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jamacdon
04-17-2008, 06:57 PM
I have 4 BizHub 500 systems and intermittently one of them will completely lockup. The console is somewhat operational and the current job status is set as "Deleting" however nothing ever happens. We have waited over 24 hours for the job to be deleted.

The web interface is accessible and the machine appears to look as though nothing is wrong with it. When we try to delete the locked job (which is already flagged as "Deleting") or any other job it just flags the job as deleting.

Sometimes all jobs will show as "Printing" instead of "Deleting".

The only way to recover from this is to cycle power which causes us to loose 15-20 jobs in the queue.

We have had this problem for about two years and have not been able to track anything down as to what is causing it.

Any help would be greatly appreciated.

Thank you

konisolver
04-18-2008, 05:00 AM
What firmware level? If you are using version 31 and printing from Adobe 8 there is a bug with the Visual PS driver. Update the unit to 31GUP and PsVisual to 310.

Juggy
04-18-2008, 03:31 PM
If you have a HDD installed try replacing with a new one. We had similar problem in a Bizhub 350 the machine used to freeze and we needed to power off and on to restart.

jamacdon
04-18-2008, 05:54 PM
What firmware level? If you are using version 31 and printing from Adobe 8 there is a bug with the Visual PS driver. Update the unit to 31GUP and PsVisual to 310.

The MFP Controller reports 50GA-0100-GUP-31-000 and using PCL Driver 3.01.00.00.

We do use Adobe however many times when it locks up it can be from a print job (word, outlook, adobe) or a copy job as well.

jamacdon
04-18-2008, 05:56 PM
If you have a HDD installed try replacing with a new one. We had similar problem in a Bizhub 350 the machine used to freeze and we needed to power off and on to restart.

This sounds like a possible solution however we have 4 systems and they all seem to freeze up. Do you think it could possibly a specific hard drive model or batch even?

On a side note we also have 2 BizHub 600's that do the exact same jobs and have never locked up.

redhawkpath
04-19-2008, 07:38 AM
This is definately a firmware issus. Try upping the firmware to the latest version.

Hard Drive Next, but first the firmware.

redhotrob
04-19-2008, 12:39 PM
At least with having more then one machine, only one with the problem, you can print off all the user and service setting to see if there is anything odd with that one.
And if you were to try a hard drive you could swap from one machine to the other.

jamacdon
04-21-2008, 07:49 PM
At least with having more then one machine, only one with the problem, you can print off all the user and service setting to see if there is anything odd with that one.
And if you were to try a hard drive you could swap from one machine to the other.

Actually they all have the lockup issue. It is not isolated to one machine.

Someone mentioned to me that it could be faulty or bad networking equipment. I can't see this being the case as we have various technologies on our net ranging from linux boxes to voip systems and nothing else has a problem.

Scott_Lewis
04-22-2008, 03:48 AM
Take note of which PC/user is at the top of the print queue when the controller locks up. It could be a single mangled computer sending garbage to the copier. He locks one up, then moves on to another.:eek::eek:

ITCHYFINGER
04-26-2008, 01:38 PM
I have 4 BizHub 500 systems and intermittently one of them will completely lockup. The console is somewhat operational and the current job status is set as "Deleting" however nothing ever happens. We have waited over 24 hours for the job to be deleted.

The web interface is accessible and the machine appears to look as though nothing is wrong with it. When we try to delete the locked job (which is already flagged as "Deleting") or any other job it just flags the job as deleting.

Sometimes all jobs will show as "Printing" instead of "Deleting".

The only way to recover from this is to cycle power which causes us to loose 15-20 jobs in the queue.

We have had this problem for about two years and have not been able to track anything down as to what is causing it.

Any help would be greatly appreciated.

