Discussion: Help with MX611 printer crashing when printing from some FSC PCs
Summary: I noticed that sometimes our Lexmark MX611 printer crashes when patrons print to it from our FSC PCs. To learn more, I tested 12 FSC PCs by printing the same .pdf file. Six PCs crashed the printer and 6 did not. All 6 crashes were printed by Edge, but Edge also printed twice without crashing the printer.
Request: I hope that some of you have had, and fixed, this problem, and can tell me how you fixed it. On the other hand, if no other FSCs have this problem, it would be helpful to know that also.
I seek a focused fix, not “reimage the PCs”. Read on for the technical details.
Crash Description: By crash, I mean that the PRINTER display turns blue, and says “P4.IAPI1. xxxx Firmware Error [900.00]” for some seconds, and then tries to reboot itself. (xxxx is a 4-to-5 digit number. I have seen 9684, 10204, 9815, 10295, 9742, 10515, 9717, 9943, 9820, 9785, 10098, and 10011.) During reboot, it displays the screen you see when you power it on, which is a white screen with “Lexmark” and under that a progress bar. At the top, it says “LW80.SB7.P210 FIN.PIR.E805.”
Reboot Hang: About 90% of the time, the progress bar grows until it gets to the right leg of the “m” and then hangs forever. To fix the hang, I power it off for 15-30 seconds, then back on, and it boots normally, and prints fine until it crashes again.
FSC Tech Support help: An FSC Support Tech worked the problem with me.
- From one PC, we printed a .pdf file which had crashed the MX611 before. The printer crashed each time we printed it. We printed the .pdf from both Edge and Chrome.
- He reinstalled the printer firmware from Lexmark’s web site. Then, from the 1st PC we crashed the printer again several times. Using the identical .pdf file, we tried a 2nd computer, and it printed fine. Using a 3rd computer, it crashed the printer.
- The tech said that he had seen this several times in his experience. He said that reimaging the computers which caused the crash fixed the problem. [That solution seems extreme to me, like changing the engine when the spark plugs should be replaced.]
We have slow internet (11 Mb/sec) and reimaging is very tedious. Besides, half of our PCs have been reimaged in the last year. There must be some common problem causing the crash. Driver? App used for printing?
Methodical testing: So, looking for a pattern to pinpoint and fix the source of the crash, I tested our computers to see which ones crash the printer.
I used the same .pdf file for all tests. I printed using (mostly) the default app to print .pdf files on that PC. I printed once from each PC tested.
Our FSC has 14 computers. All are Dells: 7 x 7460 AIO, 6 x 9010 AIO, 1 x 7020. All are running Win 10 22H2. All have all updates installed as detected by the Computer Info tool. All printers were removed from the computers and reinstalled when our FSC IP address changed from 10.x to 192.x. I tested 12 of them.
Here are the results ordered various ways:
6 PCs crash the printer: 4 x 9010, 1 x 7460, 1 x 7020
6 PCs do not crash the printer: 1 x 9010, 5 x 7460
6 tests caused crashes printing from these apps: 6 x Edge, 0 x Adobe Reader, 0 x Fire Fox
6 tests caused no crashes printing from these apps: 2 x Edge, 3 x Adobe Reader, 1 x Fire Fox
Conclusions:
· Printer crashing does not seem to be related to computer model.
· All crashes occurred when printing from Edge 110.0.1587.63, but on 2 PCs Edge did not crash the printer.
Request: Go back to the top for the request.
Answers
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The two PCs using Edge, which did not crash are they on the same edge version as those that did crash? That could be a clue.
Another question, are the computers in your center connecting to a switch or Hub in the Center? Are the failed ones on the same switch or hub? Are all the computers in the center on cat6 ethernet cables?
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This sounds suspiciously like a problem we have been having with our Lexmark MX611 printer/scanner. It has been going on for WEEKS and is a great annoyance to our patrons and a huge waste of my time. The printer is currently completely non-functioning.
