e-Bridge X Issues

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  • arnh79
    Trusted Tech

    Site Contributor
    VIP Subscriber
    250+ Posts
    • Apr 2010
    • 455
    #1

    e-Bridge X Issues

    When Toshiba first released EBX with the e2540c series we had multiple machines that would randomly lock up. The customer would hit a button and the control panel would freeze and they'd have to reboot to get it working. We replaced HDD's, installed line filters, tried everything, but realized that since it was happening at more then one customer it had to be firmware issue. Every new f/w release we'd run around to the now hostile customers who hate their new machines and upgrade, but the problem remained. Finally, after several months, v.3000 or v.3111 (can't remeber which one ) fixed the issue. Now, surprise, surprise (he says sarcastically) the EBX black and white machines are doing the SAME THING! They were released after a solution was found for the color machines so you'd think they'd have all the bugs worked out. But, in typical Toshiba fashion, they failed to do any field tests and just released the product for us to trouble-shoot. (Remember the e3511 anyone?) Our first e306 is in the field and locking up at regular intervals. So once again I have to make up excuses to angry customers while I wait several months for a f/w fix. Am I the only one seeing these problems?

    Thanks for letting me rant...its just been one of those days...
    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"?
    Tags: bridge, drivers, ebx, firmware, freezing, good, issue, occurring, reject, set, update
    • bauer
      Technician

      50+ Posts
      • May 2007
      • 72
      #2
      Re: e-Bridge X Issues

      Are you by any chance updating the printer drivers as well as the firmware?:

        Comment

        • arnh79
          Trusted Tech

          Site Contributor
          VIP Subscriber
          250+ Posts
          • Apr 2010
          • 455
          #3
          Re: e-Bridge X Issues

          The issue is on a machine that went in with latest f/w and driver, so there shouldn't be a conflict.
          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

            • sneaky41
              Technician
              • Dec 2010
              • 35
              #4
              Re: e-Bridge X Issues

              i totally agree with you esp on the many problems we encountered with the 3511. We are still lucky this side we just started selling the e2540c - so far 5 units and so far not experience the freezing issue. Thank you for this info, we will anticipate these.

              btw, which ebx black & white models are you referring to? lately after toshiba releases a model, a new batch with new CCD are released but this time with a different firmware. One has to be very careful in choosing the right firmware since it is not applicable to the version with an old ccd.

                Comment

                • arnh79
                  Trusted Tech

                  Site Contributor
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                  250+ Posts
                  • Apr 2010
                  • 455
                  #5
                  Re: e-Bridge X Issues

                  The b&w we're having issues with is an e306. I've seen the bulletins about the CCD change and have taken that into account. But thanks for the reminder , with so many things we techs have to keep track of these days it's a wonder we even remember how to spell our names! The e306 came from factory with latest f/w and drivers, so I know I couldn't have screwed it up! I'll keep everyone posted on this issue. Right now just waiting for next f/w and praying it fixes the issue. I wish we had better support from Toshiba on these issues. Whenever I email I'm just told to upgrade the f/w, even though I carefully explained that I've already done that. My guess is that they know EBX is crap right now and are just pushing us off with "upgrade the f/w" messages because they know there is no solution right now.
                  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

                    • jamesyboy
                      toner monkey

                      100+ Posts
                      • Jul 2010
                      • 188
                      #6
                      Re: e-Bridge X Issues

                      I had various issues with e bridge x colour machines which firmware 3000 resolved as long as hdd was formatted

                      Driver seem an issue dont like the universal driver ; strip it off the server and install ps driver

                      had a blk machine a 456 hanging when scanning changed driver fine

                      there a 3300 version out now !!!!

                      also watch out the firmware can change setting on p counters / follow me printing

                        Comment

                        • TheOwl
                          Service Manager

                          Site Contributor
                          1,000+ Posts
                          • Nov 2008
                          • 1733
                          #7
                          Re: e-Bridge X Issues

                          There has recently been a new Universal Driver which Toshiba AUS are still testing, but I managed to get a copy early for a problematic site.

                          The new UniDRV works a treat and solves alot of issues that the original had.

                          The best part of the new driver is that all the file names are different so it will install along side the old driver with out having to strip the original files out.

                          When it comes out (if it hasn't already) I would suggest everyone moves to this driver.
                          Please don't ask me for firmware or service manuals as refusal often offends.

                            Comment

                            • didi2005
                              Trusted Tech

                              250+ Posts
                              • May 2011
                              • 401
                              #8
                              Re: e-Bridge X Issues

                              This new Universal Driver will access temp folder on client pc...

