HP TSSG Digital Sender Module Administrator's Guide Bpl08153
User Manual: HP HP Digital Sender Module - Administrator's Guide
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HP Digital Sender Module Administrator’s Guide HP Digital Sender Module Guide d’assistance et de service technique Copyright© 2000 Hewlett-Packard Co. English HP Digital Sender Module Administrator’s Guide ________ Copyright Information Warranty Trademark credits © Copyright Hewlett-Packard Company 2000 The information contained in this document is subject to change without notice. Adobe is a trademark of Adobe Systems Incorporated which may be registered in certain jurisdictions. All rights reserved. Reproduction, adaptation, or translation without prior written permission is prohibited, except as allowed under copyright laws. First Edition, July 2000 Hewlett-Packard makes no warranty of any kind with respect to this information. HEWLETT-PACKARD SPECIFICALLY DISCLAIMS THE IMPLIED WARRANTY OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Hewlett-Packard shall not be liable for any direct, indirect, incidental, consequential, or other damage alleged in connection with the furnishing or use of this information. NOTICE TO U.S. GOVERNMENT USERS: RESTRICTED RIGHTS COMMERCIAL COMPUTER SOFTWARE: “Use, duplication, or disclosure by the Government is subject to restrictions as set forth in subparagraph (c) (1) (ii) of the Rights in Technical Data Clause at DFARS 52.227-7013.” Material scanned by this product may be protected by governmental laws and other regulations, such as copyright laws. The customer is solely responsible for complying with all such laws and regulations. Hewlett-Packard Company 11311 Chinden Boulevard Boise, Idaho 83714 U.S.A. Microsoft, Windows, and Windows NT are U.S. registered trademarks of Microsoft Corporation. Pentium is a U.S. registered product of Intel Corporation. All other products mentioned herein may be trademarks of their respective companies. Contents 1 The HP Digital Sender Module Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Architectural overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Environments and protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Network operating systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Client operating systems (ABM only) . . . . . . . . . . . . . . . . . . . . . 8 Novell NetWare support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 E-mail distribution services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Fax distribution services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 2 Administrating Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HP Digital Sender Module setup. . . . . . . . . . . . . . . . . . . . . . . . HP Digital Sender Module tasks . . . . . . . . . . . . . . . . . . . . . . . . Controlling notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with address books . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the LDAP export tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the activity log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To view the activity log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 14 15 19 20 21 22 22 3 Troubleshooting Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sources for information about problems . . . . . . . . . . . . . . . . . . . . . Troubleshooting the HP Digital Sender Module . . . . . . . . . . . . . . . General HP Digital Sender Module Troubleshooting . . . . . . . . Checking the address book database. . . . . . . . . . . . . . . . . . . . Event log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Control panel messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting network problems . . . . . . . . . . . . . . . . . . . . . . . . . General network troubleshooting . . . . . . . . . . . . . . . . . . . . . . . E-mail service troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . Fax service troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . Activity log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General software troubleshooting . . . . . . . . . . . . . . . . . . . . . . . HP Address Book Manager messages . . . . . . . . . . . . . . . . . . . EN 25 26 27 27 32 33 37 40 40 40 40 41 55 55 56 3 4 Warranty information Hewlett-Packard limited warranty statement . . . . . . . . . . . . . . . . . 61 Index 4 EN 1 The HP Digital Sender Module Introduction The HP Digital Sender Module is a software application that enables HP Multi-Functional Peripherals (MFPs) to send scanned documents directly to electronic mailboxes (e-mail) or to fax destinations, transforming paper-based information into digital images that can be shared, stored, or edited. Documents are initially scanned at the MFP then transmitted to a network-connected PC where the HP Digital Sender Module software is installed. This saves users from having to create an electronic copy of a hard-copy document. The HP Digital Sender Module can also be set up to require user authentication, ensuring that only authorized persons use the Digital Sending features of the MFP. At the MFP control panel, users can EN ● Select Scan to E-mail or Scan to Fax. ● Input To:/From:/CC:/Subject: information using a soft keyboard on the control panel. Users can also control duplex scanning, paper size, and e-mail attachment format from the control panel. ● Select names from an address book(s) the network administrator has downloaded. Introduction 5 The HP Digital Sender Module software ● Manages the simultaneous transmission of scanned images from multiple MFPs on the network ● Performs any image decompression, page decomposition, and image format conversion necessary to transmit the document as an e-mail attachment or fax ● Adds addressing information ● Encodes the message ● Communicates with an SMTP server that a network administrator has configured ● Maintains each address book and transmits a copy to every licensed MFP 6 Chapter 1 - The HP Digital Sender Module EN Architectural overview A flow chart of the HP Digital Sender module components is included below: Scanner Module MFP Firmware NT/2000 Workstation Administrator/ Client PC -Installer -Configuration Utility -Address Book Manager -LDAP Export Tool LAN fax Server SMTP Gateway The HP Digital Sender Module firmware components include: ● Control panel firmware: manages the user interface and general job control ● Copy processor firmware: generates the desired data file formats ● Scanner Service Agent ● Digital Service Provider (JetSend) The HP Digital Sender Module software components include: EN ● Job Management/E-mail Server ● Image Pipeline (IP) ● Multipurpose Internet Mail Extensions (MIME) encoder ● Simple Mail Transfer Protocol (SMTP) ● Installer ● HP Configuration Utility: Once the software is installed, the user configures the HP Digital Sender Module software using this utility. The software cannot be used until it has been configured. ● Address Book Manager: The Network Administrator can use this software to set up address books. ● LDAP Export Tool: Used to update address books from an LDAP server automatically Architectural overview 7 Environments and protocols Network operating systems The HP Digital Sender Module is directly connected to TCP/IP networks via a Windows NT® /Windows® 2000 server or workstation. It operates independently within the network operating environments listed below: Note ● Windows 2000/Windows NT 4.0 (or higher) workstation or server (TCP/IP only) ● Fast Ethernet 100Base-TX, Ethernet 10Base-T, or 10Base-2 (BNC) Ethernet connections are provided by the HP JetDirect Print Server that comes installed in the HP MFP. Client operating systems (ABM only) The following client operating systems are supported: ● Windows NT 4.0 (or higher) PC (TCP/IP only) ● Windows 2000 (TCP/IP only) ● Windows 9x (TCP/IP only) The HP Digital Sender Module works with the Microsoft TCP/IP protocol provided as part of these operating systems. Note The ABM may not run correctly on some early versions of Windows 95. An updated Common Control Library is needed and can be obtained by running 50comupd.exe, which is included with the Digital Sender Module CD, or by installing Microsoft Internet Explorer 4.0 (or higher). 8 Chapter 1 - The HP Digital Sender Module EN Novell NetWare support In order to support access to Novell NetWare resources, the HP Digital Sender Module requires Note EN ● Novell NetWare version 3.12, 3.2, 4.11, 4.2 or 5 running on the Novell NetWare server and ● Novell NetWare Client version 4.6 (or greater) running on the Windows NT/Windows 2000 PC running the HP Digital Sender Module software. HP recommends that Novell print queues are not used as the print path for HP Digital Sender-enabled MFPs. Instead, HP recommends that you use a JetDirect IP connection. Environments and protocols 9 E-mail distribution services The HP Digital Sender Module can send MIME-compliant e-mail messages to Internet addresses. It uses SMTP-MIME to deliver these messages. SMTP is independent of the network operating system on which your e-mail server is running. E-mail addresses are selected at the MFP control panel. Users can specify e-mail destinations by: ● selecting e-mail addresses from the address book loaded at the MFP. ● typing e-mail addresses manually The document that you scan at the HP Digital Sender becomes an attachment to your e-mail message. The attachment can be sent as one of the following file types: ● Portable Document Format (.PDF) ● Tagged Image File Format (.TIF) ● Multipage Tagged Image File Format (.TIF) Portable Document Format (.pdf) is the file format most often used for the attachmentsand gives recipients the ability to both view and print the e-mail attachment. You can obtain a free copy of the Adobe® Acrobat® Reader from the Adobe Systems, Incorporated Website (http://www.adobe.com). If the attachment contains several pages and is sent using the Tagged Image File Format, the e-mail will have one attachment for each page. This file format will generate single-page attachments and may be used for scanning invoices for electronic archival, for example. Using multiple pages allows the user to send multiple page images as one file attachment. Note Sending pages as photo quality and in either Tagged Image File Format may result in attachments that cannot be read in some applications. You can view .TIF files using the Windows Imaging application. This application can be found under the Programs, Accessories menu. If your SMTP size limit is exceeded, the e-mail will be distributed as multiple e-mail attachments. This is based on the limit selected on the SMTP server page in the HP Configuration Utility. See page 14 for more information. 