Thank you
I AGREE WITH THE HARD DRIVE REPLACEMENT. I HAVE HAD SEVERAL 200'S AND A 350 LOCK UP SOLID AS WELL A 600. EVERY TIME THE FIX WAS REPLACING THE HARD DRIVE.

mitchl
04-26-2008, 03:21 PM
Has anyone else noticed that there's something about a copier that just pisses a HDD off to the max? I have never seen so many bad hard drives in my life since they started using them in copiers, I wonder if it doesn't have something to do with vibration or something along those lines or is it that they are made in China and other less than quality oriented locales?:confused:

By the way has anyone done any searching in the knowledge base for similar probs and fixes, if so what did you find? I'm sure if everyone here has seen the problem they must be recommending something or at least one would assume.

pepper38_cnd
04-26-2008, 05:54 PM
Just out of curiosity are the machines that are locking up setup to require access codes to copy and print?

jamacdon
04-28-2008, 05:07 PM
I AGREE WITH THE HARD DRIVE REPLACEMENT. I HAVE HAD SEVERAL 200'S AND A 350 LOCK UP SOLID AS WELL A 600. EVERY TIME THE FIX WAS REPLACING THE HARD DRIVE.

When your systems would lock up, was the console still operational? Could you still ping the machine and would it still accept jobs? I have been thinking about the hard drive issue and not sure if that would affect the entire operation of the machine or just the job processing.

I almost seems as though the entire machine is working fine except it has gone into a loop trying to cleanup after processing a job.

pepper38_cnd
04-28-2008, 05:22 PM
You didn't answer my question about access codes?

The reason I asked is because I have seen exactly what you are describing happen on some other machines when a person tries to delete a print job without entering the access code of the person who sent the print job. The que says deleting and the only way to reset is to power off. This is a firmware issue the machine should say access denied, and continue printing.

jamacdon
04-28-2008, 05:27 PM
Just out of curiosity are the machines that are locking up setup to require access codes to copy and print?

They do not require access codes on hte machine itself however there is a 3rd party device used to lock/unlock the machine. We have tried operating without this device hooked up and it still locks up.

pepper38_cnd
04-28-2008, 05:49 PM
If I understand correctly, you have 4 different Bizhub 500's exhibiting the same problem intermittently. How are you printing, is the driver loaded on the server and shared out? Has the driver been loaded more than once or more than one version been loaded? Try setting the print que on the server so only the administrator has rights to delete jobs from the que.

jamacdon
04-28-2008, 06:14 PM
If I understand correctly, you have 4 different Bizhub 500's exhibiting the same problem intermittently. How are you printing, is the driver loaded on the server and shared out? Has the driver been loaded more than once or more than one version been loaded? Try setting the print que on the server so only the administrator has rights to delete jobs from the que.

Yes, all 4 experience the same lockup problem. We have removed all drivers and residue from the server and have performed a clean install of the drivers. And yes the driver is shared out to XP SP2 clients. Only admin has rights to manage jobs on the server queue, however the lockup occurs on the actual BizHubs internal queue. The job is no longer on the server queue at this point.

pepper38_cnd
04-28-2008, 11:56 PM
You have really peaked my curiosity with this one:eek: I have seen network lockups when NIC is set to Auto and connected to a 1Gig switch, but you can still access the NIC. Anyway if this is the case and you have a fully programmable 1Gig switch (most 1Gigs are) then set the port that each Biz500 is connected to to 100M Half Duplex, actually try this with one machine to begin with and see if it helps. Let me know, what you find.

jamacdon
04-29-2008, 12:37 AM
You have really peaked my curiosity with this one:eek: I have seen network lockups when NIC is set to Auto and connected to a 1Gig switch, but you can still access the NIC. Anyway if this is the case and you have a fully programmable 1Gig switch (most 1Gigs are) then set the port that each Biz500 is connected to to 100M Half Duplex, actually try this with one machine to begin with and see if it helps. Let me know, what you find.

The main portion of our network is 1G however there is a 100Mbps Linksys 5 port switch at each BizHub as other devices at the station need net access as well.

I am pretty sure it is not a network issue as the system continues to receive incoming jobs and usually when there is a networking problem everything goes sideways.

It has locked up twice today already and 4 times last week - causing a major inconvenience for staff...

Next time it happens I will take try and take a digital pic of the console and post it

pepper38_cnd
04-29-2008, 12:54 AM
It only takes one corrupt job due to a switching issue and that job jams the que and others pile up behind it, It's 10 minutes to configure the port and machine to eliminate switching issues. Besides the driver the switch is the only thing all 4 machines have in common. try it on one machine and see what happens. This is also a cure for intermittent scan to email failure as well.

