Another 4345 (non-m) issue

[TommyH]

Ok, so just recently we had one of these devices pop up a install MK message. When this happened the users were coming in the next day with a 49.4c06 error message. We installed a new MK and upgraded the firmware.

Everything was fine for about a month now they are getting 49.4c027. This error happens in the middle of the night when I check the event log (various times). They are on the most current firmware version 20110220 09.230.9. Had a thought that maybe the device was going into sleep mode than some one was sending a fax in middle of night that was triggering it. So had user put device in sleep mode and I sent them a fax but it worked ok. We performed a DISK INIT and error still occured during the night.

At this point we put in a new formatter with updated firmware, new HDD, new fax module, memory, etc. Still getting the error message at various times of the night. After a reboot in the morning it works fine till next morning when error happens in middle of night.

At this point thinking a NVRAM/cold reset on the device, but not sure if this will resolve it as it went away for a month after MK message went away with install of MK. Any other suggestions??

Also have another one of these devices at another client, it also came up for a MK. At the time the message appeared they too started getting 49.4c06 errors. Theirs happened a few times a day though. I installed a new MK and did a firmware upgrade on this device 1 week ago and the errors stopped at this point. Kind of worried that it was showing the same problem as the other device really hoping it does not turn into the 49.4c27 in a few weeks like the other one.

[prntrfxr]

Did you update the drivers? Does client have latest updates/patches on the software they use the most? Try upgrading the firmware again, sometimes you have to do it twice. Sounds like a software/drive conflict with the new firmware to me.

[TommyH]

Ya we updated the firmware with the MK install. Than we updated again thinking maybe it didn't fully take (prior to changing formatter, I also updated the firmware on the new formatter here at office prior to putting it in the machine).

I will check with their IS dept and see if the software is up to date and maybe rebuild the driver. Wouldn't you think it would act up during the day if it was a software/driver conflict? It only happens in the middle of the night when they are not printing anything. We checked to make sure there are no auto reports or jobs being sent to it and its at various times after business hours.

We were thinking a fax maybe as they deal with international freight, so thought maybe a fax from other side of world is trying to come through.

[mo0651]

difference between firmwares and drivers. make sure correct driver matches machine.

[TommyH]

Tried to web into the printer remotely and was unable to this morning. Fearful of another 49.xxxx error I waited for the client to come in (1 hour behind me). As soon as they came in they called and reported the 49.xxxx error again and stated they disconnected the fax over the weekend. This means nothing should have been attempted to print to this device not even a fax and it still popped the error message. This time it was 12:51 am Saturday morning. So about 8 or so hours after they left for the day on Friday.

Cannot think of any thing that would trigger the device to do this while nothing is being printed to it. Was going to have the IS rebuild the driver, but I know they will ask why as nothing is being printed to it when this occurs. Any ideas what part of the driver/software conflict that could cause this when its in middle of night so I can provide a response when they ask why?

[blackcat4866]

In my experience the 49.xxxx codes have always been caused by corrupt print drivers or corrupt documents being sent to print. It's also possible that some other device is sending information to that IP address or hostname, and it's probably not PCL or PostScript data.

The thing to do is to change the port assignment. With the participation of the IS dept, use a utility like NetScan to identify an un-assigned IP address, then change the printers IP address. Whatever is creating havoc with your printer is probably not smart enough to seek out the new address. =^..^=

[faxman28]

49 errors are a pain. They are mostly network errors or corrupt data. Have you checked the fax activity report to see if a fax job is coming in around the time of the 49 error. Also is the customer running any kind of pc/server management software. Had an issue a few years back with HP Insight software(server/pc management software, like webjetadmin is to printers) . The software goes out and searches for devices using multicast and snmp to communicate to pc, this was causing some hp printers to throw a 49 error because it could not understand the command to read the MIB of the device. You could try turning off snmp and multicast packets on the printer. if they are not used for Wbjetadmin or digital sending or meter reading software.

[TommyH]

Have a tech going out there today to try some things...yesterday afternoon the device completely stopped working and would boot to a 49.ff81 error. I have found most of time on this error to be HDD related in the past but the whole formatter including the HDD was replaced so not sure why this started popping up.

Ya we use a meter reading software so the SNMP would need to be on. However I might try to turn it off over the weekend if nothing resolves it during the week to see if that works.

Thanks for all the input.

[TommyH]

Ok, so after tech went out there Friday, we had him do a full NVram, cold reset and installed the new HDD. The 49.ff81 error went away and device appeared to be working ok. The device was left on when the users left and later that night the 49.4c27 error came back.

I had the IS dept rebuild the printer driver on the server Monday, well the error came back again through the night. I will be disabling the SNMP of the device tonight to see if that helps. We do have a monitoring software so if it works will not be ideal for us.

Device is on a static IP, newest firmware, new formatter with all new components in it. I have seen this error appear on other 4345's at other locations and clients just not as often as this one. The one that had the 49.4c06 that started with the MK message at the other client, has got a 49.4c027 error on it as well on the 13th which was my earlier fear. Their's is not as often but it has appeared now, its on a completely different network and client.

I have thought about downgrading the firmware to an older version. My only fear with that is I think it might only downgrade the engine firmware and not the components. If this is the case I would think it could cause other communication errors later down the line or weird issues.

Has any one downgraded firmware before? Does it do all the components or just engine like I thought? Any input or advice? Thanks in advance

[faxman28]

you can do a stack trace on the 4345 when it is showing the 49 error,


Follow these steps to gather the stack trace

information while the printer displays a 49.xxxx Service Error:

NOTE: Be sure to perform a Stack Trace prior to Hard Disk Initialization.

1. Press the 6 button.

2. Press the 5 button.

3. Use the 9 button to scroll down or the 3 button to scroll up to navigate to Stack Trace

There can be several screens of info that would need to be written down exactly , then you can contact hp tech support. had 49 error issue with hp 9055mfp(konica copier) did a stack trace and the last item was a memory error and it was a area on the hdd used for DSS that was not being erased. If you have access to hp support you need to request 2nd level or engineer as first level didn't help in my case.

If this error happends every night , the printer is more than likely in sleep mode trying to wake up. Have you disconnected the fax line overnight ? If you can disconnect the fax line and the error still appears , are any of the fax activity reports set to print out ? You can see if the customers IT dept. can run a traffic anyalizer at night to see what is commincating with the printer. Wireshark is a program that can look at the network traffic to the printer , but I don't remember if it can collect a nights worth of traffic.

[faxman28]

also if an incoming fax is not the problem, have their IT give the printer a new IP address.

[TommyH]

Ya we have disconnected the fax with the same results about a week back. We have recently disabled the SNMP when we leave and it stays on through the night. At this time it appears something is being broadcasted to the network or sent to the printer in the middle of the night. Whatever it is the printer does not know how to handle the request and thats whats generating the error.

We plan to run the analyzer to see if we can figure out what it is and also change the IP after the analyzer has been run.

[mailderrick]

Re: Another 4345 (non-m) issue

Did you ever figure this out? I know this is an old post but i have worked on many many of these machines and i think i can help you if you are still looking for the answer.
Derrick

[mailderrick]

Re: Another 4345 (non-m) issue

I'm curious as to what it was but in my experience on this model i would pick in this order.
1. Hard Drive
2. Hard drive cable
3. Firmware
If you have any updates i would love to hear...

[JustManuals]

Re: Another 4345 (non-m) issue

You ARE aware that this thread is 4 years old aren't you??