HP Laserjet Boot Error

HP LaserJet, Color LaserJet and LaserJet
MFP Products - Boot Hang / Boot Progress

Indicator (BPI) Troubleshooting
Overview
IMPORTANT! - Troubleshooting All Supported LaserJets
Supported Products
Stage 1 - Description and General Troubleshooting
Product Specific Troubleshooting Table
Escalation Procedure
Overview
With new Firmware released ( see Supported Products table ), many HP LaserJets now
feature a six-stage boot progress indicator on the control panel during boot-up.
The boot progress indicator divides the boot process into different stages and phases.
Use this document to troubleshoot boot hangs in the various stages and phases on the
supported products only.
top
IMPORTANT! - Troubleshooting All Supported LaserJets

The following General troubleshooting offers suggestions for hangs during the boot process
of each stage. Please remember that there could always be more than one issue or solution to
the below listed tables. When troubleshooting please keep an open mind and gather as much
info as possible. While booting, each process that initiates/starts may continue to run in the
background. These background processes could possibly still interfere during the boot
process and cause a false result when trying to troubleshoot.
When specific issues are discovered on specific devices they will be added to the Product
Specific Trouble Shooting section. Look here first for your issue. If it is not found,
continue with the general troubleshooting in the below sections.
If the below troubleshooting steps (general or product specific) do not resolve the issue,
do not guess on parts! Instead elevate the case to Level 3 following your normal process.
This is the only way Technical Marketing will have visibility to the issue and can
improve this document with additional troubleshooting and parts recommendations.
top
Supported Products
These products now support the six stage boot process indicator beginning with the Firmware
version listed:
Multi Function
Product
Firmware Version First Implemented
CM6030 MFP
52.050.6
CM6040 MFP
52.050.6
M9050 MFP
51.050.6
CM4730 MFP
50.080.6
CM3530 MFP
53.011.2
DS9250c
48.090.7
M3027 MFP
48.100.6
M5025 MFP
48.100.6
M4345 MFP
48.100.6
M3035 MFP
48.100.6
M5035 MFP
48.100.6
Single Function
Product
P4015
04.060.1
CP6015
04.050.1
CP3505
03.060.1
P3005
02.080.1
CLJ4700
46.120.1
CP4005
46.120.1
Multi Function
Product
CM6030 MFP
52.050.6
CM6040 MFP
52.050.6
CLJ5550
07.130.3
CP3525
06.040.1
P3015
07.040.3
CP4525
07.020.3
CP4025
07.020.3
top

Description: Power-on - This is the first stage in which RAM is located and tested. It is
marked with a 1/6 on the control panel (see image below).
Figure 1: Stage 1
Troubleshooting Stage 1 Boot Hangs

Stag
e
Phas
e
N/A
Possible Reasons
for the Hang
Possible Solutions
Capture following
information for case
notes and Level 3
escalations
If LED's Blink:
1.
2.
No/bad RAM
or DIMM or
CF/NAND.
Corrupted
Boot Loader
Image.
1.
2.
Remove
RAM/DIMM/CF and
reseat.
1.
Did LEDS's
blink?
2.
Did Control
Panel backlight
turn ON ?
3.
CP showed
memory count
in progress?
4.
Is Formatter
LED(Heart
Replace the
formatter.
If LED's Dont Blink:

1.
Remove
RAM/DIMM/CF and
reseat.

Stag
e
Phas
e
Possible Reasons
for the Hang
Possible Solutions
Capture following
notes and Level 3
escalations
Beat) blinking?
2.
3.
4.
N/A
5.
Is Network
Cable
attached?
6.
Is Network
Card External?
Replace the
Compact Flash with
new image if
supported.
7.
Any USB
devices
attached?
Replace the
formatter.
8.
Any External
EIO Hard Disk
attached?
9.
Engine making
usual noises?
1.
Did LEDS's
blink?
2.
Did Control
Panel back
light turn ON ?
3.
CP showed
memory count
in progress?
4.
Is Formatter
LED (Heart
Beat) blinking?
5.
Is Network
Cable
attached?
6.
Is Network
Card External?
7.
Any USB
devices
attached?
8.
Any External
EIO Hard Disk
Remove the
formatter and try
reseating it.
Printer Internal Drivers If RFU Inflate Error is

and/or OS not loaded shown on Control Panel:
successfully.
1. Clear All RFU Errors
from BootLoader
menu
2.
Power Cycle.
3.
Perform an RFU via

