[Misc] New Konica C550i freezing and rebooting

[jcpearce2005]

I decided to upgrade the workhorse C554e which clocked a million with a new C550i and there has been a host of problems the dealer cannot figure out. I am glad I have not yet paid them, we agreed one week without issues and I will submit payment but we have yet to go 2-3 days. Occasionally the machine freezes with no user input allowed and occasionally it just reboots. The tech's handwaved and said it must be power spikes (even though it has a proven UPS with AVR and surge) and I had the building electrician come in and test, no surprise, no spikes (same circuit the C554e was on for 8 years).

Any ideas what the tech's could be missing? It seem like they have replaced every component known.

And as importantly is there any way for me to get low level access (ideally with a ssh connection to the linux core) to the machine? I am familiar with the linux kernel and I am sure there are some logs somewhere saying a file system fault, etc.. is being found. If not this level of detailed access can I get into the service mode on the console and if so, how? I am paying for the machine out right, so it is not a loaner, or owned by the company selling it to me.

Any advice is appreciated.
Cheers

[elmaligno]

Re: New Konica C550i freezing and rebooting

I decided to upgrade the workhorse C554e which clocked a million with a new C550i and there has been a host of problems the dealer cannot figure out. I am glad I have not yet paid them, we agreed one week without issues and I will submit payment but we have yet to go 2-3 days. Occasionally the machine freezes with no user input allowed and occasionally it just reboots. The tech's handwaved and said it must be power spikes (even though it has a proven UPS with AVR and surge) and I had the building electrician come in and test, no surprise, no spikes (same circuit the C554e was on for 8 years).

Any ideas what the tech's could be missing? It seem like they have replaced every component known.

And as importantly is there any way for me to get low level access (ideally with a ssh connection to the linux core) to the machine? I am familiar with the linux kernel and I am sure there are some logs somewhere saying a file system fault, etc.. is being found. If not this level of detailed access can I get into the service mode on the console and if so, how? I am paying for the machine out right, so it is not a loaner, or owned by the company selling it to me.

Any advice is appreciated.
Cheers

It is a well known problem, it could be the STRGB (most likely), or the CPU Board.
Field technicians have tools to determine which one is defective.

[Albonline]

Re: New Konica C550i freezing and rebooting

I decided to upgrade the workhorse C554e which clocked a million with a new C550i and there has been a host of problems the dealer cannot figure out. I am glad I have not yet paid them, we agreed one week without issues and I will submit payment but we have yet to go 2-3 days. Occasionally the machine freezes with no user input allowed and occasionally it just reboots. The tech's handwaved and said it must be power spikes (even though it has a proven UPS with AVR and surge) and I had the building electrician come in and test, no surprise, no spikes (same circuit the C554e was on for 8 years).

Any ideas what the tech's could be missing? It seem like they have replaced every component known.

And as importantly is there any way for me to get low level access (ideally with a ssh connection to the linux core) to the machine? I am familiar with the linux kernel and I am sure there are some logs somewhere saying a file system fault, etc.. is being found. If not this level of detailed access can I get into the service mode on the console and if so, how? I am paying for the machine out right, so it is not a loaner, or owned by the company selling it to me.

Any advice is appreciated.
Cheers

as mentioned already the strgbd, (ssd). cpu outside chance , also any mfp licensing errors will act this way.

[copyman]

Re: New Konica C550i freezing and rebooting

I decided to upgrade the workhorse C554e which clocked a million with a new C550i and there has been a host of problems the dealer cannot figure out. I am glad I have not yet paid them, we agreed one week without issues and I will submit payment but we have yet to go 2-3 days. Occasionally the machine freezes with no user input allowed and occasionally it just reboots. The tech's handwaved and said it must be power spikes (even though it has a proven UPS with AVR and surge) and I had the building electrician come in and test, no surprise, no spikes (same circuit the C554e was on for 8 years).

Any ideas what the tech's could be missing? It seem like they have replaced every component known.

And as importantly is there any way for me to get low level access (ideally with a ssh connection to the linux core) to the machine? I am familiar with the linux kernel and I am sure there are some logs somewhere saying a file system fault, etc.. is being found. If not this level of detailed access can I get into the service mode on the console and if so, how? I am paying for the machine out right, so it is not a loaner, or owned by the company selling it to me.