In January, the staff at our FSC began noticing a number of the same "blue screens" with the 900.00 firmware error on the printer screen. Frequency? Once or twice a week. Unfortunately, I did not put a policy in place for the different personnel to log the circumstances of the error. We have other stake officers that use the printer as well as local missionaries, so it is a challenge to get feedback like that. Since we could go a couple of days at a time with no one trying to use the printer, it seemed to "fix itself", only to go down again without warning.
In one case, I noticed that the printer "crashed" immediately when I sent a print job from a particular computer. It made me suspect that possibly the contents of a print job could cause the printer to crash, but I didn't have enough hands-on examples to call it a "trend". For what it's worth, we rarely use the Edge browser on our Windows 10 systems which are all connected (including the printer) via ethernet via a single Cisco switch. Most patrons seem to use Chrome. At different points, I did try to send different "print jobs" from different computers in an attempt to cause the problem (pdfs, images, web pages, the printer test page). I could never cause the problem on demand, but I didn't do rigorous, methodical testing. The time above that I "caused" the error, I wasn't even trying to trouble-shoot the firmware problem. I had just re-installed the printer entry on a computer and I was printing the test page....
The Lexmark web site acknowledges a 900.00 firmware but offers no explanation of its cause. The only fix they provide is to make sure you have the latest firmware (we do), unplug BOTH the power and ethernet cables from the back of the unit and let it sit for 30 minutes. Very odd!
This never worked for us, in that 30 minutes was never long enough. We had to leave it that way for at least 24 hours, or more in some cases. That usually seemed to "fix" it, but I did not do a methodical analysis of the circumstances.
We have the exact same start-up behavior when it is "broken": the boot-up progress bar proceeds about 2/3 of the way and then reverts back to the "blue screen". Contrary to the previous description, powering off and on never fixes the problem. We have to do the above hours-long "wait" with the cables unplugged before it will work again.
The fact that it will not even boot has been a serious obstacle to any technical support. Online support (both FS and Lexmark) want to see the specs of the unit and cannot since it never gives a working home screen or IP address on the network.
I have spent many hours with tech support (both FS and Lexmark) to no avail. Front-line support from Lexmark is absolutely useless, in spite of our support contract. One FS support technician (I have talked with three) was aware of some reports of bad or overheating main boards. They told me to be "insistent" with Lexmark and ask for an onsite technician visit, which is our right with our support contract. It was difficult, but I got them to agree to that. What they neglected to tell me is that they would be sending a part (not to the technician, but to the address-of-record for the stake center). Of course, no one was around to receive the part, so that just prolonged things as they refused to re-ship until the part had been returned by the shipping service.
Finally, a technician came with a part in hand. (I had to take time off work because Lexmark only provides service during "business hours" M-F). Replacing the part changed nothing. The technician did some trouble-shooting with someone at Lexmark HQ. Unfortunately, during manipulations for testing, the tech broke another part that basically made the printer unusable, with or without the firmware error.
Another part has been ordered and we are left waiting and waiting. No updates from support. I am very unimpressed with Lexmark support. I will call the onsite technician (a local contractor) directly on Monday to see if he has heard anything..... His plan is to replace the part and do more trouble-shooting. Can you blame me for not being very optimistic?
I understand the need to first go the route of "try-to-fix-it", which is required before we can ask for a replacement, but I am frustrated with a process full of "wheel-spinning". I am hoping we can ask for a new printer/scanner soon.
It was interesting to note that someone else was having a VERY similar problem. I wish I could offer a resolution. Do you feel any better now that you know someone else out there is suffering with you? Me? Maybe a little better....but I could really use a solution!
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So glad you posted this information Unfortunately this was only reported to the technical support staff on Thursday. We have taken the one other center we know about with this issue. We have started testing the compatibility issues with Lexmark drivers and the pdf formation on Windows and are working on a resolution. Once we have a solution or if we need additional information, you will be contacted. Thank you for your patience.
