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HP Jetdirect and Embedded Jetdirect Inside Print Servers - Basic HP Jetdirect Troubleshooting
The scope of this document is limited to basic concepts and troubleshooting techniques used to investigate problems such as:
This may seem rather simplistic for some users, however if you are experiencing any kind of situation where the printer or print server does not seem to be connecting to the network, it is always a good idea to approach your problem systematically and be sure to cover the fundamentals.
This document does not cover the many, many possible combinations of specific printing problems, specific errors, error messages, network configurations, printers, or operating systems. In fact, the focus will be on basic hardware connectivity and TCP/IP troubleshooting. Other protocols, such as IPX/SPX or DLC/LLC, or other networks, such as Novell Netware, are not covered.
However, these subjects are covered in individual documents that can be found on the HP support Web site . In addition, documents addressing specific error messages or specific topics may be found by searching the HP web site for keywords of an error message or a topic.
Other sources of help with troubleshooting
Very useful information can be found in:
NOTE: For software downloads and configuration instructions, see the links throughout and at the end of this document.
The basic strategy in network troubleshooting
The strategy in network troubleshooting is based on a process of elimination. The process of elimination should narrow the problem to one of three basic components mentioned below. If design of your network is complex or unknown, start by examining the printer's connection to the network, then the computer's connection. Leave the more complex network connections for last.
Troubleshooting an HP Jetdirect print server involves three general groups of components:
Troubleshooting the printer's connection to the network
One of the best troubleshooting tools available is the HP Jetdirect Configuration page, sometimes called a Self Test page. The Configuration page can be printed using the printer's control panel or the Test button of an external or LIO print server.
Printing a Configuration page from a printer's control panel
There are a wide variety of printers and there are at least two styles of printer control panels - "Classic" and "Flex". Classic control panels typically have Menu and Item buttons; Flex control panels have a check mark button and arrow buttons and/or a numeric keypad.
While this complicates things in an environment with many different types of HP printers, the basic navigation concepts apply: the HP Jetdirect Configuration is usually found on an Information menu and since it is an I/O port on the printer, configuration menus are usually on an I/O or EIO menu. Some printers can print a Menu Map to show what is available.
Printing Configuration pages from other printers or HP Jetdirect models
Reading the Jetdirect Configuration page
Figure 5: Example of Jetdirect Configuration page (with sections outlined)
Check the printer's network connectivity by examining the following:
Resetting the HP Jetdirect to factory defaults
In some cases it is helpful to start with default HP Jetdirect configuration. Often, resetting and reconfiguring the print server will correct any problems. Resetting the print server is useful in the following conditions:
Before resetting the HP Jetdirect (known as a cold reset), print a Configuration page as described in the Configuration page section below, because resetting an HP Jetdirect print server to factory defaults (known as a cold reset) will erase all previous configurations and may require network administrative knowledge, permissions, and access to reconfigure it.
The factory defaults of a Jetdirect print server typically include an IP address of 188.8.131.52 or 169.254.xxx.xxx, unless a DHCP or BootP server assigns the addresses on your particular network. (A cold reset also allows the HP Jetdirect to broadcast DHCP and BootP packets, which will allow it to be configured by a DHCP or BootP server.)
The TCP/IP status on the Configuration page should be Ready, and IPX/SPX status should be Not Configured, though some Jetdirects may be Ready.
Troubleshooting the computer configuration and connection
If the Jetdirect Configuration page information looks correct and there are no errors, then test the communication between the computer and the printer with some basic tools. Use as many communication tools as possible to eliminate the possibility of just a software problem. In other words, if the HP Jetdirect software cannot find your printer, and the printer cannot be reached through ping, it is likely to be more than just an HP Jetdirect software issue.
Checking the computer's TCP/IP configuration
Open a command prompt and type ipconfig. You could also type the command ipconfig /all to see all TCP/IP information (such as if your computer is configured by a DHCP server) for all network adapters in the computer. This may be more information than needed for basic troubleshooting, but it might be useful for those more familiar with their network configuration.
Here is an example of the command prompt screen:
Figure 6: ipconfig example
This command will show you what the computer's IP address is and whether or not the network is subnetted and if there is a router ("default Gateway") is being used.
If your computer has an IP address, you can compare it to the Jetdirect configuration page to see if the IP addresses are on the same subnet. You can also use it to perform ping, telnet, and embedded Web server tests as described below.
Troubleshooting the TCP/IP communication to the Jetdirect
Ping, Telnet, the HP Jetdirect embedded Web server, or HP Web Jetadmin can be used to test TCP/IP connectivity and communication with Jetdirect print servers.
If any of these tests fail, this usually, but not always, indicates a hardware connection or configuration problem (for example: a hub, router, switch, patch panel, or cable problem).
NOTE: The HP Jetdirect 150x server does not have a TCP/IP protocol, but nearly all other HP Jetdirect servers support TCP/IP, some limited to Windows operating systems
Make sure the TCP/IP protocol is bound to only the computer's NIC and not to a dial-up adapter as well.
If the TCP/IP address of the HP Jetdirect is 169.254.52.32, go to a command prompt, and type telnet 169.254.52.32. Press Enter twice to be sure there is a connection, then type a forward slash, and press Enter to see Jetdirect information. If this works, the TCP/IP connection is good.
Figure 8: Telnet command example 1
Figure 9: Telnet example 2
Using the embedded Web server
Be aware that not all Jetdirect print servers have a Web server and that those that do may differ in the look of its Web page due to the firmware or model of the print server. Also, the Web browser used must be a supported version and there may be issues on some networks if secure proxy servers are used or if HTTP communication is restricted in some way.
Without laboring over these details, simply try the steps below, because in many cases, this will work to test the HP Jetdirect TCP/IP connection.
Using HP Web Jetadmin
HP Web Jetadmin can be used, but do not download it just to test your Jetdirect connectivity. It is a fairly large and complicated software application recommended for larger, enterprise networks. Click here to download HP Web Jetadmin .
Figure 12: HP Web Jetadmin test page
Troubleshooting the network hardware connections
If the tests above fail, it will be helpful to make the simplest possible network hardware connection between the printer and the computer. This will eliminate the wide variety of variables of network hardware connections that may be causing the problem. Never assume that all network connections are good, even if it is something as simple as checking that a network cable is properly plugged in.
Configuration instructions that do not use HP software
HP provides software solutions depending on the network type and operating system as indicated through this document. There are also solutions for printing to an HP Jetdirect print server that do involve using HP software:
TCP/IP configuration instructions: