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HP Digital Sender 9100C - Troubleshooting the HP Digital Sender 9100C

Use the information below to solve common problems encountered while using the HP Digital Sender 9100C. As a general rule for all problems, check both the control panel and the activity log (in the Tools, View log menu of Address Book Manager software) for relevant messages.
note:
Also click here to search for 9100c products and find firmware upgrades which resolves many problems for most users.
Contact HP customer support if the solutions suggested do not resolve the problem.
Problem
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HP Digital Sender 9100C is not working.
Make sure that the power cable is securely connected to the HP Digital Sender 9100C and is plugged into the power outlet.
Make sure that the HP Digital Sender 9100C is turned on.
Make sure that the HP Digital Sender 9100C is unlocked. If you try to send a document when the HP Digital Sender 9100C is locked, it will emit a soft clicking sound.
See if the HP Digital Sender 9100C has overheated. The HP Digital Sender 9100C automatically turns off if environmental conditions cause it to overheat. If this happens, turn the power off, wait for it to cool down, and then turn it back on.
Check to see if the HP Digital Sender 9100C is connected to and communicating on the network. To do this, use a network command such as ping to query the HP Digital Sender 9100C IP address. You can also use the HP Jetadmin software to try to find the device on the network.
Run the hardware diagnostics extended self-tests on the HP Digital Sender 9100c:
  • Turn the Digital Sender off, then back on.
  • As the control panel dispalys the "blue curtains", press Shift+ALT+D and hold for five seconds.
  • Start the diagnostics by pressing the green Start button twice.
HP Digital Sender appears to hang with completing the job.
Manually remove any “status files” from the hpfscan directory. These files use a .000, .001, .002 etc. file extension or are time stamped. Also try removing any .HPS files.
If possible, upgrade the firmware of the digital sender (see the link at the beginning of this document).
HP Digital Sender is unable to contact remote machine.
Ensure that the network cable is plugged into the HP Digital Sender.
Ping the HP Digital Sender to verify that there is at least a basic connection. (Ping is a Network-layer level IP communication that verifies if an IP device is "alive" on the network by sending an echo-request packet once per second from a host to another device.)
Check the network hardware connections from the HP Digital Sender to the computer (routers, hubs, etc.) Reboot the computer that is running the Address Book Manager and reboot the HP Digital Sender.
Try sending to a different user and/or a different computer to verify if it is an issue with a specific user and/or computer
The HP Digital Sender 9100C is not working after you have installed a new HP Jetdirect print server (network interface card).
Try to display the self-test page. If you cannot display the page, there is a problem between the HP Digital Sender 9100C and the HP Jetdirect print server (network interface card). To display the self-test page:
Make sure that the HP Digital Sender 9100C is idle (the green light under the GO key is off).
At the control panel, press the following while at the main menu or during login: SHIFT+ALT+SINGLE-/DOUBLE-SIDED (duplex) key.
To leave the self-test page, press EXIT.
On the self-test page, make sure that the TCP/IP status parameter reads "Ready."
Ensure that you have installed the HP Jetdirect print server (network interface card) correctly.
Check that all cabling is securely connected.
Turn the HP Digital Sender 9100C off and then back on.
Run the hardware diagnostics extended self-tests on the HP Digital Sender 9100c:
  • Turn the Digital Sender off, then back on.
  • As the control panel dispalys the "blue curtains", press Shift+ALT+D and hold for five seconds.
  • Start the diagnostics by pressing the green Start button twice.
The control panel is not working.
Make sure that the power cable is plugged into the power outlet.
Make sure that the control panel cable is securely connected.
Check the control panel contrast. You can change the contrast, if needed, using SHIFT+ALT+SCROLL ARROW UP and SHIFT+ALT+SCROLL ARROW DOWN.
The HP Digital Sender 9100C does not accept your password.
Verify that you are using the correct password.
Passwords are case-sensitive. Make sure that you enter your password with the correct combination of uppercase and lowercase letters.
Private address books are not accessible at the control panel.
When sending an e-mail message, you must type your user name in the FROM field exactly as it appears in your user profile. You cannot type your e-mail address and access your private address books.
Your password must be typed exactly as it appears in your user profile. Passwords are case-sensitive, so make sure that you enter the correct combination of uppercase and lowercase letters.
Image quality is poor.
If the sent pages are blank, white, or have repeated patterns, make sure that a page is not already on the HP Digital Sender 9100C glass.
Make sure that the document that you are trying to send is placed faceup in the ADF or facedown on the scanning glass.
