C400 drops ethernet connection

[BarryJ · Accepted solution]

I have this problem also with my C400 printer, but not my C405.

Here's what I found. When this problem occurs the IP address on the printer no longer matches the IP in the Control Panel. This has happened on 2 occaisions - Both times after an extended power outage.

I've had this problem in the past with other printers, and the fix was to turn off DHCP and assign the printer a static IP.  Deleting and reinstalling the driver after that updates the driver and locks in the proper IP.

So far so good.

[nimesh]

I actually just changed the printer to be dual mode instead.  It has entered sleep but is still responding to print commands.  Something is definitely wrong with these printers where they work differently between similiar (exact) configs. It's a shame we, the customers, are held hostage to pay more to technicians to work around the bugs of the product itself.

[nimesh]

Ethernet was set to be in ipv4 mode-only already. Anything else I can try? I'm having trouble getting a technician to disable sleep on the printer, so am willing to try anything else until I can.

[nimesh]

I'll try this before getting a technician to disable sleep completely.  Will let you know within the next day if this resolves the issue.

[Joe Arseneau]

Do this:

EWS > Connectivity > Ethernet > Edit

Click on Dual Stack and set it to IPv4 and click OK

[Mohammad_armouti]

As I mentioned to you , to change a NVM value you have to access the diaganostic and change it from there ,admin access will not do that So you need a technician,
Regarding why only this printer making this issue ,it is not only your printer it happened before ; for me and for others too !

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[nimesh]

Thank you for the tips,

I've already applied the latest firmware and observed no change in behavior.  I'll try to disable sleep mode as you have suggested.  I have admin priviledges.  Will that be enough to change the setting, or can only a technician do that? 

I'm very curious as to why only this printer exhibits this behavior of not waking up when a new print job is submitted.

[Mohammad_armouti]

Hi,

generally there is two stages for the power save mode; the low power mode and the sleep mode .

in the low power mode the user can"t notice any physical changes on the machine behavior and action is not reqiure here to use the machine it just reduces the power to the Fuser Unit and the network controller keep running. But in the sleep mode the user interface goes out, and the wake up button is lit, and the user have to press the wake up button inorder to use the control panel , In this stage the network controller will shut down.

now what is happpened in your case that the machine went off to sleep mode and the network controller shutted down and didnt wake up again when you send a new print job "In normal cases it must " and you have to restart the machine inorder to be able to print again .

so to fix this issue you have the following work around 

1- to extend the the default time out for low power and sleep mode

On the Embedded Web Server click System > Power Saver > increase the Low Power Timeout and Sleep Timeout.

The sum of the two timeouts is within 60 minutes.

2- to disable the sleep mode stage and keep the machine working on low power mode only, this is can be achieved by changing NVM value ." you need a technician to do that "

3- to upgrade the machine  firmware to the latest release , honestly im not sure if this step will solve out this issue that i didnt test it yet but maybe it will fix  ! 

 "please update me if it did "

regards,

[nimesh]

Our C400 is able to receive prints over ethernet after first startin up.  However, if it is allowed to enter sleep mode (auto power off is disabled), then we've noticed that the printer's ethernet link drops. Not even sending a new print job will wake it up.

We can't even ping the printer when it's in this mode, as it just returns "Destination Host Unreachable".

We have 4 printers in the exact same configuration, but only this one exhibits this behavior.