ATS-PSMPartners Technical Infoshare - February 2024

ATS-PSM/Partners
Technical infoshare
© Copyright 2015 CV Development Company, L.P. Information in this document is subject to change without notice HP and partner internal use
12-Fev.-24 Page | 1
12-Fev.-24
Page | 2
Firmware updates
• FutureSmart 4
▪ FutureSmart 4.12.0.1 on HP.com
No further fixes or enhancements will be planned for firmware platforms HP FutureSmart 3 and HP FutureSmart 4.
• FutureSmart 5
▪ FutureSmart 5.6 Fleet firmware release currently on hp.com
o FutureSmart 5.6 firmware has been removed from hp.com for "Jolt" devices (HP laserjet Enterprise M400 series, E4xxxx, E877,
E786 .., Laserjet Enterprise 5800,6800..),
o FutureSmart 5.6.0.1 was released for the above-mentioned printers.
Fixes:
➢ A certificate error will occur when using the Oxpd solution with an older certificate.
o FutureSmart 5.6.0.2 Hotfix is available on HP.com
Fixes:
➢ The control panel user interface may slow down as more quicksets are added.
➢ The Job Accounting Data in Device User Statistics log may be incorrect when sending stored jobs with an unmatched User
Access Code in UPD or SUPD print driver
o FutureSmart 5.6.0.3 Hotfix is available on HP.com for the HP Color LaserJet Enterprise MFP 6800 & X677
o FutureSmart 5.7 is on hp.com for all products.
HP FutureSmart - Firmware Support Plan:
https://wise.hp.com/wise/DocumentDetail/ams-en?docId=ish_8664356-8664401-16
12-Fev.-24 Page | 3
Old Firmware version available on this link:
https://developers.hp.com/jetadvantage-firmware-archive
ENHANCEMENT and Fixes are available on the Readme file on HP.com
12-Fev.-24
Page | 4
Current Issues:
o HP LaserJet Enterprise, HP LaserJet Managed - 'System Main has Failed' error
Learn how to clear a 'System Main has Failed!' error message.
NOTE: The 'System Main has Failed!' message is a low-level firmware error similar to a 49 error with different troubleshooting steps. This error message will
only be seen with printers listed in the Applicable printers section.
System Main has Failed' error

A 'System Main has Failed' error displays on the control panel of a new HP LaserJet Enterprise or HP LaserJet Managed printer .
Solution: Follow these steps to clear the error or troubleshoot further as needed:
1. Select Restart on the printer control panel.
o If the printer does not restart, use the power button on the front of the device to turn the printer off, and then on, and th en continue to the
next step.
o If the device returns to a ready state, the issue is solved.
2. If the printer reboots to the error again, or if the error returns later, perform a Partial Clean and then reconfigure the de vice.
3. If the error returns after performing a Partial Clean, check the firmware Readme file provided in the firmware downloads on H P.com, and then
upgrade the firmware if a possible solution is provided in the latest firmware release.
12-Fev.-24 Page | 5
4. If the issue persists after upgrading the firmware, gather the Diagnostic log from the Preboot menu and then elevate the case to HP Support.
This issue applies to the following HP LaserJet Enterprise or HP LaserLet Managed printers:
Applicable printers
https://wise.hp.com/wise/DocumentDetail/emea-en?docId=ish_3268759-3268231-
16&contentType=Support%20Document&selectedLangCode=en&contextKey=-304716694
12-Fev.-24
Page | 6
o HP Color LaserJet Managed MFP E57540 – Unable to install print solutions because printer cannot connect to Web Services (HPConnected.com)
Learn about an issue involving “Web Services Setup Error: Could not communicate with HPConnected.com ”
Issue: Recently manufactured E57540 printers cannot connect to HP Web Services. This causes problems installing any print solutions that require connectivity to “HP
Connected” cloud.
Attempts to enable the web services result in an error, as shown in the following screenshot.
Cause: The issue is caused by the LaserJet E57540 devices manufactured with the formatter marked with manufacturing part number B5L46 -60008 installed.
The B5L46-60008 marked formatter is a Trusted Platform Module (TPM) enabled formatter from the factory. However, the E57540 devices use a formatter with the
TPM as an accessory.
Due to the installation of the B5L46-60008 marked formatter on the LaserJet E57540 devices without the TPM, during the time of enabling the Web Services, the
firmware looks for the TPM Certificate. Since the TPM is not installed, the Firmware fails to find the TPM certificate, which results in the failure to enable Web Services
Applicable printer
This issue applies to the HP Color LaserJet Managed MFP E57540 printer series .
Resolve a "Web Services Setup Error: Could not communicate with HPconnected.com" error
Use the following steps to resolve the issue.
12-Fev.-24 Page | 7
1. Replace the Formatter of the printer with a new formatter with the part number B5L46 -67909. To replace the formatter, refer to the E57540 Service Manual:
Order a new formatter with part: number B5L46-67909
For instructions : Removal and replacement: Formatter
https://wise.hp.com/wise/DocumentDetail/emea-en?docId=ish_8860201-8860247-16&contentType=Support%20Document&selectedLangCode=en
o HP Color LaserJet Managed E78223, E78228, E78323, E78325, E78330 – Print Quality – White/Grey Spots (Issue Solution)
Learn about the workaround for a white or grey spots print-quality issue.
Security Level: Channel Partner and HP Internal Use
Issue: Print Quality with white or grey spots when printing or copying.
Example 1: front-rear image density difference
12-Fev.-24
Page | 8
Example 2: Low image density (color difference due to low density)
Cause: Frequent high humidity changes and low printing volume can affect toner inside the developing units. This causes a low -image density print-quality issue
Workaround and solution: Use this workaround for a temporary solution for this print-quality issue.
NOTE: Before applying the proof-of-concept (POC) solution, make sure that the imaging components long-life consumables (LLCs) (drums, developer,
ITB, fuser, cartridge, etc.) have not exceeded expected-life yields and are in good working condition.
POC firmware (FW) is available for printers experiencing the conditions in the above-mentioned cause to help improve this print-quality issue.
To receive the POC FW elevate the issue using the standard support process for regional ATS teams.
• AgateEPA_20230306_2505192_030550_V6.A1.20.44.68493.1.id.signed.bdl’ for E782 series

