Question
Reply
 
Highlighted
Top Student
Posts: 7
Member Since: ‎03-17-2013
Message 1 of 27 (63,349 Views)

HP LaserJet 400 color MFP M475dn Does not print

Hi,

i have a problem with a LaserJet 400 color MFP M475dn. Sometimes it stops printing from the network and needs to be restarted. It's not a network problem because i can ping the ip address of the printer and the web interface it's accesible; there are other printers on the network, but they don't have any problem. I can print a test page from the web interface, but when i try to print from a pc on the network, it does not print anything, documents are stuck on the print queue.  After i reboot the printer, it starts printing again for 2/3 days, then it "hangs" again.

I tried to disable ipv6 and the eco mode, but with no success. The firmware updated to the last version. In the event log there are some errors "54.2100  BD Error".

Is there anything i can do to solve the problem or i need to send the printer for assistance?

Thanks.

 

 

P.S. this thread has been moved from Laserjet to Multifunction and All-in-One - Hp Forums moderator

N/A
Posts: 8
Member Since: ‎06-30-2013
Message 2 of 27 (63,295 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

I have the same exact problem.  I have a case open with HP regarding this.  I have sleep mode off, system has been reset, etc.  Static IPs, dhcpv6 off.  Majority of the computers are running OSX 10.8.3.

 

I have a wireshark capture that shows there is two-way communication to the printer, however, it just never prints until you physically power-cycle the unit.  Looks like a firmware defect to me.  

Top Student
Posts: 7
Member Since: ‎03-17-2013
Message 3 of 27 (63,289 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

I also think it's a firmware bug.

I'm really disappointed to see that i'm not the only one having this problem.

It's a serious bug for a professional printer (not a cheap one).

Grad Student
Posts: 139
Member Since: ‎07-01-2010
Message 4 of 27 (63,274 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

The DC controller needs to be replaced. This is a Beam detect (BD) error. I recommend contacting HP support.

http://www8.hp.com/us/en/contact-hp/contact.html

Regards,
affableLJ
Say Thanks by clicking the Kudos Star in the post that helped you.
Please mark the post that solves your problem as Accepted Solution
I am an HP employee!
Top Student
Posts: 7
Member Since: ‎03-17-2013
Message 5 of 27 (63,271 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

Thanks for the reply.

I will contact the support, hope a new dc controller will fix the issue.

N/A
Posts: 8
Member Since: ‎06-30-2013
Message 6 of 27 (63,192 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

Just an update on my case here.  I've had a case open with HP since 3/11/2013 and they have so far been unable to fix my problem.  My printer is the M475dw, but the symptoms are the same.  I have owned this printer since 1/21/2103.  I am seeing the below error codes:

 

54.2100

54.1103

49.0096

 

I have network traces showing full connectivity to the printer.  The printer will start to receive a job, and eventually, the TCP stack will report zero windows indicating it's buffers are full.  The print queue on my computer reports "The printer is in use".  The printer never prints my job.  It WILL only print from the front panel when it's in this condition.

 

This problem also exists printing via wireless direct as well.  The only workaround I have is to reboot the printer prior to each print job.  We don't print that often, so it winds up we are power-cycling the printer every few days as we need to print.  

 

My case has been escalated to no avail so far.  I'm trying to return this printer for a refund, but it appears HP is unwilling to process this because it's outside the 21 day return policy.  I'm still waiting for a call back about this.  I'm kicking myself in the butt right now for not opening a case sooner, but instead relied on the forums and various other tests before finally caving in and opening a support case. 

 

Top Student
Posts: 7
Member Since: ‎03-17-2013
Message 7 of 27 (63,129 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

I've also a case opened with the hp support, they have changed the formatter card, but after one day the problem started again. I'm really disappointed, it seems there's no solution for this, the printer is unusable.

@biskit: have you tried to connect the printer to a pc with the usb cable and start a print? Now i'll try to do this, if the printer works from the usb connection, maybe we could connect the printer with the usb cable to a printer server, as a temporary workaround.

N/A
Posts: 8
Member Since: ‎06-30-2013
Message 8 of 27 (63,120 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

@alv1234:I haven't tried using any USB yet. I might give it a shot next time it hangs.  I also might try the print server idea you mentioned as a workaround too. Currently, HP support wants me to test if a windows machine also experiences the same problem during this time.  In addition, they want me to disable the "power down mode" in addition to the "sleep mode".  I just power-cycled my printer on 4/15, but it hasn't hung yet for me to run any of the requested tests.  The problem usually re-occurs for me every 1-3 days.

Top Student
Posts: 7
Member Since: ‎03-17-2013
Message 9 of 27 (63,110 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

I've tried printing from a pc with the usb connnection when the printer was hang: the printer started to print and after a short time, it started printing again from the network, without restarting.

I really don't know what's the problem with the network connection, but surely it's not related to my network, because i've also tried with a network cable directly connected to the printer. Now i'm going to try with a router with usb port and connect the printer to the router usb share, instead of directly to the printer network card.

N/A
Posts: 8
Member Since: ‎06-30-2013
Message 10 of 27 (63,081 Views)

Re: HP LaserJet 400 color MFP M475dn Does not print

Just an update.

 

The printer was stuck with "incoming call" on the display and asked me if I wanted to Start a Fax.  There were no active calls at this time.  Disconnecting the phone line did nothing.  The printer then prompted "49 service error, turn off then on".  The printer rebooted itself and the event log reported error code:

 

49.0096

 

After the computer was back online, I was able to print, etc. 

 

Next day...

 

The printer has currently stopped printing from the network again. It reports "Printing - The printer is in use" on OSX (10.8.3 all machines). This is seen with OSX 2.13 HP print driver bundle as well as OSX 2.14 HP print driver bundle.

 

I have a windows XP VM that shows a slightly different problem during this time. The print job appears to complete successfully, but nothing is printed on the printer. It appears to just "queue" the job on the printer. Nothing prints.  Back on OSX, I can see an additional print job from the XP machine hit the printer, but it's stuck behind "Printing - The printer is in use". Clearing the jobs does nothing to fix the problem.

 

Alternately, I have setup an airport extreme that has direct USB connectivity to the printer. I can print directly to the printer using USB instead of via the network.  Unfortunately, this doesn't clear the network problem I have.  

 

I have uploaded the network traces to HP support, but only "level 3" can decode them.  So, I'll just decode them myself.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation