FutureSmart 4 and FutureSmart 5 Service &

Support Training

SUMMARY

This course provides service and support information for the FutureSmart 4 and FutureSmart 5 firmware.
Copyright and License

© Copyright 2021 HP Development Company,

L.P.

Reproduction, adaptation, or translation without

prior written permission is prohibited, except as
allowed under the copyright laws.

The information contained herein is subject to

change without notice.

The only warranties for HP products and

services are set forth in the express warranty
statements accompanying such products and
services. Nothing herein should be construed as
constituting an additional warranty. HP shall not
be liable for technical or editorial errors or
omissions contained herein.

Edition Updated January 2021

1 Course menu

Welcome to HP FutureSmart 4 and FutureSmart 5 firmware service & support training.

This self-paced training course is intended to help HP technical support and service personnel familiarize
themselves with HP FutureSmart 4 and 5 firmware.

This course contains the following 5 lessons:

● Introduction to FutureSmart 4 and FutureSmart 5 on page 3

In this lesson, you will review the purpose and features of HP FutureSmart 4 firmware. You will also
compare HP FutureSmart 4 and 5 with previous versions of the firmware.

● Theory of operations on page 11

In this lesson, you will learn about the technology behind some of the FutureSmart 4 enhancements.

● Set up and use on page 21

In this lesson, you will learn how to navigate the FutureSmart 4 control panel to configure FutureSmart 4 as
well as copy, print, and perform other common tasks.

● Maintain and support on page 37

This lesson covers upgrading and troubleshooting FutureSmart 4.

● Documentation and other resources on page 61

This lesson provides links to documentation and training.

Course objectives

● Identify features of FutureSmart 4 and 5

● Identify key features of FutureSmart 4 and 5 architecture

● Differentiate between FutureSmart 4 and 5 and previous FutureSmart versions

● Locate key functions and settings using the printer control panel

● Enable features through the HP Embedded Web Server (EWS)

● Perform setup tasks

● Configure FutureSmart 4 and 5 security features

● Identify and resolve common issues using embedded diagnostics, error codes, reports, and other tools

● Locate resources for more information

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2 Chapter 1 Course menu ENWW
2 Introduction to FutureSmart 4 and
FutureSmart 5

This lesson is an introduction to the FutureSmart 4 and 5 firmware, including features and functions, comparison
to previous versions, theory of operations, extensibility, and release strategy.

Before you start, it is important to know a few things about FutureSmart 5.

FutureSmart 5

● FutureSmart 5 will be introduced with new 2021 HP Enterprise Printers. Soon after that introduction,
FutureSmart 5 will become the preferred operating system for all compatible HP Enterprise Printers. The
following matrix shows what products will support and can be upgraded to FutureSmart 5.

● When FutureSmart 5 is available for all compatible products, HP will only supply new product features and
planned firmware rolls with FutureSmart 5.

● At that time FutureSmart 4 will only receive firmware rolls to address cirtical security bulletins, certification
needs, and safety issues.

● The information contained in this course is applicable to both FutureSmart 4 and 5. Any differences are
called out where necessary.

HP LaserJet Enterprise printers upgradable to FutureSmart 5

● HP LaserJet Enterprise M406

● HP LaserJet Enterprise M407

● HP Color LaserJet Enterprise MFP M430, M431

● HP Color LaserJet Enterprise M455

● HP Color LaserJet Enterprise MFP M480

● HP LaserJet Enterprise M506x

● HP LaserJet Enterprise M507

● HP LaserJet Enterprise MFP M527

● HP LaserJet Enterprise MFP M528

● HP Color LaserJet Enterprise M553x

● HP LaserJet Enterprise M554, M555

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 ● HP Color LaserJet Enterprise MFP M577

● HP Color LaserJet Enterprise MFP M578

● HP LaserJet Enterprise M605x, M605xm, M606x

● HP LaserJet Enterprise M607, M608, M609

● HP LaserJet Enterprise MFP M631, M632, M633

● HP Color LaserJet Enterprise M652, M653

● HP Color LaserJet Enterprise MFP M681, M682

● HP Color LaserJet Enterprise M751

● HP Color LaserJet Enterprise MFP M776

● HP Color LaserJet Enterprise M856

HP LaserJet Managed printers upgradable to FutureSmart 5

● HP LaserJet Managed M506x

● HP LaserJet Managed MFP M527

● HP Color LaserJet Managed M553x

● HP Color LaserJet Managed MFP M577

● HP LaserJet Managed E40040

● HP LaserJet Managed MFP E42540

● HP Color LaserJet Managed E45028

● HP Color LaserJet Managed MFP E47528

● HP LaserJet Managed E50045

● HP LaserJet Managed E50145

● HP LaserJet Managed MFP E52545

● HP LaserJet Managed MFP E52645

● HP Color LaserJet Managed E55040

● HP Color LaserJet Managed MFP E57540

● HP LaserJet Managed E60055, E60065, E60075

● HP LaserJet Managed E60155, E60165, E60175

● HP LaserJet Managed MFP E62555, E62565, E62575

● HP LaserJet Managed MFP E62655, E62665, E62675

● HP Color LaserJet Managed E65050, E65060

● HP Color LaserJet Managed E65150, E65160

4 Chapter 2 Introduction to FutureSmart 4 and FutureSmart 5 ENWW

 ● HP Color LaserJet Managed MFP E67550, E67560

● HP Color LaserJet Managed MFP E67650, E67660

● HP LaserJet Managed MFP E72425, E72430

● HP LaserJet Managed MFP E72525, E72530, E72535

● HP Color LaserJet Managed E75245

● HP Color LaserJet Managed MFP E77422, E77428

● HP Color LaserJet Managed MFP E77822, E77825, E77830

● HP Color LaserJet Managed MFP E78223, E78228

● HP Color LaserJet Managed MFP E78323, E78325, E78330

● HP LaserJet Managed MFP E82540, E82550, E82560

● HP LaserJet Managed MFP E82540du, E82550du, E82560du

● HP Color LaserJet Managed E85055

● HP Color LaserJet Managed MFP E87640, E87650, E87660

● HP Color LaserJet Managed MFP E87640du, E87650du, E87660du

HP PageWide printers upgradable to FutureSmart 5

● HP PageWide Enterprise Color 556

● HP PageWide Enterprise Color MFP 586

● HP PageWide Enterprise Color 765

● HP PageWide Color MFP 774, 775

● HP PageWide Color MFP 779

● HP PageWide Managed Color MFP P779

● HP PageWide Enterprise Color MFP 780, 785

● HP PageWide Managed Color E55650

● HP PageWide Managed Color MFP E58650

● HP PageWide Managed Color E75160

● HP PageWide Managed Color P75250

● HP PageWide Managed Color MFP P77440

● HP PageWide Managed Color MFP E77650, E77660

● HP PageWide Managed Color MFP P77940, P77950, P77960

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 HP Digital Sender and HP ScanJet products upgradable to FutureSmart 5

● HP Digital Sender Flow 8500 fn2 Document Capture Workstation

● HP ScanJet Enterprise Flow N9120 fn2 Document Scanner

Overview
HP FutureSmart firmware is a unique and powerful operating system that enables the HP LaserJet and HP
PageWide enterprise devices to be more useful and productive, today and well into the future.

FutureSmart firmware allows customers to:

● Upgrade HP FutureSmart over time. Similar to a PC operating system, the customer can choose to update
with service packs or to update to a major new functionality release.

● Access a consistent and intuitive user interface across devices.

● Seamlessly incorporate paper documents with digital content right from the device.

● Experience an improved workflow with fewer steps to copy, scan, and fax.

● Install updates on their schedule.

HP FutureSmart lets customers interact with and manage their printer from a control panel located at the printer
or remotely from a web browser.

The printer model determines the configuration options that will be available from the HP FutureSmart interface.

