Transcript
HP LaserJet printer product update July 2004 • Issue 25
hp Welcome to the 25th edition of the HP LaserJet printer product update newsletter! Our current products have stabilized and we are very excited to be working on many new fall product introductions. Your support and efforts will be needed to make these product introductions successful. Look for more information in our next newsletter. This edition addresses current product issues and offers helpful troubleshooting tips.
Inside . . . Introducing the new HP Color LaserJet 4650 series printer............................................................ 2 New parts return program ....................................................................................................... 3 HP LaserJet 3015/3020/3030/3380 all-in-one issues ................................................................ 4 Troubleshoot the Windows 2000 Installer............................................................................... 4 Troubleshoot the Windows XP Installer ................................................................................... 4 Error 1904 during installation............................................................................................... 4 Troubleshoot Scan functionality in Windows 2000 .................................................................. 6 Troubleshoot Scan functionality in Windows XP....................................................................... 8 Troubleshoot Scan-to-Email ................................................................................................. 11 Firmware revision.............................................................................................................. 12 Firmware upgrade utility for the HP LaserJet 3015/3020/3030 all-in-one printers ..................... 12 Firmware upgrade utilities for the HP LaserJet 3380 all-in-one printer........................................ 12 Product compatibility with HP Jetdirect accessories................................................................. 13 Uninstalling drivers............................................................................................................ 13 HP LaserJet 4200/4300—maximum memory configuration........................................................ 14 HP LaserJet 9000/9000Lmfp—image scanner calibration.......................................................... 15 HP LaserJet 9055/9065mfp—control panel security levels ......................................................... 17 HP Color LaserJet 3500/3700 issues ...................................................................................... 18 Skipped pages after a paper jam........................................................................................ 18 59.C0 error ..................................................................................................................... 18 DC controller firmware upgrade.......................................................................................... 19 Troubleshoot the 10.00.XX error ......................................................................................... 19 Troubleshoot the 41.5 error................................................................................................ 19 HP Color LaserJet 5500—CPR and color calibration issues......................................................... 20
HP Restricted
Introducing the new HP Color LaserJet 4650 series printer In June 2004, the HP Color LaserJet 4650 series printer was introduced to replace the HP Color LaserJet 4600 series printer. The HP Color LaserJet 4650 series printer places high-performance, high-quality color laser printing within the reach of our customers. With printing speeds of up to 22 pages per minute, a 533 MHz processor, and up to 288 MB RAM, this powerful printer makes color laser printing simple, productive, and cost-effective. The userfriendly on-screen display helps users stay on top of printing status and supplies replacement. With the HP Color LaserJet 4650, HP unveils ImageREt 3600, a suite of imaging technologies that includes an image mode for printing on HP Glossy Photo & Imaging Laser Paper. The printer is easily expandable to meet the needs of a growing business, and can be shared over a network. The base model has a 500-sheet paper tray; you may also purchase an additional 500-sheet paper tray or a two by 500-sheet paper feeder assembly.
HP Color LaserJet 4650 series printer Specifications
Accessories
Part number
Print speed
22 ppm letter/A4, color and black-only
128 MB 200-pin DDR DIMM
Q2630A
First page out
15 seconds
256 MB 200-pin DDR DIMM
Q2631A
Warranty
One year, next day, on-site limited hardware warranty
Printer cabinet
C9667A
$1,799.99 (model 4650, U.S. dollars)
Optional 500-sheet paper feeder and tray (tray 3)
Q3673A
Supplies
Part number
Q3668A
Black print cartridge Cyan print cartridge Yellow print cartridge Magenta print cartridge
C9720A C9721A C9722A C9723A
Q3669A
Image transfer kit Image fuser kit (110 volt) Image fuser kit (220 volt)
C9724A C9725A C9726A
Street price Models
HP Color LaserJet 4650 printer • 100-sheet multipurpose tray and 500-sheet input tray for 600-sheet capacity •
160 MB RAM; 533 MHz FISC processor
•
Three open EIO slots
HP Color LaserJet 4650n printer All of the features of the 4650 plus: • HP Jetdirect 620n Fast Ethernet print server in one EIO slot HP Color LaserJet 4650dn printer
Q3670A
All of the features of the 4650n plus: • Automatic two-sided printing unit HP Color LaserJet 4650dtn printer
Q3671A
All of the features of the 4650dn model plus: • 500-sheet input tray for 1,100-sheet capacity •
Additional 128 MB RAM for a total of 288 MB RAM
HP Color LaserJet 4650hdn printer
Q3672A
All of the features of the 4650dn model plus: • Two by 500-sheet paper feeder (1,000-sheet pedestal) for 1,600-sheet capacity •
Additional 128 MB RAM for a total of 288 MB RAM
•
20 GB HP high-performance hard disk in one EIO slot
Introducing the new HP Color LaserJet 4650 series printer
2
New parts return program HP is implementing a new parts return program. Failed parts will be collected and examined for future printer quality improvements. In the past, HP has examined only returned or exchanged parts to improve design, but would now like to look at failed printer parts. When HP wants a part back, a plastic pouch will be placed on the replacement part shipping box. Pouches contain a letter with instructions, which may ask you to print out some pages from the printer and return them in the box along with the failed part. The pouch contains a prepaid shipping label to use for shipping the part back to HP.
Parts return box with plastic pouch
As always, HP’s goal is to improve printer quality. HP solicits your support for this new program. Your feedback and ideas for improvement are always welcome.
