FrancaV

asked Apr 25, 2011 at 4:30pm
Hp HP Color LaserJet 2840

HP Color LaserJet 2840 won't print

Hi, all,

We have a new and perplexing problem with our HP Color LaserJet 2840. We have called our regular LaserJet technician but he won't be here for three more days!

I have searched the forum but so far have not found this identical problem. I will keep trying searches but the info here is vast, so would appreciate any help you can provide in the meantime.

This printer was working fine yesterday. Today it will not print from any of our computers.

Some details:

Printer is networked.

Copier works.

Prints directly via USB, although a strange error message showed up that said the document was "too complex". In spite of that error message, however, the document proceeded to print correctly.

Our computers are desktop, laptop and netbook. Desktop running Win XP Pro, other computers running Windows 7. None will print to computer via network.

Tested network cable elsewhere in office, it is working fine; green light is lit when it is plugged into printer.

Network is working. We can copy files between computers, share and print to other printers, and connect to the internet. The only thing on the network that is not functioning properly is the HP 2840.

We have unplugged and replugged the ethernet hub and powered down and rebooted EVERYTHING multiple times.

I have tried nearly all of the standard troubleshooting advice I could find. The only thing I have not yet done is uninstall/reinstall the printer from the originial CD. Given that all of our computers and their installation processes were so different it doesn't make sense to me that they would all suddenly cease to communicate with the printer due to an installation issue. But if you can explain to me how that could be I guess I could locate the original CD and try an uninstall/reinstall.

We are leary of attempting anything too technical ourselves. Primarily we would like to know whether or not we have a repair issue for the technician or something else going on. All advice greatly appreciated! Thank you!

Franca
A few more things: no error message of any kind appears on the printer itself. The documents do not appear to get that far.

The standard "This document failed to print" error shows up on every computer within a second or three of trying to send the job to the printer.

We have cancelled all pending documents on every computer so it is not a corrupt print job in the queue gumming up the works.
by FrancaV on Apr 25, 2011 at 4:39pm Add comment
Did you try to ping the ip address of the printer. In other words from the menu on the printer, print a config page which should produce a second page with network settings. Make sure the ip address is correct as sometimes they get changed. If the address is correct go to one of the pc's and make sure you can ping the address from a dos prompt on that computer.
by dmzcompute on Apr 25, 2011 at 5:31pm Add comment
Thanks for your reply!

I don't know how to tell if the address in the report is correct for the printer or not. If it isn't correct, how could it could possibly have changed between yesterday morning and this morning? And if somehow it is incorrect, how do I find out what it *should* be and fix it? As far as I know the IP address was determined automatically by the printer when it was set up.

I did ping the address that showed up on the printer's Network Configuration report and posted the results in another message. It seemed like a successful ping to me but honestly I don't know what to look for. And it may not be much use anyway if the IP address printed on the report is wrong. Feeling out of my depth here.... - FrancaV
Apologies for messing up the threads. Don't know how to tidy them up!

Thank you for chiming in! No, I have not tried pinging the IP address of the printer. Stupid question time: I have the printout with the IP address on it, but how do I know if the IP address printed here is correct?
by FrancaV on Apr 25, 2011 at 5:39pm Add comment
Without knowing whether or not the IP address listed on the Network Configuration page is actually correct, I pinged it from my computer and this is what I got (not sure if there is a security risk posting specific IP addresses so I've xed it):

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\\Documents and Settings\\Franca>ping xxx.xxx.x.xxx

Pinging xxx.xxx.x.xxx with 32 bytes of data:

Reply from xxx.xxx.x.xxx: bytes=32 time<1ms TTL=255
Reply from xxx.xxx.x.xxx: bytes=32 time<1ms TTL=255
Reply from xxx.xxx.x.xxx: bytes=32 time<1ms TTL=255
Reply from xxx.xxx.x.xxx: bytes=32 time<1ms TTL=255

Ping statistics for xxx.xxx.x.xxx:
Packets: Sent = 4, Received = 4, Lost = 0 (0\% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

C:\\Documents and Settings\\Franca>

This looks like a successful ping, yes?
by FrancaV on Apr 25, 2011 at 6:02pm Add comment
It looks like the IP addresses on 2840 & PC are different.
You have to change one of them to get the same IP addresses between both of them.
You can just change one 2840 or many of another computers.

- healthup
Sorry, I see I've been putting my replies in the wrong place but I don't know how to fix it after the fact.

Thanks for your reply. I'm confused. What makes it look like the IP addresses are different? Sorry, I know very little about IP addresses. Are you saying that different devices on the network are supposed to have identical IP addresses? Every digit of a printer's IP address should match the computer's IP address? And why would the printer's IP address be different today than it was yesterday?
by FrancaV on Apr 25, 2011 at 9:48pm Add comment
Thanks for your reply. I'm confused. What makes it look like the IP addresses are different? Sorry, I know very little about IP addresses. Are you saying that different devices on the network are supposed to have identical IP addresses? Every digit of a printer's IP address should match the computer's IP address? And why would the printer's IP address be different today than it was yesterday?
by FrancaV on Apr 25, 2011 at 9:54pm Add comment
The IP addresses at 2840 and computers to ptint to should be the same.
You already have 2840's IP in hand which you ping to.
Now you have to check the IP in computers where they print to is the same as 2840's.

Right click mouse on printer 2840 -> properties -> connected port -> Arrangement connected port

Now you can see if they are the same IP , if not change one of them ,it's easier to change one 2840's.


I'm in Taiwan we use Chinese edion Windows ,sorry for my poor English.
by healthup on Apr 25, 2011 at 11:42pm Add comment
Thank you for your continued help. Your English is fine!

Under Printer Properties>Ports>Configure Port... all I see for the 2840 is this:

Port Name: HPColorLaserJet2840
Printer Name or IP Address: NPI25381B
Protocol_____
x Raw LPR
Raw settings_____
Port Number: 9100

I can find nothing showing an IP address anywhere in Printer Properties.
by FrancaV on Apr 26, 2011 at 12:50am Add comment
The Network Configuration page should has the same Printer Name or IP Address: NPI25381B.

But you can reinput exactly the same IP address such as 192.168.0.66 which shown on the Network Configuration page ,then print again. It should work.
by healthup on Apr 26, 2011 at 2:35am Add comment
I had to get some real work done and couldn't spend any time on the printer yesterday, but today I input the IP address instead of the printer name in that field in Printer Properties as you suggested and it worked! Thank you so much!!! - FrancaV
It is networked, but prints through USB? Wireless router?
USB 1.0 or 2.0? PCL or postscript? Update the firmware even if same. Open a browser and put in the IP, print test pages.
by unknown on Apr 27, 2011 at 7:56am Add comment
Thanks, Michael - healthup's suggestion fixed the problem. I don't know how the printer's IP address could have changed overnight but when I typed it into printer properties for the 2840 on all of our computers they were able to find the printer again and print to it. So glad I found this forum!

Franca - FrancaV