Versalink C7020 Problem Secure Print

[FredyG]

Thanks Joe,

I did mentioned to Lynne that this printer does not have an HDD

[Joe Arseneau]

Sorry, I never even thought about the number being a Deep-dive ticket.

Using that I see 3 different logs and multiple people stating they replicated it, I can't, and that will almost for sure be the same device Lynne is using, which means there is a major difference in setup, there is not a single machine here to test on that doesn't have a HDD. And nowhere in the 3 logs or ticket does it mention that detail, so Lynne probably doesn't know that tidbit.

Here is my test:

Normal print:

4 seconds to get there and it came out in 47(total) seconds

Secure Print:

4 seconds to get there, 55 (total) to transfer to the secure queue and then it took 37(additional) seconds to release from the time I told it to. <I used additional for the release simply because I don't want to account for me messing up the secure code twice;-)>

So it(Secure Print) added nothing to the transfer, and took 7 additional seconds to move it from the queue into secure print location to be released (Understandable in my opinion). The 37 seconds to release is questionable, if the job in the secure print folder is not already processed and print ready I don't understand why it takes longer to get there than when it is processed and printed.

I can't confirm in the notes that Lynne:

1. Knows the issue is on a device without an HDD

2. Knows if the issue is

1. the release of the job 

2. it leaving the PC

3. getting to the printer

4. transferring to the secure queue or

5. leaving that queue when it does and coming out on paper

You may want to send her an email with that info.

[FredyG]

Joe,

Here is the original log number:

LOG # 716489705

FYI, I am working with Lynne Hayes in second level.

[Joe Arseneau]

Sorry, no idea who that is with, but it isn't Xerox in North America.

Reseller use an 8 digit number that currently starts with 251 (I tried 25192759 and it isn't one)

Xerox takes your serial number and creates a log number that is 9 numerical digits long.

If you are in North America, try PMing me the Serial number

[FredyG]

Hi Joe,

here is the ticket # 92759

[Joe Arseneau]

I don't see it in the system, whats the log number for the 2nd level ticket?

Or was the machine purchased from a 3rd party and you are still on the 8 digit ticket number that starts with 251? If thats the case, it hasn't made it to Xerox 2nd level yet

[FredyG]

Thank you Joe, I ended up escaling this to the Hotline and i did received a reply from them, they are looking into this issue.

[Joe Arseneau]

I honestly assumed you had one (HDD) that was "wonky" because I thought (and it appears I was wrong) that Secure print could only be done with an HDD, because it stands to reason that the job gets stored until release, which is pretty much the same as saved job.

I'm at a loss, sorry.

[FredyG]

Thanks Joe, the machine does not have an HDD. We have tried different drivers but no luck.

When you say a "saved job" you mean a saved job in the printer?, Can you have saved jobs if it doesnt have an HDD?

[Joe Arseneau]

Altalink and Versalink are not interchangeable, I will assume VersaLink since they have 7XXX and Alta is 8XXX

Normal and secure print transfer exactly the same way because the driver port is the same, and the file size transferred is identical so it simply can't be anything other than the memory storage speed on the printer itself. So software/Network/Firmware and drivers simply are not worthwhile to troubleshoot.

You can't make an HDD or RAM act faster either so I can't think of where you could even begin, I suppose if you don't have an HDD (its optional) it may be the cause, but as I understand, Secure Print is one of the things the HDD enables.

Maybe try a saved job and see if it behaves the same, which will at least get rid of the Secure Print portion.

Failing that, switch from V4 and V3 drivers, GPD and native PCL to see if any change the outcome.