IPv4 Gateway Issue? - HP LaserJet 400 M401dn / 400 MFP M425dn

[impressme]

Hello,

I work in healthcare and in our environment we have mostly HP LaserJet printers. Within the last 6 - 12 months we have started using some HP LaserJet 400 M401dn and HP LaserJet 400 MFP M425dn printers. They all have been updated with the latest firmware (20 printers) and connect to the network via ethernet using IPv4. We are having an issue when trying to print to them from a specific application. It's only happening on these particular models. All other HP LaserJet printers DO NOT have this problem (HP LaserJet 2015dn, 2055dn, P4015dn, 600 M602dn). The application is a telnet client using SSL that connects to a server. This server is on a different subnet (128.1.x.x) than the printers (10.92.x.x) that the clients print to.

It is possible to 'ping' the printer within the application using the printer hostname or IP address. The problem is, there are times when the printer status says 'Ready', and we can ping the printer from within the Windows operating system (Win7 Pro), but we cannot ping it via telnet SSL client. There is no response. The result is, we cannot print from the application to these printers. This problem isn't consistent either. There are times when it does work!

If we assign the printer to the same subnet as the application server, the issue appears to go away. Unfortuantely this is not a feasible permanent fix for us as the printers need to remain in their current subnet.

Sleep Mode is disabled on all of these printers. IPv4 settings are all correct and have been verified by various IT staff.

We believe there is an IPv4 gateway issue within the NICs on these printers. Has anyone ever had a similar issue? Are there any other additional details that I should provide which might help resolve this issue?

Regards.

[AlwaysNeon]

To start off, the issue you are having may be caused by the softare you are using or the HP software. I am gonig ot to do some investigating to find out. I will want to to make sure that the softare is the most current version, follow the link below and reinstall if necessary (do not rely upon the CD-ROM):

http://h20000.www2.hp.com/bizsupport/TechSupport/DriverDownload.jsp?prodNameId=5096244&lang=en&cc=us...

Then if it is the same or you are still having issues I would recommend trying to use the PCL6 drivers for this. They offere a broader support to some of the more code specific programs :

http://h20000.www2.hp.com/bizsupport/TechSupport/ProductList.jsp?locale=en_US&taskId=135&prodTypeId=...

Run through that and let me know how it goes, I'll get right back in touch with you! 

-Spencer 

PS :: Can you print to this printer from other programs? Have a wonderful day! 

[ukanoldai]

Hello,

we face also gateway problem with new hp products, we had no problems before but now it seems that it does not communicate with others vlan from default. we first had the issues with 601dn like 3 weeks ago and now with 401dn. The issue was not resolved with 601dn since it was not crucial and the printer was there for some testing.

but now we have it with 401dn it's a big issue since it's ou standard model now. We had no problems with the same models 3 months ago.

So the printer get's a correct IP configuration from the dhcp server and can communicate with anything from inside the same VLAN, but it doesn't want to communicate with anything else even if the gateway is correct. I suspect the Acl blocking the traffic even if it's says that everything is allowed, the traffic seems blocked, we will sniff the network traffic tomorrow.

we updated it to the last firmware, disabled all non used network components.

[impressme]

Sorry to hear ... but good to know we aren't the only ones experiencing this issue. Was starting to think I was going crazy. We even reviewed ports on switches that the printers are connecting through and they are configured correctly as well. Definitely something wrong in the IPv4 stack on these new devices. HELLO! HP! HELP! Release a new firmware with fixes ... most appreciated!

[ukanoldai]

Crazy thing... i remember we had one 401dn from 4 months ago that was never configured for the network... we connected that one and it worked like a charm directly. But no clue about how to make the new ones working...

[ukanoldai]

Our network administrator analysed the log and he found that the mac adress of the printer did not register in the router arp table, ih he puts it manually it goes ok.
I chat and call hp and they are going to send a technician on site, he's going to change the motherboard of the M401
we'll see....

i suspect and EU series to be defect, in wich zone are you?

[impressme]

North America here. We tried calling HP several weeks ago, but they denied there is an issue. They were adamant the problem was with the application, but we know this is incorrect.

[AlwaysNeon]

I am continuing looking into this issue, but I have not found anything related to an issue like this yet. If either of you find any additional information that I can use let me know and I will add it to what I know about this issue so far.

-Spencer 

[ukanoldai]

for information, the hp technician change the formatter (the motherboard) on an hp601n that was having the issue and it went ok directly, i opened a case for the three other and i'll post if it correct the issue.

it seems not to be a firmware issue since the motherboard he changed was in the same exact version.

[AlwaysNeon]

From what the technician did is the issue still the same? 

-Spencer