Reloading System Software and dealing with messages: “System Unavailable,” “Speed Mismatch,” and others
C35 style
(Pro55 shown)
Perhaps the most prolific and popular Xerox style of copiers/MFDs, the black and white C35 style started selling about 15 years ago, and through half a dozen new families of models, this series continues to be sold today as the WC-5890 family. One of the most difficult problems to cope with remains memory loss or corruption. The NVM (Non Volatile Memory) is protected by a 3 volt lithium battery and when that fails, as is true for most copiers, the machine loses its memory and needs to have the memory restored one way or another to get it back up and running. Let’s have a look at some of the fault messages you may see and the best steps to try to remedy the situation.
First, an ounce of prevention is worth a pound of cure. Make sure to keep a current copy of the machine’s configuration report handy (keep a copy in a pouch on the rear cover of the machine).
You’ll be happy to have this if you ever need to reload the system software, because you’ll need to know which version the machine was equipped with in the first place. Also, you’ll want to know with confidence which optional services are loaded and what the network configuration settings are supposed to be. You can also check the system software level by pressing the “Machine Status” button and then touching the “Machine Details” choice on screen. Read the version listed under “Current System Software.”
It’s also important to back up the memory on these machines if the opportunity ever arises. If a tech with a PWS (Portable Work Station) laptop is working on the machine at any point, ask them to run the NVM Save/Restore utility and load the file onto a backup disk. Keep this disk in the pouch on the machine. This disk is known as the “Resident Diskette” (older models kept this on a floppy disk). This way if the NVM ever gets corrupted you have a backup file so someone with the PWS can use it to run NVM Save/Restore to restore the settings from the backup file.
If you ever need to reload the system software on the machine, the process all depends on which model you’re working on. You can find the software .dlm file on the excellent Xerox support website: www.support.xerox.com and there enter the model of the machine and choose the link below your model for “Drivers & Downloads.” Scroll down to the bottom of the screen to find the firmware. You can download the newest software in a zip file and in most cases there are also “Read-me” files available in pdf format that explain how to load the system software. You will need to refer to the machine or to a configuration report (as mentioned earlier) if possible to know which version of software will work with your model and configuration. If you don’t have a way to check which version, here are some guidelines as to which versions are used for which configurations:
- DC-555 Family [(Document Centre) DC-535, 545, 555]
MS (Multifunction System) version uses software starting with 00 (example: 00.27.18.000)
DC (Digital Copier) version uses software starting with 0 (example: 0.27.18.000) - WC-Pro55 Family [(CopyCentre) C35, C45, C55; (WorkCentre) WC-M35, M45, M55, Pro35, Pro45, Pro55]WC-Pro models (advanced MFP) use software which starts with 03 (example: 03.98.50.000)
WC- M models (printer/copier) use software which starts with 04 (example: 04.98.50.000)
CC models (copier only) use software which start with 02 (example: 02.98.50.000) - WC-275 Family [(WorkCentre) WC-165, 175, 232, 238, 245, 255, 265, 275, 5135, 5150]
WC-Pro models (advanced MFP) use software which starts with 13 (example: 13.60.22.000)
WC models (printer/copier) use software which starts with 14 (example: 14.60.22.000)
CC models (copier only) use software which starts with 12 (example: 12.60.22.000) - WC-5687 Family [(WorkCentre) WC-5632, 5638, 5645, 5655, 5665, 5675, 5687]
SBC models [with Tag 040, SBC (Single Board Controller)] use software starting with 25 (example: 25.54.53.000)
WC+PS models (with Postscript, without Tag 040 external controller) use software starting with 21 (example: 21.120.52.000)
WC models (no Postscript, without Tag 040 external controller) use software starting with 20 (example: 20.120.52.00)
Earlier models that had external controllers hanging from the bottom rear of the machine required software upgrading to be done from either a networked computer or from a PWS laptop. The newer WC-5687 family models which are with Tag 040 (these are the ones with the SBC) allow a way to reload the software from a USB flash drive which is good because this way you don’t need to use a customer’s computer to initiate the software upgrade.
For the machines that allow loading from a USB flash drive, here’s how that procedure goes: you’ll need to create a top level folder on the USB thumb drive and call it “AltBoot.” Then copy the .dlm file into that new folder. Next, make sure the USB printing option is disabled on the machine. Turn off the machine, plug the USB flash drive into one of the two USB ports on the upper rear of the machine, and then switch on the copier. A software upgrade screen will appear after about a long minute of waiting. Note that if the display goes right away to “Upgrade Failed” that would be a clear indication that the hard disk drive has failed. Normally it takes about five minutes before the display shows “Upgrade Complete – remove the USB flash drive and press ‘0’ to continue.” Continue following the instructions on the display. The rest of the process takes approximately 10 minutes for the machine to complete the process. The machine will reboot at least twice before it finally comes up and prints a configuration report that shows you the software upgrade is done. If you see a warning message saying, “The NVM you are trying to restore has been generated from a different version set number,” you will need to select “yes” to continue.
