Hello, Guest! Thanks for contacting Xerox Support. How can I help you?
My printer does not work
Please enter/confirm the product name of the device you're using:
Let's try to solve a problem with your printer not booting. Is there any indication that the machine is turned on, like lights, LEDs, noise (from cooling fans or similar)?
Yes
Power the printer off, wait 1 minute, and power it on again.
Some printers have two power buttons, make sure both are turned off and on again.
Did this fix the issue?
No
I think I need to transfer you to a person to continue this troubleshooting...
Transferring to a person.
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Problem Description*
The serial number is usually displayed on a label found on the back of the machine or inside one of the doors
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. Thank you for your patience.
Hello, my name is Adam. How can I help you?
Hi Adam
Recently my printer got stuck on the Energy Star screen. I did hour long researches and then decided to try a firmware update. That solved the problem and printer started working. About 2 weeks later same issue. i used the same firmware update and it started working again. Whats going on?
it may not have anything to do with the firmware update so much as you restarting it. Because once the firmware update is applied it is on the machine. You do not need to keep reapplying it
is your printer going through a surge bar or battery backup before going into the outlet?
Yes, but I am using it like this since years. I changed it directly to the power wall outlet but same issue.
But the I can't get pass the Energy Star screen. Its stuck and makes no noise nothing
until I reapply the firmware.
could it be that the printer is upgrading software online by itself?
no it shouldn't be. But you can login to the centreware page and check the options. Although if it is a hardware issue then it would need service.
I am in Centerware, where do I look?
properties and then should be under security I believe.
Machine Software Upgrades Enabled is not checked
Machine Software Last Successful Upgrade None Version: 081.150.103.05600 Manual Upgrade Disabled (Upgrades)
okay yeah that is spot. Sorry I just got logged into mine.
So its not auto upgrading. Whats the problem then?
possibly a bad mainboard. It may not be holding onto the firmware changes. Mainboard also controls the power in the machine.
what do i need to do to figure this out?
