Troubleshooting Network Printer Connection Setup for Windows/PC
If you are experiencing issues downloading the installer and/or getting it to install the network printer for your office on your Windows/PC device, please see the scenarios below for a solution.
I cannot reach the download page. I click on the link, a new tab opens, but there is no download or the page is broken.
- Verify that you are connected to the internet.
- If you are connected to the internet but are experiencing issues accessing the download page, try right-clicking on the link, then select the option to open it in 'InPrivate' or 'Incognito' mode.
I cannot download the installer. I click on the download button, but my browser thinks the file is malware.
- Try downloading the file using a different web browser. (Example: Edge instead of Chrome)
- Verify that your browser is up-to-date with any updates, and then try again.
- To get updates for Chrome, open a new tab and go to: 'chrome://settings/help.' After updates, you will be prompted to restart Chrome.
- To get updates for Edge, open a new tab and go to: 'edge://settings/help.' After updates, you will be prompted to restart Edge.
- If the download still does not work, there may be 3rd party security software running on your computer that is blocking the download. The security software would need to be disabled before the file can be downloaded.
I downloaded the installer, but I cannot find it in my 'Downloads' folder.
- Open 'File Explorer' and open your 'Downloads' folder.
- Most recent downloads should show at the top. If installer file is not there, search for the word 'installer' in the upper right of the window. It should return a result with the '<officename>_installer.'
- If still no results, try downloading the file again.
The installer is not working: It looks like a folder icon with a zipper on it.
- Right-click on the file. Select 'Extract All' and then click on the 'Extract' button in the popup, but DO NOT change any of the presets.
- Double-click on the extracted file.
When I open the extracted folder, I do not see an installer in it. The folder is empty.
- It is possible that your computer's security software may have quarantined or deleted the installer.
- Disable any 3rd party security software that is running on your computer and try downloading the installer again.
- If you do not have any 3rd party security and are just using the built-in 'Windows Defender,' please contact helpdesk@c21affiliated.com for assistance.
The installer is not working: I get the message: "Windows protected your PC."
- This is a SmartScreen warning message.
- Click the 'More info' link, and then click the 'Run anyway' button when it appears.
The installer is not working: I am being asked for a password.
- For a C21 Affiliated-issued PC: If the installer prompts you for a password, this means you do not have local administrative access to your PC. Please contact helpdesk@c21affiliated.com for assistance.
- For a personal PC: If the installer prompts you for a password, then you are not logged in as a local admin and must provide the admin password for your PC. Affiliated's Helpdesk is unable to assist you with this password.
The installer is not working: I get a 'User Account Control' message.
- This is normal. Click 'Yes' to continue the install.
The installer is not working: A black box comes up and there is white text inside the box.
- This means the installer is working in the background to download and install the necessary printer file. When the installer is finished, a popup box will appear saying the installation is complete.
The installer is not working: A black box comes up and there is white text AND some red text inside the box.
- This means the installer is working in the background to download and install the necessary printer file. However, the red text means your computer has blocked or interrupted part of the installation process. Contact helpdesk@c21affiliated.com for assistance.
The installer completed, but I cannot print to the office printer.
- Verify that you are connected to the office network or wi-fi before attempting to print to the office copier.
- Verify that you have specified the correct office copier from within whichever software you are using.
Article ID: G.04.02
Last update: 03.06.2025
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