10 Chapter 1 - The HP Digital Sender Module EN Fax distribution services Users can send faxes directly from the MFP. To support this service, a LAN fax product and a shared folder for the fax workarea are required. Users can specify fax destinations at the control panel in two ways: Note ● Type fax numbers manually. ● Select fax numbers from the address book loaded at the MFP. The same document can be sent to multiple fax numbers. Document can be sent to the LAN fax server in one of the following file types: ● Tagged Image Format (.TIF) ● Multiple page Tagged Image Format (.TIF) ● Printer Control Language 5 (PCL5) (uncompressed) ● PCL5 (packbits) Select these formats in the HP Configuration Utility. EN Fax distribution services 11 12 Chapter 1 - The HP Digital Sender Module EN 2 Administrating Introduction System administrators can use a variety of tools to monitor and control the HP Digital Sender Module. The following is a list of tools and their functions that can be used by the system administrator to maintain the HP Digital Sender Module: EN ● HP Address Book Manager (ABM) Used to maintain public address books and view the activity log messages ● HP Configuration Utility Used to configure the HP Digital Sender Module software ● Windows NT/Windows 2000 Event Viewer Used to view the event log messages. To use the Windows NT/ Windows 2000 Event Viewer click on Start, Programs, Administrative Tools, and Event Viewer ● LDAP Export Tool Used to update address books from an LDAP server automatically Introduction 13 HP Digital Sender Module setup Before the HP Digital Sender Module can be used, some settings in the HP Configuration Utility need to be set. The following table lists the activities necessary for setting up the HP Digital Sender Module. See the online help for more information regarding the HP Configuration Utility. Note To support HP Digital Sender Module features, the MFP must appear in the Windows Printers folder. To add an MFP to the Printers folder, select Add Printers in the Windows control panel. HP Digital Sender setup activity Add licenses In the HP Configuration Utility, Use the License tab to enter new licenses. Licenses are required to enable HP Digital Sender Module features on an MFP. E-mail service setup activities Set the SMTP server location In the HP Configuration Utility, select the E-mail Settings tab and click Add to add a new SMTP server. Set the document size generated In the HP Configuration Utility, select the E-mail Settings tab. When you add or edit an SMTP server, use the Maximum File Size drop down menu to indicate the maximum file size allowed by the HP Digital Sender Module. This value should not exceed the size limit allowed by your SMTP server. Note: If you specify multiple SMTP servers with different maximum file size settings, the HP Digital Sender Module software will always use the smallest of these settings, regardless of which server is being used. Fax service setup activities Set Faxing Method In the HP Configuration Utility, select the Fax Settings tab. Select the method you will use for sending a fax. Currently, only LAN fax is supported. 14 Chapter 2 - Administrating EN LAN fax service setup activities Set product name In the HP Configuration Utility, select the Fax Settings tab. Select the LAN fax vendor using the drop-down menu. Set common folder In the HP Configuration Utility, select the Fax Settings tab. Enter the folder that will be used as a common, working folder for communication between the LAN fax Server software and the HP Digital Sender Module software. Set login properties In the HP Configuration Utility, select the Fax Settings tab. Click Login Properties and select the network type (Microsoft NTLM, Novell NDS, or Novell Bindery). Set user log on settings In the HP Configuration Utility, select the Fax Settings tab. Click Login Properties. Enter (or select) username, password, domain, NDS tree, and NDS context, as necessary. Set fax format In the HP Configuration Utility, select the Fax Settings tab. Click the Advanced button to set the file format. This setting depends on the LAN fax vendor’s capabilities, and you may not be able to configure this setting. Set transmission options In the HP Configuration Utility, select the Fax Settings tab. Click the Advanced button to set the transmission options. Select maximum speed, number of retries, and the interval (in minutes) between retries. You can also enable or disable error correction mode. HP Digital Sender Module tasks The following tables list some common HP Digital Sender Module tasks and where you can accomplish the tasks. Shutdown and restart activities Shut the Digital Sender Module down Stop the HP Digital Sender Module software using the Service icon found in the Control Panel Programs group. Restart the Digital Sender Module Stop and start the HP Digital Sender Module software using the Service icon found in the Control Panel Programs group. EN Introduction 15 Security activities Change ABM password administrator In the ABM, select the Digital Sender menu/Security Address book activities Maintain the e-mail address In the ABM, select Main menu/Public Email book Maintain the e-mail distribution lists address book In the ABM, select Main menu/Public Distribution Lists Maintain the fax address book In the ABM, select Main menu/Public Fax Maintain the fax distribution In the ABM, select Main menu/Public Fax Distribution Lists lists address book Import addresses from another program In the ABM, select Tools menu/Address Book Import Check address books Shutdown and restart Windows NT/Windows 2000 PC and use the ABM activity log to check the results. Clear address books In the ABM, select Edit menu/Clear Address Books E-mail service activities Destinations in the public e-mail address book In the ABM, select Main menu/Public Email Change Enable/Disable Send-to-E-mail Feature In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to E-mail tab/Disabled or Licensed Change default e-mail attachment format In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to E-mail tab/Advanced button/File Format 16 Chapter 2 - Administrating EN E-mail service activities Change default subject In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to E-mail tab/Default subject Change default message and default message language In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to E-mail tab/Advanced button/Message Text Change default resolution In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to E-mail tab/Advanced button/Resolution Change default file format In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to E-mail tab/Advanced button/File Format Change default From address In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to E-mail tab/Default ‘From:’ Address Fax service activities Destinations in the public fax address book In the ABM, select the Main menu/Public Fax Change Enable/Disable Send-to-Fax Feature In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to Fax tab/Disabled or Licensed Change notification default action In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to Fax tab/No notification or Print notification report at the MFP Change notification report language In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to Fax tab/Notification Report Language Change fax quality In the HP Configuration Utility, select the Configure Features tab/ Configure button Send to Fax tab/ Resolution Change billing code In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to Fax tab/Billing Code Destinations in the public fax address book In the HP Configuration Utility, select the Configure Features tab/ Configure button/Send to Fax tab/Disabled or Licensed EN Introduction 17 Reset activities Reset address books Delete all database files on Windows PC and restart the Windows PC1 1 In a Typical Installation database files can be found in C:\Program Files\Hewlett-Packard\HP Digital Sender Module\db subdirectory Miscellaneous activities Use the activity log Tools menu/View Log Change default document size In the HP Configuration Utility, select the Configure Features tab/ Configure button/MFP Settings tab/Document Size Change default document type In the HP Configuration Utility, select the Configure Features tab/ Configure button/MFP Settings tab/Document Type Set two-sided (duplexed) document In the HP Configuration Utility, select the Configure Features tab/ Configure button/MFP Settings tab/2-Sided Document 18 Chapter 2 - Administrating EN Controlling notifications The HP Digital Sender Module software notifies administrators of events in two ways: EN ● Activity log entries The activity log is a record of the HP Digital Sender Module and system activities. See “Activity log messages” on page 41 for a list and description of entries. See “Using the activity log” on page 22 for information on how to access the activity log. ● E-mail messages The administrator can choose to receive e-mail messages for specific events that occur—for example, a critical error has occurred. Controlling notifications 19 Working with address books When you log in to the HP Address Book Manager the main window lists the following: ● Public E-mail Contains e-mail addresses available to any user. Only the administrator can change information in this address book. ● Public Distribution Lists Contains predefined groups of e-mail addresses available to any user. Only the administrator can