A.9 Printer Policy Troubleshooting

Unable to install a printer driver on Windows managed devices through the Printer Policy

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Possible Cause: A printer model name is represented in different ways on Windows managed devices. For example, the HP LaserJet 8100 Series PCL6 printer model is represented as HP LaserJet 8100 Series PCL 6 on Windows 2000. (Note that there is a space between PCL and 6).

While creating a Printer policy, you can manually specify the printer model or select it from a predefined list. If you select it from a predefined list, the printer is installed based on the model name defined in the list, which might not be the printer model name on the Windows managed device. For example, if you select HP LaserJet 8100 Series PCL6, the printer driver is installed only on the managed devices having the HP LaserJet 8100 Series PCL6 printer model. Consequently, the driver is not installed on the Windows 2000 managed device.

Action: While creating the Printer policy, ensure that the correct printer model name is specified.

Unable to install the printer driver on a Windows Vista SP1 device

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: If the printer driver contains more than one .inf file, the installation of the driver fails because the policy handler does not know which .inf file to use.
Action: While installing the printer driver, ensure that only the valid .inf file is available in the ZIP file. For example, if you download the HP 4700 Color LaserJet print drivers for Vista, the ZIP file contains more than one .inf file. Remove all the .inf files other than hpc4700c.inf because this is the only .inf file required to install the HP 4700 Color LaserJet print driver.

Changing the iPrint printer driver on a server does not update the driver on the managed device

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: If you update the iPrint printer driver on a server through a console such as iManager, the driver is not updated on the managed device.
Action: After updating the iPrint driver in iManager, perform the following steps to update the driver on the device:

  1. In ZENworks Control Center, click Policies.

  2. Select the policy, then click Action > Disable > Policies to disable the policy.

  3. Click Quick Tasks > Refresh All Devices.

  4. Click Action > Enable Policies to enable the policy.

  5. Click Quick Tasks > Refresh All Devices.

Unable to install or update the printer drivers on re-enforcing the policy

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: The Printer policy installs the printer driver during the first enforcement of the policy. If the driver is changed after the first enforcement of the policy, the new drivers are not installed or updated on the subsequent enforcement of the policy.
Action: Create a new printer policy with the new driver and assign it to the same device or user.

Unable to install iPrint printer on a Windows 2000 managed device

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: If a printer policy that is configured to install an iPrint printer on a managed device is assigned to a user who logs in to a Windows 2000 managed device, the iPrint printer is not installed on the device.
Action: Assign the printer policy to the device.

Unable to install iPrint printer on a Windows XP managed device

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: If a printer policy that is configured to install an iPrint printer on a managed device is assigned to a user who logs in to a Windows XP device that has an iPrint Client 4.x installed, the iPrint printer is not installed on the device.
Action: Do the following:

  1. Uninstall the iPrint Client 4.x from the device.

  2. Download the iPrint Client 5.x from the Novell Downloads site.

  3. Install the iPrint Client 5.x on the managed device.

    For more information on installing the iPrint Client, see Step 8 in Section 2.4, Printer Policy

Uninstall does not roll back the previously enforced Printer policies

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: The previously enforced printer policies does not roll back when ZENworks is uninstalled.
Action: Before uninstalling ZENworks, disassociate the Printer policy from the users or devices to unenforce the policy.

Installation of the iPrint printer fails on a device if the printer does not have the supported drivers

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: If a printer configured in the iPrint policy has assigned drivers that are not supported by the operating system on the managed device, then the Installation of the printer fails.

For example, if a printer that has Windows XP and Windows Vista drivers is configured in a iPrint policy and the policy is assigned to a Windows 7 device, the installation of the printer on the Windows 7 device fails.

Action: Before assigning a iPrint policy to a device, ensure that the drivers assigned to the printer configured in the policy are supported by the operating system on the device.

Installation of the network printer might fail on a Windows Server 2008 R2 device

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: If you assign a Printer policy that has a Network printer configured for a Windows Server 2008 R2 device, the installation of the printer might fail if the Internet Printing Client is not installed on the device.
Action: Perform the following steps to install the Internet Printing Client on the device:

  1. Click Start > All Programs > Administrative Tools > Server Manager.

  2. In the Server Manager window, click Features > Add Features.

  3. Select Internet Printing Client.

  4. Click Install.

  5. Restart the device.

Unable to enforce a printer policy on a managed device if the printer driver that is installed on the device is unsigned

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: The printer driver that is installed on the device has not been digitally signed by Microsoft.
Action: Enable using unsigned drivers in the printer policy:

  1. On the device, right-click My Computers > Properties.

  2. In the System Properties window, click Hardware > Driver Signing.

  3. Select Ignore - Install the software anyway and don't ask for my approval.

The Printer policy might fail to install an iPrint printer on a managed device if iPrint printer drivers are configured in the policy

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: The iPrint policy might fail to install the iPrint printer on a device if iPrint printer drivers are configured in the policy. You must not add iPrint printer drivers in the Printer Driver Installation panel of a printer policy details page because the iPrint drivers are automatically downloaded from the iPrint servers when the iPrint printer is installed on the device.
Action: Edit the policy to remove the iPrint printers from the Driver List in the Printer Driver Installation panel of the printer policy details page.

The Printer policy fails because of a handler timeout

Source: ZENworks 10 Configuration Management; Policy Management; Windows Configuration Policy.
Explanation: The printers that are being installed or configured might take a considerable amount of time because the devices need to access and then install the related printer drivers. This could result in a printer handler time-out.
Action: To set a default value that forces the Printer policy handler to wait for a set amount of time:

  1. On a Windows managed device, open the Registry Editor.

  2. Go to HKLM\Software\Novell\ZCM\PrinterPolicy.

  3. Create the MaxZenPrinterProcessingTimeOut registry key with an appropriate timeout value, in seconds, depending on the number of printers to be configured.