hp Mono/Color LJ News No. 27
Transcription
hp Mono/Color LJ News No. 27
HP LaserJet printer product update November 2004 • Issue 27 hp Welcome to the HP LaserJet printer product update newsletter! We have many new and exciting products to introduce this month. Our division continues its drive towards digital convergence with three new MFPs and the new HP Digital Sender 9200c—all using the same Digital Sending Software 4.0. Our “work horse” printer is revamped with the new HP LaserJet 4250/4350 series printers. Included in this issue are tips and tricks for easier maintenance of our existing products. Thank you for your support. Inside . . . Introducing the HP LaserJet 4250/4350 series printers.................................................................. 2 Introducing the HP LaserJet 4345mfp........................................................................................... 3 Introducing the HP LaserJet 9040/9050mfp................................................................................. 4 Introducing the HP Color LaserJet 9500mfp .................................................................................. 5 Introducing the HP 9200c Digital Sender ..................................................................................... 6 HP LaserJet 2400 series printer unit exchange .............................................................................. 7 HP LaserJet 2400 series printer service PINs and part number changes ........................................... 9 HP LaserJet 3015/3030/3380 all-in-ones—four-wire to two-wire cable adaptor ............................ 11 HP LaserJet 3020/3030 all-in-ones—cleaning the product ........................................................... 12 HP LaserJet 3380 all-in-one—cleaning the product ...................................................................... 13 HP LaserJet 3015/3020/3030/3380 all-in-ones—firmware upgrade........................................... 15 HP LaserJet 4100mfp—Optical Assembly missing bushings.......................................................... 17 HP LaserJet 4100/4101mfp—new firmware and product changes ............................................... 18 HP LaserJet 4200/4300/4250/4350 series printer issues .......................................................... 19 AUTO cleaning cannot occur with the duplexer installed .......................................................... 19 Stapler/stacker OUTPUT BIN FULL error ................................................................................. 19 500-sheet feeder product differences ..................................................................................... 20 Paper handling accessory compatibility matrix ........................................................................ 21 HP LaserJet 4250/4350 series printer issues .............................................................................. 22 Broken overfill kicker ............................................................................................................ 22 Stapler/stacker bootloader defect.......................................................................................... 22 Mopying/Job Storage/Collation memory requirements ............................................................ 23 HP Color LaserJet 4650 and 5550 series printers—overhead transparency curl and wave .............. 24 HP LaserJet 9000 series printers and mfps—print cartridges page variance ................................... 26 HP Color LaserJet 9850mfp—firmware upgrade to 43-0000........................................................ 27 Routing e-mail in Microsoft® Exchange 2000............................................................................. 28 Embedded HP Jetdirect network troubleshooting ......................................................................... 30 HP Restricted Introducing the HP LaserJet 4250/4350 series printers Both the HP LaserJet 4250 and 4350 series printers are ideal for large workgroups needing optimum performance for their everyday documents. The HP LaserJet 4350 series printer offers exceptionally fast print speeds of up to 55 ppm and a fast first page out speed of less than 8 seconds to maximize productivity. The HP LaserJet 4250 series printer offers a print speed of up to 45 ppm with consistently highquality documents. Both printers offer a versatile design that lets you expand paper input, output, and finishing capabilities. The accessories listed in the table below work with both HP LaserJet 4250 and 4350 series printers for optimum versatility. Specifications HP LaserJet 4350n printer Accessories for HP LJ 4250/4350 Part number Q2440B Print speed (letter) 4250: up to 45 ppm; 4350: up to 55 ppm 500-sheet input tray First page out Less than 8 seconds 1,500-sheet input tray Q2444B Warranty One-year, return to HP authorized service center, limited warranty 500-sheet stacker Q2442B Street price 4250: $899.00, 4350n: $1,649.00 (U.S. dollars) 500-sheet stapler/stacker Q2443B 75-sheet envelope feeder Q2438B 4250/4350n models 4250 P/N 4350 P/N Automatic two-sided printing unit Q2439B HP LaserJet 4250 printer Q5400A N/A J6073A Q2445B • 100-sheet multipurpose tray 20 GB HP high performance EIO hard disk • 500-sheet input tray 2 Printer stand with storage cabinet • 48 MB RAM total HP LaserJet 4250n/4350n printers Q5401A Q5407A Q5402A Q5408A Q5403A Q5409A Q5404A Q5410A All of the features of the 4250 model plus: • 4250n: 64 MB RAM total; 4350n: 80 MB RAM total • HP Jetdirect Fast Ethernet embedded print server HP LaserJet 4250tn/4350tn printers All of the features of the 4250n/4350n models plus: • 500-sheet input tray 3 HP LaserJet 4250dtn/4350dtn printers All of the features of the 4250tn/4350tn models plus: • Automatic duplexer • 4250dtn: 80 MB RAM total; 4350dtn: 96 MB RAM total HP LaserJet 4250dtnsl/4350dtnsl printers All of the features of the 4250dtn/4350dtn models plus: • 500-sheet stapler/stacker • 4250dtnsl: 80 MB RAM total; 4350dtnsl: 96 MB RAM total Introducing the HP LaserJet 4250/4350 series printers 2 Introducing the HP LaserJet 4345mfp Our customers will maximize their productivity with the HP LaserJet 4345mfp. This new product features print, copy, scan-to-email, analog fax, and document finishing functions from one easyto-use device. This versatile MFP can be configured to suit the needs of a busy office environment. An impressive set of paper-handling capabilities enables users to produce documents in-house— saving time and money. Accessories include a stapler/stacker that can staple documents up to 30 pages and stack up to 500 sheets. A 75sheet envelope feeder makes business mailing simple and efficient. A 3-bin mailbox stacks up to 700 sheets, and can separate print, copy, and fax documents, or can be assigned to different users. The 50-sheet automatic document feeder (ADF) eliminates the need to manually feed originals. Specifications HP LaserJet 4345mfp Transform document workflow by adding an optional analog fax accessory, HP Digital Sending Software (DSS) 4.0, and HP AutoStore. Paper handling accessories Part number Q5968A Print, copy, and scan speed Up to 45 ppm 500-sheet input feeder tray Analog fax speed (letter) Up to 33.6 kbps Automatic two-sided printing accessory Q5969A First page out Less than 10 seconds 75-sheet envelope feeder Q2438B Warranty One year, next business day, on-site limited warranty Stapler/stacker Q5691A Street price $2,599.00 (model 