hp laserjet boot error

HP LaserJet, Color LaserJet and LaserJet MFP Products - Boot Hang / Boot Progress Indicator (BPI) TroubleshootingOverview

IMPORTANT! - Troubleshooting All Supported LaserJets

Supported Products

Stage 1 - Description and General Troubleshooting






Product Specific Troubleshooting Table

Escalation Procedure

Overview

With new Firmware released ( see Supported Products table ), many HP LaserJets now feature a six-stage boot progress indicator on the control panel during boot-up.

The boot progress indicator divides the boot process into different stages and phases.

Use this document to troubleshoot boot hangs in the various stages and phases on the supported products only.

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IMPORTANT! - Troubleshooting All Supported LaserJets

The following General troubleshooting offers suggestions for hangs during the boot process of each stage. Please remember that there could always be more than one issue or solution to the below listed tables. When troubleshooting please keep an open mind and gather as much info as possible. While booting, each process that initiates/starts may continue to run in the

background. These background processes could possibly still interfere during the boot process and cause a false result when trying to troubleshoot.

When specific issues are discovered on specific devices they will be added to the Product Specific Trouble Shooting section. Look here first for your issue. If it is not found, continue with the general troubleshooting in the below sections.

If the below troubleshooting steps (general or product specific) do not resolve the issue, do not guess on parts! Instead elevate the case to Level 3 following your normal process. This is the only way Technical Marketing will have visibility to the issue and can improve this document with additional troubleshooting and parts recommendations.

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Supported Products

These products now support the six stage boot process indicator beginning with the Firmware version listed:

Multi Function

Product Firmware Version First Implemented

CM6030 MFP 52.050.6

CM6040 MFP 52.050.6

M9050 MFP 51.050.6

CM4730 MFP 50.080.6

CM3530 MFP 53.011.2

DS9250c 48.090.7

M3027 MFP 48.100.6

M5025 MFP 48.100.6

M4345 MFP 48.100.6

M3035 MFP 48.100.6

M5035 MFP 48.100.6

Single Function


P4015 04.060.1

CP6015 04.050.1

CP3505 03.060.1

P3005 02.080.1

CLJ4700 46.120.1

CP4005 46.120.1

CLJ5550 07.130.3

CP3525 06.040.1

Multi Function


P3015 07.040.3

CP4525 07.020.3

CP4025 07.020.3

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Description: Power-on - This is the first stage in which RAM is located and tested. It is marked with a 1/6 on the control panel (see image below).

Figure 1: Stage 1

Troubleshooting Stage 1 Boot Hangs

Stage PhasePossible Reasons for

the HangPossible Solutions

Capture following information for case

notes and Level 3 escalations

1 N/A 1. No/bad RAM or DIMM or CF/NAND.

2. Corrupted Boot Loader Image.

If LED's Blink:

1. Remove RAM/DIMM/CF and reseat.

2. Replace the formatter.

If LED's Don’t Blink:

1. Remove RAM/DIMM/CF and reseat.

2. Remove the formatter and try reseating it.

3. Replace the Compact Flash with new image if supported.


1. Did LEDS's blink?

2. Did Control Panel backlight turn ON ?

3. CP showed memory count in progress?

4. Is Formatter LED(Heart Beat) blinking?

5. Is Network Cable attached?

6. Is Network Card External?

7. Any USB devices attached?

8. Any External EIO Hard Disk attached?

9. Engine making




Capture following information for case

notes and Level 3 escalations

usual noises?

1 N/APrinter Internal Drivers and/or OS not loaded successfully.

If “RFU Inflate Error” is shown on Control Panel:

1. Clear All RFU Errors from BootLoader menu

2. Power Cycle.3. Perform an RFU via

USB cable.4. If Compact Flash is

supported (ex: LJ CM4730 MFP) replace CF with new Image.


1. Did LEDS's blink?

2. Did Control Panel back light turn ON ?

3. CP showed memory count in progress?

4. Is Formatter LED (Heart Beat) blinking?


6. Is Network Card External?



9. Engine making usual noises?

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Description: Operating system loads - In the second stage, different drivers are installed. At the end of the stage, the operating system is up and running (see image below).

