Known Issues with HP (PaperCut MF)

KB Home   |   Known Issues with HP (PaperCut MF)

(Includes FutureSmart, HP Pro Fast-release and HP Chai Embedded Apps)


PaperCut is fully committed to helping customers and partners make the best use of our technology. A key part of that is transparency and full disclosure of issues that may affect how well the solution works for you. Unfortunately, with complex modern technology (often supplied by different organizations) there is no way to address all problems and issues immediately but keep checking back to see if we have fixed something. If something is causing you particular concern please contact PaperCut support.


Issue ID

Description

Reported in
(& Platform)

Status

Resolved in

MAC-5381

Important: When logging in with a swipe card and you then press the ‘Access Device’ button on the Print Release screen, an IllegalStateException error message is displayed.

More info…

18.3.3
Futuresmart

Open

Workaround &
Hotfix available

MAC-5386

‘Account confirmation’ appears once, even when Account Confirmation is disabled.

More info…

18.3.3
Futuresmart

Open

Workaround

MAC-5355

Device status in PaperCut shows “Started with Errors - Certificate Error. Error - Could not import certificate into the device certificate store”, when installing a new CA-signed certificate under certain circumstances.

More info…

All versions
Futuresmart

Open

Hotfix available

MAC-5279

HP X3D303A card readers are not working on HP Bugatti series devices with 4.6.x firmware versions. Also observed on 4.5.x3 firmware in testing.

More info…

Firmware
4.6.x
Futuresmart

Open

Status:
PaperCut working
with HP engineering.

MAC-5281

HP Pro card readers may only perform a partial card-read.

More info…

18.2
PRO

Open

Status:
PaperCut working
with HP engineering.

MAC-5278

‘49.DE.05 - WebKit encountered a fatal error, unable to recover’ error appears on the device, and needs restarting. This can happen intermittently - HP are narrowing down the cause and scope of this in firmware.

More info…

All

Open

Status:
PaperCut working
with HP engineering.

MAC-5388

‘49.DE.11 Error’ appears on device and needs restarting. This can happen intermittently - HP are narrowing down the cause and scope of this in firmware.

More info…

All

Open

Status:
PaperCut working
with HP engineering.

MAC-4724

Increased login times with TWN4 SmartCard MIFARE readers.

More info…

18.2.3
Futuresmart

Resolved

18.3.3

PC-13318

Restricted users prevented from performing multiple copy jobs, receive error ‘Please Wait. You are charging to a restricted account. Please wait until jobs in progress have finished before starting a new job’.

More info…

18.2
Futuresmart

Resolved

18.3.3

MAC-5192

When using device guest user access, copy/scan/fax may not be accessible.

18.2.6
Futuresmart

Resolved

18.3.2

MAC-5218

Card readers stop working after a server reboot.

18.2.4
Futuresmart

Resolved

18.3.2

MAC-5305

After MFD reboot, card reader fails to establish connection to server - card swipes fail. Impacts PRO devices.

More info…

18.2.4
Futuresmart

Resolved

18.3.2

14145

PaperCut FS4 OXP App displays a exception error when the Home Screen App setting is changed from “HP” to another option.

More info…

Futuresmart

Resolved

18.2.3

14061

HTTP 400 BAD REQUEST on OXP FS4 4.6.0.1 Firmware for PaperCut FS3 App.

More info…

Futuresmart

Resolved

18.2.3
(Workaround available)

4361

Any supported HP card reader with the embedded platform stops working with HP firmware 4.5.5.

More info…

Futuresmart

Resolved

HP firmware 4.5.6

4280

Card reader stops working if it hasn’t been in use for more than one hour.

More info…

17.4.4
to 18.0.3
Futuresmart

Resolved

18.0.4

8345

HP FutureSmart devices may show errors after firmware upgrade.

More info…

15.x
Futuresmart

Resolved

FutureSmart
firmware 3.7.3

1059

Partial card reads with some HP FutureSmart Embeddeds (M4555 in particular).

More info…

15.x
Futuresmart

Resolved

15.3
(Build 34420)

490014

Some HP models error or freeze during user login.

More info…

15.0
(Build 32334)
Futuresmart

Open

Workaround
available

430001

pc-hp.jar won’t load. (HP Chai devices)

More info…

14.0
Chai

Resolved

Workaround

420001

Problems tracking scan and fax jobs.

More info…

13.3 - 14.0
Futuresmart

Resolved

14.1

420002

48.A1.01 error appears on device, device functions disabled.

More info…

Futuresmart

Resolved

13.5

420003

48.A1.01 error appears on device, device functions disabled.

