Unable to connect through a browser or VNC viewer using remote operator panel app

Affected Products:

Single-Function: CS720, CS725, CS727, CS728, C4150, CS820, CS827 and C6160

Multifunction: CX725, CX727, XC4140, XC4143, XC4150, XC4153, CX820, CX825, CX827, CX860, XC6152, XC6153, XC8155, XC8160 and XC8163

Issue Description:

When a customer launches the Remote Operator Panel app, a Disconnected message appears on top and it cannot connect via browser or VNC viewer.

This issue can easily be reproduced by going to EWS > Device > Remote Operator Panel,then click on Launch.

Solution:

1. Check the printer’s current firmware (FW). Click Downloading the latest Lexmark printer firmware for steps on how to check, download and instal the printer's current FW.

   Note: If the firmware is already updated, skip Step 2 and go directly to



2. Update the printer firmware (FW) to the following versions provided for each printer:

   • ATL.030.071
   • – CX725 / XC4150
   • CB.030.071
   • – CS720 / CS725 / C4150
   • PP.030.071
   • – CX825 / CX860 / XC8155 / XC8160
   • YK.030.071
   • – CS820 / C6160

   Note:Downloading the latest Lexmark printer firmware for steps on downloading and update the FW.



3. Should the issue persist, please contact Lexmark technical support for additional diagnosis and troubleshooting.

Still Need Help?

Have the following available when calling Lexmark Technical Support;

• Printer model(s)
• Printer serial number
• Firmware Version

LEGACY ID: SO8046

Escalation Item: 465727

Refer to ExtraView Escalation ID 465727 for additional information.