HP LaserJet, Color LaserJet and LaserJet

MFP Products - Boot Hang / Boot Progress

Indicator (BPI) Troubleshooting
Overview
IMPORTANT! - Troubleshooting All Supported LaserJets
Supported Products
Stage 1 - Description and General Troubleshooting
Stage 2 - Description and General Troubleshooting
Stage 3 - Description and General Troubleshooting
Stage 4 - Description and General Troubleshooting
Stage 5 - Description and General Troubleshooting
Stage 6 - Description and General Troubleshooting
Product Specific Troubleshooting Table
Escalation Procedure

Overview
With new Firmware released ( see Supported Products table ), many HP LaserJets now
feature a six-stage boot progress indicator on the control panel during boot-up.
The boot progress indicator divides the boot process into different stages and phases.
Use this document to troubleshoot boot hangs in the various stages and phases on the
supported products only.
top

IMPORTANT! - Troubleshooting All Supported LaserJets

The following General troubleshooting offers suggestions for hangs during the boot process
of each stage. Please remember that there could always be more than one issue or solution to
the below listed tables. When troubleshooting please keep an open mind and gather as much
info as possible. While booting, each process that initiates/starts may continue to run in the

background. These background processes could possibly still interfere during the boot
process and cause a false result when trying to troubleshoot.
When specific issues are discovered on specific devices they will be added to the Product
Specific Trouble Shooting section. Look here first for your issue. If it is not found,
continue with the general troubleshooting in the below sections.
If the below troubleshooting steps (general or product specific) do not resolve the issue,
do not guess on parts! Instead elevate the case to Level 3 following your normal process.
This is the only way Technical Marketing will have visibility to the issue and can
improve this document with additional troubleshooting and parts recommendations.
top

Supported Products
These products now support the six stage boot process indicator beginning with the Firmware
version listed:
Multi Function
Product

Firmware Version First Implemented

CM6030 MFP

52.050.6

CM6040 MFP

52.050.6

M9050 MFP

51.050.6

CM4730 MFP

50.080.6

CM3530 MFP

53.011.2

DS9250c

48.090.7

M3027 MFP

48.100.6

M5025 MFP

48.100.6

M4345 MFP

48.100.6

M3035 MFP

48.100.6

M5035 MFP

48.100.6
Single Function

Product

Firmware Version First Implemented

P4015

04.060.1

CP6015

04.050.1

CP3505

03.060.1

P3005

02.080.1

CLJ4700

46.120.1

CP4005

46.120.1

Multi Function
Product

Firmware Version First Implemented

CM6030 MFP

52.050.6

CM6040 MFP

52.050.6

CLJ5550

07.130.3

CP3525

06.040.1

P3015

07.040.3

CP4525

07.020.3

CP4025

07.020.3

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Stage 1 - Description and General Troubleshooting

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

Troubleshooting Stage 1 Boot Hangs

Stag
e

Phas
e

N/A

Possible Reasons
for the Hang

Possible Solutions

Capture following
information for case
notes and Level 3
escalations

If LED's Blink:
1.

2.

No/bad RAM
or DIMM or
CF/NAND.
Corrupted
Boot Loader
Image.

1.

2.

Remove
RAM/DIMM/CF and
reseat.

1.

Did LEDS's
blink?

2.

Did Control
Panel backlight
turn ON ?

3.

CP showed
memory count
in progress?

4.

Is Formatter
LED(Heart

Replace the
formatter.

If LED's Dont Blink:

1.

Remove
RAM/DIMM/CF and
reseat.

Troubleshooting Stage 1 Boot Hangs

Stag
e

Phas
e

Possible Reasons
for the Hang

Possible Solutions

Capture following
information for case
notes and Level 3
escalations
Beat) blinking?

2.

3.

4.

N/A

5.

Is Network
Cable
attached?

6.

Is Network
Card External?

Replace the
Compact Flash with
new image if
supported.

7.

Any USB
devices
attached?

Replace the
formatter.

8.

Any External
EIO Hard Disk
attached?

9.

Engine making
usual noises?

1.

Did LEDS's
blink?

2.

Did Control
Panel back
light turn ON ?

3.

CP showed
memory count
in progress?

4.

Is Formatter
LED (Heart
Beat) blinking?

5.

Is Network
Cable
attached?

6.

Is Network
Card External?

7.

Any USB
devices
attached?

8.

Any External
EIO Hard Disk

Remove the
formatter and try
reseating it.