Make sure that the scanning glass is clean. If the glass is dirty, clean it with a dry, soft cloth.
Make sure that the delivery guide sheet (mylar window) is clean.
If the problem is with the image quality of jobs sent to a printer, check the settings at the printer.
If the problem is with the image quality of jobs sent to a printer, the printer might have been configured incorrectly in the ABM. Make sure that the entry in the Type field matches the printer model to which you are sending the jobs.
Problem
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The HP Digital Sender 9100C is sending items very slowly.
You might have selected a Quality setting that is making the document into a large file that is sending slowly (for example, Color-B/W Photo). To speed up the sending process, try choosing a different setting (for example, B/W Document).
The bottom of a page that you sent is cut off.
If sent from the flatbed, the document page might be too long. The maximum length that the flatbed can handle is 279 mm (11 inches). The ADF can handle pages up to 355.6 mm (14 inches) long.
If sent to a printer, the page might be too complex (require too much memory) for the printer to process. Consider using a lower image quality (dpi). If the problem is recurring, there is also the possibility of installing more memory in the printer.
When using the ADF, the HP Digital Sender 9100C is feeding multiple sheets, skewing pages, or jamming frequently.
Adjust the guides so that they are snug against the stack but not too tight.
The maximum number of pages that the ADF can hold is 50 or fewer, depending on the type of media that is being loaded.
The maximum number of pages that the output tray can hold is 50 or fewer. Make sure that more pages are not stacking up in the output tray.
Verify that the media being used is within required specifications outlined in the Administrator's Guide.
If users have been feeding unsupported items through the ADF (for example, carbon copy forms), the rollers might have accumulated a residue or might be damaged. Replace the rollers.
If you are sending a document that is too large, it might jam in the ADF. The largest document that you can place in the ADF is 215.9 by 355.6 mm (8.5 x 14 inches). Use the glass on the HP Digital Sender 9100C to send the document.
If you are sending a document that is too small, it might jam in the ADF. The smallest document that you can place in the ADF is 148.5 by 210 mm (5.9 x 8.3 inches). Use the glass on the HP Digital Sender 9100C to send the document.
A document sent to a computer did not arrive in the default inbox.
Make sure that the destination computer is turned on.
Make sure that the HP Digital Sender 9100C Link is running. If it is not, start it by clicking Start, pointing to Programs, selecting HP 9100C, and then clicking HP 9100C Link.
Make sure that the Enable Receive setting in the HP Digital Sender 9100C Link is enabled. To check this, click the Receive inbox tab in the control panel applet and verify that the Enable receive check box is selected.
Using the control panel applet of the HP Digital Sender 9100C Link, make sure that a path to the Receive inbox has been specified, that the path is correct, and that the HP Digital Sender 9100C Link has write access to that path.
Make sure that the network access rights are correct.
The job might have been lost because of a serious internal problem. All pending jobs are sometimes lost when this happens. Resend the document.
If the destination is a Windows NT computer (the computer on which the HP Digital Sender 9100C Service is installed):
Check that the HP Digital Sender 9100C Service is running and you have read/write access to the folder that is being used.
Check the Windows NT event log for possible error messages.
An e-mail transmission that you sent did not arrive at the destination e-mail address.
Press the ? key and then jobs (F1) for the status of e-mail that has been sent.
If you typed the e-mail address at the control panel, make sure that you typed it correctly.
The job might have been lost because of a serious internal problem. All pending jobs are sometimes lost when this happens. Resend the e-mail message.
Make sure that the e-mail server is running.
Check the "returned mail" message (if one was received) for the reason that the e-mail message was not delivered. If the message was too big to transmit, consider changing your configuration. For example, you can use the HP Jetadmin software (e-mail page Advanced option) to adjust the size of messages that are transmitted (thereby, splitting large messages into multiple smaller messages). Or, raise the maximum e-mail message size that your e-mail server accepts (see the documentation for that server).
Make sure that the HP Jetdirect print server is communicating with the network. To do this, verify that the TCP/IP status parameter on the self-test page reads "Ready" and then try to reach the HP Digital Sender 9100C using a network command such as ping.
Verify that HP Digital Sender 9100C e-mail configuration is correct by sending a test e-mail message to yourself. You can check parameters in the configuration menu at the control panel or on the e-mail page of the HP Jetadmin software.
Verify that the IP address of SMTP gateway is correct in the HP Digital Sender 9100C configuration menu by using ALT+SHIFT+GO.
