XM3350 - Intermittent freezing

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  • arnh79
    Trusted Tech

    Site Contributor
    VIP Subscriber
    250+ Posts
    • Apr 2010
    • 464
    #1

    XM3350 - Intermittent freezing

    I've got a customer with an XM3350 with about 6-8 users. Every couple of days they report that the machine locks up. Control panel is unresponsive and no print jobs will come out. They have to unplug to get it working again. There is no record of anything unusual when I print out the Event Log - it just shows a power on restart event, but no error previous to that.

    I've seen bad drivers cause similar issues so I changed the IP of the printer and loaded the latest driver on all PC's. Obviously, I've also made sure FW is up to date.

    My next plan is to factory reset and see if that helps. But I'm wondering if anyone is having similar issues or has any ideas on the cause?
    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"?
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    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 22927
      #2
      I'm not finding the documentation, but there have been ongoing issues with Lexmarks and print fonts. In you print driver settings look for a checkbox: "download fonts from the web ... " This has solved a lot of issues for me.

      So, yes, driver related. =^..^=
      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 =^..^=

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        • arnh79
          Trusted Tech

          Site Contributor
          VIP Subscriber
          250+ Posts
          • Apr 2010
          • 464
          #3
          Very interesting, thanks for that tip! I'll look into that when I'm next on site.
          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"?

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            • arnh79
              Trusted Tech

              Site Contributor
              VIP Subscriber
              250+ Posts
              • Apr 2010
              • 464
              #4
              Originally posted by blackcat4866
              I'm not finding the documentation, but there have been ongoing issues with Lexmarks and print fonts. In you print driver settings look for a checkbox: "download fonts from the web ... " This has solved a lot of issues for me.

              So, yes, driver related. =^..^=
              I've gone through the print driver and I don't see that option anywhere. I've been loading the XL driver. Could it be that option isn't available on that driver type?
              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"?

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                • blackcat4866
                  Master Of The Obvious

                  Site Contributor
                  10,000+ Posts
                  • Jul 2007
                  • 22927
                  #5
                  It's a PCL driver and it's: Download as bitmaps.

                  I found a database entry.
                  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 =^..^=
                    👍 1

                    Comment

                    • dalewb74
                      Service Manager

                      Site Contributor
                      1,000+ Posts
                      • Feb 2018
                      • 1117
                      #6
                      make sure that your customer is turning the machine off before they unplug it. so many are bad about just unplugging it. and of course, you are creating a power surge when you do that. i am with blackcat. i work on lexmarks every day and haven't run into this. i would do as black suggest, get the pcl driver. do they use it to scan, fax, or anything else? which function are they using when it freezes up? just printing? i think its gonna come down to operator error.

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