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Help with Konica Minolta Printer 554e drops all print jobs

Posted on 2016-08-12
Medium Priority
Last Modified: 2016-10-01
I am working with (2) Konica Minolta Copier / printers, both model 554e. Last year they printed fine. Now they are dropping any print job sent to it.
Looking in the log on that unit, the Error is "Dropped" &  "Authentication Failed"
We upgraded OS's on our workstations to Mac OS X 10.11x. The old print drivers were removed, and the new print drivers are installed. I have tried setting them up with the identical procedure used last year, with authentication codes for each user.
There is also an error on the OS side: "The Optical Photoconductor Needs to be Replaced" sometimes comes up, other times I get "The paper tray is almost empty". The job seems to complete, and it never shows up at the printer. The KM Log always reveals Authentication failed.

The printer is setup using it's IP Address. Other things I have tried is setting up the printer with LPP, IPP, Jet Direct Socket.
Does anyone have any ideas on this?
Question by:TechND

Expert Comment

by:Manuel Flores
ID: 41754368
Could you print a status report using just the printer to see if there is any clue to debug this.
LVL 18

Expert Comment

ID: 41754513
If you are getting a replace drum error I would go ahead and replace the drum. I would also see if there is a firmware update for this printer.

Author Comment

ID: 41755036
Thanks very much for the comments and suggestions. One of the odd things about this is that windows machines print to the copier with no problem, and no notification about the photo conductor needing replacement .  Also, I don't know the UI of the copiers very well to run a diagnostic. They are leased units. KM will not support us directly on these units. They refer us to the dealer for help. You'd think this issue might be covered by the lease from the dealer, but it is not. Having them come in to fix this will be billable, and nothing these guys ever do is under $500. So I was trying to avoid that cost on something that should be fairly easy to figure out. But it's proving to be more of a challenge. I've searched every which way for a solution, but no resolution so far. We may just have to call them in on this.

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LVL 51

Expert Comment

by:Jackie Man
ID: 41768187

Accepted Solution

TechND earned 0 total points
ID: 41776522
It turned out to be multiple issues that made the problem more difficult to troubleshoot. The driver which I was directed to was for a color copier of the same make and model. The only difference was a 'c' in front of the driver name. There was no information that this was for a color copier in the file description or I would have spotted that right away. The issue with the printer driver reporting that "the optical photo conductor needs to be replaced", is actually a 'phantom' problem that occurs with the print drivers with Macintosh computers "sometimes" , according to an upper tier technician at the leasing company. The installer tech told me to call in a replacement request for the photo conductor, but then I got a call back from a upper tier tech explaining the issue. In this case it is with every  Mac on the network, and it occurs with every print job. He said it was a 'Mac' problem. It looks to me like a software programming issue that they haven't fixed, and are not likely to. So the advice was to let users know to ignore this message and tell them the photo conductor is fine. So the problem has come to a workable resolution. Thanks to all who have contributed.

Author Comment

ID: 41776532
See my previous comment.
LVL 39

Expert Comment

ID: 41824602
No comment has been added to this question in more than 21 days, so it is now classified as abandoned.

I have recommended this question be closed as follows:

Accept: TechND (https:#a41776522)

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