USB cable.
4.
If Compact Flash is
supported (ex: LJ
CM4730 MFP)
replace CF with new
Image.
5.
Replace the
formatter.

Stag
e
Phas
e
Possible Reasons
for the Hang
Possible Solutions
Capture following
notes and Level 3
escalations
attached?
9.
Engine making
usual noises?
top

Description: Operating system loads - In the second stage, different drivers are installed. At
the end of the stage, the operating system is up and running (see image below).
Figure 2: Stage 2

Stag
e
Phas
e
N/A
Possible Reasons for

the Hang
1.
Incompatible
network traffic.
2.
Issue with
JDI/Formatter.
3.
Issue with
external
JetDirect card.
Possible Solutions
If external JetDirect Card is

installed:
1.
Unplug network
cable.
2.
Power Cycle.
3.
If device comes to
Ready , upgrade FW
and try again
attached to the
network. If device,
again, does not boot,
continue with Step
#4.
Capture following
notes and/ or Level
3 escalation
1.
Is Network
Cable
attached?
2.
Any USB
devices
attached?
3.
Any External
EIO Hard
Disk
attached?
4.
What is the
BPI stage
displayed on

Stag
e
Phas
e

the Hang
Possible Solutions
4.
Connect printers LAN

cable to a laptop
instead of the
network. This
isolates the JD card
from network traffic.
5.
If device comes to
Ready , escalate the
call so the network
traffic can be
analyzed. Do not
replace the formatter
board or JetDirect
card.
6.
If the device still does

not come to Ready
when connected to a
laptop: power off,
remove the JetDirect
card, and power on.
7.
If the device comes

to Ready , replace
the external JetDirect
card.
8.
If the device does not

come to Ready ,
board.
If Internal JDI:
1.
Unplug network
cable.
2.
Power Cycle.
3.
If device comes to
Ready , upgrade FW
and try again
attached to the
network. If device,
continue with Step
#4.
4.

cable to a laptop
instead of the
Capture following
notes and/ or Level
3 escalation
the Control
Panel?

Stag
e
Phas
e

the Hang
Possible Solutions
Capture following
notes and/ or Level
3 escalation
network. This
5.
If device comes to
call so the network
traffic can be
analyzed. Do not
board.
6.

not come to Ready
when connected to a
laptop, disable JDI
and power cycle.
7.
If the device comes

to Ready , replace
the formatter board.
Alternatively, a
JetDirect card (620n
or 635n) can be used
instead of the
Embedded JetDirect
(JDI).
8.

come to Ready ,
board.
top

Description: Firmware and JetDirect Check - This stage checks for a firmware and checks
the status of the JetDirect Interface (JDI) (see image below).
Figure 3: Stage 3

Stag
e
Phas
e
N/A

the Hang
1.
2.
3.
Incompatible
network traffic.
Possible Solutions
If external JetDirect Card is

installed:
1.
Unplug network
cable.
2.
Power Cycle.
3.
If device comes to
Ready , upgrade FW
and try again
attached to the
network. If device,
continue with Step
#4.
Issue with
JDI/Formatter.
Issue with
external
JetDirect card.
4.

cable to a laptop
instead of the
network. This
5.
If device comes to
call so the network
traffic can be
analyzed. Do not
board or JetDirect
card.
6.

not come to ready
when connected to a
laptop: power off,
remove the JetDirect
card, and power on.
7.
If the device comes

to Ready , replace
the external JetDirect
Capture following
notes and/ or Level
3 escalation
1.
Is Network
Cable
attached?
2.
Any USB
devices
attached?
3.
Any External
EIO Hard
Disk
attached?
4.
What is the
BPI stage
displayed on
the Control
Panel?

