Print job stuck on the printer

[arylk]

Had the same problem -- what is or how to we get a RMA?  Also, can't reset to factory defaults as the admin password is apparently lost

[sysAdmin-23 · Accepted solution]

Thank for the response. We ended up calling Xerox support and it required a RMA. 

[CathyO-Xerox]

Hello there,

Are you able to have the user try and reset to the device back to factory defaults?

[sysAdmin-23]

Hello,

I have a remote user that reported that their printer (B215) will not print and does not show any error messages on the UI. Initially, there are no prints stuck in WIndows built in spooler but upon logging into the printer, I can see that there is one on the printer itself. I have tried to delete the job from the printer and the web interface pretty much just crawls to a halt and the network connection becomes intermittent. I've had the user remove power from the device for a few hours and the job is still on the printer preventing any other jobs from queueing. 

I've also attempted tp update the firmware with the hopes that it would restart the printer clear the queue. Unfortunately, because the job is stuck, it will not update and get a message that the printer is busy. 

Any assistance or advice would be greatly appreciated.