HELP! I cannot install the office printer on my Windows PC!

If you are experiencing issues downloading the installer and/or getting it to install the office printer on your Windows computer, please see the Q & A below for a solution.  To return to the installer instructions and download list, CLICK HERE.

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.

• Please make sure you are connected to the internet
• If you are connected to the internet but are experience issues accessing the download page, try right-clicking on the link, then select to open it InPrivate or Incognito mode.

I cannot download the installer; I click on the download button, but my browser thinks the file is malware.

• Quick Work Around:  try downloading the file in another web browser.  (Example:  if you are using Goggle Chrome , please try Microsoft Edge or another browser to access the download page and try to download the file again.)  If the work around fails, please make sure your browser is up to date then try again.  
  • For Google Chrome users:  open a new tab and go to this address .  If updates are available, they will install automatically, and you'll be prompted to restart Chrome.
  • For Microsoft Edge users:  open a new tab and go to this address .  If updates are available, they will install automatically, and you'll be prompted to restart Edge.
• If the download still is not working, it is possible you might have 3rd party security software running on your computer that is blocking the download.  You'll need to disable that software before you can download the file. CLICK HERE to see how to disable 3rd party security software.

I downloaded the installer, but I cannot find it in my downloads folder.

• Open File Explorer , then open your Downloads folder
• Your most recent downloads should show at the top, if they do not, search for the word "installer" in the upper right of the window.  It should return a result with the <officename>_installer.
• If the search returns no results, try downloading the file again.  *NOTE* please make sure you've tried the steps listed above (try another browser, made sure your browser is up to date, and that you do not have any 3rd party security software running on your computer.  CLICK HERE to see how to disable 3rd party security software.)

The installer is not working; it looks like a folder icon with a zipper on it.

1. Right click on the file, select "Extract All", click on the "Extract" button in the popup (do not change any of the presets),
2. then Double-click on the extracted file.

I open the extracted folder, but I do not see an installer in it (folder is empty)

• It is possible your computer's security software might have quarantined or deleted the installer
• Please disable any 3rd party security software running on your computer and try downloading the installer again.  CLICK HERE to see how to disable 3rd party security software.
• 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 a "Windows protected your PC" message.

1. If you receive a SmartScreen warning like one shown below,
2. click the "More info" link...
3. ...then click the  button when it appears.

The installer is not working; I am being asked for a password.

• If you are using a PC issued to you by C21 Affiliated:  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.
• If you are using personal PC:  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.  The C21 Affiliated Helpdesk cannot assist you with this password.

The installer is not working; I get a "User Account Control" message.

• A User Account Control prompt is normal; click "Yes" to continue with the install.
• 

The installer is not working; a black box comes up and I see a bunch of 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, you'll receive a popup box saying the installation is complete.

The installer is not working; a black box comes up and I see a bunch of white 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.  Please contact helpdesk@c21affiliated.com for assistance with the install.

The installer completed, but I cannot print to the office printer.

• Make sure you are connected to the office network/wi-fi before you try printing to the office copier.
• In whatever software you are printing from, make sure you specified the correct printer to print to.