10-24-2016 02:33 PM
We have a new Work Center 7855 and the Print by Xerox app is not working. We are able to send a document to email@example.com and the document is accepted and we have a username and password. But when you walk up to the machine and try to log in to print by xerox, the message is User ID incorrect....We have done a software reset. The Xerox Tech support team doesn't have any answers. Hopefully someone here will.
10-24-2016 02:55 PM
By Xerox tech support do you mean 2nd level support? If so, what is the log number for that call?
Did they have you altboot or at least update the device to the current 073.040.126.28110.
Is it specific to one device or do you have multiple devices affected?
10-24-2016 03:26 PM
log number is the serial number - they no longer use log numbers.
We only have one machine
The only thing they had me do is a software reset.
Should I give you the serial number?
10-24-2016 03:43 PM
Serial number won't do me any good, for a log number to no longer be used you have to be outside of North America, I support this machine in North America and my job is to handle the logs created on it so I can certainly assure you logs still exist.
Upgrade the printer with the firmware I linked and retry the login (no settings should be lost, just download the file and run it, it is an installer so you don't even need to go into the printers web page)
10-25-2016 09:16 AM
Can you tell me what version of the App you have installed at the device?
Also, can you confirm, is this the first time that you have used the App on your new device?
Can you check your proxy setting and network connections are configured properly? The app requires a connection between the MFP and the internet.
10-26-2016 09:56 AM
I have no idea how to find out what version of the app we have installed. Yes, this is the first time we are trying to use the app on the new device. I have printed a configuration report that says the machine is not connected to the internet wirelessly. Perhaps that is the issue? I will try to set that up now. I really don't know what I'm doing.
10-26-2016 10:08 AM
We have no wireless hardware installed but our wired connection is checked saying ipv4 active.
Does that mean the machine has access to the internet? I tried to email to an outside email address - the job failed stating invalid address - but it is a valid address. So i'm assuming we are not connected to the internet. Can you help me set that up?
10-26-2016 12:34 PM - edited 10-26-2016 02:34 PM
Easy enough to verify connectivity, open the App Gallery, if it works, you have internet access.
If it doesn't, you don't.
So if it doesn't, and you can print, there are 3 things to check.
Gateway Address, DNS and Proxy Server.
Gateway and DNS are checked via Machine Status > Tools > Network Settings > TCP/IP settings
We can't help with the information that should be in there though, the Gateway is typically the IP of your router, the DNS server would be the same in most cases, but to be sure, add 126.96.36.199 as one of the DNS server and as long as the gateway is correct, it should see the internet at that point
If you have a Proxy server that can only be added in CWIS via Properties > Connectivity > Setup > Proxy Server > Edit
But if the printer has no access to the internet, you should not even be able to log in, you should be confronted with this if you try to use it.
As for App version, it is located differently in 2 places. So on mine, it shows version 3.1.15 on the login screen to @PrintByXerox
And it shows 1.1.5i if I go to Machine Status > Tools > Service Settings > Weblet Settings
Then select Weblet Management to see all the apps and versions.
10-28-2016 02:02 PM
I have confirmed we have internet access. But when I hit the Print by Xerox button - my screen does not look like yours. There is no version there. But from weblet management, I have the same version as you.
10-28-2016 03:26 PM
Need more than "my screen does not look like yours"
Is it another screen entirely or simply doesn't show a version number?
Try posting pictures so we can see what you see.
And have you updated the firmware using the link I provided originally?