A 49 error indicates that the print processor (formatter) could not understand or execute an instruction within a file or cannot interface with an accessory, DIMM, or EIO device. Troubleshooting and resolving communication related issues such as 49 errors or the printer will not print is a process of elimination. This involves first determining if the printer functions properly in a stand-alone mode then testing communications to the printer and also testing application functionality.
These errors can be divided up into two categories; the associated troubleshooting depends on the circumstance the 49 errors are occurring.
NOTE: A 49 error is always followed by a Hex code, for instance, 49.00FF. The Hex code is a memory address. Most Hex codes are not documented.
The most common causes are software/network related. Some basic problems that can cause these errors are file specific issues, network connections, driver settings, or operating system related issues. Upgrading the printer firmware to the latest version should be performed, if possible, as part of the normal troubleshooting process, print a configuration page and check the current firmware version on the printer. Then go to the Hewlett-Packard web site for the latest firmware available and check it against the latest version to determine if the printer firmware needs to be upgraded.
A hardware issue can also cause some less common 49 errors. If the customer is getting 49 errors, ask if they have recently installed an accessory. A 49 error can occur if either the printer has a newer revision of firmware than the accessories or if the accessories have a newer firmware than the printer.
Communication issues with the Jetdirect card can appear to be hardware based. Many times upgrading the firmware on the Jetdirect card can resolve the communication related problems.
The following sections are divided into software/network and hardware troubleshooting after first determining which path to follow. The software section is first as the most common causes of 49 errors are software related. Use the information in the following note to determine which troubleshooting path to follow.
NOTE: Many software related 49 errors are ambiguous and may be difficult or impossible to recreate in a testing environment. Due to this fact, solutions or workarounds may not be possible for all software generated 49 errors. It is relatively simple to determine if the issue is software related by isolating the printer form the network and/or PC connection and power-cycling the printer. If the printer returns to a READY state when isolated, perform the software troubleshooting steps. If the printer still errors even when isolated, then proceed to the hardware troubleshooting steps.
CAUTION: Agents - All hardware and software troubleshooting should be performed prior to sending out service. Consult with a TSE, if necessary, to verify that the proper troubleshooting steps have been performed and that a service call is warranted.
The following scenarios are intended to identify specific conditions that cause 49 errors, or provide several setting adjustments that may eliminate the error message.
(for example, Windows, UNIX Mainframe) or application