4345, U.S. dollars) 3-bin mailbox Q5692A Printer stand with storage cabinet Q5970A Supplies Part number HP LaserJet Q5945A Black Print Cartridge with Smart Printing Technology Q5945A Staple cartridge (5,000 staples) for stapler/stacker C8091A ADF replacement Mylar sheets Q6496A ADF maintenance kit Q5997A HP printer maintenance kit (110 V) Q5998A HP printer maintenance kit (220 V) Q5999A Models Part number HP LaserJet 4345mfp • 100-sheet multipurpose tray and 500-sheet input tray 2 for 600-sheet capacity • 500-sheet output tray • 50-sheet ADF • HP Jetdirect Fast Ethernet embedded print server • 256 MB DDR RAM Q3942A HP LaserJet 4345x mfp Q3943A All of the features of the 4345mfp plus: • 500-sheet input tray 3 for 1,100-sheet capacity • Automatic two-sided printing accessory • Analog fax accessory HP LaserJet 4345xs mfp Q3944A All of the features of the 4345x mfp plus: • MFP stand with storage cabinet • Stapler/stacker accessory HP LaserJet 4345xm mfp Accessories and software Part number HP Digital Sending Software 4.0 T1936AA HP AutoStore T1943AA HP LJ MFP Analog Fax Accessory 300 Q3701A Q3945A All of the features of the 4345x mfp model plus: • MFP stand with storage cabinet • 3-bin mailbox accessory Introducing the HP LaserJet 4345mfp 3 Introducing the HP LaserJet 9040/9050mfp The rigorously tested HP LaserJet 9040/9050mfp has the lowest operating costs in the HP LaserJet printer lineup. This highvolume, wide-format printer offers a variety of sophisticated paper handling and enhanced security options. Printing, copying, scanning, digital sending, and analog faxing come standard in this highperformance device. An easy-to-use touchscreen control panel with a 10-key number pad provides effortless interaction with the MFP. Print and copy at up to 50 ppm, and enjoy a fast first page out print speed of less than 8 seconds. Robust paper handling includes an input capacity of up to 3,100-sheets, and supports custom paper sizes up to 12.3 by 18.5 inches. The HP LaserJet 9040/9050mfp includes a range of options—an 8-bin mailbox, a 3,000sheet stacker, a 3,000-sheet stapler/stacker, and a multifunction finisher for booklets. Specifications HP LaserJet 9050mfp Memory and storage Part number Print, copy, and scan speed 9040: up to 40 ppm; 9050: up to 50 ppm 64 MB 100-Pin DDR DIMM Q2625A Analog fax speed (letter) Up to 33.6 kbps 128 MB 100-Pin DDR DIMM Q2626A First page out Less than 8 seconds 256 MB 100-Pin DDR DIMM Q2627A Warranty One-year, next-business-day, onsite warranty 512 MB 100-Pin DDR DIMM Q2628A Street price $11,499.00 (model 9050, U.S. dollars) Accessories and software Part number T1936AA Product Part number HP Digital Sending Software 4.0 HP LaserJet 9040mfp Q3726A HP AutoStore T1943AA HP LaserJet 9050mfp Q3728A HP LJ MFP Analog Fax Accessory 300 Q3701A Paper handling accessories (choose one accessory) Part number Supplies Part number HP 8-bin mailbox Q5693A HP LaserJet Smart print cartridge. Average cartridge yield 38,000 standard pages1 C8543X HP 3,000-sheet stacker C8084A HP 5,000 staple refill HP 5,000 staple cartridge C8091A C8092A HP 3,000-sheet stapler/stacker C8085A HP Printer maintenance kit (110 V) at 350,000 pages C9152A HP 1,000-sheet multifunction finisher C8088B HP Printer maintenance kit (220 V) at 350,000 pages C9153A 1 Declared yield value in accordance with ISO/IEC 19752. Introducing the HP LaserJet 9040/9050mfp 4 Introducing the HP Color LaserJet 9500mfp The HP Color LaserJet 9500mfp delivers an exceptional return on investment with its affordable price and cost-effective operation. This color multifunction device—designed especially for demanding networked workgroups—comes standard with color printing, copying, scanning-to-email, analog black-and-white faxing, and document finishing. Experience a new level of flexibility with one of four standard document finishing options and tabloid paper capability. HP ImageREt 4800 ensures continuous commercial-press quality with accurate color, sharp text, and clear lines. Specifications HP Color LaserJet 9500mfp Supplies Part number Print, copy, and scan speed Up to 24 ppm Black print cartridge C8550A Analog fax speed (letter) Up to 33.6 kbps Cyan print cartridge C8551A Digital sending speed Up to 18.9 ppm Yellow print cartridge C8552A First page out Approximately 20 seconds Magenta print cartridge C8553A Warranty One-year, next-business-day, onsite warranty Black image drum C8560A Street price $12,549.00 (U.S. dollars) Cyan image drum C8561A 2 Yellow image drum C8562A Product Part number Magenta image drum C8563A HP Color LaserJet 9500mfp C8549A Image cleaning kit C8554A 2,000-sheet input tray (standard) Q1891A Image transfer kit C8555A Image fuser kit (110/220v) C8556A HP 5,000 staple refill C8091A Paper handling accessories (must choose one accessory) Part number HP 8-bin mailbox Q5693A HP 3,000-sheet stacker C8084A Software Part number HP 3,000-sheet stapler/stacker C8085A HP Digital Sending Software 4.0 T1936AA HP 1,000-sheet multifunction finisher C8088B HP AutoStore T1943AA Wireless connectivity accessories HP Jetdirect ew2400 external Fast Ethernet wired and 802.11g wireless print server (USB port) J7951A HP Jetdirect 680n 802.11b wireless EIO internal print server J6061A HP bt1300 Bluetooth® wireless printer adapter (for USB or parallel) J6072A 2 Scan-to-email is embedded; analog fax is standard. Scan-to-printers, FTP sites, network folders, and digital fax services are optional with the purchase of HP Digital Sending Software 4.0. Software is server-based. A server is required. Introducing the HP Color LaserJet 9500mfp 5 Introducing the HP 9200c Digital Sender Share, archive, and integrate paper documents into electronic workflows with the HP 9200c Digital Sender. Dramatically improve productivity and reduce costs by automating document workflows. Easily, accurately, and securely scan documents to e-mail, network folders, fax services, and printers. Optional HP AutoStore software extends this functionality to include direct sending to backend applications, barcode reading, form recognition, and more. The HP 9200c Digital Sender is designed for businesses with decentralized, paper-intense workflows that need a dedicated digital sending device. HP Digital Sending Software 4.0 uses a company’s existing LDAP, NTLM, Novell, or Kerberos network authentication to verify a user’s identity, providing security for both the sender and receiver and controlling and tracking device usage. Specifications HP 9200c Digital Sender with HP Digital Sending Software 4.0 Product Part number Scan speed (letter) 47 ipm black-and-white 30 ipm color HP 9200c Digital Sender Q5916A Warranty One-year, onsite warranty Connectivity Part number Street price $3,199.00 (U.S. dollars) HP Jetdirect 625n Gigabit Ethernet EIO internal print server J7960A Function Supported file types HP Jetdirect 620n Fast Ethernet EIO internal print server J7934A Send to e-mail .PDF, .JPEG, .TIFF, or .MTIFF file HP Jetdirect 680n 802.11b wireless EIO internal print server J6058A Send to secondary (secure) e-mail .PDF, .JPEG, .TIFF, or .MTIFF Send to LAN/Internet fax .PDF, .JPEG, .TIFF, or .MTIFF Supplies Part number Send to workflow .XML, searchable .PDF, .TXT, .RTF (Microsoft® Word-compatible), and .HTML, .PDF, .JPEG, .TIFF, or .MTIFF ADF Mylar sheet replacement kit Q6496A Software Part number HP AutoStore 4.0 T1943AA Introducing the HP 9200c Digital Sender 6 HP LaserJet 2400 series printer unit exchange Replacing certain internal parts in HP LaserJet 2400 series printers can be highly labor intensive. We recommend that you troubleshoot for failure using the steps below and then do a unit exchange as a repair method on the following parts: Part Part number HVPS RM1-1505-000CN Main Motor RL1-0587-000CN Feed Guide Assembly RM1-1504-000CN HVPS failure The customer will see black pages. Troubleshoot with the following steps: 1. Reseat the cartridge. 