HP Color LaserJet and LaserJet Series Printers - Troubleshooting Printer Hanging in Processing Job, Print Jobs Will not Print, 49 Errors or 79 Errors In this document: Introduction HP Color LaserJet 8550 Printers - Printer hangs in "Processing Job" Initial troubleshooting to verify printer functionality Testing for communication functionality using the Embedded Web Server ( EWS) if equipped Communicating with an optional HP Jetdirect internal print server Testing basic printer driver communication functionality Testing basic application and driver functionality Testing specific application communication functionality Creating a spool (SPL) file Test a SPL (spool) file Introduction The troubleshooting steps outlined in this document are primarily aimed at the higher end HP Color LaserJet and LaserJet series printers that have a control panel, are connected to a network and have Embedded Web Server (EWS) functionality. However, the basic troubleshooting steps are applicable to any HP LaserJet series printer. In order to isolate the cause of the issue, a series of troubleshooting steps need to be performed. Determine the cause is a process of elimination. The information in this document should be used as a guide when troubleshooting communication issues. Determining the cause or causes of communication related issues are a process of elimination. The most common causes will be related to the following in some form: o A specific software application or settings within the application o The Network o The printer engine These errors can be in several different forms, the most common are: o 49.XX errors The error message will be in the form of 49.XX. Regardless of the specific 49.XX error message the troubleshooting is the same. o 40.XX errors o Printer hangs with the message "Processing Job" displayed on the control panel o 79.XX errors The error message will be in the form of 79.XX. Regardless of the specific 79.XX error message the troubleshooting is the same. o Print Jobs do not print at all. o Light pattern interpretation (if applicable, depends on printer model) NOTE: Some HP LaserJet series printers do not have a control panel. These models have several LEDs (light emitting diode) that light up in particular patterns and sequences to indicate printer status/error states. All HP LaserJet series printers that have these LEDs have information available on the HP website Support webpage for each printer that details how to interpret these light patterns and resolve the cause of the issue. The documentation that comes with the printer also details how to interrupt these light patterns HP Color LaserJet 8550 Printers - Printer hangs in "Processing Job" In rare cases the HP Color LaserJet 8550 printer can experience an issue where the printer hangs with the control panel message Processing Job being displayed. This can be caused by the Fuser in the printer being used past its rated life of 100,000 pages. Print a Configuration Page from the control panel of the printer. If the printer has experienced an NVRAM reset at some point in time then the internal page counts for the Fuser may get reset back to 100%. The Color Page Count may also get reset back to zero, however the Total Page Count will not be affected if an NVRAM reset occurs. The printer serial number on a Configuration Page may get reset to a "XXXX" value. NOTE: The printer serial number is also located on a label on the printer's back cover. NVRAM resets can be caused by the following: While the printer is booting up the power is cut off, either by turning it off or unplugging it. The CANCEL JOB button is or has just been pushed at the same time the printer is turned off or on. Large fluctuations in line voltage caused by a UPS or NON-dedicated circuit. Surges over the network. If, after printing a Configuration Page and checking any of these values there are indications that an NVRAM reset has occurred check the Total Page Count. The Fuser must be replaced every 100,000 pages, if the Total Page Count indicates that the Fuser in the printer is beyond this interval then it needs to be replaced at customer expense as it is a user replaceable consumable. NOTE: An NVRAM reset does not affect printer functionality in any way and a technician will not be sent out to reinput these values in the event that an NVRAM reset has occured. Initial troubleshooting to verify printer functionality The first step with any printer troubleshooting is to isolate the printer from the network and any software applications that may be causing the problem. The reason for testing the printer in this "stand alone" mode is to verify it is working properly. To test the printer in "standalone" mode, perform the following: 1. Turn the printer off and unplug any parallel cable from the printer. 2. Unplug the network cable (if applicable) from the HP Jetdirect card (if equipped) and then remove the card from the formatter. 3. Power on the printer. 