HP Color LaserJet and LaserJet Series Printers - Troubleshooting by lifemate

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									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://15.39.116.22
          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.

								
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