change information in this address book. ● Public Fax Contains fax destinations available to any user. Only the administrator can change information in this address book. ● Public Fax Distribution Lists Contains predefined groups of fax destinations available to any user. Only the administrator can change information in this address book. For more information about creating, adding, or deleting address books, see the ABM online help. 20 Chapter 2 - Administrating EN Using the LDAP export tool The LDAP Export Tool is a Microsoft Windows Console program used to export addresses from an LDAP server. The addresses are saved to an HPB file. This file can be imported into the HP Digital Sender Module software using the ABM. Because exporting from a large LDAP server can take a significant amount of time, HP recommends that the LDAP export tool be used as part of a batch configuration job. This administrative tool, as well as information that documents the tool, can be found in the Utilities\LDAPExport directory where the HP Digital Sender Module software was installed. EN Using the LDAP export tool 21 Using the activity log The activity log is an important tool for monitoring all HP Digital Sender Module activities. System events are recorded on the Administrator activity log. Other activities are recorded on the Guest activity log. Up to 1,000 entries are stored in the activity log, new events overwrite the oldest events. See “Activity log messages” on page 41 for a list and explanation of the messages. Events recorded in the activity log ● shutdown and restart ● success or failure of an activity ● deletion of address book contents ● firmware downloads ● system errors ● results from send-to-e-mail job ● results from send-to-fax job Information recorded about each event ● date ● time ● description of event ● severity of event (normal, warning, error, fatal) To view the activity log 1 Start the ABM. 2 On the Tools menu, click View Log. 3 Choose ADMINISTRATOR or GUEST activity log. 4 You can keep the activity viewer open while you work on your computer. To close it, on the File menu, click Exit. 22 Chapter 2 - Administrating EN To use the activity log The activity viewer shows information about the messages arranged in columns. You can sort the messages by the type of information (for example, by severity in order to list all fatal messages first). To do this, click the top of the column containing that information. The status bar at the bottom of the viewer shows how many messages are in the log for each type of message. Using the activity log To do this Perform this action Print the log On the File menu, click Print. Copy the log You can copy all or parts of the log to the Windows Clipboard and then paste it into another program (such as Microsoft Excel). The program you paste the log into must accept tab-delimited files. Select the portion of the log you want to copy. On the Edit menu, click Copy to place the information on the Clipboard. Save the log On the File menu, click Save As. Name the file using your preferred format, choose a folder, and click OK. Clear the log Clearing the log is useful if you are troubleshooting problems. Once you clear the log, entries reflect only current conditions. Clearing the log is also useful when you have made major configuration changes. On the Edit menu, click Clear. Refresh the log If you have left the log open while you have been working, you might need to refresh the log to see the most current information. On the Edit menu, click Refresh. EN Using the activity log 23 24 Chapter 2 - Administrating EN 3 Troubleshooting Introduction This chapter is your guide for resolving problems that might occur while you are using the HP Digital Sender Module. The chapter is divided into the following sections: ● sources for information about problems (page 26) ● troubleshooting the HP Digital Sender Module software (includes a list and explanation of control panel messages) (page 27) ● event log messages (page 33) ● activity log messages (page 41) ● troubleshooting the software (includes lists and explanations of messages from each program) (page 55) Typically, messages appear on the control panel of the MFP’s copy module, in the event log of the Windows NT/Windows 2000 PC, or in the activity log of the Address Book Manager (ABM). These messages usually require some action before sending can continue. All messages are listed in this chapter, along with recommended actions. EN Introduction 25 Sources for information about problems Sources for information about problems Source Description Activity log The activity log is a record of the HP Digital Sender Module software usage and is probably your best tool for troubleshooting. It contains messages (warning, error, or fatal) that can help you resolve problems. See “Activity log messages” on page 41 for a list of messages and recommended actions. These messages can be viewed using the Address Book Manager’s Activity Log. To view the Activity Log, open the ABM and go to Tools, View Log, Admin or Guest. Event log The event log is a record of the startup procedure for the HP Digital Sender Module software running on the Windows NT/Windows 2000 PC. These messages can be viewed by clicking on the Event Viewer icon found in the Administrative Tools program group on the PC. See “Event log messages” on page 33 for a list of messages and recommended actions. Messages for programs Messages appear in the Address Book Manager when there are problems. See “HP Address Book Manager messages” on page 56 a list of these messages and recommended actions. 26 Chapter 3 - Troubleshooting EN Troubleshooting the HP Digital Sender Module General HP Digital Sender Module Troubleshooting Use the table below to solve common problems encountered while using the HP Digital Sender. Note As a general rule for all problems, check both the control panel, event log, and activity log for relevant messages. You can find an explanation of these messages under “Control panel messages” on page 37 “Event log messages” on page 33, and “Activity log messages” on page 41. General HP Digital Sender Module troubleshooting Problem Actions Image quality is poor. ● Make sure the scanning glass is clean. If the glass is dirty, clean it with a dry, soft cloth. ● Increase the default resolution using the Configuration Utility. HP Digital Sender Module is sending items very slowly. ● You might have selected a quality setting that is making the document into a large file that is sending slowly (for example Fine Photo). To speed up the sending process, try choosing a different setting (for example, Standard Text). ● No action is required. The flashing envelope on the MFP’s control The envelope on the panel display indicates digital sending is in progress. control panel display is flashing. You have just ● Turn the MFP and Copy Module off and then back on again. configured an MFP for digital sending using the HP Configuration Utility, but digital sending doesn’t appear to work. ● If the MFP’s engine serial number has changed (because, for You have replaced a printer component, and example, a printer component has been replaced), the MFP must digital sending doesn’t be re-initialized. appear to work. EN Troubleshooting the HP Digital Sender Module 27 General HP Digital Sender Module troubleshooting (continued) Problem Actions An e-mail transmission ● If you typed the e-mail address at the control panel, make sure you sent did not arrive you typed it correctly. at the destination e-mail ● The job might have been lost because of an internal problem. address. Pending jobs are sometimes lost when this happens. Resend the e-mail message. ● Make sure 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 “E-mail service troubleshooting” on page 40 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). A fax transmission you sent did not arrive at the fax destination. ● If you typed the fax number at the control panel, make sure 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 fax. ● Make sure that the HP Digital Sender Module software has network access to the work folder (common folder) set in the Fax settings tab in the HP Configuration Utility. Click the Verify Folder Access button on the Fax Settings tab. ● Check for a notification report at the MFP, if you have print notification selected. The following table lists some additional problems you may encounter while you are using the Digital Sender Module. It includes a description of the problem and the recommended actions. General HP Digital Sender Module troubleshooting Problem Description Action ● Verify that the Scanner Service The Send Icon does not Either the MFP’s firmware appear on MFP control has not been updated for Agent (SSA) and Digital Sender panel the HP Digital Sender Service Provider (DSSP) ROFF’s Module or the update failed are on the MFP’s hard disk. ● Manually turn both the printer and Copy Module off and then back on. 28 Chapter 3 - Troubleshooting EN General HP Digital Sender Module troubleshooting The Send Icon appears ● The HP Digital Sender on the control panel but Module software is not is grayed out 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 PC. ● Open the HP Digital Sender Module HP Configuration Utility and verify that the MFP has been licensed. In order 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 MFP. Try sending a print job to the MFP (or using Web JetAdmin to inquire its status) from the PC running the HP Digital Sender Module software. ● Verify the IP address of the HP Digital Sender Module on the MFP’s About screen and 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 ● Install the HP Digital Sender Module Module software is not installed. ● Contact has been lost between the MFP and the HP Digital Sender Module. software. ● Determine whether there is a network failure between the HP Digital Sender Module and MFP. Try sending a print job to the MFP (or using Web JetAdmin to inquire its status) from the PC running HP Digital Sender Module software. While addressing, the MFP no longer autocompletes