“System Unavailable, do not power down until the power down message appears”
The Xerox support site recommends to customers to wait at least 10 minutes till the “Power Down” button becomes available. If possible use the button on the User Interface (UI). If no button appears, attempt to use the Power Button on the left side of the machine. If that also fails to power down the machine, the Xerox support site recommends only then you should unplug the machine and wait at least 10 minutes before plugging it back in and trying to power it on again. These machines HATE having the power disconnected; it causes a lot of software problems.
“Install Phase Incomplete” or “Speed Configuration Mismatch”
You may see these messages or other odd messages if there is a loose software module (read below about what to do if the machine was recently moved), the memory backup battery on the software module dies, or you’re replacing the software module with a new one or one from another machine.
If the machine was recently moved, the first thing you’ll want to try is checking the connections. Power down completely, then go re-seat the software module and the system memory DIMMs which are found in the image processing drawer at the top rear of the machine. These little sub-boards are standing up in card connectors on the image processing board. Sometimes that’s all that is wrong. Use Stabilant 22 on the card pin connections to help make an improved electrical connection that is protected against future contaminants and oxidation formation on the contacts.
Memory Backup Battery (C35MBB)
If you suspect the NVM has become corrupted by a failing memory backup battery, here are details on how to check the battery:
Measure across the two legs on the opposite end of the battery from where the dot is found. You should read between 2.8 and 3.0 volts if the battery is good.
The battery can be ordered under the part number C35MBB. When replacing the C35MBB, the battery is a yellow rectangular snap-on type of battery on the software module sub-board on the image processing board. You will want to slip a small flathead screwdriver blade under the battery and lift straight up till two contact points come loose, then go to the other side and do the same.
If you try to pry the battery up, you risk breaking the piece underneath which the battery snaps onto.
After replacing the memory backup battery or the software module, if you don’t have access to someone with a PWS to do the proper NVM Restore, or you don’t have the NVM backup disk, you will need to reprogram the memory settings manually from NVM Read/Write in diagnostics. Below are the critical NVM codes that need to be set correctly to match the machine’s original configuration. You must have these all agree as to what speed the machine is set up for. There are physical differences between the 32/35/38 ppm models and the 45/55 ppm models, and the 65/75/87 ppm models. Do not try to change these settings away from their original settings that match the actual model and speed of machine you’re working on.
Most Critical Memory Adjustment Codes (NVM):
***03-008 Product Identifier Settings for each particular model and configuration:
Note: AMF = Advanced Multifunction options (includes network scanning, etc.), BMF = Basic Multifunction, PS = Postscript option included, DC = Digital Copier (copying only), ST = Multifunction
- DC555 Family: 535ST=33, 545ST=35, 555ST=37, DC535=32, DC545=34, DC555=36
- WC-Pro-55 Family: WC-Pro35=48, WC-Pro45=49, WC-Pro55=50, WC-35=51, WC-45=52, WC-55=53
- WC-275 Family: (AMF = Advanced Multifunction option, BMF = Basic Multifunction option, PS = with Postscript)
WC-Pro265AMF=71, WC-Pro275AMF=72, WC-65BMF=73, WC-275BMF=74, WC-265BMF+PS=75,
WC-275BMF+PS=76, WC-232BMF=77, WC-238BMF=78,
WC-245BMF=79, WC-255BMF=80, WC-232BMF+PS=81, WC-238BMF+PS=82, WC-245BMF+PS=83, WC-255BMF+PS=84, WC-232AMF=85, WC-238AMF=86, WC-245AMF=87, WC-255AMF=99 - WC-5687 Family: WC5645 DC=106, WC5655 DC=107, WC5665 DC=108, WC5675 DC=109, WC5687 DC=110,
WC5645 BMF=112, WC5655 BMF=113, WC5665 BMF=114, WC5675 BMF=115, WC5687 BMF=116, WC5645 BMF+PS=118, WC5655 BMF+PS=119, WC5665 BMF+PS=120, WC5675 BMF+PS=121, WC5685 BMF+PS=122, WC5645 AMF=124, WC5655 AMF=125, WC5665 AMF=126, WC5675 AMF=127, WC5687 AMF=128, WC5632 AMF=135, WC5638 AMF=136, WC5632 BMF+PS=139, WC5638 BMF+PS=140, WC5632 BMF=141, WC5638 BMF=142, WC5632 DC=143, WC5638 DC=144
Once you have all those critical settings right, you will still likely need to do the registration adjustments and run the machine to see if anything else needs to be tweaked or corrected. The best way is always to get a Xerox tech with the PWS laptop to come in and restore all the original settings.
I hope that helps bail you out the next time one of these machines gets senile and loses its memory on you! Happy Repairs folks!
