Titan / Atlas - BP60C31 stuck at Please Wait

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  • CroceL
    Sharp / Brother Tech

    50+ Posts
    • Jun 2020
    • 62

    #1

    Titan / Atlas - BP60C31 stuck at Please Wait

    Hey there !

    One of our customers called that his MFP won't boot up again after some construction next to the house.
    The machine starts up with "Sharp" and then "Please Wait", after about 5 minutes the machine reboots and the cycle continuous.

    Today I tried to install an emergency update which went through (Completed) but this didnt change anything, then I swapped the eMMC PWB but this also didnt change anything.

    Before I disassemble some other new machine to find the culprit I would like here if someone had something similiar on the new BP series.

    Info:
    • All the Status LEDs are green (fixed in Edit)
    • On boot up the scanner moves as usual but no other movement is heard (e.g. Fuser)
    • According to the customer the machine booted up once on Sunday with the Error E7-79 (Network module communication error)
    My next step would be to replace the whole board but before that I would like to hear some of your expertise.

    Thanks in advance everyone !

    Edit: Wrong LED statement -- On bootup LED 13/14 are lit up and then LED 11/12/13 are lit up.
    Last edited by CroceL; 1 week ago.
  • OlliK1969
    Trusted Tech

    250+ Posts
    • Nov 2016
    • 311

    #2
    So, before I replace all the circuit boards, it would be advisable to replace the program ROM (MFP program ROM) first. That's my idea. Parts manuell Section V20, Part No.19.
    In the end it is like the MX series with the error "reboot"

    Comment

    • ihatefinishers13
      Senior MFP Technician

      500+ Posts
      • Feb 2020
      • 709

      #3
      Originally posted by CroceL
      Hey there !

      One of our customers called that his MFP won't boot up again after some construction next to the house.
      The machine starts up with "Sharp" and then "Please Wait", after about 5 minutes the machine reboots and the cycle continuous.

      Today I tried to install an emergency update which went through (Completed) but this didnt change anything, then I swapped the eMMC PWB but this also didnt change anything.

      Before I disassemble some other new machine to find the culprit I would like here if someone had something similiar on the new BP series.

      Info:
      • All the Status LEDs are green (fixed in Edit)
      • On boot up the scanner moves as usual but no other movement is heard (e.g. Fuser)
      • According to the customer the machine booted up once on Sunday with the Error E7-79 (Network module communication error)
      My next step would be to replace the whole board but before that I would like to hear some of your expertise.

      Thanks in advance everyone !

      Edit: Wrong LED statement -- On bootup LED 13/14 are lit up and then LED 11/12/13 are lit up.
      Did you try booting WITHOUT the network cable plugged in? Also, you could try booting the machine with the base, ADF, and any external accessories not plugged in as well.

      Comment

      • miller01123@gmail.com
        Technician

        50+ Posts
        • Jun 2019
        • 55

        #4
        I've had three machines that took a hit through the network cable, causing the same symptom you are having. New MFP/SCN PWB's fixed my problem on all three. If you replace the MFP/SCN PWB make sure you read TT-081023_1R first, so you don't brick the machine.

        Comment

        • Hansen88
          Service Manager

          Site Contributor
          1,000+ Posts
          • Dec 2009
          • 1068

          #5
          Originally posted by miller01123@gmail.com
          I've had three machines that took a hit through the network cable, causing the same symptom you are having. New MFP/SCN PWB's fixed my problem on all three. If you replace the MFP/SCN PWB make sure you read TT-081023_1R first, so you don't brick the machine.
          Thanks for posting this. In the tech tip it says you recover by installing a eeprom pwb- where do you get this from?

          Comment

          • CroceL
            Sharp / Brother Tech

            50+ Posts
            • Jun 2020
            • 62

            #6
            Did you try booting WITHOUT the network cable plugged in? Also, you could try booting the machine with the base, ADF, and any external accessories not plugged in as well.
            Yeah first unplugged everything unnecessary for booting, didnt change it.

