Cause
This type of 79:04 error always occurs in heavy load conditions, so the symptoms will normally follow
this pattern.
●
A printer that is heavily used (printing a project or in a reprographics environment) produces
79:04 errors randomly, forcing the user to restart.
●
After restarting, 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 last occurred can be printed without issues after restart. And a file that has been printed
without issues several times can trigger the error in the future.
●
This error is very dependent on the customer's workflow. The most common user workflows have
been extensively tested both by HP and by our beta sites, so random 79:04 issues are most
unlikely to occur 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. They
normally happen when sending files generated by external applications (RIPs, third-party drivers,
and so on).
Solution
Random 79:04 errors are, by far, the most complex ones to diagnose and to fix. The only solutions
available in these cases are as follows.
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. The following
information should be obtained.
●
The front-panel settings
●
The application, and the RIP or driver that are being used
●
The application/RIP/driver settings
●
The type of output files that this application, RIP or driver is generating
●
Some sample files that are representative of what the customer is using
●
The operating system
●
The method of connection to the printer
●
A description of the normal flow when the issue occurs and the typical frequency of occurrence
(for instance, once every hour when sending several files non-stop, each of them with multiple
copies)
With this information, the environment can be replicated in order to try to 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.
34 Chapter 2 Troubleshooting ENWW
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