e-mail addresses. ● The address book is EN ● Using the ABM, reload the address corrupt, or it was deleted. book in the MFP. ● The address was in the ● Consider adding commonly used local cache but was addresses to the global address removed when a recently book. typed address caused the cache to overflow, and the oldest address was removed. Troubleshooting the HP Digital Sender Module 29 General HP Digital Sender Module troubleshooting The From address cannot be entered. ● The administrator has ● The MFP must be reconfigured to chosen to configure a enable typing a From address. hard-coded From ● Turn authentication off for this MFP. address for this MFP. ● Authentication has been enabled for this MFP. Due to network ● Once the document has ● The MFP will retry connecting to the problem, a previously been completely HP Digital Sender Module every (X) scanned document was scanned, its contents will seconds. (This default can be set in not received. be held within the MFP the HP Configuration Utility.) Once until a successful communication is reestablished, connection to the HP processing will complete. If the MFP Digital Sender Module is loses power, the document will be made. retained on the hard disk. However, until the HP Digital Sender Module is ● Once the document contacted, new jobs will not be leaves the HP Digital accepted. Sender Module, ● Transmission error e-mails occurring subsequent delivery after the document has been sent to errors will be reported by the SMTP server will be sent to the the SMTP gateways. address shown in the From field of the original message. If the administrator does not allow userprovided 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 ● Disk space is consumed by private jobs, held jobs, and e-mails that to hold the scanned have not yet been transmitted to the document on the MFP’s HP Digital Sender Module. HP hard disk, the scanning Resource Manager can be used to operation is aborted. look at 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 MFP’s hard disk may cause unpredictable behavior, such as lost e-mail messages without sender notification. 30 Chapter 3 - Troubleshooting EN General HP Digital Sender Module troubleshooting DSSP loses contact between the initial contact and when it tries to send the job. The MFP loses power partially during digital sending. The user provides an invalid e-mail address in the From field. ● The job is held by SSA and retries The HP Digital Sender Module server goes down, a periodically until it eventually times network problem occurs, or out, causing the job to fail. for JetSend refuses the connection. ● Any partial job information stored on the hard disk will be automatically deleted by SSA when it reboots. ● Resend the message using a valid If the e-mail is actually address in the From field. delivered, the recipient will be unable to reply to the message. If the e-mail bounces, an error message will not be delivered. One or more addresses SMTP will validate e-mail ● The HP Digital Sender Module will in the To field are addresses only if they reside generate error e-mails to the sender invalid. on the local SMTP gateway. when it detects an “unknown user” Otherwise, a gateway error from SMTP. Other SMTP further down the pipeline will servers will be responsible for perform validation. Before a generating error e-mail messages if document is scanned, the addresses are later found to be HP Digital Sender Module invalid. will verify with the local SMTP gateway that at least one e-mail address is valid. If not, scanning will not begin. HP Digital Sender Module, Image Pipeline, or MIME encoder generates an error while processing an e-mail. HP Digital Sender Module loses contact with the SMTP server. EN ● HP Digital Sender Module will generate an e-mail message to the sender, indicating that an unrecoverable error has occurred. Before the scanning process ● If it subsequently loses contact, HP Digital Sender Module will begins, the HP Digital periodically retry the connection. Sender Module contacts the After a fixed period of time, it will SMTP gateway to ensure it place an error message in the is available. If it is not activity log. available, the job will not proceed. Troubleshooting the HP Digital Sender Module 31 Checking the address book database At any time, you can check the ABM database to correct problems and inconsistencies in the information. Perform the database check for the following reasons: ● The HP Digital Sender Module seems to be performing slowly for no apparent reason. ● The Windows NT/Windows 2000 PC running the HP Digital Sender Module software was inadvertently turned off during a critical operation (for example importing addresses). ● You detect inconsistencies between address books and distribution lists ● You are instructed to do so by troubleshooting steps. Notes about the procedure: ● Note Restart the Windows NT/Windows 2000 PC and then check the Administrator activity log in the ABM for results. If the check fails, the address book database is corrupt. Try resetting the address book by deleting the database files and restarting the Windows NT/Windows 2000 PC. If neither of these actions resolves the problem, contact your HP-authorized dealer. 32 Chapter 3 - Troubleshooting EN Event log messages The following table lists the messages generated by the HP Digital Sender Module software running on the Windows NT/Windows 2000 PC. The cause of the message and recommended actions are also listed in the table. These messages can be viewed by clicking on the Event Viewer icon found in the Administrative Tools program group on the Windows NT/ Windows 2000 PC. Event log messages Message Description Action HP Digital Sender Module 2.0 The HP Digital Sender Module ● Restart the HP Digital - Started with Warnings Sender Module software software running on the PC using the Services icon was unable to start due to HP Digital Sender Module 2.0 missing files or memory found in the Control Panel - Aborted program group on the PC. limitations. ● Reboot the PC. HP Digital Sender Module 2.0 ● Uninstall and reinstall the - Internal Initialization Failed HP Digital Sender Module software on the PC. HP Digital Sender Module 2.0 ● Add more memory to the - TCP/IP Initialization Failed PC. ● If the problem persists, HP Digital Sender Module 2.0 note the code and contact - IMSP Server Initialization your HP-authorized dealer. Failed HP Digital Sender Module 2.0 - Email Server Initialization Failed HP Digital Sender Module 2.0 - Log Server Initialization Failed HP Digital Sender Module 2.0 - Downloader Initialization Failed EN Troubleshooting the HP Digital Sender Module 33 Event log messages (continued) Message Description Action HP Digital Sender Module 2.0 The HP Digital Sender Module ● Restart the HP Digital - Job Manager Initialization Sender Module software software running on the PC Failed using the Services icon was unable to start due to found in the Control Panel missing files or memory HP Digital Sender Module 2.0 limitations. program group on the PC. - JetSend Initialization Failed ● Reboot the PC. ● Uninstall and reinstall the HP Digital Sender Module 2.0 HP Digital Sender Module - Timer Initialization Failed software on the PC. ● Add more memory to the HP Digital Sender Module 2.0 PC. - Error Server Initialization ● If the problem persists, Failed note the code and contact your HP-authorized dealer. HP Digital Sender Module 2.0 - Pipe Server Initialization Failed HP Digital Sender Module 2.0 - Unknown Error X, Internal (X, X,X) Mode X, Job ID X, Gravity X HP Digital Sender Module 2.0 Failure initializing address - Internal Error IMSP Server,0 books. 34 Chapter 3 - Troubleshooting ● Restart the HP Digital Sender Module software using the Services icon found in the Control Panel program group on the PC. ● Reset address books. ● If the problem persists, note the code and contact your HP-authorized dealer. EN Event log messages (continued) Message Description Action HP Digital Sender Module 2.0 Failure initializing address - Internal Error books. IMSP Server,50 through IMSP Server,56 ● Restart the HP Digital HP Digital Sender Module 2.0 Internal error in managing - Internal Error IMSP address books. Server,57 ● Restart the HP Digital HP Digital Sender Module 2.0 Unrecoverable problem with - Internal Error address books IMSP Server,58 through IMSP Server,59 ● Note the code and contact HP Digital Sender Module 2.0 Address book contents lost. - Internal Error IMSP Server,60 ● Restart the HP Digital Sender Module software using the Services icon found in the Control Panel program group on the PC. ● Check the address book database. ● Reset address books. ● If the problem persists, note the code and contact your HP-authorized dealer. Sender Module software using the Services icon found in the Control Panel program group on the PC. ● If the problem persists, note the code and contact your HP-authorized dealer. your HP-authorized dealer. Sender Module software using the Services icon found in the Control Panel program group on the PC. Re-import the addresses into the address books. HP Digital Sender Module 2.0 Failure loading address books. ● Restart the HP Digital Sender Module software - Internal Error using the Services icon IMSP Server,100 through found in the Control Panel IMSP Server,206 program group on the PC. ● If the problem persists, note the code and contact your HP-authorized dealer. EN Troubleshooting the HP Digital Sender Module 35 Event log messages (continued) Message Description Action HP Digital Sender Module 2.0 - Internal Error IMSP Server,300 through IMSP Server,304 ● Make sure all cabling is The network link to the address book is missing. This securely connected. indicates a possible problem ● Restart the HP Digital with the network connection. Sender Module software using the Services icon found in the Control Panel program group on the PC. ● If the problem persists, note the code and contact your HP-authorized dealer. HP Digital Sender Module 2.0 Address book hard drive (PC) ● Restart the HP Digital Sender Module software - Internal Error problem, HP JetSend problem, using the Services icon IMSP Server,400 through or other internal problem. found in the Control Panel IMSP Server,403 program group on the PC. ● If the problem persists, note the code and contact your HP-authorized dealer. HP Digital Sender Module 2.0 An internal problem accessing ● Restart the HP Digital Sender Module software. - Address Book Error address books has occurred. ● Perform a database check by shutting down and restarting the HP Digital Sender Module software. ● Reset address books. 