• JadeEPA_20230213_2505192_030554_V6.A1.20.44.68493.2.signed.bdl’ for E783 series
Recommendation:
For best results, print one set of RGB samples or CMYK samples to refresh the toner density value after installing that POC F W followed by
the mandatory step to perform Setting Standard Tone (see below).
12-Fev.-24 Page | 9
• Print one set of RGB samples or CMYK samples:
Support Tools > Trouble shooting > Report > Other pages > RGB Samples or CMYK Samples
• Perform a set standard tone procedure:
Support Tools > Service > Service tools > Diagnostics > Image Management > Setting Standard Tone
Affected printers
• HP Color LaserJet Managed MFP E78223, E78228
• HP Color LaserJet Managed MFP E78323, E78325, E78330
o HP LaserJet Managed MFP E877, E826, E786, E785, E731, E730 - Incorrect finisher information appears in printer information pages, and other
monitoring utilities (Issue Solution)
Issue
For the E877, E826, E786, E785, E731, and E730 series printers, there are three output devices (finishers) available.
When an inner finisher (6GW49A) or stapler-stacker finisher (6GW55A) is installed, the model code for a previous generation device appears in printer
configuration pages and other monitoring utilities such as the EWS instead of the installed device's model code.
12-Fev.-24
Page | 10
The figure below shows an example of an incorrect model code appearing on a configuration report. In this example, a stapler -stacker finisher is installed
on an E876 series printer. A previous generation device model code Y1G18A appears instead of the inst alled device model code 6GW55A.
Affected printers
• HP Color LaserJet Managed MFP E87740, E87750, E87760, E87770
• HP LaserJet Managed MFP E82650, E82660, E82670
• HP LaserJet Managed MFP E73025, E73030
Solution
Follow these steps to resolve the issue.
This error has been resolved in FutureSmart 5.6 firmware release. To resolve the issue, update the firmware to version 5.6 or later.
12-Fev.-24 Page | 11
1. From the control panel Home screen, open the following menus.
o Support tools
o Maintenance
o USB Firmware Upgrade
2. Insert the USB flash drive that contains a firmware upgrade bundle into the USB port, and then follow the on -screen instructions.
o HP Color LaserJet Managed MFP E877z, HP LaserJet Managed MFP E826z, HP Color LaserJet Managed MFP E786z, HP LaserJet Managed MFP
E731z – A message “Initializing accelerator card” displays on the control panel (Issue Solution)
Issue
A message Initializing accelerator card appears on the control panel display (upper left-hand corner) and the printer does not work correctly.
12-Fev.-24
Page | 12
Solution
HP recommends the following solution.
• Temporary: Uncheck the Accelerator Eco Mode option.

(Settings > General > Energy Settings > Accelerator Eco Mode)
• Permanent: Upgrade the firmware to FutreSmart 5.7 or higher
Cause
When the accelerator card (6HN30A) and the Workpath app were installed on the printer and activated together, the device used more memory than
expected.
Affected printers
• HP Color LaserJet Managed MFP E87740z, E87750z, E87760z, E87770z (Flow)
• HP Color LaserJet Managed MFP E78625z, E78630z, E78635z (Flow)
• HP LaserJet Managed MFP E82650z, E82660z, E82670z (Flow)
• HP LaserJet Managed MFP E73130z, E73135z, E73140z (Flow)
12-Fev.-24 Page | 13
o How to capture Network trace though the EWS of the printer Using the HP Enterprise LaserJet Network Packet Capture (PCAP) feature:
Starting with FutureSmart firmware version 5.7, HP is including a feature that allows incoming and outgoing network traffic to be recorded and stored in the Diagnostic
(JDP) Logs. This feature can assist HP Support and Development Engineers to troubleshoot and fix issues that customers may experience due to their unique network
configuration
1. Using a Web Browser, surf to the following URL: HTTP://xx.xx.xx.xx/pcap.htm

