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HP LaserJet Enterprise, HP PageWide Enterprise - Use the Troubleshooting features (EWS)

Learn how to use the Embedded Web Server (EWS) troubleshooting features.

Begin troubleshooting

The General Troubleshooting page in the EWS can be used to begin the troubleshooting process and to gather information for HP technical support or your help desk.

  1. Using the top navigation tabs, click Troubleshooting.

  2. In the left navigation pane, click General Troubleshooting.

    General Troubleshooting page

    General Troubleshooting page
  3. Use the following options as appropriate:

    • Reports and Tests area: Select and print several types of reports and tests. Some reports can be viewed in the EWS by clicking the View button.

    • Fax Tools area: Configure settings for fax troubleshooting (MFP and Digital Sender products only).

    • OXPd Troubleshooting area: Select whether to enable the Allow a Non-Secure Connection for Web Services option (MFP and Digital Sender products only).

    • Auto Recovery area: Select whether to enable the Enable Auto Recovery option.

Configure the EWS Help options

Use the Online Help page, located in the Troubleshooting tab, to configure settings for the EWS online help.

To configure where Help links are shown for events, select or clear the following options (for Admin users only):

  • Show QR code in control panel event details

  • Show links in the EWS Event log

To connect to the correct Help page, the product sends information to HP including the model number, firmware revision, and FutureSmart level. When clicking a Help link, a notice is displayed, which allows the user to continue or cancel.

To turn off this notice, select Do not show EWS help notice.

Online Help page

Online Help page

Retrieve diagnostic information

Use the Diagnostics Page, located in the Troubleshooting tab, to retrieve diagnostic data from the printer that will help HP technical support troubleshoot printer problems.

To view or print the Diagnostics Page:

  1. In the EWS, click the Troubleshooting tab.

  2. On the General Troubleshooting page, under the Reports and Tests section, select Diagnostics Page.

  3. Click Print or View.

Configure the color calibration and cleaning cycles

Learn how to configure the color calibration and cleaning cycles using the EWS. These features are available in the Troubleshooting tab.

Introduction

Multifunction printers automatically calibrate and clean at various times to maintain the highest level of print quality. The purpose of this document is to provide an understanding of these processes and suggest possible configuration changes that will minimize interruptions to the user.

While the printer is calibrating and cleaning, the printer will pause normal print operations for the amount of time it takes to complete the calibration or cleaning. For most calibrations and cleaning, the printer will not interrupt a print job, but will wait for the job to complete (or in the case of a job with multiple copies, a copy boundary) before calibrating or cleaning. In the case of very large jobs, a calibration may occur before the job completes.

The end result of any calibration is to achieve an optimal printing state. This desired state is the result of carefully measuring print performance over the life of several printers in different environmental conditions.

Print a cleaning page or perform a color calibration

Learn how to print a cleaning page or perform a color calibration using the EWS.

  1. Click the Troubleshooting tab.

  2. Open the Calibration/Cleaning menu.

  3. Use one or both of the following options:

    • Click Print to print a cleaning page.

    • Click Start Color Calibration to perform color calibration.

HP LaserJet Enterprise, HP PageWide Enterprise - Update firmware using a USB flash drive or the Embedded Web Server (EWS)

Learn how to update the printer firmware using a USB flash drive or the EWS.

Introduction

Similar to service packs for operating systems, HP provides firmware updates for printers to help address any known issues and add new features throughout the support life of the printer.

To make sure the printer is up to date, HP recommends updating the firmware for HP Enterprise and HP Managed printers. See Applicable printers.

Before you begin

Before upgrading firmware, make sure that any solutions used with the HP printer(s) will support the new firmware version and review these requirements:

Note:

Enhanced security features and settings implemented in recent firmware releases coupled with device resets might block the installation of some solutions. For more information, see the white paper Overview of Secure by Default Settings for Solutions.

  • A firmware update requires a network connection or USB flash drive, and internet access.

  • This printer cannot be updated using FTP, LPR, or Port 9100 methods.

  • If you have a third-party solution, contact the vendor to make sure that the latest firmware version is compatible with the solution.

    Note:

    If device resets are performed as part of the update process, these solutions might need to be reinstalled or reconfigured.

  • If a solution also needs to be updated to support the new firmware, HP recommends updating the solution first before updating the printer.

  • A firmware update can require 10 to 30 minutes or more depending on the computer speed and connection type.

  • Remote firmware downgrades are not supported. For more information, see About firmware downgrades.

