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  1. #1
    Step aside, noob 1,000+ Posts EarthKmTech's Avatar
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    E series print job lockup

    2 years this issue has been going on, till finally we saw the actual issue for ourselves. (BH454e)

    Customer complains, printer works fine first thing in the morning, then by mid morning or afternoon it becomes possible for the machine to be stuck on receiving a single print job.

    Prior to this we have never seen it, the customer was always resetting the machine before we attended so there was nothing for us to see, the machine was always working when we came out.

    Finally I saw it in person.

    Data light flashing, job "receiving" can be any kind of document, I've seen it on XLS and PDF files. Will stay this way for eternity. The job can not be deleted and you can not enter service mode. It will stay on "deleting" for eternity too.

    The only cure is to cold restart the machine after which time theres no trace of the job in the logs.

    As we have never seen the issue in person in the visits prior and were not given a clear explanation of the exact issue we simply kept the firmware up to date.

    Anyone seen this before?

    I'm kind of leaning towards it being a HDD issue.

    I have taken the shotgun approach and installed a replacement reset near new MFP board, HDD and ram, (in the approved order of replacement) blown the machine away completely and setup from scratch. I will know pretty soon if it's made any difference. Theres 3 other 454e's and a C554e on site, no others have this issue, next step is to roll the machines around and see if it continues to lockup in a different area to see if its originating from the network if I get the call today.
    If at first you don't succeed, try the way I told you how to do it in the first place.

  2. #2
    Service Manager 1,000+ Posts
    E series print job lockup


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    Re: E series print job lockup

    When we had this, the cure was always back everything up and run a system initialization+format hdd

  3. #3
    Senior Tech 100+ Posts
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    Re: E series print job lockup

    Quote Originally Posted by EarthKmTech View Post

    Data light flashing, job "receiving" can be any kind of document, I've seen it on XLS and PDF files. Will stay this way for eternity. The job can not be deleted and you can not enter service mode. It will stay on "deleting" for eternity too.

    The only cure is to cold restart the machine after which time theres no trace of the job in the logs.
    I had one exactly like you described.
    I managed to locate what file from which PC cause machine to crash in very short time since it was small group of 4 users.

    Anyway, one person was printing xls file which caused the issue. Other xls files were fine.
    We convert that file to pdf and printed OK.

    Never had any more issues with that machine or any other machine with this kind of problem.

    It was one off for me.

    If I were you I would swap that machine with one that works OK from site. Give that problematic one to users which have no problems, and a good one to users which reported the problem.

    If problem occurs on second machine then I would point my finger on particular PC.

    Good luck!

  4. #4
    Trusted Tech 50+ Posts
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    Re: E series print job lockup

    Quote Originally Posted by EarthKmTech View Post
    2 years this issue has been going on, till finally we saw the actual issue for ourselves. (BH454e)

    Customer complains, printer works fine first thing in the morning, then by mid morning or afternoon it becomes possible for the machine to be stuck on receiving a single print job.

    Prior to this we have never seen it, the customer was always resetting the machine before we attended so there was nothing for us to see, the machine was always working when we came out.

    Finally I saw it in person.

    Data light flashing, job "receiving" can be any kind of document, I've seen it on XLS and PDF files. Will stay this way for eternity. The job can not be deleted and you can not enter service mode. It will stay on "deleting" for eternity too.

    The only cure is to cold restart the machine after which time theres no trace of the job in the logs.

    As we have never seen the issue in person in the visits prior and were not given a clear explanation of the exact issue we simply kept the firmware up to date.

    Anyone seen this before?

    I'm kind of leaning towards it being a HDD issue.

    I have taken the shotgun approach and installed a replacement reset near new MFP board, HDD and ram, (in the approved order of replacement) blown the machine away completely and setup from scratch. I will know pretty soon if it's made any difference. Theres 3 other 454e's and a C554e on site, no others have this issue, next step is to roll the machines around and see if it continues to lockup in a different area to see if its originating from the network if I get the call today.
    We were having the same issue with C454e and Ricoh MP C4503 machines at our clients.
    We just remove all Windows 10 WSD auto detect drivers. Re-install as manual standard TCP/IP by using hostname (IP should be fine) with drivers download from KM/Ricoh, PCL6, 64 or 32 bit based upon PC's OSs. After that, it seems to be fine and printing quickly. We also seen that happen on HP prints from other client, turn out to be problem from CAT 5 network cable with gigabit router (upgraded to gigabit router without re-run old cable).
    Hope this help

  5. #5
    Service Manager 2,500+ Posts
    E series print job lockup

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    Re: E series print job lockup

    Is this a multi user site, is it possible one user has the printer installed using the wrong driver etc seen this many times on other models, either causes errors codes, prints garbage or simply locks up as you have described.
    Let us eat, drink, and be merry, because tomorrow we may die!

    www.copierfirmware.co.uk

  6. #6
    Senior Tech 100+ Posts
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    Re: E series print job lockup

    I had a similar problem with a Kyocera. One of the users in the office was always printing from her laptop. The laptop operating system was windows 10 which has its own "edge PDF viewer" the laptop would open the PDF in Edge viewer NOT Adobe. Everytime that user would print a PDF the machine would lock up. By the time I would get there the lady was always gone and had taken her laptop with her and the job was stuck in queue with everything else backed up. One day I was lucky enough to catch her in the office and duplicated the problem. I installed Adobe as the default program. The client hasn't called back for the issue since

  7. #7
    IT Manager 1,000+ Posts bsm2's Avatar
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    Re: E series print job lockup

    Someone has the wrong print driver. First change ipaddress on copier than check every print driver and install the correct driver.

  8. #8
    Field Supervisor 500+ Posts
    E series print job lockup


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    Re: E series print job lockup

    bloody Edge and its barebone print interface.

    esp annoying when account track is used

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