2. Sign into the EWS using the Admin account
3. Select the desired network interface (Ethernet (wired) is the default)
4. Turn off the Ring Buffer
5. Turn off the Capture filter
6. Click the "Start" button
7. Reproduce the issue
8. Click the "Stop" button
9. Export the JDP logs and send them to us. Everything we need will be in the JDP logs (even the PCAP)
Better to open the EWS twice one with the HTTP://xx.xx.xx.xx/pcap.htm and another normal HTTP://xx.xx.xx.xx so you can run the test in the second page.
12-Fev.-24
Page | 14
o HP Color LaserJet Pro 4201, 4202,4203, MFP 4301, 4302, 4303 – F0.01.09.01 error after replacing toner cartridge on printer with firmware
6.17.0.1700
Issue:
After a toner cartridge is replaced, F0.01.09.01 error appears on the control panel. The printer hangs and the error cannot be hidden or removed.
This issue happens only on printers with firmware version 6.17.0.1700
Cause :
HP is investigating the issue and is committed to providing a solution as soon as possible.
In the meantime, please use the workarounds suggested below.
Affected printers:
HP Color LaserJet Pro 4201, 4202,4203 and MFP 4301, 4302, 4303 Series
The issue is Only with firmware 6.17.0.1700 and the printer series listed.
12-Fev.-24 Page | 15
Workarounds
Use one of the following work arounds to help resolve the error.
▪ Method 1:
1. Access the printer’s embedded web server (EWS) to restore all factory defaults.
Please refer to this support document for details on how to access the EWS: https://support.hp.com/sg-en/document/ish_6289927-6289867-16
2. From the Embedded Web Server (EWS) page: Go to: General > Restore Default Setting > Restore.
CAUTION: Restoring the factory-set defaults returns ALL settings back to the factory defaults, and it also deletes any pages that are stored in the memory.
12-Fev.-24
Page | 16
▪ Method 2:
1. Remove a toner cartridge from the printer.

2. Hide the “Cartridges Missing” error message.
1. Use the control panel to restore all factory defaults.

Open the following menus: Menu > Tools > Maintenance > Restore Settings.
For detailed instructions, go to:
1: https://support.hp.com/sg-en/document/ish_6393990-6393975-16
2: https://support.hp.com/sg-en/document/ish_7578376-7578425-16
CAUTION: Restoring the factory-set defaults returns ALL settings back to the factory defaults, and it also deletes any pages that are stored in the memory.
If the F0.01.09.01 error is not resolved even after performing a factory reset, please contact HP Customer Support ( http://www.hp.com/go/contactHP) for further
guidance.
12-Fev.-24 Page | 17
o Scan to folder using hostname fails:
Issue: The scan to folder with the hostname fails on the Gemstone2.0 (E877, E786...) and HP MFP Entreprise 400 series (E4XXXX, M480, M430) while the
scan to folder using IP address works correctly.
Solution: Install the firmware version 5.7 and enable the WINS Registration
12-Fev.-24
Page | 18
o HP LaserJet M406dn, M407dn, M455dn, E40040dn, E45028dn - 81.09.00 During Setup:
Issue:
Some HP LaserJet Enterprise M406dn, M407dn, M455dn and HP LaserJet Managed E40040dn and HP LaserJet Managed E45028dn products might display an
error code of 81.09.00 during initial product set up.
This error will prevent the printer from finishing the setup.
Affected printers:
HP LaserJet Enterprise M406dn
HP LaserJet Managed E40040dn
HP LaserJet Managed E45028dn
Solution:
About this task
DO NOT replace any parts.
The solution is to perform a partial clean and then restart the printer.
12-Fev.-24 Page | 19
Procedure
1. Turn the printer off, and then on.
2. Press the Cancel (X) button when you see 1/8 under the HP logo
3. Use the arrow buttons to highlight +3: Administrator and then press the OK button.
4. Use the arrow buttons to highlight 3: Partial Clean and then press the OK button.
5. Press OK when Accept is on the screen to start the Partial Clean.
6. Press the Back arrow button.
7. Use the arrow buttons to highlight 1: Continue to restart the printer.
https://wise.hp.com/wise/DocumentDetail/emea-en?docId=ish_9673424-9673484-16&contentType=Support%20Document&selectedLangCode=en&contextKey=-
304716694
Emerging issue
o HP Color LaserJet MFP 5800, 6800, 6801, X57945, X58045, X677, X67755, X67765 – 50.CF.00 after a cold restart, interim solution:
Issue:
An issue with the start up sequence causes the print engine not to be able to communicate with the fuser properly when bootin g from a completely non-
powered state.
The issue results in a 50.CF.00 error; a restart while the engine is connected to a power source will clear the issue and the error will not reoccur while the
engine is connected to power. For situations where the engine has to be set up and then sent to a n end user, there is a workaround so this error will not
be seen, that workaround is discussed in this document.
Solutions:
Use the following information when working on this issue
NOTE: A FW solution is in development, targeting the FS 5.8 release.
About this Task
12-Fev.-24
Page | 20
Use the following workaround in the interim.
Procedure:
Downgrade the FW version to the last known stable version in the following list.
• 5800, X57945, X58045 – FW 5.6.0.2

• 6800, 6801, X677, X67755, X67765 – FW 5.6.0.3
The FW versions can be downloaded from the following site.
Sign in using the provided login information.
Site Access: https://ftp.usa.hp.com/hprc/
• Account Name: hp56_02

