3253 freezing up

[Lawrence]

Howdy folks

Got a 3253 3.5 hours away that is randomly freezing up when doing scan to email. Its stuck on the scan screen during scanning the pages. Pic below. Apparently they can hit the cancel key and it takes them to job status but they can't do anything with it. The only solution is to reboot the copier. They had just been dealing with it and then the other day it locked up in a similar fashion during copying. It has not done this since. The user sent me a video of the panel locked up with a print job coming out.

So far:
Ive hit it with firmware on KFS (non turbo).
Had user ping the copier with -t and then go unplug network cable, no IP conflicts exist.

Any body else have any suggestions on what could possibly be at fault? I was thinking Main board or SSD but it still prints when it's in this state.

Thanks

Snapchat-107144564.jpg

[ihatefinishers13]

I would assume that the firmware took okay?

Is it happening every time they scan something? If it supposedly happened on copies, then I would think it's not just scanning, so a different mode of scanning wouldn't make a difference.

What is the age/approx page count? If it's old and/or high, I would think the HDD could be failing, as everything passes through it.

You could try to backup the machine(maybe even do two backups, one full backup while the other is just the settings necessary to test scanning), then run a U021 to wipe the settings back to factory, and just put the necessary data back for them to try it out. Then push the rest of the settings back on once you know one way or the other if it helped or didn't change anything.

[tmaged]

Had that happen recently and replaced the SSD. Make sure to back up everything before switching it out though.

[Ropariva]

I’d be pretty confident it’s a hardware issue. If you have the optional HDD try that first but my money is on the ssd. I’ve definitely had a few of those fail


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[Lawrence]

I was able to replicate the freezing on the machine by sending large scanner or copy jobs to it. In the middle of those jobs the document feeder would stop/pause feeding two to three times in the job and occasionally completely freeze up.
I tried hard drive first had to no longer replicate the symptoms.

Thx for your suggestions!

[KYO_OEM]

read/ write error in scan partition from SSD, i think
Run U917/ export
format SSD by external pc, delete all partitions and assemble again.
FW upgrade twice and U917/ import
I think system will work again.