Mp 3500 Print jobs intermittently Vanish

[nodle]

Customer says that they send jobs to the machine and they get an indication that the job is communicating, but when they go to the machine nothing is printing. Sometime they say they can cycle the machine off and on, and then they get thier job.
Previous tech has replaced the Control Board.
I can never duplicate the problem. the customer says that it is very spuratic.
Most of their computers are running Windows 7 Proffesional x64, one of them is using XP. They are also using different print drivers on the different computers, some are pcl5e, pcl6, and pcl6 universal.
The machine is not recording any sc and everything appears to be normal.
This one has kind of stumped me, especially since I can not duplicate the problem. Any suggestions will be greatly appreaciated.

[rthonpm]

Re: Mp 3500 Print jobs intermittently Vanish

Could be a couple of things, but the first thing to do would be to standardise the drivers as much as possible. My personal recommendation would be to use PCL 5 since it's generally more stable than PCL XL. Besides that, instead of having the users reboot the copier to get their jobs, if there's a key op there you can rely on, have them check the web image monitor and see what status it gives for the job: is there an error, is it hanging, just something to try and point you in a definite direction.

Also try and determine if it's a common application causing the issue: if so, has the application been upgraded, or in need of updates? Is it a common user, if so have they changed settings in their driver?

Another possibility is a bad connection either at the workstation sending the job, or at the copier itself. Knowing whether the issue is related to a single or commonly located group of workstations or user(s) will help narrow that down as well.

[Maxim]

Re: Mp 3500 Print jobs intermittently Vanish

Do the jobs also disappear from the user(s) using pcl5e?
I came accross various problems when using pcl6, not printing the job or not stapling or just hanging with the green LED flashing is just a few to name.

[Gamut]

Re: Mp 3500 Print jobs intermittently Vanish

Sounds like IP address being used by more than 1 device.

Disconnect machine and ping it's IP address.

[slimslob]

Re: Mp 3500 Print jobs intermittently Vanish

Check the user authentication setting for printing. If the machine is set to require a user code for printing and no user code is present in the data stream, the data light will flash like it is receiving a job but nothing will print. The job will disappear from print queue on the computer.

[Debs1964]

Re: Mp 3500 Print jobs intermittently Vanish

Check the user authentication setting for printing. If the machine is set to require a user code for printing and no user code is present in the data stream, the data light will flash like it is receiving a job but nothing will print. The job will disappear from print queue on the computer.

"Sometime they say they can cycle the machine off and on, and then they get thier job."

This wouldn't happen if they required a user code for printing, the job would completely disappear, never to be seen again

[tjvincent]

Re: Mp 3500 Print jobs intermittently Vanish

Go to the machine and select the printer button and look in the error log, it should give a bit of info as to what happened with the job.

[copier tech]

Re: Mp 3500 Print jobs intermittently Vanish

When ever I get weird or interminent issues I start by updating all the firmware, have you tried this?

[Dhearn]

Download smart device manager for admin on one
pc's on the network and look for duplicate IP addressed, could be hard to find though, most likely it's a WiFi device such as cell phone or tablet that being brought into the office.

[Cipher]

Re: Mp 3500 Print jobs intermittently Vanish

Now and then print jobs do error (error 91 is common) and are pretty much instantly reset by the machine.

The print log will show jobs that are reset, but the log is cleared each time the machine is powered off.

Changing the memory allocation from ' Frame ' to ' Font ' in the Printer Features does help.

[nodle]

Re: Mp 3500 Print jobs intermittently Vanish

Thanks for all the input
I have not been back to the customer since my first visit.
I have called my contact everyday and she says the machine in running fine.
Funny how that works.... I'm sure it will be back to haunt me soon enough. I am still waiting on some unrelated parts for the finisher ( broken cover) I will be going back out as soon as those parts come in, and I will check on the things that everyone has suggested.

Thanks Again