• Account Password: 8zd$DS7m (NOTE: CASE-sensitive)
304716694
12-Fev.-24 Page | 21
o HP Smart app installs automatically, printer name changes (Windows)
Issues related to printer configurations are being observed on Windows devices with access to the Microsoft Store.
Symptoms can include the following:
• Windows 10 or Windows 11 installs the HP Smart App automatically, even when an HP printer is not connected.
• A printer is renamed to an HP printer regardless of manufacturer. Most printers are being named as an HP LaserJet M101-M106. The printer icons
might also change.
• Double-clicking a printer icon under Control Panel Devices and Printers displays the error No tasks are available for this page or a print queue or
spooler window displays.
• Windows notifications about your HP printer might not contain the same detail as provided in HP Smart.
Microsoft is investigating the root cause and working on a solution. Microsoft has determined that these issues are not caused by an update from HP.
If a non-HP printer stops working, contact Microsoft at https://support.microsoft.com/contactus, and select Windows.
For HP printers, you can still use HP Smart for full printer functionality.
Parent topic: Container for standalone objects

Update:
MS patch already uploaded on MS website
KB5034510: Microsoft Printer Metadata Troubleshooter Tool - December 2023
https://support.microsoft.com/en-us/topic/kb5034510-microsoft-printer-metadata-troubleshooter-tool-december-2023-b3197f24-fd25-430d-96d2-70f2044ce6a1
12-Fev.-24
Page | 22
o Mac printing -Error Receiving Data message when printing
• Solution: Disabling SNMP v1/v2 or enabling SNMP v1/v2 read/write provides successful printing.
• Elevate any reported issue to ATS via CDAX case.
o E877 Series 70 ppm speed devices -When performing booklet, monochrome copy jobs, pages can be output in incorrect order and some pages
are duplicated:
• Solution: Install the Firmware version 5.6.0.2
o E877 Blank pages are not deleted when “creating multiple files” is enabled during the scan to email or scan to folder.
• Solution: Install the Firmware version 5.6.0.2
o HP LaserJet Managed Flow MFP E786z: freezes during the scan to email when OCR option is enabled:
• Solution: Fix will be available with FS 5.7 release planned for October/November 2023
o E877 Series -Performing booklet printing with sUPD, The output will be in an incorrect order
• Solution: install the last sUPD Driver version (3.06.2.2503) from HP.com
o HP LaserJet Managed MFP E877, E826, E786, E785, E731, E730 - Scanning from the ADF causes a visible trailing-edge line (Issue Solution)
Issue
When a document is scanned using the document feeder (ADF), a trailing-edge line appears on the page.
The edge line of the paper at the end of the scanning surface might be scanned together.
12-Fev.-24 Page | 23
Cause
During ADF scanning, lines might be intermittently scanned on the trailing edge. This is a normal result of creating an as ac curate as possible
reproduction of the original document.
The Erase Edge control panel menu item can eliminate this line from the output printed page.
Solution
Use the Erase Edge menu item to set the size of the edge line to be erased.
This function allows the line to be removed by deleting the visible trailing -edge line
1. Open the menu: Scan or Copy
2. Do the following:
• Select the Erase Edge item (callout 1).
• Optional step: Select the Apply same width to all edges (callout 2) item to apply the same Erase Edge value to all four sides of the paper.
• Set the following values (callout 3) so that the edge line is removed:
o Top Edge
o Bottom Edge
o Left Edge
o Right Edge
12-Fev.-24
Page | 24
NOTE:
Erase Edge values are settable for both the front-side and back-side of the page.
Affected printers:
This issue affects the following printers:
• HP Color LaserJet Managed MFP E87740, E87750, E87760, E87770

• HP LaserJet Managed MFP E73025, E73030
12-Fev.-24 Page | 25
o HP LaserJet MFP M437, M438, M439, M440, M442, M42523, M42525, M42623, M42625 – Unable to access the control panel Network menu
With firmware version V3.82.01.11, users are unable to access the control panel Network menu without Admin rights.
Issue:
To confirm this issue, verify that access to the Network menu from the control panel UI is restricted for all users.
This issue happens with V3.82.01.11 version only. So, users can resolve this issue when the firmware is upgraded or downgraded.
Solution:
Use the steps below to mitigate the issue.
Upgrade the firmware with higher version than V3.82.01.11 if the firmware version on HP.com is higher than V3.82.01.11.
1. Download the firmware.

2. Upgrade the printer's firmware
Workaround:
12-Fev.-24
Page | 26
Use the steps below as a workaround for this issue.
Downgrade the firmware from V3.82.01.11 to V3.82.01.07 if the firmware version on HP.com is V3.82.01.07.
A QuartzFWDownloader.exe file will be provided to downgrade the printer firmware to V3.82.01.07. Follow the procedure below t o downgrade the
printer.
1. Copy the QuartzFWDownloader.exe file to a PC. The file can be downloaded
from: https://ftp.hp.com/pub/softlib/software13/printers/LaserJet/M437_M443/QuartzFWDownloader.zip .
2. Connect the PC to the printer using USB cable.
3. Double click on the QuartzFWDownloader.exe file. The printer will be downgraded to the last EC FW release version.
Affected printers
This issue affects the following printers:
• HP LaserJet MFP M437n (7ZB19A) HP LaserJet MFP M440nda (8AF48A)

