2 Bizhub 454e machines Responding to Pings but can't print/scan

[Guest]

We have 2 Bizhub 454e's in our network and it seems like every Saturday morning people report they can't print to these two machines. We then diagnose it the same way, it CAN be pinged successfully on both machines but we can't print or scan to it, we can't access the web interface, and our print server says it offline as well.

We have the latest firmware on both machines and we have removed the setting of letting it go to sleep to rule that out as well. We have an AS400 based ERP system that prints to both of these printers for reports, the AS400 reboots everyday on Saturday morning at 2am. This is the only thing I could think of that happens early Saturday morning. It seems like when these 2 machines have issues, there can be other network related issues, but for the majority it's largely just these 2 454 printers.

Also - when this happens, after we reboot each machine, both 454e printers just sit flashing and orange light on controller screen and the screen menu bar keeps flashing between "Preparing User Box" and "Preparing Scan/Fax".

I have ran scans to make sure there are no duplicate IP addresses or hostnames on our network. This issue clears itself sometimes from a reboot and sometimes without a reboot. It's hard to tell what exactly could be causing this and it's also hard to tell what the actual resolution is each time.

This has been a very frustrating issue with these printers, anyone else experience this before?

[blackcat4866]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

Are your endusers using Account Tracking Password Only? At the current J6 version of the firmware there remains a problem of the machine experiencing logic lockups anywhere from once a week to 3 times a day. The machine becomes unresponsive to the keyboard or printing, or the web interface. As of today, the only workaround I know of is to shut off the Account Tracking, or changing the setting to Username and Password.
=^..^=

[allan]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

I wonder what would trigger that?

Check to see if there is no schedule setup on the machine under power save or per user. Or just change the date to check.

[mkweick]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

If the keyboard is unresponsive and I can't hit the web interface, how am I supposed to check account tracking setting?

I don't believe we are using any account racking codes though, what do you mean by "or changing the setting to us username and password."

Allan - can you clarify "Or just change the date to check."

[mkweick]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

Okay - I had to disconnect the ethernet cord from the printer, reboot, and then it allowed me to use the screen and get to the admin settings that way.

Both User Authentication and Account Track is OFF and Print without Authentication is set to ALLOW.

[allan]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

If the keyboard is unresponsive and I can't hit the web interface, how am I supposed to check account tracking setting?

I don't believe we are using any account racking codes though, what do you mean by "or changing the setting to us username and password."

Allan - can you clarify "Or just change the date to check."

The machine has got a setting to make the machine go to sleep and wake-up at specified times, and you can also restrict users to only be able to use the machines at certain times. But this is not on by default.

[allan]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

If the basic screen is not blocked by a screen that asks for login detail the account tracking and user auth is not on. under account tracking you can select password only then there is no need for the user to enter the account name only the password is needed.

[allan]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

There is firmware/SSD upgrade out for the unresponsive panel and coming out of sleep issue. What is your current firmware version?

[jakani]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

i have the same problem for some couple days now in two machines ineo 454e and ineo +454 , when i remove the network cable the two messages "Preparing User Box" and "Preparing Scan/Fax" stop appearing and when i put it back it gets back to same problem !
have you solved the problem mkweick ?

[allan]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

i have the same problem for some couple days now in two machines ineo 454e and ineo +454 , when i remove the network cable the two messages "Preparing User Box" and "Preparing Scan/Fax" stop appearing and when i put it back it gets back to same problem !
have you solved the problem mkweick ?

Try changing the network speed setting on the machine from auto to 100Mbs full duplex. Are u using a static ip for the machine or is it using DHCP? Still thinking firmware.

[darry1322]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

Try changing the network speed setting on the machine from auto to 100Mbs full duplex. Are u using a static ip for the machine or is it using DHCP? Still thinking firmware.

I had 3 "e" series machines at a local college exhibit this behavior all on the same day. Tried changing network speed with no help. IT changed from DHCP allocation to static setting on the copier and it seems to have solved the issue. Still don't know why.

All non "e" machines were not affected.

[Shadow]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

do you have the network cables running through the KM supplied surge protector?
if so, bypass it completely, as I found these to cause this exact same problem with these machines.
there is no need for surge protection on the network cables running to these machines.

[darry1322]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

do you have the network cables running through the KM supplied surge protector?
if so, bypass it completely, as I found these to cause this exact same problem with these machines.
there is no need for surge protection on the network cables running to these machines.

Not present on my 3 machines.

[Shadow]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

is the client running any kind of network monitoring software?
it will also cause problems by sandbagging the machines and sending erroneous information to the machines.
disable any and all power save settings and timers on the machine.
did this just start happening, or has it been ongoing since day one?

[darry1322]

Re: 2 Bizhub 454e machines Responding to Pings but can't print/scan

is the client running any kind of network monitoring software?
it will also cause problems by sandbagging the machines and sending erroneous information to the machines.
disable any and all power save settings and timers on the machine.
did this just start happening, or has it been ongoing since day one?

In my case the machines had been in place for a few months. One day all 3 "e" series machines call in as unresponsive. After figuring out they worked with the network cables unplugged, I changed the network speed as a test and found them still unresponsive with the cables connected. IT was not available so I left the machine off the network so the customer could use copy and fax. I showed them how to scan to USB drive for temporary scanning. When I went to the next office and found the same symptoms, I explained what was happening to the user and they told me that IT had been "upgrading" some systems during the week and causing other issues as well.

I talked to IT on the phone the following week and they said the machines were operating properly with static addresses and they would leave it at that. That was a month or so ago and I haven't been to the machines since then.

Added info: all the new non-"e" machines at this campus seem to be unaffected.