2. Visually check to ensure the Formatter DC Controller (ECU) flat ribbon cable is properly connected to the Formatter. 3. Visually check the connections to the cartridge to ensure they are intact. See the photos below and top right to view where to check. (In the photos, you are peering into the left side of the cartridge area.) 4. If the HVPS has failed, do a unit exchange. Location of second cartridge connection 5. Check the connections (during printing) between the toner cartridge and the grounding clip by using a voltage meter that can measure up to 750 volts. The reading should be: -600V +/-120V. The photo below shows where to measure. Measure between the clip (touch the metal part) and chassis ground (on the sheet metal) Location of first cartridge connection HP LaserJet 2400 series printer unit exchange 7 Main Motor failure The customer will see an Error 59.XX. Troubleshoot with the following steps: 1. Turn the printer on and off again. 2. Reconnect the Main Motor wire harness on the ECU. 3. Measure the supply voltage to the main motor (~24VDC) via a connection on the ECU. Measure across the red and black wires. See the photo below to locate the connector. 4. Remove the Formatter, then replace the ECU, but do not install the Formatter yet. Print the engine test first before re-installing the Formatter. 5. Inspect the gear assembly for obvious defects/contamination or broken teeth. 6. If the Main Motor has failed, do a unit exchange. Feed Guide Assembly failure The customer will see a 13.05 or 13.06 paper jam, and/or accordion jams in front of or in the fuser. Troubleshoot with the following steps: 1. Check the three fuser cable connections at the rear of the printer. 2. Replace the fuser. 3. Replace the fuser motor. 4. If the Feed Guide Assembly has failed, do a unit exchange. Unit exchange part numbers After troubleshooting, if you have determined that the part has failed, exchange the printer units using the part numbers in the table below. Location of the connector Product number Description Replacement part number Q5955A 220V Replacement for HP LaserJet 2410 base 110V Replacement for HP LaserJet 2410 base Q5955-69055 Q5955-69056 Q5956A 220V Replacement for HP LaserJet 2420 base 110V Replacement for HP LaserJet 2420 base Q5956-69055 Q5956-69056 Q5957A 220V Replacement for HP LaserJet 2420d 110V Replacement for HP LaserJet 2420d Q5957-69055 Q5957-69056 Q5958A 220V Replacement for HP LaserJet 2420n 110V Replacement for HP LaserJet 2420n Q5958-69055 Q5958-69056 Q5959A 220V Replacement for HP LaserJet 2420dn 110V Replacement for HP LaserJet 2420dn Q5959-69055 Q5959-69056 Q5960A 220V Replacement for HP LaserJet 2430t 110V Replacement for HP LaserJet 2430t Q5960-69055 Q5960-69056 Q5961A 220V Replacement for HP LaserJet 2430tn 110V Replacement for HP LaserJet 2430tn Q5961-69055 Q5961-69056 Q5962A 220V Replacement for HP LaserJet 2430dtn 110V Replacement for HP LaserJet 2430dtn Q5962-69055 Q5962-69056 Q5964A 220V Replacement for HP LaserJet 2430n 110V Replacement for HP LaserJet 2430n Q5964-69055 Q5964-69056 HP LaserJet 2400 series printer unit exchange 8 HP LaserJet 2400 series printer service PINs and part number changes Incorrect service menu PINs The service manual incorrectly listed the service menu PIN as 11240002. The correct service menu PINs are as follows: Model Service PIN HP LaserJet 2410 10241004 HP LaserJet 2420 10242004 HP LaserJet 2430 10243004 Part numbers left out of the service manual HP LaserJet 2400 printer Some part numbers were left out or incorrect in the service manual. They are listed below. Trays (cassette only) Product name Description Part number Tray 2 250-sheet cassette RM1-1486-000CN Tray 3 500-sheet cassette RM1-1553-000CN CompactFlash fonts Product name Description Product number Part number Hebrew CompactFlash CompactFlash for traditional Hebrew fonts Q5992A Q5992-67902 Cyrillic CompactFlash CompactFlash for traditional Cyrillic fonts Q5993A Q5993-67902 Greek CompactFlash CompactFlash for traditional Greek fonts Q5994A Q5994-67902 Arabic CompactFlash CompactFlash for traditional Arabic fonts Q5995A Q5995-67902 Dust cover on Tray 2 Product name Description Part number Tray 2 Dust cover Legal dust cover RC1-4158-000CN Paper handling accessories Product name Description Product number Part number Optional 500-sheet tray and feeder unit Optional tray to increase paper capacity. Holds Letter, A4, Legal, A5, B5 (JIS), Executive, and 8.5 x 13 inch paper sizes. Q5963A Q5963A-67901 Product name Description Product number Part number HP LaserJet print cartridge 6,000-page cartridge3 Q6511A Q6511-67901 HP LaserJet print cartridge 12,000-page cartridge Q6511X Q6511-67902 Print cartridges 3 3 Declared yield value in accordance with ISO/IEC 19752. HP LaserJet 2400 series printer service PINs and part number changes 9 Control panel overlays Product name Description Part number EN Control Panel Label Control Panel Overlay – English Q5956-00001 AR Control Panel Label Control Panel Overlay – Arabic Q5956-00002 CS Control Panel Label Control Panel Overlay – Czech Q5956-00003 DA Control Panel Label Control Panel Overlay – Danish Q5956-00004 NL Control Panel Label Control Panel Overlay – Dutch Q5956-00005 FI Control Panel Label Control Panel Overlay – Finnish Q5956-00006 FR Control Panel Label Control Panel Overlay – French Q5956-00007 DE Control Panel Label Control Panel Overlay – German Q5956-00008 EL Control Panel Label Control Panel Overlay – Greek Q5956-00009 HE Control Panel Label Control Panel Overlay – Hebrew Q5956-00010 HU Control Panel Label Control Panel Overlay – Hungarian Q5956-00011 IT Control Panel Label Control Panel Overlay – Italian Q5956-00012 KO Control Panel Label Control Panel Overlay – Korean Q5956-00013 NO Control Panel Label Control Panel Overlay – Norwegian Q5956-00014 PL Control Panel Label Control Panel Overlay – Polish Q5956-00015 PT Control Panel Label Control Panel Overlay – Portuguese Q5956-00016 RU Control Panel Label Control Panel Overlay – Russian Q5956-00017 ZHCN Control Panel Label Control Panel Overlay – Simplified Chinese Q5956-00018 ES Control Panel Label Control Panel Overlay – Spanish Q5956-00019 SV Control Panel Label Control Panel Overlay – Swedish Q5956-00020 ZHTW Control Panel Label Control Panel Overlay – Traditional Chinese Q5956-00021 TH Control Panel Label Control Panel Overlay – Thai Q5956-00022 TR Control Panel Label Control Panel Overlay – Turkish Q5956-00023 Memory Product name Product number Part number 32 MB 100-pin DDR memory DIMM Q3982A Q3982-67951 48 MB 100-pin DDR memory DIMM Q6007A Q6007-67951 64 MB 100-pin DDR memory DIMM Q2625A Q2625-67951 128 MB 100-pin DDR memory DIMM Q2626A Q2626-67951 256 MB 100-pin DDR memory DIMM Q2627A Q2627-67951 HP LaserJet 2400 series printer service PINs and part number changes 10 HP LaserJet 3015/3030/3380 all-in-ones—four-wire to two-wire cable adaptor HP supplies a two-wire phone cord for the HP LaserJet 3015, 3030 and 3380 all-in-ones. If a customer wishes to use a four-wire phone cord, they will need to order a four-wire-to-twowire phone cord adapter. The adaptor can be purchased online from the HP Parts Store, part number Q3093-80004. To use the adaptor, follow the steps below: 1. Plug the adaptor into the correct fax jack on the HP product. 