• HP LaserJet MFP M437dn (7ZB20A) HP LaserJet MFP M42623n (8AF49A)
• HP LaserJet MFP M437nda (7ZB21A) HP LaserJet MFP M42623dn (8AF50A)
• HP LaserJet MFP M439n (7ZB22A) HP LaserJet MFP M42625n (8AF51A)
• HP LaserJet MFP M439dn (7ZB23A) HP LaserJet MFP M42625dn (8AF52A)
• HP LaserJet MFP M439nda (7ZB24A) HP LaserJet MFP M442dn (8AF71A)
• HP LaserJet MFP M42523n (7ZB25A) HP LaserJet MFP M443nda (8AF72A)
• HP LaserJet MFP M42523dn (7ZB26A)
• HP LaserJet MFP M42525n (7ZB27A)
• HP LaserJet MFP M42525dn (7ZB28A)
• HP LaserJet MFP M438n (8AF43A)
• HP LaserJet MFP M438dn (8AF44A)
• HP LaserJet MFP M438nda (8AF45A)
• HP LaserJet MFP M440n (8AF46A)
o HP Laserjet Pro MFP M478-9/ M428-9/ M328-9: Scan to Computer stops working only when scanning via the ADF.
12-Fev.-24 Page | 27
Copy, scan to email/ to folder, Scan to USB via the ADF works fine.
The device behaves like it scanned the docs via the feeder but there is nothing stored on the PC
1. Workaround: Install the HP Universal Scan - Full Feature Software and Driver
https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-color-laserjet-pro-mfp-m478-m479-series/19202514/swItemId/cs-308742-1
o HP Color LaserJet Pro MFP 4301dw, 4302dw, 4303dw - Scan to USB fails when scanning two sided documents from the ADF
When attempting to cancel a two-sided scan job from the automatic document feeder (ADF) using the Scan to USB feature, the Job status displays "Scan
to USB Cancelling" on the printer control panel. After this message displays, the printer cannot perform scan, copy, or fax jobs.
1. Cause: The automatic duplex ADF feature is not implemented in the HP Color LaserJet Pro MFP 4301dw, 4302dw, and 4303dw models. As the
automatic duplex ADF feature is not supported, the option to select "2" sides when scanning using the ADF should be disabled.
NOTE: Duplex scanning is supported manually from the flatbed scanner.
Applicable printers:
12-Fev.-24
Page | 28
This issue applies to the following HP Color LaserJet Pro MFP models:
• HP Color LaserJet Pro MFP 4301dw

2. Solution:
a. Reboot the printer to clear the Scan to USB Cancelling Job status message.
Use the power button to turn on the printer and to turn off the printer.
b. Place the first page face-down on the scanner glass (flatbed scanner) with the upper-left corner of the page in the upper-left corner of the glass,
and then close the scanner lid.
c. Insert the USB flash drive into the USB port on top of the printer.
d. From the Home screen on the printer control panel, touch the Scan icon , and then touch Scan to USB.
e. Select the desired scan settings.
f. Touch Send to scan the document and save it to the USB drive.
g. Wait for the printer to prompt to load the next document for scanning.
h. Remove the first page, and then place the next page or turn the two-sided document to scan the second side on the scanner glass, and then close
the scanner lid.
i. Touch the OK button.
j. Repeat this process until all pages are scanned.
12-Fev.-24 Page | 29
o Important information to know about the HP Color laserjet pro 4000 Series: between HP Plus and HP Standard Units:
1. HP Plus Units require customer to keep their units connected to the cloud and to always have the latest firmware.
2. Because of this there are no options to disable Automatic Firmware Updates .
3. HP Plus units can be upgraded at any time with any supported upgrade method.
4. HP Plus and Standard units cannot be downgraded.
o The HP laserjet Pro 4200 and HP laserjet Pro MPF 4300 have a new Embedded Web Server UI:
12-Fev.-24
Page | 30
o HP PageWide Pro 300, 400, 500 Printers - FW Version 001.2337B (VR1.14) causing potential device hang issue (Service Advisory)
The front panel of the printer becomes unresponsive after upgrading the firmware to Version 001.2337B (VR1.14).
Security level: For HP and Channel Partner Internal Use
Issue status: Open
Recommended action: Fix on Specified Failure
Description
The front panel of the printer becomes unresponsive after the firmware is upgraded to Pro VR1.14 (001.2337B). The printer rem ains in this state until it is
isolated from the network (wired or wireless).
Scope
This Service Advisory is applicable for in warranty and out of warranty printers becoming unresponsive after the firmware is upgraded to VR1.14, and it
will cover labor only claim (onsite no material used) when the customer has been unable to fix the issue with remote assistance. This Service Advisory will
not cover material costs.
Refer the following table for affected region, product number, and model name:
12-Fev.-24 Page | 31
Order Type Code (OTC) 02G - Service Notes and Advisories
Action start date 28-Sep-2023
Action expiry date 31-Oct-2023
Resolution
Assist the customer to remotely perform the following support or service actions:
• For wired-connected printers, disconnect the network cable and flash the firmware using a thumb drive when the front panel becomes responsive.
• For Wi-Fi-connected printers, since the Wi-Fi connectivity cannot be disabled from the front panel, use the pre-boot menu to flash the firmware.
• For customers who are unable to flash the firmware, send a Customer Engineer onsite.
12-Fev.-24
Page | 32
Service actions
Perform the following service actions.
1. Check that the printer has been upgraded to Firmware Version VR1.14 (001.2337B).
2. Verify that the model name belongs to HP PageWide Pro 300, 400, or 500 series printers.
3. Assist the customer to solve the issue remotely. If the customer is unable to fix the issue, proceed for an onsite customer visit.
4. Log the case under 02G OTC.
o High Priority Issues - Future Smart Firmware:
1. Hang in "Checking Hardware" after FW upgrade. Gems2.0 : when a printer is upgraded to FS 5.6.0.2 FW and boots after first time it will
hang in “Checking Hardware” , it is an intermittent Issue.
Solution: a fix was included in the firmware version 5.7 available on HP.com
2. Usage Page Print Count Resets after an HDD replacement Gems2.0: Page Counts Loss.
o HP Enterprise, HP Managed printers – Data variables reset on the hard drive or storage device (Emerging issue)
Issue:
Data variables might reset after any of the following actions are performed on the printer hard drive or a mass storage device:
• An administrator or service provider initiates a Partial Clean, Format Disk, or Erase and Unlock procedure; and/or
• An administrator or service provider replaces the hard drive or mass storage device for any reason; or
• A firmware upgrade does not fully execute, requiring corrective action resulting in a Partial Clean or an Erase and Unlock pr ocedure, and/or the
device hard drive/mass storage device being formatted.
12-Fev.-24 Page | 33
While data value resets are normal when any of the above hard drive erasure or replacement procedures are initiated, the data variable reset issue
only occurs when the printer’s Island of Data (IOD) is corrupted.
Data variables start working as expected after reset.
Applicable printers:
This issue applies to select newer HP Enterprise and HP Managed printers (A3 and A4 series).
Solution:
Follow the steps below in the order presented.
IMPORTANT: This fix that will prevent a non-corrupted IOD from becoming corrupt, however, it cannot detect or resolve an IOD that has already
become corrupt prior to updating the firmware.
IMPORTANT: Upgrading to HP FutureSmart 5.6.0.2 might cause newer HP A3 Managed printers to hang during the upgrade process. The fix for this
upgrade hang will be available in HP FutureSmart 5.7 and newer.
IMPORTANT: If an upgrade to HP FutureSmart 5.6.0.2 is necessary, it is highly recommended to use the procedure documented below to help reduce
or eliminate the chance of data variable loss if a hang occurs during the upgrade process (and/or a hard drive/mass storage device erasure procedure is
necessary to recover the device).
1. Print or capture all internal reporting pages from the printer.

