How to troubleshoot the 79:04 System Error 35
Troubleshooting
1. Disconnect the network cable to be able to boot the printer and change network settings
2. In the Network configuration menu in the Front Panel, disable any protocols that you are not using,
including IPv6, SNMP and WebServices.
3. If step “2” does not work, try setting a manual configuration of the device:
a. Enter the correct subnet mask and an IP in the valid range
b. In the GateWay field, set the same value as in the IP address field
c. Do not set a host name or a domain name
4. If step “3” does not work and the customer is using the network card which is part of the printer, try
using an accessory Jetdirect card instead.
User Interaction related SE79:04
In some cases the printer may not react as expected when a certain set of conditions coincide. In these
cases, if the printer doesn’t know how to react, it may simple display a 79:04 system error and force a
reboot. Some examples (not real) that can help to illustrate this:
• An error occurs when a job is cancelled when it is at the “Finishing print” state and when the queue
is disabled
• An error occurs if the Window is opened while the printer is checking the printheads
These errors will most likely only happen in very specific corner cases that have not been identified during
the development or the qualification of the printer, so normally, they do not severely impact the customer,
as they do not affect their regular working flows.
Symptoms
The symptoms here are as numerous as the number of possible interactions between the user and the
printer. In any case, it’s possible to identify the steps that caused the error to occur and avoid them as the
steps will always be the same with no variance.
Important: An major element in determining the error is what the state the printer was in at the time the
error was displayed. Actions the user has made when the printer is drying for example can produce an
error, whereas the same action when the printer is doing something else (or is idle) may not produce any
errors.
Solutions and workarounds
The recommended action plan in these cases is to identify the previous steps that caused the error and:
1. Escalate the issue to the GBU through the GCC in order to have it corrected in the firmware.
2. Recommend to the customer that they try to avoid the same steps to prevent the issue
3. If the conditions that cause the error are in the customer’s regular workflow, try to identify a different
way of achieving the same result out of the printer.
Random SE79:04: Concurrence issues and memory leaks
Some 79:04 errors can happen randomly when the printer is being heavily used. However, it’s impossible
to find a single set of conditions that reproduce the problem. It just happens from time to time, without a
defined pattern.
These random 79:04 can have two different types of root causes:
• Memory leaks: before a program is executed, it allocates the memory it will need. After the
execution is complete, the allocated memory is freed to be used by other programs. If the allocation
or the release of the memory are not properly programmed, every time the program is executed
some memory will be incorrectly labeled (either as used or as free). This is known as a memory leak.
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