49 Service Error / Network Card Replaced

[jdyates751]

I need some help resolving a 49 Service Error on my LJ M402dn following installation of a new modem by my ISP.

I have two printers, an Envy 7640 and LJ M402dn. Both printers are connected to my network: 7640 wirelessly (also works via ethernet) and LJ M402dn with ethernet cable via a 5-port, 10/100 desktop switch. Both printers pull the IP address when connected via ethernet cable. This has been the configuration for the past four months with no issues.

On Monday, December 24, the modem was replaced by my ISP and since then, the LJ M402dn has not worked except when connected to my laptop via the HP USB cable. Symptoms are:

 1) Print jobs get stuck in the cue or the printer display shows “Printing Document” for hours but nothing prints;

2) 49 Service Error comes on when trying print any report in the menu and the printer restarts;

I took the printer to an authorized HP repair center and they replaced the network card with one from another LJ that was non-repairable. They said 1) it connected to their network, and 2) they were able to print a status page but when I got home it was doing the 49 Service Error/restart thing again.

I called the repair shop and the technician remoted in to diagnose the problem. The printer is found when entering the IP into a web browser and all statuses can be seen (see attached); it is found in “Devices and Printers” but says it’s not connected/offline when the mouse pointer is hovered over it (it is connected via the ethernet cable).

After an hour, the technician says it’s something to do with the modem like it doesn’t recognize the printer even though the 7640 works fine.

I have an appointment on Friday for my ISP to troubleshoot/diagnose the new modem but I would like to resolve this if I can.

Any recommendations on how to solve this is greatly appreciated.