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900.xx, 900.00, 900 Service RIP Errors; Preliminary Tests and Escalation Information Gathering Steps Including the Capture of 'History' and Secondary 'Crash Codes' |
Document ID:HO3643 |
| Properties |
Problem
Environment
Button sequence; Operator panel button sequence; PCL Smartswitch; PS Smartswitch; How to obtain crash code information; How to capture; USB Menu; Standard Network; Network; Parallel; Driver types include PCL, PostScript (PS), Universal, and host based (HBP) printer drivers; History
Solution
Overview
This article provides:
- - Basic troubleshooting tips for 900.00 Firmware, unidentified 900.xx, or 900 Service RIP Software errors.
- - Additional tests and remedy suggestions.
- - Information required by Lexmark technical support in the event that the cause of this error cannot be determined.
- - Instructions for how to gather print-job history and secondary crash-code information.
IMPORTANT! 900 errors do not imply that a service call is required. Many of these errors can be analyzed using a well-established escalation process and a solution can be provided over the phone.
Target Audience
Any enduser who is experiencing a 900.00 Firmware error or a 900 Software RIP Service error on their printer or MFP.
NOTE: The subcode .00, found on newer devices, signifies no match for any specific problem or printer process.
Recommended: Other 900.xx errors, (where xx is a specific sub code number) may have a KnowledgeBase article available. Search for the specific 900 error before you continue to read this article.
Click to any topic in this article.
- -Preliminary Diagnosis
- Power OFF and ON with and without data cable.
- Reconnect cable and send different print job.
- Clear all jobs in print queue and resend the print job.
- Switch from PS to PCL driver or vice versa.
- -Other Tests and Remedy Suggestions
- Bad cable
- Printer driver issue
- Corrupt print queue
- Defective printer peripheral
- Firmware fix suggestions
- Corrupt print file
- Disabled PS or PCL Smartswitch
Follow steps 1–3, and then reference each decision table to determine your next step.
To summarize the steps:
- Power the printer OFF and ON.
- Disconnect the data cables and repeat the power off/on procedure.
- Send a different print file to printer, and then send the problem print file to the printer again.
- If the problem is isolated to a single file or incident, see Other Tests and Remedy Suggestions.
Steps/Actions
- Power the printer OFF and ON.
IMPORTANT! Make sure the original print job has been released from the print queue, or pause the print queue before performing this procedure.
Step 1 Decision Table
| If... | Then... | And... |
| The error remains displayed on the printer... | Disconnect the data cable (USB, ethernet, parallel, or other data cable type)... |
Repeat Step 1.
Does the error return? If yes, you likely have a printer hardware issue. See Contact Lexmark at the bottom of this article. NOTE: You still may be asked to provide additional information about your printer or MFP's environment. Also, you may still need to provide some of the information found under Data Collection for Escalations.
|
| The printer returns to a Ready state... |
Try to print an internal test page such as the Menu Settings page(s) from the Reports menu...
|
Did an internal printer test page print? If yes, this is probably a software, communication, or firmware-related issue. See Step 2. If no, the error returns again. See Contact Lexmark at the bottom of this article. |
- Reconnect the data cable and send a different print job to the printer.
NOTE: Again, the printer must be in a Ready state, and the print queue should be free from any existing print jobs before performing this procedure.
Step 2 Decision Table
| If... | Then... | And... |
| The error returns... |
Again, power the printer off and on... |
Make sure all print queues with access to this printer are free of spooled print jobs. Not performing this check will likely result in a resending of the problematic print job. If possible, repeat this procedure with a different type of data connection cable; for example, if connected via Ethernet cable, try to connect the printer to the computer via USB cable. If still unsuccessful, see other tests and data collection topics below before you contact Lexmark. |
| The print job is successful! | A communication or software issue may be the culprit... | Continue to Step 3. |
- Resend the print job that originally generated the error.
Step 3 Decision Table
| If... | Then... | And... |
| The original print job again produces a 900-related error... |
Clear the print queue, and power the printer off and on again...
|
See Other Tests and Suggestions.
If a solution cannot be obtained, see Data Collection below and then contact Lexmark. |
| The print job is successful... | A software or communication issue may have been the culprit... | Further observation is recommended to isolate the cause of the problem. |
Other Tests and Remedy Suggestions
If you are viewing this section, you have already performed the base printer test above under Preliminary Diagnosis and you have determined that the error is not caused by a hardware failure.
