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HP Enterprise printers - Boot Progress Indicator Overview and Troubleshooting

Overview
Boot Progress Indicator Stages
Troubleshoot Boot Hang issues by Stage
General Escalation information to collect
Applicable printers

Overview

This document applies to HP Enterprise printers with FutureSmart firmware. The boot progress indicator (BPI) communicates the status of the boot-up process.
HP Enterprise printers, with FutureSmart firmware, feature an eight-stage boot progress indicator on the control panel during boot-up that is different from HP printers with an alternative firmware-base. Use this document to monitor the boot process, as well as troubleshoot boot hangs, in the various stages and phases of the boot for HP Enterprise printers.

Boot Progress Indicator Stages

The boot progress indicator divides the boot process into different stages. There are eight stages in the boot process for HP Enterprise printers that occur between Power-on and arriving at a Ready state. Each stage is indicated by a number on the control panel.
For example, Stage 1 is indicated by 1/8. This information is needed to diagnose and fix formatter issues in the event that the printer does not boot to a Ready state.
Stages 6-8 also displays an activity bar (barber poll) with a description of the current process such as Initializing, Checking Hardware, System 1 and 2 updated, and so on.
  • Stage 1 - The first stage of the boot process is the BIOS stage after power-on during which the printer configures memory layout and runs the EFI Dispatcher Firmware Integration Manager (FIM). The EFI (Extensible Firmware Interface) dispatcher is responsible for calling the appropriate installers to upgrade BIOS, and install the base operating systems on any ASICS as well as the primary O/S. This stage is indicated by a 1/8 on the control panel. There are no phases in this stage.
      caution:
    Do NOT unplug the printer at this stage.
  • Stage 2 - In the second stage, the BIOS FIM loads and runs any of the following installers if needed: PlatformPartition (OS) installer, RambootInstaller, and BIOS update installer. It is indicated by a 2/8 on the control panel. There are no phases in this stage.
      caution:
    Do NOT unplug printer at this stage.
    note:
    You might see a disk check icon in Stage 2 if the disk requires a quick disk check. The other components to FIM, Installation Manager, and the hardware upgrade (System Main process), are completed during Stages 7-8.
  • Stage 3 - This is the OS Startup stage in which memory layout is configured, internal drivers are loaded, and the operating system runs a preconfigured startup list. It is indicated by a 3/8 on the control panel. There are no phases in this stage. Typically, you will not see Stage 3 because it cycles through so quickly.
  • Stage 4 - This is the HPShell Startup stage in which Application level services are started by HPShell. The shell listens for error messages in the event that a crashing program is unable to completely exit, and will prompt with any errors in a separate window. This stage is indicated by a 4/8 on the control panel. Typically, you will not see Stage 4 because it cycles through so quickly.
  • Stage 5 - The fifth stage is not currently used by FutureSmart printers.
  • Stage 6 - The sixth stage includes the Partition Manager processes. The Partition Manager configures the disk layout including all partitions except the OS partition, and the preboot partition which are created by the BIOS. It also performs a disk check, any data migration tasks, reads the NV-RAM, and if required cleans the temp directory and any partition. This stage is indicated by a 6/8 on the control panel. In Stage 6, the following processes might occur:
    • Disk Initialization
    • Partition Creation
    • Disk Check
    • EIO Data Migration
    • Disk Wipe
    • Temp Directory Cleanout
    • Secure Disk Setup
    • Mfg Disk Erase
  • Stage 7 – During the seventh stage, the Installation Manager runs through the list of package (pak) files and installs the required components. This step performs the Post Install Actions that prepare the main system process for execution. This stage is indicated by a 7/8 on the control panel. There are no phases in this stage.
  • Stage 8 – The eighth stage is the System Main process in which the printer checks the firmware to see if it has changed, and to make sure that hardware devices have matching firmware dates. It also updates the hardware if needed, and then initializes the system startup. The main system houses the print, scan, and other functions of the printer. This stage is indicated by an 8/8 on the control panel. Stage 8 includes the following processes:
    • Converting Data... - If the system firmware has changed since the last boot, the printer converts data between the old format and the new format (if required) in a data versioning operation. Converting Data is displayed on the control panel throughout the conversion process.
    • Checking Hardware... - The printer checks to make sure the firmware in the attached hardware devices (such as Fax Modem firmware or Print Engine firmware) has a certain date code. If the printer finds that the firmware has a different date code (either newer or older than existing firmware) the firmware is changed accordingly. This occurs at every boot.
    • Updating Hardware... - The firmware updates hardware components with new firmware specific to those components. This occurs when the firmware has changed.
    • Initializing xxx... - This portion of the boot sequence is the system startup where the firmware loads components such as the print app, the UI, web services, and so on. The number following "Initializing" (such as Initializing 32) is an incrementing counter that indicates the formatter board is still working during startup tasks. It does not correspond to a particular component. When complete, the system is functional and the printer arrives at a Ready state.

