Xerox Printer Not Connecting? How to Troubleshoot Network, Port, and Driver Issues

Symptoms This Guide Covers

This guide may help if you are seeing any of the following issues:

• The Xerox printer will not print.
• The printer shows as offline in Windows.
• Printing takes a long time.
• You have to restart the print job before it prints.
• The printer only prints sometimes.
• The printer does not print the full document.
• The printer is reachable sometimes but not consistently.
• The printer works for one computer but not another.

Which Products Would This Apply To?

This troubleshooting guide may apply to many Xerox network printers, copiers, and multifunction devices that are installed on Windows 10 or Windows 11 computers. It is especially relevant for Xerox devices that connect through an office network using an IP address, whether the device is connected by Ethernet or wireless.

This guide most often applies to Xerox AltaLink®, VersaLink®, B-Series, C-Series, and PrimeLink® network printers and multifunction devices.

Not every Xerox model uses the exact same menu layout, driver package, or control panel path. If your printer is managed by an IT provider, print server, or company-wide network policy, confirm with your IT team before changing IP address settings, ports, or drivers.

To review available Xerox printer and copier models, visit Benchmark’s Xerox printers and copiers page.

Before You Start

Before making changes, gather the following information:

• The printer’s current IP address
• Whether the printer is connected by Ethernet or wireless
• Whether the problem affects one computer or multiple computers
• Whether the printer can be reached in a web browser
• Whether you have administrator access on the Windows computer
• Any error messages shown on the printer display or computer screen

If the issue affects multiple users, the problem is more likely related to the printer’s network connection, printer configuration, or device-side settings. If the issue affects only one computer, the problem is more likely related to that computer’s printer port, driver, Windows settings, or application settings.

Step 1: Check Basic Network Connectivity

Start by checking whether the printer is reachable on the network. Open a web browser on the computer and enter the printer’s IP address in the address bar.

If the printer’s embedded web server or CentreWare Internet Services page opens, the printer is reachable on the network. If the page does not open, continue with the network checks below.

If the Printer Cannot Be Reached in a Browser

• Check the Ethernet connection on the back of the machine.
• Confirm that the network link lights are on.
• If using a wired connection, check the cable and network hardware.
• If using wireless, confirm the computer is on the same network as the printer.
• If the computer is on the wrong network, switch it to the correct one.
• If the printer is on a guest or isolated wireless network, it may not communicate properly with user devices.

If the printer is not reachable at all, the issue is more likely a network or LAN communication problem than a driver problem. At that point, it may make sense to involve your IT team before continuing.

Step 2: Confirm the Printer Has a Valid Network Configuration

If the printer is on the network but still not connecting properly, confirm the printer’s IP address, gateway, and subnet information.

For Xerox AltaLink® Models

Log in as admin at the printer control panel and go to:

Device > Tools > Network > TCP/IP Settings > Dynamic Addressing

For Xerox VersaLink® Models

Log in as admin at the printer control panel and go to:

Device > Connectivity > Ethernet > IPv4

Review the printer’s IP address, gateway, and subnet information. If the printer shows an IP address of 0.0.0.0, the device is not properly connected to the network. A self-assigned address, such as a 169.254.x.x address, or an address on the wrong subnet may also indicate a network configuration issue.

Step 3: Validate the Printer Port in Windows

If the printer is reachable on the network but Windows still shows an error or offline status, the next step is to check the printer port.

1. Search for Printers & scanners in the Windows search bar and open it.
2. Select the Xerox printer that is having the issue.
3. In Windows 10, choose Manage if needed.
4. Open Printer properties.
5. Select the Ports tab.
6. Review the selected port.
7. Select Configure Port.
8. In the field labeled Printer Name or IP Address, enter the printer’s IP address.
9. Apply the change and print a test page.

If the printer is using a WSD port, consider creating or switching to a Standard TCP/IP Port using the printer’s IP address. WSD ports can work in some environments, but they can also contribute to recurring offline behavior.

Step 4: Check Whether the Issue Is Application-Specific

If the printer can print a Windows test page but the user still cannot print normally, check whether the issue is limited to one program.

Try the following:

• Print a Windows test page.
• Print from a different application.
• Confirm the correct printer is selected in the program.
• Close and reopen the original application before testing again.

If the printer works from one program but not another, the printer may not be the root cause. The issue may be tied to the application, file type, print settings, or user profile.

Step 5: Reinstall or Update the Printer Driver

If the port is correct and the printer is still not working properly, remove and reinstall the printer using a Xerox-supported driver package.

1. Open Settings.
2. Go to Devices or Bluetooth & devices, depending on your Windows version.
3. Open Printers & scanners.
4. Select the Xerox device that is having issues.
5. Choose Remove device.
6. Confirm the removal.
7. Search online for Xerox [model number] driver.
8. Make sure the driver source is directly from Xerox.

Using Xerox Smart Start

If using Xerox Smart Start, download the installer, run it, and follow the prompts. If the printer does not automatically appear, choose Don’t See Your Printer?, enter the printer’s IP address, and use Advanced Search.

Using Xerox Global Print Driver or a Model-Specific Driver

The Xerox Global Print Driver can be a useful fallback in some environments, but it is not always the best option when customers rely on model-specific features. If the device has finishing options, advanced scanning features, accounting settings, or other special functions, a model-specific driver may be the better choice.