  • The steps in this document apply to only to HP Enterprise and HP Managed printers. See Applicable printers.

  • You might need administrator privileges or a passcode to perform these steps.

Update the firmware

There are four supported methods to perform a firmware update on this printer depending on whether the printer is in a ready state or an error state.

If the printer is in an error state, use Method three: USB flash drive —Preboot menu to update the firmware.

Method one: Embedded Web Server (ready state, remotely)

Learn how to perform a firmware update using the Embedded Web Server (EWS).

Watch the video or follow these steps to update the firmware remotely on a single printer connected to a network:

Note:

These steps should only be used if the printer is able to boot to a 'Ready' state.

  1. Go to the Latest Firmware Versions document, determine the latest version of firmware available for the printer, and compare it with the version installed on the printer. To view the installed version, see Print a configuration page.

  2. Use the links in the Latest Firmware Versions document to go directly to the printer download page, download the firmware, and then extract all files.

    Note:

    The firmware file for HP FutureSmart is in the format "xxxxxxx.bdl" where "xxxxxxxx" indicates the firmware file name and ".bdl" is the file extension.

  3. Make sure the printer is On and in a ready state.

  4. Open the Embedded Web Server (EWS).

    1. Open an internet Web browser.

    2. Type the hostname or IP address of the printer in the URL address field.

      To obtain the printer's IP address, click the information icon on the control panel or print a Configuration page. For instructions, see Print a configuration page.

    3. Press Enter.

  5. Select the General tab.

  6. In the left pane, select Firmware Upgrade.

  7. Select Choose File.

    Note:

    If an Administrator password must be set warning message displays, select the Security tab, select the General Security option in the left pane, and then under the Set the Local Administrator password section, reset the password.

  8. Browse to the location where the firmware files were extracted and select the .bdl file.

    If there is more than one .bdl file on the storage device, make sure to scroll and select the correct file for the printer and firmware version.

  9. Select Install, and then wait for the update process to complete.

    Note:

    Do not close the browser window or interrupt communication until the EWS displays the confirmation page. An update could take up to 30 minutes or more to complete.

  10. On the EWS confirmation page, select Restart Now, or wait for the printer to reboot automatically (varies depending on the firmware version). If the printer does not reboot automatically, turn the printer Off and then On again.

    The printer will automatically reboot unless the firmware is being downgraded. If downgrading firmware, select the Rollback option.

  11. After the printer is back online, check the Configuration Page in the EWS or print a Configuration Page and make sure that the new firmware has been installed.

If when updating the firmware using the EWS, the update process hangs or you receive an incorrect/corrupt file error, the printer should still function but the firmware update is not complete. Use the USB flash drive - Maintenance menu method to try again to update the firmware.

Method two: USB flash drive - Maintenance menu (ready state, locally)

Learn how to perform a firmware update from the control panel Maintenance menu.

Watch the video or follow these steps to update the firmware directly at the control panel on a single printer using a portable USB flash drive.

Note:

These steps should only be used if the printer is able to boot to a 'Ready' state.

  1. Go to the Latest Firmware Versions document, determine the latest version of firmware available for the printer, and compare it with the version installed on the printer. To view the installed version, see Print a configuration page.

  2. Use the links in the Latest Firmware Versions document to go directly to the printer download page, download the firmware, and then extract all files.

    Note:

    The firmware file for HP FutureSmart is in the format "xxxxxxx.bdl" where "xxxxxxxx" indicates the firmware file name and ".bdl" is the file extension.

  3. After extracting all files, find the .bdl file.

  4. Copy the .bdl file to a portable USB flash drive.

    Note:

    USB flash drives in a format other than Fat32, or with a CD formatted partition, might not be recognized by the printer. You might need to try a different USB flash drive.

  5. Make sure the printer is On and in a ready state.

  6. On the printer control panel, navigate to the USB Firmware Upgrade option using the following steps:

    • FutureSmart 3: From the Home screen on the printer control panel, scroll to and select the Device Maintenance menu.

    • FutureSmart 4: From the Home screen on the printer control panel, select the Support Tools menu.

  7. Open the Maintenance menu.

  8. Open the USB Firmware Upgrade menu.

  9. Insert the USB flash drive with the .bdl file on it into the USB port on the front of the control panel.

    Note:

    If the message No USB Thumbdrive Files Found displays on the control panel, make sure that the .bdl file is saved to the main directory and is not inside a folder. If the message persists, try using a different USB flash drive.