Firmware is software that is embedded in a piece of hardware.

6 Chapter 2 Introduction to FutureSmart 4 and FutureSmart 5 ENWW

 Firmware is programming code that is stored on an electronic chip, disk drive, or other hardware within a
product.

Firmware controls how a product operates. The FutureSmart firmware on a HP LaserJet product controls which
features or menu items are available on a product control panel, and even what menu items look like.

● Many existing customers’ fleets could be running FutureSmart 3.

● Devices introduced from the spring of 2017 until February 2021 will ship from the factory with
FutureSmart 4. After those dates, products that support both FutureSmart 4 and FutureSmart 5 will ship
from the factory with FutureSmart 5 so that they can take advantage of the benefits of FutureSmart 5.

● Products introduced to the market after Spring 2017 cannot be downgraded to the HP Easy Select control
panel user interface (FutureSmart 2/3).

● Products introduced to the market after Spring 2021 cannot be downgraded to FutureSmart 4.

● FutureSmart 2/3 products with 4-line displays are not supported on FutureSmart 4 or FutureSmart 5.

To learn more about the HP FutureSmart, see:

● HP FutureSmart webpage

● Introduction to FutureSmart 4 on HP Enterprise MFPs (video, approximately 2.5 minutes)

● Upgrade firmware from the Control Panel using USB - FutureSmart 5

Features and functions

This section describes features of FutureSmart 4 and FutureSmart 5.

FutureSmart 4 and 5 provide a clean and simple graphical interface to operate and manage the printer.

● A tablet-like interface helps you perform day-to-day as well as maintenance operations from the control
panel.

● A message center provides detailed information and helpful animations to help you address device events.

● The appearance of the FutureSmart 4 or FutureSmart 5 control panel is model-dependent. The core
functionality of FutureSmart 4 and 5 is the same, but will have variations depending on the printer model,
as seen below.

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 Figure 2-1 FutureSmart 4 and 5 provide a consistent interface across devices

TIP: Watch Introduction to FutureSmart 4 on HP Enterprise MFPs to view a high-level overview of

FutureSmart 4.

Comparison
With HP FutureSmart 4 the control panel was completely redesigned.

New in the FutureSmart 4 and FutureSmart 5 control panel

8 Chapter 2 Introduction to FutureSmart 4 and FutureSmart 5 ENWW

 ● FutureSmart 4 and 5 introduced simplified menu trees.

● The locations and names of some options in previous versions of FutureSmart firmware have changed in
FutureSmart 4 and 5.

● In FutureSmart 4 and 5, navigate to menu items by swiping left or right.

● In FutureSmart 4 and 5, navigate by selecting a task such as Scan.

Figure 2-2 FutureSmart Comparison

HP’s Compass tool maps options in the FutureSmart 2/3 control panel to where they are and what they are
called on the FutureSmart 4 and 5 control panel.

● HP Compass Tool

Click the link below for information about the latest versions of FutureSmart firmware.

● HP FutureSmart - Latest Firmware Versions

Key takeaways
Following are the most important concepts from the Introduction to FutureSmart 4 and FutureSmart 5 module:

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 ● HP FutureSmart lets customers communicate and manage their printer from a control panel located at the
printer or remotely from a web browser.

● FutureSmart 4 and 5 provide a consistent (but not identical) interface across multiple products.

● The control panel (interface) changed from FutureSmart 2/3 to FutureSmart 4 and 5.

● Customers can use the HP Compass Tool to identify changed menu items on the updated interface.

● This change has implications for hard disk drive replacement, backup/recovery, and error codes.

After the release of the firmware, visit the following webpage for current information:

● HP FutureSmart webpage

Learning check
Answer the following questions to test your knowledge.

Click the Next button to continue.

Table 2-1 Questions

Question Answer Answer Answer Answer

Locations and names of True CORRECT ANSWER

options in previous
versions of FutureSmart False
firmware have NOT
changed in FutureSmart
4.

Any FutureSmart 3 CORRECT ANSWER False

product still shipping will
continue to ship with the True
HP Easy Select User
Interface (FutureSmart 2
and 3) through its
support life.

A customer calls. They CORRECT ANSWER Direct the customer to Ask the customer what Inform the customer that
upgraded their printer the manual that came happens if a USB key is this feature is no longer
firmware to HP Tell the customer to use with the printer. inserted at the printer. supported.
FutureSmart 4.7. Prior to the Compass tool,
the upgrade, the available on HP's
customer used a website.
"Retrieve from USB"
feature in FutureSmart 3.
Now they can't locate
that feature. Which of
the following should you
suggest?

10 Chapter 2 Introduction to FutureSmart 4 and FutureSmart 5 ENWW

3 Theory of operations

This lesson provides an overview of the FutureSmart 4 technology.

HP FutureSmart is firmware that it is embedded on the hardware, but it is also an operating system in that it
allows you to use the functionality of the Control Panel to perform printing and scanning tasks, to manage and
monitor the printer, and to troubleshoot issues with its operation. The interface to the printer on the Control
Panel is dictated by the version of the FutureSmart firmware and the capabilities of the printer (multi-function
versus single-function, for example).

HP FutureSmart 4 resides on the storage media, such as an Embedded Multi-Media Card (eMMC) or a disk drive.

Release strategy
This topic describes the types of releases and how to determine the firmware version.

Each release of FutureSmart supports multiple multi-function, single-function, and scanner models. The core
functionality of the firmware is consistent across all devices; model-specific, downloadable firmware bundles
add model-specific features. For example, upgrading the firmware for the HP Enterprise Laserjet M577 and HP
Enterprise Laserjet M775 MFP printers requires the download and installation of two different model-specific
firmware bundles. After upgrade, both printers share a common control panel display and core firmware
functionality in addition to model-specific firmware functionality. This strategy offers fleet consistency and
compatibility in customer environments. Customers can continue to upgrade to new versions of HP FutureSmart
as long as their product is supported by HP FutureSmart.

There are four types of firmware releases:

● A New FutureSmart Level in which the version number changes, such as from FutureSmart 3 to
FutureSmart 4 or from FutureSmart 4 to FutureSmart 5. A New FutureSmart Level might usher in a whole
new set of features; for example, FutureSmart 4 introduced a new tablet-like interface. When upgrading to
a New FutureSmart Level, many customer settings are retained.

● A Major release contains updates to the firmware such as bug fixes and enhancements. A Major release
version is indicated by the FutureSmart Level release version and the Major release version, such as 4.5.
Major releases generally occur in the first quarter and third quarter of the year, although they may occur
sooner if necessary to fix a newly discovered issue. They are released to HP.com and generally roll into
manufacturing. When upgrading to a new major release, customer settings are retained.

● A Minor Public release (Hot Fix) addresses specific critical and urgent issues generally tied to security,
certifications, or issues requiring service interventions. They might be unique to one or two products, or

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 they might be applicable to all products supporting the version of FutureSmart. They are released to
HP.com and generally roll into manufacturing.

● A Minor Interim release provides a temporary solution for customer elevations and/or business inhibitors.
Their distribution is controlled by the highest levels of HP Support and only available through an elevation
to HP Support. They are short-term solutions that eventually roll into the Major release firmware releases.

