Download Troubleshooting hangs and 49 errors

All MFP’s
Troubleshooting hangs (all or part
of the mfp doesn’t respond) and
49 errors
Security Level: HP and Channel Partner Use
Date Written/Updated: February 9, 2006
Document Summary
 Information needed by division to help resolve device hangs and 49 errors
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Issue Description:
On rare occasions, MFP’s may become unresponsive. The list below is an attempt to
document the information needed by the division to help determine root cause of the
problem.
Hangs:
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Customer Name
What works and what doesn’t (in the failed state)?
o Printing
o Information Pages
o Copying
o Digital Sending
o EWS
o WJA
Configuration page (after unit is live again). This will provide FW revs on all
accessories and paper-handling devices.
Menu map
File directory page
Event log
Workflow description (what were they doing when it failed?)
Steps to reproduce (if possible), or any detail on the failure not included
elsewhere on this list.
Does it clear with a power cycle?
What is on the display (READY, SCANNING, etc.)?
If a specific file causes a problem, please attach it
Is DSS configured? If so, what is being used (authentication, what kind…)
Is fax installed?
What are power save settings (ON/OFF, Sleep Time)
Is Autostore involved?
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State of input bins (empty/full)
State of output bins (empty/full)
Are third-party applications (Chailets) installed? If so, what?
State of LED’s on input and output devices (does not apply to all products)
If printing appears to cause the problem, what print driver is used?
Is the device connected to a network?
49 Errors:
Same information as above, plus:
 Specific 49 error. Example, 49.2114
 Stack trace
Stack traces can be gathered by following this procedure:
While the 49 error is displayed, press 6, then press 5
There will be a two-line display. Write down the display contents.
Press 9 to scroll down to the next entry. You can scroll up with the 3 key
There are typically about 15 entries.
Document Attributes
Author: Larry Andrwes, LJB Technical Marketing
Product Models: All MFP’s
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