How to Fix HP Printers

See the Virus pages or the Security News Alerts for information about Code Red and other viruses or worms that may be causing printers to perform stack dumps.

Description of the Stack Dump Problem

Printers that have been performing stack dumps (printing out pages with error codes and strange data) are being affected by various viruses and worms on the Internet.

The problem tends to affect model J3111A Jetdirect card with Firmware older than version G.08.32 (ours was G.05.35). You can get the model and firmware version from the printer’s configuration page and/or JetAdmin tool (Diagnostics:JetDirect:General panel).

Workaround:

If your printer does not have its AUTO CONTINUE feature set to ON in the CONFIGURATION MENU, turning on this feature may stop the printer from freezing up after a stack dump. NB: this probably won’t stop the printer from spewing out error pages.

The problem tends to affect model J3111A Jetdirect card with Firmware older than version G.08.32 (ours was G.05.35). You can get the model and firmware version from the printer’s configuration page and/or JetAdmin tool (Diagnostics:JetDirect:General panel).

Fix:

In order to eliminate this vulnerability completely, you’ll have to install a JetDirect firmware upgrade from Hewlett Packard.

The update program can be found at http://www.hp.com/cposupport/networking/software/allhpjd3.exe.html . After installing the update, you’ll have to turn off the FTP service and the embedded web service (EWS) on the printer.

To fix the problem, you have to:

  1. update the firmware.
  2. turn off the ftp service on the printer.
  3. turn off the embedded web service (EWS) on the printer.

Firmware Update

  • Download the HP Download Manager and firmware updates from http://www.hp.com/cposupport/swindexes/hpjetdirec19284_swen.html This link will download the tool and updates for all laser printers. Choose the Ethernet solution that is right for the computer OS you will install the tool on.
  • Unpack the file (I put it in c:/temp/hp). It unpacks it into a folder called “hpjd”.
  • Install the HP Download Manager tool by running c:\temp\hp\hpjd\hpdm\dlmswin2.exe .
  • Install the appropriate firmware update into the HP Download manager (this lets the manager tool access the update). In c:\temp\hp\hpjd\ is a folder for each model of JetDirect card. I selected the one for “j3110a_j3111a”. Install the driver by executing the file in the appropriate directory (in this case it was c:\temp\hp\hpjd\j3110a_j3111a\gmswine.exe).
  • Run the HP Download Manager Configurator (found in Start:Programs:HP Download Manager:HP Download Manager Configurator). Click on the fancy startup picture to get rid of it.
  • Set the Network panel to “IP” and the Subnet Mask (at UNC 255.255.0.0).
  • Click “OK”.
  • Run the HP Download Manager (found in Start:Programs:HP Download Manager:HP Download Manager). Click on the fancy startup picture to get rid of it.
  • You’ll need the IP address of the printer you’re going to update
  • Click “Continue”.
  • Click “Specific device” (If you don’t know the IP address of the printer, you can use the autodiscovery feature to scan the network for it — I haven’t tried this).
  • Enter the IP addresses of all the printers you want to update (click add after each one). When you’re done, click “done”.
  • The program will query printer and show the current firmware version, and the new firmware version it will be upgraded to (mine is G.08.32). If it shows no new firmware version, it probably means you didn’t install it (step 4).
  • Select the printer and click “Download”. The program warns you of the amount of time the firmware installation will take (4 minutes for me). Click “Continue”.
  • The program will install the firmware and then restart the jetdirect device. This should be the end of the firmware update (if it is successful). If not, I’d recommend calling HP (208-323-2551). Click Exit when done.
  • Verify on the configuration page or JetAdmin tool that the printer actually has the newer firmware version.
  • The HP JetDirect Tech told me this might be enough to fix the problems we’re seeing. But he also recommended turning off the ftp and embedded web server services in the Jetdirect cards, just in case.

Turning off the FTP and EWS services

  • Telnet to the printer.
  • Enter the password (if there is one). If you don’t know the password, I think you can disable it by powering on the HP printer while holding down the “Go” button (this used to work on some printers).
  • In the telnet window’s terminal preferences, enable “Local Echo”.
  • 4. To turn off the FTP service, type (without the quotes): “ftp-config: 0″
  • To turn off the EWS service, type (without the quotes): “ews-config: 0″
  • Type “quit” to quit and save changes.