Control panel oddity on e5005AC

[arnh79]

Intermittently the control panel will display this:

Screen.png

Sorry for crappy screen grab, struggling to get something that the forum will let me upload. The pic is the top center to right side of panel. I haven't seen it in person but the customer took a pic of it for me. They say the only way to get past it is to reboot the copier. In the top right the Settings, Info, and Help button are partially visible. If you select one of those icons it bring up the appropriate screen which looks normal, but once you exit it returns to the white screen with the blue bar along the top. I have latest f/w and have replaced the control panel, but it still happens. I'm starting to wonder if this is a lock-out screen of some sort, perhaps for user authentication that has somehow been enabled? Anybody seen this before?

My next step is to back up customer info and factory reset the machine. All they have is scan-to-email and dept codes that would need to be restored.

[blackcat4866]

The small icon for a user seems to indicate that the machine is trying to authenticate (locally or across a network) and is unable to complete the task. We'd see something like this often enough at a customer using PaperCut across a crappy network. It might take (4) attempts to complete a login. =^..^=

[arnh79]

The small icon for a user seems to indicate that the machine is trying to authenticate (locally or across a network) and is unable to complete the task. We'd see something like this often enough at a customer using PaperCut across a crappy network. It might take (4) attempts to complete a login. =^..^=

Thanks for your reply, blackcat4866. That confirms my suspicions that the issue is software related and not electrical. They don't have anything extra like PaperCut loaded on the machine but I'm wondering if a user turned on a setting or something has gotten corrupted in the OS. I think a factory reset is best option. I'll post back with results when I get them.

[blackcat4866]

Were you able to resolve this issue? =^..^=

[arnh79]

Were you able to resolve this issue? =^..^=

I performed a memory clear and manually entered all the customer data back in. So far it's been working, but the problem was intermittent. Also, it's in a school so the machine isn't being used much right now. I'll feel better if I haven't seen the issue recur by halfway through September. I'll update if I hear anything.