Couple problems with C652's

[Albonline]

"How would you like it if your car was stalling all the time and your mechanic told you to leave it parked in the garage and never drive it and see if it has any problems?"

Nice ;-)

but in the meantime you neglected to tell the mechanic that you are trying to run the car on kerosene.

[SmellsHot]

Hey "Albonline" did you ever get a phone call from these technicians like you posted earlier? Just wondering if you have been contacted to check it out or not. The more I hear, the more it sounds like a network issue......

[BigDaveE]

First off - I really do appreicate any and all help and the suggestions people are giving.

Second, I've already given the details in my very first post that you are asking for, but I'll repeat:

When they lock they are completely unresponsive - the buttons on the unit do nothing but beep - even the soft power off button does nothing.
When they lock you can NOT access the web interface (by going to the ip address in a web browser). It never loads anything. But they do respond to ping.

I'm the IT Manager and I know what applications our users are printing from. What I meant is that it's impossible for us to know what is "in" all their print jobs, they print from excel but I don't know what is "in" every excel print job.

They all print through one print server (Windows 2008 x64 with the latest driver) - there are no local pc connections.

Standard apps like MS Office, Lotus Notes, Adobe Acrobat, Internet Explorer. Nothing fancy.

As far as print queue's... sometimes nothing is in the print queue when they lock. Sometimes a basic MS word file or something or other. But as soon as we do a hard power down and it comes back up, what's in the queue prints out fine. they've never locked immediately back-to-back with the same print job.

It's hard for me to take that I'm not letting techs go through their process because you have no idea how many hours they've been on-site and how many different things they've tried or had me try... It's been ove rfour months of them doing their process...

Wow, This post is generating some excitment isnt it. First thought is that you are already admitting that it is something specific to YOUR environmenet, but you are not letting the techs run through the process. Second the comment of who knows how many applications and sources??? Your IT dept should pretty much know this. Also when it "locks up" Is the machine completly unresponsive, or does it just quit outputting? Can it be accessed via PSWC? What is in the print que at the time? You are quick to ask for advice, but then quicker to shoot everyone down, without giving a hole lot of details.

[BigDaveE]

This isn't fair... I've talked to you on the phone multiple times now, you're office is about a quarter mile away, and you're more than welcome to stop by anytime and point out what is unique or different about our environment, network, setup, w/e, that you think we're doing so incorrectly to make the systems lock. We've had dozens of HP printers and two Canon imagerunners in the same exact network environment, receiving and printer the same type of print jobs from the same applications and we had no problems.

but in the meantime you neglected to tell the mechanic that you are trying to run the car on kerosene.

[Mr Spock]

First I am not trying to add fuel to the fire but offer another suggestion. There is a bulletin that describes how to capture the system logs. These may help the ssd helpdesk determine the issue. The bulletin number is TAUS1000300EN00. I do not know if this will help in this instance but it may be worth a shot. They (service provider) does have an open ticket with ssd I hope.

[pepper38_cnd]

Try disabling the Auto Acquire in the driver once the machine is set up what is the purpose of constantly checking the configuration? It's not going to change. Disable "Direct SMB Hosting" as this creates a lot of unnecessary network traffic, and disable sleep mode. The other thing I would try if possible, remove the fax from one machine for a day and see if the lockups stop on that machine. If that doesn't work get Konica Minolta tech support on site along with the Dealer rep and directly involved I'm sure there must be an open ticket on this.

[BigDaveE]

All of these have been done already... I'm still running one of the machines with no fax boards attached... They do not aquire settings automatically anymore.. Direct SMB Hosting is disabled.

These were suggested already and honestly I've been trying everything suggested in this thread...

Thanks for trying to help though. I appreciate it.

Try disabling the Auto Acquire in the driver once the machine is set up what is the purpose of constantly checking the configuration? It's not going to change. Disable "Direct SMB Hosting" as this creates a lot of unnecessary network traffic, and disable sleep mode. The other thing I would try if possible, remove the fax from one machine for a day and see if the lockups stop on that machine. If that doesn't work get Konica Minolta tech support on site along with the Dealer rep and directly involved I'm sure there must be an open ticket on this.

[BIG PAPA]

Ok. dont think this has been answered. Konica Minolta Tech Support has been onsite? So by that you mean the DSM? Or the regional color specalist? What did they say? You mentioned the fact of having used HP's before, did ALL the HP software get uninstalled? Have seen where HP(as well as other vendors) used port monitoring software. Sometimes this has been known to interfere with other devices. Just a thought, I know it would be some work but have you tried changing the IP addresses? maybe to a different network segment? When they go unresponsive, and I know it sounds basic but please humor me, unplug the network cable and try pinging again. You said they do respond to ping but you cant access them, could it be possible something else has been installed that is trying to take the IP address?

[RRodgers]

We had 4 650's lock up when they all had the finger reader on them. We ended up pulling those. No more problems. But I take it you don't have those installed.

[BigDaveE]

Just a few techs from Albon - the company we bought them through - have been onsite (many times). Albononline (who has posted a few times in this thread) works there, although he personally has not been onsite.
They say they have the case opened and have talked to KM techs directly but I have no way to verify that (nor any reason to think they haven't).

Multiple times it has locked up WHILE the techs were onsite and all of them have seen it happen right in front of them.

We didn't run any HP (or canon) printer software... It was just standard print server output.

And yes, I have done a complete reload from scratch on my Windows print server.

I have tried connecting them to different network switches (as recommended in a post on this thread). I guess I can try putting them in a different vlan / subnet (and therefore ip address). Might configure that this weekend.

I have verified that they don't have duplicate IP's (first I verified by just unplugging them and making sure nothing responded to ping - then I double-checked by doing an IT audit to account for all network devices & ip's).

Thanks for suggestions...

Ok. dont think this has been answered. Konica Minolta Tech Support has been onsite? So by that you mean the DSM? Or the regional color specalist? What did they say? You mentioned the fact of having used HP's before, did ALL the HP software get uninstalled? Have seen where HP(as well as other vendors) used port monitoring software. Sometimes this has been known to interfere with other devices. Just a thought, I know it would be some work but have you tried changing the IP addresses? maybe to a different network segment? When they go unresponsive, and I know it sounds basic but please humor me, unplug the network cable and try pinging again. You said they do respond to ping but you cant access them, could it be possible something else has been installed that is trying to take the IP address?

[BigDaveE]

We had 4 650's lock up when they all had the finger reader on them. We ended up pulling those. No more problems. But I take it you don't have those installed.

Nope, no fingerprint readers...