More info…

13.3
Futuresmart

Resolved

13.4

420004

Pauses during printing, or slow copy/print/panel performance. More info…

13.3
Futuresmart

Resolved

13.3.23540

420005

Error ArrayIndex... appears in device status and prevents some functionality. More info…

Futuresmart

Resolved

13.2.22278

420006

“Cannot connect to the quota server” errors when copying. More info…

Futuresmart

Resolved

13.0

420007

Embedded app version 19437: card readers not working on ARM based devices. More info…

App
v19437
Futuresmart

Resolved

App
v19902

420008

Color copying access control (group-level color access restriction) not supported. More info…

App
v21124
Futuresmart

Resolved

13.1

420009

HP Common Card Reader (CCR) not supported. More info…

Futuresmart

Resolved

15.0

Other known issues, not specific to the HP FutureSmart Embedded App are covered in:




MAC-5381: When logging in with a swipe card and you then press the ‘Access Device’ button on the Print Release screen, an IllegalStateException error message is displayed.


Note: You’ll need to do this for each HP device:

  1. In the PaperCut MF Admin web interface, select Devices → [select device] → Advanced Config.
  2. Search for ext-device.hp-oxpd.fast-swipe-login-flow.
  3. Change the value from Y to N.
  4. Click ‘Update’ to save the change.

The impact of disabling this is that the swipe card login will likely be slower (back to pre-18.3.3 performance/behaviour).

We also have a hotfix available to try, please contact our PaperCut Support Team directly.




MAC-5386: ‘Account confirmation’ appears once, even when Account Confirmation is disabled.


Account confirmation is shown (only once) for users on a device, even when Account confirmation is disabled.

This is linked to MAC-5381 above, so the workaround is to disable the new login flow: Note: You’ll need to do this for each HP device:

  1. In the PaperCut MF Admin web interface, select Devices → [select device] → Advanced Config.
  2. Search for ext-device.hp-oxpd.fast-swipe-login-flow.
  3. Change the value from Y to N.
  4. Click ‘Update’ to save the change.

The impact of disabling this is that the swipe card login will likely be slower (back to pre-18.3.3 performance/behaviour).




MAC-5355: Device status in PaperCut shows “Started with Errors - Certificate Error. Error - Could not import certificate into the device certificate store”, when installing a new CA-signed certificate under certain circumstances.

This appears to happen in certain scenarios where the CA-signed certificate chain length is short.

There is a hot-fix available for testing.




MAC-5279: HP X3D303A card readers are not working on HP Bugatti series devices with 4.6.x firmware versions.

Device appears to be logging in a spurious user repeatedly. This can also effect genuine logins and if the user does get successfully logged in, can result in unintended logout. This can appear as the device trying to log in constantly with no one there, or logging out actual users. In certain circumstances this could also result in a user self-associating with the spurious card ID, which will then result in that user appearing to login/logout repeatedly.

Initial investigations point to a status code being received by the device, and the device interpreting that as a card swipe.




MAC-5281: HP Pro card readers may only perform a partial card-read.

User card-swipes may result in only a partial number being read to the device. The user may not be able to log into the machine if the device only reads the partial number.

Logging in with username/password, or typing in the card ID are not impacted.




MAC-5278: ‘49.DE.05 - WebKit encountered a fatal error, unable to recover’ error appears on the device, and needs restarting. This can happen intermittently - HP are narrowing down the cause and scope of this in firmware.

The device may need restarting after encountering this error.

HP is working on narrowing down what is causing this error, and the associated fix within the firmware.




MAC-5388: ‘49.DE.11 Error’ appears on device and needs restarting. This can happen intermittently - HP are narrowing down the cause and scope of this in firmware.

The device may need restarting after encountering this error.

HP has informed us that they have fixed this error in the 4.7 firmware, but we’ve had reports that this can still happen even with the 4.7 firmware.

We have had the following information from HP on this:

If the issue persists, please answer the below questions for further investigating.

  • Do you observe this behavior on other device models? Or is it observed only on certain devices?
  • Please provide us the complete steps to reproduce this issue if possible
  • Please provide the JDP logs. You can open EWS page and navigate through Troubleshooting → Diagnostic Data → Click “Start” button → Choose “Create zipped debug information file” → Check “Clean up debug information” → Click “Export” button



MAC-4724: Increased login times with TWN4 SmartCard MIFARE reader.

Increased delays with card-swipe logins using the TWN4 MIFARE readers.




PC-13318: Restricted users prevented from performing multiple copy jobs, receive error ‘Please Wait. You are charging to a restricted account. Please wait until jobs in progress have finished before starting a new job’.

Whilst this is expected behavior, we are working with HP to look into reported cases where the device delays the notification that the copy job has completed. This then means that when the user tries to start the next job, they receive the error above.

