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Troubleshoot a Duplicate IP Address on the Network

Article ID
KB0237982
Published
2019-06-11

IMPORTANT: Xerox is NOT responsible for assigning an IP Address to your Xerox device. Customers are responsible for ALL network configuration, maintenance and troubleshooting of network issues.

When using the TCP/IP protocol, each device (for example: printer, computer, mobile device) on the network must have a UNIQUE IP Address assigned to it. If the same IP Address is assigned to more than one device on the network (for example a computer and a printer) then a duplicate IP Address issue will occur and those devices with the same IP Address will not function properly.

To determine if you have a duplicate IP Address:

  1. Disconnect the network cable from the Xerox printer.

  2. Ping the IP Address that was previously assigned to the Xerox printer.

  3. If you get replies, you definitely have a duplicate IP Address.


To determine which device has the printer's IP Address Using Microsoft Windows 7, 8 or 10 OS:

  1. Open Windows Explorer.

  2. Go to Network.

    Note: Network Discovery needs to be on to display devices within the same connected network. You will be prompted if it is not.

    You will now see devices showing their Host name such as XEROXUSER-PC as an example.

  3. Go to a Command Prompt and ping the host name of the device you are trying to identify the address of. Formatting is as follows: C:\username>ping -4 XEROXUSER-PC  
    You will get replies from the IP Address that is assigned to that device.

  4. You can repeat this process to the other devices until you find the IP Address that has been assigned to the printer.

  5. Once found, ask a user to power off the device or disconnect its network cable and reboot the printer.

  6. Once the printer is back up with its original address, you can then have the user put the offending computer or mobile device back on the network. It will then pull a new IP from the DHCP server.


To determine which device has the printer's IP Address Using Apple Macintosh OS X:

  1. In the Finder top menu bar, Click GO.

  2. Choose Network. You will now see devices showing their Host name such as XEROXUSER-PC as an example.

  3. Go to the Search Icon in Finder (The magnifying glass in top Right corner of screen.)

  4. Type Network Utility and select it from the displayed apps.

  5. Go to the Ping tab.

  6. Type the host name of a device in the Enter network Address field and click PING.
    You will get replies from the IP address that is assigned to that device.

  7. You can repeat this process to the other devices until you find the IP Address that has been assigned to the printer.

  8. Once found, ask a user to power off the device or disconnect its network cable and reboot the printer.

  9. Once the printer is back up with its original address, you can then have the user put the offending computer or mobile device back on the network. It will then pull a new IP from the DHCP server.