Table 3-1 FutureSmart release levels

New FutureSmart Level Major release Minor Public release (Hot Fix) Minor Interim release

Release level examples: Release level examples: Release level examples: Release level examples:

● FutureSmart 4 ● FutureSmart 4.5 ● FutureSmart 4.6.0.1 ● FutureSmart 4.4.3

● FutureSmart 5 ● FutureSmart 5.1 ● FutureSmart 4.10.1.2 ● FutureSmart 4.11.1

● Rare ● Bug fixes, major ● Addresses specific critical ● Bug fixes for customer
enhancements, and and urgent issues escalations, and business
● Brings major changes in security or regulatory inhibitors - enhancements
functionality into the updates to the fleet ● Product-specific for fleet to the fleet
product line release, on an as-needed
● Goal is to release twice a basis only ● Controlled distribution via
● Initially released as part of year on the web FTP; not released on the
an NPI, and then released ● Released on the web web
to the fleet ● Rolls directly to
manufacturing for ● Rolls directly into ● Does not roll into
● Does not roll into shipping products manufacturing for manufacturing
manufacturing to upgrade applicable shipping
previously introduced or ● Attempts to minimize products ● Short-term solution until
shipping products disruptions to a the next Major release
customer's current fleet becomes available
● Customers can upgrade
their current fleet when
they are ready to qualify or
deploy new features

Boot process
When you power on a device running HP FutureSmart, the device boots much like a personal computer does.
Several processes must complete before the printer is ready to use.

The HP FutureSmart interface presents an 8-stage boot progress indicator to display the stages of the boot
process. If the printer fails before reaching the Ready state, knowing the stage at which boot failure occurred is
useful in identifying and correcting the problem.

12 Chapter 3 Theory of operations ENWW

 Figure 3-1 Example of boot process

The 8 stages of the boot process are:

● Stage 1/8: BIOS is loaded.

● Stage 2/8: BIOS firmware version is checked; if a different firmware version is detected in the repository,
then the printer is upgraded and power-cycled; additionally, disk check is performed.

● Stage 3/8: OS is starting up.

● Stage 4/8: Application level services are starting up.

● Stage 5/8: Not displayed. No action is attached to this stage, the boot process continues.

● Stage 6/8: Check of partitions to ensure the correct partitions are available.

● Stage 7/8: Installation manager runs, and any new firmware is installed.

● Stage 8/8: Firmware is loaded and hardware is checked. Booting is finalized.

When the boot process is complete, the product enters the Ready state. The startup time varies from products to
product, but typically it takes less than five minutes.

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 Disk drive structure
The HP FutureSmart firmware resides on either an Embedded Multi-Media Card (eMMC) or a drive.

There are two main partitions on the disk drive to be aware of: Active and Repository.

● The Active partition contains the currently running operating system and base firmware. It also contains all
of the customer settings, PINs, and passwords.

● The Repository partition contains a compressed version of the current firmware base as well as any
upgrade bundle. The contents of the repository partition can be used to recover the firmware in the active
partition, if necessary.

The entire hard disk drive is encrypted, which means that data on both partitions are encrypted. This means that
if the hard disk drive is removed, any customer settings stored in the active partition are not readable.

If both the active and the repository areas are damaged, or if a Format Disk was performed, both the active and
repository locations are lost. The product displays a 99.09.67 error for an installed hard disk drive or a 99.39.67
error for an installed eMMC and firmware must be reloaded.

Firmware upgrade/downgrade process

As you will recall from the Boot Process topic just discussed, the firmware upgrade process occurs during the
phases of the boot process.

Upgrading the printer starts with a firmware bundle being loaded on the printer. This can be done at the printer
or remotely as we'll discuss in Maintain and Support module later in this course.

14 Chapter 3 Theory of operations ENWW

 The following items occur during the process:

● The firmware bundle (file extension: .bdl) is loaded to the Repository partition of the storage media.

● Each time the printer boots, the version of firmware running on the Active partition is compared to the
firmware on the Repository partition. If the Repository version is different, then the upgrade process is
launched.

● The compressed firmware bundle in the Repository is decompressed and runs on the active partition to
upgrade the printer.

● When the printer reaches a Ready state, it is running the new version of the firmware.

The version of firmware on the Repository will be checked against the Active partition every time the printer
boots. This means that if an older version is in the Repository, the printer is downgraded. If a newer version is in
the Repository, the printer is upgraded.

NOTE: The compressed firmware bundle continues to reside on the repository partition if recovery is needed.

If only one or a few number of components are running an older version of firmware than what is in the bundle
on the Repository, then only those components are upgraded.

Extensibility
The extensibility of HP FutureSmart firmware allows HP and third-party developers to create solutions that can
be integrated with the product and that extend the capabilities of the product. An example of a third-party
solution is the Access Control application designed by HP. This enables a card reader to be used for access. This is
something you might see in a retail environment where customers are charged to use the printer.

HP FutureSmart provides tools and resources for third-party solutions to integrate with HP products. HP
FutureSmart has the ability to manage multiple hardware platforms, software platforms, and vendors with
different capabilities and integration challenges.

The following HP product resources are available for third-party developers:

● Host USB port certification enhancement

● Secure Access Pocket Open Extensibility Platform (OXPd) 1.6

HP OXPd 1.6 is a module that is built into HP FutureSmart firmware for HP printers, digital senders, and network
scanners.

The OXPd Solution Installer allows administrators to install, license, and configure embedded software solutions
across an enterprise fleet of imaging and printing products.

For more information on the OXPd Solution, see HP Open Extensibility Platform.

TIP: You can view the Configuration report on the printer or in the EWS to see the extensions that have been
installed on the printer.

Security technologies
As printers become more complex, they can become targets for hackers looking for new ways to infiltrate the
network. In an event of a security threat or anomaly, HP offers these four key technologies applied from pre-
boot to boot-to-Ready state to protect HP Enterprise printers.

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 These are the main components of the security features of HP FutureSmart, some of which were implemented
in HP FutureSmart 3.7 and others were recently implemented in HP FutureSmart 4.5.

IMPORTANT: HP is always working to keep HP Enterprise printers secure with new features and changes to
address the latest security bulletins. Because of this, HP recommends keeping HP Enterprise printers and MFPs
updated to the latest available firmware.

HP FutureSmart - Latest Firmware Versions

Security Bulletin Archive

1. Check operating code

– HP SureStart provides pre-boot validation: The integrity of the BIOS is validated before firmware
boots

2. Check firmware

– Whitelisting and firmware boot validation: Digital signatures of firmware including 3rd party firmware
is validated before it executes

3. Check printer settings

– HP JetAdvantage Security Manager: Manages Settings

4. Continuous monitoring

16 Chapter 3 Theory of operations ENWW

 – Runtime intrusion detection

– HP Connection Inspector: Inspects network connection

Other security technologies implemented for HP printers include:

● Secure erase options

● Support for encrypted PDF

● Access security including Role-Based Access Control (RBAC)

For more information on security features, see:

● HP Connection Inspector

● HP Printing Security Best Practices for HP FutureSmart Products

● HP Solutions – Working with Secure by Default Settings

● HP JetAdvantage Security Manager - Managing Devices with FutureSmart 4.5 Firmware

● Secure by Default Initiative

● HP FutureSmart Firmware Device Hard Disk, SSD and eMMC Security

● HP FutureSmart EWS Security Log

● HP RAM Disk White Paper

FutureSmart 5 specific changes

Some specific Networking settings are obsolete for products introducted to the market with FutureSmart 5.
These networking changes do not apply to any FutureSmart 4 product that can be upgraded to FutureSmart 5.

Deprecated Network Settings

● Default-IP, RARP, ARP-Ping configuration

● ACL (access control list) – Firewall is enhanced to provide the same functionality and ease of use.

● Kerberos authentication in IPSec

● FTP-Print

● TFTP configuration

● Interlock mode – Require an acknowledgement (ACK) on all TCP packets before the printer can close a port
9100 print connection. Specify a port number and parameter value.

● Telnet configuration – SNMP OIDs and/or EWS settings added to cover all unique Telnet settings.

● Dynamic RAW port in Port 9100

● Interface-specific DNS resolution/resolver

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 Variances from FutureSmart 4

● SNMPv3 USM accounts – OIDs that allow the definition of additional accounts are not persistent. Only the
account defined in the EWS will be retained through a reboot.

