Konica / Ricoh printers don’t print and produce no errors – KB10391460

KB10391460

Description:  Client has a Konica or Ricoh printer that acts as if it prints fine but nothing ever prints out.

Common customer description:

Printer doesn’t print.
Installed a new printer and it doesn’t print.

Probing questions:

Did it print before?
When did it stop printing?
If just installed did the printer work after installation?

Steps to isolate:

One of the most common problems is after the completed installation the print job seems to work but nothing ever prints. This is usually because there is an authentication code that is needed but was never entered. With Ricoh and Konica there are multiple locations that the authentication code can be entered. Best practice is to examine a working computer and see where the auth code is entered.  Most users will know their auth code but if they don’t you normally can still find it in the web interface. And of course, Ricoh and Konica have a few places where that information is stored. You will need to dig around looking for an Address Book of some sort. The codes are normally 4 digits but can be as many as 16. Sometimes, each user has their own auth code and sometimes groups all use the same auth code. It all boils down to how their lease was written but that’s information we almost never need to know.

Steps to resolve:

Open the “Printer Properties” of the printer, click on the “General” tab and click on “Preferences”. This is generally the area where the auto code is placed.  Listed below are exact directions for a Konica Minolta C224e printer.  Please note not all Konica’s follow this exact same procedure.

EXAMPLE:

How to install Konica Minolta C224e printer and be able to print

1: Install the driver from the (location of the installer)
2: Run either “Setup.exe” for 32 bit OS or “Setup64.exe” for 64 bit OS
3: Follow the prompts and it will locate the printer you want
4: Once install is finished go into Devices and Printers
5: Right mouse click on Konica Minolta C224e printer
6: Left mouse click on “Printer Properties”
7: Left mouse click on the “Configure Tab”
8: In the Device Option box scroll down to “Account Track” and left mouse click on it
9: Once it is selected the drop down menu below the Device Option box should be set to disable, change that to enable
10: Left mouse click “Apply”
11: Left mouse click on the “General” tab and left mouse click on the “Preferences” button at the bottom
12: A new window will pop open so left mouse click on the “Basic” tab and then left click on “Authentication/Account Track” button on the right side
13: Type in the users 4 digit number in the Password box and click “OK”
14: You will now be back to the Printer Preferences window so just left mouse click “Apply” and “OK”
15: Now you will be back at the Printer Properties window, left mouse click “Print Test Page”

Additional considerations:

The reason behind the authentication code is because the leasing company needs to track how many print jobs are being done.  Most leases have a limited amount of prints allowed and the company leasing the printer will need to pay extra if they go above that amount.  Never turn the tracking or authentication system off, even for testing purposes. Turning it off deletes all the saved data that the leasing company uses.

 

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