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Phaser 8560 FPM Downloading Smaller PDF scans causes unit to crash.

Hello,

 

We are having an issue with our Phaser 8560 MFP. After scanning a document, it can be downloaded from the web interface as any file type except the smaller PDF. When the Smaller PDF is chosen the web interface locks up for two or three minutes for all users. If the requesting user waits long enough the save-as dialog will come up and the document is successfully downloaded, but it takes far longer than most users are willing to wait. During this time the web interface becomes entirely unresponsive to all other users as well. If the user closes the browser or refreshes the page before the save-as dialog appears to try again the unit will lock up entirely. It will come back on its own after ten or fifteen minutes, or it requires a reboot.

 

We just upgraded to the newest firmware for the device, first OS 8.54 / PS 4.9.4 / Net 41.60.06.23.2010 and then OS 8.56 / PS 4.9.6 / Net 42.00.04.09.2011 without any luck. We are accessing the web interface from Windows 7 x86 using IE 9, Chrome 14, and Firefox 7.0.1 with the same results on all of them. It almost seems like compression of the pdf is taking an unusually long time but I'm not sure why.

 

I welcome any suggestions.

 

Thanks,

Andrew

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5 Replies
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Valued Advisor
Valued Advisor

Re: Phaser 8560 FPM Downloading Smaller PDF scans causes unit to crash.

Hi, thats a known issue, it has been fixed in 4.9.14

now, the latest one is 4.10.0, contact xerox to obtain this one, since its not on the support site yet

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New Member
New Member

Re: Phaser 8560 FPM Downloading Smaller PDF scans causes unit to crash.

why if there is firmware to fix a problem is it not available on the Xerox website? You say the latest is 4.10.0 and the problem is fixed in 4.9.14 but the latest download on the site is 4.9.10. Why is it so hard to get up to date firmware? I also need 4.9.14 or better to fix my "scanner disconnected" problem and am currently waiting for an answer from tech support, but since we are not paid customers we are not anticipating a quick response.

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Valued Advisor
Valued Advisor

Re: Phaser 8560 FPM Downloading Smaller PDF scans causes unit to crash.

Hi you!

 

Call Xerox, and ask to talk with second level support.

 

Best Regards

Kimzi

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New Member
New Member

Re: Phaser 8560 FPM Downloading Smaller PDF scans causes unit to crash.

This is my email conversation with Xerox Tech support on this isssue and there is NOT a fix for the "smaller file PDF" issue.

 

 

Hello Greg,

 

Thank you for contacting the North American E-mail Support Team.

 

Unfortunately, we are not showing a Firmware with that update as yet.

 

Regards,

Kacian Samuels

North American E-mail Support Team

Xerox North America (XNA)

For further references, please see:

http://www.office.xerox.com/infoSMART/

 

Your Request ID Number is:19936594

 

Please include original message when replying, and refrain from changing the email subject line.

The Kana Response Case number is: 11579530.

 

 

 

Original Message Follows:

------------------------

 

Thank you for getting back to me. Can you confirm if there is still an issue with downloading a scan selecting smaller file PDF? I have read that the problem was fixed in an earlier firmware release, than we have, and we are still having an issue with that.

 

 

 

Hello Greg,

 

Thank you for contacting the North American E-mail Support Team.

 

We don't have any link to the Firmware reported to be available on the forum. We have the general release that are on the Xerox website and they are the stable releases of the Firmware. The only two listed versions are:

 

1. 4.9.10

2. 4.9.4

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Technical Escalation Support
Technical Escalation Support

Re: Phaser 8560 FPM Downloading Smaller PDF scans causes unit to crash.

Hello andrew and cdnart,

 

Xerox does not post drivers or firmware that is not fully tested on Xerox.com. This is why you were directed to call in to support for these releases. Please contact support at 800-821-2797 and ask to speak with a 2nd level to discuss your issue.

 

In the firmware mentioned 4.9.14, there are some slight improvements to smaller pdf creation from the printer but, the speed increase is not dramatic and, we are still limited by the printers processor speed when compressing the data. The workaround would be to use the Xerox scan utility.

 

 

Eric
Xerox 2nd Level Technical Escalation Support
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