Problem
Actions
E-mail confirmations of e-mail transmissions are not being received.
Your company e-mail server might not support DSN (Delivery Status Notification), or one of the links to the receiving e-mail address does not support DSN.
In the ABM, verify that the e-mail notification check box is selected and that the e-mail address is correct.
A document sent to a printer did not print.
Make sure that the printer is online and working properly.
Make sure that all cabling is securely connected.
The job might have been lost because of a serious internal problem. All pending jobs are sometimes lost when this happens. Resend the document.
Make sure that the HP Jetdirect print server is communicating with the network. To do this, verify that the TCP/IP status parameter on the self-test page reads "Ready" and then try to reach the HP Digital Sender 9100C using a network command such as ping.
Make sure that the printer address is correctly configured.
a. Can the printer be seen in HP Jetadmin?
b. Is it a PCL5 printer with a Jetdirect print server?
c. Is TCP/IP stack enabled?
d. Does the printer have a valid IP address assigned?
A fax transmission that you sent did not arrive at the destination fax machine.
The receiving fax machine might be turned off or experiencing an error condition (out of paper or toner). Check with the recipient.
The LAN fax server might be busy sending other faxes or waiting to redial other faxes. The server might also have reached its maximum limit of 128 pending fax transmissions. Wait and retry.
In the Tools, View log menu of Address Book Manager, check the activity log to see if the fax reached the LAN fax server. If a problem is reported in the log, try turning the HP Digital Sender 9100C off and then on again and then resending the fax.
For information about the transmission, check any fax notifications that might have been returned (for example, e-mail notifications in your e-mail inbox or printed fax transaction reports, if these notifications are possible with your LAN fax product).
The job might have been lost because of a serious internal problem. All pending jobs are sometimes lost when this happens. Resend the fax.
Check to see if the fax transmission is still pending.
Make sure that the LAN fax server is running.
Make sure that the HP Digital Sender 9100C Service is running on the server.
Check the fax work area for the following things: (1) a work area exists and the hard drive is not full, (2) the user has read/write access to the work area, and (3) the work area is local to the LAN fax server that is being used.
If you are using the Biscom FaxCom product, the configuration might not be complete. Verify that you have specified a MailboxID value on the Fax page in the HP Jetadmin software. In the Biscom FaxCom administrative software, verify that a user with a name that matches the MailboxID value exists.
You are not receiving e-mail confirmation of fax transmissions.
The name that you typed at the control panel does not match your user name, or your e-mail address is not correct in your user profile in the ABM. At the control panel, type your user name exactly as it appears in your user profile. Start the ABM. In the main window, see how your name is listed. Click the address book for your user name. On the File menu, click Properties. Check that your e-mail address is correctly entered.
Your company LAN fax program might not be configured correctly or might not support notification. Contact the system administrator.
The fax transmission might still be pending, or the HP Digital Sender 9100C has simply not received notification back from the LAN fax server. Check your activity log (in the Tools, View log menu of Address Book Manager) for status information or check on pending faxes.
Fax transaction reports are not printing at a network printer.
Make sure that the printer is turned on and online.
Make sure that all cabling is securely connected.
Your company LAN fax product might not support transaction reports. Verify that the LAN fax product supports notifications. Note that you can still see fax transmission information in the activity log (in the Tools, View log menu of Address Book Manager).
Make sure that fax transaction reports have been enabled on the Fax page of the HP Jetadmin software.
Make sure that a default printer for printing fax transaction reports has been configured in the ABM.
Make sure that the LAN fax server is running.
Make sure that the HP Digital Sender 9100C Service is running on the server.

Checking the address book database

At any time, you can check the database of address books to correct problems and inconsistencies in the information.
Perform the database check for the following reasons:
  • When the HP Digital Sender 9100C seems to be performing slowly for no apparent reason
  • When the HP Digital Sender 9100C was inadvertently turned off during a sensitive operation (such as during a backup or restoration)
  • When you detect inconsistencies between address books and distribution lists
  • When instructed to do so by troubleshooting steps or by HP customer support
Notes about the procedure:
  • The procedure causes the HP Digital Sender 9100C to shut down and then restart.
  • You can use either the control panel or the ABM to perform the check.
  • The procedure can take as long as 25 minutes based on the amount of information in address books.
    note:
    If the check fails, turn the HP Digital Sender 9100C off and back on, and then try again. If the problem persists, the address book database is beyond recovery. Try resetting or restoring address books. If neither of these actions resolves the problem, contact HP customer support.

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