36 Chapter 3 - Troubleshooting EN Control panel messages The following table lists the messages the MFP Copy Module’s control panel displays while you are using the Digital Sender Module, a description of the message, and the recommended actions. Control panel messages Message Description HP Digital Sender Module The MFP’s hard disk is Error: Hard disk full. full. Actions ● Try sending the job later. ● Use HP Web JetAdmin to delete unnecessary files from the HP MFP hard disk. HP Digital Sender Module The system was unable to ● Try sending the job later. Error: Insufficient obtain sufficient resources ● Turn the HP Digital Sender Module resources to process job. (RAM) to process the job. off and then back on. ● Try sending the job later. HP Digital Sender Module ● The Digital Sender Module was too busy ● In the HP Configuration Utility, select Error: Network session to handle the request. rejected. the Configure tab then select the ● The MFP’s engine MFP and click the Re-initialize serial number may button. have change (for ● If the problem persists, contact your example, a printer HP-authorized dealer. component may have been replaced). HP Digital Sender Module ● User authentication Error: The system could failed. not log you on. ● Make sure the authentication settings are configured properly in the HP Configuration Utility. ● Make sure the NT Domain server is running. ● Make sure the LDAP server is running. ● Make sure the user’s credentials were entered correctly. HP Digital Sender Module The system was unable to ● Try sending the job later. Error: Unable to close close the job configuration ● Verify write permissions on the configuration file. file. MFP’s hard disk to ensure they are compatible with the HP Digital Sender Module. ● If the problem persists, contact your HP-authorized dealer. EN Troubleshooting the HP Digital Sender Module 37 Control panel messages (continued) Message Description Actions HP Digital Sender Module The system was unable to ● Try sending the job later. Error: Unable to open open the job configuration ● Verify write permissions on the configuration file. file. MFP’s hard disk to ensure they are compatible with the HP Digital Sender Module software. ● If the problem persists, contact your HP-authorized dealer. HP Digital Sender Module The system was unable to ● Try sending the job later. Error: Unable to write write the job configuration ● Verify write permissions on the configuration file. file. MFP’s hard disk to ensure they are compatible with the HP Digital Sender Module. ● If the problem persists, contact your HP-authorized dealer. HP Digital Sender Module The MFP experienced an ● Try sending the item again. Error: Unexpected loss of unexpected loss of data. ● Turn the HP Digital Sender Module data off and then back on. ● If the problem persists, contact your HP-authorized dealer. HP Digital Sender Module The system received an Error: Unrecognizable unrecognizable command received. command. ● Turn the HP Digital Sender Module off and then back on. ● If the problem persists, contact your HP-authorized dealer. ● Try sending the job later. The Digital Sender Service is temporarily unable to accept more jobs. The Digital Sender Module software is currently processing the maximum number of active jobs allowed. The HP Digital Sender Module Service has not been installed ● Restart the HP Digital Sender The Send button on the Module. HP MFP control panel has been pressed, but the ● Contact your HP-authorized dealer Digital Sender Module for details regarding the HP Digital software has not been Sender Module software and installed. ordering information. The HP Digital Sender Module Service is configured incorrectly ● Restart the HP Digital Sender The HP Digital Sender Module. Module software’s current configuration prevented a ● Use the HP Configuration Utility to connection from being configure the HP Digital Sender established. properly. ● If the problem persists, contact your HP-authorized dealer. 38 Chapter 3 - Troubleshooting EN Control panel messages (continued) Message Description The HP Digital Sender Module Service is currently unavailable A connection could not be ● Try sending the job again established with the ● Restart the HP Digital Sender Digital Sender Module. Module. ● Use the HP Configuration Utility to configure the HP Digital Sender software properly. ● If the problem persists, contact your HP-authorized dealer. The HP Digital Sender Module Service is temporarily unable to send e-mail E-mail server could not contact SMTP server. There are currently no licensed Digital Sender services available The Digital Sender Module is unable to provide e-mail or fax services. EN Actions ● Verify SMTP server is running. ● Try sending the job later. ● If the problem persists, contact your HP-authorized dealer. ● Restart the HP Digital Sender Module. ● Use the HP Configuration Utility to verify that the license for the HP Digital Sender was entered correctly. ● If the problem persists, contact your HP-authorized dealer. Troubleshooting the HP Digital Sender Module 39 Troubleshooting network problems General network troubleshooting Use network management and monitoring software to troubleshoot general network problems. E-mail service troubleshooting The only way to see if data has been successfully transferred from the HP Digital Sender Module software to the e-mail server is to check the activity log (see “Using the activity log” on page 22). Fax service troubleshooting The only way to see if data has been successfully transferred from the HP Digital Sender Module software to the intended fax destination is to check the activity log (see “Using the activity log” on page 22). 40 Chapter 3 - Troubleshooting EN Activity log messages The icons shown below appear in the activity log to identify the type of message: normal Normal activity; no action required. warning The function completed partially. No action is required. For example, you sent an e-mail message, but one recipient could not be reached. error The function failed. Some action may be required. Generally, the HP Digital Sender Module can still be used for other functions. fatal A severe problem. This requires administrator intervention and possibly a call to your HP-authorized dealer. See “Using the activity log” on page 22 for information on how to view, save, copy, clear, and print the activity log. Activity Log Messages Message Description Actions 001/01 E-mail send report. Sender: name. Subject: subject. Status: Failed. The e-mail transmission was unsuccessful. You may have entered an incorrect e-mail address. ● Try the transmission again. ● Make sure all cabling is securely connected. ● If the problem persists, contact your HP-authorized dealer. EN Activity log messages 41 Activity Log Messages (continued) ● No action required. 001/02 E-mail send report. Sender: name. Subject: subject. Status: OK. Notification message only. Your e-mail transmission was successful. 001/03 E-mail send report. Sender: name. Subject: subject. Status: Image processing error. The e-mail transmission was ● Try the transmission again. unsuccessful. An internal error ● Restart the HP Digital occurred while the document Sender Module. was being processed. ● If the problem persists, contact your HP-authorized dealer. 003/00.) Document sent to the HP Digital Sender Service. Recipient(s): X Number: X # of receipt: X. # of pages: X. Result: OK. Code: X. Notification message only. A fax document was sent successfully to the LAN fax server. 003/01.) Document sent to the HP Digital Sender Service. Recipient(s): X Number: X # of receipt: X. # of pages: X. Result: Local disk access failure. Code: X. The HP Digital Sender Module ● Check the Event Log for disk errors. experienced an error accessing the local file ● Resend the document. system. ● No action required. 003/02.) Document sent to the The HP Digital Sender Module ● Configure the Log In properties in the HP HP Digital Sender Service. was not able to connect to the Configuration Utility Recipient(s): X Number: X # of fax server. correctly. receipt: X. # of pages: X. Result: Login fax daemon ● Resend the document. failure. Code: X 003/03.) Document sent to the The HP Digital Sender Module ● Configure the Log In HP Digital Sender Service. properties in the HP could not communicate with Recipient(s): X Number: X # of the fax server. Configuration Utility receipt: X. # of pages: X. correctly. Result: Failed. Open remote ● Resend the document. file failure. Code: X. 42 Chapter 3 - Troubleshooting EN Activity Log Messages (continued) 003/04.) Document sent to the The HP Digital Sender Module ● Configure the Log In HP Digital Sender Service. properties in the HP could not communicate with Recipient(s): X Number: X # of the fax server. Configuration Utility receipt: X. # of pages: X. correctly. Result: Failed. Write to remote ● Resend the document. file failure. Code: X. 003/05.) Document sent to the The HP Digital Sender Module ● Configure the Log In properties in the HP HP Digital Sender Service. is not communicating correctly Configuration Utility Recipient(s): X Number: X # of with the fax server. correctly. receipt: X. # of pages: X. Result: Failed. Close remote file failure. Code: X. 003/06.) Document sent to the The HP Digital Sender Module ● Configure the Log In properties in the HP HP Digital Sender Service. is not communicating correctly Configuration Utility Recipient(s): X Number: X # of with the fax server. correctly. receipt: X. # of pages: X. Result: Failed. Get fax workarea failure. Code: X. 003/07.) Document sent to the The HP Digital Sender Module ● Configure the Log In properties in the HP HP Digital Sender Service. is not communicating correctly Configuration Utility Recipient(s): X Number: X # of with the fax server. correctly. receipt: X. # of pages: X. Result: Failed. Missing fax workarea. Code: X. ● Resend the document. 