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Archived This topic has been archived.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.

‎08-28-2014 07:11 AM

HP Recommended

Hello,

 

After completing the most recent firmware update (20140529) one of my 525s is displaying an error message:

"Lost Communication (device (-) Control panel) Turn off then on..."

 

This error message is only displayed on the control panel for the users in that area but cannot be seen from the Embedded Web Server (hence no screenshots).

 

Some steps I have tried to resolve the problem:

- Update the firmware

- Reboot

- Reboot unplugged from the network

- Reboot connected to a different network port

- Confirm SNMPv3 is configured correctly

 

I have also noticed that when this problem happens a 2nd issue occurs where the printer gets stuck on the boot sequence right at 2/8.  Previous firmware notes indicated that this was an issue with the Sleep Timer Setting.  Apparently if this setting is misconfigured it will not wake up on a Network Port Event while in sleep mode as it should.  This sounded like it was related but, alas, the firmware update did not stop it from happening for me.

 

Observations I have made:

- When the problem occurs the printer fails to properly boot itself.  It stops the boot sequence early to flash the Communication Error message.

- Once a full reboot is completed the problem will go away for a while

- It often requires multiple reboots for the printer to "wake up" and start talking to the network again.  Eventually you get lucky and it completes a full boot and the problem goes away.

- Event logs show Corrupt data in configuration volume and corrupted info log file

- Event logs show multiple General Address Book services errors

 

Anyone else having this problem or have any suggestions for resolving the initial root problem of the "Communication Error" message? 

 

 

 

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4 REPLIES 4

‎08-28-2014 07:59 AM

HP Recommended

Reseat the USB cable at the control panel (requires removing the control panel) and the USB connection at the formatter.
If this does not resolve the issue, check the formatter heart beat light to verify the formatter is functioning properly.
If the formatter is not functioning then replace the formatter.
If formatter appears to be function correctly please contact HP support for service
If reseating the USB cable and replacing the formatter does not resolve the issue, please contact HP support for service

Thank you! I am an HP employee.

Please click the "Thumbs up" icon below to thank or click “Accept as Solution” . if you feel my post solved your issue, it will help others find the solution.

‎08-28-2014 11:57 AM

HP Recommended

Done.

 

The printer is not currently displaying the error after my previous attempts to reboot.  Heartbeat light seems nice and stable at the moment.  Will have to see if the reseating the USB cable on both ends was all that was needed or not.  Fingers crossed its not a bad formatter.

 

Thanks for the speedy response.

Experts are not HP Employees. Experts are advanced users, administrators, technicians, engineers or business partners who volunteer their time to answer community questions.

Please mark anything that is helpful with a Kudo.
When you are done troubleshooting, please mark one of the responses as the Solution.
This feedback enhances the community by helping future readers choose between multiple similar responses.

‎10-07-2014 07:08 AM

HP Recommended

Thanks! 

It works!   HP LJ 500 color 575 MPF     " Communication lost " - FIXED !!!

‎10-07-2014 07:09 AM

HP Recommended

Excellent! 

Thank you! I am an HP employee.

Please click the "Thumbs up" icon below to thank or click “Accept as Solution” . if you feel my post solved your issue, it will help others find the solution.
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