mp5500 print problem

[Guest]

got a weird fault on 2 of these machines on different sites. every now and again customers complain of intermittent jobs in the print queue disappearing and not printing out. tried all the usual suspects ie drivers, port settings, machine settings(user codes etc). even tried swapping the network card on one! any ideas??

tony

[unisys12]

I think you will have to narrow this one down a little more.

Which customers are having this issue and of those which application are they using?

[cobiray]

Do you have the user codes enabled? If so and you send a job with out the code, or an invalid code, it will be deleted from the queue and not printed.

[tonyd]

hi

The customers vary and they are printing normal word or pdf documents. it cant be narrowed down to any particular document. it is VERY intermittent and the customer has lots of the 5500's dotted about with no problems. User codes arent used. These machines are only about 3 months old in each customer.they use windows server 2003 and desktops are xp.

[cobiray]

One item to try is the print driver. If you are using PCL 5, try the PCL 6 driver. I've also had issues with using both drivers on the same network, so if you are using both maybe try un sharing one of them. If all that fails, try loading the print driver locally on the pc's.

Also, you might try updating the firmware on the MFP.

[tonyd]

hi

yep done all the basic stuff ie drivers, firmware, tried usint smartnet monitor ports. still no good

[cobiray]

I'd have the users print to another location (another 5500) or swap the box out from another location changing the I.P. and other info. Sounds like a network issue, or possibly PIBKAC.

[paulg]

Have you dropped the network speed to 10mb/s.

Not very useful with a high speed machine but quite often cures the problem on various networks for us.

[tonyd]

hi

i have tried mostly everything including network speed. swapped ip addresses and even cards. moved one of them onto a different network. just an update i went back today with firmware that was released 14/05/08 so fingers crossed

tony

[cobiray]

i have tried mostly everything including network speed. swapped ip addresses and even cards. moved one of them onto a different network. just an update i went back today with firmware that was released 14/05/08 so fingers crossed

tony

So when you moved the machine to a new location the dropped prints followed the machine?

[tonyd]

nope

problem still happened after move

[Jomama46]

I think you have to eliminate the print server (at least for testing) and install the drivers on the affected workstations. Server 2003 had some printer issues for sure.

[tonyd]

hi

problem is 2 of the machines are on server 2003 with 200 other printers and cant load drivers locally as users use roaming profiles. the other machine is on small business server so at first thought the isa server was stopping snmp broadcasts. added this to the exclusion list with no joy.

[Jomama46]

Me and Johnny will give this some thought tonight.

[morocas]

Having the same issue and have done virtually the same repairs. Mine prints the jobs when the machine is powered off/on.