New parts return program
3
HP LaserJet 3015/3020/3030/3380 all-in-one issues Troubleshoot the Windows® 2000 Installer
Troubleshoot the Windows® XP Installer
Issue
Issue
When installing the printer driver, customers may encounter a problem after selecting Directly connected to the PC, but before being prompted to plug in the device.
When installing the printer driver, customers may encounter a problem after selecting Directly connected to the PC, but before being prompted to plug in the device.
Workaround
Workaround
If this problem occurs, bypass this portion of the installation by performing a hardware-first installation.
If this problem occurs, bypass this portion of the installation by performing a hardware-first installation.
Other issues during installation
Issue
•
The Found New Hardware Wizard appears during the plug-and-play portion of the installation.
•
The installation stops and displays the message: New printer detected. Please wait.
•
The customer sees the following error: Error 1311. Source file not found.
Workaround There may be an issue with the security settings for devices; Restrict CD Access to Locally Logged-on User Only may be enabled. Both Microsoft® Silent Install and plug-and-play run in the system context and need to access files on the CD in order to install the software. With this setting enabled, both Microsoft Silent Install and plug-and-play are unable to install properly. To work around this issue, the CD drive must be shared, and then a network drive mapped to that shared CD or the files from the CD copied to a folder on the hard drive. For instructions on how to share the CD, and how to map the network drive, refer to HP’s TechWeb site.
The installation stopped at the screen that prompted the user to select a network or direct connection after the device had been connected and after plug-and-play appeared to install successfully. Workaround There may be an issue with the security settings for devices; Restrict CD Access to Locally Logged-on User Only may be enabled. Both Microsoft Silent Install and plug-and-play run in the system context and need to access files on the CD in order to install the software. With this setting enabled, both Microsoft Silent Install and plug-and-play are unable to install properly. To work around this issue, the CD drive must be shared, and then a network drive mapped to that shared CD or the files from the CD copied to a folder on the hard drive. For instructions on how to share the CD, and how to map the network drive, refer to HP’s TechWeb site.
Error 1904 during installation When installing the HP LaserJet 3015, 3020, 3030, or 3380 printer software, versions 1.0 or 2.0, customers may receive the following error: Error 1904 Module C:\Windows\System32\hpmiapi.dll failed to register. Contact your support personnel.
HP LaserJet 3015/3020/3030/3380 all-in-one issues
4
Error 1904 Module message
Background information
3
The cause of this error is a component in the I/O not registering properly on the system. This most often occurs on the component hpbmiapi.dll.
In Task Manager, end the process Statusclient.exe, javaw.exe, and javaw.exe (if running).
4
Run the unzipped file, Regdd.bat.
5
Reboot the PC.
Note
6
After the PC reboots, the HP Toolbox Device Status and Alerts icon should be in the system tray. Double-click the icon or use the HP Toolbox and Fax Management desktop icon for the HP LaserJet 3015, 3020, 3030, or 3380 printers to load the toolbox. It may be necessary to refresh the browser when HP Toolbox initially displays.
It is possible that this error could also occur on HP LaserJet 1010, 1012, 1015, or 1300 printers. Workaround There are two methods of resolving this error: 1
2
There is a batch file located at the HP TechWeb site and a share that has already been created to register the component. Obtain the batch file that automatically registers the component. Manually register the component.
Obtain the batch file that automatically registers the component Obtain the Regdd.zip file and complete the following steps: 1
Save Regdd.zip to the hard drive.
2
Unzip Regdd.zip.
HP LaserJet 3015/3020/3030/3380 all-in-one issues
If HP Toolbox does not successfully run after performing these steps, ask the customer to complete the following steps: 1
Send a screenshot of the error through the normal escalation or support process.
2
Run Netstat –na and send the status of the 5225 and 5226 ports using the process for unsolvable problems.
Manually register the component To manually register the component, see the instructions at the HP TechWeb site, or call HP Customer Care.
5
Note
Troubleshoot Scan functionality in Windows 2000 1
2
Asking customers to refer to the test page confirms they were able to print.
Print a test page from the control panel. Ensure that the issue does not result from the device not being connected or plugged in.
NO: Switch to the DOT4 port if available. The DOT4 port is created during a plugand-play installation, but not if an Add Printer Installation is performed. Performing an Add Printer Installation allows printing, but not scanning. The customer should be able to run the installer to install the product. If not, disconnect the device, run the scrubber, and perform a hardwarefirst installation.
Click Start, Programs, Accessories, Imaging. Does the device name appear when you click File, Select Device? NO: The TWAIN data source has been deleted or did not install correctly during a plug-and-play installation. This is unusual; use the FileToEmail tool to gather information if possible. (Setupapi.log is of most interest.) The FileToEmail tool is available at HP’s TechWeb site. It is not likely that a reinstall will fix the problem, but try once. If the problem continues after attempting to reinstall, disconnect the device, delete the printer name from the Printers folder, remove the printer driver from server properties, run the scrubber, remove any hp3all-in-one*.inf and .pnf files from the inf folder, reboot the computer, and then perform a hardwarefirst installation to reinstall the plug-andplay components. Running the uninstaller is not required. After reinstalling, return to step one above.
