[Misc] C35 boot failure only when network cable connected

[TheBlueOrleans]

Greetings, all.

I have 7 Bizhub C35s in 3 different buildings with the exact same problem, when rebooted with the network cable attached to the machine it will not get past the KM logo screen.
Disconnecting the network cable and rebooting the machine will have it boot normally, all the way to the copy screen (or user access screen, depending on location). Once the machine is up I reconnect the network cable and the machine pulls its proper IP address from the server via DHCP, and users can then print as normal.

I've had on-site IT working on this since 16 March, no results as of yet. Figured I'd ask here.

All of these C35s are on the same two print servers, (don't ask, they won't tell me,) and the hardware is confirmed not to be at fault, per a senior technician.
Have upgraded firmware to latest, replaced MFPB on one (figured the port might be bad), problem remained, so I got the IT guys involved immediately after that. Crossover connection with laptop allows pinging of IP and connection via PSM, and once the disconnect-boot-reconnect workaround is performed, allows connection via PSM from network PC.

I'm fresh out of ideas. The workaround gets them up and running, but it's not a fix.

Thoughts?

[Synthohol]

Re: C35 boot failure only when network cable connected

can you try giving it a static addy and see if it still happens?
did you try flashing the latest firmware for printer and controller?

[TheBlueOrleans]

Re: C35 boot failure only when network cable connected

can you try giving it a static addy and see if it still happens?
did you try flashing the latest firmware for printer and controller?

Set the required IP (so they might still be able to print to it) to static after flashing latest P & C firmware, prior to swapping MFPB.

Im not getting any input from the on-site IT team, but they did confirm that if the boot sequence works without the network cable connected that it's not the hardware.
I'm just not really sure where this is going to lead; either a network reconfiguration or replacement of several machines.

[Synthohol]

Re: C35 boot failure only when network cable connected

see if you can set the network speed to 100mb simplex, if there is an auto-negotiating switch on the network the C35 is auto-negotiating as well, i wonder if it just gets confused as to what speed to accept.
ive seen it happen on other models, thats why i suggest it to try at least.

[TheBlueOrleans]

Re: C35 boot failure only when network cable connected

I am not allowed to alter network speeds with this particular customer, if that change is to be made it must be done by their IT. They're really protective of their network (and for good reason, this is a medical facility).
Current speed setting on all networked machines across the board is 100/1000 Mbps and once the boot sequence completes and I reconnect the machine to the network there are no issues. The problem is "something [they've] recently done to their network may be causing the machine to attempt to pull firmware upon boot." That's the best guess they've given me, although I do not know if a C35 will automatically attempt to pull firmware from a network connection without direct prompting. Typically we upgrade firmware in service mode only, via USB or, failing that, direct connection via laptop.

I mainly wondered if anyone else had had a similar issue with this model.
If it gets resolved (some-crazy-how) I will look into removing this thread, since from my side of the repair process this seems to be a nonissue.

[mo0651]

Re: C35 boot failure only when network cable connected

Change the speed on one machine... I think the setting is under the ADMIN11 I'm sure they will let one be tested.

[Synthohol]

Re: C35 boot failure only when network cable connected

Yes changing the C35 metwork speed wont affect their network in the least.

[allan]

Re: C35 boot failure only when network cable connected

Ask them if they changed the network switches. Had this before and it was the network hardware.

[jrf]

Re: C35 boot failure only when network cable connected

Try a small network switch between the machine and their network. This has got me out of trouble more then once

[Gift]

Re: C35 boot failure only when network cable connected

I suppose nothing is wrong if you reboot the machine while hooked up to your notebook via crossover lan cable? In this case I'd say it's not a problem of the C35 but the customers network. Won't help if the customers react restrictive and non-coorperative to your suggestions if YOU try to help to fix THEIR network issues. Set up a fix network speed (machine wise) is a good attempt.

[vapesenberg]

Re: C35 boot failure only when network cable connected

Packet capture will tell you everything you need to know. If the customer is uncooperative and will not allow that then kindly explain to them that this is Their problem and they need to have Their IT address it. The End.

Sent from my SM-N900V using Tapatalk

[TheBlueOrleans]

Re: C35 boot failure only when network cable connected

I appreciate all the feedback.
While on the phone with the IT helpdesk I confirmed their stated requirement of network speed settings of 100/1000 and did not change it.
If I boot the machine whilst connected to it via my laptop it boots normally. Another indication that the network was the direct cause of the issue and not the hardware. I have had a work order open with on-site IT since 3-16-16 with no mention of light at the end of the tunnel. The ball is in their court, I just wanted to ask here if this had been a known issue with anyone else.

Thank you all.

[TheBlueOrleans]

A funny thing happened on the way to the CTN forum...

So guess what?

Got another one with the identical issue as the others.
From what I was told the IT folks made some network changes (they fail to disclose specifics, "trade secrets" or some such BS,) to the seven machines this happened to previously, and I haven't heard word one about any of them since.
This morning another C35 got called in for "stuck at logo screen/down/ASAP/ETA". Ran the same workaround tests as before, confirmed the machine boots normally when not connected to the network and fax line. Called I.S., opened ticket, went and spoke to the person assigned the ticket, conversed with multiple people in the room on the same IT team, stumped everybody. Told them I'd bring it up here (didn't mention I already had previously).

Funny thing is, this only happens after we have inclement weather, but it doesn't happen every time we have a storm.

None of these C35s with this issue were or are plugged into power filters, by specification of the account. Per my manager, they all should be, but the sheer amount of C35s in this place would rate a prohibitive cost to add power filters to them all. I will bring it up with them and see what they want to do, (I'm guessing the response would be something along the lines of: "If the power filters will prevent this from happening again, sure, but if we don't confirm that's the cause, forget it.")

No, network speed hasn't been changed. IT told me before that the auto-negotiation shouldn't affect this, that it's likely the network attempting to force an automatic firmware update via the network cable, which the machine does not like. (there may be a setting I'm missing that will allow the C35 to check for updates via the network cable, and not finding any (since they don't have it on the network, I have it on USB) might allow the machine to continue the boot process unhindered, but I don't know.)

Any ideas?

[Gift]

Re: C35 boot failure only when network cable connected

Any ideas?

None new

I think that kind of customer will try and charge you if that power filter idea won't work