Konica C654 - Server Connection Error

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  • GSS1
    • Jun 2025
    #1

    Konica C654 - Server Connection Error

    We have deployed this machine and other machines about 8 months ago. This particular one and 4 others started developing a "Server Connection Error" at random days/times.

    So far, we've:

    1. Called Konica and requested a firmware upgrade, which we recieved. We are now running GS9-65, and GS9-68 in some locations.

    2. Looked at the logs, we can see "NG" where it fails and "OK" when it succeeds. I can definitly see it fails to send some faxes electronically to a mailbox over the weekends.

    3. Checked the authentication username/password. The password is set to never change in Active Directory. All the settings remain the same. The device has a static IP address. (Any services that are not needed are disabled: IPX/SPX, AppleTalk, WebDAV, Bonjour)

    4. Checked out all other settings. Restarted the device god knows how many times.

    5. Replaced the network cable from the device to the wall.

    * We thought it may be due to the size of the file the user is trying to scan, although I was able to scan a 67 page document via Compact PDF, but then when I tried to scan a single page, it failed.

    It takes 6 hops to get from the Konica MFD to our Exchange Server (it's remote), and this particular site it took 372 ms, as opposed to about half of that in another site.

    The only thing I can think of right now is the connection timeout settings.

    I've been spending a lot of time on this machine, trying to come up with a logical explanation why it keeps giving out this error at random time.

    Any help is appreciated.
    Tags: None
    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 22990
      #2
      Re: Konica C654 - Server Connection Error

      Originally posted by GSS1
      We have deployed this machine and other machines about 8 months ago. This particular one and 4 others started developing a "Server Connection Error" at random days/times...
      Four different machines have the same problem at the same time, and you're blaming the machines?

      Originally posted by GSS1
      ... 1. Called Konica and requested a firmware upgrade, which we recieved. We are now running GS9-65, and GS9-68 in some locations. ...
      Most copier manufactures blame firmware, usually for no good reason. I'm not surprised that it was suggested, and that it didn't help.

      Originally posted by GSS1
      ... 3. Checked the authentication username/password. The password is set to never change in Active Directory. All the settings remain the same. The device has a static IP address. (Any services that are not needed are disabled: IPX/SPX, AppleTalk, WebDAV, Bonjour) ...
      If it works even occasionally it's not any of those settings. Keep in mind that disabling IPV6 is known to disrupt use of IPV4. Don't disable IPV6.

      Originally posted by GSS1
      ... * We thought it may be due to the size of the file the user is trying to scan, although I was able to scan a 67 page document via Compact PDF, but then when I tried to scan a single page, it failed.

      It takes 6 hops to get from the Konica MFD to our Exchange Server (it's remote), and this particular site it took 372 ms, as opposed to about half of that in another site.
      This is telling. I fought with a similar situation in which the customer was scanning to email to a remote free email server. Approximately every other scan went through, but without the attachment. This destination took 88ms to ping.

      My suggestion is to use a local PC as an email relay, and use the PC's IP address as your email destination. So far it's worked perfectly with the exception that this PC is infrequently used, and if it locks up, or if power is lost this PC is forgotten. They call us, and we tell then to reboot their PC.

      Originally posted by GSS1
      ... The only thing I can think of right now is the connection timeout settings. ...
      As slow as it's connecting, I doubt that changing the timeout will help. =^..^=
      Last edited by blackcat4866; 01-22-2013, 01:24 AM.
      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 =^..^=

        Comment

        • Mr Spock
          Vulcan Inventor of Death

          1,000+ Posts
          • Aug 2006
          • 2064
          #3
          Re: Konica C654 - Server Connection Error

          I have a test gmail account and use this to troubleshoot email issues. If there is no issues sending from this account I walk out and tell them to fix the email connection.
          Is there an error code on the detail page?
          And Star Trek was just a tv show...yeah right!

            Comment

            • blackcat4866
              Master Of The Obvious

              Site Contributor
              10,000+ Posts
              • Jul 2007
              • 22990
              #4
              Re: Konica C654 - Server Connection Error

              Originally posted by GSS1
              We have deployed this machine and other machines about 8 months ago. This particular one and 4 others started developing a "Server Connection Error" at random days/times. ...
              Like this? =^..^=
              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 =^..^=

                Comment

                • Chameleon
                  Trusted Tech

                  100+ Posts
                  • Nov 2011
                  • 200
                  #5
                  Re: Konica C654 - Server Connection Error

                  Any services that are not needed are disabled
                  Did you disable the SMB server? There is a setting where the mfp will act as a SMB server, which is independent from the SMB protocol needed for scanning.
                  The only other thing we have seen was a bad HDD causing it to hang while scanning and printing. Started turning off protocols, firmware, etc.... the breakthrough came when once it gave a HDD error. That was the 3rd bad HDD I have seen on those, but the only one with a network issue as well. I would try a logical format (or physical if u have the time) just to see.
                  The chance that higher life forms might have emerged in this way is comparable to the chance that a tornado sweeping through a junkyard might assemble a Boeing 747 from the materials therein. -Fred Hoyle

                    Comment

                    • TheOwl
                      Service Manager

                      Site Contributor
                      1,000+ Posts
                      • Nov 2008
                      • 1732
                      #6
                      Re: Konica C654 - Server Connection Error

                      Are all the machines part of a WAN or are you using a hosted Exchange?

                      Does your Exchange server have a fair ammount of resources allocated to it?

                      Try using the below document to allow SMTP Relaying without Authentication from your Copiers only.

                      Email with Exchange 2010.pdf
                      Please don't ask me for firmware or service manuals as refusal often offends.

                        Comment

                        • Mr Spock
                          Vulcan Inventor of Death

                          1,000+ Posts
                          • Aug 2006
                          • 2064
                          #7
                          Re: Konica C654 - Server Connection Error

                          Originally posted by blackcat4866
                          Like this? =^..^=
                          Below that is a box that, on the job detail screen, has a code in it. Usually 4105 (which means anything could be wrong)
                          And Star Trek was just a tv show...yeah right!

                            Comment

                            • GSS1
                              #8
                              Re: Konica C654 - Server Connection Error

                              Originally posted by blackcat4866
                              Four different machines have the same problem at the same time, and you're blaming the machines?



                              Most copier manufactures blame firmware, usually for no good reason. I'm not surprised that it was suggested, and that it didn't help.



                              If it works even occasionally it's not any of those settings. Keep in mind that disabling IPV6 is known to disrupt use of IPV4. Don't disable IPV6.



                              This is telling. I fought with a similar situation in which the customer was scanning to email to a remote free email server. Approximately every other scan went through, but without the attachment. This destination took 88ms to ping.

                              My suggestion is to use a local PC as an email relay, and use the PC's IP address as your email destination. So far it's worked perfectly with the exception that this PC is infrequently used, and if it locks up, or if power is lost this PC is forgotten. They call us, and we tell then to reboot their PC.



                              As slow as it's connecting, I doubt that changing the timeout will help. =^..^=
                              Thank you for all the suggestions. This is very helpful, and no, not blaming anything nor anyone, that is just a waste of time. My goal is to fix it.

                                Comment

                                • GSS1
                                  #9
                                  Re: Konica C654 - Server Connection Error

                                  Originally posted by TheOwl
                                  Are all the machines part of a WAN or are you using a hosted Exchange?

                                  Does your Exchange server have a fair ammount of resources allocated to it?

                                  Try using the below document to allow SMTP Relaying without Authentication from your Copiers only.

                                  [ATTACH]19041[/ATTACH]
                                  WAN.

                                  Not sure what kind of resources it has.

                                    Comment

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