Xerox B230 Printer
  • Xerox B310 Printer
  • Xerox C235 Color MFP; Xerox C230 Printer
  • Xerox EC8036/8056
  • Xerox PrimeLink B9100/9110/9125/9136 Copier Printer
  • Xerox PrimeLink C9065/9070 Printer

And is also being rolled out to the following additional products in the coming weeks:

  • ColorQube 8580/8880
  • Phaser 7500DT, 7500DN, 7500DX, 7500N
  • VersaLink C8000/C9000 Color Printer
  • WorkCentre 5735/5740/5745/5755/5765/5775/5790
  • WorkCentre 5845/5855/5865/5875/5890
  • WorkCentre 7970
  • WorkCentre E7836/7856
  • Xerox B1022/1025 MFD
  • Xerox Color C60/C70

Refer to the following document for additional details on the Automatic Installation Behavior – Xerox® Desktop Print Experience App. 

UPDATE: Printers Communicating Billing Meters and Toner Levels

Posted on by | Features, Security, Support Tools | 0 comments

UPDATE: The deadline to make these updates has changed to February 15, 2022. Don’t delay and take time now to make sure you will not experience a disruption in automatic meter reads and automatic supplies replenishment (ASR) services.

__________________________________________________________________________________________

You are on the time-saving bandwagon and you’ve enabled your Xerox printers to send their billing meters automatically to Xerox. You may also be receiving toner and other supplies automatically from Xerox based on your printers reporting their supplies levels regularly. It has been a hands-off process that you’ve relied upon for perhaps several years. Let’s make sure you will not experience a disruption in those helpful features of your Xerox printers.

Effective February 15, 2022, Xerox printers on software versions which are not using the latest industry standard for transmission protocols will no longer be able to deliver data into Xerox servers for billing and other services. The latest standards have been available for quite some time which means it’s time to discontinue previous protocols.

How do you know if your Xerox printers are affected by this? Please read our Technical Bulletin here. In most cases, it’s a matter of ensuring the software of your printer is at the minimum level required to continue communications. Links to the software for each affected printer model are provided in the bulletin for convenience.   Remember there are resources available at www.xerox.com/support to help you. And if you have a question for our Digital Support experts, with the CareAR app it is as if they are there with you, seeing what you are seeing. Read our CareAR blog for more information.

For some product models, it’s important to know that to continue sending billing meters and toner levels a device manager application, such as Xerox Device Agent, will need to be installed on a networked PC. The application will collect the billing and toner data and send it to Xerox on the printer’s behalf. A device manager application is especially useful when you have multiple printers affected by this change since it can handle up to 2,000 printers at once.

Act soon and be sure you don’t fall off the remote services time-saving bandwagon!

Log4j and Xerox Printers and Multifunction Devices

Posted on by | Security, Support Tools | 0 comments

It’s in the news that a new vulnerability, termed Log4j, has been discovered which affects some open-source software applications. Open-source software is used in a variety of applications by a large number of technology companies. Naturally, you would like to know ‘what about Xerox?’

To help answer your questions about the Log4j and your Xerox products, security bulletins were released in December. The bulletins are being updated as more information becomes available, and evaluation is completed. 

Two security bulletins have been posted on the Xerox Security site.  The first bulletin Xerox Security Bulletin XRX21-021 Special Bulletin Regarding CVE-2021-44228, CVE-2021-45046 and CVE-2021-45105 is a document to identify Xerox products that may be impacted.  At this point no Xerox printer or multifunction devices are impacted by the Log4j vulnerability.  This document will be updated as more printers are evaluated.  The bulletin also includes software and solutions. If your product is not yet listed, please check back periodically as more products are evaluated and added to the bulletin. 

The second bulletin, DocuShare Security Bulletin XRX21-022 Special Bulletin Regarding CVE-2021-44228, CVE-2021-45046 and CVE-2021-45105, addresses the impact of Log4j on DocuShare software. Please review this document if you use DocuShare for possible vulnerabilities that may require action. 

Both documents have links to more information about the Log4j vulnerability to help you understand the threat and how to protect your network.  These are third party links offered to provide further information. 

Please remember to periodically check the Xerox Security site for new information you may need.  The site is updated frequently to keep you updated on things you need to know or actions you may need to take to keep your Xerox products safe and secure.  You can subscribe to the feed for the site or for specific products to be notified when new information in posted. 

If you would like more information or have other questions, please refer to the contact information provided on the above-noted bulletins.

Happy 2022! Let’s Hit the Ground Running!!

Posted on by | Apps, Features, Technology | 0 comments

Happy New Year!! Happy 2022!! I always feel like the New Year is a new beginning. This year we will still have some challenges in the way we can do business because of the continued precautions we must employ against the continued pandemic.  In the last couple of years, we saw many changes in the way business is done.  Let’s continue to build on what we learned and plan to do things differently and more efficiently this year.

This year try something new to change the way you do your business.  Maybe you want to offer your customers a new service or move towards more mobile printing capabilities. Another option is look at changing the way you manage the security of your print jobs. Update your processes by digitizing your documents utilizing scan or available apps. Give a little thought about your printing or multifunction equipment and how you can best utilize your systems this year. We are here to help you if you have any questions or need our support.

