3 E876 units, different clients, different states, all stuck at 6/8 with 4.10

[GaryL1]

I was about to call someone, but I know most L2 techs have access to this forum.

One Monday, one Tuesday and one today.  All units stuck at 6/8 during boot.  All are licensed at 40.  All have inner finishers.  All use scan to email.  None have a fax card.  All have FS4.10 that was updated through USB.  All Froze 6/8 of start up. 

Techs (TX, KY, ND) then formatted in pre-boot and reloaded.  Still stuck.  Anyone else having issues?   We have a HDD on way to one.  One was swapped out with a loaner.  One happening now.  We just shipped 30 E876/E825 and E778 units with 4.10 to various locations in Indiana.  Am I looking at a FS bug?  Do I need to FedEX out  USB sticks with 4.9.01?

[Dennis-G]

Hi,

yes, I’ve seen this.

When a clean disc and update to 4.10.0.1 doesn’t solve the issue, you need to replace the hard drive of the unit. There are 2 hard drives in. The unit and probably you have 1 seagate and 1 toshiba. When the Toshiba is on the formatter you better can order the seagate and have 2 seagates in the device. 

let me know if this solves your issue. 

kind regards

Dennis

[PLA928]

Hi Gary,

We have had a few calls in support for this issue. We have found these steps to resolve it:

Secure/Erase

Format Disk

Load firmware

Stage 6 includes the Partition Manager processes, which configures the disk layout. So, a clean re-install usually fixes the issue. If not, it may be physical, such as the Storage Disk (Main Board Disk).

Another step is to pull the LAN and HDMI cable to see if it boots. If so, the issue may be cable related, Main Disk or Main Board. If it doesn’t boot, if may be the Formatter or Formatter Disk.

If those ideas don't help or if you want further assistance, please call the support line and we can work with you on these cases.

[GaryL1]

Thanks for the replies.  Will try all suggestions.  If it works, I'll post a follow-up.

Gary

[PLA928]

Correction: Erase/Unlock, do not do secure/erase

[GaryL1]

Dennis,  Is there an FTP link to 4.10.0.1?  I only see 12/24/19  FS4.10 release on my portal and public access.

[SD_MTL]

Hi Gary,

Please contact your local PSM and they will provide you with the FTP site.

Thanks.

[PLA928]

Gary, do you happen to know what the firmware was before you updated to 4.10? 

[GaryL1]

No, but some had sheets attached to the crates saying that the firmware was old, and to update.  They were as old as 4.6.  I don't know if the vendor put those on or where those sheets originated.

The SOP that I set up originally for pre-flighting was to format the disk on the very first boot-up.   On a recent conference call or training that we not do that and do the update in the CPMD, front USB.  So, we stopped doing that.

Tomorrow I'll get the serial numbers and post them if needed.

Note: One unit is fine now.  Formatted and installed 4.9.

[EsaS]

Does these device has 3rd party solutions installed?

When device hangs in 6/8 is there a possibility to check if the HDD (in formatter) is hot?