● DNS suffixes – total number reduced from 24-36 to six.

● DNS resolution not interface specific

● TCP MSS (maximum segment size) – one setting applies to all interfaces

● SNMP not interface independent. Most settings are applied to all interfaces.

● IPSec – minor functionality variances

● Interface-specific secure communication settings (TLS and cipher settings)

Key takeaways
Key takeaways

● HP FutureSmart releases four types of upgrades: New FutureSmart Level bundles that contain all the
firmware components and can constitute a significant change in operation such as a new interface, and
Major bundles that contain updates, bug fixes, and so forth.

● The boot process consists of eight stages. Each stage constitutes a significant action that can be used to
diagnose an issue if the printer halts at a particular stage.

● The storage media is structured with two main partitions: an Active partition that contains the running
operating system firmware and user settings and a Repository partition that contains a compressed
version of the current firmware.

● Firmware upgrades are performed after the firmware bundle is loaded and the firmware versions checked
during the boot process. Once a new version of the firmware is loaded it will be upgraded during the boot
process.

● HP printers can accommodate third-party applications to extend the functionality of the printer.

● HP printers employ the latest security technologies to check the BIOS during the boot process, look for
malware, validate Digital signatures, and settings, and perform other runtime security functions.

Learning check
Answer the following questions to test your knowledge.

Click the Next button to continue.

Table 3-2 Questions

Question Answer Answer Answer Answer

Firmware resides on CORRECT ANSWER Main board Formatter Online

which component of an
HP product running HP Storage media
FutureSmart 4 and 5?

18 Chapter 3 Theory of operations ENWW

 Table 3-2 Questions (continued)

Question Answer Answer Answer Answer

Which of the following 4.7 3.5 CORRECT ANSWER 4.2

version numbers would
be considered a New 4.0
FutureSmart Level
release?

HP SureStart is one of It checks the certificates CORRECT ANSWER It validates the printer It detects malware
the security features of loaded on the printer. settings. intrusion attempts.
HP FutureSmart. Select It validates the integrity
the correct description of of the BIOS before the
what HP SureStart does firmware boots.
during the boot process.

If updated firmware is CORRECT ANSWER Stage 3 of 8. Stage 5 of 8. Stage 4 of 8.

loaded on the printer, it
is detected and installed Stage 7 of 8.
before the printer
reaches the Ready state.
During which stage in the
boot process is the
firmware upgraded?

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20 Chapter 3 Theory of operations ENWW
4 Set up and use

In this lesson, you will learn about configuring FutureSmart 4 firmware for security, printing options,
customization, and everyday operations.

Control panel
This section covers FutureSmart 4 and FutureSmart 5 control panel and functionality.

You set up and use FutureSmart 4 and 5 by interacting with the printer's control panel. FutureSmart 4 and 5
present a completely redesigned control panel when compared to HP FutureSmart 3 and FutureSmart 2.
FutureSmart 4 and 5 are very different from FutureSmart 2 and 3. If a customer is still using a printer with
FutureSmart 2 or 3 installed, you might want to use the HP FutureSmart Compass tool to locate menus and
actions that might be different among the user interfaces. Customers can access the Compass tool on hp.com
(link at right).

After the printer starts up, the user will be presented with the initial FutureSmart 4 and FutureSmart 5 interface
of the Copy/Scan/Print buttons. There will be a Fax button present on the initial interface for models with fax
capabilities.

The user interface is designed with the smart device user in mind for ease of use, e.g. swiping, rotating, drag-
and-drop.

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 Figure 4-1 Control panel swiping

HP Compass tool

Initial setup tasks

Initial setup tasks can be performed on the control panel, using Embedded Web Server (EWS), or Web Jetadmin.

The control panel allows administrators to perform some of the setup at the printer. However, some settings
must be configured using the EWS.

When the printer is turned on for the first time, customers will see the Initial Setup menu item. This menu item
lets them set up:

22 Chapter 4 Set up and use ENWW

 ● Language settings

● Location

● Date and time plus how the date and time are formatted

The first-time settings and the following settings can also be enabled from the control panel at a later time from
the Settings menu, the EWS, or the HP Web Jetadmin app.

● Email (MFP products only)

● Fax (MFP products only)

● Print from USB

ENWW Initial setup tasks 23

 Figure 4-2 Initial setup tasks

NOTE: Optional settings for these features can be configured by accessing the Settings setup menu on the
control panel, through the EWS, or by using Web Jetadmin.

USB features are enabled through the EWS or Web Jetadmin.

Embedded Web Server (EWS)

The Embedded Web Server (EWS) lets you manage the printer remotely.

24 Chapter 4 Set up and use ENWW

 Although the Control Panel lets you manage some features at the printer, the Embedded Web Server (EWS) lets
you manage the printer remotely. The EWS provides an interface to a network-connected printer that allows
authorized users to manage the printer from a standard Web browser.

Use the HP Embedded Web Server (EWS) to manage a network-connected printer remotely through an Internet
browser. No additional software or drivers are required.

To access the EWS for the first time, you will need to look up the printer's IP address as follows:

● From the Home screen on the printer control panel, touch the Information icon , and then touch the
Ethernet icon to display the IP address or host name.

For more information, see the HP LaserJet Enterprise, HP LaserJet Managed, HP PageWide Enterprise, HP
PageWide Managed – Configuration Guide using the Embedded Web Server (EWS).

The following video (10 minutes) is an introduction to the EWS.

View a video about the EWS.

HP Web Jetadmin
HP Web Jetadmin is used to manage multiple printers from a single application.

Although a customer can manage the printer remotely from EWS, a customer might want to manage multiple
printers from a single application. In this situation, they can download and install HP Web Jetadmin. HP Web
Jetadmin is a free download from HP. It offers a web-based interface to install, configure, troubleshoot, and
manage both HP and non-HP networked and PC-connected print devices.

For more information, see the HP Web Jetadmin User Guide.

The following video (2:28 minutes) provides an overview of HP Web Jetadmin features. This video requires an
Internet connection.

View a video of HP Web Jetadmin Overview

Adding contacts
A single contact, or a group of contacts, can be added to the printer from the Contacts menu on the Control
Panel. Users can then select Contacts from the Control Panel to choose email addresses, fax speed dial
numbers, or user access codes to scan and send documents.

To add contacts using the EWS, select the Scan/Digital Send menu and select Contacts from the left pane.

● To add a single contact, select Add Contact from this menu and fill in the contact information.

● To add multiple contacts, import an address list from a .csv (comma delineated file).

The EWS Scan/Digital Send menu can also be used to:

● Enable a search for a contact from an LDAP server on the network, or after the user signs in with their
Windows credentials.

● Export contacts, speed dial numbers, or user access codes to another printer.

ENWW HP Web Jetadmin 25

 NOTE: If enabled, Administrators can add a single contact or a group to the Contacts menu on the control
panel.

Customize the home screen

From the EWS, HP FutureSmart 4 and FutureSmart 5 allow Administrators to customize the experience for users
on the control panel Home screen.

General tab > Control Panel customization menu

These are the customization options available:

● Create a Welcome screen. The Welcome screen can show a custom text and color to be displayed while the
product is inactive. Additionally, customers can choose a wallpaper as a background from an image file.

26 Chapter 4 Set up and use ENWW

 – The image file can be located from the computer, a network location, or a USB drive and is copied to
the storage media.

● Choose which options or Apps are displayed on the Control Panel menus. For example, a customer may
want to include Quick Sets as a menu item such as the menu item for Scan to a SharePoint as shown here.

ENWW Customize the home screen 27

 NOTE: These image files are supported for wallpaper: .jpeg, .png, .gif, or .bmp.

Up to 15 Apps can be displayed on a single screen.

