Bizhub C454e Ethernet crash caused by network hardware cannot ping or print

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  • mjunkaged
    Trusted Tech

    250+ Posts
    • Feb 2009
    • 376
    #1

    Bizhub C454e Ethernet crash caused by network hardware cannot ping or print

    Customer reported issue where network menu in copier admin was missing and machine was constantly trying to initialize scan/print functions never stopped with blinking orange light. I arrived, managed to recover the network functionality by removing from network during reset. Changing IP address did not solve, so it's not a specific IP block in firewall, etc. They had NO password for web admin so maybe it's compromised in the machine somehow but appears to function normally now - just not on their network. Advised customer to try direct laptop connection/ping/print test.
    Cannot ping from command prompt on their current network, (no RX) and cannot auto-obtain network info (no TX - from bizhub) with IPv6 or 4 dhcp set on, or with manual IP. VERY complex and busy network with many workstations (pc+mac) and many more connected live cameras, etc. AND phone system. Modem and Phone system from Comcast Business. Any ideas? Customer still cannot print or scan and copier still cannot obtain info from queries. DHCP causes the "i'm not connected' default IP.
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    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 22688
      #2
      Originally posted by mjunkaged
      Customer reported issue where network menu in copier admin was missing and machine was constantly trying to initialize scan/print functions never stopped with blinking orange light. I arrived, managed to recover the network functionality by removing from network during reset. Changing IP address did not solve, so it's not a specific IP block in firewall, etc. They had NO password for web admin so maybe it's compromised in the machine somehow but appears to function normally now - just not on their network. Advised customer to try direct laptop connection/ping/print test.
      Cannot ping from command prompt on their current network, (no RX) and cannot auto-obtain network info (no TX - from bizhub) with IPv6 or 4 dhcp set on, or with manual IP. VERY complex and busy network with many workstations (pc+mac) and many more connected live cameras, etc. AND phone system. Modem and Phone system from Comcast Business. Any ideas? Customer still cannot print or scan and copier still cannot obtain info from queries. DHCP causes the "i'm not connected' default IP.
      Advised customer to try direct laptop connection/ping/print test.

      This is the first thing that I would have done. I would also try connecting my laptop at that network connection to see if it will pick up a DHCP IP address.

      If you'd like a serious answer to your request:
      1) demonstrate that you've read the manual
      2) demonstrate that you made some attempt to fix it.
      3) if you're going to ask about jams include the jam code.
      4) if you're going to ask about an error code include the error code.
      5) You are the person onsite. Only you can make observations.

      blackcat: Master Of The Obvious =^..^=
        👍 2

        Comment

        • mjunkaged
          Trusted Tech

          250+ Posts
          • Feb 2009
          • 376
          #3
          I'm told that it may be a corrupt print job on one of the numerous macs or pc's, left them a message about that as well. The Bizhub does the same thing more or less when it does a DHCP query, which I did 2 to 3 times.

            Comment

            • Hart
              Trusted Tech

              100+ Posts
              • Feb 2024
              • 222
              #4
              Ethernet port of the customer could be defective, I had a copier that was freezing a lot, the ethernet port on the wall was the fault.

                Comment

                • mjunkaged
                  Trusted Tech

                  250+ Posts
                  • Feb 2009
                  • 376
                  #5
                  Good call, if they rule out all else I'll suggest it. He did plug the wall jack's cable at the switch into a fresh empty port, so he ruled out the port at least.He also tried a test cable from wall jack to copier in case the other one broke.

                    Comment

                    • slimslob
                      Retired

                      Site Contributor
                      25,000+ Posts
                      • May 2013
                      • 35022
                      #6
                      Originally posted by mjunkaged
                      Good call, if they rule out all else I'll suggest it. He did plug the wall jack's cable at the switch into a fresh empty port, so he ruled out the port at least.He also tried a test cable from wall jack to copier in case the other one broke.
                      Did he try a plugging a computer into that wall jack? I have had cables from the switch to the wall jack go bad.
                        👍 1

                        Comment

                        • tsbservice
                          Field tech

                          Site Contributor
                          5,000+ Posts
                          • May 2007
                          • 7625
                          #7
                          Originally posted by blackcat4866

                          Advised customer to try direct laptop connection/ping/print test.

                          This is the first thing that I would have done. I would also try connecting my laptop at that network connection to see if it will pick up a DHCP IP address.
                          THIS!
                          A tree is known by its fruit, a man by his deeds. A good deed is never lost, he who sows courtesy, reaps friendship, and he who plants kindness gathers love.
                          Blessed are they who can laugh at themselves, for they shall never cease to be amused.

                            Comment

                            • mjunkaged
                              Trusted Tech

                              250+ Posts
                              • Feb 2009
                              • 376
                              #8
                              They swear they already tried directly from switch to copier with their test cable. Could be a bad cable, looked kind of ratty!
                              I'm not going to drive back down to them with my own good cable and lappie unless they want to pay me for a 2nd visit.

                                Comment

                                • blackcat4866
                                  Master Of The Obvious

                                  Site Contributor
                                  10,000+ Posts
                                  • Jul 2007
                                  • 22688
                                  #9
                                  You are very trusting. If it was their IT person that said these words, I'd set the odds at 40% that they actually got out of their office chair at all. If it was a non-technical person I'd put those same odds at <25%.

                                  Sometimes they don't lie to me. They are just too embarrassed to admit they don't know what I'm talking about, and cannot admit it.
                                  If you'd like a serious answer to your request:
                                  1) demonstrate that you've read the manual
                                  2) demonstrate that you made some attempt to fix it.
                                  3) if you're going to ask about jams include the jam code.
                                  4) if you're going to ask about an error code include the error code.
                                  5) You are the person onsite. Only you can make observations.

                                  blackcat: Master Of The Obvious =^..^=
                                    👍 1

                                    Comment

                                    • slimslob
                                      Retired

                                      Site Contributor
                                      25,000+ Posts
                                      • May 2013
                                      • 35022
                                      #10
                                      Originally posted by blackcat4866
                                      You are very trusting. If it was their IT person that said these words, I'd set the odds at 40% that they actually got out of their office chair at all. If it was a non-technical person I'd put those same odds at <25%.

                                      Sometimes they don't lie to me. They are just too embarrassed to admit they don't know what I'm talking about, and cannot admit it.
                                      I got a call just after lunch from the local office of a oilfield services company that some of the people in one building were not able to print. It only took me checking one of the stations that were not able to print to realize that the DHCP was down. I asked the receptionist to have the local IT person to call me. She called me back that he said he was too busy swapping out switches and routers trying to fix a problem with internet access, he had been doing so since he got to work at 8AM. She also had called the corporate IT in Seattle because he called me. After I told him what I had found he Remoted in to the server that was handling DHCP and restarted the service.
                                        😀 2

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