C3351 stuck on initalising

[hmmm1989]

So this is a bit of a vague one based on the information the customer has sent me. The email states the device is 'saying initialising and won't allow us to do anything'. They've restarted it which they say normally works, but now it is not.

I'm on my own at the moment and can't contact my boss or the other engineer so I'm wondering where you would start when investigating an issue like this. Any suggestions would be greatly appreciated. Thanks in advance.

[techsxge]

Re: C3351 stuck on initalising

So this is a bit of a vague one based on the information the customer has sent me. The email states the device is 'saying initialising and won't allow us to do anything'. They've restarted it which they say normally works, but now it is not.

I'm on my own at the moment and can't contact my boss or the other engineer so I'm wondering where you would start when investigating an issue like this. Any suggestions would be greatly appreciated. Thanks in advance.

Ask them to unplug the machine from the power outlet, wait 15 minutes and then plug it back in. IF that doesnt work, arm with fresh firmware usb thumb drive and make a visit.
If that does not work, try to uninstall the HDD via Service Mode.

[copier tech]

Re: C3351 stuck on initalising

So this is a bit of a vague one based on the information the customer has sent me. The email states the device is 'saying initialising and won't allow us to do anything'. They've restarted it which they say normally works, but now it is not.

I'm on my own at the moment and can't contact my boss or the other engineer so I'm wondering where you would start when investigating an issue like this. Any suggestions would be greatly appreciated. Thanks in advance.

Before replacing any parts I would start by updating the firmware & see if the device will boot up without the HDD connected.

[hmmm1989]

Re: C3351 stuck on initalising

Thanks both of you, I really appreciate your time getting back to me. I'll follow your suggestions of trying to update the firmware, then if that doesn't work disabling the HDD via service mode to see if it boots up. If it does boot up without it I'm assuming it'll be a case of having to swap the HDD.

[techsxge]

Re: C3351 stuck on initalising

Thanks both of you, I really appreciate your time getting back to me. I'll follow your suggestions of trying to update the firmware, then if that doesn't work disabling the HDD via service mode to see if it boots up. If it does boot up without it I'm assuming it'll be a case of having to swap the HDD.

First it is worth to actually check the cable connected to the hdd. Maybe it got lose over time.