Troubleshoot Boot Hang issues by Stage

Processes such as "Converting Data..." (the printer is performing a data versioning operation because the system firmware has changed since the last boot) are normal and expected. Wait for the process to complete.
If any part of the boot process hangs for more than a minute, if the number following a process such as "Initializing 32" stops incrementing or if the incrementing number exceeds 400, use the troubleshooting steps in this section.
Find the Stage and Symptom below, and follow each step provided in the Solution one at a time. If the step resolves the issue, you do not need to complete the remaining steps. If the issue persists, then continue to the next step.
note:
If the disk and magnifying glass logo is displayed, the printer is performing a Disk Check. This is normal behavior. Wait for the Disk Check to complete.
Stage
Symptom(s)
Solution
Stage 0
  • Boot hangs at HP logo prior to Stage 1/8
  1. Make sure the Memory DIMM is installed correctly.
  2. If the issue persists, replace the Memory DIMM.
Stage 1
  • Boot hangs at Stage 1/8
  • "Communication Error" is displayed on the control panel in five languages
  1. Do NOT unplug the printer.
  2. If you need to power cycle the printer, press the power button to turn off, then on.
  3. Reseat formatter.
  4. Escalate the case
Stage 2
  • Boot hangs at Stage 2/8
  • "Communication Error" is displayed on the control panel in five languages
  1. Do NOT unplug the printer.
  2. If you need to power cycle the printer, press the power button to turn off, then on.
  3. Reseat formatter.
  4. Perform a partial clean from the Pre-boot menu.
  5. Perform a format disk from the Pre-boot menu and then reload the firmware.
  6. Escalate the case
Stages 3-4
  • Boot hangs at Stage 3/8
  • Boot hangs at Stage 4/8
  1. Perform a partial clean from the Pre-boot menu.
  2. Perform a format disk from the Pre-boot menu and then reload the firmware.
  3. Escalate the case
Stage 5
The fifth stage is not currently used by FutureSmart printers.
Stages 6-7
  • Boot hangs at Stage 6/8
  • Boot hangs at Stage 7/8
  • 98.YY.ZZ error or event code
  1. Perform a partial clean from the Pre-boot menu.
  2. Perform a format disk from the Pre-boot menu and then reload the firmware.
  3. Escalate the case.
Stage 8
  • Boot hangs at Stage 8/8
  • "Initializing xxx..." process number stops incrementing or exceeds 400
  1. Power cycle the printer using the power button.
  2. Perform a partial clean from the Pre-boot menu.
  3. Perform a format disk from the Pre-boot menu and then reload the firmware.
  4. Escalate the case.

General Escalation information to collect

Capture the following information for case notes and a Level 3 escalation, or both:
  • Is the Formatter LED (Heart Beat) blinking?
  • Is the engine making usual noises?
  • Is the network or USB cable attached?
  • Is the network card internal or external?
  • Any external network adapter installed?
  • Any USB accessories attached?
  • Any fax card installed?
  • Any solutions installed?
  • Any additional memory installed?
  • What is the Stage number displayed on the Control Panel?
  • What is the message displayed on the Control Panel?

Applicable printers

All HP LaserJet Enterprise, HP Officejet Enterprise, and HP PageWide Enterprise models.

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