mp c3002 sc 997

**ABS tect** · 01-29-2018

Customer was getting 997 code sporatically....wondering what might be causing this? Something they are doing or a software problem with the machine? I went there and did a firmware update but the problem is still happening.

Not sure how to troubleshoot because when it happens they never seem to remember what they were doing

997 B
Application function selection error
The application selected by the operation panel key works abnormally
(No response, abnormal ending).
1. Software (including the software configuration) defective
2. An option required by the application (RAM, DIMM, board) is not
installed.
3. Nesting of the fax group addresses is too complicated.
 Check the devices necessary for the application program. If
necessary devices have not been installed, install them.
 Check that application programs are correctly configured.
 For a fax operation problem, simplify the nesting of the fax group
addresses.
 Take necessary countermeasures specific to the application
program. If the logs can be displayed on the operation panel, see
the logs.

**rsyarcia** · 01-31-2018

have you updated all the firmwares?

**ABS tect** · 01-31-2018

Originally Posted by rsyarcia

have you updated all the firmwares?

Yes

**Polarbear** · 02-02-2018

Hi

Can you post images of the SC pages of the SMC report please?

**TonerMunkeh** · 02-02-2018

If it's running anything Java, check the heap and stack aren't maxed out. I normally set them to 75% of their maximum. On the MPC4000/5000, I had a lot of 997's at a particular customer that were only sorted with a scanner memory clear.

**ABS tect** · 02-02-2018

Is it most likely something that they are trying to print from their computers?

I printed out the sc report and it looks like the more frequent code is sc-899...which when i have come across that i just emptied the customers print q and that took care of that code.

Anyways looks like sc-899 and sc-997 are the issues on this guy. But i know i updated the firmware, ill post it and you can check if it is the most recent..seems to me though like it is something they are trying to send to the copierSC Report.pdf FW.pdf

**cadillac2** · 02-02-2018

do sp7403-001 and post a pic of what it shows on the screen

**slimslob** · 02-02-2018

Originally Posted by ABS tect

Is it most likely something that they are trying to print from their computers?

I printed out the sc report and it looks like the more frequent code is sc-899...which when i have come across that i just emptied the customers print q and that took care of that code.

Anyways looks like sc-899 and sc-997 are the issues on this guy. But i know i updated the firmware, ill post it and you can check if it is the most recent..seems to me though like it is something they are trying to send to the copierSC Report.pdf FW.pdf

Before you emptied the customer's print q did you check to see what the first job in the q was. If it was a web page, there in is the most likely source.

In the future, it is easier to compare the firmware levels if you print the diagnostic report SP 5990-005 or export it SP 5992-005. This is a one page report that has all the firmware information on it.

Have you updated JAVA as it can also cause SC 899. Doesn't appear on you're attachments. With JAVA SC899 may occur when the machine recovered from energy saver mode. There are other JAVA caused SC 899 they are dependent on what peripheral and Apps are using JAVA. JAVA firmware history is rfg054280 on rfg-esource.