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A Postgate
New Member
New Member

Spinner Stuck After Logging In C8170

We're seeing an issue on the latest firmware (113.011.011.17810) on our C8170 where when a user swipes their card, it tries to login but the spinner/loader gets stuck at the front of the screen. The only option is to reboot the copier whenever it does it. We're seeing it at least 5 times a day.

We're using workplace suite (Version 5.6.204.6) convenience login with swipe cards which is working perfectly on all of our other machines. 

Anybody seen this issue? Is this a firmware bug?

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4 Replies
XMP_Admin
Xerox Employee
Xerox Employee

Re: Spinner Stuck After Logging In C8170

Given that the problem is only seen on this one device and it appears to be intermittent, I would recommend contacting Xerox support and submitting a ticket.  This sounds like logs will need to be captured from both the solution and the printer and maybe even network traces.  The support team should be able to help collect the information needed.

"Innovating how the world communicates, connects and works."
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mdetwiler@greenoffic
Frequent Member
Frequent Member

Re: Spinner Stuck After Logging In C8170

We are seeing a similar issue with a customer and all of their new C81XX devices. Was their a resolution to this issue?

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A Postgate
New Member
New Member

Re: Spinner Stuck After Logging In C8170

There were a couple of things that we found to help (we're not entirely certain which part fixed it..)

So to explain the first one; a user had changed their language to "english - international" and his seemed to be the account that did it the most. Chanigng back to the default "english - american" made it better for him and so we disabled the personalization on the machine. Unfortunately this actually stops a user from being able to add shortcuts/apps but luckily none of ours use it.

The issue came back for a few users but less often so; we decided to do a network trace with the firewall (as the printers are communicating with a server and dns on a different vlan). This showed some random dns requests that were failing - turned out multicast dns was enabled on the printer. We disabled this and we've not seen the issue since.

So my advice is to do a network trace if you can, see if there's any failed dns requests and check the multicast dns settings. 

Good luck, keep us updated!

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A Postgate
New Member
New Member

Re: Spinner Stuck After Logging In C8170

Reply to XMP Admin: If only xerox support were actually this helpful - the best we got was an engineer who updated firmware and factory reset the machine.. neither of which helped us.

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