we are experiencing several 3900 printers loosing their meter counts. They are on surge protectors but still happens.Any ideas? spikes on electricity maybe?

First you need to update the firmware to latest level. I'll bet if you pull the service status sheet you will see the serial number and mac address gone. After firmware you need to contact the hot line and let them know you have a machine that lost mac address and serial number. You need access to a computer in your customers office for KMA to remote into the printer to reset it. Good Luck.

thnx we are updating the firmware and will call the tech center.

Just a tip:
try to get all of your FS2000, 3900, 4000s updated asap before they lose the counts, serials, and macs. If you use a cf card instead of a usb drive for the update, you shouldn't lose the data (if it hasn't already lost it). This will save the call to Helpdesk.

You should also be aware that when KMA issues a firmware bulletin (as there was for this issue) if you first call the hotline, generate a case number, you can submit for a $50.00 refund for service rendered. Check out your policy & proceedures or just ask the hotline about it.Adds up if you have to do several.