ES 5540C "locked up"

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  • aAandy
    Trusted Tech

    Site Contributor
    250+ Posts
    • Apr 2012
    • 370
    #1

    ES 5540C "locked up"

    hey everyone

    a bit of a head-stomper here i thought i'd share with you all, on the off chance someone has seen this before

    called out to this machine, client said they can't print to it and it didn't go into energy saver mode last night

    no error codes, machine appears fine, lets you know when a cover is open, so i try to do a count print - machine just hung, froze, couldn't do anything after hitting the "print counter" button, so i tried to shut it down via the control panel to no avail, i had to turn the power off

    started her back up in 08 mode to do some HDD tests,,, no 08 functions would operate so i shut the machine down from the control panel, this time it went into shut-down mode and shut off. Powered her back up in 04 mode to print out error history, screen displayed "wait, warming up" for several minutes before coming ready, tried to print and nothing worked at all, same as 08 mode - shut down via control panel worked here too

    fired her up normally, waited til ready, then tried to copy, stuck paper in the ADF, hit the copy button and nothing, no ADF movement, no copy, no error, no jam, machine didn't lock up/freeze - checked job list and found a few jobs, one ready to print and 2 paused, i attempted to delete them but they wouldn't delete

    attempted control panel shut-down failed again, so i turned off the power & removed the ethernet connection, when i powered her back up the print queue was empty, but still nothing worked and it froze when i tried to print the counter,,,, control panel shut down failed, had to turn it off

    has anyone got anything? any suggestions warmly welcomed

    thanks in advance

    Andy
    Tags: None
    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 22997
      #2
      Re: ES 5540C "locked up"

      I think I'd start by formatting the HDD, and re-loading the firmware. You may have an error occur during this process that will point you in the right direction. Or the HDD may not format properly. Or the firmware may not load. But this is the first road I would follow. =^..^=
      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

        • aAandy
          Trusted Tech

          Site Contributor
          250+ Posts
          • Apr 2012
          • 370
          #3
          Re: ES 5540C "locked up"

          Originally posted by blackcat4866
          I think I'd start by formatting the HDD, and re-loading the firmware. You may have an error occur during this process that will point you in the right direction. Or the HDD may not format properly. Or the firmware may not load. But this is the first road I would follow. =^..^=
          i was thinking along the same lines, but seeing no "08" functions work, i'd have to format and firmware it on another machine,, which i don't have

            Comment

            • blackcat4866
              Master Of The Obvious

              Site Contributor
              10,000+ Posts
              • Jul 2007
              • 22997
              #4
              Re: ES 5540C "locked up"

              That is not correct. You cannot do it on another machine, then move it over. Use 3C mode to format the drive and reset the admin password. If you cannot get into 3C mode, then I would think about a system board or SRAM. =^..^=
              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

                • aAandy
                  Trusted Tech

                  Site Contributor
                  250+ Posts
                  • Apr 2012
                  • 370
                  #5
                  Re: ES 5540C "locked up"

                  Originally posted by blackcat4866
                  That is not correct. You cannot do it on another machine, then move it over. Use 3C mode to format the drive and reset the admin password. If you cannot get into 3C mode, then I would think about a system board or SRAM. =^..^=
                  silly me,, spoke before thunking

                  i was wondering, if i can't get into 3C, i can remove their HDD and run some special diags on it (i repair confusers too and have nice software),, then if possible ghost it to a new HDD

                  thoughts?

                    Comment

                    • arnh79
                      Trusted Tech

                      Site Contributor
                      VIP Subscriber
                      250+ Posts
                      • Apr 2010
                      • 467
                      #6
                      Re: ES 5540C "locked up"

                      I don't think that will work. At least in my region, the e5540c series all used WIPE HDD's. They're locked to the machine and can only be replaced by the same type which Toshiba manufactures. It makes troubleshooting a real challenge. But for what it's worth, I agree with blackcat, HDD is most likely culprit. The OS on those were pretty flakey, especially the earlier f/w versions.
                      Why does every customer think they're the first one to ever say: "you've been here so much we should get you an office, ha, ha, ha"?

                        Comment

                        • blackcat4866
                          Master Of The Obvious

                          Site Contributor
                          10,000+ Posts
                          • Jul 2007
                          • 22997
                          #7
                          Re: ES 5540C "locked up"

                          During the firmware writing process a directory is created to find the firmware, and it's stored on the MFP. Cloning won't work. Each directory is unique.If you were to take two perfectly functioning MFP's and swap the HDD's neither one would initialize. =^..^=
                          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

                            • didi2005
                              Trusted Tech

                              250+ Posts
                              • May 2011
                              • 401
                              #8
                              Re: ES 5540C "locked up"

                              Originally posted by aAandy
                              silly me,, spoke before thunking

                              i was wondering, if i can't get into 3C, i can remove their HDD and run some special diags on it (i repair confusers too and have nice software),, then if possible ghost it to a new HDD

                              thoughts?
                              This ADI/SED/WIPE HDD is different from normal SATA HDD...


                              I've tried connect it normal dekstop PC, the HDD is not detectedable...Not able to convert it to normal HDD use...