Figure 2: Stage 2




Capture following information for case notes and/ or Level

3 escalation

2 N/A 1. Incompatible network traffic.

2. Issue with JDI/Formatter.

3. Issue with external JetDirect card.

If external JetDirect Card is installed:

1. Unplug network cable.

2. Power Cycle.3. If device comes to

Ready , upgrade FW and try again attached to the network. If device, again, does not boot, continue with Step #4.

4. Connect printers LAN cable to a laptop instead of the network. This isolates the JD card from network traffic.

5. If device comes to Ready , escalate the call so the network traffic can be analyzed. Do not replace the formatter board or JetDirect card.

6. If the device still does not come to Ready when connected to a laptop: power off, remove the JetDirect card, and power on.

7. If the device comes to Ready , replace the external JetDirect card.

8. If the device does not come to Ready , replace the formatter board.

If Internal JDI:







4. What is the BPI stage displayed on the Control Panel?





3 escalation


5. If device comes to Ready , escalate the call so the network traffic can be analyzed. Do not replace the formatter board.

6. If the device still does not come to Ready when connected to a laptop, disable JDI and power cycle.

7. If the device comes to Ready , replace the formatter board. Alternatively, a JetDirect card (620n or 635n) can be used instead of the Embedded JetDirect (JDI).


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Description: Firmware and JetDirect Check - This stage checks for a firmware and checks the status of the JetDirect Interface (JDI) (see image below).

Figure 3: Stage 3





3 escalation

3 N/A 1. Incompatible network traffic.

2. Issue with JDI/Formatter.

3. Issue with external JetDirect card.

If external JetDirect Card is installed:





5. If device comes to Ready , escalate the call so the network traffic can be analyzed. Do not replace the formatter board or JetDirect card.

6. If the device still does not come to ready when connected to a laptop: power off, remove the JetDirect card, and power on.

7. If the device comes to Ready , replace the external JetDirect card.


If Internal JDI:












3 escalation


5. If device comes to Ready , escalate the call so the network traffic can be analyzed. Do not replace the formatter board.

6. If the device still does not come to Ready when connected to a laptop, disable JDI and power cycle.

7. If the device comes to Ready , replace the formatter board. Alternatively, a JetDirect card (620n or 635n) can be used instead of the Embedded JetDirect (JDI).


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Description: File Systems Check - The OS file systems check utility (FSCK) verifies the different file systems as they load. The number of file systems loaded varies depending on system configuration. At the introduction of the boot progress indicator feature, three file systems – represented by the letters A, B, and C on the control panel – loaded as part of this stage (see image below). When each phase completes, its specific letter highlights or is displayed to indicate the corresponding actions are complete.

Stage 4 Phases:

A: Hard Disk B: Nand Flash and USB0, USB1, USB2, and USB3 Initialized C: RAM0, Firmware Disk Initialized

Figure 4: Stage 4


Stage PhasePossible Reasons for the

HangPossible Solutions

Capture following information for case notes and/ or Level 3

escalation

4ABC

1. Issue with Hard Disk.

NOTE: File system check may take 10-30 minutes.

2. Issue with NAND Flash, USB0, USB1,USB2, USB3, RAM0.

3. Issue with RAM0,Firmware Disk.

If the hang remains for more than 30 minutes:

1. Remove all USB devices and Power Cycle.

2. Remove Internal Hard Disk and Power Cycle.

3. Remove External Hard Disk and Power Cycle.

4. Initialize Hard Disk and Power Cycle.

5. Remove Network Cable and Power Cycle.





5. What Phase is displayed on the Control Panel?

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Description: Process and Component Initialization and Startup - During stage 5, different processes in the firmware load. Each firmware process is represented by a different letter on the control panel (see image below). When each phase completes (there are six of them), its specific letter highlights or is displayed to indicate the corresponding actions are complete.

Stage 5 Phases:

A: Copy Processor Board - CPB Initialization Completed B: JDI Completed C: Service Manager Started D: LJ.exe Started E: ChaiVm Started F: Copy Send Application - CSA Initialized

Figure 5: Stage 5


Stage PhasePossible Reasons

for the HangPossible Solutions

Capture following information for case notes and/ or Level 3 escalation

5

ABCDEF

1. CPB issues (MFP only).

2. Issue with ChaiVM.

3. File System issues.

If JetDirect Card is installed:

1. Remove JetDirect Card.

2. Power Cycle.

If Internal JDI:




4. Remove External Hard Disk and Power Cycle.

5. Attempt a Hard Disk Initialize.

6. Attempt a NVRAM Initialize.

7. Attempt a Skipping Disk Load .






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Description: Process and Component Initialization and Startup – During the sixth stage, different components continue to initialize, each component represented by a different letter on the control panel (see image below). When each phase completes (there are six of them), its specific letter highlights or is displayed to indicate the corresponding actions are complete.

