C3350 loses it's IP address and Gateway

[Taminol]

Hi Guys,

We don't have many C3350 and C3850 models in the field, so our experience on this model is limited.

Can someone more knowledgeable offer some advice please?

The C3350 lost it's IP address and Gateway address 3 months ago. At the time we formatted the HDD, went into Admin and initialised, cleared the Server Cache and upgraded the FW to Controller:999 and Engine:1400
Everything has been fine with the machine for 3 months, then it did it again yesterday. The IP address changed to 168.0.0.0 and the Gateway was blank!
The engineer has upgraded the Engine FW to 1700 and the Controller is the same 899 and 999.

Where is the IP address actually held?
Any ideas of what you would do next when faced with this issue?

Thanks in advance

Tam

[allan]

Re: C3350 loses it's IP address and Gateway

If i can remember it uses NVram and network config should be on there.

[SmellsHot]

Re: C3350 loses it's IP address and Gateway

Is it resetting back to APIPA? We had a few do this to us. Replacing the MFPB fixed the issue on each machine.

[Specialist]

Re: C3350 loses it's IP address and Gateway

I believe there's at least 2 versions of FW that are above what you're listing that address several issues. I'd advise you to try that before going any further. Engine = 1700, Cntrl = 516-999. Make sure to update in correct order and don't skip versions as the PDF states. Do Control 515-899, 515-999, Eng 1700, contr 516-999 from the versions you have listed.

[paulk@b-bt.com]

Re: C3350 loses it's IP address and Gateway

I have installed 2 C3350s in the last week. Both seemed to "blow out" the port on the router/switch. Switched ports and it worked fine. I did put an email into our Konica contacts - no response yet. It was then showing an APIPA and when it can't find the network, the Auto IP feature is locked to "enable." Interested to see if other have this issue.

[Issac-brock]

Re: C3350 loses it's IP address and Gateway

I have installed 2 C3350s in the last week. Both seemed to "blow out" the port on the router/switch. Switched ports and it worked fine. I did put an email into our Konica contacts - no response yet. It was then showing an APIPA and when it can't find the network, the Auto IP feature is locked to "enable." Interested to see if other have this issue.

I am at one now that will not let me change the smtp settings as it was previously configured for another customer. Also the IP kept changing after reboot although manually configured. The Auto IP is checked and grayed out.
checking firmware now.

[subaro]

Re: C3350 loses it's IP address and Gateway

try going to the network setup and change the network speed from auto to maybe 100 duplex. Had one machine would work fine at the shop, but not auto ip pickup ip at the customer. Was a different brand copier though, but no problem as yet.

below is from the c3350 user manual

[Network] tab
[General Settings] - [Ethernet Settings]
To display: Administrator mode - [Network] - [General Settings] - [Ethernet Settings]
Specify the network speed, and check the MAC address

Item Description
[Speed/Duplex] Select the network speed according to your environment.
[Auto] is specified by default.
[MAC Address] Displays the MAC address of the network interface card of this machine.

[Issac-brock]

Re: C3350 loses it's IP address and Gateway

try going to the network setup and change the network speed from auto to maybe 100 duplex. Had one machine would work fine at the shop, but not auto ip pickup ip at the customer. Was a different brand copier though, but no problem as yet.

below is from the c3350 user manual

[Network] tab
[General Settings] - [Ethernet Settings]
To display: Administrator mode - [Network] - [General Settings] - [Ethernet Settings]
Specify the network speed, and check the MAC address

Item Description
[Speed/Duplex] Select the network speed according to your environment.
[Auto] is specified by default.
[MAC Address] Displays the MAC address of the network interface card of this machine.

I've seen this on a BH420 and a BH C754 on the same day at two different locations. Using a switch I managed to program the correct network speeds when auto suddenly fails after years in the location.


This case was solved by using the Web interface and resetting the machine back to factory then upgrading firmware. After that I could program smtp etc and all worked.

Auto IP still checked and grayed but IP is no longer changing.

[paulk@b-bt.com]

Re: C3350 loses it's IP address and Gateway

I am at one now that will not let me change the smtp settings as it was previously configured for another customer. Also the IP kept changing after reboot although manually configured. The Auto IP is checked and grayed out.
checking firmware now.

Our latest theory is it has something to do with BOOTP being on by default.

[paulk@b-bt.com]

Re: C3350 loses it's IP address and Gateway

Our latest theory is that BOOTP is turned on by default and that even when DHCP is turned off the machine is still trying to pull and address. We haven't had a chance to try out this theory, but is something we've noticed that we've never had to turn off before. The manual says it should be off by default, but the latest firmware seems to have it on.

[Taminol]

Re: C3350 loses it's IP address and Gateway

Our latest theory is that BOOTP is turned on by default and that even when DHCP is turned off the machine is still trying to pull and address. We haven't had a chance to try out this theory, but is something we've noticed that we've never had to turn off before. The manual says it should be off by default, but the latest firmware seems to have it on.

This has turned in to an interesting thread, glad it wasn't just me having the problem.
We have a dozen C3350's due in shortly so this will be a good sample.
Paulk, this BOOTP you reference, I'm not familiar with it? What is it actually doing?

[paulk@b-bt.com]

Re: C3350 loses it's IP address and Gateway

Bootstrap Protocol. I'm not that familiar with it either. The manual says it should be off by default, but we've found it has been on. When we turn it off, Auto IP un-grays and we can turn it off -- but it randomly turns back on on reboot. I'm just filling in for our normal installer who is on maternity leave, so I apologize for not being the brightest bulb. I had the same issue today with a C3100p... I have DHCP, BOOTP and ARP all turned off, and it still won't let me manually configure the IP... then, on reboot, it grabs the IP of their server -- not a good thing. VERY FRUSTRATING!

[Taminol]

Re: C3350 loses it's IP address and Gateway

I thought I'd resurrect this thread because the same little C3350 has done it again!
It's been 3 months since it last disappeared and it happened last night. Blank IP address!

I can't see any mention of this in FW fixes.

Anyone having success with this?

[paulk@b-bt.com]

Re: C3350 loses it's IP address and Gateway

Interesting! i've had two calls about the C3350 today alone. At one location, the address book vanishes. They re-input everything and it works fine for a couple days and then vanishes again. They aren't even powering the machine down. The other won't even allow them to add address book entries from the Web Connection. I've seen this on the C3850 also.