4. After the printer reaches a Ready status, print the following test pages: NOTE: Click here for information on how to print a Self test page. Configuration page or Self Test page (list of installed options) Event Log (list of most recent printer events to aid with troubleshooting) Menu Map (lists Printer settings) NOTE: Not all HP LaserJet series printers have the capability to print all of these pages. However, all of them can print at least the Self Test page. Analyze the results of these tests If the printer was not able to successfully print the internal pages above, the problem has been isolated to the printer. The troubleshooting should now be concentrated on the printer itself. If needed, contact HP support or a local service provider for further assistance. Printer functionality has been proven If the printer can successfully print the internal pages, printer functionality has been established and further network/application troubleshooting will be necessary to determine the cause of the communication issue. To properly troubleshoot the issue it may be necessary have access to any or all of the following information to help narrow down the cause. It may be necessary to get a systems administrator involved, in many companies they are the only individuals with access to all of this information along with the network access/administrator privileges that may potentially be needed. NOTE: This information will also be very useful if it is necessary to call HP support for further assistance. o Operating system installed including Service Pack version (if applicable) o Specific error message or messages being displayed on the printer control panel. o If applicable, the Event log which contains a history of previous events. o Affected application and version, along with any modifications or patches to the application. o Driver used (PCL6, PCL5e, or PS). Verify correct drivers for the printer model are being used. o Driver installation method (local driver install vs. point-and-print install) o Port used, for example Microsoft Standard TCP/IP port versus Hewlett-Packard TCP/IP port o HP Jetdirect firmware version, listed on the EIO page o Printer firmware version, listed on the Configuration/Test page o Protocols enabled (TCP/IP, IPX/SPX, and AppleTalk). Listed on the EIO page o Physical location of printer and general environment o Location of printer on network, for example is it on the same segment as the server NOTE: It is possible to have multiple issues at the same time, that is both network and application problems simultaneously or they may be related. Because of this, the next step in the troubleshooting process is to attempt to prove basic network communication functionality. Testing for communication functionality using the Embedded Web Server ( EWS) if equipped The Embedded Web Server (EWS) can be used to test communication to the printer or the printer's HP Jetdirect card. On printers such as an HP Color LaserJet 8550 series printers that do not have EWS functionality built into the printer communication to the EWS, the HP Jetdirect card can be tested. On a printer such as the HP LaserJet 9000 series printer that has a built in EWS, the communication will be tested with the EWS on the printer. Either method will verify communication functionality to the printer. NOTE: The EWS requires that Java Virtual Machine be installed. The user will be prompted to install it when trying to access the printer using the EWS. If it is not installed, the EWS will not work. If the printer or HP Jetdirect card has an EWS, the next step is to attempt communication with the EWS. It is important to understand that some HP Jetdirect cards have their own EWS and some printers do as well. The HP Jetdirect server must have firmware revision x.07.03 or higher. Exceptions are the following HP Jetdirect cards: J2550B, J2552B, J2555B, J2591A, J2593A, and J2594A with firmware v. X.08.03 and later. These do not have embedded Web servers. All of the newer cards (EIO HP Jetdirect cards) do have EWS functionality built in. The following printers have EWS functionality built in: o HP LaserJet 9000 series printers, including the HP LaserJet 9000 MFP series product o HP LaserJet 4100 series printers, including the LaserJet 4100 MFP series product o HP LaserJet 2300 series printers o HP LaserJet 5100 series printers o HP LaserJet 8150 series printers (limited functionality) o HP LaserJet 4200 series printers o HP LaserJet 4300 series printers o HP Color LaserJet 4550 series printers o HP Color LaserJet 4600 series printers o HP Color LaserJet 5500 series printers o HP Color LaserJet 9500 series printers Some Proxy servers can cause problems trying to communicate with the EWS. This can be fixed by adding the IP address of the printer to the exceptions box in Internet Explorer. This bypasses the proxy server. This setting is located by clicking Start, Settings, Control Panel, Internet Options, and Connections. Figure 1, Call-out 1 shows where the IP address of the printer(s) to be excluded goes and Call-out 2 shows the checkbox that needs to be checked off for this to work Figure 1: Bypassing a proxy server 1 - Box for IP addresses of printers to be excluded 2 - Check this box to enable by-passing of proxy server Accessing the printer using the EWS To access the printer using the EWS, do the following: 1. Open a Web browser and type the IP Address of the printer like the following example: http://220.127.116.11 2. Press Enter on the keyboard or click the Go button in the Web browser. 