  10. Select the .bdl file, and then select OK or Upgrade.

    Note:

    If there is more than one .bdl file on the storage device, make sure to select the correct file for the printer and firmware version.

  11. Select OK or Install (depending on the firmware version).

  12. Select Upgrade, Reinstall, or Downgrade depending on the task you are performing.

  13. Wait for the upload to complete. When the upload is complete, the printer will reboot automatically and start the update process.

    Note:

    Do not interrupt the firmware update process. An update could take up to 30 minutes or more to complete.

  14. Wait for the update to complete and when the printer returns to a Ready state, print a Configuration Page.

  15. On the Configuration Page, make sure that the new firmware version is installed.

Method three: USB flash drive - Preboot menu (error state, locally)

Learn how to perform a firmware update from the control panel Preboot menu.

Follow these steps to update the firmware directly at the control panel on a single printer when the printer is in an error state.

Note:

Only use these steps if the printer will not boot to a 'Ready' state unless otherwise recommended.

  1. Go to the Latest Firmware Versions document, determine the latest version of firmware available for the printer, and compare it with the version installed on the printer. To view the installed version, see Print a configuration page.

  2. Use the links in the Latest Firmware Versions document to go directly to the printer download page, download the firmware, and then extract all files.

    Note:

    The firmware file for HP FutureSmart is in the format "xxxxxxx.bdl" where "xxxxxxxx" indicates the firmware file name and ".bdl" is the file extension.

  3. After extracting all files, find the .bdl file.

  4. Copy the .bdl file to a portable USB flash drive.

    Note:

    USB flash drives in a format other than Fat32, or with a CD formatted partition, might not be recognized by the printer. You might need to try a different USB flash drive.

  5. Turn the printer Off and then On. If the error persists, continue to the next step.

  6. Turn the printer Off.

  7. On the control panel, open the Preboot menu.

    • Turn the printer On, and when the HP logo displays on the control panel and all three Ready, Data, and Attention LEDs illuminate solid, press .

      OR

    • Turn the printer On, and when 1/8 displays under the logo, press the HP logo in the middle of the screen.

  8. Scroll to and select Administrator.

    Note:

    If the Administrator menu is locked, login using administrator credentials.

  9. Scroll to and select Download.

  10. Insert the USB flash drive with the .bdl file on it into the USB port on the front of the control panel (remove the seal if necessary).

    Note:

    If the message No USB Thumbdrive Files Found displays on the control panel, make sure the .bdl file is saved to the main directory and is not inside a folder. If the message persists, try using a different USB flash drive.

  11. Scroll to and select USB Thumbdrive.

  12. Scroll to and select the .bdl file.

    Note:

    If there is more than one .bdl file on the storage device, make sure to scroll to and select the correct file for the printer and firmware version.

  13. Select OK and wait for the upload to complete.

  14. When Complete displays on the control panel, select the back arrow until Continue displays.

  15. Select Continue. The printer will automatically reboot and start the update process.

    Note:

    Do not interrupt the firmware update process. An update could take up to 30 minutes or more to complete.

  16. Wait for the update to complete and when the printer returns to a Ready state, print a Configuration Page.

  17. On the Configuration Page, make sure that the new firmware version is installed.

If a Disk Full message displays when using this method, contact the HP support center in your country/region to help troubleshoot the issue.

Method four: Web Jetadmin (ready state, multiple printers at one time)

Follow these steps to update the firmware remotely for a single printer or multiple printers at one time using HP Web Jetadmin 10.4 SR2 or newer.

The duration of these steps varies depending on the printer firmware file size and server capacity. Even if HP Web Jetadmin is installed on a high-end server, HP recommends that you keep other HP Web Jetadmin tasks to a minimum while any firmware upgrades are running because it is a resource-intensive operation.

Note:

These steps should only be used if the printer is able to boot to Ready.

  1. Make sure you have administrator privileges or a passcode available.

  2. Connect the client machine to the internet and to the network.

    Note:

    Only the client machine needs web access through a browser.

  3. Start Web Jetadmin.

  4. Click Device Management.

  5. Click Firmware and click Repository.

  6. Download the new firmware files.

    Note:

    If the client PC does not have internet access, the firmware files can also be downloaded from HP.com to a local PC and then transferred to the client machine. After transferring the files to the client machine, see Manually import firmware files into WJA.

