If one printer cannot be found, or cannot print or scan, in your Citrix session while other printers work, first check whether the printer works outside Citrix.
Why the check matters
Printers are redirected into Citrix from the local machine. If a printer does not work or connect on the local machine, it will not work in Citrix either.
Check the printer outside Citrix
On the local machine, outside Citrix, try to find the printer and print or scan from it. Then follow the result:
The printer works outside Citrix but not within it: there is a problem between Citrix and the printer. Contact our support team.
The printer does not work, or cannot be found, outside Citrix: the problem is with the printer or the local machine and needs to be looked at by your local IT or printer engineers.
You are still unable to print from the local machine after local checks: contact our support team, who can log in to the user's session to investigate.
Printing from a personal laptop
If a user prints from their own laptop rather than a local office machine, check whether that laptop can print to the printer outside Citrix before contacting support.