Sharp Copiers Stuck in power loop

[nforsythe]

I have a customer with 17 copiers in a building. 5 of which have the newer sharp user interface (2 Sharp MX-904s, 1 MX-7040, 1 MX-6240, and 1 MX-3140).

The five with the newer interfaces have been giving me issues. Back in August the 904s, the 6240, and the 7040 started a power loop that lasted about 4 hours a day, for 3 days. The 3140 was not in the building yet.

By power loop, i mean that the machines would just keep restarting anywhere between 3-6 min of use. We were able to get rid of this issue the first time by letting the machines sit unplugged for about 2 hrs. This problem only happens when the devices are plugged into the network.



Yesterday NOV 9 we switch out a MX-3100 (Older UI) for a MX-3140 (New UI). When we try to set up papercut on the 3140, which is in a different location than the other 4 (same network), using the external applications settings, after the reboot, it triggers all 5 machines to start a power loop.

The 3140 shows that it cannot connect to papercut and continues to power loop with the other 5.

We can fix this by unplugging the 3140 and letting the other machines sit unplugged for about 2 hrs. but once we try adding the 3140 to paper cut the issue continues. We also don't know if this is a permanent fix for the other 4.

The customer is very unhappy with what is going on right now. I called sharp and papercut and neither have seen this issue before, and I am waiting for a response. I am at a loss on what to do and am reaching out to you guys.


Thanks,
Nicolas Forsythe

[driving lots of miles]

Re: Sharp Copiers Stuck in power loop

Network issue somewhere since as you say, This problem only happens when the devices are plugged into the network.

[ZOOTECH]

Re: Sharp Copiers Stuck in power loop

It's been awhile, but make sure you are not using a WSD port, and turn off any ports not being used.

[blackcat4866]

Re: Sharp Copiers Stuck in power loop

Using PaperCut necessitates having the network connected at all times, for authentication. It makes me wonder if it's some sort of conflict between PaperCut and the MX-3140. Can you bring in a different model, even as a loaner, just to determine if that will resolve it? At least in the short term, that will take some of the pressure off of the situation. =^..^=

[nforsythe]

Re: Sharp Copiers Stuck in power loop

We plan on putting a machine with an older UI there for now because we know it works. Thanks for the replies. I will post here if we find the solution.

[MattL]

Re: Sharp Copiers Stuck in power loop

Latest firmware on all?

Disable WSD and IPv6 on them devices and see if it helps.

[mansart]

Re: Sharp Copiers Stuck in power loop

Had very similar situation.....Large car dealership....majority of printing was taking place from an AS400 mainframe......

When ever a certain job from the AS400 hit the Sharps, it would cause a reboot of the copier

You may need to do a packet capture to see exactly what is causing the issue.

But first as someone mentioned, turn off all unused protocols and services. Turn off all unused ports in Security settings.

I've also run into issue with Spiceworks (network monitoring software) and the Tandem copy feature, I believe port 50001

[mansart]

Re: Sharp Copiers Stuck in power loop

Also make sure RARP is off under Protocol >TCPIP settings

If that is still even an option

[lky1978]

Re: Sharp Copiers Stuck in power loop

I have a customer with 17 copiers in a building. 5 of which have the newer sharp user interface (2 Sharp MX-904s, 1 MX-7040, 1 MX-6240, and 1 MX-3140).

The five with the newer interfaces have been giving me issues. Back in August the 904s, the 6240, and the 7040 started a power loop that lasted about 4 hours a day, for 3 days. The 3140 was not in the building yet.

By power loop, i mean that the machines would just keep restarting anywhere between 3-6 min of use. We were able to get rid of this issue the first time by letting the machines sit unplugged for about 2 hrs. This problem only happens when the devices are plugged into the network.



Yesterday NOV 9 we switch out a MX-3100 (Older UI) for a MX-3140 (New UI). When we try to set up papercut on the 3140, which is in a different location than the other 4 (same network), using the external applications settings, after the reboot, it triggers all 5 machines to start a power loop.

The 3140 shows that it cannot connect to papercut and continues to power loop with the other 5.

We can fix this by unplugging the 3140 and letting the other machines sit unplugged for about 2 hrs. but once we try adding the 3140 to paper cut the issue continues. We also don't know if this is a permanent fix for the other 4.



The customer is very unhappy with what is going on right now. I called sharp and papercut and neither have seen this issue before, and I am waiting for a response. I am at a loss on what to do and am reaching out to you guys.


Thanks,
Nicolas Forsythe

i faced same problem now. Any idea?

[sharpie]

Re: Sharp Copiers Stuck in power loop

I have experienced this type of problem repeatedly accross our installed base. Machine shuts off, powers up, data light flashes a few times, machine shuts off, repeat, repeat, repeat. What we think is happening is a phishing program gets to the device through an internet print job. The phish program has a simple executable instruction that the copier is unable to resolve so it restarts in an attempt to execute the command, repeat, repeat. One municipal IT department had our machine behind a second firewall in a sensitive area and this problem came up with the machine. It took 3 days for the funky print job to show up in the spooler. I have taken our machine's IP address and plugged it into a HP when this is going on and the error 49.xx fatal error came up immediately. This issue would be a great side discussion.

[NeoMatrix]

Re: Sharp Copiers Stuck in power loop

I have experienced this type of problem repeatedly accross our installed base. Machine shuts off, powers up, data light flashes a few times, machine shuts off, repeat, repeat, repeat. What we think is happening is a phishing program gets to the device through an internet print job. The phish program has a simple executable instruction that the copier is unable to resolve so it restarts in an attempt to execute the command, repeat, repeat. One municipal IT department had our machine behind a second firewall in a sensitive area and this problem came up with the machine. It took 3 days for the funky print job to show up in the spooler. I have taken our machine's IP address and plugged it into a HP when this is going on and the error 49.xx fatal error came up immediately. This issue would be a great side discussion.

A simple batch file to delete the printer spooler directory of corrupt files.

http://www.copytechnet.com/forums/connectivity/97276-all-one-i-t-tech-software.html#post561092

htttp://www.copytechnet.com/forums/connectivity/97276-all-one-i-t-tech-software.html#post561092

[NeoMatrix]

Re: Sharp Copiers Stuck in power loop

Assuming the problem is first a corrupt print file in the spooler directory.

Otherwise.

Windows ethernet adapter driver has configurable software that allows for:
o Shutdown Wake-On-Lan
o Wake on Magic Packet
o Wake on pattern Match
o WOL & Shutdown Link Speed [10Mbs,100Mbs, Not Speed Down]

Not sure about SHARP ethernet adapters(for these machines) and their firmware drivers, but you may like to look in SHARP service mode settings for a similar Windows-to-MFD ethernet connect "Shutdown wake-on-lan",wake up lan" and "link speed down" settings.

HTH

[repn1999]

Re: Sharp Copiers Stuck in power loop

I would check WSD port and maybe turn off SNMP as previously stated. The other thing that has not been said is to check to see if the MFPs are connected to a POE switch. IF they are, make sure power is turned off on the port the MFP uses. I have seen this very issue with a POE switch with port set to AUTO or ON for power over ethernet.

[jon jennings]

Re: Sharp Copiers Stuck in power loop

Check for POE (power over ethernet).

[Chr15tophe]

Re: Sharp Copiers Stuck in power loop

We had a franking machine take the same IP address as the MFP and once the franking machine was unplugged the 4070N was fine.. But otherwise absolutely fine without network cable, once plugged in to the network the copier locked up within seconds and went into a reboot cycle.