    1. In the upper right side of the screen, click Get images.

    2. If prompted to check HP.com, click OK. The Get Firmware Images wizard opens.

    3. Use the Quick Device Discovery section in the lower-left of the screen to search for printers by IP address. This will highlight the printer in the device list. You can also sort the device list by clicking on a column name at the top such as Models.

    4. Press Ctrl + Click to select each printer until all printers are selected and click Next.

      Note:

      Make sure to select specific printers in this step otherwise all firmware image files for all HP printers will be retrieved which will take a long time and impact server space.

    5. Browse to the location on the client machine where you want to temporarily download the firmware and click Next.

    6. Make sure the firmware version is correct and click Get images to automatically locate the latest firmware versions on the Web.

    7. Wait for the firmware images for the selected printers to download from the Web.

    8. Make sure the Import firmware images checkbox is selected in the Get Firmware Images wizard and click Done.

      The Import Firmware Images wizard opens.

  7. Import the new firmware files into WJA.

    Note:

    If the client PC does not have internet access, see Manually import firmware files into WJA.

    1. Select the images to import (indicated by a No value in the Repository column) and click Next.

    2. Confirm the selected images and click Import.

    3. Wait for the firmware to import into the Web Jetadmin repository.

    4. After the import completes, click Done to close the Import Firmware Images wizard.

    5. To check the current version of firmware installed against newer versions available, click All Devices, and then check the Printer Firmware - Severity column. A red 'X' indicates that the firmware needs to be updated.

  8. Update the firmware from Web Jetadmin for multiple printers at one time.

    Note:

    You can also schedule a firmware update for a later time or setup automated firmware updates. for instructions, see Set up automated firmware updates for WJA (optional).

    1. In the Repository, click Upgrade Firmware. The Upgrade Firmware wizard opens.

    2. Select the Device Firmware option and click Next.

      Note:

      To schedule the update for a later time, click the Schedule firmware upgrade check box.

    3. Click the Device Model header to sort the printer list alphabetically and then use the arrow button to add the printer(s) you want to update to the right pane. When all printers are selected, click Next.

    4. Select the firmware version from the New Version drop-down list and click Next.

    5. Click Upgrade.

  9. Wait for the updates to complete and the printer(s) to reboot.

    Note:

    Do NOT interrupt or turn the printer off during the update process. When the update is complete, the printer will automatically reboot. If the firmware update process fails or is interrupted for reasons such as a power outage, it can be completely recovered by running the firmware download again and reinitiating the download. Web JetAdmin will display a notification with information about the failure and a link to retry the process.

  10. When the printer returns to a Ready state, make sure that the new firmware version is installed.

    1. Click All Devices.

    2. Under the Printer Firmware - Severity column, a green checkmark indicates that the firmware is up to date.

      Note:

      If you did not retrieve and import images or forgot to check the Import firmware images check box, this might not be the latest version available. Click the Import button to import files already on the client machine.

      Note:

      Item count listed under the Printer Firmware - Available in repository column only indicates whether or not firmware has been downloaded for that printer. It might still need to be imported into the repository.

  • For more information on how to certify images, go to the HP Web Jetadmin 10.4 User Guide or use the HP Web Jetadmin help (http://WJA_IP:8000/WebJetadmin/Help/en/Common/dm_fwupgrade_available_editproperties.html where WJA_IP is the IP address of the WJA server).

  • For information on how to determine newer qualified firmware files, or for other detailed ways to update the firmware using Web Jetadmin, go to the HP Web Jetadmin White Paper Upgrading firmware.

  • For new releases of WJA and release notes, go to www.hp.com/go/wja.

Manually import firmware files into WJA

To manually import firmware files into WJA, follow these steps:

Note:

The following steps are typically used to import firmware files in WJA when the client PC does not have internet access (for example).

  1. Start Web Jetadmin.

  2. Click Device Management.

  3. Click Firmware and click Repository.

  4. Click Import.

  5. Browse to the location where you saved the firmware, select the images to add to the repository, and then click Next.

    Note:

    The firmware file for HP FutureSmart is in the format "xxxxxxx.bdl" where "xxxxxxxx" indicates the firmware file name and ".bdl" is the file extension.

  6. Select the images to import (indicated by a No value in the Repository column) and click Next.

  7. Confirm the selected images and click Import.

  8. After the import completes, click Done.

  9. Wait for the firmware to import into the Web Jetadmin repository and click Done.

Set up automated firmware updates for WJA (optional)

To set up automated firmware updates from WJA, follow these steps:

To set up automated firmware updates, set a tag for either the qualified version or the latest version of firmware, and then assign a policy to a group of printers for which you want to automatically update firmware.