YES: Record the port for further use, and continue to the next step. 6
NO: The scanner did not install correctly via a plug-and-play installation. This is unusual; use the FileToEmail tool to gather information if possible. (Setupapi.log is of most interest.) It is not likely that a reinstall will fix the problem, but try once. If the problem continues after attempting to reinstall, disconnect the device, run the scrubber, and perform a hardware-first installation to reinstall the plug-and-play components. Running the uninstaller is not required. After reinstalling, return to step one above.
YES: Select the device name, and continue to the next step. 3
4
Within the application, select File, Acquire Image. (Make certain that media has been loaded in the scanner before performing this step.)
YES: Check the Printer Properties to determine the printer’s port assignment. 7
Does the scanner scan the image? NO: There is a TWAIN scanning problem. Close any error messages and Imaging. Continue to the next step.
Is the device connected directly to the PC via a USB or parallel port? Look at the port on the test page to determine if the printer is connected to a DOT4 port.
HP LaserJet 3015/3020/3030/3380 all-in-one issues
Does the scanner port match the printer port in the Scanner and Cameras folder of the operating system? The Auto setting is expected for network installs and also works for DOT4_001. NO: This requires the ScanFixIt tool to change a registry key and place the scanner on the correct port. The ScanFixIt tool is available at hp.com.
YES: TWAIN scanning is functional. Go to Setting up the HP LaserJet Scan application shortcut on the next page. 5
Is the device name in the Scanners and Cameras control panel folder?
YES: Continue to the next step. 8
Click Start, Programs, Accessories, Imaging.
6
9
NO: Please gather FileToEmail information if possible and any error messages to improve our troubleshooting process.
Within the application, select File, Acquire Image. (Make certain that media has been loaded in the scanner before performing this step.)
YES: Continue.
10 Does the message Unable to communicate with HP scanning software appear?
Warning Do not proceed to the following steps until able to scan from Imaging.
NO: Continue to the next step. YES: Close the error message and the Imaging application. The scanning components may not be installed. Try running setup.exe from the root of the CD. This is a hidden file so have the customer type D:\setup.exe from the run line where D is the CD drive letter. 11 Select File, Acquire Image. No reboot is required. 12 Does the message Unable to communicate with HP scanning software still appear? NO: Continue to the next step. YES: Close the error message and the Imaging application. It is possible the scanning components were deleted. These components (including the uninstaller) can be reinstalled by typing the following at the command line, where D represents the CD drive letter: msiexec -fa D:\setup\QFolder\QFolder.msi msiexec -fa D:\setup\scan\scan.msi msiexec -fa D:\setup\LaserALL-INONE\LaserALL-INONE.msiX:\setup\hpzprl01.exe -m PreloadICEEngineToGUIDFolder -datfile D:\autorun.inf 13 Select File, Acquire Image. No reboot is required.
Troubleshooting the HP LaserJet Scan application shortcut Does the shortcut Start\All Programs \Hewlett-Packard\hp LaserJet
\Scan exist? NO: The HP Scan application is not installed or did not install. YES: Continue. 1
NO: This is unusual. Please gather information to help improve this document. YES: Continue. 2
Specify Save it to a file in the Where should the data go drop-down list.
3
Press the Scan button.
4
Specify a file name and press the Save button to begin the scan. (With the HP LaserJet 3015 make sure there is paper in the scanner before pressing the Save button.)
5
Does the message The software encountered some errors appear?
14 Does the message Unable to communicate with HP scanning software still appear?
NO: Continue. YES: Close the error dialog box. (The TWAIN source specified in the shortcut may be incorrect.)
NO: Continue. YES: Close the error message and Imaging. This is unusual; gather FileToEmail information if possible and any error messages to improve our troubleshooting process. 15 Does the scanned image appear in the Imaging application? HP LaserJet 3015/3020/3030/3380 all-in-one issues
Click Start\All Programs \Hewlett-Packard\hp LaserJet \Scan. Does the hp LaserJet Scan window appear?
6
Click Start\All Programs \Hewlett-Packard\hp LaserJet \Scan, and select Properties.
7
Select Find Target.
8
Double click hppscan2.exe.
7
9
Specify Save it to a file in the Where should the data go: drop-down list.
10 Press the Scan button. 11 Specify a file name and press the Save button to begin the scan. (With the HP LaserJet 3015 make sure there is paper in the scanner before pressing the Save button.) 12 Does the message The software encountered some errors appear? NO: Continue.
15 Does the scanned image successfully save to a file when using the HP LaserJet Scan software from the shortcut?
YES: Please gather information to improve this document.
NO: Please gather more information to improve this document. YES: Congratulations, the HP LaserJet Scan application shortcut is set up correctly.
13 Does a dialog box appear with a list of possible TWAIN data sources? NO: Click Start\All Programs \Hewlett-Packard\hp LaserJet \Scan and select Properties. Remove the /TwainSrc parameter from the Target: field, and then continue to the next step. Example: Before: "C:\hppscan2.exe" /TwainSrc "hp LaserJet 3380 TWAIN"
Warning Do not proceed until able to scan from the HP LaserJet Scan application.
Troubleshoot Scan functionality in Windows XP 1
After:
Note
"C:\hppscan2.exe"
Asking customers to refer to the test page confirms they were able to print.