3. The EWS will be displayed in the Web browser. For more information on how to configure and use the EWS, click here to view the EWS User Guide . NOTE: Adobe Acrobat Reader is required to view the EWS User Guide. Click here to download Adobe Acrobat Reader if it is not already installed on the system . Communicating with an optional HP Jetdirect internal print server If the printer contains an optional HP Jetdirect 10/100TX print server, check to see that the print server was able to link to the network: NOTE: The HP Color LaserJet 8500 and 8550 series printers originally shipped with the 600n series Jetdirect card on the models that came with it. These cards do not have the option to change the link speed from the EWS. If the Jetdirect card in the printer is a newer 610 or 615 series, then the Link Speed must be changed from the EWS. There are no jumpers on the newer 610 and 615 series Jetdirect cards. The HP Jetdirect cards have the model number and series printed on them, this makes it simple to identify the specific card that is installed in the printer. If the printer has the original Jetdirect 600n card installed, then use the following information to change the link speed by manually changing the jumpers. If the Jetdirect card is a newer 610 or 615 series card then use the EWS to change the link speed. For the Jetdirect 610 and 615 cards, the option to change it is located in the Networking, Misc Settings options of the EWS. The actual selection is called Link Settings. Change the link speed to 10TXHALF. If the printer contains an optional HP Jetdirect 10/100TX print server, check the following to verify that the print server was able to link to the network. 1. Check the link-speed indicators (10 or 100) on the print server. If both are off, the print server failed to link to the network. 2. Check the Jetdirect configuration page, which was printed when the steps under "To print a configuration page" were performed. The message "LOSS OF CARRIER ERROR" indicates that the print server failed to link to the network. 3. Using the information below, change the link speed to equal 10 MBs, Half Duplex (AUTO=OFF). The HP Jetdirect 600n print server J3113A ships with the HP Color LaserJet 8500/8550 product family. The Jetdirect card provides two light-emitting diodes (LEDs) near the RJ- 45 connector. These LEDs indicate the operating link speed of the print server. The following Figure shows the jumper setting descriptions for the Jetdirect 600n series cards. Figure 2: Jumper locations and labels 1 - This Jumper is labeled AUTO 2 - This Jumper is labeled 100 3 - This jumper is labeled H 1. Remove the HP Jetdirect 10/100TX print server. For testing purposes try setting the Jetdirect card for 10 Mbps (megabits per second) and half-duplex. 2. Use jumpers P1, P2, and P3 to manually configure the print server for either 10 or 100 Mbps (megabits per second) link speed, and Full- or Half-duplex operation according to the table below: NOTE: The following instructions are for a 600 series or older Jetdirect card. The newer 610 and 615 series Jetdirect cards do not have jumpers; to make the following changes to these cards use the EWS. SettingSetting Label P1 Label P2 Label P3 X X X AUTO=ON AUTO X 100 X H X (Default) O 0 0 100 MBs O X X Half-duplex AUTO X 100 X H X (AUTO=OFF) X O 0 100 MBs O X 0 Full-duplex AUTO X 100 X H X (AUTO=OFF) X O X SettingSetting Label P1 Label P2 Label P3 10 MBs O O X Half-duplex AUTO X 100 X H X (AUTO=OFF) X X 0 10 MBs O O 0 Full-duplex AUTO X 100 X H X (AUTO=OFF) X X X 3. Reinstall the print server. 4. Verify that the configuration of the connecting network device (such as a 10/100TX network switch) matches. For example, to set the print server for 100TX Full-duplex operation, the port on the network switch must also be set for 100TX Full-duplex operation. Testing basic printer driver communication functionality Before testing driver communication, verify that the latest drivers from the HP website have been installed for the printer having the issue. Check the driver versions for the installed drivers by going into the driver properties and clicking the About tab (see Figures 2 and 3) against the latest versions on the Web. After doing this, go through all the Driver settings to make sure the drivers are properly configured for the options installed in the printer. NOTE: Many issues are resolved simply by updating to the latest drivers. Figure 3: About tab Figure 4: Driver Version tab To test basic printer driver functionality perform the following: NOTE: Before testing with the PostScript (PS) driver make sure that the setting PS ERROR HANDLING is turned ON at the control panel of the printer. o Verify the latest drivers from the Web are installed. o Print a test page from each of the latest HP drivers. o If any of these tests fail, install the nearest equivalent Microsoft provided driver, this typically comes inbox with operating system. o If the test page does print successfully, print driver communication functionality has been established. The next step is to test basic application/driver functionality, see the next section. Testing basic application and driver functionality Before testing basic application and driver functionality try disabling SNMP status in the driver for testing purposes. Disabling SNMP status in the driver 1. Click Start, Settings, and Printers. 2. Right-click the printer driver having the issue and select Properties. 3. Select the Ports tab. 4. Find and highlight the Port that the printer is connected to and click Configure Port. 5. Uncheck SNMP Status Enabled. See Figure 4, Call-out 1 for the location of the option (shown enabled in Figure 4). Figure 5: Driver tab 1 - SNMP status checkbox 6. Close the driver properties and test again. 