            I've had three machines that took a hit through the network cable, causing the same symptom you are having. New MFP/SCN PWB's fixed my problem on all three. If you replace the MFP/SCN PWB make sure you read TT-081023_1R first, so you don't brick the machine.
            After swapping everything with another BP60C31, its the SCN MFP PWB as you said - Checked the eMMC and SSD aswell but they seem fine. So its just the SCN MFP PWB.

            Thanks for posting this. In the tech tip it says you recover by installing a eeprom pwb- where do you get this from?
            According to my colleague there is a EEPROM "Kit" to insert it on the SCN MFP PWB, but you only need it when placing an SCN MFP PWB from a used machine, if you buy a new one it should initialize itself.

            __________________

            So after all this can be marked as Solved, since I just need to wait on the response of the insurance if they're gonna cover it so I can order the SCN MFP PWB.
            Info: The exact error was actually in the Handy Guide under LED Status (but weirdly with different LEDs lit on the first part of the boot)

            Thanks everyone !

            Comment

            • miller01123@gmail.com
              Technician

              50+ Posts
              • Jun 2019
              • 55

              #7
              Originally posted by Hansen88

              Thanks for posting this. In the tech tip it says you recover by installing a eeprom pwb- where do you get this from?
              From sharp, CPWBN2399FCE2.
              You will need one if the MFP/SCN PWB is from another machine. If it's a brand new MFP you will not need it.
              You still need to do 56-15 either way, with the original HDD to the machine installed. DO NOT CLEAR the U2 code.
              For trouble shooting purposes, you can borrow an MFP PWB and use the EEPROM PWB , or if you buy a used MFP from Hytec.
              The EEPROM is reusable if you end up buying a brand new MFP.
              If you borrowed an MFP just remove the EEPROM PWB and put the MFP back in the original machine.

              Comment

              • mloudy
                Senior Tech

                500+ Posts
                • Oct 2015
                • 789

                #8
                We had the same rebooting cycle on a BP-70C55 along with the E7-79. Customer said there was a lightning strike just prior. Once on site we learned it took out their router, PC's and all the internet in the neighborhood.

                We replaced the MFP/SCN pwb with a new one but the copier never would come ready and was also in Chinese. We could not access anything through the panel or web page. At that point we notified the customer to add the copier to their insurance claim. I don't put much effort into copiers struck by a power surge anymore. I have learned my lesson a few times that just when we thought we had everything working and put them back in place we were chasing ghosts constantly. Their insurance replaced the copier and never even contacted us.

                Hopefully yours will come ready with a new board.

                Comment

                • miller01123@gmail.com
                  Technician

                  50+ Posts
                  • Jun 2019
                  • 55

                  #9
                  Originally posted by mloudy
                  We had the same rebooting cycle on a BP-70C55 along with the E7-79. Customer said there was a lightning strike just prior. Once on site we learned it took out their router, PC's and all the internet in the neighborhood.

                  We replaced the MFP/SCN pwb with a new one but the copier never would come ready and was also in Chinese. We could not access anything through the panel or web page. At that point we notified the customer to add the copier to their insurance claim. I don't put much effort into copiers struck by a power surge anymore. I have learned my lesson a few times that just when we thought we had everything working and put them back in place we were chasing ghosts constantly. Their insurance replaced the copier and never even contacted us.

                  Hopefully yours will come ready with a new board.
                  When you use a new MFP PWB you need the original HDD installed when you turn it on. When it comes up in Japanese go into the test command and do a 56-15. The machine will work like magic if you follow these simple steps, DO NOT CLEAR ANY U2 CODES BEFORE YOU RESTORE YOUR MACHINE WITH 56-15. If you do clear the U2 code, you will have to call the hot line and send everything to New Jersey.

                  Comment

                  • mloudy
                    Senior Tech

                    500+ Posts
                    • Oct 2015
                    • 789

                    #10
                    The control panel was still unresponsive after replacing the pwb so we could not get into the sims to do a 56-15 or mistakenly reset a U2. It was definatley Chinese and not Japanese in our case.

                    We have installed a new MFP pwb in a BP series and it worked like you would expect. This one did not.