NOTE:
If using a fleet monitoring software that tracks internal page information, take a snapshot of the existing page values.
2. For all remaining steps in this procedure, do not print, copy, or scan with the printer.
IMPORTANT: If during this time the printer receives a print job, or performs a copy or scan, restart the procedure. This precaution allo ws the printer to
properly store IOD values to redundant data stores during this procedure.
12-Fev.-24
Page | 34
3. Turn the printer off and then turn it back on.
4. Wait for the printer to reboot, finish the warm up process, and then arrive at the home screen.
PRINTER CONTROL PANEL HOME SCREEN AFTER THE BOOT PROCESS COMPLETES
1. Allow the printer to sit for one minute after it arrives at the home screen and all printer motors and fans are quiet.
2. Turn the power off and then back on a second time.
3. Wait for the printer to reboot, finish the warm up process, and then arrive at the home screen.
4. Allow the printer to sit again for one minute after it arrives at the home screen and all printer motors and fans are quiet.
5. Immediately upgrade firmware to HP FutureSmart Bundle version 5.6.0.2 and newer from the Device Maintenance menu using a USB thumb drive.
DO NOT USE THE PREBOOT MENU UPGRADE METHOD.
NOTE:
The firmware can also be upgraded using the Embedded Web Server or Web JetAdmin as long as no printing, copying, or scanning is performed on
the printer before the upgrade.
https://wise.hp.com/wise/DocumentDetail/ams-en?docId=ish_9223150-9223196-16&contentType=Support%20Document&selectedLangCode=en
12-Fev.-24 Page | 35
o HP Color LaserJet Managed MFP E57540 – Web Services Setup Error: Could not communicate with HPConnected.com (Emerging Issue)
Issue:
On HP Color LaserJet Managed MFP E57540 devices built in 2023, there is an issue enabling the Web Services. This is impacting the installation of any print
solutions that
require connectivity to the "HP Connected" cloud.
Attempts to enable the web services result in an error:” Could not communicate with HPConnected.com”
This issue occurs only for Managed MFP E57540 manufactured from January 2023 and the label on the formatter manufacturing part number is " B5L46-
60008"
Serial number range
xxxxR11xxx to xxxxR7Zxxx
Check the 5th, 6th, and 7th characters of the printer’s serial number using the decoder table below to identify when the printer was manufactured.
The affected serial number is within the following range: " xxxxR11xxx " to "xxxxXR7xxx". The 5th, 6th , and 7th digits provi de the year, month, and date when the
printer was manufactured.
Root causes
The issue is caused by the LaserJet E57540 devices manufactured with the B5L46-60008 formatter installed.
12-Fev.-24
Page | 36
The B5L46-60008 Formatter is normally a Trusted Platform Module, TPM, enabled, whereas on E57540 devices, the TPM is used as an accesso ry.
Due to the installation of the B5L46-60008 on the LaserJet E57540 devices without the TPM, during the time of enabling the Web Services, the firmware looks for th e
TPM Certificate. Since TPM is not installed, the Firmware fails to find the TPM certificate, which results in the failure to enable Web Services.
Resolve a "Web Services Setup Error: Could not communicate with HPconnected.com" error
1. Make sure that the formatter is with the reference“B5L46-60008”.

