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Printer on Xerox/Equitrac Randomly Pulling Jobs From The Queue

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Hello,

Okay, we have thirty or so Xerox Printers across four sites linked into Equitrac Express for the security/accounting side.  Users should be able to send their jobs to the (default) print queue and then go to whichever printer they fancy, swipe their ID badge and get their document.

Except for one printer...which likes to randomly pull jobs from the queue and simply spit them out.  Student work...confidential documents from HR...

This seems to occur every now and again then after a couple of days (usually while switched off to prevent confidential stuff getting out into the wild)

I've deleted the printer from the printer server, the equitrac software and the Xerox supplies managing software.  It now has a reserved IP address in a different range and a different name.

But it's gone rogue again.

I've tried contacting both Xerox and Equitrac 'Support' but they are busy pointing at each other'

If anybody can help I'd be grateful.

Thanks in advance.
 
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Valued Advisor
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Re: Printer on Xerox/Equitrac Randomly Pulling Jobs From The Queue

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Sounds like the issue is purely on the one device, and it doesn't appear to be a setting since it stops happening with no changes, in which case it can only mean that printer has a bug in the firmware, which is only fixed via Altboot no data backup, no clone. Obviously you need a tech to do this, and will have to set it back up from scratch and re-add it to the Equitrac server, but it certainly will fix it.

 

Odd Xerox would not take responsibility since we support Equitrac Express, we just don't support Equitrac Pro (at least in the USA/Canada)

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Joe Arseneau
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Re: Printer on Xerox/Equitrac Randomly Pulling Jobs From The Queue

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Hello,

 

I know how to rebuild the printer in terms of uploading a clone file, configuring the network settings, printer server and Equitrac side.

 

Is the 'Altboot no data backup, no clone" thing something I can do myself or is it an engineer callout?

 

I don't know what so say about Xerox not taking responsibility...other than it's rather frustrating.

 

Thank you for your reply.

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Re: Printer on Xerox/Equitrac Randomly Pulling Jobs From The Queue

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The reason it says no clone in bold is because using a clone file to restore the printer will only bring back the problem, so manual setup is a must.

 

As stated in my response "Obviously you need a tech to do this" means it requires a Xerox rep to do the Altboot no data backup no clone.

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Joe Arseneau
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Re: Printer on Xerox/Equitrac Randomly Pulling Jobs From The Queue

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Hello,

I just wondered if you meant an IT Technician or a Xerox engineer, that's all.

I'll raise a ticket.

thanks again for your help. :0)
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Re: Printer on Xerox/Equitrac Randomly Pulling Jobs From The Queue

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we've had this exact fault but across a lot more devices.

 

If you check in Equitrac, there is an option for Fuji/ Xerox in Configuration and Embedded Devices.

 

some Xeroxes occasionally have a bit of a brain freeze and think they are a Fuji.... in the settings there is an option to release all documents.

 

this releases everything. Untick the box in there and you should be fine.

 

drove us mad with the Xerox 3655 model.