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Network/copier communication issues

Posted on 2013-06-14
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Last Modified: 2013-12-21
We have 2 different types of copiers that are connected to the network.  For some reason every morning we have to power cycle the copiers in order for them to connect back up with the network.   We never used to have to do this until some guy running a security audit on our systems flooded it with crap.  We lost our exchange server but the domain controllers remained intact.  Does anyone know of a setting somewhere that would cause this problem.  

Our printers don't have the issue and they are all on the same vlan.  
We have tried different drivers, upgraded firmware, changed the half/full duplex options and nothing has worked.  The vendor can not figure it out either so needless to say we have resigned ourselves to power the copiers on and off every morning for the last year.
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Question by:taadmin
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10 Comments
 
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Expert Comment

by:smckeown777
ID: 39248731
So you can't ping these devices the next morning if you leave them running overnight?

What make/models are they?

If power cycling these devices gets them running again that would point to a hardware issue of some sort I'd guess - hardly models with removable network cards no?

This 'crap' your audit company installed - can you explain that a bit more? So this started right after they were onsite? If it were me I'd get them back to explain what exactly they did
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Author Comment

by:taadmin
ID: 39248759
It was an interrogation of the network by the security auditor.  I do not know what the guy was using and maybe it has nothing to do with anything.


You can not ping them and they do not have removable network cards

These are Oce Variolink 6022's
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by:smckeown777
ID: 39248800
So you updated the firmware on the devices yes? Strange that 2 are showing the same issues...
When you say the 'vendor' you mean the manufacturer of the device itself?

Do they not have a diags package to talk to the copier? Any internal logging facility within the copier? Normal network devices(like printers) have an internal log that shows issues(paper jams etc etc) - nothing on these devices to show this type of info?

Does it have a web interface at all?

Not sure if you have the time, but I'd hook a print server up to one of them and see if the device stays up - so basically a print server which then connects to the parallel port on the copier - this will help to determine if this is purely a network issue

Hard one to fix since we've no logs either on the device or otherwise...and if manufacturer can't assist that's worse...I assume the copier still functions without power cycling(i.e. it still can be used to copy documents and its just a network issue?)
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Author Comment

by:taadmin
ID: 39248873
The devices are on a print server, in fact all of our printers are on a print server.  
The copiers do have a web interface and besides pinging we know that the printers have to be powered up and down because the interface will not come up.  As far as the job log goes I can not get to them from the interface because I get a socket connect error.  When I look at the jobs on the copier that happen to be in the queue waiting it just indicates that it cannot connect, that is when we powercycle the copier and then the users have to rescan their jobs.  The reverse of that is that the print jobs stay in the print queue until we reset the copier.
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by:smckeown777
ID: 39248899
Hold on - when I say 'print server' I don't mean a server running a print queue - I mean a physical print server - i.e. a small box that allows you to connect to a printer WITHOUT a network card - like here

http://www.hpprinterstore.co.uk/hp-jetdirect-300x-parallel-port-print-server-j3263g-refurbished---with-2-year-warranty-3-p.asp?gclid=CPSmxMuq5LcCFQmQ4QodHSwAzA

This is a device that you setup an ip address on - connect it to the copier(on the parallel port) and then through that ip you have access to the copier over the network...

Basically its like adding a network card to the copier - to eliminate the possibility that the existing card is the issue

When the copier is up and running do you not have access to the web interface? At all?
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Author Comment

by:taadmin
ID: 39248919
ok the 'print server' set up will have to be looked into next week.  

Yes when the copier is up and running we the web interface is running, I just can't look at the job logs, I can add mailbox entries and look at all the settings as well as change them.
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Expert Comment

by:smckeown777
ID: 39248926
Ok, so no 'system logs' as such...pity, as they will report these type of issues...

Anyways the print server is a 'get out of jail' option which should get the device back up 100% of the time...so if no one else has anything I'd be trying it
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Author Comment

by:taadmin
ID: 39248934
I will go over to the physical copier and see if they have anything else that I may have missed.
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Accepted Solution

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taadmin earned 0 total points
ID: 39721786
Given the network environment and the simple fact that this problem only affects a particular copier model, the manufacturer has no idea what the problem is and power cycling the copiers fixes the problems AND we have wasted too much time on this issue, we elected to buy timers that will automatically power cycle the copiers each morning.
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Author Closing Comment

by:taadmin
ID: 39733392
There was not a solution by others.
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