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Member
Posts: 14
Registered: ‎08-10-2016
Accepted Solution

WC7970 Jobs Disappearing from Queue/Crash - Overloaded or Firmware Glitch?

Work Centre 7970
072.205.14201

We are having an issue with our WC7970 where jobs are disappearing from the queue.

It seems like the root of the problem starts when someone sends a large file (page size 24x36) to be printed on 11x17. Everything in the queue is put on hold while the large file is "processing" at the machine. Eventually, the job queue becomes empty and the job queue on the computer is showing all of the jobs as "completed". However nothing has printed.

I tried rebooting the machine and some of the jobs started printing at start up but the screen immediately showed an error message to reboot. After rebooting again the same message popped up.

 

I put in request for service but I wanted to see if anyone else may have any ideas as to what could be causing this?

 

PS. I realize the software is not the most up to date version. I had a tech in earlier in the month for the same issue. He had reinstalled the same firmware version that was previously running on the machine hoping that the clone file would not carry over the same defect...

 

I am trying to determine if the machine is just overloaded and cannot handle the volume or if there is a software issue.

Analyst Nation Moderator
Posts: 5,898
Registered: ‎11-25-2013

Re: WC7970 Jobs Disappearing from Queue/Crash - Overloaded or Firmware Glitch?

That specific firmware has that specific issue, and the update to the latest version doesn't lose settings since it uses the tool installer which backs up the data, updates the machine, modifies the backup for compatibility and restores it to the device all on its own with nothing lost.

 

Grab the tool here (Don't worry about the model number)

The firmware here

 

Directions are in the tool download (pdf file) but you likely won't need it.

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
Member
Posts: 14
Registered: ‎08-10-2016

Re: WC7970 Jobs Disappearing from Queue/Crash - Overloaded or Firmware Glitch?

Thanks for the response Joe.

Can you tell me approximately how long it might take a technician to install this firmware?

Analyst Nation Moderator
Posts: 5,898
Registered: ‎11-25-2013

Re: WC7970 Jobs Disappearing from Queue/Crash - Overloaded or Firmware Glitch?

Techs are not supposed to ever simply install software, which is why Xerox has made updates so simple to install (Tool method).

 

You can (After you get to an 073 release firmware) even call 2nd level support and have them initiate the update from the Xerox end assuming Smart eSolutions is already set up and working, This is a very new venture that is as of now only available to the machines under Connectkey.

 

In your case, the tool takes less than 5 minutes of your time (after downloads are completed) and runs in the background on your PC until completed (probably 45-60 minutes in your case as it needs to update and patch twice to get to current level without data loss)

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
New Member
Posts: 1
Registered: ‎03-30-2017

Re: WC7970 Jobs Disappearing from Queue/Crash - Overloaded or Firmware Glitch?

Riley'so staff don't have network access to the devices they're supporting. So they are unable to perform software updates.
I wasn't aware of the large file issue in the .14201 version.
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Analyst Nation Moderator
Posts: 5,898
Registered: ‎11-25-2013

Re: WC7970 Jobs Disappearing from Queue/Crash - Overloaded or Firmware Glitch?

The way a company implements their IT in no way makes any difference to what Xerox is responsible for. Microsoft doesn't go to your sites on Patch Tuesday either. Xerox already had the tech visit and Altboot load the same exact version and it fixed absolutely nothing per the original post, which is expected, because the firmware is the cause, not the hardware.

 

There is no .14201 large file issue, there is a print issue unrelated to size that causes jobs to fail occasionally and all the jobs behind it to sit pending until the device is rebooted.

 

 

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.