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  • Ricoh C9100

    C9100 & Fiery Workstation. Need any advise on issues like forgetting mixed media and random settings going back to default on thir own. We also need feedback on constant crashing of Command workstation (always right after imposing jobs).

  • #2
    As is the case with most software make sure everything is up to date, including Fiery patches and Windows updates. If you're still having issues and you don't have your Ricoh SE's number have your sales or service rep get you in touch with that person. A fresh reload might be in order if that hasn't been done already, just make sure a Fiery backup to an external drive is completed first.

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    • #3
      Thank you. Our techs have already done that. Our Fiery has been reloaded at least 7 times. They keep struggling to find the cause. At some point it was suggested that the it could be the communication board that resides in the actual device but their I hesitation on their part to replace it. I was wondering if it was a common occurrence with other 9100's. They keep telling us that they are working with Ricoh and EFI, but we've had this issues for almost 2 years.

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      • #4
        Are they reloading from the disks or some kind of backup image? I wouldn't think the communication with the printer would cause mixed media setting to be lost. What command workstation version is on there?
        Warning I am a Ricoh tech.

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        • #5
          Evening and thanks for reaching out. We welcome any feedback especially from a Ricoh tech. Yes, they have actually done both loading from the disks and back up image mutliples time well over a year now. We have 3 fiery workstations with commons issues that have been rotated between all the devices (2 C9100's and 1 C7110)

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          • #6
            The communication boards were mentioned to be possibly bad by the techs and at this time they have not tried replacing any to help rule out if its a possible cause.

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            • #7
              We have Command Workstation Packet 6.3.0.199 and Command workstation 6.3.0.34 on both C9100's and Command workstation Packet 6.3.0.259 and command workstation 6.3.0.45 for the C7110. We do not have direct service from Ricoh, we have to work with a 3rd party Ricoh rep.

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              • #8
                I am sure the dealer techs know as much as we do and they should have a regional ricoh rep they escalate to and get onsite.

                I assume the issues you are having are with command workstation running on the Fiery itself right? Have you tried just running the command workstation version that is on there after reloading for a while? I have one where we wanted to upgrade to 6.3 for the archive manager and after updating to 6.3 command workstation kept crashing. We reloaded the Fiery and updated to 5.8 and are going to try to put 6.3 on it again later. I am told 6.3 should run on there.

                What happens if you run command workstation on a different PC and connect to the 9100?
                ​​​
                Warning I am a Ricoh tech.

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                • #9
                  We have had the Regional rep involved and other outside specialist ongoing for several months now and neither have a solution. The focus is now on our environment being the problem. We have had our Power supply coming in to the panel checked out for 2 weeks along with the power supply running from the panel to the devices outlets. No reported concerns of surges or spikes. We have been using fiery workstations for 14yrs and never experienced this kind of behaviors with our previous workstations up till 2yrs ago and its been ongoing. Could it be bugs in the software? Communication boards?

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                  • #10
                    Any other ideas on how to approach our issue would be greatly appreciated

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                    • #11
                      I have a 9100 and do not have these issues. I would at this point demand that they either completely replace the CW server and depending if you are leasing or still making payments, have them replace the comm board they are talking about. Here is the deal, you have done your due diligence on power and now it is their turn to do right by you. Ricoh is just like any other company and you have to apply pressure or else they will think everything is fine.

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                      • #12
                        We had that happen to us as well one time. They were talking new drives and mother board. I finally had time to see what what they were doing during installation. and the problem was always when they re installed the profiles. Turns out one of the profiles was corrupt and causing this issue.

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                        • #13
                          Originally posted by Wgn4261 View Post
                          Any other ideas on how to approach our issue would be greatly appreciated
                          Perhaps they could bring in another Fiery (their own demo unit, e.g) as a test box to see if it makes any difference. Not sure if the dealer is willing but Ricoh direct service will just like-for-like a Fiery once they realize it costs more in service calls than it does to just replace it.

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                          • #14
                            They have done that already. They swapped the fiery's between both 9100's and then brought another one. Device has the same issues. They even did a hardware diagnostics on the Fiery and came up fine. We really think it is the device (9100) but our 3rd party techs continue to not want to replace parts. We have even reach out to Ricoh, and they keep bouncing us back to our service provider.

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                            • #15
                              Originally posted by Wgn4261 View Post
                              They have done that already. They swapped the fiery's between both 9100's and then brought another one. Device has the same issues. They even did a hardware diagnostics on the Fiery and came up fine. We really think it is the device (9100) but our 3rd party techs continue to not want to replace parts. We have even reach out to Ricoh, and they keep bouncing us back to our service provider.
                              I cannot find this out for you however there is always a Ricoh person who represents various dealerships in your region. This person is probably part of the Commercial & Industrial Print Group (CIP). If you can get to him or her perhaps they can influence the dealer in question on your behalf. How do you find this person? Pressure your dealer's president or owner for the name and number because they certainly know it. The NIC on the machine is probably part of a larger main circuit board and therefore very expensive.

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