The HP Toolbox Displays "An error occurred, An unknown error occurred"

The HP Toolbox displays the message, An error occurred, An unknown error occurred.

Figure1:"An unknown error occurred" message

This error may occur when one or more of the following conditions exist:

The device is not connected or is turned off.

IP Address has changed due to DHCP IP address change.

Print driver connected to the wrong printing port.

Coexistence issue relating to installing multiple devices.

Toolbox requirements

The HP LaserJet I/O stack is built in a modular structure. Printing is built first, followed by scanning (both WIA and TWAIN) in all-in-one products. The ability to use the HP Scan application (in all-in-one products) along with the use of the Toolbox is built last. If any components fail to build properly, all subsequent modules will also fail. When troubleshooting, it is extremely important to verify that each component is functioning in the following order:

Printing

WIA or TWAIN scanning (AiO products only)
Scanning using the HP Scan application (AiO products only)
Toolbox

System requirements

Toolbox is supported for Microsoft Windows 98 SE, 2000, Me, and XP. Transmission Control Protocol/Internet Protocol (TCP/IP) is required for Toolbox.

Supported browsers

To use the Toolbox, one of the following browsers is required:

Microsoft Internet Explorer 5.5 or later recommended
Netscape Navigator 6.3 or later
Opera 7.0

Typical minimum operating requirements (may vary for a specific product - check the product's specification documentation)

Windows 98SE: A computer with a minimum of a P150 processor and 128 MB of RAM (256 MB recommended)

Windows Me: A computer with a minimum of a P150 processor and 128 MB of RAM (256 MB recommended)

Windows 2000: A computer with a minimum of a P300 processor and 128 MB of RAM (256 MB recommended)

Windows XP: A computer with a minimum of a Pentium 233 MHz processor and 128 MB of RAM (256 MB recommended)

For all systems, 210 MB or more of free hard disk space must be available and TCP/IP protocol must be installed.

Required software components

The following components are necessary for the current Toolbox to operate:

javaw.exe - Java and Apache Tomcat Web server. This process MUST be running.
NOTE: The correct version of Java is included on the product software CD. There is no need to download from the Web.

Statusclient.exe - Toolbox Web application code. This process is responsible for displaying alerts and finding the HP Toolbox printer installed on the PC. This process MUST be running in "Processes."

hpbpsttp.exe - Proxy Stop application. In Windows 98, this process is named Tomcat Startup. This launches the HP Tomcat Web server, and the HP Toolbox Web application.

hpbmiapi.dll - Toolbox Port Resolver. If this component fails to register, errors may result from Toolbox not functioning.

d4channel.dll - Toolbox uses this component to communicate with the device.

Print driver - The printer driver for the device connected to the correct DOT4 port (DOT4_00x) or network port.

NOTE:The Toolbox user interface (U/I) is displayed within the default browser. Toolbox requires the use of the Tomcat Web server (javaw.exe) for its operation, and communication with the device.

Software such as network firewalls may prohibit proper communication within Toolbox. Firewalls need to be configured to allow Toolbox to communicate. The Toolbox software is similar to Microsoft Outlook and Internet Explorer applications.

These Toolbox related applications need to be allowed access on the computer for them to function: statusclient.exe, javaw.exe, HPZipm12.exe, hpboid.exe, hpbpro.exe.

Troubleshooting steps

Perform the following troubleshooting steps in order.
NOTE: It is very important to perform these steps in the designated order.

Confirm that the HP LaserJet device is turned on, and connected to the PC.

Power cycle the device. (Turn the power off, then back on.)

Verify that the appropriate print drivers are installed for ALL Toolbox devices, and are functioning:

Open Printers folder, and note which print drivers are installed.

Observe the printer port, DOT400x, network port, etc.
NOTE: Printer must be installed on a DOT4 port on any direct connects.

From the General tab, select Print a Test page. Did the page print? This step is very important as it determines if the device is connected and functioning.

If using an HP LaserJet AiO product, verify that the product can scan. Use the scan application by clicking Start / Programs /Hewlett-Packard / HP LaserJet {product name} / Scan (this calls the Twain driver).
NOTE: If unable to print or unable to scan, DO NOT continue troubleshooting Toolbox. Correct any print and scan issues first. Once print and scan are functioning, continue Toolbox troubleshooting.

If the HP LaserJet device is connected via a network, determine the IP address of the product. Verify that the IP address displayed at the top of the Toolbox page (in the blue banner), is the IP address of the product.
NOTE: HP Toolbox may display a hostname, rather than an IP address. Determine if the host name is correct for that device and port. If the IP Address / hostname does not match the device, restart statusclient by typing (running) hpbpsttp -sc in the Command Prompt window.