Any advice is appreciated.
Cheers

Just my opinion but I wouldn't want a new machine right out of the box that has had many components replaced. Tell them to bring you another new C550i and unbox & setup at your location.

[Gift]

Re: New Konica C550i freezing and rebooting

Do you have the same issue if you remove the network connection?
Latest FW won't hurt, too.

This is an example that can cause freezing / crashing issues:

MFPs may lock up on a network with a lot of Chromecast Traffic on Ports 8008, 8009 and
8060. The resultant errors codes displayed will be E301 and/or E101. Earlier series MFPs (i.e. 8
Series, etc) are not affected.

Root Cause
iSeries
MFPs utilize the Chromium Browser. Chromium seems to make Chromecast connections by
itself with port 8009. When there is a lot of Chomecast traffic, the MFP NIC is unable to respond to all
the traffic, thus causing a lockup and error codes E301 and, or E101.
Workaround/Fix
Escalated to Konica Minolta Japan:
Escalations System Support has escalated this issue to Engineering in Japan for review and possible
correction. If viewing this solution via the web, please establish a Request (ticket) via the web or by
calling our Contact Support Center (CSC) at 18008255664.
For phone advisors, please attach to this
solution so that an automatic email will be sent to the technician when this solution is updated. End the
call with the call code "Escalated to Japan".
Workarounds:
1. Isolate the Chromecast devices via Network Capture and perform Packet Filtering on the MFPs to
isolate the Chromecast devices.
[Utility]>[
Administrator]>[
Network]>[
TCP/IP Setting]>[
Packet Filtering]
Note: See the User Guide for details on Packet Filtering configuration
2. If possible for the customer to perform, create a "Printer VLAN" where Chromecast traffic on ports
8008, 8009 and 8060 can be filtered out.

[stronghold]

Re: New Konica C550i freezing and rebooting

Any advice is appreciated.

Look on my post LINK.

Be sure to check the BIOS battery and flash it with the latest firmware.

[jcpearce2005]

Re: New Konica C550i freezing and rebooting

It is a well known problem, it could be the STRGB (most likely), or the CPU Board.
Field technicians have tools to determine which one is defective.

Thank you for all the feedback.

I am not sure these technicians are quite up to snuff. On the initial boot it says, "Waiting" for up to 2-4 minutes. I made this observation and the tech said it was trying to get an IP address. I emphatically pointed out this should not be the case because it has a static public address. He gave me a blank stare. One tech said all the computers printing (I have hundreds of clients) had to have the magic packet set to on for it to work. I pointed out this should never be 'Wake on Lan' and use as much power as it wants. Another blanket stare.

The reason it is a public address (and always has been) is some lawyers print briefs from home and then come in after they have been collated, stapled and printed. As the printer is out in the wild I guess I could be getting a storm cast of packets on a chromecast or some port but I highly doubt it (I am not that important a target) and even so the linux kernel can typically handle this with aplomb. I cannot find a way to get lower level diagnostics such as if the SSD was reporting errors.

One other clue, maybe, is they put in a C650i loaner while they were trying to toubleshoot this new machine and my manager reported it had similar issues. Unfortunately I was not around when she reported this, and the office manager is not technically minded so any error may have been lumped into 'the same error'. If so, this would seem to imply either A) A continuous and repeated setup error by the Konica distributor or B) Some network event causing the reboots which would seem odd.

FYI they say they have put the latest firmware on. Independently I ran the diagnostics by holding the soft and hard power buttons this morning and the printer reported no errors on any of the components.

I have given them until Friday to resolve this (but I have little faith) or I will cancel the not yet paid contract and they ARE trying, I'll give them that.

This has been going on for 4 weeks, with quite a bit of my clients being more than a bit upset.

If I finally give up, they are charging me $10k, say a future price range of $10-$17K are there more modern/better options out there? I have been with Konica so long I do not even know what is going on with Canon or Xerox. I seem to remember Xerox being a premium (of course) but I somehow have a hard time seeing Xerox not figuring out an issue in 4 weeks.

Thanks again
Cheers
JP

[tsbservice]

Re: New Konica C550i freezing and rebooting

I decided to upgrade the workhorse C554e which clocked a million with a new C550i and there has been a host of problems the dealer cannot figure out. I am glad I have not yet paid them, we agreed one week without issues and I will submit payment but we have yet to go 2-3 days. Occasionally the machine freezes with no user input allowed and occasionally it just reboots. The tech's handwaved and said it must be power spikes (even though it has a proven UPS with AVR and surge) and I had the building electrician come in and test, no surprise, no spikes (same circuit the C554e was on for 8 years).

