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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 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: 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? Page 1 of 2 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 Page 2 of 2