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HP LaserJet 8000, 8100, and 8150 MFP Printer - Digital Sender Module, General Troubleshooting Tips

Introduction

This document provides general troubleshooting information for the HP Digital Sender Module. It addresses general troubleshooting, issues related to e-mail/fax and the Send icon, and general software troubleshooting.

If you have other troubleshooting issues not outlined in this document, try the following troubleshooting resources:

  • Event log messages: The event log is a record of the startup procedure for the HP Digital Sender Module.

  • Activity log messages: The activity log is a record of the HP Digital Sender Module software usage and is usually the best tool for troubleshooting. It contains warning, error, and fatal messages that can help you resolve your problems.

  • Address book manager:

    NOTE: As a general rule for all problems, check the control panel, event log, and activity log for relevant messages. You can find an explanation of these messages in the Administrator’s Guide.

    The HP Digital Sender Module has multiple add-on purchasable services. References to these add-on purchases do not imply that customers have purchased them and have access to them.

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General troubleshooting

Use the tables below to solve common problems encountered while using the HP Digital Sender Module.

Problem
Actions
Image quality is poor.
Check the quality of the original document.
Ensure the digital copy module scanning components (the automatic document feeder and the flatbed glass) are clean. If they are dirty, clean with a dry, soft cloth.
Choose Settings on the digital copy control panel. Ensure the default resolutions meet your needs. (Quality mode: Text or Photo; Resolution: Standard or Fine.)
Note: Default settings for quality mode can be se in the HP Digital Sender Module Configuration Utility.
HP Digital Sender Module is sending items very slowly.
You might have selected a quality setting that transforms the document into a large file, which sends slowly (for example Fine Photo). To facilitate the sending process, choose a different setting (for example, Standard Text).
The envelope on the control panel display is flashing.
No action is required. The flashing envelope on the control panel display of the MFP indicates digital sending is in progress.
You have configured an MFP for digital sending using the HP Configuration Utility, but digital sending does not appear to work.
Turn the MFP and Copy Module off, and then back on again.
Ensure that copy module firmware has not been downloaded via a .pjl file through a command prompt or an .mfw file via HP Resource Manager.
If firmware has been downloaded, then re-download it using the HP Configuration Utility.
You have replaced a printer component, and digital sending does not appear to work.
If the engine serial number of the MFP has changed (because, for example, a printer component has been replaced), the MFP must be re-initialized.
Unable to determine how long the Digital Copy Module waits for the Digital Sender Service to respond before it gives up.
After pressing the Send button the first time, approximately 10 seconds elapse it times out. A retry occurs only if you press the SEND button again.
Unable to determine what ports are in use.
The Digital Copy Module communicates with the Digital Sender Service with Jetsend protocol via port 1782. Port 1782 is unique for Jetsend protocol. You cannot telnet to port 1782. The Digital Sender Service communicates with the SMTP server with SMTP protocol via port 25. You can telnet to port 25.
The MFP loses power partially during digital sending.
Any partial job information stored on the hard disk will be automatically deleted by SSA when it reboots.
Problem
Description
Actions
Due to network problem, a previously scanned document was not received.
Once the document has been completely scanned, its contents will be held within the MFP until a successful connection to the HP Digital Sender Module is made.
Once the document leaves the HP Digital Sender Module, subsequent delivery errors will be reported by the SMTP gateways.
The MFP will retry connecting to the HP Digital Sender Module every (X) seconds. (This default can be set in the HP Configuration Utility.) Once communication is re-established, processing will complete. If the MFP loses power, the document will be retained on the hard disk. However, until the HP Digital Sender Module is contacted, new jobs will not be accepted.
Transmission error e-mails occurring after the document has been sent to the SMTP server will be sent to the address shown in the From field of the original message. If the administrator does not allow user-provided From addresses, error messages will be e-mailed to the administrator-configured e-mail address.
An error indicating that the job failed is reported at the control panel.
If there is insufficient space to hold the scanned document on the hard disk of the MFP, the scanning operation is aborted.
Disk space is consumed by private jobs, held jobs, and e-mails that have not yet been transmitted to the HP Digital Sender Module. HP Resource Manager can be used to examine the contents of the disk to determine disk contents. Jobs waiting for e-mail transmission are stored on the disk. Note: Deleting files on the hard disk of the MFP may cause unpredictable behavior, such as lost e-mail messages without sender notification.

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E-mail and fax issues

Use the following tables to solve e-mail and fax issues.

Problem
Actions
An e-mail transmission you sent did not arrive at the destination e-mail address.
If you typed the e-mail address at the control panel, ensure you typed it correctly.
The job might have been lost because of an internal problem. Pending jobs are sometimes lost when this happens. Resend the e-mail message.
Ensure the e-mail server is running. To do this, click the Test button on the E-mail Settings tab in the HP Configuration Utility.
Verify that the HP Digital Sender Module software e-mail configuration is correct by sending a test e-mail message to yourself. (Refer to the Administrator’s Guide for additional information.)
Check the “returned mail” message (if one was received) for the reason the e-mail message was not delivered. If the attachment was too big to transmit, raise the maximum e-mail message size that your e-mail server accepts (see the documentation for that server).
SMTP server is verified, but the scanned job hangs at the Digital Sender Service.
1. The SMTP server stops operating after verification (for example, someone turns off the SMTP server in the middle of the sending process). -Or- 2. SMTP server hard disk is full.
Unable to determine how long the Digital Sender Service waits for the SMTP server before it gives up.
The service will never give up. As long as a job is in the queue waiting to be sent, the Digital Sender Service will continually ping the SMTP server every two minutes (multiple requests) until it becomes available. Once it is available, the e-mail is processed.
HP Digital Sender Module, Image Pipeline, or MIME encoder generates an error while processing an e-mail.
HP Digital Sender Module will generate an e-mail message to the sender, indicating that an unrecoverable error has occurred.
Problem
Description
Action
While addressing, the MFP no longer auto-completes e-mail addresses.
  • The address book is corrupt, or it was deleted.

