C751i Papercut wont authenticate

[Ziggy]

I have two C751i's at same account that initially would give a white screen when managed by paper cut. Konica came out with a special firmware GG2-RE that resolved this issue. This was a few months ago. They called back in saying that the machines will fail to authenticate occasionally. when it fails the only way to get it back working is to remove from papercut and re-add it . They said it will work from a few days to a few weeks . My contact for papercut support is saying that papercut has told them that this is a know issue and that papercut is working with Konica Minolta to come up with a fix. He also said that there is a ticket open in Australia that Konica Minolta has sent them a beta firmware for this problem.

Just wondering if anyone has heard of this problem before?

Note to add it does successfully connect to the papercut server , they don't use cards to authenticate, they press the guest login, then select either device function or scan, after that they select the account that they are going to charge the copy/scan to. Its at this point it fails to authenticate .
I tried loading the latest firmware available to me GG3-RE with no luck.

[tsbservice]

We have in EU GC2-RF latest. I don't know if it fixes your problem, probably not but if you want to try it send me an email and I will supply.

[Ziggy]

Just sent my email. I'm going out there later today and call KM support to ask them about putting on this firmware. Thank you

[Woxner]

I was told p8 is the highest firmware to use with papercut. Others cause problems like not connecting

[Ziggy]

I was told p8 is the highest firmware to use with papercut. Others cause problems like not connecting

If you use a card to authenticate then you have to make sure you have the correct LDD for the firmware you have on the machine. Other than that we haven't had any issue with papercut. I think the reason we are having issues with this account is because they are kind of using it like account track, not the typical card authentication.

[Ziggy]

Just an update in case anyone else runs into this.
KM said they have had other cases where papercut was at V23.0.9, which is what this customer has, and they were getting failure to authenticate. They updated papercut to v 24 and it resolved the problem . There is no firmware in the U.S. market yet to address this issue but should be one released soon.
For now the recommendation is to update Papercut to V24.
The don't recommend using firmware from other countries

[Copier Tech Specialist]

Workaround: Try disabling the Auto reset and System auto reset

Admin Settings > System > Reset Settings
Web Browser> Off
image.png

Admin Settings > System > System auto reset
System auto reset> Off

image.png

Copier Tech Specialist

[Ziggy]

Workaround: Try disabling the Auto reset and System auto reset

Admin Settings > System > Reset Settings
Web Browser> Off
image.png

Admin Settings > System > System auto reset
System auto reset> Off

image.png

Copier Tech Specialist

Thank you I will try this if upgrading papercut doesn't work

[dogsbody]

I have had this at several sites. It may even be my escalation they are talking about in Australia. You could log in to the device, you could release prints but try to access copy or scan and you got an authentication error. Older firmware on i series are not affected but more recent are. I was gaslit for months from KM and papercut that there was actually an issue then they told me G00-RF firmware should fix it. That was about a month or so ago and so far so good.

Edit: I did upgrade from 23 to 24 as one of my first steps but the same issues remained until firmware was done.

[Ziggy]

I have had this at several sites. It may even be my escalation they are talking about in Australia. You could log in to the device, you could release prints but try to access copy or scan and you got an authentication error. Older firmware on i series are not affected but more recent are. I was gaslit for months from KM and papercut that there was actually an issue then they told me G00-RF firmware should fix it. That was about a month or so ago and so far so good.

Edit: I did upgrade from 23 to 24 as one of my first steps but the same issues remained until firmware was done.

Thank you for posting this. As of right now G00-RF isn't available in the U.S. But KM has also told me that G00-RF should fix this issue . tsbservice did send me GG2-RF but I haven't heard back from customer since they upgraded papercut to v24. KM said I shouldn't put firmware from another market on this machine but if the customer calls back with this problem I don't think I have any other choice.

[4Toon]

Thank you for posting this. As of right now G00-RF isn't available in the U.S. But KM has also told me that G00-RF should fix this issue . tsbservice did send me GG2-RF but I haven't heard back from customer since they upgraded papercut to v24. KM said I shouldn't put firmware from another market on this machine but if the customer calls back with this problem I don't think I have any other choice.

We are having the same issue, so they are going to version 24. You have had no more issues since upgrading still?

[Ziggy]

We are having the same issue, so they are going to version 24. You have had no more issues since upgrading still?

Since upgrading to V24 the machine is working. I went ahead and updated one of the machines to the latest firmware GC2-RF but the other machine is still running GG2-RE

[copier tech]

Since upgrading to V24 the machine is working. I went ahead and updated one of the machines to the latest firmware GC2-RF but the other machine is still running GG2-RE

Try the latest release GC2-RF

README.pdf

www.printerfirmware.co.uk

[iwallace71]

Hi
had this issue for a while now with customers on V24 papercut so this is not the fix. I did install FW GC2-RF on a few devices yesterday and still had the issue today although i have since removed papercut from the device and re-deployed it ( not sure if this needed to be done after updating ). Ill let you know if the issue still exists.

i do have an open ticket with KM who did ask me to install GC2-RF but im not convinced.

another strange thing with this issue is other users can still log into a device with the issue, once a certain user is affected, they cannot log in again until papercut is removed and re-added so it is definitely some sort of cache issue on the device.