Xerox 7845 The Device is Not available and No Communications with Xerox SMart

[patterson70]

Hello, I am having this issue with a 7845 at a customer site and I have the warnings:

The Device is not available
System Error. Power off then On and notify System Administrator.
No Communications with Xerox SMart eSolutions server. Contact System Admini....

In the Fault History I have 341.340.00 along with others but I think this is the one to attack first.

In service mode I get in the dc122 Fault History saying that code is MCU Nvm (EEPROM) Data Fail

I have researched this but am not coming up with anything. Could anyone give advice? I do work on these but this one is out of my realm.

[Exok]

Re: Xerox 7845 The Device is Not available and No Communications with Xerox SMart

341-340, MDM EEPROM Data Fault.
Procedure:
1. Turn power OFF and ON.
2. Install the correct version of the IOT Firmware (see below)
3. Initialize the IOT NVM. (Check the NVMs vs the defalut list that is usually tucked in a small pocket in trays 1 or 2)
4. If the problem persists replace the following parts in sequence:
MDM PWB
MCU-PF PWB

Installing firmware:
I would recommend using the Forced AltBoot method for this one.

Download the software here:
WorkCentre 7830/7835/7845/7855 with built-in controller File Download

Unzip this and open the folder, locate the file "Work_Centre_7845-55_system_sw#07304007534540#ENG_MOD.DLM"

This is the latest general release software for this machine that will take the machine to connect key level 2.0 software.
When installing in the AltBoot method, there is no need for any pre-patch files.
Installing software using the AltBoot method clears all settings back to factory defalut.
Doing a Forced Altboot ensures that all parts of the software are written over no matter what level the previous software is at.

You need to create a file now. Make a new text document. Do not write anything in the document. Name the document, "FORCED_UPGRADE" just like that in caps. Now delete the file extension, the ".txt"

Take a thumb drive (2 or 4GB size is best) and create a folder on it called "Altboot".
Inside that folder, place both the DLM file you downloaded from Xerox.com and the FORCED_UPGRADE file you created.
Power off the machine.
Insert the thumb drive into one of the rear USB ports.
Power the machine on.
In a few minutes, the machine should enter software upgrade mode.
Allow the machine to do it's thing and don't power the machine off during this process.
When it's complete it should print out a sheet indicating that the software has been upgraded.
All custom settings will need to be done over such as network settings, scan, email, fax, etc.

If you have an old CLONE file, it may not work. There are 3 levels of software so far:
Connect Key 1.0 (software starts with version 071.)
Connect Key 1.5 (software starts with version 072.)
Connect Key 2.0 (software starts with version 073.)
clone files save most all your custom settings to make it easy to set the machine back if an Altboot needs to be done. Clone files from one level (1.0) to another (1.5,2.0) will not work. Once your machine is up and running and all custom settings have been manually configured and all features are working properly, log on the machine's web page from a networked computer. Enter the machine's IP address to open the Web UI. Log in as the administrator Login:admin, password:1111. Click the properties tab and locate machine clone option to create a clone file. This is also where you would go if you were installing a previously saved clone file.

[Exok]

Re: Xerox 7845 The Device is Not available and No Communications with Xerox SMart

PS, don't worry about the "no communications with xerox Smart server". That's used for automatic supply reordering if you are on that program with xerox. That can be turned off from the Web UI so you don't see that message anymore.

[patterson70]

Re: Xerox 7845 The Device is Not available and No Communications with Xerox SMart

Many thanks for this, I will let you know how it resolves the situation. If you know the solution to the same model on another floor that is non functional; has no display and the buttons to the left and right stay lit. I can hear the controller fan buzzing so it is on at least. It is actually rather loud.

[patterson70]

Re: Xerox 7845 The Device is Not available and No Communications with Xerox SMart

I have not resolved the issue yet, but another tech took a look and said the SIM card is missing. Do you know if that would cause this issue? I cannot get any other information besides that.

[Exok]

Re: Xerox 7845 The Device is Not available and No Communications with Xerox SMart

I wouldn't think the sim card to be the problem in this case.
On your 2nd machine with black display, I would suspect a faulty Low Voltage Power Supply (LVPS).

[patterson70]

Re: Xerox 7845 The Device is Not available and No Communications with Xerox SMart

Appreciate very much this info as well. I am not the lead tech on it anymore but will pass it on and if I find out the resolution I will let you know. I am just wondering what (if anything) would the message be if the SIM card was removed? Someone before I got there removed it and I did not catch it. For the second machine I will see if that resolves the blank display with all lights on.

[Exok]

Re: Xerox 7845 The Device is Not available and No Communications with Xerox SMart

Once the machine is installed and the speed has been set, the SIM card does not need to be in the SIM slot. You will only need the SIM if the SD card is replaced.

[patterson70]

Re: Xerox 7845 The Device is Not available and No Communications with Xerox SMart

Thanks, so I am wondering if the SD card was missing and that might give that message on the display? I did not check for that. I work mostly on Ricohs and if the SD card is missing I know it won't function for scanning and printing but not sure if the display would indicate anything.