Call Xerox, get to 2nd level, try convincing them not to ALTBoot the device and see if they can help resolve it.
The Altboot would fix it assuming the device is the problem and not the client submission method, but the reason it happens on yours and nobody elses if all settings are normal would never be known.
You don't want to jump on the Altboot though because it wipes the device.
I ran the update but it still does not give me a print count.
My bad, previously I linked the firmware for the 7830, 7835. The correct link is here for the 7845-7855.
I will edit my previous post as well so it doesn't make for an issue down the line for someone else due to my incompetence. Sorry, hope you don't have a download limit.
I think this is the number. It says Software Version
What is the current firmware version on the device itself?
I tried to update it and got this message. The machine is a WorkCentre 7855 so not sure what the problem is. I am printing from a computer with Windows 8.1 If that makes any difference.
I would, I know it works in that version because I just tested it due to your post under Win 7 and 10 with 2 types of ports both with and without SNMP enabled.
I don't know when it stopped working. I have had techs in to do updates on the machine. I asked one of them about it and they had no clue.
So should I update the software?
Any idea when the option was lost? I can't find a particular firmware version where it didin't work, but mine on 073.040.066.08210 shows how many have printed for any print, and it does so from a PC, running Windows, using a Xerox global or native PS driver on a RAW, or an LPR port. Even with SNMP disabled it still works. It may have been broken in a certain spar firmware and never noticed until now on yours.
Secure Print jobs don't show page counts, but regular print does.