I can not see my Network Printer in the directory. A user just told me he can not see his printer

Question

A user just told me he can not see his printer in the list when he goes to try and install it to his local machine. I can ping the printer and bring it up in the internet using the IP, but I can not see it in the Printserver directory where all of our printers are stored. How do I make it reappear or what happened to it. Thanks,George