Bizhub C659 / C258 Panel Freeze

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  • Gift
    Service Manager

    1,000+ Posts
    • Mar 2011
    • 2444
    #1

    Bizhub C659 / C258 Panel Freeze

    Hi, I do have a customer using a pretty brand new C659 (~3 month) and have an issue that the machine/operation panel "freezes" about one time in one or two weeks. It doesn't stuck displaying the loading bars so you see the copy or scan window. In this state you need to turn the machine off and on (confirmed by my tech who was able to see it live). Unfortunately this phenomenon is not really reproduceable after turning the machine off/on. So far we swapped the panel -> no luck and asked the customer to pull the network cable when the machine freezes -> no luck.

    Funny thing is that the customer is also using a C258 in a different department. It's users also reportet the same issue occured on that MFP and one of my other techs
    told me he had seen it once while working on a C458 of a different customer.

    KM suggested to replace the HDD but I'm not convinced that two (new) machines suffer from bad HDDs the same time.

    What do you guys think?
    Tags: customer, issue, panel
    • copier tech
      Field Supervisor

      5,000+ Posts
      • Jan 2014
      • 8103
      #2
      Re: Bizhub C659 / C258 Panel Freeze

      Originally posted by Gift
      Hi, I do have a customer using a pretty brand new C659 (~3 month) and have an issue that the machine/operation panel "freezes" about one time in one or two weeks. It doesn't stuck displaying the loading bars so you see the copy or scan window. In this state you need to turn the machine off and on (confirmed by my tech who was able to see it live). Unfortunately this phenomenon is not really reproduceable after turning the machine off/on. So far we swapped the panel -> no luck and asked the customer to pull the network cable when the machine freezes -> no luck.

      Funny thing is that the customer is also using a C258 in a different department. It's users also reportet the same issue occured on that MFP and one of my other techs
      told me he had seen it once while working on a C458 of a different customer.

      KM suggested to replace the HDD but I'm not convinced that two (new) machines suffer from bad HDDs the same time.

      What do you guys think?
      Being such a new model I expect there will be a firmware fix, sounds like a bug.
      Let us eat, drink, and be merry, because tomorrow we may die!

      For all your firmware & service manual needs please visit us at:

      www.copierfirmware.co.uk - www.printerfirmware.co.uk
      ​

        Comment

        • REGSIS
          Trusted Tech

          250+ Posts
          • May 2016
          • 434
          #3
          Re: Bizhub C659 / C258 Panel Freeze

          Originally posted by Gift
          What do you guys think?
          I think It's a network related problem. I had that before.
          In case of 8 or 16 port ethernet switches try to replace it (them).

          In case of bigger one IT guys can solve the issue for you customer.

          In my case copiers were receiving many out of order packets, that's all that was seen on wireshark.

          For temporary measure I connect the machine via USB on 1 PC and share it over the network.

          Once IT guy sorted it out, machines never freeze again on network.

          P.S. Updating machine to latest or some special FW might help to eliminate the cause of the problem.

            Comment

            • Gift
              Service Manager

              1,000+ Posts
              • Mar 2011
              • 2444
              #4
              Re: Bizhub C659 / C258 Panel Freeze

              Got some new input - it's probably a firmware issue introduced with g00-u8

                Comment

                • copier tech
                  Field Supervisor

                  5,000+ Posts
                  • Jan 2014
                  • 8103
                  #5
                  Re: Bizhub C659 / C258 Panel Freeze

                  Originally posted by Gift
                  Got some new input - it's probably a firmware issue introduced with g00-u8
                  Update fw every visit to prevent future issues!
                  Let us eat, drink, and be merry, because tomorrow we may die!

                  For all your firmware & service manual needs please visit us at:

                  www.copierfirmware.co.uk - www.printerfirmware.co.uk
                  ​

                    Comment

                    • Gift
                      Service Manager

                      1,000+ Posts
                      • Mar 2011
                      • 2444
                      #6
                      Re: Bizhub C659 / C258 Panel Freeze

                      Originally posted by copier tech
                      Update fw every visit to prevent future issues!
                      We handle it that way, too. Unfortunately this error was introduced (not fixed) with a new firmware (but does affect a little percentage of the MFP's in certain enviroments) so sometimes you don't prevent but cause issues^^

                        Comment

                        • tsbservice
                          Field tech

                          Site Contributor
                          5,000+ Posts
                          • May 2007
                          • 7911
                          #7
                          Re: Bizhub C659 / C258 Panel Freeze

                          Originally posted by Gift
                          We handle it that way, too. Unfortunately this error was introduced (not fixed) with a new firmware (but does affect a little percentage of the MFP's in certain enviroments) so sometimes you don't prevent but cause issues^^
                          Just because of that it's good practice to go latest FW - 1 version.
                          If you do it preventive, there will be small chance to screw up something, imho.
                          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

                            • Gift
                              Service Manager

                              1,000+ Posts
                              • Mar 2011
                              • 2444
                              #8
                              Re: Bizhub C659 / C258 Panel Freeze

                              Originally posted by tsbservice
                              Just because of that it's good practice to go latest FW - 1 version.
                              If you do it preventive, there will be small chance to screw up something, imho.
                              Might be true but usually there are no major issues with mass production fw releases since these has been tested thanks to the maintanance releases or special fw (wich improvements mostly went into the next mass production fw). Can't recall that we had any update-caused bug until this one (not considering issues with update procedures itself^^)

                                Comment

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