YES: Select one of the TWAIN sources and attempt to scan again. 14 Did the device scan successfully? NO: Try to scan from the next TWAIN data source until all TWAIN data sources have been tried. YES: Note the name of the TWAIN data source. Click Start\All Programs \Hewlett-Packard\hp LaserJet \Scan and select Properties. Update the /TwainSrc paramter in the Target field with the name of the TWAIN data source that was able to scan. Example: "C:\hppscan2.exe" /TwainSrc "hp LaserJet 3380 TWAIN"
HP LaserJet 3015/3020/3030/3380 all-in-one issues
Can the customer print a test page from the control panel?
NO: Resolve the printing problem. YES: Continue to the next step. 2
Can the device scan from the Scanners and Cameras folder (direct connect only)? (Make certain that media has been loaded in the scanner before performing this step.) NO: There is a problem with WIA scanning. Continue with the next step to correct the problem. YES: There is not a problem with WIA scanning. Go to Troubleshooting the HP LaserJet Scan application shortcut on page 7.
8
3
Is the device connected directly to the PC via a USB or parallel port? Look at the port on the test page to determine if the printer is connected to a DOT4 port. NO: Switch to the DOT4 port if available. The DOT4 port is created during a plugand-play installation, but not if an Add Printer Installation is performed. Performing an Add Printer Installation allows printing, but not scanning. The customer should be able to run the installer to install the product. If not, disconnect the device, run the scrubber, and perform a hardware-first installation. Note Make sure hp3all-in-onep6.inf and pnf are deleted from the %windir%\inf directory before reconnecting the device.
root of the CD each time. After reinstalling, return to step one above. YES: Continue to the next step. 5
Does the error message The properties for this item are not available appear? NO: Continue to step 12. YES: Close the error message. The scanning components may not be installed. Try running setup.exe from the root of the CD. This is a hidden file so have the customer type D:\setup.exe from the run line where D is the CD drive letter.
6
From the application, verify the device name is in the Scanners and Cameras control panel folder. No reboot is required.
7
Does the error message The properties for this item are not available appear again? NO: Continue to step 12.
The Found New Hardware Wizard may appear more than once; direct it to the root of the CD each time. After reinstalling, return to step one above.
YES: Close the error message. Check the version of %windir%\system32\hpgwiamd.dll. If the version is less than 3.2.2.553, perform the following steps;
YES: Continue to the next step. 4
Click Start, Control Panel, Scanners and Cameras. Is the device name in the Scanners and Cameras folder? NO: The scanner did not install correctly via a plug-and-play installation. This is unusual; use the FileToEmail tool to gather information if possible. (Setupapi.log is of most interest.) It is not likely that a reinstall will fix the problem, but try once. If the problem continues after you try reinstalling, disconnect the device, run the scrubber, and perform a hardware-first installation to reinstall the plug-and-play components. Running the uninstaller is not required.
b
Exit the CD browser if it appears.
c
Open a Command Prompt window by clicking Start, Run. Enter command.exe.
d
From the Command Prompt, type the following, where D is the CD drive letter: ren %windir%\system32\hpgwiamd.dll hpgwiamd.bak copy D:\hpgwiamd.dll %windir%\system32
e
Make sure hp3all-in-onep6.inf and pnf are deleted from the %windir%\inf directory before reconnecting the device.
HP LaserJet 3015/3020/3030/3380 all-in-one issues
Insert the CD.
net stop stisvc
Note
The Found New Hardware Wizard may appear more than once; direct it to the
a
8
Delete the product name from the list of imaging devices in the device manager and refresh the device manager to reinstall the device.
Verify the device name is in the Scanners and Cameras control panel folder. No reboot is required.
9
9
Does the error message The properties for this item are not available appear again? NO: Continue to step 12. YES: Close the error message. The scanning components may have been deleted. These components (including the uninstaller) can be reinstalled. Click Start, Run. Type cmd to open a Command Prompt. Type the following at the command, where D represents the CD drive letter: msiexec -fa D:\setup\QFolder\QFolder.msi msiexec -fa D:\setup\scan\scan.msi msiexec -fa D:\setup\LaserALL-INONE\LaserALL-IN-ONE.msi D:\setup\hpzprl01.exe -m PreloadICEEngineToGUIDFolder -datfile D:\autorun.inf
10 Verify the device name is in the Scanners and Cameras control panel folder. No reboot is required. 11 Does the error message The properties for this item are not available appear again? NO: Continue to step 12. YES: Close the error message. This is unusual; gather FileToEmail information if possible as well as any error messages to improve our troubleshooting process. Warning
14 Does the screen say, Welcome to the Scanner and Camera Wizard (direct connect only)? NO: This is unusual; gather FileToEmail information if possible as well as any error messages to improve our troubleshooting process. YES: Continue to the next step. 15 Is the customer able to scan using the Scanner and Camera Wizard (direct connect only)? NO: This is unusual; gather FileToEmail information if possible as well as any error messages to improve our troubleshooting process. YES: Continue. Warning Do not proceed to the following steps until able to scan from Imaging. 16 Does the shortcut Start\All Programs\Hewlett-Packard\hp LaserJet \Scan exist? NO: The HP Scan application is not installed or did not install. YES: Continue. See Troubleshooting the HP LaserJet Scan application shortcut on page 7.
Do not proceed to the following steps until able to scan from Imaging. 12 Does the scanner port match the printer port in the scanner properties? The Auto setting is expected for network installs and also works for DOT4_001. NO: This requires the ScanFixIt tool to change a registry key and place the scanner on the correct port. YES: Continue to the next step. 13 Open the scanner device in the Scanner and Cameras folder in the control panel by double-clicking the icon with the device name.
