Skills4Techs Americas

Designjet Update:

A new version of the following Service documents is available: Service Manual - T3500 T25x0 T15x0 T9x0.pdf

A new version of the following Service documents is available: Service Manual - T120 T520.pdf

Designjet Update:

HP DesignJet T120, T520, T730 and T830 Printer Series
TECHNICAL NEWSLETTERS FROM CUSTOMER ASSURANCE


Date: August 2018 Impact/Severity: High Region: WW Support Area: Firmware Audience: Support Confidentiality: HP Restricted (Service) – HP Workforce + Channel Partners

Support communication – Security bulletin about printer remote code ex*****on

Background

HP has published a security bulletin which communicates a security update for the T120, T520, T730 and T830 printer series firmware that fixes a potential vulnerability.

Affected printers

Product name Printer model number
HP DesignJet T120 24-in ePrinter CQ891A
HP DesignJet T120 24-in Printer CQ891B
HP DesignJet T120 24-in Printer (2018 edition) CQ891C
HP DesignJet T120 24-in Rmkt ePrinter CQ891AR
HP DesignJet T520 24-in ePrinter CQ890A
HP DesignJet T520 24-in Printer CQ890B
HP DesignJet T520 24-in Printer (2018 edition) CQ890C
HP DesignJet T520 24-in Printer (2018 edition) CQ890D
HP DesignJet T520 24-in Printer (2018 edition, legless) CQ890E
HP DesignJet T520 24-in Rmkt ePrinter CQ890AR
HP DesignJet T520 36-in ePrinter CQ893A
HP DesignJet T520 36-in Printer CQ893B
HP DesignJet T520 36-in Printer (2018 edition) CQ893C
HP DesignJet T520 36-in Printer (2018 edition, legless) CQ893E
HP DesignJet T520 36-in Rmkt ePrinter CQ893AR
HP DesignJet T730 36in Printer F9A29A
HP DesignJet T730 36in Printer F9A29B
HP DesignJet T730 with Rugged Case T5D66A
HP DesignJet T830 24in eMFP Printer F9A28A
HP DesignJet T830 24-in MFP Printer F9A28B
HP DesignJet T830 MFP with Armor Case 1JL02B
HP DesignJet T830 MFP with Armor Case 1JL02A
HP DesignJet T830 MFP with Rugged Case T5D67A

NOTE: All the printers not contained in this list are NOT affected by the security vulnerability.

Troubleshooting

When a customer reports this specific security issue, please follow these steps:

1. Verify that the customer’s printer is listed in the affected printers table. 2. Check if the latest firmware release is installed in the customer’s printer.


NOTE: The latest firmware release version is 1829B for the T120/T520 printer series and 1829A for the T730/T830 printer series.

3. Inform the customer that the latest firmware release, containing important security updates for their product is available. 4. For any assistance on firmware upgrade, follow the instructions in the printer’s User Guide. 5. Recommend the customer to: a. Enable the Automatic Firmware Upgrade feature in the printer to get the latest firmware upgrades once available. b. Subscribe to HP real-time security information: All HP products use a common centralized Security Bulletin process managed by HP´s Subscribers Choice. Subscribe to HP Security Bulletins here: https://hp.com/go/alerts.

HP: Let us know what products you own and we'll send you the latest updates to keep your business running smooth The HP Service Agreement ID (SAID) is a 12-digit numeric found in your welcome support letter packet. The SAID search pulls all products from your support contract so you can add to your alert profile.

Designjet UPDATE:

HP DesignJet T830 Printer Series
TECHNICAL NEWSLETTERS FROM CUSTOMER ASSURANCE
Date: August 2018 Impact/Severity: High
Region: WW Support Area: Firmware
Audience: Support Confidentiality: HP Restricted (Service) – HP Workforce + Channel Partners
Troubleshooting for “Printer freezing when powering off” issue in the T830
printer series
Overview
An issue that prevents the printer from powering off after performing Scan to Network Folder was found with
firmware releases 1803A, 1810A, and 1829A.
Please follow the steps provided in this newsletter when presented with an occurrence of the described issue.
IMPORTANT: Do not replace the printer’s Main PCA to troubleshoot this issue.
A firmware release to fix this issue is under development.

Affected printers
Product name Printer model number
HP DesignJet T830 24in Multifunction Printer F9A28A
HP DesignJet T830 24in Multifunction Printer F9A28B
HP DesignJet T830 36in Multifunction Printer F9A30A
HP DesignJet T830 36in Multifunction Printer F9A30B

NOTE: Only printers with firmware version 1803A, 1810A, and 1829A are affected by this
issue.
Issue description
After performing a Scan to Network Folder operation, the customer can’t power off the device when pressing
the power button in printers with firmware version 1803A, 1810A, and 1829A installed. During the shutdown
procedure, the printer hangs showing the front panel screen seen below, and the blue arch stops spinning. Under
normal circumstances, the printer should power off in approximately 10 seconds after pressing the power
button.

The scenario in which this issue is presented is the following:
1. Printer is turned on and working.
2. Customer performs Scan to Network Folder.
3. Customer presses the power button to shut down the printer.
4. The printer hangs during the shutdown procedure.
If the customer does not perform a Scan to Network operation before powering off the printer, the issue is not seen.
The root cause of the issue is a problem with a library used in the Scan to Network operation. When completing a Scan to Network, this library is not being properly disconnected and is preventing the printer from entering a ready to shut down state.
How to recover the printer
To recover the printer after it has hanged in the shutdown screen, the customer should disconnect the power cable from the printer and then wait 5 seconds before plugging it back in again.
Once the power cable has been plugged in, the printer can be booted up normally.
Current workaround
To avoid this issue, the customer can use the sleep mode feature instead of powering off the printer. If the printer is left idle for some time, it will go into sleep mode and switch off the front-panel display. To change the time that elapses before the printer enters sleep mode, press , and then navigate to Printer setup > Sleep mode. The timer can be set between 5 and 240 minutes.

If the sleep mode feature can’t be used, the printer firmware can be downgraded to version 1727A, which is free from this issue. This firmware release is available at the following ftp:
https://ftp.usa.hp.com/hprc
[email protected]" rel="ugc" target="_blank">ftp://t830fw1:[email protected]
Login: t830fw1
Password: t830ABCD
This ftp contains two firmware files, one for standard printer models and the other one for GSA and non-WiFi units. The name of the firmware file for each version is:
• Standard model firmware:
candela_dist_pr2_001.1727A_nonassert_appsigned_lbi_rootfs_secure_signed.ful2

LFP Customer Assurance 3 HP Restricted
• GSA and non-WiFi models firmware:
candeladn_dist_pr2_001.1727A_nonassert_appsigned_lbi_rootfs_secure_signed.ful2
NOTE: A firmware release to fix this issue is currently under development, once available a firmware upgrade will be the recommended troubleshooting procedure.
For any additional help or clarification, please contact the next level of your Technical support team.

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