For more information, watch the following video (approximately 2 minutes):

Customize the Control Panel Home Screen from the EWS

Energy consumption
FutureSmart 4 and FutureSmart 5 include several features to help reduce energy consumption.

To take advantage of the HP FutureSmart 4 and 5 support of enhanced power-management features that meet
or exceed Blue Angel and Energy Star specifications, the following settings must be configured. Energy settings
are available from the following menu on the control panel:

● Settings > General > Energy Settings

From this menu, you can select Sleep Schedule or Sleep Settings.

Sleep Settings include:

● Sleep after inactivity

HP FutureSmart 4 and 5 products have a redesigned timer which allows users to manage power-saving or
sleep modes in two phases. Users can print to the product while it is in either sleep state without manually
waking it. Opening and then closing a paper tray might not wake the product. Users might need to
manually wake the product when changing paper types.

– Sleep time: The default is zero which means the printer will go to sleep in less than one minute of
inactivity. Depending on the product, users can configure the product to enter Sleep After Inactivity
mode between zero and 118 minutes, using the control panel or EWS.

– Auto Off after sleep: Puts the printer into a deeper power save mode after a period of sleep. Products
will first enter Sleep after inactivity mode, and then enter the Auto Off after sleep mode. While in both
of these modes, the product is still active, but efficiently managing power consumption. Users can set
Auto Off after sleep mode to begin after a period of between 0 and 119 minutes of a product’s
sustained inactivity. The timer will start after the first suspend mode has begun. For example: If Sleep
after inactivity mode was set to 10 minutes and Auto Off after sleep mode was set to 5 minutes, the
Auto Off after sleep mode would initiate 15 minutes after product was last active.

● Idle

By default the printer stays warm between jobs to optimize speed and print the first page of jobs faster. To
conserve energy, set the printer to cool between jobs.

NOTE:

● HP FutureSmart 4 and 5 products sense if attached solutions support Auto Off after sleep mode. The
printer will only go into Auto Off after sleep mode if the accessory or solution can automatically wake from
Auto Off after sleep mode.

● The USB printer port is disabled by default in the EU to meet certain requirements. A setup wizard appears
for users to enable the USB port when the port is first used.

● Not all models support Auto-off after sleep.

28 Chapter 4 Set up and use ENWW

 To learn how to manage energy settings from the control panel, watch the following video (approximately 3
minutes):

Managing Energy Settings on HP Enterprise MFPs

Install certificates
Use the Certificate Management page from the Security tab (in the EWS) to manage certificates for identification
of the printer on a network and to encrypt data used by the printer.

The printers come with a self-signed Certificate Authority (CA) certificate installed by default. The printers also
come with three Root CA Certificates from popular Certificate Authorities. These Root CA Certificates can be used
to authenticate popular email services including Gmail, Yahoo, and MS Office 365.

If trusted authentication is required for a new application, a new certificate signed by a CA must be installed.
Certificates can be installed using the Manage Remote Apps menu from the Security tab of EWS. This feature is
only available when a customer upgrades to FutureSmart 4.5 or a later version.

Manage Remote Apps supports these formats for certificates:

● DER (binary)

● CER (binary or Base64)

● PEM (Base64, installs single certificate)

You can use Security-> Certificate Management to both install or remove certificates.

NOTE: Certificates are used for data encryption and identification of the product on the network.

For detailed instructions, see the HP LaserJet Enterprise, HP LaserJet Managed, HP PageWide Enterprise, HP
PageWide Managed – Configuration Guide using the Embedded Web Server (EWS).

Secure by default
With FutureSmart 4.5, HP introduced the concept of Secure by Default.

Secure by Default refers to updated default settings for a suite of security features implemented in HP
FutureSmart firmware to make printers and MFPs more secure “out of the box”.

Some of these updated settings may block installation or configuration of certain solutions that require agents
to be installed on the device. This screen shows some of the settings which are configured the default from the

ENWW Install certificates 29

 Security menu of EWS. Some of the settings set by default are shown here.

30 Chapter 4 Set up and use ENWW

 NOTE: For solutions that require agents to be installed on the device, administrators may need to temporarily
disable Secure by Default settings prior to performing agent installation or configuration.

For larger device fleets, customers might use HP Web Jetadmin to manage the Secure by Default settings and
create a configuration template to disable these settings prior to Solution installation or configuration.

For more information, see HP Solutions – Working with Secure by Default Settings.

Configure access
FutureSmart 4 and FutureSmart 5 include several security features to restrict who has access to configuration
settings, to secure data, and to prevent access to valuable hardware components.

Using the EWS, the following tasks should be performed by an Administrator as part of setting up the printer.

● Reset the default Administrator password. One of the first tasks an Administrator should do is to reset the
default password which is: admin. Notice that password will also be the Device Administrator Access Code
at the printer Control Panel.

● Set up password complexity. Administrators have the ability to setup guidelines for password creation and
number of times an incorrect password can be entered before the device locks the user out.

● Set up numeric Printer Job Language (PJL) passcode. Setting a numeric PJL password prevents PJL
command processing unless the correct password is specified. The following commands are protected: PJL
File System commands, PJL Device Attendance commands, SNMP Passthrough commands, and
Environment commands that affect the default environment.

● Set up print feature permissions. Some or all features (as shown here) on the printer control panel can be
secured so that unauthorized people (Device Guest) cannot use them unless they supply a sign on
passcode. They are all set to be accessed by Device "guest" by default without a passcode.

Administrators can also set it up so that a user can sign in using their email (LDAP) or Windows account.

Table 4-1 Sign-in options and descriptions

Sign-in method Description

Local device Local accounts have access codes between 4 and 8 digits long. Accounts are stored on the product
hard disk.

LDAP Authenticate using an LDAP directory server. A user name and password will be requested.

Windows Windows domain, user name, and password will be requested.

NOTE: By default, all print features for Device Guest are set to Access Granted, and Device Users are set to Full
Access, which do not require a sign-in method.

Printers have a default role of Service with a Service Access Code (see the Maintain & Support module for more
information).

More information

For detailed instructions, see the HP LaserJet Enterprise, HP LaserJet Managed, HP PageWide Enterprise, HP
PageWide Managed – Configuration Guide using the Embedded Web Server (EWS).

For advice on creating secure passwords, see HP FutureSmart 4 Administrative Password Security Features.

ENWW Configure access 31

 Creating quick sets
Boost productivity by creating Quick Sets and importing contacts.

Customers can create Quick Sets that allow them to apply the same settings (page size, resolution, file format)
to multiple scan and print jobs.

Depending on printer model, Quick Sets can be created for these base applications:

● Scan to E-mail

● Fax

● Scan to Network Folder

● Scan to USB

● Copy

● Save to SharePoint®

32 Chapter 4 Set up and use ENWW

 You can also import contacts to streamline the process of faxing documents, emailing them, or saving them to a
folder.

ENWW Creating quick sets 33

 NOTE: For a Quick Set to be available from the printer Control Panel, the base application (such as Scan to E-
Mail) must be enabled from EWS.

Key takeaways
Key takeaways

34 Chapter 4 Set up and use ENWW

 ● An Initial Setup screen appears when the customer boots the printer for the first time to let them set the
language, date and time, and location.

● Although many tasks can be performed at the printer on the Control Panel, customers can also manage the
printer remotely either from the Embedded Web Server (EWS) or HP Web Jetadmin.

● For firmware versions 4.5 and later, the printer settings are locked down by default, this is referred to as:
Secure by Default.

● Other tasks that customers will perform to customize their printer include configuring access, managing
the power, enabling/disabling functions, and modifying the Home screen.

Learning check
Answer the following questions to test your knowledge.

Click the Next button to continue.

Table 4-2 Questions

Question Answer Answer Answer Answer

With the HP FutureSmart Select a tab and drill Scroll up and down to CORRECT ANSWER Select the magnifying
4 touchscreen Control down to the menu they locate a particular menu. glass and enter the name
Panel, which of the want. Swipe left to right to of the task they want to
following actions is used locate a particular menu. perform.
to navigate to menus?