Printer Internal Drivers If RFU Inflate Error is

and/or OS not loaded shown on Control Panel:
successfully.
1. Clear All RFU Errors
from BootLoader
menu
2.

Power Cycle.

3.

Perform an RFU via

USB cable.

4.

If Compact Flash is
supported (ex: LJ
CM4730 MFP)
replace CF with new
Image.

5.

Replace the
formatter.

Troubleshooting Stage 1 Boot Hangs

Stag
e

Phas
e

Possible Reasons
for the Hang

Possible Solutions

Capture following
information for case
notes and Level 3
escalations
attached?
9.

Engine making
usual noises?

top

Stage 2 - Description and General Troubleshooting

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

Troubleshooting Stage 2 Boot Hangs

Stag
e

Phas
e

N/A

Possible Reasons for

the Hang

1.

Incompatible
network traffic.

2.

Issue with
JDI/Formatter.

3.

Issue with
external
JetDirect card.

Possible Solutions

If external JetDirect Card is

installed:
1.

Unplug network
cable.

2.

Power Cycle.

3.

If device comes to
Ready , upgrade FW
and try again
attached to the
network. If device,
again, does not boot,
continue with Step
#4.

Capture following
information for case
notes and/ or Level
3 escalation
1.

Is Network
Cable
attached?

2.

Any USB
devices
attached?

3.

Any External
EIO Hard
Disk
attached?

4.

What is the
BPI stage
displayed on

Troubleshooting Stage 2 Boot Hangs

Stag
e

Phas
e

Possible Reasons for

the Hang

Possible Solutions

4.

Connect printers LAN

cable to a laptop
instead of the
network. This
isolates the JD card
from network traffic.

5.

If device comes to
Ready , escalate the
call so the network
traffic can be
analyzed. Do not
replace the formatter
board or JetDirect
card.

6.

If the device still does

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

7.

If the device comes

to Ready , replace
the external JetDirect
card.

8.

If the device does not

come to Ready ,
replace the formatter
board.

If Internal JDI:
1.

Unplug network
cable.

2.

Power Cycle.

3.

If device comes to
Ready , upgrade FW
and try again
attached to the
network. If device,
again, does not boot,
continue with Step
#4.

4.

Connect printers LAN

cable to a laptop
instead of the

Capture following
information for case
notes and/ or Level
3 escalation
the Control
Panel?

Troubleshooting Stage 2 Boot Hangs

Stag
e

Phas
e

Possible Reasons for

the Hang

Possible Solutions

Capture following
information for case
notes and/ or Level
3 escalation

network. This
isolates the JD card
from network traffic.
5.

If device comes to
Ready , escalate the
call so the network
traffic can be
analyzed. Do not
replace the formatter
board.

6.

If the device still does

not come to Ready
when connected to a
laptop, disable JDI
and power cycle.

7.

If the device comes

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

8.

If the device does not

come to Ready ,
replace the formatter
board.

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Stage 3 - Description and General Troubleshooting

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

Troubleshooting Stage 3 Boot Hangs

Stag
e

Phas
e

N/A

Possible Reasons for

the Hang

1.

2.

3.

Incompatible
network traffic.

Possible Solutions

If external JetDirect Card is

installed:
1.

Unplug network
cable.

2.

Power Cycle.

3.

If device comes to
Ready , upgrade FW
and try again
attached to the
network. If device,
again, does not boot,
continue with Step
#4.

Issue with
JDI/Formatter.
Issue with
external
JetDirect card.

4.

Connect printers LAN

cable to a laptop
instead of the
network. This
isolates the JD card
from network traffic.

5.

If device comes to
Ready , escalate the
call so the network
traffic can be
analyzed. Do not
replace the formatter
board or JetDirect
card.

6.

If the device still does

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

7.

If the device comes

to Ready , replace
the external JetDirect

Capture following
information for case
notes and/ or Level
3 escalation
1.

Is Network
Cable
attached?

2.

Any USB
devices
attached?

3.

Any External
EIO Hard
Disk
attached?

4.

What is the
BPI stage
displayed on
the Control
Panel?

Troubleshooting Stage 3 Boot Hangs

Stag
e

Phas
e

Possible Reasons for

the Hang

Possible Solutions

card.
8.

If the device does not

come to Ready ,
replace the formatter
board.

If Internal JDI:
1.

Unplug network
cable.

2.

Power Cycle.

3.

If device comes to
Ready , upgrade FW
and try again
attached to the
network. If device,
again, does not boot,
continue with Step
#4.

4.

Connect printers LAN

cable to a laptop
instead of the
network. This
isolates the JD card
from network traffic.