003/08.) Document sent to the A fax could not be sent HP Digital Sender Service. because the HP Digital Sender ● If the problem persists, Recipient(s): X Number: X # of Module ran out of memory. restart the HP Digital receipt: X. # of pages: X. Sender Module. Result: Failed. Out of memory. Code: X. 003/09.) Document sent to the The HP Digital Sender Module ● Configure fax settings in the HP Configuration Utility. HP Digital Sender Service. is not communicating correctly Recipient(s): X Number: X # of with the LAN fax server. receipt: X. # of pages: X. Result: Failed. Fax driver configuration failure. Code: X. EN Activity log messages 43 Activity Log Messages (continued) 003/12.) Document sent to the The HP Digital Sender Module ● Reinstall the software. HP Digital Sender Service. Contact HP or download software needs to be updated. Recipient(s): X Number: X # of the software from the receipt: X. # of pages: X. Internet. Result: Failed. Invalid job descriptor. Code: X. 003/13.) Document sent to the The HP Digital Sender Module ● Resend the document. HP Digital Sender Service. experienced an error while the ● If the error persists, restart Recipient(s): X Number: X # of document was processed. the HP Digital Sender receipt: X. # of pages: X. Module. Result: Failed. Image processing error. Code: X. 004/00.) Fax transmission Notification message only. A result. Recipient(s): X. fax document was sent Number: X. Accounting: X. # successfully to one recipient. of pages: X. Result: successful transmission. ● No action required. 004/01.) Fax transmission result. Recipient(s): X. Number: X. Accounting: X. # of pages: X. Result: unsuccessful transmission. ● Verify that the number A fax document could not be sent to one recipient. 44 Chapter 3 - Troubleshooting entered is a valid fax destination. Check the LAN fax server’s log for details. EN Activity Log Messages (continued) ● If the LAN fax software you 004/02.) Fax transmission result. Recipient(s): X. Number: X. Accounting: X. # of pages: X. Result: missed notification. No notification was returned by the LAN fax server. 013/00 All Address Book cleared. Notification message only. The ● No action required. procedure for resetting address books was successful. 014/00 Public Email Address Book cleared. Notification message only. The Clear Address Book command in the ABM was successful. 015/00.) Public Fax Address Book cleared. Notification message only. The ● No action required. Clear Address Book command in the ABM was successful. 026/00 Address Book Import status: begin. ● No action required. Notification message only. The ABM is being used to import addresses into the HP Digital Sender Module. The HP Digital Sender Module is locked from use until the import has completed. EN are using does not support notification, you will not receive notification. However, if the LAN fax software does support notification, make sure you have configured the HP Digital Sender software correctly in the HP Configuration Utility. Refer to your LAN fax software documentation to find out if notification is supported. If not, select a different LAN fax software in the HP Configuration Utility and configure the Digital Sender software appropriately. ● No action required. Activity log messages 45 Activity Log Messages (continued) 026/01 Address Book Import status: end. ● No action required. Notification message only. The HP Digital Sender Module successfully completed the import. 026/02 Address Book Import status: interrupted. Code: code. The HP Digital Sender Module ● Try the import again. encountered an internal ● If the problem persists, problem during the import. note the code and contact your HP-authorized dealer. 027/00 Address Book Import report on entries. Added: number. Duplicated: number. Processed: number. Notification message only. The ● No action required. HP Digital Sender Module successfully imported the addresses. -OrSome addresses were not imported because they were duplicates. 028/00 Address Book Import report on entries. Deleted: number. Not found: number. Processed: number. Notification message only. -OrSome addresses were not deleted because they could not be found. 029/00 Address Book clear status: Public E-mail Address Book cleared. Notification message only. The ● No action required. Public e-mail address book was successfully cleared. 029/01 Address Book clear status: Public E-mail Address Book not found. The address book you are trying to clear cannot be accessed for some reason. 030/00 Address Book checking: begin. ● No action required. Notification message only. The HP Digital Sender Module has started an internal check of all address books and is locked from use until the check has been completed. 46 Chapter 3 - Troubleshooting ● No action required. ● Try the procedure again. ● If the problem persists, contact your HP-authorized dealer. EN Activity Log Messages (continued) 030/01 Address Book checking: completed with errors. ● No action required. The internal check of all address books has completed. Some problem entries were found and deleted. Message 031/00 indicates how many entries were cleared. 030/02 Address Book checking: completed without errors. Notification message only. The ● No action required. internal check of all address books completed without finding errors. 031/00 Address Book checking. # of cleared items: number. Notification message only. ● No action required. During an internal check of address books, the HP Digital Sender Module found the number of items reported in the message and deleted them. 032/00 Address Books checking terminated with a severe corruption indication. Problems in the address books prevented the internal check of address books from completing. 035/00 Network error during e-mail transmission. Code: code. The e-mail transmission failed ● Make sure all cabling is securely connected. because of a problem with the network. ● Make sure the e-mail server and SMTP service are running. ● Restart the HP Digital Sender Module. ● If the problem persists, note the code and contact your HP-authorized dealer. EN ● Reset address books. (See the table in “HP Digital Sender Module tasks” on page 15 for more information.) Activity log messages 47 Activity Log Messages (continued) 036/00 Network error during SMTP protocol negotiation. Code: code. The e-mail transmission failed ● Make sure all cabling is because of a problem in the securely connected. network. ● Make sure the e-mail server and SMTP service are running. ● Restart the HP Digital Sender Module. ● If the problem persists, note the code and contact your HP-authorized dealer. 037/00 E-mail not delivered to destination name. The e-mail message could not ● Check the accuracy of the e-mail address. be delivered to the named destination. The message was ● If the problem persists, successfully delivered to at contact your HP-authorized least one of the destinations in dealer. the message. There will be a similar message in the log for each destination that could not be reached. 038/00 The e-mail server rejected the ● Make sure the e-mail E-mail sender wasn’t accepted e-mail address in the address is correct. from the SMTP server. Name: message. ● Make sure the e-mail name. address is in SMTP e-mail format. ● If the problem persists, contact your HP-authorized dealer. 041/00 The SMTP server is not available. There is a problem with the e-mail server. ● Make sure all cabling is ● ● ● ● 48 Chapter 3 - Troubleshooting securely connected. Make sure the e-mail server is running. Restart the HP Digital Sender Module. If the problem persists, note the code and contact your HP-authorized dealer. Make sure the e-mail server address is correct in the HP Configuration Utility. EN Activity Log Messages (continued) ● No action required. 043/00 The SMTP server is now available. Notification message only. 046/00 The SMTP server didn’t accept the e-mail message because it was too big. ● Make sure that the SMTP The e-mail server could not server IP address matches accept the e-mail message the the IP address listed in the HP Digital Sender Module HP Configuration Utility. transmitted because it was too big. ● Increase the maximum e-mail message size that your e-mail server will accept (see the documentation for that server). 058/00 The default “From” e-mail address is not set. Cannot send e-mail messages if “From” field is not provided either at control panel or in registered user profile. A default FROM e-mail address is missing from the configuration. ● Make sure the default 066/00 Internal error (code) An internal error occurred while trying to process a job. ● Restart the HP Digital FROM e-mail address is entered correctly in the HP Configuration Utility. ● If the problem persists, contact your HP-authorized dealer Sender Module. ● If the problem persists, note the code and contact your HP-authorized dealer. 066/00 Internal error: Sender: name Subject: subject An internal error occurred while processing this job. ● Restart the HP Digital 066/00 Internal JetSend Receiver subsystem error (code). An internal error occurred while receiving data from the HP MFP. ● Restart the HP Digital EN Sender Module. ● If the problem persists, note the code and contact your HP-authorized dealer. Sender Module. ● If the problem persists, note the code and contact your HP-authorized dealer. Activity log messages 49 Activity Log Messages (continued) ● Restart the HP Digital 066/00 The JetSend Receiver An error occurred while the subsystem failed during JetSend subsystem was being Sender Module. initialization (code). initialized. ● If the problem persists, note the code and contact your HP-authorized dealer. 