HP LaserJet 3015/3020/3030/3380 all-in-one issues
HP LaserJet 3030 all-in-one printer
10
Troubleshoot Scan-to-Email The following is a summary of the different ways the customer can scan from the HP LaserJet 3015, 3020, 3030, and 3380 printers: •
From within a TWAIN or WIA compliant third-party application: Select Scan or Acquire an image.
•
In Windows XP: Double click the device’s icon in the Scanners and Cameras folder to launch the Microsoft Scanning Wizard.
•
From the Scan application: Click Start/Programs/Hewlett Packard/ HP LaserJet 3010-3020-3030-3380/Scan. (This accesses the TWAIN scan driver.)
•
From the control panel, press the SCAN TO button to display the options that are configured in the HP Toolbox Scan to tab (This accesses the scan application without opening the user interface.)
initiate scanning when scanning-to-email or scanning-to-folder. Is the customer using a non-MAPI-compliant email application? HP software will only scan to MAPI-compliant email applications. Internet browser-based email applications such as Yahoo, Hotmail, and MSN, are not MAPI-compliant, and will not work. Outlook, Outlook Express, and Lotus Notes are examples of MAPI compliant applications.
Troubleshooting from the device Can you scan to a file from the Scan application in the Start menu? • If not, you have a scanning issue unrelated to the email. •
General troubleshooting Is the default mail client set up correctly? In Windows, go to the control panel, click Internet Options, select the Programs tab, and verify that the correct application is selected in the E-mail box. Also, verify that the application selected is configured to send email. This can be verified by opening that email application, creating a new message, and sending it.
Note A copy of the message may not appear in the Sent Items folder, so make certain the recipient receives the email message.
Is HP Toolbox set up correctly? By default, the Scan to feature in HP Toolbox is turned off for networked installations. When it is turned on, the default email entry ADD NEW EMAIL will not send an email, but will launch HP Toolbox, and open the page that allows you to add an email address.
1
If you still cannot scan-to-email, is the correct email application set as the default? Verify this from the PC’c Control Panel, select the Programs tab, and review the Internet Options dialog box.
2
If you were able to scan-to-email, can you send an email via the Scan application when entering an email address before initiating scanning? Enter the address on the Email tab in the Settings dialog box. The email should be sent automatically without a message or dialog box appearing.
Is the user pressing the correct button? The START SCAN button isn’t functional on network connections. On direct connections, the START SCAN button launches the Scan application on the PC but does not initiate a scan. Selecting ADD NEW EMAIL or ADD NEW FOLDER launches HP Toolbox where users can add an email address, but it does not initiate a scan. The SCAN TO button will
HP LaserJet 3015/3020/3030/3380 all-in-one issues
If you can scan-to-file, can you scan-to-email from the Scan application without adding an email address before initiating scanning? Open the Scan application and confirm that no email addresses are entered in the Email tab of the Settings dialog box (the default setting). Once the newly scanned image appears, a new email message dialog box should appear with the image as an attachment. At this point, add a valid email address and press Send.
11
3
If you are able to send a message when adding an address first, is the email address in HP Toolbox entered correctly? Copy and paste the address into a new email message and try sending it again.
Firmware revision Improvements Firmware date code 20040330
Since these printers do not have DIMM slots, the firmware utility is the only method of upgrading the device’s firmware. There is no DIMM upgrade solution. Note If for some reason the upgrade utility fails and locks up the device, the formatter must be replaced.
The following improvements have been made with the revision 20040330 firmware: •
Sporadic PCLXL 79 errors have been resolved with improved Fax Receive compatibilities.
•
Demo page data has been updated to include A4 page speeds.
•
The Line Interface Unit (LIU) list now includes Taiwan specifications.
•
Increased stack trace details are provided in the Error Log.
•
The telecom parameters have been changed as required for Russia.
•
200 dpi scanning is improved—eliminating tick marks on the right side of the image.
•
The control panel message NO PRINT CARTRIDGE has been changed to say CHECK CARTRIDGE/CHECK PAPER TRAY.
•
The “off hook” issue has been fixed for the Manual Dial feature.
HP LaserJet 3380 all-in-one printer
Firmware upgrade utilities for the HP LaserJet 3380 all-in-one printer
Firmware upgrade utility for the HP LaserJet 3015/3020/3030 all-in-one printers
A Firmware Recovery DIMM is available for the HP LaserJet 3380 all-in-one printer (part number Q6482-69001). The Firmware Recovery DIMM comes with installation instructions.
A Firmware Upgrade Utility is available at the TechWeb site: http://pldtm.boi.hp.com/Products/BFI/BFI%2 0template%202004.html
A Firmware Upgrade Utility is available at the TechWeb site: http://pldtm.boi.hp.com/Products/BFI/BFI%2 0template%202004.html
Utilities will be available at hp.com. These links will be hidden—customers will not have access to these sites unless they are directed to the hidden links by HP support agents.
This utility will be available at hp.com, in the product support/download section, just as the HP LaserJet 33xx utility is. This link will not be hidden and will be directly available to the customer.