5.

If device comes to
Ready , escalate the
call so the network
traffic can be
analyzed. Do not
replace the formatter
board.

6.

If the device still does

not come to Ready
when connected to a
laptop, disable JDI
and power cycle.

7.

If the device comes

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

Capture following
information for case
notes and/ or Level
3 escalation

Troubleshooting Stage 3 Boot Hangs

Stag
e

Phas
e

Possible Reasons for

the Hang

Possible Solutions

Capture following
information for case
notes and/ or Level
3 escalation

(JDI).
8.

If the device does not

come to Ready ,
replace the formatter
board.

top

Stage 4 - Description and General Troubleshooting

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

A: Hard Disk

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

C: RAM0, Firmware Disk Initialized

Figure 4: Stage 4

Troubleshooting Stage 4 Boot Hangs

Stag
e

Phas
e

Possible Reasons for the

Hang

Possible Solutions

Capture following
information for case
notes and/ or Level 3
escalation

If the hang remains

for more than 30
minutes:
1.

1.

Issue with Hard Disk.

2.

NOTE: File system

check may take 1030 minutes.
A
B
C

2.

3.

Issue with NAND

Flash, USB0,
USB1,USB2, USB3,
RAM0.
Issue with
RAM0,Firmware
Disk.

3.

4.

5.

Remove all
USB
devices and
Power
Cycle.

1.

Is Network
Cable attached?

2.

Any USB
devices
attached?

3.

Remove
External
Hard Disk
and Power
Cycle.

Any External
EIO Hard Disk
attached?

4.

What is the BPI

stage displayed
on the Control
Panel?

Initialize
Hard Disk
and Power
Cycle.

5.

What Phase is
displayed on the
Control Panel?

Remove
Internal
Hard Disk
and Power
Cycle.

Remove
Network
Cable and
Power
Cycle.

top

Stage 5 - Description and General Troubleshooting

Description: Process and Component Initialization and Startup - During stage 5,
different processes in the firmware load. Each firmware process is represented by a different
letter on the control panel (see image below). When each phase completes (there are six of
them), its specific letter highlights or is displayed to indicate the corresponding actions are
complete.
Stage 5 Phases:

A: Copy Processor Board - CPB Initialization Completed

B: JDI Completed

C: Service Manager Started

D: LJ.exe Started

E: ChaiVm Started

F: Copy Send Application - CSA Initialized

Figure 5: Stage 5

Troubleshooting Stage 5 Boot Hangs

Stage
5

Phas
e
A
B
C
D
E
F

Possible Reasons
for the Hang

1.

2.

3.

Possible Solutions

If JetDirect Card is
CPB issues installed:
(MFP only).
1. Remove
JetDirect Card.
Issue with
ChaiVM.
2. Power Cycle.
File System
issues.
If Internal JDI:
1.

Remove
Network Cable
and Power
Cycle.

2.

Remove all USB

devices and
Power Cycle.

3.

Remove Internal
Hard Disk and
Power Cycle.

4.

Remove
External Hard
Disk and Power
Cycle.

5.

Attempt a Hard

Capture following
information for case notes
and/ or Level 3 escalation
1.

Is Network Cable
attached?

2.

Any USB devices

attached?

3.

Any External EIO

Hard Disk attached?

4.

What is the BPI stage

displayed on the
Control Panel?

5.

What Phase is
displayed on the
Control Panel?

Troubleshooting Stage 5 Boot Hangs

Stage

Phas
e

Possible Reasons
for the Hang

Possible Solutions

Capture following
information for case notes
and/ or Level 3 escalation

Disk Initialize.
6.

Attempt a
NVRAM
Initialize.

7.

Attempt a
Skipping Disk
Load .

top

Stage 6 - Description and General Troubleshooting

Description: Process and Component Initialization and Startup During the sixth stage,
different components continue to initialize, each component represented by a different letter
on the control panel (see image below). When each phase completes (there are six of them),
its specific letter highlights or is displayed to indicate the corresponding actions are complete.
Stage 6 Phases:

A: Error Manager Initialization Completed

B: State Machine Completed

C: Device Attributes Manager - DAM Initialization Completed

D: System Variables Manager - SVM Initialization Completed

E: File System - FS Initialization Completed

F: DSSP Initialization Completed

Figure 6: Stage 6

Troubleshooting Stage 6 Boot Hangs

Stage

Phas
e

Possible Reasons
for the Hang

Possible Solutions

Capture following
information for case notes
and/ or Level 3 escalation

If JetDirect Card is
installed:
1.