Do not assume PostScript is the right default for every office. Choose the driver package based on the device, operating system, print environment, and features the customer needs.

Step 6: Add the Printer Manually by IP Address

If automatic discovery is not working properly, or if you want a cleaner setup, add the printer manually by IP address.

1. After downloading the Xerox driver, extract the driver files if needed.
2. Return to Printers & scanners.
3. Select Add printers & scanners.
4. Choose The printer I want isn’t listed.
5. Select Add a printer using an IP address or hostname.
6. Choose TCP/IP Device.
7. Enter the printer’s IP address in the Hostname or IP address field.
8. Let Windows auto-populate the port name.
9. Do not check the box to query the printer and automatically select the driver.
10. Continue to the next screen and choose Have Disk.
11. Browse to the extracted Xerox driver files.
12. Select the correct .inf file.
13. When Windows returns to the driver selection screen, choose the correct driver package.
14. If prompted to keep or replace an existing driver, choose the correct option based on whether you are reinstalling the same driver or using a newer one.
15. Name the printer something the customer will recognize.
16. When prompted for printer sharing, choose Do not share this printer unless the customer’s IT team specifically manages printer sharing through that workstation.

Step 7: Test the Fix

Once the printer has been reinstalled or the port has been corrected, print a Windows test page and confirm that it prints normally.

Then complete these final checks:

• Close any programs that were previously having trouble printing.
• Reopen the original application.
• Retry the original print job.
• Confirm that the full document prints.
• Confirm that the printer no longer shows as offline.

Common Troubleshooting Notes

• If the printer cannot be reached in a browser, focus on the network first.
• If the printer is using a WSD port, switching to a Standard TCP/IP port is often the better fix.
• If the printer prints a test page but fails in one application, check that application’s print settings.
• If installation stalls, do not assume the driver package is bad right away. Permissions, spooler state, security software, or Windows driver-store issues may also be involved.
• If multiple users are affected, the issue is more likely tied to the printer, network, or print server.
• If only one user is affected, the issue is more likely tied to that workstation, driver, port, or application.

When to Contact Benchmark

Benchmark Office Systems supports Xerox printers, copiers, and multifunction devices for businesses across Southern New Hampshire and Northern Massachusetts. If your Xerox device is online but still not printing correctly, our team can help review the driver, port, device settings, or network-related print behavior.

Contact Benchmark if:

• You need help identifying the correct Xerox driver.
• The printer port settings are confusing or inconsistent.
• The printer is online but still behaves unpredictably.
• You are unsure whether to use a model-specific driver or a fallback driver.
• You want help reviewing device-side Xerox settings.
• You need help with a Xerox printer, copier, or multifunction device supported by Benchmark.

Contact Benchmark for Xerox Printer Support

When to Contact Your IT Team

Contact your IT team if:

• The printer is not reachable on the network at all.
• The printer may need a new static IP address or subnet review.
• The organization uses print servers or managed network policies.
• Admin rights are restricted.
• Network changes need to be approved, documented, or coordinated across multiple users.

Related Xerox Troubleshooting Guides

If you are building out Benchmark’s troubleshooting library, these related support pages would be useful companion guides:

• Xerox Printer Offline: What to Check First
• Xerox Scan to Email Not Working
• How to Install a Xerox Print Driver
• How to Find a Xerox Printer IP Address
• Xerox Printer Printing Slowly

Frequently Asked Questions About Xerox Printers Not Connecting

Why is my Xerox printer not connecting?

A Xerox printer may stop connecting because of a network communication issue, an incorrect Windows printer port, or a driver problem. Start by checking whether the printer’s IP address opens in a web browser. If it does, the printer is reachable on the network and the next step is to check the Windows printer port.

Why does my Xerox printer show as offline in Windows?

A Xerox printer can show as offline when Windows is using the wrong port, the printer’s IP address changed, the device is on the wrong network, or the driver is not communicating properly. WSD ports can also contribute to recurring offline behavior in some office environments.

What IP address should I enter for the printer port?

Enter the printer’s IP address, not the computer’s IP address. The printer port needs to point Windows to the Xerox device on the network.

Should I use a WSD port or a Standard TCP/IP port?

A Standard TCP/IP port using the printer’s IP address is often more reliable for office Xerox printers than a WSD port. If the printer repeatedly goes offline, checking or replacing the WSD port is a good troubleshooting step.

Should I reinstall the Xerox printer driver?

Reinstall the driver if the printer is reachable on the network and the Windows printer port is correct, but printing still fails. Use a Xerox-supported driver package and choose the driver that matches the device and the customer’s operating system.

Why does my Xerox printer work for one person but not another?

If the Xerox printer works for one user but not another, the issue is usually tied to the affected computer. Check that computer’s printer port, driver, application print settings, permissions, and selected default printer.

Why does my Xerox printer print a test page but not my document?

If the Windows test page prints but the original document does not, the issue may be application-specific. Confirm the correct printer is selected in the program, close and reopen the application, and test a different file if needed.

When should I call Benchmark instead of troubleshooting it myself?

Contact Benchmark if you need help identifying the correct Xerox driver, reviewing printer settings, correcting port issues, or deciding whether to use a model-specific driver or a fallback driver.

When should I contact my IT team?

Contact your IT team if the printer is not reachable on the network, if the organization uses print servers or managed network policies, or if network changes require approval.