2. Plug the four-wire phone cord into the adaptor. 3. Connect the four-wire phone cord into the wall jack. Connecting the four-wire-to-two-wire phone cord adaptor Note The fax jack location varies depending on the product. Refer to the product documentation for the exact location of the fax jack. HP LaserJet 3015/3030/3380 all-in-ones—four-wire to two-wire cable adaptor 11 HP LaserJet 3020/3030 all-in-ones—cleaning the product How to clean your all-in-one product Before you begin cleaning your product, turn off the device and unplug the power cord from the electrical socket. Use a soft, damp, lint-free cloth to wipe dust, smudges, and stains off of the exterior of the product. CAUTION Do not use abrasives, acetone, benzene, ammonia, ethyl alcohol, or carbon tetrachloride on any part of the product. These can damage the product. Do not place liquids directly on the glass or platen. They might seep and damage the product. How to clean the lid backing Minor debris can accumulate on the white document lid backing, located underneath the product lid. 1. Raise the lid. 2. Wash the backing gently with a soft cloth or sponge that has been moistened with a mild soap and warm water. Do not scrub the backing. 3. Dry the backing with a chamois or soft cloth. How to clean the glass and scanner strip Location of the lid backing Dirty glass from fingerprints and specks of debris slows down performance and affects the accuracy of special features such as fit-to-page and copy. If this procedure does not clean the backing well enough, repeat the previous steps and use isopropyl alcohol to dampen the cloth or sponge. Wipe the backing thoroughly with a damp cloth to remove any residual alcohol. 1. Clean the glass by using a soft cloth or sponge that has been moistened with nonabrasive glass cleaner. Note If streaks or other defects appear only on copies produced using the automatic document feeder (ADF), clean the scanner strip (see step 2 below). It is not necessary to clean the scanner glass. CAUTION Do not use paper-based wipes because they may scratch the backing. How to clean the media path If toner specks or dots appear on the printouts, clean the media path. 1. Press MENU/ENTER. 2. Clean the scanner strip by using a soft cloth or sponge that has been moistened with nonabrasive glass cleaner. 3. To prevent spotting, dry the glass by using a chamois or cellulose sponge. 2. Use the < or the > button to find the SERVICE MENU. 3. Press MENU/ENTER. 4. Use the < or the > button to find CLEANING MODE. 5. Press MENU/ENTER. 6. Press MENU/ENTER again to confirm and begin the cleaning process. Location of the scanner strip HP LaserJet 3020/3030 all-in-ones—cleaning the product 12 HP LaserJet 3380 all-in-one—cleaning the product How to clean your all-in-one product Follow the steps on the previous page to clean the glass, scanner strip, and lid backing. How to clean the print cartridge cavity and media path area Over time, paper, toner, and dust particles can accumulate inside the product causing print quality problems such as toner specks or smearing. To correct and prevent these types of problems, clean the print cartridge cavity and media path area. 1. Turn off the device and unplug the power cord from the electrical socket. WARNING Wait for the product to cool before continuing this procedure. 2. Open the print cartridge door, and remove the print cartridge. CAUTION To prevent damage, do not expose the print cartridge to light. Cover the print cartridge, if necessary. Also, do not touch the black sponge transfer roller inside the product. Doing so can damage the device. 3. Use a dry, lint-free cloth, or an HP toner cloth (part number 5090-3379) to wipe any residue from the media path area and the print cartridge cavity. HP LaserJet 3380 aio Note Do not spray or use water inside the product. If toner gets on clothing or other fabric, wipe off the toner with a dry cloth. Wash the items in cold water and air dry them. (Hot water or heat from a dryer can set toner into fabric.) If toner gets on your hands, wash hands in cold water. How to clean the media path If toner specks or dots are appearing on your printouts, use the product’s CLEANING MODE to clean the media path. Follow the steps below: 1. Use the power switch to turn the product on, and press MENU/ENTER. 2. Use the < or the > button to find the SERVICE MENU, and press MENU/ENTER. 3. Use the < or the > button to find CLEANING MODE, and press MENU/ENTER again. Media path area and print cartridge cavity 4. Replace the print cartridge, and close the print cartridge door. 5. Plug the product in and turn on the power switch. HP LaserJet 3380 all-in-one—cleaning the product 13 How to clean the pickup roller If the product regularly picks up too many sheets of paper or picks up none at all, it may be necessary to clean or replace the pickup roller. Before replacing the pickup roller, try to clean it. Follow the steps below: CAUTION Failure to complete all of the steps in this procedure might damage the product. 1. Use the power switch to turn the product off and then unplug the power cord. 2. Open the print cartridge door, and remove the print cartridge. 3. Locate the pickup roller. Location of the pickup roller 4. Gently release the small, black tabs on each side of the pickup roller by pushing them away from the roller, and then rotate the pickup roller toward the front. 5. Gently pull the pickup roller up and out. 6. Dampen a lint-free cloth with warm water, and use it to clean the roller. CAUTION Do not use abrasives, acetone, benzene, ammonia, ethyl alcohol, or carbon tetrachloride on any part of the product. 7. Using a dry, lint-free cloth, wipe the pickup roller to remove loosened dirt. Allow the pickup roller to dry completely before reinstalling it in the product. 8. Reinstall the pickup roller. HP LaserJet 3380 all-in-one—cleaning the product 14 HP LaserJet 3015/3020/3030/3380 all-in-ones—firmware upgrade Firmware datecode: 20040802 Rev E Firmware revision The 20040802 firmware revision is now available. HP LaserJet 3015/3020/3030/ 3380 all-in-ones are being built with this latest firmware version. As always, this firmware roll will include all fixes from previous revisions for these products. Resolved issues • Fixed the defect to improve the Reprint Fax feature. • Improved Fax Receive compatibility. • Updated Demo Page Data. • Upgraded Line Interface Unit (LIU) list to include Taiwan specifications. • Increased detail provided in Error Log. • Updated telecom parameters required for Russia. • Made minor scan improvements for content scanned at 200 DPI. • Updated control panel message NO PRINT CARTRIDGE to now say CHECK CARTRIDGE/CHECK PAPER TRAY. • Improved Manual Dial setup. HP LaserJet 3030 aio Production status Formatters are being built with the latest firmware version. The Formatter part number is rolling to reflect these changes. Formatters with a ‘4’ for the third digit in the part number have a 20040330 code. Refer to the table below. Product number If your formatter part number is: Your firmware code is: HP LaserJet 3015 (Q2668A) C64xxxx 20040330 HP LaserJet 3020 (Q2688A) C44xxxx 20040330 HP LaserJet 3030 (Q2664A) C54xxxx 20040330 HP LaserJet 3380 (Q2658A) DQ4xxxx 20040330 HP LaserJet 3015/3020/3030/3380 