                              I have customer having error messages when we clicked on Printing Preferences with McAfee Access Protection enabled where the temp folder is monitored...

                              Both Universal Driver & PS3 having similar issue...

                              1.jpg

                                Comment

                                • TheOwl
                                  Service Manager

                                  Site Contributor
                                  1,000+ Posts
                                  • Nov 2008
                                  • 1733
                                  #9
                                  Re: e-Bridge X Issues

                                  Originally posted by didi2005
                                  This new Universal Driver will access temp folder on client pc...

                                  I have customer having error messages when we clicked on Printing Preferences with McAfee Access Protection enabled where the temp folder is monitored...

                                  Both Universal Driver & PS3 having similar issue...

                                  [ATTACH=CONFIG]16575[/ATTACH]

                                  These are the files that are within a zip file which used to be kept under:

                                  %systemroot%\system32\spool\drivers\w32x86\3 for 32Bit systems
                                  %systemroot%\system32\spool\drivers\x64\3 for 64Bit systems

                                  The biggest issue that Toshiba had was that most Corporate networks would deny normal users access to anything within the Windows folder.

                                  I might have to do some playing around with that as I haven't had any issues with other AV software in the "Temp" folder.
                                  Please don't ask me for firmware or service manuals as refusal often offends.

                                    Comment

                                    • didi2005
                                      Trusted Tech

                                      250+ Posts
                                      • May 2011
                                      • 401
                                      #10
                                      Re: e-Bridge X Issues

                                      The machine is actually demo for customer...Their IT personnel install the printer driver themselves...Then having printing issue where certain data/text is missing from the printout...Later IT personnel discover the error occur when trying to edit printer properties...
                                      Then I've follow up the issue and found that it was blocked by the AV software...
                                      The funny part is that existing Canon machines do not have this kind of problem...
                                      End up customer reject the machine and use back Canon machines...

                                        Comment

                                        • TheOwl
                                          Service Manager

                                          Site Contributor
                                          1,000+ Posts
                                          • Nov 2008
                                          • 1733
                                          #11
                                          Re: e-Bridge X Issues

                                          Originally posted by didi2005
                                          The machine is actually demo for customer...Their IT personnel install the printer driver themselves...Then having printing issue where certain data/text is missing from the printout...Later IT personnel discover the error occur when trying to edit printer properties...
                                          Then I've follow up the issue and found that it was blocked by the AV software...
                                          The funny part is that existing Canon machines do not have this kind of problem...
                                          End up customer reject the machine and use back Canon machines...
                                          That's unfortunate.

                                          Toshiba really managed to stuff things up with their UniDRV platform. While the idea is a great one, the actual practice proved to show many holes within the new framework.
                                          Please don't ask me for firmware or service manuals as refusal often offends.

                                            Comment

                                            • arnh79
                                              Trusted Tech

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                                              250+ Posts
                                              • Apr 2010
                                              • 455
                                              #12
                                              Re: e-Bridge X Issues

                                              Now our second black and white EBX machine in the field is locking up, an e756. This customer does about 20k a week on the machine and its about to get ugly... Am I asking too much to actually field test these machines before they're released!?!? We've taken on a competitors line and I'm strongly recommending replacing our Toshiba's with them. I'm sick of facing problems you can't fix because it's a f/w or driver issue!
                                              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

                                                • arnh79
                                                  Trusted Tech

                                                  Site Contributor
                                                  VIP Subscriber
                                                  250+ Posts
                                                  • Apr 2010
                                                  • 455
                                                  #13
                                                  Re: e-Bridge X Issues

                                                  Upgraded f/w to v.1500 - no change.
                                                  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

                                                    • SalesServiceGuy
                                                      Field Supervisor

                                                      Site Contributor
                                                      5,000+ Posts
                                                      • Dec 2009
                                                      • 7807
                                                      #14
                                                      Re: e-Bridge X Issues

                                                      Perhaps the firmware is not the issue. Did you try replacing the RAM or System Board? Also are you using the Universal Print driver or the PS3 driver? I have had no reported issues with the PS3 driver. I recently installed 2x e556 and 2x e256 and have had none of the lock up issues you are reporting.

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                                                        • arnh79
                                                          Trusted Tech

                                                          Site Contributor
                                                          VIP Subscriber
                                                          250+ Posts
                                                          • Apr 2010
                                                          • 455
                                                          #15
                                                          Re: e-Bridge X Issues

                                                          Replaced memory on e306 and...wait for it...say it with me folks...no change! Some days I just love my job...
                                                          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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