075/00 A disk file was not downloaded to the X printer. ● Start the PC print spooler A disk file has not been using the Services icon downloaded to the MFP’s hard found in the Control Panel disk. The workstation print program group on the PC. spooler may not be running. The MFP associated with this ● Add the MFP to the action may have been deleted Printers folder. from the Printers folder. 075/00 A disk file has been downloaded to the X printer. ● No action required. A disk file has been downloaded to the MFP’s hard disk. ● No action required. 075/01 The Address Book has The public address books been downloaded to the X have been downloaded to the printer. MFP’s hard disk. ● Start the PC print spooler 075/01 The Address Book was The public address books using the Services icon not downloaded to the X have not been downloaded to found in the Control Panel printer. the MFP’s hard disk. The program group on the PC. workstation print spooler may not be running. The MFP ● Add the MFP to the associated with this action Printers folder. may have been deleted from the Printers folder. 075/02 The JetSend address was not downloaded to the X printer. ● Start the PC print spooler The JetSend address of the using the Services icon PC has not been downloaded found in the Control Panel to the MFP’s hard disk. The program group on the PC. workstation print spooler may not be running. The MFP ● Add the MFP to the associated with this action Printers folder. may have been deleted from the Printers folder. 075/02 The JetSend address has been downloaded to the printer. The JetSend address of the PC has been downloaded to the MFP’s hard disk. 50 Chapter 3 - Troubleshooting ● No action required. EN Activity Log Messages (continued) 075/04 The directories were not created on the X printer. ● Start the PC print spooler The MFP’s disk directories have not been created on the using the Services icon MFP’s hard disk for the found in the Control Panel HP Digital Sender Module program group on the PC. firmware. The workstation ● Add the MFP to the print spooler may not be Printers folder. running. The MFP associated with this action may have been deleted from the Printers folder. 075/04 The directories have The MFP’s disk directories been created on the X printer. have been created on the MFP’s hard disk for the HP Digital Sender Module firmware. ● No action required. 075/05 The Copy Module was The HP Digital Sender Module ● Start the PC print spooler using the Services icon not downloaded to the X firmware has not been found in the Control Panel printer. downloaded to the MFP’s hard program group on the PC. disk. The workstation print spooler may not be running. ● Add the MFP to the The MFP associated with this Printers folder. action may have been deleted from the Printers folder. 075/05 The Copy Module has The HP Digital Sender Module ● No action required. been downloaded to the X firmware has been printer. downloaded to the printer’s hard disk. 075/08 The configuration file was not downloaded to the X printer. EN ● Start the PC print spooler The configuration file using the Services icon containing the default Send To found in the Control Panel e-mail setting has not been program group on the PC. downloaded to the MFP’s hard disk. The workstation print ● Add the MFP to the spooler may not be running. Printers folder. The MFP associated with this action may have been deleted from the Printers folder. Activity log messages 51 Activity Log Messages (continued) ● No action required. 075/08 The configuration file The configuration file has been downloaded to the X containing the default Send To printer. e-mail setting has been downloaded to the MFP’s hard disk. 075/09 The X printer was not power cycled. The HP MFP was not turned ● Turn the MFP off and then off and on following a back on. complete download of the ● Start the PC print spooler configuration and firmware using the Services icon files to the MFP’s hard disk. found in the Control Panel The workstation print spooler program group on the PC. may not be running. The MFP ● Add the MFP to the associated with this action Printers folder. may have been deleted from the Printers folder. 075/09 The X printer was power cycled. ● No action required. The HP MFP was turned off and on following a complete download of the configuration and firmware files to the printer’s hard disk. 075/10 The license file has been downloaded to the X printer. The license file has been ● No action required. downloaded to the MFP’s hard disk. 075/10 The license file was not The license file has not been ● Start the PC print spooler using the Services icon downloaded to the X printer. downloaded to the MFP’s hard found in the Control Panel disk. The workstation print program group on the PC. spooler may not be running. The MFP associated with this ● Add the MFP to the action may have been deleted Printers folder. from the Printers folder. 075/11.) The Copy Module was power cycled on the %s printer. Notification message only. The ● No action required. HP Digital Sender Module was restarted. 075/11.) The Copy Module was not power cycled on the %s printer. The HP Digital Sender Module ● Turn the HP Digital Sender Module off and on. software could not restart the Copy Module (scanner) on the ● Reinitialize the MFP using MFP. the Configuration Utility. 52 Chapter 3 - Troubleshooting EN Activity Log Messages (continued) 076/00.) There is not enough There is insufficient disk space ● Delete some files on your space on the disk. Insufficient on the drive where the HP disk drive. disk space to allow job. Digital Sender Module ● Install the HP Digital software is installed. Sender Module software on another disk drive. 077/00 Internal Email subsystem error (code) Sender: name Subject: subject An error occurred trying to send an e-mail. 077/00 Internal Email subsystem error (code). An error occurred trying to send an e-mail. ● Restart the HP Digital Sender Module software. ● If the problem persists, note the code and contact your HP-authorized dealer. ● Restart the HP Digital Sender Module software. ● If the problem persists, note the code and contact your HP-authorized dealer. 078/00 The Email subsystem shutdown during job delivery Sender: name Subject: subject The Digital Sender Module software was shutdown while sending this job. The Digital Monitor will try to resend the job when the service is restarted. 079/00 The JetSend Receiver An error occurred trying to subsystem failed to start. start the JetSend Receiver subsystem. ● No action required. ● Restart the HP Digital Sender Module software. ● If the problem persists, contact your HP-authorized dealer. 079/01 The Email subsystem failed to start. (code) An error occurred trying to start the e-mail subsystem. ● Restart the HP Digital Sender Module software. ● If the problem persists, contact your HP-authorized dealer. EN Activity log messages 53 Activity Log Messages (continued) 079/05 The Email subsystem failed during initialization. An error occurred while the e- ● Make sure the PC has mail subsystem was being enough memory. initialized. ● Restart the HP Digital Sender Module software. ● If the problem persists, contact your HP-authorized dealer. 080/00 Address Book error reading entry: X An entry was not found in the HP Digital Sender Module database. 081/00 Job retry error. Cannot An error occurred while read job information from the retrying a previously disk. uncompleted job. ● Use the Address Book Manager to make sure the database contains the correct addresses. ● Go to the Configuration Utility and reinitialize the installed devices. ● If the problem persists, contact your HP-authorized dealer. ● Make sure there are no disk errors. ● Restart the HP Digital Sender Module software. ● If the problem persists, contact your HP-authorized dealer. 081/01 Error writing job information to the disk. Cannot write job information to ● Make sure there are no disk errors. the PC hard disk. Incapable of retrying the job. ● Make sure the disk where the Digital Service Module is installed is not full ● Restart the HP Digital Sender Module software. ● If the problem persists, contact your HP-authorized dealer. 082/00 Firmware has not been The firmware on the MFP was ● Go to the Configuration Utility and reinitialize the upgraded on the X printer. not updated when the HP device Digital Sender Module was upgraded. 54 Chapter 3 - Troubleshooting EN Troubleshooting the software Troubleshooting procedures are divided into these sections: ● General software troubleshooting (page 55) ● HP Address Book Manager messages (page 56) 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. Usage problems Problem Actions The ABM or HP Digital ● There might be too many programs running on the computer. Try Sender Module closing open programs that you are not using. Also, try restarting software is running very the computer. slowly. ● Run the ABM and HP Digital Sender Module software on the same Windows NT/Windows 2000 PC. ● There might not be enough free space on your computer’s hard drive. Free up space on your computer by removing unneeded files. ● Data on your computer’s hard drive might 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 machine. For more information, see the Windows documentation. EN Troubleshooting the software 55 HP Address Book Manager messages The following table contains error messages that may appear when you are using the ABM, a description of the messages, and any appropriate actions to take. HP Address Book Manager messages Message Description Actions ABM has found a number of items greater than the maximum supported. Application may become unstable. The maximum number of items that the ABM can support has been exceeded. (For example, the maximum number of e-mail addresses allowed has been exceeded.) ● Clear the address book ABM internal error code. The ABM has experienced an ● Reset the ABM. internal error. ● Restart the HP Digital Sender Module software. ● If the problem persists, note the code and contact your HP-authorized dealer. Address Book locked. ● Try accessing the address Someone else is using the book again later. The address book you are trying to address book is already in access. use. An error occurred while initializing sockets. The application was unable to ● Make sure the computer allocate network resources. where ABM is running is connected to the network. ● Turn the computer off and then back on. Bind failed The ABM could not connect to ● Make sure the computer the directory server where the ABM is running is connected to the network, using a network command such as telnet. ● In the directory configuration, make sure all fields are filled correctly. 