Remove
JetDirect Card.

2.

Power Cycle.

If Internal JDI:
1.

A
B
C
D
E
F

1.

CPB Issues
(MFP only).

2.

Issue with
ChaiVM.

3.

File System
Issues.

2.

3.

4.

Remove
Network Cable
and Power
Cycle.
Remove all USB
devices and
Power Cycle.
Remove Internal
Hard Disk and
Power Cycle.
Remove
External Hard
Disk and Power
Cycle.

5.

Attempt a Hard
Disk Initialize.

6.

Attempt a
NVRAM
Initialize.

7.

Attempt a
Skipping Disk
Load .

1.

Is Network Cable
attached?

2.

Any USB devices

attached?

3.

Any External EIO

Hard Disk attached?

4.

What is the BPI stage

displayed on the
Control Panel?

5.

What Phase is
displayed on the
Control Panel?

top

Product Specific Troubleshooting Table

The following troubleshooting steps offer suggestions for hangs during the boot process
of each stage for some specific products. Please remember that there could always be
more than one issue or solution to the below listed tables. When troubleshooting please
keep an open mind and gather as much info as possible. While booting each process that
initiates/starts may continue to run in the background. These background processes

could possibly still interfere during the boot process and cause a false result when trying
to troubleshoot.
NOTE: Products will appear in the table below as issues arise.
For ALL other issues please us the troubleshooting at the beginning of the document FOR
ALL LASERJETS.
HP Color LaserJet CP3525
Stage

Phase

Troubleshooting Steps

A
B
C
D
E
6

Several cases reported where a Full NVRam Init has resolved this hang.

NOTE: Products will appear in the table below as issues arise.

For ALL other issues please us the troubleshooting at the beginning of the document FOR
ALL LASERJETS.
HP Color LaserJet CM3530 MFP
Stag
e

Phas
e

n/a

More troubleshooting information will be added later.

n/a

The control panel hangs, but EWS indicates that the product is ready and jobs
will print.
NOTE: The display progresses through Stage 2, and then hangs with just the
HP logo displayed.
Replace the control-panel assembly.

n/a

More troubleshooting information will be added later.

Troubleshooting Steps

A
4

B
C

A
B

Reseat the formatter.

Scanner communications error

Check the cables: At the top of the ICB, reseat the USB and PCI-e

HP Color LaserJet CM3530 MFP

Stag
e

Phas
e

Troubleshooting Steps

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

below).

Reseat the formatter.

Replace the SCB.

D
E
F
A
Hard disk drive (HDD) communications (error?)

Try a DISKINIT.

Reseat the HDD cable connections at the HDD and at the formatter.

Replace the HDD.

NOTE: Early versions of FW will not boot without an HDD. This was
fixed with FW version 53.011.2.

B Restoring
NOTE: This is a normal indication of the Save /Restore feature executing after
a formatter replacement. The MFP will then reboot to Ready .
C
D
E

Try disconnecting the network connection and see if the MFP boots to Ready .
Network issues have caused hangs at 6E.

NOTE: Products will appear in the table below as issues arise.

For ALL other issues please us the troubleshooting at the beginning of the document FOR
ALL LASERJETS.
HP Color LaserJet CM6040/CM6030 MFP
Stag
e

Phas
e

n/a

n/a

n/a

Troubleshooting Steps

HP Color LaserJet CM6040/CM6030 MFP

Stag
e

Phas
e

Troubleshooting Steps

A
4

B
C
A
B

Reseat the formatter.

C
D
E
F
A
NVRAM - Read/Write issues may cause a delay or hang. Upgrade to
201005XXXXXX.
B

Printer is trying to Read and Write NVRAM values during other

initialization.

Priority interrupts may cause a crash.

6
C

We have seen CPE 10.2 (52.081.2) to help with hangs in this area.

D
E

Try disconnecting the network connection and see if the MFP boots to Ready .
Network issues have caused hangs at 6E.
Upgrade to CPE 10.2 - 52.081.2

NOTE: Products will appear in the table below as issues arise.

For ALL other issues please us the troubleshooting at the beginning of the document FOR
ALL LASERJETS.
HP Color LaserJet M5025/M5035 MFP
Stag
e

Phas
e

C
D

Troubleshooting Steps

Case has been seen where customers hard disk was causing hang. Remove
internal hard disk and power cycle printer. If printer comes to Ready, replace the
hard disk.

HP Color LaserJet M5025/M5035 MFP

Stag
e

Phas
e

Troubleshooting Steps

E
F

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