all-in-ones—firmware upgrade 15 HP LaserJet 3015/3020/3030 firmware upgrade utility Please note that the HP LaserJet 3015, the HP LaserJet 3020, and the HP LaserJet 3030 each have their own upgrade utility. Utilities are available at hp.com. The link will be hidden---customers will not have access to these sites unless they are directed to the hidden links by HP support agents. The upgrade utilities are available at: www.hp.com/go/lj3015-30203030fw_hidden No DIMM for HP LaserJet 3015/3020/3030 Since the HP LaserJet 3015/3020/3030 products do not have DIMM slots, the firmware utility is the only method of upgrading the device’s firmware. There is no DIMM upgrade solution. HP LaserJet 3015 aio Note If for some reason the upgrade utility fails and locks up the device (where rebooting the device won’t return to a ready state) the formatter must be replaced. HP LaserJet 3380 firmware upgrade utility The HP LaserJet 3380 firmware deployment strategy mirrors the HP LaserJet 33xx product. There is a firmware recovery DIMM, and a firmware upgrade utility. The firmware upgrade utility is available at hp.com in the Product support/Download section. The link will not be hidden and will be directly available to a customer at: www.hp.com/go/lj3380_firmware HP LaserJet 3380 DIMM The firmware recovery DIMM, part number Q6482-69001 will be packaged with usage instructions taken directly from page 213 of the HP LaserJet 3380 Service Manual. This DIMM is described in PCO 4614291 (20040802/Rev E). HP LaserJet 3015/3020/3030/3380 all-in-ones—firmware upgrade 16 HP LaserJet 4100mfp—Optical Assembly missing bushings We have recently discovered that the bushings are missing on the HP LaserJet 4100mfp Optical Assembly, part number: RG1-4124-000CN In the photo below, an arrow points to a bushing which has been pulled away from the assembly to show what it looks like. The other circled bushing is in its proper place. Global Supply Ordering (GSO) has put new bushings into the boxes of the Optical Assemblies that have missing bushings. If the field has missing bushings, escalate the issue to the division to get spare parts. The HP LaserJet 4100mfp Optical Assembly bushings HP LaserJet 4100mfp—Optical Assembly missing bushings 17 HP LaserJet 4100/4101mfp—new firmware and product changes Firmware datecode: 20041008 03.801.1 Firmware revision Firmware revision 03.801.1 is now available from HP at the following URL: www.hp.com/go/lj4100mfp_firmware Many new improvements are available with this revision. A brief summary follows. See the firmware’s ReadMe file for a thorough list. Resolved issues • Corrected several situations where the Analog Fax accessory product had “dropped off” the MFP’s control panel. • Provided capability to remotely configure the time setting on the Analog Fax accessory. • Addressed many Analog Fax accessory 233 errors. • Updated to allow Web Jetadmin to perform a firmware upgrade even if the MFP’s control panel was previously locked. • Resolved many issues concerning DSS (Digital Sending Software) and HP AutoStore. • Resolved issues concerning Usage Page page-counts. • Resolved many issues concerning Digital Sending date/time stamps. • Addressed many 49.xxxx errors. • Updated the firmware to support different models of the Hard Disk Drive. Included is a change to the firmware DIMM installed into the HP LaserJet’s Formatter PCA. New firmware requires more memory If you are running third party applications with the HP LaserJet 4100mfp, we highly recommend that you increase the product’s DRAM to 128 MB with firmware revision 03.801.1. Please note the product ships standard with 64 MB. To determine your product’s total memory, look for the Total HP LaserJet 4100/4101mfp—new firmware and product changes HP LaserJet 4100mfp Memory statistic on the Configuration Page printout. The following issues might occur if the product’s firmware is updated to 03.801.1 and the product only has 64 MB of memory: • Slow processing of complex N-up copy jobs • Slow processing of stored jobs • Slow processing of multiple copy jobs If a customer is running this latest version of firmware on a product with the standard 64 MB of memory and experiencing performance issues, HP will provide an additional 64 MB DIMM with Service Note C9148A-03 (Service Info ID: 3577). This service note does NOT apply if a customer already has 128 MB of total memory installed in their product. HP LaserJet 4100mfp DIMM With the firmware revision and the newer model Hard Disk Drive, the backup firmware DIMM in the Formatter PCA has rolled to C9168-67913. Use this DIMM with all HP LaserJet 4100mfp products from this point forward. Spare parts for HP LJ 4100/4101mfp Part number Hard Disk Drive J6054-61031 Formatter Firmware DIMM C9168-67913 18 HP LaserJet 4200/4300/4250/4350 series printer issues AUTO cleaning cannot occur with the duplexer installed The HP LaserJet 4200/4300/4250/4350 series printers that have a duplexer installed are not able to run an AUTO cleaning page. You may run a manual cleaning page by opening the rear output bin. When no duplexer is installed, the cleaning page is drawn through the fuser and “stutterstepped” through. This stutter stepping is driven by the main motor. The output rollers are also driven by the main motor. If, however, a duplexer is installed, the duplexer drives the output rollers (allowing it to reverse the rollers and back-feed media into the duplexer). In this case, the duplexer drive supersedes the main motor drive that controls the stutter step process. For this reason, you cannot run an AUTO cleaning page with a duplexer installed. Stapler/stacker OUTPUT BIN FULL error The field has noted cases of an OUTPUT BIN FULL error message associated with the HP LaserJet 4200/4300/4250/4350 series printers that have a stapler/stacker. When processing a job, if a stacker has reached its maximum bin capacity of 500 pages (less for stapled jobs), the control panel display will read OUTPUT BIN FULL. After about 15 minutes, the error message will become a 49.4C01 error code, indicating a system crash. HP LaserJet 4200 printer Solution If the printer is indicating OUTPUT BIN FULL, remove the excess output from the full bin and the print job will continue. If the printer has crashed and is displaying a 49.4C01 error code, power cycle the printer to return to normal. If these error codes are occurring on a regular basis, perform a cold reset. Before you perform a cold reset, be sure to print a Configuration Page to take note of the printer settings. Performing a cold reset will clear the OUTPUT BIN FULL messages as well as the 49.4C01 messages; however, performing this adjustment may take some of the printer settings back to factory defaults. Some of these settings may include: • Service ID/Real Time clock • Configuration/Network settings • JDI settings • Customer Paper Size settings How to perform a cold reset 1. Turn the printer’s power off. 2. HP LaserJet 4200/4300: Hold down the SELECT button and turn the printer’s power on. HP LaserJet 4250/4350: Power on first, then hold down the SELECT button after the memory count begins. Continue holding HP LaserJet 4200/4300/4250/4350 series printer issues 19 down the SELECT button until all three printer control panel lights flash once and then remain on. This may take up to 10 seconds. 3. After the message SELECT LANGUAGE appears on the display, press the UP button or DOWN button until COLD RESET is highlighted. 