M776z signed certificate and unresponsive EWS

[ph-issues-again]

setting up a M776z. Have been able to access device using self-signed certificate with the untrusted warning. I have already installed all relevant root and intermediate CA's. I created a certificate signing request, sent that to my organizations CA, and received back a X509 certificate (in addition to certificate chains). I installed the signed x509 cert. The self-signed certificate was selected as being used for authentication, email, and IPSEC. I selected the new CA-signed certificate and clicked 'use this certificate for authentication' and got the warning there may be a temporary EWS interruption... ok.

I have not been able to connect to the EWS since. It doesn't appear to be certificate mismatch issues as the EWS site cant be reached (http or https).  I'm getting "ERR_TIMED_OUT" or "ERR_CONNECTION_TIMED_OUT" instead of something like "ERR_CERT_AUTHORITY_INVALID." I can still print, I can still ping the MFP, but i cannot reach the EWS. On the device control panel settings i verified that HTTPS is set to optional but there is no way to revert certificates or diagnose the issue from the control panel. The printed security page indicates that the new certificate is 'installed' though the Issuer CN and Subject CN are listed as 'not applicable.' Regardless, I know it's the new certificate based on the valid to/from dates.

Shouldnt matter but i'm using win 11 and we can't install any specialized management software on these computers.

Suggestions? I'll be fairly ticked off if i have to factory reset this thing since we were nearly done with configuration.

[ph-issues-again · Accepted solution]

A month later I've discovered this was a known issue. Had to dig through firmware update documentation to find out. The firmware update fixed it but had do be done at boot. One again these forums were unhelpful