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jjjeroenski Valued Member
Valued Member

issue empty address book xerox workcentre 7845 - 7835

We have some xerox machines all workcentre 7845 and 7835.

 

Sometimes (+/- once a week) we have the problem that you can't choose any address for scanning/mailing on the machine.

If you want to scan to mail, the local address book (favorites) and the network address book are empty,

the strange thing is: if you want to fax, the local address book is present!

 

If you check the web-interface there is a mail address book without problems, so the address are available for the machine!

 

Only solution is todo a complete reboot from the machine,

mostly if you do a soft reboot from the webinterface, the machine hangs on the "shut down machine..." for an hour.

 

Firmware : 071.010.034.06000

 

We already noticed this problem a couple of times to Xerox belgium without solutions untill now.

We don't think about a network problem because it isn't on all machines on the same time, and the local address book isn't working also.

 

Thanks in advance for any tips

 

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9 Replies
Community Manager CherylO-Xerox
Community Manager

Re: issue empty address book xerox workcentre 7845 - 7835

Hi jjeroenski,

Thank you for using the Support Forum. Well that is a new one, I don't think I have ever seen a machine with empty address book for scan / email but not fax.  I would suggest that you upgrade the firmware on one of the machines and see if that helps the situation.  If not please consider contacting your support centre for further assistance.

Thanks,
CherylO-Xerox
Community Manager

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jjjeroenski Valued Member
Valued Member

Re: issue empty address book xerox workcentre 7845 - 7835

We already upgraded a couple of times, we are each time using the latest SPAR release to see if this is solved but each time after a week or something the problem returns.

 

Support centre is already searching for some months, that's the reason I come here to post this problems because we are waiting for some solutions for months...

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Xerox Employee Karl063192
Xerox Employee

Re: issue empty address book xerox workcentre 7845 - 7835

Hi,

 

This is what I would do if asked to do something to fix your problem. I'd try to restart from scratch with a clear NVM and if problem still present then I'd go with a Forced Altboot (complete Reload of the firmware with no saved parameter.) Reconfigure without using any clone file. Wait and see. If still present, then I'd start replacing parts (Main PWB, Memory, Software Module).

 

Hope it's help.

 

K.

 

 

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fiery Occasional Advisor
Occasional Advisor

Re: issue empty address book xerox workcentre 7845 - 7835

I agree with Karl. Also make sure the disable_data_backup file is in the alt boot so it doesnt save anything.

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jjjeroenski Valued Member
Valued Member

Re: issue empty address book xerox workcentre 7845 - 7835

We (customer) can't do this all manually on all machines, there are to much configuration and scanning workflows to make them all manually because of a bug from Xerox.

Normally Xerox will fix all latest firmware on all machines, we hope this will fix the problems...

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Technical Escalation Support James067507-xrx
Technical Escalation Support

Re: issue empty address book xerox workcentre 7845 - 7835

This is not a bug, the issue is software corruption on the original machine the clone was created from and then carried to all machines via the clone.
As Karl says the Forced Altboot with NO_DATA_BACKUP and no clone used will resolve this issue.

I recommend installing the connectkey 1.5 software as well. For the 7830/35 072.010.104.14800 for the 7845/55 072.040.104.14800 for the 7845/55 XOM 072.080.104.14800.

 

If this does not resolve the issue pleae provide the serial number, contact information and  a current configuration report for the printers as the issue would need to be escalated to Discovery.

 

regards,

James

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Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: issue empty address book xerox workcentre 7845 - 7835

The Forced ALTBOOT no clone no data backup would be pretty much the only option here. This is an issue that applies in your location and as far as I can see, not in others. This most likely was caused by a clone file being used across different devices/firmwares. These are my guesses, but since it happens on your machines but is not being reported in other locations with the same model printers I'm at least pretty confident in it.

 

My suggestion is to work on one machine. Have a tech paged to do the Forced altboot, no data backup, no clone.

 

Set up the one printer manually and just import the addressbook through the webui from one of the other 78xx.

Clone it and save that clone.

 

Then test that one device as long as needed to verify it is resolved. Then have the Forced altboot no data backup done to the rest of the devices. Use the clone from the known good test machine to bring back the newly loaded devices which are all now on the exact same firmware levels with no chance of corruption.

 

A tech can do the upgrade, you would just need to setup the one device manually, and import the addressbook. In the 2nd wave, the clone from the first machine can be used on all the other 78xx printers that are altbooted. The reason we typically state no clone is to eliminate the idea that the "glitch/bug" is getting cloned, which can/will/does happen. This clone would be a known good one from identical firmware on identical hardware.

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Joe
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CincyDirt New Member
New Member

Re: issue empty address book xerox workcentre 7845 - 7835

We have been experiencing the same issues with a couple of our Xerox devices. The Address Book and Favorites has seemingly disappeared. Our work around has been to simply reload the .CSV file every time this occurs (about once every couple of weeks). It is beginning to become quite a nuisance. If any better resolution can be found it would be much appreciated.

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jjjeroenski Valued Member
Valued Member

Re: issue empty address book xerox workcentre 7845 - 7835

Hello CincyDirt,

 

We still have the same problem, but not on all machines.

It's still not clear when this will be solved. In September Xerox comes to do the alt boot and install from scratch.

 

Mostly, we don't do the CSV upload, we just force a restart on the machine as a "solution".

Most of the machines here needs a reboot every week because they are jammed/locked or they don't print anymore because of a lock or the address book.

 

Please also let us know if you have found a solution.

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