Stage 6 Phases:

A: Error Manager Initialization Completed B: State Machine Completed C: Device Attributes Manager - DAM Initialization Completed D: System Variables Manager - SVM Initialization Completed E: File System - FS Initialization Completed F: DSSP Initialization Completed

Figure 6: Stage 6





6 ABCDEF

1. CPB Issues (MFP only).

2. Issue with ChaiVM.

3. File System Issues.

If JetDirect Card is installed:

1. Remove JetDirect Card.

2. Power Cycle.

If Internal JDI:




4. Remove










External Hard Disk and Power Cycle.

5. Attempt a Hard Disk Initialize.

6. Attempt a NVRAM Initialize.

7. Attempt a Skipping Disk Load .

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Product Specific Troubleshooting Table

The following troubleshooting steps offer suggestions for hangs during the boot process of each stage for some specific products. Please remember that there could always be more than one issue or solution to the below listed tables. When troubleshooting please keep an open mind and gather as much info as possible. While booting each process that initiates/starts may continue to run in the background. These background processes could possibly still interfere during the boot process and cause a false result when trying to troubleshoot.

NOTE: Products will appear in the table below as issues arise.

For ALL other issues please us the troubleshooting at the beginning of the document FOR ALL LASERJETS.

HP Color LaserJet CP3525

Stage Phase Troubleshooting Steps

A

B

C

D

E

6 F Several cases reported where a Full NVRam Init has resolved this hang.



HP Color LaserJet CM3530 MFP


1 n/a More troubleshooting information will be added later.

2 n/a

The control panel hangs, but EWS indicates that the product is ready and jobs will print.NOTE: The display progresses through Stage 2, and then hangs with just the HP logo displayed.Replace the control-panel assembly.

3 n/a More troubleshooting information will be added later.

4

A

B

C

5

A

B Reseat the formatter.

C

Scanner communications error

Check the cables: At the top of the ICB, reseat the USB and PCI-e cables. Also reseat PCI-e at the SCB (see Additional Troubleshooting below).

Reseat the formatter. Replace the SCB.

D

E

F

6

A

B

Hard disk drive (HDD) communications (error?)

Try a DISKINIT. Reseat the HDD cable connections at the HDD and at the formatter. Replace the HDD.

NOTE: Early versions of FW will not boot without an HDD. This was fixed with FW version 53.011.2.

B Restoring… NOTE: This is a normal indication of the Save /Restore feature executing after a formatter replacement. The MFP will then reboot to Ready .

C

D

ETry disconnecting the network connection and see if the MFP boots to Ready . Network issues have caused hangs at 6E.

F



HP Color LaserJet CM6040/CM6030 MFP


1 n/a

2 n/a

3 n/a

4

A

B

C

5

A

B Reseat the formatter.

C

D

E

F

6

A

B

NVRAM - Read/Write issues may cause a delay or hang. Upgrade to 201005XXXXXX.

Printer is trying to Read and Write NVRAM values during other initialization.

Priority interrupts may cause a crash.

C We have seen CPE 10.2 (52.081.2) to help with hangs in this area.

D

ETry disconnecting the network connection and see if the MFP boots to Ready . Network issues have caused hangs at 6E. Upgrade to CPE 10.2 - 52.081.2

F



HP Color LaserJet M5025/M5035 MFP


5 A

BCase has been seen where customers hard disk was causing hang. Remove internal hard disk and power cycle printer. If printer comes to Ready, replace the hard disk.

HP Color LaserJet M5025/M5035 MFP


C

D

E

F

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Escalation Procedure

If the provided troubleshooting steps (general or product specific) do not resolve the issue, do not guess on parts! Instead elevate the case to Level 3 following your normal process. This is the only way Technical Marketing will have visibility to the issue and can improve this document with additional troubleshooting and parts recommendations.

top

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