Any ideas what the tech's could be missing? It seem like they have replaced every component known.

And as importantly is there any way for me to get low level access (ideally with a ssh connection to the linux core) to the machine? I am familiar with the linux kernel and I am sure there are some logs somewhere saying a file system fault, etc.. is being found. If not this level of detailed access can I get into the service mode on the console and if so, how? I am paying for the machine out right, so it is not a loaner, or owned by the company selling it to me.

Any advice is appreciated.
Cheers

You seem very high end educated enduser which I admit.
There are so much fields left unfilled for such a problem.
Ask them what is exactly changed so far to start with.
Firmware version is important also. Exact one easy to check on machine.
This is complicated issue and you give us a lot of information but we need some more in order to troubleshoot via internet.

[stronghold]

Re: New Konica C550i freezing and rebooting

Hello. Can you find out what version of the hard drive controller is installed in your MFP?

stcont.jpg

[aberock]

Re: New Konica C550i freezing and rebooting

I decided to upgrade the workhorse C554e which clocked a million with a new C550i and there has been a host of problems the dealer cannot figure out. I am glad I have not yet paid them, we agreed one week without issues and I will submit payment but we have yet to go 2-3 days. Occasionally the machine freezes with no user input allowed and occasionally it just reboots. The tech's handwaved and said it must be power spikes (even though it has a proven UPS with AVR and surge) and I had the building electrician come in and test, no surprise, no spikes (same circuit the C554e was on for 8 years).

Any ideas what the tech's could be missing? It seem like they have replaced every component known.

And as importantly is there any way for me to get low level access (ideally with a ssh connection to the linux core) to the machine? I am familiar with the linux kernel and I am sure there are some logs somewhere saying a file system fault, etc.. is being found. If not this level of detailed access can I get into the service mode on the console and if so, how? I am paying for the machine out right, so it is not a loaner, or owned by the company selling it to me.

Any advice is appreciated.
Cheers

I series = incomplete series

[Gift]

Re: New Konica C550i freezing and rebooting

Thank you for all the feedback.
The reason it is a public address (and always has been) is some lawyers print briefs from home and then come in after they have been collated, stapled and printed. As the printer is out in the wild I guess I could be getting a storm cast of packets on a chromecast or some port but I highly doubt it (I am not that important a target) and even so the linux kernel can typically handle this with aplomb. I cannot find a way to get lower level diagnostics such as if the SSD was reporting errors.

One other clue, maybe, is they put in a C650i loaner while they were trying to toubleshoot this new machine and my manager reported it had similar issues. Unfortunately I was not around when she reported this, and the office manager is not technically minded so any error may have been lumped into 'the same error'. If so, this would seem to imply either A) A continuous and repeated setup error by the Konica distributor or B) Some network event causing the reboots which would seem odd.
JP

Well if the loaner (wich has the same controlelr/software design) behaved the same way I'd say this would rule out faulty hardware components. Perhaps it's just designed poorly but to be honest this is not a common issue we're facing on a regular basis. Did you try and use the embedded tools like packet filtering?

Descriptions of Functions / Utility Keys

[mitchl]

Re: New Konica C550i freezing and rebooting

The machine could simply be suffering from Bidennomics and the whole build back better BS, its in DC............. Guys if its rebooting on its own shouldnt it be logging an error code? I wonder if there isnt a few issues and one of them being the toner hopper snafu these fine machines unfortunately have? What is the current FW version? What is being logged code wise in counter mode? One would think that the servicing entity would have installed the latest greatest FW (G00-Q9) but you just never know.

[Ziggy]

Re: New Konica C550i freezing and rebooting

Even if it has the latest firmware the function level also needs to be at latest level. It is also recommended to update the boot rom when updating firmware. Give your tech the attached bulletin.
With that being said since you have a public IP on your machine chances are someone is trying to print a web page or even an email attachment without downloading it first . I have see both cause i-series to do as you have described . I know you said you had the c554 setup the same way but the processor on the i-series is a lot different than the 4 series . So there is a good chance that an i-series may not fit your application.