Unreachable from network. Jack working. IPV4 settings correct. Motherboard replaced. Same issue.

[S_Herrmann]

Hi Tony,

You're right! At least it's working.

You don't think the speed change would have fixed this on the original motherboard? The symptoms were the same before and after the switch.

These variables could still be causing this one machine to require that change of setting. But if it did not work it would have been quite a nightmare. It takes several months for these machines to become available once they are ordered and the employee needed it asap.

Additionally, it's hard to justify needing a new machine when the technician's report says the machine is fine and the network jack is also working as expected. Very frustrating from my point of view.

Either way your experience and expertise paid off and I am finally able to breath a sigh of relief.

The technicians should be trained on these other variables you mention imo. Although the one we got did do everything he knew how to do which was connect the laptop and update the software. In all he spent about 8 hours here between 2 visits and wanted to know what was wrong as much as I did. He is now armed with this new information thanks to you. 

Maybe these kinds of issues are too rare to spend time and resources training and equiping them with testers and whatnot. 

What was/is your title with Xerox where you learned these intricities? An electrician of some sort?

Thanks again,

Steven

[TonyP-Xerox]

Hi Stephen, I'm glad you were able to get it to work. Personally, I don't think it's the machine. If the motherboard fixed the issue, I would say it was the machine. Yes, there could be something in the software but, if my understaning is correct, the link happens at the hardware/NIC level so I doubt that. 

I've seen network runs/cables that appear okay with the standard tests but when you put the MHZ tester on them, they fail. IT could be pinched, runing near an electrical line, have a bad punchdown. There are just too many variables.

It could also bee something flaky with the switch port. I've had marginal switch ports that caused a similar issue. 

The good news is that you were able to get it to work.

Tony

[S_Herrmann]

Hi Tony,

I can't express my gratitude enough to you. The ethernet speed proved to be the issue. I started at 10Mbps half duplex and that worked right away! I tried 10Mbps Full Duplex and that failed. Went back to half duplex and i'm not touching it, lol.

Previously I had read changing it from auto to 100Mbps Full Duplex may be the solution but that did not work either. The technician also suggested this as well after speaking with other techs at Xerox.

It did not occur to me to try the other speeds at all. You have no idea what a relief this has been. This was an ongoing issue for almost 2 weeks with no solution in sight and all hands on deck.

I am curious though. What's different about this machine vs the dozen or so other machine swaps I've done recently? Even using another ethernet jack and cords it appears this is the only machine that needed this setting changed. Whats unique about this machine? It's actually a C8135 and I've installed several of them over the last few months.

Thank you so much again. On behalf of my company as well.

We truly appreciate your response and support.

Steven

[S_Herrmann]

Got it!

Going over to the building around 12. Cant wait to try these two things out.

I will report back.

Thank you again!

[TonyP-Xerox]

Hi Steven, if the technician connected directly to the printer from his laptop and was able to pull up the web console it validates that the device is expected and this is similar to the isolated environment I discussed in my previous response. This leads me to believe that it is some sort of network or compatability issue of some sort. POE and/or network port speed should resolve the issue. 

The errors are basically stating there is a network issue. 

TonyP

[S_Herrmann]

Hi Tony,

Thank you so much for your response and suggestions!

Researching this online I did read about changing the speed from auto to 100 Mbps duplex. I tried that but did not work. However, I have not tried the other speeds. I will try that.

The cable itself has been changed many times. I also moved the machine across the hall and used an alternate jack that was connected to another working device and the result was the same. This is what warranted us to replace the motherboard. Now with the new motherboard we are not even getting a link light once connected to the jack.

I can ask the jack specialist to turn off POE to see if that will fix the issue. I will mention this to him when I meet with him today at 12:30PM EST.

"Create a mini network with just the MFD, and switch, and a PC/Laptop. Does it work in an isolate envoronment?" How would this be accomplished? The technician connected directly to the printer from his laptop and was able to pull up the web console with both motherboards. This is all that was done besides connecting to the jack.

I included an image of the errors we are getting. Sometimes we will get only 1 of these or 2 or 3. Either way printer is unreachable. New motherboard we are getting all 4.

If you have any additional insight please let me know.

Thank you again,

I really appreciate it!

Steven

B8145 Errors

[TonyP-Xerox · Accepted solution]

Hi Steven, I know you had your IT folks diagnose the wire but there are many levels of diagnosis. POE, MHZ, Auto Negotation of Speed, etc. Sometimes the the tests don't show any issues but, there is still an issue with the cable. I've seen all sorts of issue. 

That being said, here are some of the things I've seen fix the issue over the years. 

• Try to manually set the speed of the network port on the hub/switch itself. Start at 10Mbps set to simplex. If that works, go up from there. 
• If you have Power Over Ethernet (POE) turned on on the network port, turn it off.  If, for some reason, the handshake between the device and switch does not work correctly the network card won't initialize. I"ve seen this with many devices, not just printers. 
• Create a mini network with just the MFD, and switch, and a PC/Laptop. Does it work in an isolate envoronment?

TonyP

[S_Herrmann]

Hi,

I am stuck between a rock and a hard place.

This new machine delivered to my company 10/05/23 immediately had issues being recognized by our network. The machine before it was working fine. It cannot be pinged and web console cannot be accessed. I had our top IT network specialists diagnose the jack, the wire, connection, everything. All signs seemed to be pointing to the printer NIC and it had to be ruled out. Anything else connected to this jack is recognized by the network. This one is not. It would not obtain a DHCP address automatically from the start, so a static IP was assigned. The machine was still unreachable. They changed the wire over and over. Then it seemed to be connected but it was only intermittent and is now unreachable again. We finally had a Xerox tech replace the motherboard today which includes the NIC. Same result except now there is no link light. This machine is a high priority. What can be causing this?

Any help or guidance will be greatly appreciated.

Thanks,

Steven