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RP_User New Member
New Member

Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

I have Xerox CentreWare Web 5.8.107 installed.

 

However, I am having difficulty pulling the status of Xerox Phaser 3250's


The Printer Status changes from "Up and Running" to "No answer from device" after a few days. This prevents me from getting error messages from the printer. (Such as low toner, paper jam, etc).

The Queue Status remains "Ready" (As in, online and ready to print)

Printers are responsive to ping.

Printers print normally without issue.

However, the individual WebGUI/Configuration pages do not load on the Phaser 3250's.

 

A power cycle of the individual printers will "fix" all the issues above for a few days, then they will fall back to "No Answer from device".

 

Does anyone have any suggestions in terms of fixing this?

 

 

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9 Replies
Technical Escalation Support TimD-USX13774-xrx
Technical Escalation Support

Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

Hello - Could you please tell me what firmware version you are running on your Phaser 3250?

Thank you,
Tim
Xerox 2nd Level
Remote Support Engineer

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RP_User New Member
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Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

Good morning Tim, thanks for your prompt reply.

 

Firmware Version According to Xerox CentreWare Web

 

Most are on this:

Xerox Phaser 3250 OS 1.70.02.43 06-28-2012

 

And I have one printer on:

Xerox Phaser 3250 OS 1.70.02.42 04-05-2011

 

 

Both firmware appears to behave similarly - the WebGUI freezes after a while, which also means CentreWare Web cannot pull data from the printers.

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Technical Escalation Support TimD-USX13774-xrx
Technical Escalation Support

Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

RP_User - There is a new firmware posted on Xerox.com that has some SNMP bug fixes and improvements.  SNMP is the protocol used by CentreWare Web to query the device.  I would suggest trying to upgrade to the latest version of firmware and see if that resolves the issue.  Maybe just try it on one machine first as a test.

 

The firmware version is 1.70.02.48 and it was just release May 1st.  You should be able to download the firmware from here.

 

Let us know how it goes.

 

Thank you,

Tim

Thank you,
Tim
Xerox 2nd Level
Remote Support Engineer

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RP_User New Member
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Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

Hey Tim,

 

Thanks for the suggestion, I updated the firmware a few days ago, and I ran a test:

 

My test group:

4 - Phaser 3250

--- 2 - OS 1.70.02.43 06-28-2012

--- 2 - OS 1.70.02.48 02-28-2013

 

Power cycled all 4, then began to time them. This morning they all switched from "Up and Running" to "No answer from device".

 

Do you happen to have any other solutions I can try?

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RP_User New Member
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Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

Bump. Can't access GUI on either firmware after a while.

 

Any ideas or other things I can test?

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RP_User New Member
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Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

Any other ideas? I'm still having the same issue.

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Technical Escalation Support TimD-USX13774-xrx
Technical Escalation Support

Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

Hi RP_User,

 

I apologize for the delay in getting back to you.  There definitely seems to be some sort of issue happening but at this point I'm not sure if it is an issue with the device or with the CentreWare Web software.  We will need to look at a few things. 

 

Please contact us for additional support on this issue.

 

Thank you,

Tim

Thank you,
Tim
Xerox 2nd Level
Remote Support Engineer

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RP_User New Member
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Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

Hey Tim,

 

Thanks for pointing me towards support.

I am currently troubleshooting with them, however; could you still assist me with this? I believe the core issue is in the devices. Even without CentreWare Web, the devices WebGUI stops working after a few days. The printers print fine, responds to pings, but the WebGUI's are inaccessible.

 

Any other things I can do to remedy this situation?

 

Thanks,

RP_User

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Technical Escalation Support TimD-USX13774-xrx
Technical Escalation Support

Re: Xerox Phaser 3250 "No Answer from Device" on Xerox CentreWare Web

Hi RP_User,

 

I sent you a message.  Please take a look at it when you have a moment.

 

Thank you,

Tim

Thank you,
Tim
Xerox 2nd Level
Remote Support Engineer

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