3503z scanning issue

[ABS tect]

I hate these scans issues because it could be a million different things....

I have a customer with (4) MP C3503's...1 of the 4 is a Z model. Their IT guy on site has all 4 hooked up to scan to a folder on their network server. 3 of the 4 work absolutely fine. The Z model however, stopped working last week, the only thing anyone can think of happening in regards to the machine is someone turning the breaker off to that room it was in.

When i say "stopped working", i mean just the scans. It prints, faxes, pings, WIM pulls up. But as soon as you send a scan it immediately goes to "waiting" in the file status. Again all machines have the same folder authentication credentials and same path mapped out...the other 3 work fine.

I reformatted the HDD, did 5-801-10 & 11, brought a fresh copy of firmware with me. The only thing that the ROM didn't match with the NEW on the firmware was the System/Copy. Updated. Still no go.

Did a side by side comparison of the Interface Settings List from 2 of the other 03's there and they are identical.

Any ideas? I'm stumped

[slimslob]

Re: 3503z scanning issue

Possible corrupted firmware for supporting SMB v2/3. Try reflashing.

[ABS tect]

Re: 3503z scanning issue

Possible corrupted firmware for supporting SMB v2/3. Try reflashing.

I'll check the SMB v2/3...

Pardon my ignorance, what do you mean by reflashing?

[Phil B.]

Re: 3503z scanning issue

I'll check the SMB v2/3...

Pardon my ignorance, what do you mean by reflashing?

reload.. do one module at a time

[anothertech]

Re: 3503z scanning issue

I am not familiar to the z model, does it use the same firmware? Where do you find information on the z model?

Is the machine on the same subnet as the other three machines?

Can you ping the server from the machine?

[8T2]

Re: 3503z scanning issue

Is the machine on static IP of DHCP?

As anothertech said could be a configuration issue. Thinking if someone cut power to that area maybe there's a switch that also lost power and a setting changed.

I would also check if I can find the share folder if I browse the network via the machine

Sent from my WAS-LX1 using Tapatalk

[ABS tect]

Re: 3503z scanning issue

I am not familiar to the z model, does it use the same firmware? Where do you find information on the z model?

Is the machine on the same subnet as the other three machines?

Can you ping the server from the machine?

Is the machine on static IP of DHCP?

As anothertech said could be a configuration issue. Thinking if someone cut power to that area maybe there's a switch that also lost power and a setting changed.

I would also check if I can find the share folder if I browse the network via the machine

Sent from my WAS-LX1 using Tapatalk

Different firmware from the regular 03's...same subnet...have not tried pinging from the machine.

And that's a good idea to browse the network via the machine to see if i can find the folder. I'll give that a shot.

I'm going back today i'll report any findings, Thanks all

[Mr Magic]

Re: 3503z scanning issue

I hate these scans issues because it could be a million different things....

I have a customer with (4) MP C3503's...1 of the 4 is a Z model. Their IT guy on site has all 4 hooked up to scan to a folder on their network server. 3 of the 4 work absolutely fine. The Z model however, stopped working last week, the only thing anyone can think of happening in regards to the machine is someone turning the breaker off to that room it was in.

When i say "stopped working", i mean just the scans. It prints, faxes, pings, WIM pulls up. But as soon as you send a scan it immediately goes to "waiting" in the file status. Again all machines have the same folder authentication credentials and same path mapped out...the other 3 work fine.

I reformatted the HDD, did 5-801-10 & 11, brought a fresh copy of firmware with me. The only thing that the ROM didn't match with the NEW on the firmware was the System/Copy. Updated. Still no go.

Did a side by side comparison of the Interface Settings List from 2 of the other 03's there and they are identical.

Any ideas? I'm stumped

Could be DNS issue. Try using PC name instead of IP within the path. You said FW OK? Mmmmm....

[Dan G]

Re: 3503z scanning issue

is it possible to move the machine to a working machine location and test it there to eliminate a network issue?
Has smb 2 / 3 been somehow disabled on this unit in the WIM?

[ABS tect]

Re: 3503z scanning issue

Ok I just went out...still not working. Thankfully this client is about 5 min away from me.

Here are my findings.

I could ping the server from the machine.
I could not browse the folder though from the machine, it says connection failed immediately. However, it also does the same thing on the other machines. I believe firewall or network settings with the server there doesn't allow that.
I reflashed the firmware.

I noticed I couldn't find the SMB advanced client settings to enable smbv2/3. Which means either my firmware is old or something is wrong there.
Before I go down that trail though I noticed on one other machine it also didn't have the SMB advanced client settings just the same and it still scans just fine.

One thing worth mentioning that their onsite IT guy just clued me into, was that apparently the machine dropped a debug log sheet into the scans folder that the scans were being sent to...it was sent on the morning of the power outage. He emailed the error log and I will post it when I get back to my computer. But does that have anything to do with it? We've tried multiple subfolders of scans that the other machines are working on so we aren't trying to send it to the same folder where that debug log is.

Is this a software or hardware issue?

[anothertech]

Re: 3503z scanning issue

If your op panel firmware is out of date, it could be why you don't see the SMB settings on the panel, try looking for them in WIM.

[ABS tect]

Re: 3503z scanning issue

Here is the debug log...does this mean anything to anyone? I have no clue what this is:

[1203/161033.272:ERROR:crash_report_database_win.cc(469)] failed to stat report
[1203/161205.963:ERROR:crash_report_database_win.cc(469)] failed to stat report
[1203/161302.298:ERROR:crash_report_database_win.cc(469)] failed to stat report
[0123/114028.276:ERROR:crash_report_database_win.cc(469)] failed to stat report
[0123/134348.653:ERROR:crash_report_database_win.cc(469)] failed to stat report

[8T2]

Re: 3503z scanning issue

Maybe connect the machine directly to a laptop and test scan to folder. That way you bypass all possible points of failure just to confirm that the problem is not the actual machine.

If successful move it to one of the network points where you have a working machine if possible as someone else mentioned.

If successful it's maybe a faulty point, network cable or even the port on the switch itself. Not knowing the layout of the network I still suspect that area has its own switch that lost a setting when they cut the power.

Sent from my WAS-LX1 using Tapatalk

[ABS tect]

Re: 3503z scanning issue

Maybe connect the machine directly to a laptop and test scan to folder. That way you bypass all possible points of failure just to confirm that the problem is not the actual machine.

If successful move it to one of the network points where you have a working machine if possible as someone else mentioned.

If successful it's maybe a faulty point, network cable or even the port on the switch itself. Not knowing the layout of the network I still suspect that area has its own switch that lost a setting when they cut the power.

Sent from my WAS-LX1 using Tapatalk

I like that idea...thanks man, I'll go through those steps next.

[ABS tect]

Re: 3503z scanning issue

Anybody know what that debug log is all about? Do i need to do something with that?