7. Open Microsoft WordPad and type, This is a test. Then, click File and Print using the appropriate driver to send the document to the printer. Perform this same test for each of the printer drivers. NOTE: If any of these tests fail, install the nearest equivalent Microsoft provided driver. This typically comes inbox with the operating system. If the document prints successfully when performing these tests, then basic application and driver communication functionality has been proven. If there is a specific application that the issues are occurring from, see the next section for instructions on troubleshooting a specific application. Testing specific application communication functionality Open the application in question and create a new file with basic text. Click File, then Print using the appropriate driver to send the document to the printer. If the test page does successfully print from this application in question, application/driver functionality has been proven. There may be something wrong with a specific file or graphic(s) within the file. Troubleshooting a specific file may be necessary at this point keeping things like fonts, graphics and drivers (try changes to these) in mind. Recreate the file in the same application without copying any of the original information from the previous file. Try printing different files from the application to determine if the issue is file specific. Creating a spool (SPL) file NOTE: To correctly capture spool (SPL) files the parallel cable being used must be IEEE1284 compliant. Also, for Type C parallel connections the cable cannot be more than 10 meters (approximately 32 feet) in length and for Type B connections the maximum cable length is 3 meters (approximately 9 feet). To capture a spool file perform the following within the driver. This requires spooling through Microsoft Windows NT 4.0, Windows 2000, or Windows XP. 1. Go to the Properties of the target printer driver. 2. Select the Scheduling tab, (Windows NT4.0) or the Advanced tab, (Windows 2000 / XP). 3. Check Keep documents after they have printed. Once the driver has spooled the print job, these associated SPL files will be stored at the computer that did the spooling in the following directory: C:\WINNT\System32\spool\printers NOTE: When using the Postscript driver it will be necessary to make another driver modification before capturing the spool (SPL) file. Windows 2000/XP Go to Properties, Advanced Printing Features, and Document Options = Disable Advanced Printing Features Windows NT 4.0 PCL and HP Postscript 1. Go to Properties , Scheduling, and select Print directly to the printer. 2. Go to the Ports tab, click the Add Port button, select Local Port, and click the New Port button. You will be prompted for a path for the local port, type: c:\port.spl. 3. Select OK on the Port Name dialog and close on Printer Ports dialog. 4. Ensure that the port being utilized is checked under the Ports tab. NOTE: Once the file is printed the target SPL file will be on the c:\ drive and will be named port.spl This file is our target file and should be utilized when testing as noted below. Windows NT 4.0 Adobe PS or Pscript Driver When utilizing the HP Color LaserJet 8550 Adobe Postscript Driver and/or the HP Color LaserJet 8550 Pscript Driver the following setting changes must be made. HP Color LaserJet 8550 Pscript Driver Right click the driver and select Properties, select the Advanced tab, scroll down to Document Options as noted in the Figure below, and ensure that Metafile spooling = Disabled. Figure 6: Pscript driver HP Color LaserJet 8550 Adobe Postscript Driver Right click the driver and select Properties, select the Advanced tab, scroll down to Document Options as noted in the Figure below, and ensure that Advanced Printing Features = Disabled. Figure 7: PostScript driver Test a SPL (spool) file Once captured the SPL (spool) file, these files can be tested via another communication path or to another printer. With a parallel cable attached to the machine containing the SPL file, copying the file directly to the printer can be performed. By performing this troubleshooting procedure, the network is bypassed and any issues that may be related to it. There are three basic ways to do this. The following is the preferred order: o Copy the file down to the printer directly. 1. Open a DOS session within Windows. 2. At the prompt, type COPY filepath\filename LPT1 o While connected to the network, obtain the IP address of the printer and utilize the FTP command to get the file to the printer in order to bypass a large portion of the Windows spooling component. NOTE: Refer to document HP Jetdirect Print Servers - Using FTP to Print to an HP Jetdirect Print Server (bpj06165) for additional information and command strings for FTP. o While connected to the network, obtain the IP address of the printer and utilize the LPR command to get the file to the printer in order to bypass a large portion of the Windows spooling component. For this to work, "Simple TCP/IP services" must be installed in the operating system. To use the LPR command to send a file to the printer, do the following: 0. Open a DOS session within Windows. 1. At the command prompt, type LPR -Sipaddress -PRAW filepath\filename. SPL files test results The results of sending the file directly to the printer are crucial to understanding the functionality of the network/application communication. If the SPL file successfully print, the printer/driver functionality and basic communication has been proven. If the problem still persists after performing all of the troubleshooting outlined in this document, then contact HP support or a local service provider for further assistance.