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Hi @David Peterson,
It was so refreshing (I'm sorry!) to read about your frustrating experience, finding out that I was not the only one having this incorrigible printer crashing issue. Just like you, it was very occasional, and started about October 2022. I couldn't figure out what was causing it. I finally thought I had isolated it to printing a specific .pdf file from a specific computer. I decided not to pursue it if it was only a single computer and a specific .pdf file. Over weeks, it seemed to spread to other computers and other situations. Finally patrons trying to print web pages would crash the printer, and staff would walk such patrons from one computer to another until they found one that would print the web page.
That's when I decided to perform methodical testing. It was after my first round of testing that I made this post. I was pretty sure that I couldn't be the only FSC leader with this problem. I have spent about 20 hours doing more testing since my starting post on this topic. So far, Adobe Reader, Fire Fox, IrfanView, and Libre Office Write and Calc have never crashed the printer from any computer I've tested. From one other computer, Edge and Chrome have never crashed the printer. However, Chrome and Edge crash the printer from all of the other computers tested, whether printing .pdf files or web pages. I have not yet finished testing all of our computers, and hope to not need to do that.
Thank you for taking the time to document your experience! These printer crashes make for less satisfying experiences for both patrons and the staff who are trying to help them. I'm thankful for Elder Richins and the other technical support staff working this issue.
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We should have the issue resolved and patch updates available very soon.
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Is it very soon yet?
A technician just called to say he will come on Saturday (tomrrow) with the replacement for the physically broken part. I don't have much faith that he will fix the firmware error problem.
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We FINALLY got some competent support from Lexmark. Its's been 2 months of run-around with multiple online and on-site personnel. Today's on-site technician fixed the physical damage caused by the previous technician. The blue-screen 900.00 firmware problem then cropped up. He said that he believed the problem was the hard-drive, and he disconnected it. The firmware error magically went away!
Fortunately, as he explained, the hard-drive is not needed for a simple usage pattern: occasional small print jobs, copies and scans. It now works fine for all of those. Of course, he has ordered a new hard drive and will return to install that. Our document feeder was also regularly jamming. He observed and diagnosed that as needing new rollers and will be installing those as well.
The only inexplicable part (to him), is that none of the computers could connect to the printer after he finished his repairs. For some reason, he thought that the way the computers were trying to connect was "odd". No matter, we went around and deleted the printer entry on every computer, searched for and installed a new entry. The result now is that printing and scanning works from every computer again.
Since the original firmware error was intermittent, I will resist the urge to declare the whole matter resolved until we get the new hard drive and see that it consistently works for a couple of weeks after that.
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We have seen many issues that removing and replacing with a new hard drive resolve many intermittent issues with Lexmark printers not connecting and or giving various 900 series errors. Pleased that you found a competent technician to resolve the issue. I suggest you let Lexmark know that you were pleased with the technician they sent you.
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Don't get me wrong, I am very thankful to finally have a potential fix, but if "many issues have been seen", how come it took over two months of back and forth with support at both FS and Lexmark before someone even suggested this might be a problem with the hard drive?
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The New York City FamilySearch Center has been battling this issue for more than a year. About a year ago a Lexmark Tech came out to diagnose the same printer hang and error 900 problem and replaced a part or 2 and upgraded the firmware. Things got better, but the error still occurred intermittently 3-5 weeks apart. We were not happy with it but tolerated it. The past month it has gotten annoyingly often. This message stream is the first time I heard that it could be the printer hard drive. We will contact LEXMARK about getting that replaced.
One last question: Does firmware get updated on the printer automatically? I see several LEXMARK updates in the past year and wonder if they are already installed.
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Ken Richins
Could the print issues be a virus? We also have problems with our printer. A Lexmark MX622adhe
How do l order a printer cartridge for a
Lexmark MX622adhe
SN 70188150006WL
Coulee Dam Ward 3342220
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Your not going to answer?
Plus our stake does not help with a family history computer or printer.
he told me to call Family History IT.
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To get help with FSC Computers and Printers your first resource should be your local Tech Specialist. Your second resource is contacting FSC Support by phone at 1-866-406-1830 option 5 FamilySearch Center support. Posting in the community will not connect you with those with experience and training to resolve hardware and software issues with FamilySearch Center computers and printers.
