32 Chapter 1 Troubleshooting
Troubleshooting
Since this is a generic error, there can be multiple causes behind it. This document will cover the most
probable causes behind a system error 79:04 and will recommend the most efficient troubleshooting steps
to resolve customer issues.
One important point to mention is that, although 79:04 system errors can be caused by a hardware
malfunction, the vast majority of 79:04 system errors are pure software or firmware issues. In these cases
the issue can only be solved by determining the root cause and implementing a solution. The solution can
usually be applied by either correctly configuring a selection, updating the printer’s firmware/software
that is being used or by fixing an error in the code).
Possible causes
Since the 79:04 system error is a generic error, the number of possible causes behind it is large. The
majority can be grouped, however, into the following groups:
Job related SE79:04
A specific print job that is not correctly formatted for the printer or that is not correctly processed by it can
trigger a 79:04 system error.
The incorrect format or processing can come from two sources:
• Incorrect commands in the job itself. For example, a PS job with some commands that do not have
the correct PS format.
• Issues applying to the settings in the job
Possible symptoms
79:04 caused by a print job always have the same symptoms:
1. The job is received by the printer and starts to process.
2. In the middle of the processing, the printer stops and displays 79:04.
3. The printer will display the 79:04 system error again immediately after reboot. This is due to the fact
that the printer will try to reprint the job, which is pending in the queue, after reboot.
4. After the second reboot, the printer will start up normally
5. If the same job is sent again, it will always produce a 79:04 system error
These types of 79:04 system errors are normally caused by jobs that have been generated by 3rd party
applications (RIPs, 3rd party drivers, files exported by an application to PS, PDF, HP-GL/2, RTL, … or any
other format supported by the printer). Jobs generated by HP drivers will not normally generate 79:04
system errors, since the output that our drivers generate is very controlled and has been designed taking
into consideration the characteristics of our printer’s language interpreters.
There is an exception to this general rule: there are certain applications that can generate their own PS
code (Adobe PhotoShop, Adobe Illustrator, Adobe Acrobat, Corel Draw, Freehand, QuarkXpress, …).
When used with a PS driver, these applications generate the output PS themselves, instead of using the
driver’s rendering capabilities. This is known as PostScript pass-through. So, when using an HP PostScript
driver together with an application that has PS passthrough capabilities, the PS code that comes into the
printer has not been rendered by the HP driver, and, should the source file contain any PS commands that
are not correctly processed by the printer, a 79:04 system error could occur even though an HP driver is
being used.
Solutions and workarounds
When a job consistently generates a 79:04 system error, it is either because of a issue in the printer’s
firmware or because of a defect in the job itself (when it has been generated by 3rd party SW). In order
to identify the cause and find out a solution, these issues should always be immediately escalated to the
GBU through the GCC.
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