MX2300n print/scan issues

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  • jrmack
    #1

    MX2300n print/scan issues

    I have just acquired a client who has been happily printing and scanning for almost 1 year. Then at the end of July they had a local store come out to install SharpDesk on a new Windows XP system on the clients P2P network. Well this system never did scan or print but then other, unrelated systems, began to lose one ability or the other (some lost the ability to print and some lost the ability to scan); not all systems were effected, most can still print and scan.

    This is a very simple peer-2-peer network, all on the same network segment, with one unmanaged switch, a couple of wireless access points, and a DSL/Cable router. Everything is fine with the network and everyone can reach the internet (but some of the computers that are exhibiting the above problems are at times having trouble seeing the other resources on the network.)

    All computers run Windows XP (the main broker's computer is running Vista). All computers are able to access the internet and most can see the other network resources.

    ANY help would be greatly appreciated,

    jrmack
    Tags: accessing, dsl, ect, mx2300, mx2300n, onsite, scan, scanning, sharpdesk
    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 22930
      #2
      How up to date is the firmware?

      I had a customer with a MX3501 that was updating print drivers frequently. The newest drive was incompatible with the older version of firmware.
      If you'd like a serious answer to your request:
      1) demonstrate that you've read the manual
      2) demonstrate that you made some attempt to fix it.
      3) if you're going to ask about jams include the jam code.
      4) if you're going to ask about an error code include the error code.
      5) You are the person onsite. Only you can make observations.

      blackcat: Master Of The Obvious =^..^=

        Comment

        • Toner Boy
          Trusted Tech

          Site Contributor
          250+ Posts
          • Aug 2007
          • 357
          #3
          There were many versions of SharpDesk (which includes the Network Scanner Tool) since the year 2000. Latest version I believe was v1.11 (SharpDesk 3.2). An earlier version could be problematic?

            Comment

            • OMD-227
              #4
              Clearly not the photocopier's fault, therefore.... not your problem.... get outta there!! IT dept problem, let them deal with it!!
              Connect your laptop with a cross-over cable, setup latest drivers on the laptop, test all print, scan, copy functions.
              Once all of that is proven to work, you have just proven that there is no problem with the machine. Get the hell outta there!!
              If they had an IT guy change settings/drivers etc, not your problem.
              You said it yourself...... some PC's having trouble accessing resources on the network..... thats not the copier's fault is it....
              Let the IT guys take care of it. Prove it as a stand-alone machine that everything works, thats all you should need to do. Let the guys who played around with the network sort it out.

              Thats the way it is here anyway. Have fun mate.

                Comment

                • jrmack
                  #5
                  Thanks

                  I already had my ten-foot pole out but I think you may have the real answer, thanks


                  jrmack

                    Comment

                    • OMD-227
                      #6
                      Dont take any crap from a customer who instantly blames the copier & you. If you can prove it works fine as a stand-alone machine just connected to your laptop, then you can tell this customer with 100% confidence that it is not the copier's fault. You have just proven that everything works fine.... why bust your nuts onsite trying to fix an IT issue that is clearly based on a problem within the computer network. The problem you described is so clearly not the copier's fault. This has nothing to do with firmware or different versions of sharpdesk (although latest of each is always recommended), fix the copier, prove it works fine, forward the problem to the IT guys. That's their job.

                      I usually find that alot of customers blame the machine straight away. They call the copier tech in to fix it when it's an IT issue. You will probably find your hourly rate is cheaper than their outsourced IT guys hourly rate, so they will of course call the copier tech first.
                      Prove it works as a stand-alone with your laptop connection, show this evidence to the customer, smile & tell them very proudly that there is nothing more you can do here.... its a computer/network problem.

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