We have a big problem with one of our printers. It is completely bricked. When you start the printer, it goes into an PostScript Error 116-357 and tells you to reboot. We rebooted 10 times and nothing happens. We can access the printer via the IP-Adress. But we can't change any settings, because there is a Job in the queue. The job is a System Job that can't be deleted.
I've tried to reboot the printer. I've tried to remove the battery in the hope this would delete its queue. I've contacted the customer support, but they said there is nothing they can do. They offered me a contract which costs more than a new printer a year, which is ridiculous.
I've tried to enter the management mode by holding the up and down key while starting. It does some checking and then turns off. No option to enter any settings. One can not enter the printer's settings as there is the error message.
I think the problem is the system file in the queue. It tries to print it on startup and fails as it is corrupted. But i can't delete the file from the web interface.
Do you have any idea how I can fix my printer?
Here are some pictures of the Problem (sorry, they are in German):
I searched our Support page and found these steps of some things you can try to resolve that issue.
Sadly, neither of the three steps work.
1. I've tried restarting it now at least 30 times.
2. I cannot reset to factory settings as there is a job in the queue the printer can't print. This stops me from changing any settings, as well as a factory reset.
3. I've tried updating the firmware, but neither USB nor Ethernet work. I get the following Error (firmware can't be transmitted):
Is there a hardware factory reset option? Like a button Combination at the start? I cannot do anything on the printer itself, as it instantly bricks into the error and allows no input. I've tried holding the UP and DOWN key at the start. It goes into a troubleshooting mode for a minute until it shuts down.
I would recommend calling Support and asking to speak with 2nd Level Support. 1-800-821-2797.
I am experiencing the same issue as you with a bricked printer. Did you ever get resolution on this issue?
Unfortunately no. My college has called the tech support. They said they can't do anything. We would need to call a technician, which would cost more than the printer. Or buy a Tech support subscription that costs the same as the printer every year. Which is nonsense. I mean the hardware is perfectly fine, I find it very unfortunate to waste a fully functional Product because of the **bleep**ty software. I mean, really, how can you not build in a hardware reset that deletes the printers queue.
Next step would be to call them myself, but I have no time atm.
If you find an answer, it would be great if you could share it.