You can perform these additional tests to further eliminate or verify possible root causes for the error.
NOTE: If you cannot determine the root cause of this error, skip to the next data collection section to obtain the required information necessary for Lexmark Technical Support to further diagnose the issue.
In this section, you will try to eliminate the following possibilities:
- - Bad or corrupted print data due to a poor data cable connection.
- - A printer driver emulation problem caused by a printer driver that is not suitable for a particular type of file.
- - An improperly processed print job caused by heavy print queue traffic or other forms of congestion.
- - A specific peripheral or option on the printer that is called upon when printing this specific-problem print job.
- - Printer firmware either outdated or introduced early in the product's lifecycle; e.g., Update Network, Base, Engine, Kernel, or other firmware code levels depending on your printing environment.
- - A bad or corrupted source file caused by the software application that created the original document.
- - Non-print related error sources such as fax, remote copy, e-mail and others.
- - Network congestion or data integrity over the network.
- - Printer settings that may generate 900 errors.
- - Network ports or problem with print queue.
- Bad cable or connection test
- Reseat the data cable on both ends. For example, printer and the network's source Ethernet port, or if locally-attached the printer and computer with parallel or USB connection.
- Resend the original problem file to the printer.
- If available, try to different data cable and test again.
- Printer driver test
This may determine if language emulation incompatibility is causing the 900 error.
Other drivers may include: Lexmark PCL, PostScript, Universal Printer Driver(UPD), Host Based (HBP), or XPS drivers.
- Install a different driver, or install a different driver version.
- Test again.
- Simple print queue test
Clear the print queue and resubmit the print job(s). A file will often print correctly the second time.
This may be caused by an improperly processed print job.
- Test printer peripherals (Recommend for experienced technicians only)
- Power off the printer.
- Remove all options from the system (controller) card.
- Remove any electronic options from the system (controller) card, such as added memory, hard drives, or option cards. NOTE: Lexmark cannot guarantee that third-party options will perform properly in your printer.
- Test the printer without any options.
- If the error remains, power off the printer and remove any paper-handling options, (e.g., optional trays, a duplex assembly, etc.) and attempt to print a job.
- Occasionally, defective paper-handling options may generate this error.
| Printer or MFP | Firmware release notes |
| E46x, X46xe, T65x, X65xe, C73x, X73x, W85x and X86xe series printers and MFPs | Please click here for the latest firmware update release notes and identify any 900-related errors that may have been resolved with this firmware update. |
| Legacy or older printers or MFPs | Contact Lexmark technical support. |
Click here for a full list of firmware update methods.
NOTE: The embedded web server (EWS) is most commonly used for this purpose in network-attach environments, and the USB Utility (USButil.exe) is most commonly used for this purpose in local-attach environments.
- Test the original file
If possible, send the file to a different printer and recreate the file if the problem persists. If necessary, consider uninstalling and reinstalling the original application.
- 900 errors generated by other MFP functions
If a 900 error is generated when sending or receiving a fax, (or some function other than printing) it is recommended that you contact Lexmark Technical Support.
NOTE: You will still be required to supply history pages or crash codes along with other information as recommended by the assisting support agent.
- Network congestion or heavy network traffic
This condition is not as common, but it is possible. You may be asked to provide a network trace if you are able to successfully print with a USB connection.
Click here for more information on how to capture a network trace.
- Printer settings that may generate a 900 error
- Check the Menu Settings page to verify the PCL smartswitch is turned ON if a PCL printer driver is in use. Check this setting per port network, USB, parallel or other. NOTE: This setting is found under each of the corresponding Port Menus such as USB Menu, Standard Network, Network 1, Parallel or other.
- Check Menu Settings page to verify whether PS smartswitch is turned ON if a PostScript driver is in use. NOTE: Flushing Buffer may also occur in this case. Again, this setting is found under each of the corresponding Port Menus such as USB Menu, Standard Network, Network 1, Parallel, etc.
- Check the Menu Settings page to verify NPA mode. This is the bi-directional communication protocol standard for all Lexmark printers. Toggle this setting between enabled and disabled to see it if affects the result.
- Network ports or problem with the print queue
This condition is not as common, but it is possible. Further investigation may be required, but here are some suggestions:
- If you are using a Lexmark Network Port, try switching to a Microsoft Standard TCP/IP port.
- If possible, if you are using a Microsoft Standard TCP/IP port, or LPR port, try installing the Lexmark port monitor if it is not already installed, and creating a Lexmark Network Port.