Stag
e
Phas
e

the Hang
Possible Solutions
card.
8.

come to Ready ,
board.
If Internal JDI:
1.
Unplug network
cable.
2.
Power Cycle.
3.
If device comes to
Ready , upgrade FW
and try again
attached to the
network. If device,
continue with Step
#4.
4.

cable to a laptop
instead of the
network. This
5.
If device comes to
call so the network
traffic can be
analyzed. Do not
board.
6.

not come to Ready
when connected to a
laptop, disable JDI
and power cycle.
7.
If the device comes

to Ready , replace
the formatter board.
Alternatively, a
JetDirect card (620n
or 635n) can be used
instead of the
Embedded JetDirect
Capture following
notes and/ or Level
3 escalation

Stag
e
Phas
e

the Hang
Possible Solutions
Capture following
notes and/ or Level
3 escalation
(JDI).
8.

come to Ready ,
board.
top

Description: File Systems Check - The OS file systems check utility (FSCK) verifies the
different file systems as they load. The number of file systems loaded varies depending on
system configuration. At the introduction of the boot progress indicator feature, three file
systems represented by the letters A, B, and C on the control panel loaded as part of this
stage (see image below). When each phase completes, its specific letter highlights or is
displayed to indicate the corresponding actions are complete.
Stage 4 Phases:
A: Hard Disk
B: Nand Flash and USB0, USB1, USB2, and USB3 Initialized
C: RAM0, Firmware Disk Initialized
Figure 4: Stage 4

Stag
e
Phas
e
Possible Reasons for the

Hang
Possible Solutions
Capture following
notes and/ or Level 3
escalation
If the hang remains

for more than 30
minutes:
1.
1.
Issue with Hard Disk.
2.
NOTE: File system

check may take 1030 minutes.
A
B
C
2.
3.
Issue with NAND

Flash, USB0,
USB1,USB2, USB3,
RAM0.
Issue with
RAM0,Firmware
Disk.
3.
4.
5.
Remove all
USB
devices and
Power
Cycle.
1.
Is Network
Cable attached?
2.
Any USB
devices
attached?
3.
Remove
External
Hard Disk
and Power
Cycle.
Any External
EIO Hard Disk
attached?
4.
What is the BPI

stage displayed
on the Control
Panel?
Initialize
Hard Disk
and Power
Cycle.
5.
What Phase is
displayed on the
Control Panel?
Remove
Internal
Hard Disk
and Power
Cycle.
Remove
Network
Cable and
Power
Cycle.
top

Description: Process and Component Initialization and Startup - During stage 5,
different processes in the firmware load. Each firmware process is represented by a different
letter on the control panel (see image below). When each phase completes (there are six of
them), its specific letter highlights or is displayed to indicate the corresponding actions are
complete.
Stage 5 Phases:
A: Copy Processor Board - CPB Initialization Completed
B: JDI Completed
C: Service Manager Started
D: LJ.exe Started
E: ChaiVm Started
F: Copy Send Application - CSA Initialized
Figure 5: Stage 5

Stage
5
Phas
e
A
B
C
D
E
F
Possible Reasons
for the Hang
1.
2.
3.
Possible Solutions
If JetDirect Card is
CPB issues installed:
(MFP only).
1. Remove
JetDirect Card.
Issue with
ChaiVM.
2. Power Cycle.
File System
issues.
If Internal JDI:
1.
Remove
Network Cable
and Power
Cycle.
2.
Remove all USB

devices and
Power Cycle.
3.
Remove Internal
Hard Disk and
Power Cycle.
4.
Remove
External Hard
Disk and Power
Cycle.
5.
Attempt a Hard
Capture following
information for case notes
and/ or Level 3 escalation
1.
Is Network Cable
attached?
2.
Any USB devices

attached?
3.
Any External EIO

Hard Disk attached?
4.
What is the BPI stage

displayed on the
Control Panel?
5.
What Phase is
displayed on the
Control Panel?