  1. Select Edit properties, type a Description such as FutureSmart FW version 3.

    Note:

    If you do not want to use the latest version of firmware and only want to use a known version that has been tested with the fleet, select the Qualify image check box and click OK.

  2. Click All Devices.

  3. Use Ctrl + Click to select a group of printers, right-click and select Add devices to new group.

  4. Type a group name and click Next.

  5. Right-click the group name and select Edit group policies.

  6. Click Add.

  7. Select the policy option Upgrade Printer firmware, select the trigger option Devices added to group, select the policy action Update to latest version or Update to qualified version, and then click Close.

  8. Click Next and click Save Policies.

About firmware downgrades

If you attempt to downgrade the firmware from a remote location to a version older than FutureSmart Version 4, the downgrade will fail and you will receive a 99.02.32 control panel error and a 33.05.09 event log.

This is due to a new security feature that requires someone to be present at the printer in order to perform a firmware downgrade and prevents HP SureStart printers from being downgraded remotely. For more information about this feature, go to Embedded Security features.

HP recommends using the latest firmware available but if a downgrade from HP FutureSmart 4 to HP FutureSmart 3 is absolutely necessary, then use the Preboot menu and avoid any errors.

Note:

If you downgrade the printer firmware, all solutions, stored jobs, and current settings will be lost. The machine will be reset back to factory settings.

Applicable printers

This firmware update information applies to the following printer models:

  • HP LaserJet Enterprise

  • HP LaserJet Managed

  • HP Officejet Enterprise

  • HP PageWide Enterprise

  • HP PageWide Managed

For an older small business HP LaserJet printer, use the WJA method or go to HP Laserjet - Update the firmware.

For an HP LaserJet Pro printer, use the WJA method or go to HP Laserjet Pro - Update the firmware.

Print a configuration page

To determine the current firmware version that is installed on the printer, print a configuration page using one of the methods below.

Note:

If the printer is in an error state, use Method three: USB flash drive —Preboot menu to update the firmware.

Method one: Printer control panel

Follow the steps below to print a configuration page from the printer control panel.

Note:

The steps vary according to the control panel.

Control panels

Firmware Version

Control panels

FutureSmart 3

FutureSmart 3 Control Panels

FutureSmart 4

FutureSmart 4 Control Panels
FutureSmart 3

Use the following steps to locate the firmware version and date (FutureSmart 3).

  1. From the Home screen on the printer control panel, scroll to and select the Administration button.

  2. Open the following menus:

    1. Reports

    2. Configuration/Status Pages

  3. Select the Configuration Page option.

  4. Select Print to print the configuration page.

  5. On the Configuration Page, look in the Device Information section for the Firmware Revision and Firmware Datecode similar to the following example:

    • Firmware Revision: 2131029_189663 (version installed)

    • Firmware Datecode: 20110811 (version date)

FutureSmart 4

Use the following steps to locate the firmware version and date (FutureSmart 4).

  1. From the Home screen on the printer control panel, scroll to and select Reports.

  2. Select Configuration/Status Pages.

  3. Select Configuration Page.

  4. Select Print to print the configuration page.

  5. On the Configuration Page, look in the Device Information section for the Firmware Revision and Firmware Datecode similar to the following example:

    • Firmware Revision: 2131029_189663 (version installed)

    • Firmware Datecode: 20110811 (version date)

Method two: Embedded Web Server (EWS)

Follow the steps below to print a configuration page from the Embedded Web Server (EWS).

  1. From the EWS home page, select the Information tab.

  2. Select Printable Reports and Pages from the left navigation pane.

    Note:

    If the Printable Reports and Pages menu is locked, login using administrator credentials.

  3. Select Configuration page and select Print.

  4. On the Configuration Page in the Device Information section, locate the Firmware Revision and Firmware Datecode similar to the following example:

    • Firmware Revision: 2131029_189663 (version installed)

    • Firmware Datecode: 20110811 (version date)

Reset printer settings

Use the Reset Factory Settings page, located in the General tab, to reset all of the printer settings back to the original defaults.

The Reset Firmware option erases all partitions, settings, installed solutions, job data, and logs on the disk drive. The firmware will not be erased. This allows the disk drive to be reformatted without having to download a firmware upgrade file to return the product to a bootable state.

Note:

The Reset Firmware option is not available for all printer models.

The administrator password must be set for the Reset Firmware option to display on supported models.


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