Client Printer Error Msg: 49.38.07 Exception Error in printer's firmware

[SargentComputer]

Searching HP site for this model turned up an unknown model and the SN doesn't help either. The error message google says to download the latest firmware to a thumb drive and run on the printer. The printer was printing before this, and just sometimes gave this error message and would reboot. After the firmware install, the printer always produces this error and always reboots in an endless circle. What's up HP? Anyone know?

[Sneha_01]

Hi @SargentComputer 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The 49.38.07 Exception Error on an HP printer is related to a firmware issue that can sometimes cause the printer to enter an endless reboot cycle. The error message typically indicates a firmware corruption or a failed firmware update, which can occur if something went wrong during the firmware installation process or if the firmware is incompatible with the printer model. It is known to affect several models, especially in cases where the printer was working fine initially but then started showing the error after a firmware update.

Here's what you can do to resolve the issue:

1. Perform a Hard Reset

Before diving into a firmware recovery, it's worth trying to perform a hard reset, which can sometimes clear the error:

• Turn off the printer.
• Unplug it from the power source.
• Wait for at least 60 seconds.
• Plug the printer back in and turn it on.

If the printer was working fine before the firmware update, sometimes a reset will help reset the internal settings.

2. Recover the Printer Firmware Using a USB Drive

If the reset doesn't work, you may need to reinstall or revert the firmware to a stable version, especially if the update process went wrong.

Here’s how to recover or reinstall the firmware:

Download the correct firmware for your printer model from the HP Support website. It’s crucial to ensure you are downloading the exact model’s firmware.

Important: If the printer is not listed under the standard model name, check the serial number to confirm which model it is. If the HP website doesn't recognize the serial number, try finding the model number directly on the printer (usually printed on a label inside the printer door or near the power socket).

Copy the firmware to a USB drive:

1. Download the firmware file (usually a .bin file or a .fw file) from the HP website to your computer.
2. Copy the file to a USB drive.
3. Insert the USB drive into the printer’s USB port (if available).
4. Turn on the printer while holding the Power button and the Resume button (or another specific key, depending on your model) to initiate firmware recovery mode.

Follow the on-screen instructions to complete the firmware recovery. This may take some time, so be patient.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Repairatrooper]

Here is the scoop from 20+ years of field experience supporting these products.

1. You want to boot into pre-boot mode and run diagnostics to ensure that you do not have a hardware issue. Power off the machine, power on and when the count appears under the HP logo on the screen, immediately touch the HP logo. Sometimes tricky so might take a couple tries to get the timing right. Once you see a blue screen with options on it, navigate to Administrator and then find the diagnostics  and run them. This will take up to 20 minutes to complete, be patient. When complete you will see a list of tests run and either a check or "X" to indicate pass or fail. One note, the diagnostics test both EMMC and Hard disk, but your device would only ship with one so expect that the EMMC test will fail. If the harddrive fails you will need to replace it. If the drive passes, I suggest that you format the drive using that option in the administrator menu of the pre-boot and then use the download option to re-install firmare.