56 Chapter 3 - Troubleshooting that was being used when the message occurred (on the Edit menu, click Clear Address Books). ● Reset all address books. EN HP Address Book Manager messages (continued) Message Description Actions Failed to add the entry. During the procedure to import ● Remove some entries from e-mail addresses, the the selected address book addresses that were found to make room for new could not be added to the ABM entries. The limits for the because the selected address address books are as book is full. follows: Public Email: 200,000 Public Email Distribution Lists: 512 Public Fax: 2,040 Public Fax Distribution Lists: 512 In order to proceed, you have to provide information for all fields. During the procedure to import ● In the directory configuration, make sure all e-mail addresses, some of the fields are filled. See the fields in the directory online help for information configuration were not filled. on defining directories. Initialization failed. During the procedure to import ● In the directory e-mail addresses, the ABM configuration, make sure could not connect to the you typed the correct DNS server. name or IP address for the server you want. See the online help for information on defining directories. Network access failure. There is a problem connecting ● Close the ABM and then start it again. to the HP Digital Sender Module through the network. ● Restart the HP Digital Sender Module software. ● Verify that the name or IP address entered in the ABM of the PC running the HP Digital Sender Module software is correct. ● Check the address book database (see “Checking the address book database” on page 32). ● Make sure the computer where the ABM is running is connected to the network, using a network command such as telnet. ● If the problem persists, contact your HP-authorized dealer. EN Troubleshooting the software 57 HP Address Book Manager messages (continued) Message Description Actions No items have been selected. During the procedure to import ● Select an address and then e-mail addresses, you did not click Add. select an address before clicking Add. Search failed! No such object. During the procedure to import ● In the directory e-mail addresses, the configuration, make sure all directory configuration may fields are filled correctly. not be correctly specified. See the online help for information on defining directories. The password and the confirmation text does not match. Please enter them again. During the procedure to import ● In the directory configuration, retype the e-mail addresses, the password in both fields. password for the server that See the online help for was specified in the Password information on defining and Confirmation fields did not directories. match. The port number you have During the procedure to import ● In the directory configuration, check the entered is wrong. Please type e-mail addresses, you entered port number. “389” is the in a different value. an incorrect port number for default and the standard. the server that contains the See the online help for directory to be searched. information on defining directories. The search has failed. ● Retry the search. The directory server failed while processing your search. ● Restart the ABM. ● Upgrade your directory server to support advanced searches. Timeout expired. The directory server is not responding. 58 Chapter 3 - Troubleshooting ● Make sure the computer where the ABM is running is connected to the network, using a network command such as telnet. ● Narrow the search so that the directory server can carry out the command in the stipulated time. ● In the directory configuration, make sure all fields are filled correctly. EN HP Address Book Manager messages (continued) Message Description Actions Wrong Login Name or Password. An invalid login name or password was entered. ● Make sure that your You entered a wrong maximum of hits number. During the procedure to import ● Enter a smaller number. e-mail addresses, the number of maximum hits (results) you entered is more than the search can return. Your query has exceeded the size limit. During the procedure to import ● Narrow the search in the e-mail addresses, the search Directory search dialog found a greater number of box. Narrow the Name or entries that match the search E-mail address search criteria than allowed by the criteria to return fewer server. entries. (For example, search for “Smithson” instead of “Smith.”) See the online help for information on how to search a directory and import addresses. EN password is entered correctly. ● Make sure the login name is “ADMINISTRATOR.” Troubleshooting the software 59 60 Chapter 3 - Troubleshooting EN 4 Warranty information Hewlett-Packard limited warranty statement HP PRODUCT DURATION OF WARRANTY HP Digital Sender Module Service 90 days EN 1 HP warrants to you that the HP SOFTWARE PRODUCT will not fail to execute its programming instructions for 90 days after the date of purchase due to defects in material and workmanship when properly installed and used. If HP receives notice of such defects during the warranty period, HP will replace SOFTWARE PRODUCT media, which does not execute its programming instructions due to such defects. 2 HP does not warrant that the operation of HP products will be uninterrupted or error free. If HP is unable, within a reasonable time, to replace the SOFTWARE PRODUCT to a condition as warranted, HP may request that you uninstall the SOFTWARE PRODUCT and return it to HP for a refund. 3 ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE IS LIMITED TO THE DURATION OF THE EXPRESS WARRANTY SET FORTH ABOVE. Some states or provinces do not allow limitations on the duration of an implied warranty, so the above limitation or exclusion might not apply to you. This warranty gives you specific legal rights and you might also have other rights that vary from state to state, or province to province. Hewlett-Packard limited warranty statement 61 4 THE REMEDIES IN THIS WARRANTY STATEMENT ARE YOUR SOLE AND EXCLUSIVE REMEDIES. EXCEPT AS INDICATED ABOVE, IN NO EVENT WILL HP BE LIABLE FOR LOSS OF DATA OR FOR DIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL (INCLUDING LOST PROFIT), OR OTHER DAMAGE, WHETHER BASED IN CONTRACT, TORT, OR OTHERWISE. Some states or provinces do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. 62 Chapter 4 - Warranty information EN Index Numerics B 100Base-TX support 8 10Base-2 support 8 10Base-T support 8 BNC support 8 A activities address book 16 common HP Digital Sender Module 15 e-mail 16 fax 17 reset 18 security 16 shutdown and restart 15 activity log clearing 23 contents 22 copying 23 description 22 messages 41 printing 23 refreshing 23 saving 23 using for troubleshooting 26 viewing 22 address book check description and steps 32 Address Book Manager client operating systems 8 common activities 15 messages 56 address books activities 16 checking 32 control panel error messages 37 maintaining or importing 16 Public Distribution Lists 20 Public E-mail 20 Public Fax 20 administrator activities 13 activity log 22 EN C checking the address book database 32 cleaning scanning glass 27 clearing activity log 23 components Digital Sender Module 7 Configuration Utility common activities 15 control panel messages 37 copying activity log 23 D database of address books checking 32 defaults changing 18 distribution lists description 20 distribution services e-mail 10 fax 11 documents changing size 18 sent as e-mail messages not arriving 28 duplexing 18 E e-mail activities 16 changing defaults 16 distribution services 10 file types supported 10 troubleshooting 40 e-mail transmissions not arriving at destinations 28 enabling notifications 19 error activity log messages 41 Ethernet support 8 Index 63 event log using for troubleshooting 26 export LDAP export tool 13 F Fast Ethernet support 8 fatal activity log messages 41 fax activities 17 changing defaults 17 distribution services 11 file types supported 11 troubleshooting 40 fax transmissions not arriving at destinations 28 File types e-mail supported 10 fax supported 11 G glass, cleaning 27 guest activity log 22 I image quality problems 27 L LDAP export tool 13 limited warranty statement 61 M messages Address Book Manager 56 control panel 37 N network operating systems supported 8 troubleshooting 40 normal activity log messages 41 notifications description 19 enabling 19 Novell Netware support 9 P performance slow Digital Sender Module 27 slow programs 55 printing the activity log 23 program messages using for troubleshooting 26 Public Distribution Lists address book description 20 Public E-mail addresses description 20 Public Fax addresses description 20 R refreshing the activity log 23 reset activities 18 S saving activity log 23 security activities 16 shutdown and restart activities 15 slow Digital Sender Module 27 programs 55 software running slowly 55 speed slow Digital Sender Module 27 slow in programs 55 statement of warranty 61 T tasks common HP Digital Sender Module 15 tools for troubleshooting 26 troubleshooting e-mail transmissions 28 fax transmissions 28 general 27, 28 image quality 27 network 40 slow sending 27 sources for information 26 tools 26 two-sided documents 18 W warning activity log messages 41 warranty statement 61 O operating systems supported 8 64 Index EN HP Digital Sender Module Administrator’s Guide HP Digital Sender Module Guide d’assistance et de service technique Copyright© 2000 Hewlett-Packard Co. English
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