Printer will not print, not even a test page

scarlr · ‎02-06-2017

I just recieved this new printer and cannot get it to print. It is connected wirelessly. I have run the HP Print and Scan doctor and it says everything looks fine but when it comes time to print a test page the screen on the printer just says printing but never actually prints anything. When I run a wireless test it says 49 Service Error and restarts itself. This is the second printer to do the exact same thing. I exchanged the first one thinking it had a problem but now I think the problem must be with my setup.

Sizzlingsum_13 · ‎02-07-2017

Greetings!!@scarlr

Welcome to HP Forums, this is a great place to get support, find answers and tips.Thank you for posting your query.I read your post I see that you're getting the 49 service error.Thank you for sharing the issue details. I will certainly do my best to help you.

Turn off the printer by using the power switch standalone. (Without USB, Ethernet cable connected). If the issue persists standalone continue with the following troubleshooting if 49 errors occurs while printing, try printing from the different application to isolate the issue.
If a surge protector is being used, remove it. Plug the product directly into the wall socket.
Unplug the power cord, Wait at least 30 seconds, and then plug it back in and wait for the product to initialize.
Perform NVRAM Reset.( I am sending a private message with instructions. Please check the mailbox icon at the top-right corner of this screen to access your mailbox and perform the NVRAM reset)
Perform Firmware upgrade. (Refer this link to download the latest firmware: http://hp.care/2dHmvpy)
If the issue persists, keep the printer turned Off for 3 mins and turn it back ON.

Please complete the steps and let me know the outcome.

I'll be eagerly waiting to assist you with same, cheers

Have a nice day.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Regards,
Sizzlingsum_13
I am an HP Employee

ewal5 · ‎02-17-2017

Hello, I am having an identical issue to the one described here - down to the fact that I tried a new printer and it did exactly the same thing. Will not print a test page, will not perform wireless test - Service Error 49. I have tried most of this - could you send me the instructions for the NVRAM reset as well? Thanks

DavidSMP · ‎02-17-2017

Hi @ewal5,

Thanks for stopping by the HP Support Forums! 🙂 Good day. I understand that you are looking for assistance regarding issues with the printer that will not print a test page and gives an error “ Service Error 49” It will be a genuine pleasure to assist you. 🙂

You’ve done a fabulous job by describing the situation perfectly and diagnosing the issue correctly. Kudos to you on that score.:) . You are an important HP customer and it is paramount to assist you here. We greatly value your relationship with HP and I take it as a privilege to share this platform with you. 🙂

For better clarity and to assist you better, I would require more information regarding this.

Did this happen after a firmware update?
Did you perform a hard reset on the machine?
Is it the same printer as the one mentioned in the other post
HP LaserJet MFP m277dw?

If it is the same printer, I will send you steps to perform an NVRAM and a super NVRAM reset as a private message. Please keep checking your private messages on the forums.

Please perform an NVRAM reset first and check if it works.

If it does not perform a super NVRAM reset and check if it gets resolved.

If this does not work, please contact HP phone support to get the printer replaced as it is a hardware issue with the printer.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps. Let me know how this goes. I hope the issue gets resolved without hassles and the unit works great. I'm always there to assist you. Please reach out anytime. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

DavidSMP
I am an HP Employee

ewal5 · ‎02-20-2017

So, I originally had a MFP M477fnw. It worked fine. I moved houses and as soon as I set it up on the new wireless network, when I tried to print my Mac Book Pro returned a message "unable to get printer status." Then I discovered that if I tried to run a wireless test, or print a test page, or a config sheet, it returned a Service Error 49 and turned off. It did SCAN wirelessly to my computer, though

I tried hard resets, power cycling, unplugging the printer, resetting my router, etc. I deleted all the HP softaware from my computer, reset the printer settings on my computer (deleting the printer), reinstalled the print driver, and reconnected to the printer. None of that worked.

I disabled the wireless antenna on the printer and still could not print a wireless test report or print from my computer using a USB cable. That caused me to assume that the printer had been damaged in my move, so I ordered a new one - an MFO M477fdw. It did exactly the same thing. That's when I contacted you through my post above.

I have an update, though. I restored default settings in the wireless menu. Then, without reconnecting to the wireless network, I hooked the printer up to my computer with the USB cable - and it printed. It also printed a wireless test report and config sheet. Of course, as soon as I ran the wireless set up wizard, the same problems cropped up. So, somehow, as soon as the printer is on my new wireless network, it recieves some piece of information that disables it.

I'm assuming this all probably means an NVRAM reset is not my solution - but correct me if I'm wrong. Anything else I should do to try to regain wireless printing? Do I need to replace my router?

Thanks

ewal5 · ‎02-20-2017

Responding to one other question that was asked: on the orginal printer, I had never updated the firmware. When the problems started, I tried to download a firmware update. The printer reported that it found an update and was dowloading. It ran the "dowloading" page for a couple minutes. It never gave me a checkmark or a "download successful" or anything - it just returned to the home screen. The firmware date stamp still reads sometime in 2015. The replacement printer reports that no firmware update is available.

The_Fossette · ‎02-21-2017

Hi @ewal5

Thank you for posting back.

I am the The_Fossette. It looks like you were interacting with @DavidSMP, but he is out of the office today so I'll take over from here.

Before we proceed to troubleshoot this issue further, I would like to know whether your router is configured to 5Ghz or 2.4Ghz.

The printer support only 2.4Ghz so have sure that the router is also configured to the same frequency.

Let me know how it goes and you have a great day!

If the information I've provided was helpful, please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons, that’ll help us and others see that we’ve got the answers!

Take care.

Cheers!

The_Fossette
I am an HP Employee

ewal5 · ‎02-21-2017

Thanks for the response. This is a dual band router. When I search for wireless networks on my computer, I see one called " my network" and one called "my network-5G." When the printer searches for networks, I only see "my network." But I wonder if this is still the problem, somehow.

The_Fossette · ‎02-21-2017