The Administrator can CORRECT ANSWER False

choose which options or
Apps are displayed on True
the Control Panel menus
by customizing the
Home screen.

From which location can From the Control Panel. CORRECT ANSWER From the printer driver. None of the above.
the Administrator set
requirements for From the Embedded
password complexity on Web Server (EWS).
a device running
FutureSmart 4?

A customer calls. They Their email contacts are CORRECT ANSWER They are scanning The Scan to Email
are unable to create a not loaded on the printer. documents that are too application needs to be
Quick Set for Scan to The Scan to Email large to email. enabled from the Control
Email and make it application needs to be Panel.
available on the Control enabled from the EWS.
Panel. Which of the
following is the most
likely cause of the
customer's problem?

ENWW Learning check 35

36 Chapter 4 Set up and use ENWW
5 Maintain and support

This lesson covers the common tasks for printer maintenance and troubleshooting using HP FutureSmart 4 and
FutureSmart 5 Support Tools.

Maintenance involves launching the tools for calibration and cleaning, performing backup and restore actions,
and upgrading the firmware. Maintenance is performed proactively.

Support involves collecting data from diagnostics, and upgrading the firmware as necessary, collecting data from
diagnostics, reports, and logs that describe events that led up to an issue or an event, and locating the meaning
of error codes reported.

Service, which requires a service password, provides access to more detail on the printer and advanced
troubleshooting tasks.

You can also access these functions from the EWS web-based dashboard.

This module will provide an overview of these menus as you maintain and support the printer using HP
FutureSmart 4 and 5 firmware.

Maintenance tools
In this topic, you will learn about the Maintenance menu within Support tools.

Many of the features that were either standalone on previous versions of the firmware, or located under
Administration, are now located under Support Tools. In the next few topics, we'll explore the tasks that can be
performed proactively from the Control Panel or from the corresponding items in the EWS web browser
dashboard.

ENWW 37
38 Chapter 5 Maintain and support ENWW
Backup and restore configuration
The Back up and Restore feature lets you back up data on the printer or restore data files from a previous
backup. System values and customer data are saved to the product disk drive or USB flash drive.

It’s a good idea to back up a device’s configuration settings before you upgrade the device’s firmware. Doing so
allows you to fall back to the original configuration in the event something goes wrong with the firmware
upgrade.

IMPORTANT: When you back up a printer, the following are necessary to restore the backup to the printer:

● The printer must be on the same version of firmware on which you made the backup.

● The printer must be the same model and speed as the printer on which you made the backup.

ENWW Backup and restore configuration 39

 Figure 5-1 Backup and restore from device

Backup and restore from EWS

You can use the backup and restore function in the EWS.

Select this option to enable the creation of an automatic backup file of current product settings prior to a
firmware upgrade and the ability to restore those settings when installing the same version of firmware that the
backup file used. This setting will apply when installing firmware from this web page or from the product.

40 Chapter 5 Maintain and support ENWW

 In the EWS, click on Troubleshooting in the top menu. Select Firmware Upgrade on the side menu. Check the box
next to Automatic Back up/Restore (make sure it's highlighted with a blue checkmark in the box), then click Save
right underneath it.

Import/export settings
If a device is running FutureSmart 4.7 or later, you can use the Import/Export feature to export and then import
several device settings to any Enterprise Printer or MFP that is also running FutureSmart 4.7 or later using the
Main Menu > Support Tools > Maintenance > Import/Export option.

Unlike Backup and Restore, this feature allows:

ENWW Backup and restore configuration 41

 ● Importing to a device running a different firmware version as long as both devices are running FutureSmart
4.7 or later.

● Importing to a different device model than then on which the export was taken. Features settings that are
not available on the destination device are ignored when imported.

Some of the items that can imported or exported are the following:

● Home Screen settings

● Contacts

● Account permissions

● Job apps

● Other

Figure 5-2 Export Files

42 Chapter 5 Maintain and support ENWW

WISE and CPMD's
For both internal support technicians and partners who support HP products there is a knowledge portal called
WISE (Web-Based Interactive Search Engine) which provides access to HP technical information such as issue
resolution documents, videos, and step-by-step troubleshooting wizards. The home page is shown here.

From WISE, support technicians can access the Control Panel Message Document (CPMD) for the printer model
that they are working on. The CPMD will step you through a resolution or present applicable error codes.

HP External users will access WISE for Channel at the Partner First Portal. The Partner First Portal authenticates
channel partners and transmits key channel partner authorization data to WISE. To access WISE from the Partner
First Portal, select Services & Support > Services Delivery > Technical Support > Technical Documentation.

HP Internal Users will access WISE through the HP Intranet using the following links:

AMS

● https://support.hp.com/wise/home/ams-en

● https://support.hp.com/wise/home/ams-fr

ENWW WISE and CPMD's 43

 ● https://support.hp.com/wise/home/ams-es

● https://support.hp.com/wise/home/ams-pt

APJ

● https://support.hp.com/wise/home/apj-en

● https://support.hp.com/wise/home/apj-ja

● https://support.hp.com/wise/home/apj-ko

● https://support.hp.com/wise/home/apj-zh-Hans

● https://support.hp.com/wise/home/apj-zh-Hant

EMEA

● https://support.hp.com/wise/home/emea-en

Training courses for WISE

For more information on how to use WISE, search on "WISE" in SABA for training courses.

44 Chapter 5 Maintain and support ENWW

Upgrade firmware
In this topic, you will learn how to upgrade the firmware to FutureSmart 4 or 5.

A firmware upgrade might be required in the following situations:

● The customer received a new printer prior to an update to the firmware being released.

● A customer is experiencing an issue which a firmware upgrade might fix.

● A customer wants to upgrade to a major release of the firmware.

As explained in the theory of operations, HP FutureSmart firmware is released as either a New FutureSmart
Level, such as HP FutureSmart 4, or as a Major bundle, such as HP FutureSmart 4.5.

Before upgrading to a New FutureSmart Level, make sure any installed solutions support the target FutureSmart
version. If necessary, upgrade the solution first, and then upgrade FutureSmart. Upgrading to a New
FutureSmart Level may cause the need for solutions to be reinstalled or reconfigured, or may block installation
of the solution. If installation is blocked, disable the FutureSmart security settings, install the solution, and then
re-enable the FutureSmart security settings.

In the next three topics, we will discuss how upgrades can be performed at the device using USB, using the
Embedded Web Server (EWS), or across the fleet using HP Web Jetadmin.

IMPORTANT: Only use the Preboot Menu to perform firmware upgrades when the device in an unrecoverable
error state, such as 49.xx.xx.

Click HP FutureSmart - Latest Firmware Versions to view how to upgrade firmware and for model-specific
firmware links.

Upgrade firmware: USB

To upgrade firmware at the device, you will load the firmware onto a USB drive, insert the drive at the printer,
select Support Tools and then select USB Firmware Upgrade.

ENWW Upgrade firmware 45

 Figure 5-3 Device (Main Menu > Support Tools > Maintenance > USB Firmware Upgrade)

For more information, watch the following videos:

Upgrade firmware from the Control Panel using USB – FutureSmart 3 to 4

Upgrade firmware from the Control Panel using USB – FutureSmart 4 to 4.X

Upgrade firmware from the Control Panel using USB - FutureSmart 5

Upgrade firmware: EWS

To upgrade firmware from the EWS, you will access the Troubleshoot >Firmware Upgrade item, and then
navigate to the path where the firmware is stored on your local drive next to Choose File.

