[Jamming] Ricoh mpc4000 jams on last copy of double sided scan to email

[JayPaul]

It can send as many pages as it wants through the DF single sided when you scan to email, but when you do double sided if its more than 10 copies the last page jams and the screen just freezes and it wont send. If you then open the DF remove the paper and shut it again it will send the whole 14 page file (after about a minute). The max email size has already been set to 'Off' so its not that.
Nobody else in the world seems to have had this problem before and customer wont sign lease until its resolved!
Also if you use double sided on DF for document server or just copying it works fine and doesnt jam, only does it on scan to email.

[TonerMunkeh]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

Is divide and send email also switched off?

[JayPaul]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

I think I tried it both on and off, didnt make any difference.
Currently its on 'divide and send' thats how I left it I believe

[TonerMunkeh]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

Okay. The reason it takes a minute or so to send is it's waiting for you to press the # key after the jam because it doesn't know if you're going to scan more originals. Switch off divide and send and then the only limit is the one imposed by the customer's email server.

With regard to the jam, does the machine actually show the jam display and log it on the SMC? Could be it's a spoof jam.

[JayPaul]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

Well after you take the paper out and close the DF it goes onto 'transmitting' so it knows that was the last page and no need to press #
Their new mail server had no restrictions to incoming sizes on it... besides if you do single sided scanning you can do 50 pages with no problems at all.
The machine itself just gets stuck on 'Scanning: Page 14' or something like that you know as its taking in the pages the number goes up but it just stop on the last page. The last page does actually get scanned but it comes about 90% of the way out before it turns round to come out again on exit. If you open the DF and close it again without removing that piece of paper then it will show you on screen there is a jam there

[TonerMunkeh]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

Is the HDD full of documents? I know it sounds odd but it could be a space thing.

[JayPaul]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

No its recently been fully refurbished so no original contacts, documents or anything were on there. It was like brand new.
Also in service mode under memory clear, I have done scanner features. Rebooted. That didnt do anything either.

[Ollie1981]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

First thing....

Test the machine's document feeder in free-run mode (don't remember exact SP but just go to the 6xxx "Peripherals" and scroll down until you see "DF Free Run" you should have the option of duplex or simplex operation). Try to use the same kind of originals that the customer is trying to scan for testing/fault finding purposes. Do this as many times as necessary to convince yourself that you aren't looking at purely a hardware issue

(FYI I have had many weird and wonderful issues with this DF, some require a good strip down and clean as they seem to have an impressive capacity for getting full of various office detritus, I have also had issues that required changing the sensors, the reg and skew correction sensors are the same part so you can swap them for fault finding purposes)

Check that the original set sensor is present and correct and in the correct position. If it isn't dropping back into place after the last original is fed, the D/F will attempt to feed an original that isn't there.

Second thing....

Check the firmware version that the machine is running and check if there are any D/F related or controller/HDD related SC codes, if it is stalling out on the last page of a scan it may be a bug that was resolved with a later version of firmware, or it could be a bad sector on the HDD causing it to stall when creating the PDF from the raw scan data.

I'd still be looking first at the D/F itself, if there is another machine (or a similar model, the mono MP4000/5000 takes the same D/F) try swapping the D/Fs, if the fault moves you know it's the D/F, if it doesn't you know you are looking possibly firmware/HDD.

[JayPaul]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

I'd still be looking first at the D/F itself, if there is another machine (or a similar model, the mono MP4000/5000 takes the same D/F) try swapping the D/Fs, if the fault moves you know it's the D/F, if it doesn't you know you are looking possibly firmware/HDD.

Firmware im told was updated before I took the machine out but its one of the things im going to take with me when I return 2moro... I dont think we have another 4000 type DF I can take though as thats something I wanted to try.
Is free run basically the same as me just saving loads of double sided documents in the document server?
There shouldnt be any debris or random staples in the DF it was all cleaned out and I think clutch and that were cleaned too.
I mite have to keep my eye on the set sensor then, dont think it was that but I wasnt exactly staring at it so never know!
Thanks for the help so far guys!

[sandmanmac]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

It can send as many pages as it wants through the DF single sided when you scan to email, but when you do double sided if its more than 10 copies the last page jams and the screen just freezes and it wont send. If you then open the DF remove the paper and shut it again it will send the whole 14 page file (after about a minute). The max email size has already been set to 'Off' so its not that.
Nobody else in the world seems to have had this problem before and customer wont sign lease until its resolved!
Also if you use double sided on DF for document server or just copying it works fine and doesnt jam, only does it on scan to email.

Since its only happening when scanning in duplex, I`m leaning toward firmware or hardware issue

Just to clarify, Do you mean it literally when you say that the last page "jams", or that the scanning just "stops" for no reason without any symbols, and the screen freezes?
Also, is this just straight up scan to email, or have you installed a 3rd party software. Ie: Equitrac

Does the issue occur with a duplex scan to folder?

[JayPaul]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

It doesnt jam like the page gets screwed up or anything it just stops after its scanned the final page. But it still needs to suck back in turn around and come back out again, which it never does. Whilst its like that the screen is pretty much frozen, you can still switch between copier doc server and scan page and go onto user tools (but you cant actually go onto anything in user tools is just beeps).
Its just simple scan to email no software involved and scan to folder isnt set up because their server is a pain to get to.

[engineers]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

This is JayPaul. Using my work account.
Oddly it turned out the problem was the light above the machine. So the sensors were seeing white and thinking it was paper. When I covered them up with my black sleeve it worked fine every time. I dont know why it only happened on 14+ copies but its all working fine now.
Cheers for the help everyone

[AyJayAreDii]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

This is JayPaul. Using my work account.
Oddly it turned out the problem was the light above the machine. So the sensors were seeing white and thinking it was paper. When I covered them up with my black sleeve it worked fine every time. I dont know why it only happened on 14+ copies but its all working fine now.
Cheers for the help everyone

I have a customer with 6 mpc5501's which 4 of them have a problem where they do this same thing. I need to check out for the lights here.

[engineers]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

Yeh just put something dark over the sensors as you run the copies through and it should work properly. For now I have just stuck tape over them and copying and scanning A4 and A3 both work fine.

[SargeNZ]

Re: Ricoh mpc4000 jams on last copy of double sided scan to email

This has piqued my interest, what is the location and type of light that would cause this issue?