                              Ghost/clone on ADI/SED/WIPE HDD is not workable...


                              But u can take the same type of HDD from other MFP, format HDD and update firmware on your MFP if really HDD problem.

                                Comment

                                • Luther
                                  Senior Tech

                                  500+ Posts
                                  • May 2006
                                  • 682
                                  #9
                                  Re: ES 5540C "locked up"

                                  Does this machine have a fax unit? I just went thru the same thing with a 456 and it was the fax unit i disconnected it and the machine worked fine, had to replace the fax unit

                                    Comment

                                    • ShonRipz
                                      Technician
                                      • May 2017
                                      • 33
                                      #10
                                      Re: ES 5540C "locked up"

                                      I would reformat the hdd and reload firmware. We order these hdds from hytec. Their website has a component parts search.

                                        Comment

                                        • aAandy
                                          Trusted Tech

                                          Site Contributor
                                          250+ Posts
                                          • Apr 2012
                                          • 370
                                          #11
                                          Re: ES 5540C "locked up"

                                          thank you all very much for your suggestions

                                          spoke with the client today, the machine had been powered down a few days and they turned it on this morning and it's now working - guess i'd better run some HDD diags on it to be sure it's OK

                                          it does have a fax option, i'll check that out too and should it fail again, disconnect it and see

                                          again thank you all for your time, expertise and suggestions

                                          Andy

                                            Comment

                                            • Vincent128
                                              Trusted Tech

                                              Site Contributor
                                              250+ Posts
                                              • Sep 2015
                                              • 346
                                              #12
                                              Re: ES 5540C "locked up"

                                              It's not likely to work for long. I have had little luck with any HDD error code staying away for long. If you get the machine to function, clone the thing and replace the HDD.

                                              FYI; here is how I understand the Wipe Drive/SED drive thing to work...

                                              During the computers (copier or PC, etc) boot strap process it sends out a detect signal on the buss asking whats out there as drives. The SED will initially show up in BIOS as a very small partition. This kicks off the drive to start asking the BIOS if it knows the decryption key. If the bios says no I don't have a key the drive deletes its copy of the key from its own local memory and you are left with a drive that only the NSA can read more or less. On the MFP we have a mechanism by which that key is also stored in places on the machine so we can move it around a little. On a standard PC you have no way of offloading that key from the MFP into your computer.

                                              This in no way breaks the drive, just a data - plug the drive into your computer and format it and if your OS is capable of SED they will generate a key and now your new computer drive will only work on your computer. If your OS is not capable of SED you simply get an un-encrypted drive like you normally would.

                                                Comment

                                                • toshibaestudio
                                                  Trusted Tech

                                                  100+ Posts
                                                  • Jun 2016
                                                  • 116
                                                  #13
                                                  Re: ES 5540C "locked up"

                                                  Originally posted by Vincent128
                                                  It's not likely to work for long. I have had little luck with any HDD error code staying away for long. If you get the machine to function, clone the thing and replace the HDD.

                                                  FYI; here is how I understand the Wipe Drive/SED drive thing to work...

                                                  During the computers (copier or PC, etc) boot strap process it sends out a detect signal on the buss asking whats out there as drives. The SED will initially show up in BIOS as a very small partition. This kicks off the drive to start asking the BIOS if it knows the decryption key. If the bios says no I don't have a key the drive deletes its copy of the key from its own local memory and you are left with a drive that only the NSA can read more or less. On the MFP we have a mechanism by which that key is also stored in places on the machine so we can move it around a little. On a standard PC you have no way of offloading that key from the MFP into your computer.

                                                  This in no way breaks the drive, just a data - plug the drive into your computer and format it and if your OS is capable of SED they will generate a key and now your new computer drive will only work on your computer. If your OS is not capable of SED you simply get an un-encrypted drive like you normally would.
                                                  I'm curios is there anyway to convert the Wipe HDD to normal HDD use?

                                                    Comment

                                                    • Vincent128
                                                      Trusted Tech

                                                      Site Contributor
                                                      250+ Posts
                                                      • Sep 2015
                                                      • 346
                                                      #14
                                                      Re: ES 5540C "locked up"

                                                      Originally posted by toshibaestudio
                                                      I'm curios is there anyway to convert the Wipe HDD to normal HDD use?
                                                      you mean in a copier?...I have not tried it but I would imagine you just put it in and format.
                                                      Just like if you used the SED in a computer that was not capable of SED at format its just a normal drive.

                                                        Comment

                                                        • arnh79
                                                          Trusted Tech

                                                          Site Contributor
                                                          VIP Subscriber
                                                          250+ Posts
                                                          • Apr 2010
                                                          • 467
                                                          #15
                                                          Re: ES 5540C "locked up"

                                                          According to the documentation from Toshiba (and many conversations with tech support) the copier will not accept a non-wipe HDD. It's designed that way so that the security standards set out by Toshiba can't be altered by putting in a "non-secure" HDD. It's a pain, but that's part and parcel of dealing with our paranoid, security obsessed world.
                                                          Why does every customer think they're the first one to ever say: "you've been here so much we should get you an office, ha, ha, ha"?

                                                            Comment

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