HP LaserJet 3015/3020/3030/3380 all-in-one issues
12
Product compatibility with HP Jetdirect accessories The following HP Jetdirect accessories are supported: Product
Part number
Network connectivity
Printer port connectivity
Firmware version
Web scan support
Print/fax/scan functionality
HP Jetdirect 175x print server
J6035C
Yes
P/F/S
J3258B
Full-Speed USB Parallel
22.09+
HP Jetdirect 170x print server
8.20
No
P/F/S
HP Jetdirect 300x print server
J3263A
10/100 BaseTX RJ-45 (10BaseT) 10/100 BaseTX
Parallel
8.40+
No
P/F/S
HP Jetdirect 310x print server
J6038A
Yes
P/F/S
J3265A
Full-Speed USB 3 port parallel
22.09+
HP Jetdirect 500x print server
8.40+
No
P/F/S
HP Jetdirect en3700 print server
J7942A
Hi-Speed USB
25.31+
Yes
P/F/S
HP Jetdirect 380x print server
J6061A
10/100 BaseTX 10/100 BaseTX 10/100 BaseTX 802.11b Wireless Ethernet
Full-speed USB
23.x+
Yes
P/F/S
HP wp110 wireless print server
J6062A
Parallel
0200
No
Print only
HP bt1300 (Bluetooth®) wireless printer adapter
J6072A
802.11b Wireless Ethernet Bluetooth v1.1
Full-Speed USB and parallel
S80 500.020 / 01381.001
No
Print only
Uninstalling drivers Please note that most issues can be resolved without the need to uninstall and reinstall. However, if you must uninstall, and the shortcut for the uninstaller is missing, you can perform the following steps in Windows 98, Me, 2000, or XP: 1
2
Bring up a DOS prompt. a
For Windows 2000 or XP, type cmd in the run line. For Windows 98 and Me, type command in the run line.
b
Type doskey in the Command Prompt in Windows 98 or Me. This allows the use of the up arrow key on the keyboard. You might need to use the arrow key to bring up the previous line for editing in the event of a typo.
is functional. The command copies the uninstaller files back to the “C:\Program Files\hp\Digital Imaging\{1B4B2D13-BA874c7c-8B67-0EE7CE698415}\setup” directory. On some computers it may be in the HewlettPackard directory. If the shortcut does not work, open a DOS prompt and go to that directory— it’s easiest if you set the Folder Options in Windows Explorer to Display the full path in the address bar and then copy the path from Windows Explorer and paste that into the DOS prompt after typing CD in the DOS prompt. Once in that directory you can type the following command at the DOS prompt to run the uninstaller: hpzscr01.exe -datfile hpbscr01.dat
Type the following where D represents the CD drive letter: D:\setup\hpzprl01.exe -m PreloadICEEngineToGUIDFolder -datfile D:\autorun.inf
This command will not appear to do anything. Verify success by checking to see if the shortcut
HP LaserJet 3015/3020/3030/3380 all-in-one issues
13
HP LaserJet 4200/4300—maximum memory configuration To achieve the maximum 416 MB memory configuration supported by the HP LaserJet 4200/4300 printers, you will need to use a specific memory DIMM combination. The reason for this is that HP LaserJet devices read and use the entire amount of memory on each side of a DIMM—they cannot use only part of a DIMM. For instance, if you install three 128 MB DIMMS (2 times 64 MB on each side) and include the standard 64 MB, you will have a total of 448 MB. But because the HP LaserJet 4200/4300 printers only support 416 MB of memory, they will drop the entire 64 MB from the second side of the last DIMM—leaving you with only 384 MB of memory. To achieve maximum memory configuration, use one of the following DIMM combinations:
HP LaserJet 4200 series printer
Standard 64 MB + 256 MB + 64 MB + 64 MB = 448 – 32 MB = 416 MB Standard 64 MB + 256 MB + 64 MB + 32 MB = 416 MB
HP LaserJet 4200/4300—maximum memory configuration
14
HP LaserJet 9000/9000Lmfp—image scanner calibration The HP LaserJet 9000/9000Lmfp may be calibrated to ensure the best possible copy and scan quality. Image Properties that may be calibrated are the Leading Edge, the Left Edge, and the Scaling (stretch). The instructions below provide a simplified basic calibration method. The original calibration method is still available and recommended if the customer requires full Edge to Edge scanning. 1
Go to MENU, CONFIGURE DEVICE, PRINT QUALITY, SET REGISTRATION. Follow the instructions on the printed set registration sheet to perform the tray registration. Perform the registration for each of the MFP’s trays. Note This calibration can only be performed on Letter or A4 media.
2
On the control panel set EDGE-TO-EDGE COPIES = ON. (Go to MENU, CONFIGURE DEVICE, SYSTEM SETUP, COPY-SEND SETTINGS, EDGE-TO-EDGE COPIES = ON).
3
Conduct a simplex Paper Path Test from tray 3. Ensure that the Paper Path Test pattern is centered on the page. – – – –
4
MENU/DIAGNOSTICS/PAPER PATH Source: TRAY 3 Duplex: OFF Copies: 1 Mark the newly made test sheet with colored ink as ORIGINAL across the top of the page.
HP LaserJet 9000mfp 6
Ensure the media in Tray 3 is loaded in the same orientation as the original in the ADF. This orientation is commonly called Letter-R or A4-R.
7
Make a 100% Scaled simplex copy, printing from Tray 3.
8
Compare the Leading Edge and the Left Edge borders of the copy with the original. Use a ruler with mm markings, if possible, to measure these distance differences.
9
Align the top border of the copy with the top border of the original. Measure the distance between the bottom borders.
