SOLUTIONS SUPPORT DIVISION

Bulletin Number 5783

Date: From: Subject:

06/13/07 SSD NVRAM Troubleshooting

Service 078 Communications: Supersedes bulletin 5783 dated 02/01/07

NVRAM TROUBLESHOOTING
Below is a list of common NVRAM related issues and trouble shooting steps to follow. Please place a check mark in the box next to appropriate symptom and which troubleshooting procedures have been done. The NVRAM reset procedures are also included in the bulletin for the C450/C351/C250/C252/C300/C352 should all other attempts to reset the NVRAM fail. If after going through the troubleshooting procedures the NVRAM is still unrecoverable then, follow the online ordering procedures for requesting a replacement NVRAM from KMBS. C250/C252/C300/C350/C351/C450 NVRAM trouble codes (C-D3xx codes) can occur at any time. Mostly these codes happen when updating firmware. A NVRAM Data Restore procedure was announced a few months ago to address these codes: Stop, 0, 7, 1, 3, 9, * What this procedure does is take a good image of the NVRAM off the MFP board (created when you performed the NVRAM Data Backup) and restore it to the NVRAM. There are approximately 30 registers that can be corrupt, so the above procedure may have to be done 30 times. If you suspect a corrupt NVRAM DO NOT perform the NVRAM Data Backup. This will take the corrupt NVRAM image and back it up to the MFP board. If this is done and the NVRAM is replaced the corrupt data you just backed up will be transferred to the new NVRAM. If this is the case then the NVRAM and MFP board will have to be replaced as a set.

IMPORTANT:

Known un-recoverable NVRAM symptoms:

Stuck on hour glass screen Incorrect meters When performing the NVRAM restore procedure the codes repeat themselves.

One thing that has been noticed is these machines seem to be highly susceptible to voltage sags and spikes. It is HIGHLY recommended to install a quality power line conditioner on these machines.

Page 2 of 8 Known fixes for various codes:

Bulletin Number 5783

C-D36E Install Phase 3.01 f/w (H5 or H6 depending on model) C-E002 Install Phase 3.01 f/w (H5 or H6 depending on model)

If you suspect a corrupt NVRAM please try performing a Data Clear. This can be found in the Tech Rep mode. Please note that all programmed addresses will be cleared. Please backup the address data using PageScope Web Connect to backup the data before performing the Data Clear. If NVRAM replacement is necessary please be aware that the meters may not be transferred and they might be reset to zero. This is unrecoverable and the correct meters cannot be inputted.

Note:

8020/CF2002/8031/CF3102

Codes C-3C00 through C-3C40 indicate a corrupt BRU Codes C-3C50 through C-3C90 indicates a problem with the PWB-C board or the scanner to mainbody cable.

8050/CF5001/C500 The NVRAM for the C500 cannot be replaced in the field. The only way to correct a corrupt NVRAM is to send the OACB, NVRAM, and PRCB into Konica Minolta to be reset. Known defective NVRAM symptoms:

Meters or default adjustment values are extremely high Adjustments do not hold after powering the machine Off/On

On the Black and White machines you can make sure that the NVRAM is bad by swapping a good NVRAM from another machine in the same product family. This will save significant time and expense in getting back the machine in working condition. bizhub 200/250/350 Common symptoms when NVRAM replacement may be necessary:

Machine not going to ready state. Will not print to a host name with DHCP. Will not scan to Email. On startup abort code 0x0000999a. Abort code 0x00f00b00. Will not print. Machine reboots every few minutes. Screen freeze in KM logo. Keep losing machine settings when power off.

bizhub 420/500 Common symptoms when NVRAM replacement may be necessary: In these models first try to flash the machine to the latest firmware before swapping the NVRAM because the firmware fixes many of the following symptoms.

Screen freeze in KM logo. Fax unit locking up the copier or not recognized. CE-084 Error code. Can not ping the copier. Cd-203 error code.

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Bulletin Number 5783

Display resetting to Japanese. Losing network settings after firmware upgrade. CE-002 Error code. Scan to email or FTP. Loss of adjustment data. Total counter is reset. Display TCR adjustment. C284x Error code.

bizhub 600/750

Common symptoms when NVRAM replacement may be necessary: Screen freeze in KM logo. Can not recognize DF. Error code SC2203.

7145/7255

Common symptoms when NVRAM replacement may be necessary: Blank screen. Loss of email addresses. Loss of settings Error code E56-01 All requests for NVRAMs must be approved by the SSD hotline and a problem ticket generated. If a request is received without an established problem ticket number the request will be denied.