46 Chapter 5 Maintain and support ENWW

 Figure 5-4 EWS (Troubleshooting > Firmware Upgrade)

For more information, watch the following videos:

Upgrade firmware from the EWS – FutureSmart 3 to 4

Upgrade firmware from the EWS – FutureSmart 4 to 4.X

Upgrade firmware: HP Web Jetadmin

HP Web Jetadmin can upgrade the firmware for both HP Jetdirect devices and printers over the network for
multiple devices simultaneously.

Once downloaded, you will see a screen similar to this from which you can select a firmware bundle.

ENWW Upgrade firmware 47

 For more information about upgrading firmware using Web Jetadmin, click the following link:

● Upgrading Firmware using HP Web Jetadmin

Device user statistics log

This menu is new to firmware versions 4.7 and higher. Use this menu as indicated to either reset or print usage
statistics.

From EWS, print the Usage Report (Information > Usage Page) from the Information menu for the same data.
Notice that this feature requires Administrative privileges for access.

48 Chapter 5 Maintain and support ENWW

Resetting the printer
If the issue requires that you restore the printer, the following methods are available. The appropriate method
will depend on the issue.

From the EWS— from the General tab, select Reset Factory Settings

● This will restore the printer to the default settings from the factory.

● This will change the firmware running on the active partition to the defaults.

● This will not change the networking setup including the IP address set for the printer if set manually.

From the Pre-Boot menu—Performing a partial clean on the storage media

● This function is accessed from the Pre-Boot menu. This basically reloads the firmware.

● This will format the active partition so that the next time the printer is rebooted, the firmware bundle
residing the repository will be uncompressed and installed on the active partition.

● This will remove any default solution settings, network settings, and other customer settings.

From the Pre-Boot menu—Formatting the drive

● This function is accessed from the Pre-Boot menu.

● The storage media is completely reformatted including both partitions: active and repository.

ENWW Resetting the printer 49

 ● This requires that you reload the firmware from a USB drive at the printer.

● This is rarely done unless in extreme situations where the printer drive was corrupted.

Debug and diagnostics

At the instruction of the HP product engineering team, you may be asked to retrieve debug or diagnostic logs
from either the Support tools menu from the Control Panel, or from the Troubleshooting tab from EWS, or from
the Pre-Boot menu under the Administration option.

Diagnostic logs have the following characteristics:

● The logs are encrypted.

● The name of the diagnostic log contains the serial number of the printer plus the date the diagnostic log
was exported.

● The filename follows this format: serial-number_date.jdp

These are three methods for retrieving diagnostic logs from the printer:

● Retrieve Diagnostic Data in EWS - Allows an administrator to retrieve logs remotely and save the log file to
their computer.

● Retrieve Diagnostic Data from the control panel - Allows the log file of debug and diagnostic data to be
generated at the printer from the Support Tools menu and saved to a USB flash drive, which can then be
emailed to an HP Product Engineer. The USB port must be enabled in EWS.

● Copy logs from the Pre-Boot menu - Allows service personnel to use the Copy logs menu item to pull the
diagnostic log at the printer from the Pre-Boot menu when the printer is booting to an error state instead
of to a Ready state. As with the previous method, this requires that a service technician is at the printer.

IMPORTANT:

● Always gather diagnostic logs as quickly as possible after you encounter an issue. It is also important to try
to gather logs before turning off the printer after the issue occurred. Useful details in the log can be erased
when you turn off and then turn on the printer.

● HP recommends always gathering the diagnostic logs from the Troubleshooting menu on the printer
control panel when possible.

● HP recommends that you always perform the Generate Debug Data step before retrieving the logs. This
step takes a snapshot of the current logs and gathers additional files that otherwise are not retrieved.

● Gather a log from the Pre-Boot menu only when the device cannot boot to a ready screen, such as with a
49.xx.xx error. It can also be used if a customer would like to see what is in the logs, as the log it provides is
not encrypted. The Pre-Boot menu log does not contain the same level of detail as the diagnostic logs from
the Troubleshooting menu.

50 Chapter 5 Maintain and support ENWW

 Figure 5-5 Generate a .jdp log

IMPORTANT: Do not rename the resulting .jdp file or HP will not be able to unencrypt it.

Generate Preboot logs

In this topic, you will learn how to generate Preboot logs for troubleshooting FutureSmart 4 firmware.

When troubleshooting an issue on a device that won’t stay booted (or in a situation where a customer wants to
see unencrypted logs), you can generate the following logs in the HPLogs.zip file located in the Preboot Log
directory:

Subsequent topics show the following logs that you can generate from the Pre-boot menu.

● Error.log

● Warning.log

● Info.log

ENWW Generate Preboot logs 51

 Logs in the Preboot Log directory are not encrypted. These logs are typically not as useful as the .jdp logs in
terms of troubleshooting issues. However, analyzing them is useful when:

● The printer will not boot to a ready state (persistent errors or boot hangs and crashes), and/or

● When the customer wants to see the (unencrypted) logs.

Error log
The error log shows the general health of the system. It shows the crashes and serious errors that have occurred
over time.

52 Chapter 5 Maintain and support ENWW

 Inside the error log, you will see how many times the device has been rebooted.

You will also see a stack trace along with a uniquely identifying issue signature you can compare to the issue
signature of an identified problem that occurred another device.

Figure 5-6 Error log

Warning log
The warning log shows errors that are less critical than those in the error log, but that still may be of concern.

ENWW Warning log 53

 While the warning log may provide useful context for troubleshooting an issue, it is less likely to be of use than
the error log.

Figure 5-7 Warning log

The warning log shows 99 errors and 44 LDAP errors.

Info log
The info log shows firmware updates, embedded solution installation, and other basic (non-error) information.

54 Chapter 5 Maintain and support ENWW

 Figure 5-8 Info log

Error codes
Error codes are displayed in this format: uv.wx.yz

● "uv" identifies the type of error category.

● "wx" provides additional information on the subsystem that is affected.

There are many error code subsystem categories available with HP FutureSmart firmware. Below is a small
sampling of the subsystem categories which you might encounter:

ENWW Error codes 55

 ● 13 – Jams (for example, 13.wx.yz)

● 31 – ADF

● 49 – System failures

● 59 – Motor errors

● 99 – Disk errors

49.xx.xx errors are unrecoverable firmware errors.

Due to the random nature and the difficulty of reproducing code 49.xx.xx errors, these system failure errors can
be complex to identify and troubleshoot.

Approximately 95% of 49.xx.xx errors are permanently solved by a firmware upgrade. Click the link below to
access the support page for a product specific firmware support site, and access the Readme file for the latest
firmware release.

● HP FutureSmart - Latest Firmware Versions

Service menu on the control panel

This is a look at the Service menu on the Control Panel.

This menu can be accessed if the printer is in the Ready state. Alternately, you can use the Troubleshooting tab
in the EWS or the Pre-Boot menu (if the printer issue is causing the printer to fail before reaching a Ready state).

Before you can access this menu, you will be required to enter a service password at the Control Panel. Access to
these menus through the EWS requires Administrator password or service account privileges. Service password
numbers are printer-specific and can be found in the Service documentation on WISE.

56 Chapter 5 Maintain and support ENWW

 The MPS Settings, Advanced Service, and Test Support menu items provide additional tests that you can run as
applicable to the printer.

ENWW Service menu on the control panel 57

 Most of the troubleshooting you will do can be accomplished from the Troubleshooting menu.

You may, however, be directed to access the Service menu to retrieve specific information in an escalation
scenario.

Key takeaways
Key takeaways you should learn from the Maintain and Support section

● Consult WISE, and, if applicable, the Control Panel Message Document (CPMD) within WISE for all customer
issues.

● HP recommends that you backup/restore configuration settings before upgrading any firmware. You can
backup/restore at the device or using the EWS.

● Only use the Preboot Menu to perform firmware upgrades when the device in an unrecoverable error state,
such as a 49.xx.xx error.