4. Press the SELECT button. The printer performs a cold reset and then continues its power-on sequence. 5. Check all I/O settings, and reset any customer-set printer configuration values. 500-sheet feeder product differences The stop pin indicates this is a “B” accessory 3. If the feeder has a removable tray number domino, it is a “B” part number (see the photo below). The 500-sheet feeder accessory part number has changed to Q2440B for the HP LaserJet 4250/4350 series printers, and is compatible with the HP LaserJet 4200/4300 series printers. However, the 500-sheet feeder Q2440A accessory is not forward compatible to the HP LaserJet 4250/4350 series printers. Since there are many “A” feeder accessories still in the sales pipeline, it is possible that customers will attempt to purchase the wrong feeder for their printer. The domino indicates this is a “B” accessory How to tell the difference between the “A” and “B” accessory feeders The packaging on new units will indicate either Q2440A or Q2440B. On a used unit, you can differentiate by the following means: 1. If the tray stops when pulled out of the feeder, it is a “B” part number (there is a new stop feature on the new “B” feeder accessory). If it slides straight out it is an “A” feeder. 2. If the tray has a stop pin on the back right, it is a “B” part number (see the photos on the right). HP LaserJet 4200/4300/4250/4350 series printer issues 20 Paper handling accessory compatibility matrix Accessory Service part number Product number HP LaserJet 4200 HP LaserJet 4200L HP LaserJet 4250 HP LaserJet 4300 HP LaserJet 4350 500-sheet feeder and tray Q2440-67903 Q2440B Y Y Y Y Y Q2440A Y Y 1500-sheet high capacity input feeder Q2444-67902 Q2444B Y Y Y Q2444A Y Duplexer Q2439-67902 Q2439B Y Y Q2439A Y Y Q2442B Y Q2442A Y Stacker Q2442-67902 Stapler/stacker Q2443-67908 75-sheet envelope feeder Q2438-67902 Printer stand Service part Service part number 500-sheet universal replacement tray RM1-1088-000CN Y Y Y Y Y Y Y Y Y Y Y Q2443B Q2443A Y Q2438B Y Y Q2438A Y Y Q2445B Y Y Y Y Y HP LaserJet 4200 HP LaserJet 4200L HP LaserJet 4250 HP LaserJet 4300 HP LaserJet 4350 Y Y RM1-1028-060CN HP LaserJet 4200/4300/4250/4350 series printer issues Y Y Y Y Y Y Y Y Y Y 21 HP LaserJet 4250/4350 series printer issues Broken overfill kicker Stapler/stacker bootloader defect A small number of printers in the field have had the overfill kicker break off. This has predominantly been noted in the engine kicker (Tray 2). Upon unpacking the product, the customer sees a black kicker sitting on the inside of the tray. It is important to note that this break does not affect the printer’s functionality. A bootloader defect has been identified, potentially impacting some printers. This defect can cause an incomplete download of firmware during a remote firmware upgrade (RFU). Because of this defect, the staple job will not staple, and the printer will not deliver the job to the stacker output. Instead, it delivers it to the standard output bin. In the photo below, the arrow points to a broken kicker. Solution If a customer notes that staple jobs aren’t stapling or sending to the stacker bin (even when the green READY light is illuminated), ask if they have recently performed an RFU. If this is the case, have them power cycle their printer, and this will correct the problem. If they note the issue as they are performing the RFU, instruct them to continue performing the download and follow it up with a power cycle. Broken kicker It is presumed that a cardboard insert might be riding upwards and causing interference, but the actual reason for the break is unknown at this time. The following preventive measures have been taken: • The cardboard insert has been taped down to secure it in place and avoid it from bumping against the kicker. • A new cardboard insert has been developed consisting of two separate square pieces that do not interfere with the centered kicker and sensor holder. • Each unit is being inspected at the product completion centers. Solution Replace the customer’s printer when the Tray 2 kicker is broken. Replace the customer’s 500sheet tray if the broken kicker is found in one of the optional 500-sheet trays. Be sure to use a “B” suffix part number. Relevant serial number information is forthcoming. HP LaserJet 4250/4350 series printer issues 22 Mopying/Job Storage/Collation memory requirements If a customer wishes to enable Mopying, Collation, or Job Storage features, a minimum amount of memory is required. The driver may have enough memory, but the driver’s default may have the features disabled if the memory was added after the initial installation of the printer driver. In this case, change the memory setting and turn the Mopying/Job Storage/Collation driver settings on by following the steps below (the context is Windows® XP): If enough memory has been added to enable the features the driver will be automatically updated and the changes will be reflected in the driver indicated by bold text. If a connection could not be established through the network, continue with the following steps: 4. Locate Printer Memory. 5. Choose the correctly installed amount of memory from the drop down list. 6. Click Job Storage and select Enable. 7. Click Mopying and select Enable. 1. Choose Start, then Printers and Faxes. 8. Click Collate and select Enable. 2. Right-click on your printer’s icon. CAUTION 3. Select Properties. If there is not enough memory installed and a customer forces the Mopying/Job Storage/Collation modes to be enabled, they may run out of memory, and may not be able to correctly complete print jobs. Symptoms typically include 20 MEM OUT errors, incomplete print jobs, no print jobs, or missing data within a print job. 4. Click the Device Settings tab. 5. Click Installable Options. If the customer has added memory to enable Mopying/Job Storage/Collation and is connected to a network, perform the following: 1. Locate Automatic Configuration. 2. Select the box labeled OFF. 3. Choose Update Now from the drop down list. It is strongly recommended that enough physical memory be added to the printer to perform Mopying/Job Storage/Collation jobs correctly. The tables below indicate the minimum amount of memory required. HP LaserJet 4250 series printer driver settings Memory Mopying/Job Storage/Collation supported 48 MB No. 64 MB No—Driver default setting = Disabled, but can be enabled by user (warnings will be present in the driver) – see the CAUTION above. 80 MB Yes—Driver default setting = Enabled (80 MB is the minimum memory threshold). 96 MB Yes—Driver default setting = Enabled. HP LaserJet 4350 series printer driver settings Memory Mopying/Job Storage/Collation supported 80 MB No—Driver default setting = Disabled, but can be enabled by user (warnings will be present in the driver) – see the CAUTION above. 