  • The address was in the local cache, but was removed when a recently typed address caused the cache to overflow, and the oldest address was removed.

  • Using the ABM, reload the address book in the MFP.

  • Consider adding commonly used addresses to the global address book.

The From address cannot be entered.
  • The administrator has chosen to configure a hard-coded From address for this MFP.

  • Authentication has been enabled for this MFP.

  • The MFP must be reconfigured to enable typing a From address.

  • Turn authentication off for this MFP.

Digital Sender Service Provider (DSSP) loses contact between the initial contact and when it tries to send the job.
The HP Digital Sender Module server goes down, a network problem occurs, or Jetsend refuses the connection.
The job is held by the Scanner Service Agent (SSA) and retries periodically until it eventually times out, causing the job to fail.
An invalid e-mail address was used in the From field.
If the e-mail is actually delivered, the recipient will be unable to reply to the message. If the e-mail bounces, an error message will not be delivered.
Resend the message using a valid address in the From field.
One or more addresses in the To field are invalid.
SMTP will validate e-mail addresses only if they reside on the local SMTP gateway. Otherwise, a gateway further down the pipeline will perform validation. Before a document is scanned, the HP Digital Sender Module will verify with the local SMTP gateway that at least one e-mail address is valid. If not, scanning will not begin.
The HP Digital Sender Module will generate error e-mails to the sender when it detects an “unknown user” error from SMTP. Other SMTP servers will be responsible for generating error e-mail messages if addresses are later found to be invalid.
HP Digital Sender Module loses contact with the SMTP server.
Before the scanning process begins, the HP Digital Sender Module contacts the SMTP gateway to ensure it is available. If it is not available, the job will not proceed.
If it subsequently loses contact, the HP Digital Sender Module will periodically retry the connection. After a fixed period of time, it will place an error message in the activity log.

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Send icon issues

Problem
Description
Action
Unable to determine whether communication occurred between the Copy Module, the Digital Sender Service, and the SMTP server.
  • Press the Send button on the Copy Module. If it communicates with the Digital Sender Service, you will receive the screen allowing addresses to be entered. If it does not establish communication with the Digital Sender Service, you will receive an error indicating “Digital Sender Service Unavailable.”

  • While entering the address(es), the Digital Sender Service is attempting to communicate with the SMTP server via SMTP protocol. If the Service establishes communication with the SMTP server, when you press the Send button again, the job is sent and the Copy Module goes back to Ready to Copy. If the Service did not establish communication with the SMTP server, when the you press the Send button again, a “Digital Sender Error” will appear.

The Send icon does not appear on MFP control panel.
Either the firmware of the MFP has not been updated for the HP Digital Sender Module or the update failed.
  • Verify that the ROFFs of the SSA and DSSP are on the hard disk of the MFP.

  • Manually turn both the MFP and Copy Module off, and then back on.

The Send icon appears on the control panel, but is grayed out.
  • The HP Digital Sender Module software is not installed.

  • The HP Digital Sender Module server is not running.

  • The HP Digital Sender Module has not been configured to service this MFP.

  • Contact has been lost between the MFP and the HP Digital Sender Module software.

  • The MFP does not have the correct IP address for the HP Digital Sender Module.

  • Install the HP Digital Sender Module software.

  • Restart the HP Digital Sender Module software using the Services icon found in the Control Panel program group on the computer.

  • Open the HP Digital Sender Module HP Configuration Utility and verify that the MFP has been licensed. To configure an MFP using the HP Configuration Utility, the MFP must appear in the Printers folder.

  • Determine whether there is a network failure between the HP Digital Sender Module software and the MFP. Try sending a print job to the MFP (or using Web Jetadmin to inquire about its status) from the computer running the HP Digital Sender Module software.

  • Verify the IP address of the HP Digital Sender Module on the About screen of the MFP, and then reconfigure the MFP using the HP Configuration Utility, if necessary.

The Send icon is selectable on the control panel, but it says that it cannot contact the HP Digital Sender Module.
  • The HP Digital Sender Module software is not installed.

  • Contact has been lost between the MFP and the HP Digital Sender Module.

  • Install the HP Digital Sender Module software.

  • Determine whether a network failure has occurred between the HP Digital Sender Module and the MFP. Try sending a print job to the MFP (or using Web Jetadmin to inquire about its status) from the computer running HP Digital Sender Module software.

Unable to determine the purpose of the “Test Server” function in the Configuration Utility.
Choosing “Test Server” in the Configuration Utility performs the same function as pressing the Send button on the Digital Copy Module.

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General software troubleshooting

Use the table below to solve common problems encountered while using the software. The HP Digital Sender Module software does not display messages for these types of problems.

Problem
Actions
The ABM or HP Digital Sender Module software is running very slowly.
  • There may be too many programs running on the computer. Try closing open programs that you are not using. Also, try restarting the computer.

  • Run the ABM and HP Digital Sender Module software on the same Microsoft (R) Windows NT/Windows 2000 computer.

  • There might not be enough free space on the hard disk of the computer. Free up space on your computer by removing unneeded files.

  • Data on the hard disk of your computer may be fragmented. Run Disk Defragmenter. Click Start, Programs, Accessories, System Tools, and then click Disk Defragmenter. You may need to install a disk defragmenter tool on your Windows NT/Windows 2000 computer. For more information, see the Windows documentation.

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