10 Place the original face-up in the ADF, feeding the top of the page into the ADF first. 11 Set the original to 2 SIDED through the control panel. 12 On the control panel, set the copy to 1 SIDED. Press START. 13 Compare the Leading Edge and the Left Edge borders of the copy with the original. Measure these distance differences.
5
Place the printed Paper Path Test pattern into the Scanner’s Automatic Document Feeder (ADF), placing the top of the page into the ADF first. This is the Leading Edge.
HP LaserJet 9000mfp/9000Lmfp—image scanner calibration
14 Align the top border of the copy with the top border of the original. Measure the distance between the bottom borders. 15 Open the top cover of the scanner and lay the original on the glass in the same
15
orientation as the ADF; top edge of the page to the left. 16 Make a copy from Tray 3. 17 Compare the Leading Edge and the Left Edge borders of the copy with the original. Measure these distance differences. 18 Align the top border of the copy with the top border of the original. Measure the distance between the bottom borders. Copy the values written down above into the table below: Setting ADF Front Side
ADF Back Side
Flatbed
Scale
Current setting
Arrow to press
Leading Edge (Top Border)
High:
Low:
10 units = 1 mm
If low, press the up arrow the number of units indicated by the scale. If high, press the down arrow.
Left Edge
Left:
Right:
12 units = 1 mm
If left, press the down arrow. If right, press the up arrow.
Scaling Plain (Bottom Border)
High:
Low:
3 units = 1 mm
If low, press the up arrow. If high, press the down arrow.
Leading Edge (Top Border)
High:
Low:
10 units = 1 mm
If low, press the up arrow. If high, press the down arrow.
Left Edge
Left:
Right:
12 units = 1 mm
If right, press the down arrow. If left, press the up arrow.
Leading Edge (Top Border)
High:
Low:
24 units= 1 mm
If low, press the up arrow. If high, press the down arrow.
Left Edge
Left:
Right:
12 units = 1 mm
If left, press the down arrow. If right, press the up arrow.
Scaling (Bottom Border)
High:
Low:
3 units = 1 mm
If low, press the up arrow. If high, press the down arrow.
19 On the control panel, enter SERVICE MODE (MENU, SERVICE MODE, PIN 00900001). 20 Scroll to SCANNER SETTINGS. 21 Select ADF SETTINGS. Following the above chart, select the correct menu item. An original value will be displayed. Write this number down. Press the UP or DOWN arrows to move the number value according to the chart and write down the current adjustment value number (0-255).
(bottom border) down the page 1 mm, press the DOWN arrow 3 times. 23 Repeat steps 17-22 adjusting the ADF and FLATBED settings until the image is positioned as desired. 24 Select EDGE-TO-EDGE COPY = OFF (only if this was the original setting).
22 Incrementally adjust the position of the image with the UP or DOWN arrows, using the scale provided in the chart. For example, if you need to move the ADF Back Side Left Edge one mm to the right, press the UP arrow 12 times. To move the scaling HP LaserJet 9000/9000Lmfp—image scanner calibration
16
HP LaserJet 9055/9065mfp—control panel security levels You can set three levels of security with the HP Web Jetadmin control panel locking feature. From the control panel, select MINIMUM, MODERATE, or MAXIMUM. The following table describes which menus are locked with each of the three security levels.
Minimum security menu
Access
PAUSE
Yes
RETRIEVE JOB
1
Yes
INFORMATION
1
Yes
CONFIGURE DEVICE
2
Limited
HP LaserJet 9055mfp
SYSTEM SETUP COPY/SEND SETTINGS
No
I/O PARALLEL INPUT
No
Note
RESETS
No
The HP Web Jetadmin control panel locking feature only locks the menus provided by the HP Print controller.
SERVICE
1
Yes
Moderate security menu
Access
PAUSE
No
RETRIEVE JOB1
Yes
INFORMATION1
Yes
CONFIGURE DEVICE
1
1
DIAGNOSTICS SERVICE
No No
1
Yes
Maximum security menu
Access
PAUSE
No
RETRIEVE JOB1
Yes
INFORMATION1
No 1
PAPER HANDLING 1
No
DIAGNOSTICS
No
CONFIGURE DEVICE1
No
SERVICE
1
Yes
1
Including menus below this particular main menu item. Limited access to the menus below this main menu item. Those that are not accessible are listed.
2
HP LaserJet 9055/9065mfp—control panel security levels
17
HP Color LaserJet 3500/3700 issues Skipped pages after a paper jam HP Color LaserJet 3700 and 3700n printers may skip up to 4 pages of a print job when intervention takes place during printing (such as a paper jam or tray refill). Early in the production life, base and network models were shipped with 64 MB of memory. Memory has now been increased to 128 MB to eliminate the issue. To solve this problem, add an additional 64 MB of memory to the printer, or escalate to HP through your normal channels to receive the firmware image.
If a part is missing, replace the swing guide. Also, please look for the missing part in the printer. 59.C0 errors or 10.92.XX errors can occur if the black sliding lock is broken, out of place, or missing the spring. If this is the case, replace the swing guide.
