01-17-2018 02:24 PM
My customer wants to print onto Hole Punched paper. Even though we select Simplex, the C7025 always duplexes the page. Doesn't matter if we are copying or printing, whichever drawer we set as Hole Punched, or if dedicate the drawer, it ALWAYS Duplexes. The problem is in Duplex, the Hole Punched paper must be loaded with Holes at the Lead Edge so the image aligns correctly which is leading to paper jams, as the center hole appears to be triggering a paper path sensor. The customer is also very vocal about how much slower it takes to print their report. (twice as long because it's Duplexing. We have tested this on a 2nd C7025 in our shop. Same result.
Firmware is current :57.21.41
01-17-2018 03:18 PM
You have found what appears to be a spar, you should call Xerox to report it officially. It isn't a duplex issue really, that would imply it is printing on both sides, it is flipping the paper before printing simplex (same but different I know, but you want no chance of the Xerox people mis-understanding the issue.
01-18-2018 12:36 PM
If you are already speaking to 5 Engineers you can't go any higher, they are the ones who code the fix.
1st level does hardware
2nd level is software/network support.
Technically there is no 3rd level, but in the USA there is another group who does the more extensive testing after 2nd level verifies an issue indeed exists (or appears to) and that is called Discovery. They try to fix the issue too, but if they can't, they fill out the paperwork and hand it off to Engineering to develop the fix in a firmware/software/driver update.
Outside of the USA, the Discovery group may or may not exist, I certainly don't know the entire global structure, but in North America, Canada doesn't, USA does.
You can PM me the log ID's with a link back to here and I can try and take a look to see where they stand at this point, no guarantee I can get anything though.
01-18-2018 07:33 PM
849301049, supplied spar firmware by email to test, they (2nd level) waited 9 days for an email response stating if the issue was still there, closed log after no reply to the email.
866882503, was placed by a service tech and went to the hardware team, tech stated it did not happen on copies so it was deferred to 2nd level software, no evidence on the SN or either log that it did.
It wasn't Xerox sold, so I have much less resources at my disposal, my suggestion would be to call and state the issue happens on prints, which will get you escalated to 2nd level, which is 100% Xerox, at that point, state you need to have the issue sparred (they will know the terminology) and that it happens on every firmware version, and that Joe has replicated it. They can search their own email for Versalink flips hole punched and they will find it dated Wednesday, January 17, 2018 4:18 PM (I sent the email once I tested it due to your post here)
As they will need to go through the Discovery team process, a scanned copy of the Configuration report will be required, but that should be about it since you can replicate it by making a copy (2 pieces of paper in tray 1 with UP written on the side facing up. Make a copy of anything 2 times, once with it set to holepunch, once with it set to plain, it will print on different sides of the page)
The same issue occurred on ConnectKey machines when using Letterhead. 72.xxx.104.1480x firmware was the fix for the issue designated as spar 172701
Feel free to email them a link to here when you send them the config sheet pdf.