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I really appreciate having a place to discuss issues. We are having similar printing issues. Frequently we have our printer crash sometimes with a 900 or 900.36 error and sometimes with a blue screen saying firmware error. On reboot sometimes we get the same errors and sometimes it stops when the load bar is about 2/3 way across. Fix has been to reboot with a 20 second wait before restart. It will work after multiple reboots. We have had an FS tech work with us to no avail. Lexmark has been called but they plan on calling FS before they do anything else. The last firmware update resulted in attempting to print 78 pages each time the update was attempted. We would like to replace the printer or see if the stakes are willing to purchase something more reliable. We hve 27 computers and the printer is used regularly.
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Have the other commenters read about our solution for the intermittent blue screen with the 900 firmware error?
The solution was replace the printer's hard drive. We finally got a competent tech from Lexmark and he knew almost immediately what to do. FS support, Lexmark online support and a previous Lexmark tech did NOT know what to do. I don't know how FS support would know about this solution unless they were involved directly with someone else with the same problem and solution. I was told by FS support to work directly with Lexmark and they didn't ask that I report back with any resolution.
6 weeks have passed and we have not had the problem again. Before the hard drive replacement, it was happening every few days.
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My question is what happened with the "updates" that @Ken Richins - NAO Tech Support Lead mentioned back on March 27? Are those driver updates loaded onto our computers automatically?
The reason I ask, is that just today, we did get a blue-screen-firmware-900 error, but it occurs only when we submit a "certain" print job from a Chrome browser on any computer. If the same print job is submitted via Firefox, it prints without problem. If we attempt to print that page from Chrome, the printer crashes with the blue screen. Sometimes it automatically reboots and sometimes we have to manually power off and on. Then it is fine (unless we try to print one of those pages again from Chrome).
The "problem page" that we are attempting to print from Chrome is ANY "About" page from a Person in Family Tree. Every one that we tried, crashed the printer when using Chrome, and worked when using Firefox. Admittedly, this is a potentially very complex page, with multiple, flowing columns, possibly multiple graphics. But even if we picked a very simple About page with a minimum of data, it always fails for Chrome and never for Firefox.
I know we have seen this problem before when printing other "random web pages", but this is the first time we were really able to find a consistently reproducible case.
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Lexmark and Chrome are working to resolve the issue as it is strictly an issue with Chrome and certain formatting of certain documents. You have already found the only work around we have at this time.
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As the original poster (OP) for this thread, I’m reporting on the apparent resolution of printer crashes in our FSC.
Early in 2023, our Lexmark MX611 printer would occasionally crash when given a print job, displaying a Firmware Error 900.00 on its screen, and automatically trying (and usually failing) to reboot. We identified a special pdf file which would reliably cause this printer crash when printed from the Chrome or Edge browsers.
We engaged FSC Tech Support for a solution. I posted here to see if any other FSCs had experienced the problem, and if any had a solution. This showed that other FSCs had the problem. Another FSC posted their crash stimulus – printing the “About” tab from a Person page in Family Tree using the Chrome or Edge browsers.
We now had 2 test cases – our special pdf file, and printing an “About” person page – and printing either of those from either the Chrome or Edge browsers would produce the printer crash from 12 of our 14 computers.
Tech Support worked with Lexmark, and in response, Lexmark eventually produced an updated driver for the MX611. Before installing the updated driver, we again demonstrated that both test cases still crashed the printer from one of our computers. Then FSC Tech Support installed the updated printer driver on our FSC’s 14 computers.
Subsequently, we printed both the special pdf file and the same “About” person page using both the Chrome and Edge browsers from each of our 14 FSC computers. There were no resulting printer crashes. We therefore conclude that the new Lexmark printer driver resolved the printer crash problem which we were experiencing. We have informed FSC Tech Support of our test results.
We suggest that if you have been experiencing this printer crash, that you call FSC Tech Support to have them update your computers’ printer drivers.
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We have a new printer driver for the Lexmark MX611 printer that will fix the errors. Please get in touch with FamilySearch Center Support for the latest printer driver to resolve the issue with those computers experiencing the problem.
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