The part number for the swing guide is: RM1-0437-000CN
Note When the Beta firmware is released to production, an information service note will be sent out to inform the field. Models affected
Part number
Serial numbers
HP Color LaserJet 3700
Q1321A
CNDXXXXXXX or less JPDXXXXXXX or less
HP Color LaserJet 3700n
Q1322A
CNDXXXXXXX or less JPDXXXXXXX or less
59.C0 error A 59.C0 error will occur if you are not able to move the right swing guide arm all the way back. This may be due to a white plastic part missing on the swing guide itself (see photo below). The red circle indicates the missing part; arrows point to the cross-shaped parts that are in place.
Photo of the swing guide
HP Color LaserJet 3500/3700 issues
The black sliding lock is circled in red
18
DC controller firmware upgrade Customers experiencing a 10.00.XX or 41.5 error may need to upgrade the DC controller firmware to the newest revision (2D). Check the DC controller firmware version by printing a Configuration Page and checking the Printer Number. The DC controller firmware upgrade (.rfu) files are available at these URLs:
•
If the DC controller firmware download and the above four troubleshooting steps do not correct this problem, perform the remaining steps: •
Reseat the memory controller PCB connector J201, and the DC controller PCB connector J1025.
•
If the memory controller PCB is defective, replace the memory controller PCB.
•
If the DC controller PCB is defective, replace the DC controller.
www.hp.com/go/clj3500dccfw_hidden www.hp.com/go/clj3700dccfw_hidden Note There are three separate .rfu files: an .rfu file for the HP Color LaserJet 3700 series, an .rfu file for the HP Color LaserJet 3500n, and an .exe file for the HP Color LaserJet 3500 connected via a USB port. For instructions on how to upgrade the firmware, go to www.hp.com. In the Search box type C00127233 and press Enter. The search engine will provide a link for HP Color LaserJet 3700 Series Printers—ReadMe file for Firmware Update/Download Release/Installation Notes. Use the same link for the HP Color LaserJet 3500.
Troubleshoot the 10.00.XX error If the firmware upgrade did not remove the 10.00.XX error, perform the following: •
Open and close the front door.
•
Ensure the cartridges are fully seated.
•
Trade cartridges to determine whether the error is in the cartridge or the slot. If the error is in the cartridge, replace the cartridge. Otherwise, go to the next step.
Check the memory controller PCB contacts to the memory tag. Clean if dirty.
Troubleshoot the 41.5 error In rare situations, customers may have a letterhead with a pre-printed logo that is not recognized by the media sensor. Blank paper will be fed through the printer and a 41.5 error code will be recorded on the control panel. Have the customer print a Configuration Page to determine if they need an upgrade (see the table below for affected printers). They should upgrade the formatter firmware first, then the DC controller. After the upgrades are complete, instruct the customer to use Letterhead Mode when printing on media that has a preprinted logo. In order to allow these specific media types to work for our customers, an upgrade to the DC controller firmware and/or the formatter firmware is required for specific serial number ranges or firmware date codes (see the table below to determine if the firmware codes are up to date). Both of these firmware codes need to be upgraded.
Model number
Starting serial numbers
Ending serial numbers
Firmware numbers
Upgrade needed
Obtain from:
HP Color LaserJet 3500 (110V) HP Color LaserJet 3500 (220V) HP Color LaserJet 3700
CNBRA00000 CNBRA00000 CNBRA00000 CNBRA00000 CNCRA00000 CNCRA00000 CNCRA00000 CNCRA00000 CNCA000000
CNBRC00563 CNBRK22439 CNBRN04925 CNBRX00006 CNCRC04399 CNCRK13441 CNCRN21061 CNCRX00056 CNCZ999999
Version 1.000.1 Less than 2D
Formatter Upgrade DC Controller Upgrade
www.hp.com/support/clj3500
Version 1.000.1 Less than 2D
Formatter Upgrade DC Controller Upgrade
www.hp.com/support/clj3500
20040319 06.004.1 Less than 2D
Formatter Upgrade DC Controller Upgrade
www.hp.com/support/clj3700
HP Color LaserJet 3500/3700 issues
www.hp.com/go/clj3500dccfw_hidden
www.hp.com/go/clj3500dccfw_hidden
www.hp.com/go/clj3700dccfw_hidden
19
HP Color LaserJet 5500—CPR and color calibration issues The Electro Transfer Belt (ETB) on the HP Color LaserJet 5500 series printer sometimes shifts to the left or right, affecting Color Plane Registration (CPR) and Calibration. This can manifest itself in two different ways: Either the
CPR is off, and will not restore with Calibrate now, or the Configuration Page contains wrong colors and the colors will not restore to normal with Calibrate now.
Incorrect Color Plane Registration
Correct Color Plane Registration
Incorrect Colors on Configuration Page
Correct Colors on Configuration Page
HP Color LaserJet 5500—CPR and color calibration issues
20
When the ETB shifts, it starts to ride on top of the roller, causing the belt to wrinkle when engaged. These wrinkles can cause the CPR Registration and/or the DMAX/DHalf calibration to fail, resulting in the symptoms mentioned above. When the belt is shifted, you can clearly see a ridge on the side of the belt riding on top of the roller. The pictures below show a shifted and a normal belt for comparison.
This is how the belt wrinkles when it is shifted.
Action
Shifted belt - note the visible ridge on the left side
Replace the ETB. Make sure the transfer kit counter gets reset and that at least one Full Calibrate has been performed (this automatically occurs when the transfer kit counter is reset).
Belt in correct position - note that there is no ridge on the left side of the belt
HP Color LaserJet 5500—CPR and color calibration issues
21
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.