- Resend the print job(s) to see if the 900 error persists.
Data Collection for Escalation Purposes
Escalation of this type of issue to upper-levels of technical support will require the following information:
- A detailed and exact description of the problem.
- Step-by-step instructions on how to reproduce the problem.
- Any special details about the printing environment.
- Exact error message. This includes any sub code such as 900.92, with .92 being the sub code.
- Menus Settings page(s). These pages should include the exact configuration and code levels that were in place when the printer failed; e.g., Reports Menu > Print Menus page or Menu Settings page.
- Captured files that allow the problem to be reproduced. Or, at the very least, provide a print file (.prn) as processed by default printer driver.
- History Pages. These are obtained from the device's web page. See below for further assistance.
- Crash codes. Newer printer models will have this information logged in the history pages. Document the complete code information. See below for further assistance.
- The type of connection being used; for example, USB, Ethernet, Twin-ax, parallel, or other serial connection.
- Software application and software version in instances where one particular application or print job that is sent to the printer produces this error.
- Driver type and driver version; for example, I am using the 1.6 version of the PCL XL Universal Printer Driver.
- Network topology if connected to an Ethernet network (switches, hubs, routers, VNCs, other).
How to Capture History and Secondary Crash Code Information
IMPORTANT! Capture this information immediately after the error is witnessed and write down ALL secondary crash code information.
Why?
- -This temporary crash code summary information is stored in the printer's volatile memory.
- -Thus, any interruption to the printer's power, or a printer reset, will clear this information.
- -Moreover, any post-error printer activity that reports information to this memory allocation will overwrite the previous incident.
This method is recommended for 2008–2010 models. Three methods are available for obtaining this information:
- Printer or MFP's web page
- Command prompt method via the command line
- Diagnostic Menu (Certified Lexmark technicians only)
Method 1: Printer or MFP's web page
To do this:
- Type http://printer_IP_address/se, where printer_IP_address is the TCP/IP address of the printer, and se is required to gain access to the printer's diagnostic information.
- Click on History Information.
- Click on the File from the File Menu bar.
- Click on Save As or Save Page As.
- From the Save as type drop-down menu, select Text File (.txt).
- Click Save. Make sure you take note of the save destination folder so that you can locate the history.txt file.
- Go to command line (dos or linux). The drive letter will resemble something similar to C:\>.
- Type finger history@printer_IP_address > history.txt, where > is a greater than symbol.
- Exit the command line by typing exit.
- Locate the history.txt file in the root directory.
Button Combination Table: Secondary Crash Code Information
While the 900 Service error is displayed on the operator panel, obtain the secondary, or crash, codes. Take precise note of this information as displayed.
NOTE: This code will also contain the sub code information on later generation products.
- Press and hold down the buttons in the order as described in the button combination column.
- The printer will display the secondary code(s) for that error.
- If there is too much information to be displayed all at once on the printer, press the <Menu> buttons (Right or Left) or (Up and Down) to scroll through the complete code.
- See an example below for what this crash code might look like.
- Please contact Lexmark Technical Support for assistance with deciphering the crash codes as they can be very cryptic.
x – Denotes any combination of numbers (2,3,4,5,6,) which forms the full model number; e.g., X652.
| Printer or MFP Series | Button Combination |
|
Green Start (  ) + 2 (Numeric Keypad) |
|
Menu ( NOTE: You may have to press Click here for more information. |
|
Click here for more information. |
|
Menu ( )+ Copy button |
|
Press and hold Return while you press Select. Or, hold down first the Return button and then the Select button and end up holding both down simultaneously. NOTE: You may have to press |
|
Back (
NOTE: You may have to press |
|
Return + 2nd softkey. |
)
X 2 (twice)
to scroll through the entire message.
) and Right (
Displayed Error Secondary crash code 900.00 Service RIP software 42 Page4 SIGSEGV illegal access to 00000000 ep\ c=0x00a67228 ra=0x00a67228
Click here for more information.
IMPORTANT! New printer and MFP models will not display the word RIP in the error message.
Contacting Lexmark
If you are ready to proceed, and you have gathered the necessary information required to escalate this issue, please see Contact Lexmark. NOTE: When calling for support, you will be asked for your printer machine/model type and serial number (SN).
Please call from near the computer and printer in case the technician on the phone asks you to perform a task involving one of these devices.