96 MB Yes—Driver default setting = Enabled (96 MB is the minimum memory threshold). HP LaserJet 4250/4350 series printer issues 23 HP Color LaserJet 4650 and 5550 series printers—overhead transparency curl and wave A customer may show concern that their overhead transparencies are either curled or wavy. • Ensure the customer is using HP Color LaserJet Transparencies, part numbers C2934A (letter) or C2936A (A4). If the customer is not using HP transparencies, have them test-print a transparency using an HP brand. • Determine which media deformation issue the customer is describing. Two different media deformation issues, curl or waviness, may be found on overhead transparencies (OHTs). Defining curl or wave Curl is defined as the curl of the leading and trailing edges of the media. It is measured by placing the OHT on a flat surface and measuring the distance from this surface to the edge of the OHT. The amount of curl seen may be enough to cause the OHT to not project clearly. Waves are defined as waves seen when viewing the trailing or leading edge of the media. If one were to look at the leading or trailing edge of the OHT, one would see that the surface is wavy. This waviness does not normally affect the projection of the image. The exit rollers on the fuser cause waviness. The exit rollers also work to reduce curl, so without the exit rollers, OHTs and other media types would curl excessively. HP Color LaserJet 4650 printer Workaround HP cannot make OHTs print completely flat using the HP Color LaserJet 4650 and 5550 series printers. Try using the Optimize mode for reduced curl and wave. Using the Optimize mode HP has implemented two transparency printing modes in the HP Color LaserJet 4650 and 5550 series printers. These modes print with different fusing temperatures and speeds. The default mode is Best mode. Best mode will produce transparencies with optimum colors and some increase in curl and waviness. Normal mode will yield reduced curl and waviness, with colors that are less bright. The selection of the transparency mode can be performed from the printer’s control panel. The selection is found in the Print Quality menu, under the Optimize tab. Example of wave and curl HP Color LaserJet 4650 and 5550 series printers—overhead transparency curl and wave 24 Please be aware that even when using Optimize mode the first three or four OHTs printed from a cold start will have more curl than subsequent OHTs. If this curl is unacceptable, have the customer print a few pages of regular media first. Once the fuser has warmed up sufficiently, the OHTs will print with very little curl (3-4 mm). A downside to Optimize mode is that print quality is reduced in the form of reduced L-Star (projected colors will not be as bright). Therefore, this mode is only for customers who are very sensitive to curl and waviness in OHTs. Alternative workarounds In some situations, especially when reflective projectors are used, even small amounts of curl can create some distortion of the projected images. A workaround is to print the OHTs as a reverse image, and project them by placing them printed-side down on the projector. The postscript driver allows the user to print pages as mirrored images. From the Layout tab, click Advanced. Scroll down to Postscript Options and change Mirrored Output to Yes. HP Color LaserJet 5550 printer Customer feedback HP is interested in gathering data on this issue. If you have a customer who is concerned about curl or waviness, please collect the following data and enter it into a Webster escalation. The information will be used as feedback for future products. Please be sure the customer is aware that no complete fix is available for the HP Color LaserJet 4650 and 5550 series printers, nor is it expected, and that HP may or may not contact them regarding this issue. 1. Does the customer complain of curl, waviness, or both? 2. Did the customer find the Optimize choices helpful? 3. Does this issue cause the customer to not purchase the printer or to return the printer? If so, how many purchases were lost? 4. Were sales of other HP products lost due to this issue? What is the impact to future sales? 5. Does the waviness affect the projection of the OHTs? If so, how? 6. What percentage of the customer’s overall printing volume involves OHT printing? HP Color LaserJet 4650 and 5550 series printers—overhead transparency curl and wave 25 HP LaserJet 9000 series printers and mfps—print cartridges page variance Explain to your customers that the print capacity of the C8543X print cartridge varies according to the printer. The C8543X print cartridge is capable of printing 30,0004 pages with the HP LaserJet 9000, the HP LaserJet 9000mfp, the HP LaserJet 9000Lmfp, and the HP LaserJet 9050. Due to advances in MFP technology, the C8543X print cartridge is capable of printing 38,0005 pages with the HP LaserJet 9050mfp and the HP LaserJet 9040mfp. Refer to the table below. The HP LaserJet 9000mfp default print mode is Normal. Customers may increase the print capacity even further by printing in EconoMode. There is only a slight degradation of print quality when using this feature. It is not recommended that EconoMode be used on an ongoing basis, however. If used full-time, it is possible that the toner supply will outlast the mechanical parts in the print cartridge. HP LaserJet 9000mfp Printers using the C8543x print cartridge Yield Is EconoMode available? Print quality degradation in EconoMode HP LaserJet 9000 30,0004 Yes Slight HP LaserJet 9000mfp 30,0004 Yes Slight HP LaserJet 9000Lmfp 30,0004 Yes Slight HP LaserJet 9050 30,0004 Yes Substantial HP LaserJet 9050mfp 38,0005 Yes Substantial HP LaserJet 9040mfp 38,0005 Yes Substantial 4 5 Average cartridge yield 30,000 standard pages. Declared yield value in accordance with ISO/IEC 19752. Average cartridge yield 38,000 standard pages. Declared yield value in accordance with ISO/IEC 19752. HP LaserJet 9000 series printers and mfps—print cartridges page variance 26 HP Color LaserJet 9850mfp—firmware upgrade to 43-0000 Upgrade printer control board (PRCB) firmware to version 43-0000 to eliminate false service code (SC) 29 errors. PRCB firmware version 42-0000 and older considers the difference between drum potential and developing bias to determine potential drum value. This process can generate false 29-11(Y), 29-12(M), 29-13(C) and 29-14(K) error messages and hide the root cause of the failure. Firmware version 43-0000 more precisely determines drum potential. This new method significantly reduces the occurrence of 29-11, 12, 13, and 14 error messages by considering only the difference between drum potential and the charging grid to determine drum potential value. This new process effectively addresses the root cause of the failure. Solution 1. Upgrade the firmware to version 43-0000 for PRCB and IMAGE with any new installation and to any unit from the installed base as soon as possible. This especially needs to be done to those units experiencing 29-XX error messages. HP Color LaserJet 9850mfp 3. If the flow chart directs you to replace the Drum Potential Sensor (DPRS), order the latest exchange part number Q3225-69000, which corresponds to the latest DPRS assembly, part number 65AA-2282KC. Note After the firmware upgrade, error messages 2911, 12, 13, or 14 may change to any other of the 29-XX messages—usually 07, 08, 09 or 10 messages (related to the DMax control). If this is the case, continue following the flow chart for 29 errors. Note It is very important to perform the “Gamma Adjustment from Key Operator Mode” right after upgrading the firmware. Verify that the 29-XX error message has disappeared. If not, continue to step 2. 2. Follow the flow chart for 29 error messages. You can find the flow chart at the TechWeb site under Tools. Note The flow chart only applies to firmware version 43-0000 and greater. HP Color LaserJet 9850mfp—firmware upgrade to 43-0000 27 Routing e-mail in Microsoft® Exchange 2000 It has been reported that emails sent from an MFP will only send to people within the company network. If an external email address is entered it is rejected by the MFP. Emails from the user’s desk send properly. The following steps explain how to configure Microsoft Exchange 2000 to forward email sent from the MFP to external email addresses. 