If the device is directly connected to the computer using the USB port, make certain that the port name begins with "DOT4_". Toolbox will not connect with USB ports or LPT ports (only DOT4 ports).

If multiple products are installed, ensure that the latest version of the HP LaserJet software is installed on the system. Software is available at: http://www.hp.com/support.

Verify that Toolbox processes are running. Check for javaw.exe and statusclient.exe in the Close Program window in Windows 98/Me, or the Processes tab within Windows 2000/XP Task Manager.

Verify that Toolbox processes will run at startup. Run msconfig, look in the Startup tab. Verify that both hpbpsttp.exe (Tomcat Startup in Win98) and statusclient.exe are listed in the Startup Item list.
NOTE:msconfig is not available in Windows 2000.

Check for Toolbox communication ports (5225, 5226) as follows:

Exit to a command prompt.

At the C:\> prompt, type netstat -na, then press Enter.

A listing of devices running on the PC or network should appear. There are two port entries (5225 and 5226) that must be present and listening on the PC.

On a direct connect, these will appear as:
TCP 0.0.0.0:5225 0.0.0.0:0 LISTENING or ESTABLISHED
TCP 0.0.0.0:5226 0.0.0.0:0 LISTENING or ESTABLISHED

On a network connection, they will appear something like:
TCP 127.0.0.1:5225 0.0.0.0:0 LISTENING or ESTABLISHED
TCP 127.0.0.1:5226 0.0.0.0:0 LISTENING or ESTABLISHED

If 5226 port is not listening or established, the HP splash screen may appear; however, a message, Page could not be displayed will be present. This is present because the path to return information from the device cannot communicate without port 5226 active.

If both ports are present, note whether they are in an error state.

Check to see if the hp toolbox Device Status and Alerts icon is showing in the system tray. Also, note whether the color of the icon is gray (not connected) or blue (connected).

Determine if any network firewall software is installed and running. Firewalls need to be configured to allow Toolbox to communicate. The Toolbox software is similar to Outlook and Internet Explorer applications. These applications also need to be allowed access on the computer for them to function. Some examples of firewall software are: Black Ice, Zone Alarm, Symantec Personal Firewall, MacAfee, XP Built in firewall, etc.

Determine which Toolbox devices (see below) have been installed or reinstalled or uninstalled. Products with earlier versions of Toolbox should be installed first. The Toolbox version can be checked by clicking About Toolbox in the upper-left corner of any Toolbox screen.

Toolbox technology evolution:

Toolbox 1.0 - (Product: HP Color LaserJet 2500) Web proxy, static HTML pages, launch point for device EWS.

Toolbox 2.0 - (Products: HP LaserJet 1010 series/1150/1300, 3500, 3700) Java based Web application, pop-up and e-mail alerts, dynamic Web pages, device settings.

Toolbox 2.x-3.x - (Products: HP LaserJet 3015/3020/3030/3380, HP Color LaserJet 2550, HP Color LaserJet 4650) support for multiple Toolbox Web applications.

Ensure the Bypass proxy for local addresses checkbox is checked. This setting is located by clicking Start, Settings, Control Panel, Internet Options, Connections tab, and Lan Settings.

If problem persists, please contact HP Support for further assistance: http://www.hp.com/support. Select contact HP in the upper left corner of the support window for support methods.

Troubleshooting Steps with Microsoft Windows XP Service Pack 2

Microsoft Windows XP Internet Connection Firewall being enabled by default after the installation of Service Pack 2 and may interfere with Toolbox communication.

Verify that Service Pack 2 is installed on the computer in the System Properties using one of the following:

Right-click the My Computer icon on the Microsoft Windows desktop and select Properties from drop-down menu.

Click Start, Control Panel from the Microsoft Windows desktop, and double-click System Properties.

Click Start, Control Panel from the Microsoft Windows desktop and locate the Windows Firewall icon.

Double-click the Windows Firewall icon to open the Windows Security Center.

Note that the Windows Firewall is turned on by default when Microsoft Windows XP Service Pack 2 is installed.

Open the Windows Firewall. Click the radio button next to Off (not recommended). Switching the Windows Firewall to Off may help establish Toolbox communication.

Click the Exceptions tab. Verify that the check box next to File and Printer Sharing is checked. This setting may affect network installed printers if it is unchecked.

© 2005 Hewlett-Packard