2. If the label on the formatter shows the manufacturing part “B5L46-60008”, then remove the hard disk drive (HDD) and any other accessories
3. Order a new formatter with part number B5L46-67909.
o HP UPD - Garbage characters output when printing from Excel using UPD pcl6 (Emerging issue)
Issue
When printing from Excel using the UPD PCL6 driver (version 7.1.0) in Windows 11, garbage characters are output until the job is cancelled or the paper
tray becomes empty.
The following symptoms are present:
• The printer continuously prints pages with the garbage characters until the job is cancelled or the paper tray becomes empty.
• Excel is the only application experiencing the issue. All other applications appear to print without any issues.
• UPD PCL 6 version 7.1.0 is the only version experiencing the issue; Other UPD versions are not affected.
• Windows 11 is the only operating system experiencing the issue; Other Windows versions are not affected.
Cause
The primary cause is found to be in the PJL header for "Print Quality" having corrupt string values. The spool file captured also indicates it is generated
from Windows 10, although it is generated from Windows 11.
12-Fev.-24 Page | 37
Agent instructions
If any symptoms described above are reported with additional issues, collect the following information and submit an SI ticke t:
• Sample print from Excel
• Original file
• PRN/Spool file
• Windows O/S details
• Device details exhibiting the issue
• Business Impact.
12-Fev.-24
Page | 38
Solution:
Lab is still working on a solution.
Workaround:
To workaround the issue until a solution becomes available, follow these steps:
1. Make sure the driver was successfully installed.

2. Open the driver's Printing Preferences.
3. Navigate to the Paper/Quality tab.
4. Click OK.
This is a one-time task that must be performed after the driver has been installed successfully.
12-Fev.-24 Page | 39
o HP FutureSmart - Slow control panel response when a large number of Quicksets are saved on the printer (Emerging issue)
Issue:
Control panel response is slow and performance is slow when opening Copy, Scan, or other apps when a large number of Quickset s are saved on the device.
NOTE: This solution does not apply to slow response or performance issues if no Quicksets are saved on the device.
Workaround:
Reduce the number of Quicksets on the device. A large number of Quicksets impacts memory consumption and affects control panel performance .
Update: The lab was able to identify and implement certain optimizations to improve the performance. The performance improvem ents will be available
in the upcoming HP FutureSmart release version 5.6.0.2
Solution: Install the firmware 5.6.0.2 available on HP.com
Wise link :https://wise.hp.com/wise/DocumentDetail/emea-en?docId=ish_7594730-7594462-16&contentType=Support%20Document&selectedLangCode=en
12-Fev.-24
Page | 40
Software:
o Smart UPD (sUPD)-now available on hp.com (https://support.hp.com/us-en/help/smartupd )

• HP Smart Universal Print Driver Series for Windows Software and Driver Downloads | HP® Customer Support https://support.hp.com/us-
en/drivers/selfservice/supd/33835514/model/33835514
• HP Smart Universal Print Driver product page https://support.hp.com/us-en/product/hp-smart-universal-print-driver-series-for-

windows/33835514/manuals
o HP Smart Print Administrator Resource Kit (SPARK)

• https://support.hp.com/us-en/drivers/selfservice/swdetails/supd/33835514/model/33835514/swItemId/ds-293279-3
• Smart UPD Release note https://kaas.hpcloud.hp.com/pdf-public/pdf_6514704_en-US-1.pdf
o sUPD version (3.06.2.2503) is released

https://support.hp.com/gb-en/drivers/selfservice/supd/33835514/model/33835514
o Universal Print Driver UPD v7.1 is available on the HP.com
Support for Gemstones 2.0 / UPD:

While current UPD (v7.0.1) is not technically supported for Gems 2.0 devices, we do still request issues to be reported, investigated, and elevated as
necessary in order to identify root cause. Current plan of record is to provide support for Gemstones 2.0 with sUPD and next release of UPD (v7.1).
o HP Smart UPD - Supported printers:
304716694
o HP UPD - HP Universal Print Driver (UPD) supported printers:
304716694
12-Fev.-24 Page | 41
o HP Printers - Latest Smart Universal Printing Driver (Smart UPD) version (v3.06.2.2503) is NOT available and NOT supported for certain printers
Learn what printers are not supported by the latest version of the HP Smart Universal Printing Driver (Smart UPD), and the temporary workaround
that is available for this issue.
Issue
The latest HP Smart Universal Printing Driver (Smart UPD) version (v3.06.2.2503) is NOT available for (or supported by) the following printers:
• HP Color LaserJet Enterprise MFP 6801 Printer
• HP Color LaserJet Enterprise Flow MFP 6801 Printer
Cause
This version of the HP Smart UPD is not supported for these printers due to HP's internal processes.
Workaround
For a temporary workaround, there are two other driver options available for these printers, as follows:
NOTE:
The two workaround options listed below are applicable to a TCP/IP connection only. Do NOT use other connection types.
• Option one: HP Smart Universal Printing Driver (Smart UPD), for use with a TCP/IP connection only
1. Go to hp.com/go/smartupd and click Download the HP Smart Universal Printing Driver.
2. Click Driver-Smart Universal Print Driver to expand the available options, and then click Download next to the applicable driver and use it
with a TCP/IP connection only.
• Option two: HP Universal Print Driver (UPD), for use with a TCP/IP connection only
1. Go to hp.com/go/upd and click Software & Drivers.
2. Click Driver-Universal Print Driver to expand the available options, and then click Download next to the applicable driver and use it with a
TCP/IP connection only.
304716694
12-Fev.-24
Page | 42
The HP Saba training for the HP Smart UPD (SUPD) is available the ID of the cours: 0001092912
https://hpi.sabacloud.com/Saba/Web_spf/HPI/app/me/learningeventdetail/cours000000001159617
Available updates in Wise:
o How to search in WISE for printer documentation:
3. how to access and use wise
4. Use WISE to search for error codes.
5. Search for error codes using the lookup widget.
16&contentType=Support%20Document&selectedLangCode=en&contextKey=-304716694#GUID-C2AF929B-DA0F-400E-AFFE-F83BEBA67332
or
16&contentType=Support%20Document&selectedLangCode=en&contextKey=-304716694#GUID-C2AF929B-DA0F-400E-AFFE-F83BEBA67332#GUID-
FADB23F5-7A70-4EF2-90F9-08D5E92380B4
12-Fev.-24 Page | 43
Q&A:
12-Fev.-24
Page | 44

ATS-PSMPartners Technical Infoshare - February 2024

Uploaded by

Copyright:

Available Formats

ATS-PSMPartners Technical Infoshare - February 2024

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ATS-PSMPartners Technical Infoshare - February 2024

Uploaded by

Copyright:

Available Formats

ATS-PSM/Partners

o FutureSmart 5.6.0.2 Hotfix is available on HP.com

o FutureSmart 5.7 is on hp.com for all products.

HP FutureSmart - Firmware Support Plan:

ENHANCEMENT and Fixes are available on the Readme file on HP.com

o HP LaserJet Enterprise, HP LaserJet Managed - 'System Main has Failed' error

Learn how to clear a 'System Main has Failed!' error message.

System Main has Failed' error

1. Select Restart on the printer control panel.

• AgateEPA_20230306_2505192_030550_V6.A1.20.44.68493.1.id.signed.bdl’ for E782 series

• Temporary: Uncheck the Accelerator Eco Mode option.

• Permanent: Upgrade the firmware to FutreSmart 5.7 or higher

1. Using a Web Browser, surf to the following URL: HTTP://xx.xx.xx.xx/pcap.htm

This issue happens only on printers with firmware version 6.17.0.1700

1. Remove a toner cartridge from the printer.

1. Use the control panel to restore all factory defaults.

HP LaserJet Enterprise M406dn

HP LaserJet Enterprise M407dn

HP LaserJet Enterprise M455dn

HP LaserJet Managed E40040dn

HP LaserJet Managed E45028dn

Use the following steps to resolve the issue.

About this task

DO NOT replace any parts.

About this Task

• 5800, X57945, X58045 – FW 5.6.0.2

The FW versions can be downloaded from the following site.

Sign in using the provided login information.

Site Access: https://ftp.usa.hp.com/hprc/

• Account Name: hp56_02

Symptoms can include the following:

Parent topic: Container for standalone objects

• HP Color LaserJet Managed MFP E87740, E87750, E87760, E87770

Use the steps below to mitigate the issue.

1. Download the firmware.

• HP LaserJet MFP M437n (7ZB19A) HP LaserJet MFP M440nda (8AF48A)

NOTE: Duplex scanning is supported manually from the flatbed scanner.

• HP Color LaserJet Pro MFP 4301dw

Issue status: Open

Recommended action: Fix on Specified Failure

Perform the following service actions.

o High Priority Issues - Future Smart Firmware:

Data variables start working as expected after reset.

Follow the steps below in the order presented.

1. Print or capture all internal reporting pages from the printer.

1. Make sure that the formatter is with the reference“B5L46-60008”.

1. Make sure the driver was successfully installed.

Solution: Install the firmware 5.6.0.2 available on HP.com

Wise link :https://wise.hp.com/wise/DocumentDetail/emea-en?docId=ish_7594730-7594462-16&contentType=Support%20Document&selectedLangCode=en

o Smart UPD (sUPD)-now available on hp.com (https://support.hp.com/us-en/help/smartupd )

• HP Smart Universal Print Driver product page https://support.hp.com/us-en/product/hp-smart-universal-print-driver-series-for-

o HP Smart Print Administrator Resource Kit (SPARK)

o sUPD version (3.06.2.2503) is released

o Universal Print Driver UPD v7.1 is available on the HP.com

Support for Gemstones 2.0 / UPD:

Available updates in Wise:

o How to search in WISE for printer documentation:

3. how to access and use wise

4. Use WISE to search for error codes.

5. Search for error codes using the lookup widget.