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

[slimslob]

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.

[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.

[mjunkaged]

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.

[tsbservice]

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!

[slimslob]

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.

[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.

[Hart]

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.

[mjunkaged]

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.

[blackcat4866]

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.

[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.