In this new year review the Office Solutions for Printing and Smart Workflows webpage. This page has so much information on tools, programs and apps that can help you explore new ideas and uses for your printer or multifunction device.   Expand your offerings to customers or streamline your internal processes with ideas and help from the resources you will find on this webpage. 

Review the App Gallery to see if there is an app or 2 that you can utilize in the business. There are apps to help your customers, streamline your business processes or just make life a little easier for your employees.  Everything from our hand washing reminder app to the app that will summarize your documents for you are available.  Some apps are free of charge, and many have “try it” trials.  Look through the app gallery and you may find your next favorite app. 

One thing to do with your printer today is to print out one of the customized calendars available for 2022. There are a few format and style options in the template library. Enjoy one of the free samples of the customizable calendars. You will also find inspirational posters in the template library. You can print out and post to inspire your customers and co-workers. Get those calendars printed out and start setting those goals for 2022!!

Simple Printer Practices to Wrap Up 2021

Posted on by | General Information, Support Tools | 0 comments

Happy Almost New Year!! We have reached the end of the year, time to wrap up 2021.  This has been another challenging year. We hope you have continued to adapt to the ever-changing circumstances and remained productive in this year.  To ensure you start 2022 off right here are things you can do to make sure your Xerox Printer or Multifunction Device is ready for a prosperous 2022.

  1. Make sure you have made any required updates to your machine. 
    • Automatic meter reads and/or automatic toner reporting may be disrupted for certain older printer models by an upcoming change. Action will be required to continue these services.  Download the details.
    • There is an important firmware update for WorkCentre 6515, Phaser 6510 and VersaLink: B400, B405, B600, B605, B610, B615, C400, C405, C500, C505, C600, C605.  Please see the recent At Your Service blog that supplies more details including direct links to the firmware update / service pack that you will need for your printer. 
  1. Clean your machine. Find instructions for cleaning in the User manual or on the support page for your machine.  Clean inside and out, especially your scan glass and rollers to help avoid image issues and paper jams.  Continue to follow the guidelines to effectively clean Xerox devices and maintain a healthy work environment in this time of Coronavirus.
  2. Consider signing up for Xerox eConcierge if it is available for your printer. See the Xerox eConcierge Supplies Assistant site for compatible machines and an explanation of the benefits including free machine service.
  3. Make sure you are connected to Remote Services which provides automatic meter reads, supplies replenishment and diagnostic support. Remote services save you time and helps to ensure proper billing.
  4. Navigate over to the Xerox security page and bookmark the page so that you can check back periodically. Security news about your machine including patches or updated firmware is available there.
  5. While you are bookmarking pages:

Now you are ready to enjoy your holiday and ring in the New Year. Have a wonderful holiday and we look forward to supporting you in 2022!

Happy Holidays 2021!

Posted on by | General Information, Support Tools | 0 comments

Happy Holidays 2021 to all and congratulations for making it through another unpredictable year.  In a year of change and continuing to reinvent or modify how you conduct business, it’s important to take time.  Take time to enjoy the season and reflect on your successes, lessons, and opportunities from this year. This year many traditions have returned, maybe modified, but so enjoyable to be together once again. Where it’s not possible to maintain your traditions, take this opportunity to make new ones.

As you celebrate Hanukkah, Christmas, Boxing Day, Kwanzaa, the Winter Solstice, New Year’s Eve and yes, even Festivus for the rest of us, remember to bring a little of the happy holiday spirit into your business too. That could be as simple as printing off seasonal greetings from our greeting cards templates.  There are a few new ones for this year.

If you need support to prepare for your holidays, we will be here.

Support Resources

From my Xerox Family to you and yours, thank you for letting us share part of your time this past year. We appreciate the opportunity to support you in doing what you do and to explore new processes that this year has required.  Stay safe and stay well! We wish for all of you good health, success, and prosperity for the New Year.

Xerox Printers and the macOS Monterey 12

Posted on by | Printing, Support Tools | 11 comments

The annual release of the new macOS Monterey 12 happened recently. Our drivers and other software available for our printers and multifunction devices were tested with the new OS.  

Please check for the driver availability for your printers by reviewing the compatibility document for macOS Monterey that is posted on the Xerox equipment compatibility with new operating systems page to see if a driver has been or will be created for your model of printer or multifunction device (MFD). There are 5 compatibility levels.  Many printers will have a 1 in the Compatibility Level column. This indicates drivers are available for this product.  A 2 in the column indicates that no driver is planned for the device. 

Driver Available

Drivers for the new macOS are found on the support pages for the printers or MFD.   To find the newest drivers navigate to the Xerox Support and Drivers page for your model.  Make sure to choose the printer configuration you have, if applicable. Then select the macOS 12 Monterey operating system from the Operating System drop down menu. Select Apply Filter to see driver(s). Install the driver. 

No Driver Available Workarounds

If the compatibility level column indicates a 2, no specific drivers are planned for that model printer.  For a printer without a specific scan driver or when a print driver is not available, AirPrint and Scan to Email may be used as a workaround.  Please see the article Macintosh OS Driver is Not Available in the online support for additional information.

AirPrint does not provide all the print features that the Xerox specific driver does. Scan to Email requires a network connection. Depending on the type of email service used, the service may require the email to leave the network. Additionally, scan to email requires an email server or email provider.

For additional information, you can search the online knowledgebase for your product. reach out to your local support centre or post a question on the Xerox Community Support Forum.