68 Chapter 2 Troubleshooting
Troubleshooting
resources must be correctly controlled to prevent unexpected behavior. Issues caused by an incorrect
control of these resources are concurrence issues.
Symptoms
This type of 79:04 always occurs in heavy load conditions, so the symptoms will always be similar to this
pattern:
• A printer that is being heavily used (printing a project or in a reprographics environment) produces
79:04 errors randomly, forcing the user to reboot.
• After rebooting, the printer can be used without any issues for an extended period of time, but if the
workload is consistently high, a random error will occur again.
• The error can never be associated with a specific file. The file that was being printed when the error
occurred the last time can be printed without issues after reboot. And a file that has been printed
without issues several times can trigger the error in the future.
• This error is very dependant of the workflow the customer has. The most common user work flows
have been extensively tested both by HP and by our beta sites, so it is highly unlikely to see random
79:04 issues in these cases. These random issues tend to occur in very specific corner cases, and
cannot be reproduced unless the exact conditions of the workflow are replicated.
Workarounds and solutions
Random 79:04 errors are, by far, the most complex ones to diagnose and to fix. The only solutions
available in these cases are:
1. Identify the root cause (either in the files or in the firmware) and fix it in the code, which requires the
intervention of the GBU.
2. Test any options available to modify the customer’s workflow and see if any combination of them
solves the issue.
In both cases, a profound understanding of the customer’s workflow is necessary. In particular, the
information that is needed is:
• Printer front panel settings.
• RIP settings.
• Type of output files the RIP is generating.
• Some sample files that are representative of what the customer is using.
• Operating System.
• Method of connection to the printer.
• A description of the normal flow when the issue occurs and the typical frequency of occurrence (i.e.
once every hour when sending non stop several files, each of them with multiple copies)
With this information, the environment can be replicated in order to try and find workarounds. This is also
the information that will be needed at the GBU to investigate and fix the root cause of this issue once it is
escalated.
Hardware related SE79:04
Hardware is, by far, the least likely cause of a 79:04 system error. Replacing hardware components does
not normally fix the issue and increases the total turn around time in finding a workable solution.
In some cases, a failure in a component in the printer’s electronics may cause a 79:04 system error, since
the printer’s electronics are involved in the execution of the firmware and the processing of jobs. It needs
to be noted, however, that hardware failures in the electronics tend to produce specific system errors that
point directly to the component that is failing.
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