Stage
Phas
e
Possible Reasons
for the Hang
Possible Solutions
Capture following
Disk Initialize.
6.
Attempt a
NVRAM
Initialize.
7.
Attempt a
Skipping Disk
Load .
top

Description: Process and Component Initialization and Startup During the sixth stage,
different components continue to initialize, each component represented by a different letter
on the control panel (see image below). When each phase completes (there are six of them),
its specific letter highlights or is displayed to indicate the corresponding actions are complete.
Stage 6 Phases:
A: Error Manager Initialization Completed
B: State Machine Completed
C: Device Attributes Manager - DAM Initialization Completed
D: System Variables Manager - SVM Initialization Completed
E: File System - FS Initialization Completed
F: DSSP Initialization Completed
Figure 6: Stage 6

Stage
Phas
e
Possible Reasons
for the Hang
Possible Solutions
Capture following
If JetDirect Card is
installed:
1.
Remove
JetDirect Card.
2.
Power Cycle.
If Internal JDI:
1.
A
B
C
D
E
F
1.
CPB Issues
(MFP only).
2.
Issue with
ChaiVM.
3.
File System
Issues.
2.
3.
4.
Remove
Network Cable
and Power
Cycle.
Remove all USB
devices and
Power Cycle.
Remove Internal
Hard Disk and
Power Cycle.
Remove
External Hard
Disk and Power
Cycle.
5.
Attempt a Hard
Disk Initialize.
6.
Attempt a
NVRAM
Initialize.
7.
Attempt a
Skipping Disk
Load .
1.
Is Network Cable
attached?
2.
Any USB devices

attached?
3.
Any External EIO

Hard Disk attached?
4.
What is the BPI stage

displayed on the
Control Panel?
5.
What Phase is
displayed on the
Control Panel?
top
Product Specific Troubleshooting Table

The following troubleshooting steps offer suggestions for hangs during the boot process
of each stage for some specific products. Please remember that there could always be
more than one issue or solution to the below listed tables. When troubleshooting please
keep an open mind and gather as much info as possible. While booting each process that
initiates/starts may continue to run in the background. These background processes
could possibly still interfere during the boot process and cause a false result when trying
to troubleshoot.
NOTE: Products will appear in the table below as issues arise.
For ALL other issues please us the troubleshooting at the beginning of the document FOR
ALL LASERJETS.
HP Color LaserJet CP3525
Stage
Phase
Troubleshooting Steps
A
B
C
D
E
6
Several cases reported where a Full NVRam Init has resolved this hang.

ALL LASERJETS.
HP Color LaserJet CM3530 MFP
Stag
e
Phas
e
n/a
More troubleshooting information will be added later.
n/a
The control panel hangs, but EWS indicates that the product is ready and jobs
will print.
NOTE: The display progresses through Stage 2, and then hangs with just the
HP logo displayed.
Replace the control-panel assembly.
n/a
More troubleshooting information will be added later.
A
4
B
C
A
B
Reseat the formatter.
Scanner communications error
Check the cables: At the top of the ICB, reseat the USB and PCI-e
HP Color LaserJet CM3530 MFP

Stag
e
Phas
e
cables. Also reseat PCI-e at the SCB (see Additional Troubleshooting

below).
Replace the SCB.
D
E
F
A
Hard disk drive (HDD) communications (error?)
Try a DISKINIT.
Reseat the HDD cable connections at the HDD and at the formatter.
Replace the HDD.