Note:

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Bulletin Number 5783

Instruction for NVRAM recovery card

Following two functions are available on NVRAM recovery card to correct NVRAM failures in the field. NVRAM initialize: All data except sales counter data will be initialized. NIC setting erase: Network setting will initialized to restart network function. This card can be applied to the Color MFP products (C450/C351/C250/C252/C352/C300) which is installed Phase2.01 system or later. Please follow below instruction when using NVRAM recovery card. Note: please use this card always after necessary processes are done as mentioned below. In case of Network problem 1. Do NIC setting erase with NVRAM recovery card for following problem. Network setting key will not appear in administrator mode. IP address setting will disappear after turning off/on the MFP. 2. If NIC setting erase does not help, Do NVRAM Initialize with NVRAM recovery card. In case of C-D3xx trouble 1. Attempt STOP,0,7,1,3,9, sequence to clear the trouble code 2. Update FW to Phase3.0 or later and do gradation adjustment if C-D36F is displayed. 3. Update FW to Phase3.01 or later and if C-D36E is displayed. 4. If above measurement does not help, Do NVRAM Initialize with NVRAM recovery card. In case of abnormal counter issue 1. Do NVRAM Initialize with NVRAM recovery card. 2. Replace NVRAM. In case of the other troubles than mentioning above. 1. Do Data Clear in system1>Initialization of service mode 2. Do NVRAM Initialize with NVRAM recovery card. When problem is not solved although above measurements have been applied, NVRAM will need to be replaced. Please follow your own regulation to procure NVRAM.

HOW TO USE NVRAM RECOVERY CARD 1. Make the card of following program as same manner as making normal FW card. For C450/C351: For C250/C252: For C352/C300: 20070301_4037-F000-Gcn-G4-000(00)_CHECKSUM-29F9.EXE 20070301_4038-F000-Gcn-G4-000(00)_CHECKSUM-16E6.EXE 20070301_9J06-F000-Gcn-G4-000(00)_CHECKSUM-66AA.EXE

2. Insert the card in the slot

Page 5 of 8 3. Turn on MFP while pressing Clear key until below screen appears.

Bulletin Number 5783

4. Select either NVRAM initialize or NIC setting erase. 5. Press Start. 6. Turn off/on the MFP. 7. Remove CF card. 8. Power MFP ON. 9. Enter machine serial number. On the first turning on the MFP after having done NVRAM initialize, the MFP panel may get CAUTION: dark after sandglass screen for about 30 seconds. Do not turn off MFP until operation screen appears. In case having done NVRAM initialize, be sure to carry out following operations. 10. Make following setting correctly in service mode.

System1>Marketing Area System2>HDD> System2>Option Board Status System2>Image Controller Setting System2>Software Switch Setting Switch No. :10 , 0 , Fix ) Hex Assignment: :00 (be sure to press 0 ,

11. Turn off/on the MFP again. 12. Do the setup procedure instructed in installation manual.

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Bulletin Number 5783

NVRAM Ordering Procedure:

KMBS Service Operations is pleased to announce that NVRAM, BRUs and ICs can now be ordered online after you have confirmed the failure of the NVRAM with SSD. YOU MUST HAVE A SSD TICKET NUMBER IN ORDER TO PLACE YOUR NVRAM / BRU ORDER ONLINE The NVRAM can be ordered via the Online Technical & Special Program order form located within MyKonicaMinolta.com in Service > Warranty Application > General Warranty Claims > KMBS Technical & Special Programs.

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Bulletin Number 5783

Once you complete all required fields on the NVRAM / BRU Replacement Form you will be assigned a Claim Number. It is imperative that your SSD ticket number has been provided to you in order to complete the claim NVRAM/BRU form. Also, you will have to select the respective model from the drop down box and then select the radio button of the component you need.

Log out Main Menu

NVRAM/BRU Replacement RA/Claim

Continue

Cancel

To create a 'NVRAM/BRU Replacement RA/Claim', enter all required information and click Continue.

RA/Claim - Step 1 of 1
Required

SDD Tickect
445897

SSD Ticket #:
Required

KMBS Customer Information

00000555555
KMBS John Smith Harry Smith 100 Williams

Bill to KMBS Customer Acct. No.: KMBS Customer Name: Technician's Name: Technician's Manager Name: Address 1: Address 2: City: State: Zip Code: Phone: Phone Ext: Fax: email: Contact: Ship to Acct.:

Ramsey NJ 07646 201-934-5339

KDolson@kmbs.k

0000025963

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Click to select Ship to Company: Ship to Address 1: Ship to Address 2: Ship to City: Ship to State: Ship to Zip Code:

Bulletin Number 5783

Please Note: KMBS will ship UPS overnight.

Required

Product RA/Claim Information

C450 31058888 102365

Model: Serial Number: Meter: Requested Part: Failure Reason:

Required

NVRAM

BRU

IC40

IC6

IC45

U39

Customer Information
Optional

Name of Customer:

Upon our receipt and verification of your online claim information, KMBS Service Operations will process a Special Program parts order to ship the requested item. All NVRAM / BRUs will be shipped overnight Air Service and an automated e-mail will be sent to the requesting KMBS Customer confirming the shipment, KMBS claim number, and parts order status as well as the UPS tracking number for the delivery. Your account will be charged $200.00, which will be credited once the existing NVRAM has been returned to KMBS noting the online Claim number assigned when you submitted the NVRAM/BRU Form. Questions related to your NVRAM parts claims may be directed to KMBS Logistics Operations at (201) 9345339. Thank you for your continued support of Konica Minolta Business Solutions, Inc. products