MP 171SPF lost supervisor and administrator password

[percyguitar]

We have an MP 171SPF which was traded in and it was discovered when we turned on admin authentication that the default admin logon (admin, no password) had been changed and nobody (including original customer) knew what it had been changed to. Tried supervisor (no password) but that had also been changed. Tried SP 7810 but that only exists on the MP 171 base model and not the GW controller model. Tried SP5801 -011 -NCS clear and that did not work. OK, we thought, we need to replace the NVRAM. Ordered a new NVRAM and replaced it - inputted serial number and thought 'that will do it'. Re-enabled admin authentication in user tools and tried logging in 'admin- no password' - DIDN'T WORK! - authentication failed again!! Tried supervisor - same thing!!! WE had an SMC report from before all this so tried an 'all clear' - no change! Next tried an engine clear (SP 5998) - still locked out!!! Have pretty much tried everything suggested from this site, Gooses' guide, knowledgebase, etc. - any ideas???

[rsyarcia]

make sure that the new nvram was the one installed maybe you accidentally interchanged it(old one). If the nvram is new then the default username = admin,pw= blank.

[E Winter]

the total counter should be displax "0" after replacing the nv ram - did that happen?

[Llama God]

Turn off admin authentication and try logging into the Web Image Monitor with admin and no password. Does that work?

[percyguitar]

Thanks all of you for you replies! We just confirmed the counter as having zeroed after replacing the NVRAM as it is now at 4, which is the number of copies we've made since NVRAM replacement. Tried logging in as admin, no password again and once more it gives an 'authentication failed' message - same with supervisor, no password. Now we can no longer turn admin authentication off as in the process of further troubleshooting had turned ON admin authentication and user authentication to WIN authentication because the last known setup was using WIN authentication and though we might know the pswrd for that. Now we are completely locked out and can no longer even get into system settings without knowing the password. We may try replacing the BCU next. Any other ideas?

[Llama God]

If you're completely locked out, replace the NVRAM again. However, I'd still try logging onto the machine via Web Image Monitor using either admin and no password or supervisor and no password. These details are stored on the NVRAM so, unless you've changed them, they must still work.

If you do replace the NVRAM again, log onto the machine via Web Image Monitor using admin and no password BEFORE YOU TURN ANYTHING ELSE ON.

If you need admin authentication, RTFM before you turn it back on again. You must be doing something wrong.

[percyguitar]

Thanks for reply. I didn't mention it but we had tried logging into WIM with admin - no pswrd as well as Smartdevice monitor for admin and got the same results. You're right I have the nagging feeling I'm doing something wrong as well but I don't know what. We have another NVRAM on order. I have found another MP171SPF. I've checked it for passwords etc. and it's all at factory default so I'm going to try uploading it's NVRAM, changing the file name and put it into the defective MP171SPF and see if that might do it in the meantime. I'll keep you posted.

[Llama God]

Why don't you either a) swap the NVRAM from the other machine into the defective one and change the serial number or, better still, b) wait for the new new NVRAM and try that in its most basic format?

That's what I'd do anyway!

[percyguitar]

OK gents, now I'm really confused! I just uploaded the NVRAM contents from a brand new MP171SPF which I had checked for admin mode first to ensure it was at factory default (which it was) to an SD card. I then changed the file name to the defective MFP serial number and downloaded it to the defective machine. Of course upon power up I got an error which was resolved by changing SP5811 (serial number) and then resolved the second error (error 876) by formatting the HDD. Now the MFP boots up normally and we can get into system settings (in other words the admin authorization is back to being OFF). But I just tried logging back into the WIM as admin - no password and get 'authorization failed" again!!! Same thing with supervisor. AAAAG!! That's starting to sound to me like the default setting for admin password is NOT stored on the NVRAM!!??

[Llama God]

My guess, and it is a guess without confirmation from yourself, is that you are replacing the wrong NVRAM. There are 2, one on the BICU and one on the controller board.

Having said all of that, I've been through the manual several times over and cannot for the life of me find the part numbers for either of the NVRAMs. What have you already replaced? My guess is the NVRAM on the BICU, but a part number would help!

[Llama God]

This might help:

NVRAM replacement.pdf

[percyguitar]

I appreciate your help Llama God and I wish it was that simple! We also initially thought we might have replaced the wrong NVRAM as the SM states that there is both an NVRAM on the BiCU as well as the controller. We had in fact replaced the NVRAM on the controller (I recognize the pdf you attached from the SM replacement chapter), part number 1407 6732, p.47, index number 107. So I had suggested that in fact it might be the NVRAM on the BiCU instead so we took the controller cage off and searched for the NVRAM on the BiCU but in fact there isn't one. On further reading of the SM we realized there is only an NVRAM on the BiCU if it is the non-GW controller type machine. On the GW machine there is only an NVRAM on the controller. In fact I tried removing the controller cage and powering up the machine as if it were a base model. On power up the machine gave a boot error and wouldn't function but I was able to go into SP mode and perform SP 7810 (key operator code reset - that SP doesn't exist when the controller is on) but that didn't resolve it neither. I am going out of town for a few days so will not have access to the machine or this site for a while. In the meantime a thought just struck me which I will be researching further. Since the customer who traded in was a Police Dept I'm wondering if they might have had a DOSS kit installed at one time and something related to that might be preventing password resets. While there is only 1 SD card in the upper slot and PS is installed if DOSS was installed at one time it would have been merged to the PS card. Thanks again for all your suggestions and any more you might have!

[XXX]

I hate to say it, but have you looked at the firmware yet?
I'm not a big believer in this, but upgrading the firmware solved some bizarre issues on the MP161 and MP C3000 and C6000's.

Works better than installing a surge protector at any rate.

[percyguitar]

Good suggestion! I will try that when I get back.

[percyguitar]

Update! While I was gone a couple of our shop techs found another MP 171SPF and tried swapping the entire controller cage, NVRAM included. It worked! The admin and supervisor passwords went back to default. Next step they will be ordering a new controller PCB and NVRAM for it. Will keep yoiu posted but so far results are telling me the controller itself was either preventing the passwords from being reset or was writing the existing passwords into the new NVRAM at powerup.