NOTE: Early versions of FW will not boot without an HDD. This was
fixed with FW version 53.011.2.
B Restoring
NOTE: This is a normal indication of the Save /Restore feature executing after
a formatter replacement. The MFP will then reboot to Ready .
C
D
E
Try disconnecting the network connection and see if the MFP boots to Ready .
Network issues have caused hangs at 6E.

ALL LASERJETS.
HP Color LaserJet CM6040/CM6030 MFP
Stag
e
Phas
e
n/a
n/a
n/a
HP Color LaserJet CM6040/CM6030 MFP

Stag
e
Phas
e
A
4
B
C
A
B
C
D
E
F
A
NVRAM - Read/Write issues may cause a delay or hang. Upgrade to
201005XXXXXX.
B
Printer is trying to Read and Write NVRAM values during other

initialization.
Priority interrupts may cause a crash.
6
C
We have seen CPE 10.2 (52.081.2) to help with hangs in this area.
D
E
Try disconnecting the network connection and see if the MFP boots to Ready .
Network issues have caused hangs at 6E.
Upgrade to CPE 10.2 - 52.081.2

ALL LASERJETS.
HP Color LaserJet M5025/M5035 MFP
Stag
e
Phas
e
C
D
Case has been seen where customers hard disk was causing hang. Remove
internal hard disk and power cycle printer. If printer comes to Ready, replace the
hard disk.
HP Color LaserJet M5025/M5035 MFP

Stag
e
Phas
e
E
F
top
Escalation Procedure
If the provided troubleshooting steps (general or product specific) do not resolve the issue, do
not guess on parts! Instead elevate the case to Level 3 following your normal process. This is
the only way Technical Marketing will have visibility to the issue and can improve this
document with additional troubleshooting and parts recommendations.
top

HP Laserjet Boot Error

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HP Laserjet Boot Error

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HP LaserJet, Color LaserJet and LaserJet

MFP Products - Boot Hang / Boot Progress

IMPORTANT! - Troubleshooting All Supported LaserJets

Firmware Version First Implemented

Firmware Version First Implemented

Firmware Version First Implemented

Stage 1 - Description and General Troubleshooting

Troubleshooting Stage 1 Boot Hangs

If LED's Dont Blink:

Troubleshooting Stage 1 Boot Hangs

Printer Internal Drivers If RFU Inflate Error is

Perform an RFU via

Troubleshooting Stage 1 Boot Hangs

Stage 2 - Description and General Troubleshooting

Troubleshooting Stage 2 Boot Hangs

Possible Reasons for

If external JetDirect Card is

Troubleshooting Stage 2 Boot Hangs

Possible Reasons for

Connect printers LAN

If the device still does

If the device comes

If the device does not

Connect printers LAN

Troubleshooting Stage 2 Boot Hangs

Possible Reasons for

If the device still does

If the device comes

If the device does not

Stage 3 - Description and General Troubleshooting

Troubleshooting Stage 3 Boot Hangs

Possible Reasons for

If external JetDirect Card is

Connect printers LAN

If the device still does

If the device comes

Troubleshooting Stage 3 Boot Hangs

Possible Reasons for

If the device does not

Connect printers LAN

If the device still does

If the device comes

Troubleshooting Stage 3 Boot Hangs

Possible Reasons for

If the device does not

Stage 4 - Description and General Troubleshooting

B: Nand Flash and USB0, USB1, USB2, and USB3 Initialized

C: RAM0, Firmware Disk Initialized

Troubleshooting Stage 4 Boot Hangs

Possible Reasons for the

If the hang remains

Issue with Hard Disk.

NOTE: File system

Issue with NAND

What is the BPI

Stage 5 - Description and General Troubleshooting

A: Copy Processor Board - CPB Initialization Completed

C: Service Manager Started

F: Copy Send Application - CSA Initialized

Troubleshooting Stage 5 Boot Hangs

Remove all USB

Any USB devices