                    Comment

                    • Hansen88
                      Service Manager

                      Site Contributor
                      1,000+ Posts
                      • Dec 2009
                      • 1068

                      #11
                      Originally posted by miller01123@gmail.com

                      From sharp, CPWBN2399FCE2.
                      You will need one if the MFP/SCN PWB is from another machine. If it's a brand new MFP you will not need it.
                      You still need to do 56-15 either way, with the original HDD to the machine installed. DO NOT CLEAR the U2 code.
                      For trouble shooting purposes, you can borrow an MFP PWB and use the EEPROM PWB , or if you buy a used MFP from Hytec.
                      The EEPROM is reusable if you end up buying a brand new MFP.
                      If you borrowed an MFP just remove the EEPROM PWB and put the MFP back in the original machine.
                      Thanks again for this info!

                      Comment

                      • ihatefinishers13
                        Senior MFP Technician

                        500+ Posts
                        • Feb 2020
                        • 709

                        #12
                        Originally posted by mloudy
                        The control panel was still unresponsive after replacing the pwb so we could not get into the sims to do a 56-15 or mistakenly reset a U2. It was definatley Chinese and not Japanese in our case.

                        We have installed a new MFP pwb in a BP series and it worked like you would expect. This one did not.
                        Just curious, were you able to get into CN mode and use the eeprom copy function in there? Thankfully for us, it worked eventually, but at first it did come up in a different language. It then booted into a weird error(it had a DSK), but then it ended up rebooting by itself, and came up without issues. Totally different error code that made us replace the board, but figured I'd ask for future troubleshooting measures.

                        Comment

                        • mloudy
                          Senior Tech

                          500+ Posts
                          • Oct 2015
                          • 789

                          #13
                          It would not fully boot up in either mode. We had it in the shop so I actually left it on for days hoping it would eventually stop cycling. Once we installed the new pwb it did stop doing the rebooting cycle and would sit at the "Please contact your dealer. Code: U2-11" (in Japanese) with us unable to use the touch screen to enter sims. One of the techs replaced the entire operation panel hoping that would restore the unresponsive touch screen.

                          We were able to enter the web page and Service page (both in Japanese) but the default passwords for each page would not work.

                          I am going to ask our RSS to have a look at it when he is here.

                          The BP we replaced the pwb in last week did allow us to use the eeprom copy function. This one booted in English and it moved everything over including their PaperCut settings.

                          Comment

                          • ihatefinishers13
                            Senior MFP Technician

                            500+ Posts
                            • Feb 2020
                            • 709

                            #14
                            Originally posted by mloudy
                            It would not fully boot up in either mode. We had it in the shop so I actually left it on for days hoping it would eventually stop cycling. Once we installed the new pwb it did stop doing the rebooting cycle and would sit at the "Please contact your dealer. Code: U2-11" (in Japanese) with us unable to use the touch screen to enter sims. One of the techs replaced the entire operation panel hoping that would restore the unresponsive touch screen.

                            We were able to enter the web page and Service page (both in Japanese) but the default passwords for each page would not work.

                            I am going to ask our RSS to have a look at it when he is here.

                            The BP we replaced the pwb in last week did allow us to use the eeprom copy function. This one booted in English and it moved everything over including their PaperCut settings.
                            Yeahhhhh we got that code when swapping the board at first. Initially, we tried putting the Msata/SSD and battery into the new one, but it gave us the U2-11 code, so we had to use the eeprom tool. If you can't get into that, you might be s.o.l. Sharp has kinda shot themselves and us in the foot with the way they do eeproms now. Our DSS will tell you :P

                            Comment

                            • ihatefinishers13
                              Senior MFP Technician

                              500+ Posts
                              • Feb 2020
                              • 709

                              #15
                              Originally posted by ihatefinishers13

                              Yeahhhhh we got that code when swapping the board at first. Initially, we tried putting the Msata/SSD and battery into the new one, but it gave us the U2-11 code, so we had to use the eeprom tool. If you can't get into that, you might be s.o.l. Sharp has kinda shot themselves and us in the foot with the way they do eeproms now. Our DSS will tell you :P
                              Oh, we also got an E7-C0 error, which was just to do with the DSK though - and it rebooted itself and was fine after that.

                              Comment

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