XM1342 / MX431 - Screen stuck on swirling circle

[arnh79]

We have quite a few Lexmark's in the field, but they've been so reliable I haven't had to do much troubleshooting for weird issues. But this came up today. They were complaining about error 900.00 being displayed on screen throughout the day. I went over and upgraded FW from the panel to latest version: MXTGM.230.217. It upgraded with no problems, I ran some tests and everything was fine. A few hours later they called back and said the screen is now stuck displaying the spinning circle (like what you seen on boot up). They tried rebooting, but it still stays stuck on that spinning circle.

Any ideas on what to do next? I haven't run into this before.

[dalewb74]

unplug it. release residual power. plug in and boot. also are you certain you updated with the correct version firmware?
you might want to ask the customer what they are trying to print. i have had issues with customer printing directly from websites. you need to save the file first to PC. then open it from wherever it was saved on the PC, then print.