1. Open Exchange System Manager. 2. Right-click the Default SMTP Virtual Server setting (highlighted in the screen below), and select Properties. 3. In the Default SMTP Virtual Server Properties window, click the Access tab, and then click Relay. Routing e-mail in Microsoft Exchange 2000 28 4. Verify the check box for Allow all computers which successfully authenticate to relay, regardless of the list above, and then click Add. 5. Add the IP address of the MFP and click OK. This will configure Microsoft Exchange 2000 to forward email sent from the MFP to external email addresses. Routing e-mail in Microsoft Exchange 2000 29 Embedded HP Jetdirect network troubleshooting Many of the new printers and MFPs introduced this fall have embedded HP Jetdirect print servers built into the product’s Formatter PCA. (There is no longer a separate HP Jetdirect EIO print server installed in these products.) It is extremely important that you troubleshoot connectivity problems precisely and accurately since it is quite costly and wasteful to replace a Formatter PCA if the embedded HP Jetdirect print server has not been confirmed as the true source of the network connectivity problem. Review the following basic troubleshooting tips for embedded HP Jetdirect connectivity problems: Review data on the HP Jetdirect Configuration Page Print out an HP Jetdirect Configuration Page (see the example below) and review the following data from the page: Check your cables • Always ensure that you are using a “known good” network cable when troubleshooting a network issue. • Always ensure the network cable is securely seated into the product’s RJ45 connector. Watch out for cables which may have a broken “clip” that locks the connector into position. • If the cable is seated properly and the network is functional, the connectivity LED should be illuminated (see the photo below). If it is not illuminated, try installing a working network cable into the product’s RJ45 connector. HP Jetdirect Configuration Page 1. Ensure that the Status on the HP Jetdirect Configuration Page reads I/O Card Ready. The connectivity LED is illuminated 2. Ensure that network protocol Status on the HP Jetdirect Configuration Page reads Ready. (Our example shows the TCP/IP protocol.) 3. Ensure that the product has an IP Address. Having an IP Address is highly dependent upon the following parameters: Embedded HP Jetdirect network troubleshooting 30 • • Using the correct Configuration Method. There are a number of different configuration methods (e.g., DHCP, Manual, and BootP). Having the correct Default Gateway IP Address and the correct name for the Domain Name. You may need the assistance of a network administrator, or you can look at the data from an HP Jetdirect Configuration Page of a working product. 4. Note the Firmware Version and the Network Statistics of the product (see the example on the previous page). This may be of value if you are calling in for network troubleshooting assistance. If under Network Statistics, you have a large number of Bad Packets, Framing Errors, or Transmit Collisions, please consult your network administrator. New troubleshooting functionality In order to help you accurately isolate issues with embedded HP Jetdirect print servers, new troubleshooting functionality has been incorporated into the fall products. Access these troubleshooting tools through the product’s control panel. Two of these troubleshooting functions are the Ping Test and the Loopback Test. Ping Test Many of you are familiar with the standard Ping Test: In Windows MSDOS you enter a command (for example, C:\ Ping <IP Address>) to communicate with an IP Address on your local network. If you were not able to communicate with the device, there was a network connectivity issue. You now have this same capability from an embedded HP Jetdirect print server. Through the product’s control panel, go to the Configure Device menu. Then go to the Embedded HP Jetdirect menu and click Diagnostics. In the Diagnostics window, you can enter the IP Address of the product you wish to communicate with (e.g., Destination IP). This can be a PC, another printer, or an MFP on the network. Enter the Packet Size you wish to send to that destination. Next enter how many times you wish to send these packets to that device, and if you want the results of your test printed out. The example below shows the printed results from a Ping Test. The target destination was IP Address 15.237.21.102. We sent a Packet Size of 64 MB four times. The Ping Test example below verifies that our network backbone (wiring and hardware) is probably good. If there are still network connectivity issues, contact the network administrator to look for other network issues. Example from a printed Ping Test Embedded HP Jetdirect network troubleshooting 31 Loopback Test The Loopback Test may be used to test the firmware integrity of the embedded HP Jetdirect print server. If you feel the firmware is experiencing an “intermittent” error, you can run this test. This test is designed to run overnight or over the weekend to check the Formatter functionality. From the product’s control panel, go to the Configure Device menu, then the I/O menu, then Diagnostics. From the Diagnostics window, you can enable the Loopback Test. If the Loopback Test fails, a message will be displayed on your product’s display. The only way to exit the Loopback Test is to power-cycle your product. If you attempt to print a Configuration Page while the product is performing the Loopback Test, the embedded HP Jetdirect Configuration Page will say something similar to the example below: Enabling/disabling the embedded HP Jetdirect print server The last diagnostic for embedded HP Jetdirect connectivity problems is disabling the embedded HP Jetdirect print server, and then installing a “known good” HP Jetdirect EIO or external print server. (To enable and disable an embedded HP Jetdirect print server, see your product’s service manual.) If the “known good” HP Jetdirect print server functions properly, go back and re-verify all configuration parameters on the embedded HP Jetdirect print server. Saving the IP address during a cold reset Typically, when you perform a cold reset on an MFP or printer, the IP Address is lost. The same thing occurs if you perform a cold reset with a device with an embedded HP Jetdirect print server. If you do NOT want to lose your IP Address during a cold reset, perform the following steps: 1. Disable the embedded HP Jetdirect print server (See the product’s service manual for the correct steps.) 2. Perform a normal cold reset. Example from a printed Loopback Test The BOOTP/DHCP IN PROGRESS message is displayed if your configuration method is DHCP. If your configuration method is MANUAL the LOOPBACK TEST IN PROGRESS message would be displayed. Embedded HP Jetdirect network troubleshooting 3. Enable the embedded HP Jetdirect print server. Your original IP Address should still be present. 32 Bluetooth is a trademark owned by Bluetooth SIG, Inc. and is used by Hewlett-Packard Company under license. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. HP and the invent signature are trademarks of the Hewlett-Packard Company. © Copyright 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.