Workarounds:

1. Admins can set ext-device.hp-oxpd.restricted.multiple-txns to Y, to allow multiple transactions. The drawback of this is that some users could go into negative balance if they copy a subsequent job that puts their balance negative. Please see section 5.13 of the HP OXP Embedded Manual for more information.

2. Set all users to unrestricted within PaperCut. This will allow all users to process multiple copy jobs in quick succession.




MAC-5305: After MFD reboot, card reader fails to establish connection to server - card swipes fail. Impacts PRO devices.

After restarting the MFD, the card reader may not process card swipes correctly after failing to open a connection to the PaperCut server.

This can previously be resolved by unplugging and replugging the card reader. Obviously this isn’t great, so this will be resolved in the next release.

Note that we have seen that in normal operation the device (and firmware boot up sequence etc) can take anywhere from 30 seconds to 2 minutes to recognize the card reader. We’ve also seen behavior where the card reader beeps as though it’s ready to read swipes, but the firmware is still initializing in the background.




14145: PaperCut FS4 OXP App displays a exception error when the Home Screen App setting is changed from “HP” to another option.

This occurs when configuring the Home Screen App setting on the HP OXP FS4 native interface. This is found in General > Control Panel Customisation > Home Screen Customisation. When this setting is set to anything other than the default of HP, it will cause the following error:

java.lang.IllegalArgumentException?: Invalid token

This is fixed in MF 18.2.3.




14061: HTTP 400 BAD REQUEST on OXP FS4 4.6.0.1 Firmware for PaperCut FS3 App

Workaround - Disable CSRF prevention:

  1. Login to the MFD’s administration UI, click on “Security”, scroll down to “Embedded Web Server Options” and un-check “Enable Cross-site Request Forgery (CSRF) prevention”.
  2. Configure the PaperCut Application Server details.
  3. Re-enable CSRF prevention by undoing the first step.

This is fixed without the need for the above workaround in MF 18.2.3.




4361: Any supported HP card reader with the embedded platform stops working with HP firmware 4.5.5.

Reach out to your HP reseller to obtain a copy of HP firmware 4.5.6 which fixes this issue or downgrade to HP firmware 4.5.4 or lower.




4280: Card reader stops working if it hasn’t been in use for more than one hour

The PaperCut embedded application is caching the card reader ID on the application server and the cache is expiring and not renewing. This issue is only on the new FS4 (OXP) embedded application.

This has been resolved in MF 18.0.4.




8345: HP FutureSmart devices may show errors after firmware upgrade

PaperCut support have seen an increase in customers reporting that after firmware upgrades on certain devices, the HP embedded platform will stop responding with one of the following errors:

Error: The server sent HTTP status code 400: BadRequest

HTTP transport error: javax.net.ssl.SSL HandshakeException: server certificate change is restricted during renegotiation

We have narrowed this issue down to an issue with interoperability between PaperCut and the HP Fleet Release Bundle Version Designation: 3.7 (firmware version 3.7) which was released in early January 2016 and may be seen on any FutureSmart devices. The devices PaperCut have seen with this error so far are below:

  • HP FutureSmart X585
  • HP FutureSmart M527
  • HP FutureSmart M575
  • HP FutureSmart M577
  • HP FutureSmart M680
  • HP FutureSmart M830
  • HP FutureSmart M4555
  • HP FutureSmart cM4540
  • HP LaserJet M525dn

PaperCut advises that you do not upgrade to this firmware version until further notice. If you are seeing one of these two errors, or have already upgraded to this firmware, we recommend that you downgrade the firmware. PaperCut has initiated contact with HP to find the cause of this issue, and any updates will be posted here. If you find the same behavior on different models of HP, or would like to be updated as the issue investigation progresses internally, please email support@papercut.com with your HP model and firmware versions, and we will add it to the list.

A fix for this bug was included in FutureSmart firmware interim 3.7.3. To obtain a link to the firmware contact your local HP ATS (Advanced Technical Support).





1059: Partial Card Reads with HP FutureSmart Embedded (M4555 in particular).

We have received a small number of reports of partial card reads on M4555 devices, though have had limited success recreating this ourselves on a selection of other models. The result of a ‘partial’ card read can be a user not being granted access to the device, or being challenged to self-associate the card to their account.

A fix for this bug was included in PaperCut MF 15.3 (Build 34420).





490014: Some HP models error or freeze during user login

PaperCut support have seen an increase in customers reporting certain models of HP freezing or erroring when logging in whilst using the Shared Accounts or Print Release functions. We believe this is related to and interoperability issue between PaperCut and the HP firmware released on the 18th of February 2015 on the following models:

  • HP X585 - firmware 2304070_439651 and 2304061_439464
  • HP M630 - firmware 2304070_439645
  • HP M725 - firmware 2304070_439661
  • HP M775 - firmware 2304070_439663
  • HP M830 - firmware 2304070_439651
  • HP M880 - firmware 2304070_439653

A full table of firmware released can be found here.

