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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎08-25-2020 05:22 PM - edited ‎09-08-2020 09:27 PM

HP Recommended
Product: HP PageWide Pro 577 MFP
Operating System: Microsoft Windows 10 (64-bit)

Hi all,

 

Our user can not print to the printer. I checked the JOB Storage on printer LCD, I see no job queues but there some documents in printer queues in my’s printer queue. I restarted the printer, after that the printer processed the queue and print out the document in the queue. We have around 3 documents in the queue at that time.

 

I am not sure what is wrong with our printer.  Do I have to restart the printer every 2 weeks? I haven't restart it since August 10, 2020. If i don't restart it, it has issue again. Last time it was freezing when I tried to connect to printer embedded web server and Touch LCD was frozen too. 

 

 

I did not have any issues with this printer last year. we use it for over a year now. It still under HP warranty.

 

Firmware are update to date now.

 

I contacted HP few times, they came onsite 1 time on August 10, 2020 but they could not find any issue.

I have no error like this with Epson printer. I don't have to restart the printer. Anyone has the same issue like me?

 

--------------------

Update for my printer. This is kind of a story of my printer
24/06/2020 Case 5049525024 is created. Printer is freezing, reboot printer to make it work. Checking with HP Support for the issue
26/06/2020 Case 5049525024 closed. HP support created new case.
26/06/2020 Case 5049638953 created.  Checking with HP Support for the issue
01/07/2020 Close case 5049638953. After reboot printer it is working fine.
23/07/2020 Printer is freezing, can not print to it. Reboot the printer and it works.
23/072020 - 28/07/2020 chatting with HP support for the printer. I tried to use different method to find out the solution for my printer. HP onsite support on 3/08/2020. Keep monitoring for few days. Printer is reboot on this day. (Case 5051082248 created)
10/08/2020: After Reboot the printer, it works fine after reboot. Close case 5051082248
25/08/2020: reboot the printer. it works fine after reboot. (HP could not give me the reason why and what happened with the printer), Today, i enable the printer job log, so I can see which job is failed. Under Power Management, I enable the shutdown time every day at 1hAM and start time at 2hAM.  I can not see any logs for the restart, i am not sure this feature is working because I see no event log for printer restart or printer turn off or printer turn on.
Today is 31/08/2020, the printer is still working fine since last reboot on 25/08/2020. Keep monitoring this.

Today 01/09/2020, the printer is still working fine.
Today 02/09/2020, Can not print to the printer, Can not access to printer embedded web. Can not print to the printer. I still can ping to the printer, it said printer is offline. I have no choice to restart the printer. After reboot, i can access embedded web and the printer status is online again. Checking with HP Support.
Checking with HP Support via WhatsApp. HP Case number: 5052909321 created, HP support will be onsite to replace the formatter.
Today 4/09/2020 The printer is still working fine since last reboot on 02/9/2020
Today 07/09/2020 The printer is still working fine since last reboot on 02/9/2020
Hp contact to follow up and give new case number 5052909321
Hp support will be onsite on 08/09/2020 to replace the formatter
Today 08/09/2020 - HP part delay. They may not visit today. The printer is still working fine since last reboot on 02/9/2020
Today 09/09/2020 - HP Support visit office to replace the formater. Keep monitor for over a week to see if the issue still happen again.

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