● You may be required to generate an encrypted diagnostic log for HP product engineering.

● When the printer cannot reach a Ready state, you can use the Preboot menu to generate error, warning,
and info logs.

● The number of the error denotes the type of error and which subsystem is affected.

● Ensure that you know how the printer is affected by different types of resets.

Learning check
Answer the following question to test your knowledge.

Click the Next button to continue.

Table 5-1 Questions

Question Answer Answer Answer. Answer

Which of the following Upgrade the firmware Upgrade the firmware at Update the firmware for CORRECT ANSWER
methods can be used to from the EWS. the printer using a USB a set of printers using
upgrade the FutureSmart drive. Web Jetadmin. All of the above.
firmware?

A customer calls with an Use a search engine to Look for the manual on CORRECT ANSWER Access the Learning
error code and a locate the error code. hp.com for the printer Center for a course that
description of an issue model identified by the Access the Web-Based explains how to
they are seeing with their customer. Interactive Search Engine troubleshoot this issue.
print jobs. As part of (WISE).
collecting data on the
issue, your first action
should be to:

58 Chapter 5 Maintain and support ENWW

 Table 5-1 Questions (continued)

Question Answer Answer Answer. Answer

If a printer has failed to Control panel CORRECT ANSWER Embedded Web Server All of the above.
reach the Ready state, (EWS)
where can you obtain Pre-Boot menu
diagnostic logs from?

49.xx.xx errors can be CORRECT ANSWER Reset the printer to Turn the printer off and Perform a Backup/
complex to identify and factory settings in the then back on. Restore on the printer.
troubleshoot. Upgrade the firmware. EWS.
Approximately 95% of
49.xx.xx errors can be
solved by doing what
action?

ENWW Learning check 59

60 Chapter 5 Maintain and support ENWW
6 Documentation and other resources

Use the following links to find additional information.

For a map of functions for FutureSmart 2/3 to FutureSmart 4, see HP Compass Tool.

For additional information about firmware updates, see:

● HP FutureSmart - Latest Firmware Versions

● HP Printers - Updating or Upgrading Printer Firmware

For steps to disable firmware security settings so you can install (or re-install) a solution after a firmware
upgrade, see HP Solutions – Working with Secure by Default Settings.

For additional information about the EWS, see HP LaserJet Enterprise, HP LaserJet Managed, HP PageWide
Enterprise, HP PageWide Managed – Configuration Guide using the Embedded Web Server (EWS).

For more information on security features, see:

● HP Connection Inspector

● HP Printing Security Best Practices for HP FutureSmart Products

● HP Solutions – Working with Secure by Default Settings

● HP JetAdvantage Security Manager - Managing Devices with FutureSmart 4.5 Firmware

ENWW 61
62 Chapter 6 Documentation and other resources ENWW
7 Course exam

Answer the following questions based on the information provided in this training.

After completely answering a question, click the Next button to continue. Your final score and results will be
shown at the end of the exam.

Table 7-1 Exam Questions

Question Answer Answer Answer Answer

HP FutureSmart allows customers to do which of the Operate and Customize the Have a CORRECT
following: manage a printer. control panel consistent user ANSWER
Home screen interface across
with Quick Sets printers in a work All of the above.
for common environment.
tasks.

HP FutureSmart 4 and FutureSmart 5 have a redesigned Look up their Take a course on Press the CORRECT
interface that is different from HP FutureSmart 3. As a printer model on the new context-sensitive ANSWER
result, customers that upgrade might experience support.hp.com. interface from help on the
difficulty locating frequently used features. What should the external screen they are Direct them to
you recommend to the customer to help with this Learning Center on to locate the the HP Compass
transition? website. function. tool.

FutureSmart 2/3 products with 4-line displays are NOT CORRECT False
supported on FutureSmart 4 or FutureSmart 5. ANSWER

True

Which of these version numbers indicates a release with 4.0 CORRECT 3.0 2.0
enhancements and bug fixes (Major release)? ANSWER

4.7

The boot process completes how many stages before the 7 CORRECT 6 5
printer reaches the Ready state? ANSWER

The storage media on which the HP FutureSmart Active partition CORRECT Primary partition Secondary
firmware resides contains two main partitions. On which ANSWER partition
partition does a compressed version of the firmware
reside? Repository
partition

One of the security features in FutureSmart is HP CORRECT False

Connection Manager, which inspects outgoing network ANSWER
connections to stop suspicious requests and thwart
malware. True

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 Table 7-1 Exam Questions (continued)

Question Answer Answer Answer Answer

What is the name of the platform that third-party HP Solutions CORRECT HP Web HP JetAdvantage
developers can use to create solutions that integrate with ANSWER JetAdmin
a FutureSmart product?
HP Open
Extensibility
Platform (OXPd)

What is a key benefit of the HP Embedded Web Server It can be used to It provides CORRECT It can be used to
(EWS)? manage multiple updated default ANSWER pre-configure
printers from a settings for a driver settings
single suite of security It lets you and shortcuts to
application. features. manage a printer be installed on
remotely from users’
your computer computers.
using a standard
web browser.

What is the first step for accessing the EWS after the CORRECT Locate the IP Locate the IP Log in with
printer is connected to the network? ANSWER address in the address in the Service
Settings menu. Support Tools credentials and
Touch the menu. locate the IP
Information icon address from the
on the Home Configuration
screen, and then menu.
touch the
Ethernet icon.
Note the IP
address of the
printer.

Secure by Default settings are implemented in which HP FutureSmart CORRECT HP FutureSmart HP FutureSmart
version of FutureSmart? 4.0 or higher ANSWER 4.7 or higher 3.0

HP FutureSmart
4.5 or higher

HP Web Jetadmin is an application used to manage CORRECT False

multiple printers from a single application. It can be used ANSWER
to manage both HP and non-HP networked printers.
True

Customers wishing to add a contact list to the printer Settings > Address List CORRECT Settings > Scan/
from the Control Panel will access which menu item? General ANSWER Digital Send

Contacts

When configuring access to the printer, an Administrator Enable CORRECT Reset the Service Disable access
should perform which of the following tasks from the SecureBoot ANSWER password through SMTP
EWS?
Set up password
complexity

Which Control Panel menu item will a customer select to CORRECT Settings > Settings > Settings >
configure the printer’s sleep settings and schedule? ANSWER Energy Reports Manage Supplies

Settings >
General > Energy
Settings

64 Chapter 7 Course exam ENWW

 Table 7-1 Exam Questions (continued)

Question Answer Answer Answer Answer

If directed, you may be asked to generate a Diagnostics The file is The filename CORRECT The filename
log from the printer. Select the statement that is NOT true encrypted. includes the ANSWER follows this
about the diagnostic log. serial number of format: serial-
the printer. The file cannot number_date.jdp
be retrieved if
the printer does
not reach a
Ready state.

How does the warning log differ from the error log? The warning log The warning log CORRECT The warning log
shows firmware shows the ANSWER shows only
updates, general health of events when the
embedded the system. The warning log supplies have
solution shows errors been low.
installation, and that are less
other basic critical than
information. those in the error
log, but might be
of concern.

A 49 error indicates what category of error? Motor error Disk error Jam error CORRECT
ANSWER

System failure

If you need to restore the printer to fix a persistent issue, Perform a partial Restore the CORRECT Reset the
but do not want to lose the customer's networking setup, clean on the drive. ANSWER security settings.
which method of restore should you choose? storage media.
Reset the printer
to the factory
settings.

To look up the meaning of an error code, what is the best CORRECT Locate the error Enter a Press More for
resource? ANSWER codes listed in description of more
the back of the the error code at information on
Locate the user guide for support.hp.com. the error at the
Control Panel the printer Control Panel.
Message model.
Document
(CPMD) for the
printer on WISE.

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