Urgent Attention Required for IM C2010 Printer Issue.

[nadimtopsecret]

Ah you didn't mention the 30 printers are at different sites!?

Now you've updated the firmware next enable the latest ACT this maybe the issue.

Could you guide how to enable the ACT ?
couldn't find it in service manual.

[copier tech]

Could you guide how to enable the ACT ?
couldn't find it in service manual.

Sure, please see attached.

[copier tech]

ACT V2.3.pdf

Could you guide how to enable the ACT ?
couldn't find it in service manual.

Sure, please see attached.


ACT V2.3.pdf

[slimslob]

But how printer is receiving corrupt print job in all printer at different customer location at a time ?

A hacker or were there cleaning people onsite the night before? I have seen instances where the cleaning lady would bring her kids and they would play at any computer left logged in. If it happens to be a pre-teen boy, he may be trying to print off the internet something that is not printable. Another possibility is an employee trying to print a sports betting pool sheet and trying to send to different printers. Had that once.

When we updated the firmware with the network cable unplugged, the machine could copy and print the counter without any issues. However, when the network cable was plugged back in, the problem reappeared.

Do the following:

1. Turn a C2010 on with the cable disconnected
2. Enter the print function
3. Display the print queue
4. Connect the cable
5. The queue should display the corrupt job to include either the computer that sent the job
6. Go to that computer and delete the job and any other job that appears to be the same

The other option is to have the current print queue on every computer purged but then you will also be deleting a lot of jobs that they might need.

Edit: There is also Wireshark if you are experienced with using it.

[luca72]

Ohh ! My mistakes that I didn't mention it before.
I'll check with the ACT enable then update you soon.

if I understood correctly, beyond the problems with the PCs, you said that it doesn't even print the counter, or the network settings page?...right?

[nadimtopsecret]

if I understood correctly, beyond the problems with the PCs, you said that it doesn't even print the counter, or the network settings page?...right?

Yes, you're right.

[luca72]

Yes, you're right.

it shouldn't!... but on previous versions that symptom was created by crumpled paper at the bottom, behind the drawer.
you can also try formatting only the IMH partition of the hdd via sp

[nadimtopsecret]

it shouldn't!... but on previous versions that symptom was created by crumpled paper at the bottom, behind the drawer.
you can also try formatting only the IMH partition of the hdd via sp

I've attempted replacing both the SSD and HDD, but the issue persists. It's important to note that this problem has occurred in over 20 devices across various customer locations. Interestingly, only few devices of the same model are functioning correctly. Additionally, one of our clients has two IM C2010 models — one is working fine, while the other is affected.

[copier tech]

I've attempted replacing both the SSD and HDD, but the issue persists. It's important to note that this problem has occurred in over 20 devices across various customer locations. Interestingly, only few devices of the same model are functioning correctly. Additionally, one of our clients has two IM C2010 models — one is working fine, while the other is affected.

Did you get a chance to update the ACT versions ?

[luca72]

I've attempted replacing both the SSD and HDD, but the issue persists. It's important to note that this problem has occurred in over 20 devices across various customer locations. Interestingly, only few devices of the same model are functioning correctly. Additionally, one of our clients has two IM C2010 models — one is working fine, while the other is affected.

months ago the same thing happened to a customer, with mp3353, 2501 and 4054, only that the internal prints worked.
there were some windows pc in the network that had self-installed the printer with wsd port, in addition to the one installed by the IT with regular ip port, the customers when they printed sometimes without checking used the wsd one, and the sc code occurred, I disabled wsd and ssdp, and removed the duplicate printers with wsd port... but I repeat, they printed the counter and internal print....Isn't postscript needed?

[nadimtopsecret]

months ago the same thing happened to a customer, with mp3353, 2501 and 4054, only that the internal prints worked.
there were some windows pc in the network that had self-installed the printer with wsd port, in addition to the one installed by the IT with regular ip port, the customers when they printed sometimes without checking used the wsd one, and the sc code occurred, I disabled wsd and ssdp, and removed the duplicate printers with wsd port... but I repeat, they printed the counter and internal print....Isn't postscript needed?

I believe this issue is quite different from the earlier one.

After installing the new printer, I noticed the problem started when I tried to set up the IP address and connected the LAN cable to the machine. Before establishing LAN connectivity, I was able to copy/print via USB and counter printing was functioning normally. However, the situation changed as soon as the LAN was connected.

[slimslob]

I believe this issue is quite different from the earlier one.

After installing the new printer, I noticed the problem started when I tried to set up the IP address and connected the LAN cable to the machine. Before establishing LAN connectivity, I was able to copy/print via USB and counter printing was functioning normally. However, the situation changed as soon as the LAN was connected.

As soon as a corrupted job comes in on the LAN cable, it is queued to the engine. The engine then will not accept anything else until that job. Until you identify that job and delete it at the source you are not going to be able to do anything else. The only other methods will cause the customer to lose all jobs currently in queue. One of the methods that used to be used for jobs causing SC899 was to enable user authentication for the printer. When you connect the LAN cable all jobs will be rejected that do not have a valid user.

[nadimtopsecret]

Did you get a chance to update the ACT versions ?

Yes, ACT is activated in the machine.

[nadimtopsecret]

As soon as a corrupted job comes in on the LAN cable, it is queued to the engine. The engine then will not accept anything else until that job. Until you identify that job and delete it at the source you are not going to be able to do anything else. The only other methods will cause the customer to lose all jobs currently in queue. One of the methods that used to be used for jobs causing SC899 was to enable user authentication for the printer. When you connect the LAN cable all jobs will be rejected that do not have a valid user.

I would agree with you if it were a single printer or 2-3 printers at the same location. However, this issue is occurring across 20-23 different customer locations. Additionally, even after disconnecting the LAN, the machine is unable to print anything, even after performing a memory clear and HDD format.

[nadimtopsecret]

You can check the video of the problems video here -

https://drive.google.com/drive/folders/1F8yGVK4zEHe6UgPSW540sEC6181pbaQw