PaperCut has been advised that there is newer firmware being released for all devices affected as of the 15th of April 2015. If there is firmware newer than the 18th of February 2015, then please upgrade to this firmware. If there is no newer firmware, then the workaround is to downgrade firmware on the device.

If you find the same behavior on different models of HP, please email support@papercut.com with your HP model and firmware versions, and we will add it to the list.




430001: pc-hp.jar won’t load (HP Chai devices)

When loading the package files through the Package Loader as part of the installation as described in the PaperCut Embedded for HP manual, the package, pc-hp.jar may fail to load and display various error messages.

  • Check you have a supported model. There is a complete list of supported models in the manual. Confusion often arises out of similar model names starting with and without the letter “M”. E.g. there is a model M4345 and another called just 4345 without the initial “M”. PaperCut only supports models starting with the letter “M”.
    • Possible error message: Package pc-hp.jar fails to load. Reason: java.lang.NoClassDefFoundError:
      hp/laserjet/io/usbhost/USBDevice
  • Perform an INITIALIZE DISK procedure. This is documented with the “Configuration Guide” manual as part of the official HP documentation for your device. This manual may only be available to HP service technicians. If you need assistance with the INITIALIZE DISK procedure please contact support.
    • Possible error message: Reason: com.hp.chai.soe.chaipackage.ChaiPackageException: Required package not available:
      urn:com:hp:asa:auth:manager:authmanager
  • Check you have the latest firmware on your device.



420001: Problems tracking scan and fax jobs (13.3 - 14.0)

In versions 13.3 through 14.0, problems may be experienced tracking scan and fax jobs.

The fix is included in the 14.1 release.




420002: Partial / double / invalid card number reads (improvements up to 13.5)

Depending on the card reader and HP model, there were a number of cases where card numbers would not be read correctly. This has been addresses in a number of updates, with the latest being in embedded app v24120 (included with PaperCut 13.5). If you are experiencing card reader issues on a version earlier than this, please try upgrading first. If you are running this version or newer, please contact PaperCut support.




420003: 48.A1.01 error appears on device, device functions disabled (improved in PaperCut 13.4)

The latest improvements to reduce the likelihood of this error occurring are in PaperCut 13.4. PaperCut Software has worked closely with HP to try to eliminate the causes of this error, and this work resulted in many changes over the course of several releases. If you do experience this error on a device with PaperCut 13.4 or newer, please report the details to PaperCut support first, then try clearing the error by:

  1. Rebooting the device.
  2. Resetting the device to factory default settings.



420004: Pauses during printing, or slow copy/print/panel performance (improved in PaperCut 13.3.23540)

PaperCut 13.3.23540 includes a change that addresses general performance issues that may manifest as pauses in the middle of print/copy jobs or slow panel performance.




420005: Error ArrayIndex... appears in device status and prevents some functionality (resolved in 13.2.22278)

This error may be seen on sites with many HP devices (e.g. 30+). If it occurs it may indicate other problems such as jobs not being tracked correctly, and it may lead to the 48.A1.01 error discussed below.




420006: “Cannot connect to the quota server” errors when copying (resolved in 13.0)

When performing a copy users may see the error dialog “Cannot connect to the quota server” even if the PaperCut server is running and there are no problems with the network. We believe this error may be an intermittent failure to make HTTPS calls, and may be the issue described by Microsoft here.

If you are seeing this issue we recommend making the following change:

  1. In the PaperCut admin interface, navigate to the Advanced Config tab of the device in question.
  2. Find the setting hp.soap.inbound.use-ssl.
  3. Change the value to N and press Update.

The information sent in these messages includes basic copy job details and usernames, so is not normally considered sensitive.

The above config change may still need to be made if you have upgraded from a version prior to PaperCut 13.0.




420007: HP Common Card Reader (CCR) not supported

HP FutureSmart devices with ARM processors will error if trying to use a card reader with the PaperCut onboard app. This includes HP LaserJet 500 and 600 series devices.




420008: Color copying access control (group-level color access restriction) not supported (added in app version 21124, comes with PaperCut 13.1)

Color access control was not supported with early releases. This was added in app version 21124 that comes with PaperCut 13.1.




420009: HP Common Card Reader (CCR) not supported

The HP Common Card Reader is supported from version 15.0 onwards.



Categories: Known Issues, PaperCut MF


Keywords: HP Jedi, HP OXPd, FS4, FutureSmart 4, OXP, Chai

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Article last modified on December 12, 2018, at 11:06 PM
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