Scott_Lewis
04-29-2008, 05:45 AM
Is the next job in the queue always the same one or two people/computers? As long as you are looking at the hung copier two times a day, that shouldn't be hard to eliminate as a possible problem.

jamacdon
04-29-2008, 05:41 PM
It only takes one corrupt job due to a switching issue and that job jams the que and others pile up behind it, It's 10 minutes to configure the port and machine to eliminate switching issues. Besides the driver the switch is the only thing all 4 machines have in common. try it on one machine and see what happens. This is also a cure for intermittent scan to email failure as well.

I am going to try replacing one of the linksys switches with something else and see if that makes a difference.

jamacdon
04-29-2008, 05:44 PM
Is the next job in the queue always the same one or two people/computers? As long as you are looking at the hung copier two times a day, that shouldn't be hard to eliminate as a possible problem.

It is always from a different person/PC and a different type of job. We have also seen copy jobs from the ADF listed as the job at the top of the queue.

chuckhubbert
07-17-2008, 04:40 PM
You have really peaked my curiosity with this one:eek: I have seen network lockups when NIC is set to Auto and connected to a 1Gig switch, but you can still access the NIC. Anyway if this is the case and you have a fully programmable 1Gig switch (most 1Gigs are) then set the port that each Biz500 is connected to to 100M Half Duplex, actually try this with one machine to begin with and see if it helps. Let me know, what you find.

I hope I am not hijacking...

We have struggled with an issue similar to the original poster, except that it doesn't involve a paper jam. Sometimes, on both our 600 and our 750, we will scan a file and the machine locks up and says "transferring". It takes a power cycle to get it back.

I have done network packet analysis on the receiving end and when the lock up occurs the receiving system never sees any network traffic initialization from the scanner.

Our ROM Version for the MFP controller is 57AA-0100-G00-30-000. Is that firmware v30?

Both the 600 and the 750 are networked via a 10Mb connection.

Any thoughts or ideas? This has baffled our local folks, and it's frustrating for our users.

Thanks in advance,

Chuck

jamacdon
07-17-2008, 05:30 PM
I hope I am not hijacking...

We have struggled with an issue similar to the original poster, except that it doesn't involve a paper jam. Sometimes, on both our 600 and our 750, we will scan a file and the machine locks up and says "transferring". It takes a power cycle to get it back.

I have done network packet analysis on the receiving end and when the lock up occurs the receiving system never sees any network traffic initialization from the scanner.

Our ROM Version for the MFP controller is 57AA-0100-G00-30-000. Is that firmware v30?

Both the 600 and the 750 are networked via a 10Mb connection.

Any thoughts or ideas? This has baffled our local folks, and it's frustrating for our users.

Thanks in advance,

Chuck

I also have a 600 and it has never locked up. You may want to increase the network connection to a 100MBPs. Could be just a cheap hub not letting anything through.

Here are my ROM versions.

MFP Controller 57AA-0100-G00-30-000
Operation Panel Message Data 57AE-8100-G00-30-000
Fax Board Controller1 15LA-0040-G01-07-000
Image Controller 57AA-1000-G00-30-000
Printer C1 57BA-8201-G00-21-000
Printer C2 57BA-8202-G00-11-000
Printer C3 57BA-8203-G00-20-000
Printer C4 57AA-8204-G00-10-000
Printer C5 57AA-8205-G00-21-000
Punch & Z Unit 15KV-0071-00
Finisher 15JK-0071-G00-20-000

Joe

jamacdon
07-17-2008, 05:38 PM
I had originally suspected that the problem was environmental. After numerous tests and network monitoring we finally decided to pull the back off. The hard drive is packed in tight right against the circuit board and was smoking hot.

We bent the bracket so the hard drive was exposed which also forced us to leave the back off. We have not had a lockup in 3 weeks.

We have now drilled holes in the back panel of the BizHub so it looks like a peg board. This appears to now be providing sufficient circulation to our machines.

Will continue to monitor and post any changes.

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