PrintByXerox stuck on processing

[andy2]

One of the Xerox devices in our fleet (Altalink C8035) is not printing jobs from the PrintByXerox App. We can log in to the App ok from the machine and see the job waiting to be released, but when we try and release it, it just stays on 'Processing', with the circle spinning round and round.

It worked fine up until a week or so ago, and the other devices in our fleet are fine. I have also tried releasing the exact same job from another one of our devices and it released fine.

Any idea why this may be, or what I could try to get it working again?

Thanks

Andy

[XMP_Admin]

This problem has been escalated to the developement team and they are actively debugging the issue.

[andy2]

Initially I thought this was affecting only one of our devices, but it now looks like all of our Xerox machines are affected by the same issue. Can somebody please respond asap? I have also logged it with support days ago, but no updates there either.

[ChaosEnvy]

Same issue here for me as well.  Can log into to PrinbyXerox, see the document, attempt to print and then it just sits on processing.  Eventually it times out and returns to the main menu.  I have tried a test of momentarily disabling the firewall without further success. I contacted support and was told a software update would fix it.  Updated to the latest software release and the behavior remains the same.  

Hopefully you get a response on how to resolve. 

[andy2]

OK so it does sound like it may be a wider issue and at Xerox's end rather than ours. I updated the firmware for the machine and the App is on the most recent version available in the App Gallery. Very inconvenient as our customers use this service a lot and its a small part of our revenue.

[XMP_Admin]

The problem as been identified and a fix is currently being tested.  The outlook for getting this into the product environment (basically fixed for the field), is the morning of Nov. 2nd. 

[Fisqa-BSE]

Hi, XMP Admin. what's the status of the solution? Has it been successful?

[XMP_Admin]

The fix has been made to the production environment.  Please let us know if you are still experiencing any issues.

[andy2]

It is now working for our devices. Thanks for the help.

[ChaosEnvy]

What is the fix?. I am still having the same issue on my end.