HP Color LaserJet MFP E77800 Scanner Problem

[KevinKrausCKE]

Hello, everybody,

I just exchanged the "PBA-SCAN JOINT" board on an A3 machine, because the machine often scanned only 3 pages.
Now I get the error message 49.13.01
Can someone tell me what this means and maybe where I can read something like this more easily in the future?

Greetings
Kevin Kraus

[Repairatrooper]

49 errors are most often related to firmware errors. In this case likely there is mismatch between the printer and the new scanner board you installed. You may need to update the firmware through the preboot menu if you cannot get the machine to come to ready.

[KevinKrausCKE]

Hello Repairatrooper,

I just downloaded the latest firmware and put it on a USB stick.
Then select the update via -> Administrator -> Download -> there i only can use "USB Thumbdrive", USB Drive is greyed out. and let it run through.
After it loaded for a few minutes, the message "Disk Full!" appeared.
What is the problem?

[KevinKrausCKE]

I have started the firmware update again, this time successfully...
Machine reboots by itself when I press "continue".
after booting it now shows the error code 98.00.03...

To correct the error, I would have to clear the disk... But this is grayed out if the error exists?
I'm afraid I don't know what to do now 😞

[Alex-TATS]

Hi Kevin,

You will need to do a format disk first.

Administrator -> Format Disk

and then install the latest firmware as you did

Administrator -> Download -> USB Thumbdrive -> "select the FW"

Kind regards,

Alex

[KevinKrausCKE]

Hey Alex,

I just looked under Administrator for "Format Disk" and could not find it there...
The only "Format Disk" I found was under Administator -> manage Disk -> Clear Disk (but This is greyed out)

Edit ->
Didn't read it carefully, now I made a format disk that takes "one second" and then it seems to be finished...
I'm just doing the firmware update again and will answer again, what is the status after that...

Thank you for your answer 🙂

[KevinKrausCKE]

Now I have done exactly what you just said: -> Format disk -> Run the firmware update again...
After that was finished with complete, back to "Continue" and then the machine restarted...
After the reboot I get the same error as at the beginning: 49.13.01

[Alex-TATS]

Normally the menu should be like:

1. Continue

2. Sign in

3. Administrator

4. Service Tools

Select #3, then it should be:

1. Download

2. Format Disk

3. Partial Clean

4. Change Password

5. Clear Password

6. Manage Disk

7. Configure LAN

8. Startup Options

9. Diagnostics

...

Select #2. If you still cant find it, then select #6 Manage Disk. Then:

1. Clear Disk

2. Lock Disk

3. Leave unlocked

4. Clear Disl Password

5. Retain Password

6. Boot Device

7. Internal Device

8. External Device

Select #6 Boot Device. Then:

1. Secure Erase

2. Erase / Unlock

3. Get Status

4. Use Secondary

Select #2 Erase/Unlock. Or alternatively #3. Then go back the download the FW again and then select Continue.

[Alex-TATS]

49.13.01
Error in the native video pipeline. ● Recommended action for customers ● Recommended action for call-center agents and onsite technicians
Recommended action for customers
1. Turn the printer off, and then on.
2. If the error persists, contact your HP-authorized service or support provider, or contact customer support at www.hp.com/go/contactHP.

Recommended action for call-center agents and onsite technicians
1. Turn the printer off, and then on.
2. Please go to the following document for troubleshooting procedures:
HP LaserJet Managed MFP E72525-E72535, E77822-E77830, E82540-E82560, E87640-E87660 - 49.13.0 in solid condition ( http://www.hp.com/cposupport/en/docs/c06120601.html )

[ALS-77]

Is your computer connected to your computer or network? If yes, disconnect all data cables, power OFF printer for a minute, then power ON. Does it still get a 49 error?

If NO, connect your data cable and wait a few minutes. If the 49 error pops up again, you have a data file being sent to your printer from your computer that it cannot process. This usually happens with a web page or PDF file print. Go into your printer's print queue, delete/cancel any print jobs in there, re-boot printer and see what happens. You shouldn't get a 49 error now. Just don't print that job to this printer. Sometimes firmware updates can help prevent 49 errors, but not always. It's a common problem with HP printers. 

If YES, then your formatter is typically at fault and replacing it should fix it.