HP Jet Fusion 300 User Guide - Page 96

How to get the diagnostic package, With a USB flash drive, Through the Command Center

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How to get the diagnostic package If you need the help of HP support, you may need to send the diagnostic package by email or through the Expert Now application. There are two ways to get the diagnostic package. NOTE: Try to avoid downloading the diagnostic package while the printer is working, which could cause printing failures. With a USB flash drive 1. Restart or rearm the printer to confirm the problem. 2. Collect the printer logs and escalate the problem for troubleshooting assistance. Also collect general information about what the printer was doing at the time when the problem occurred. 3. Prepare a USB flash drive with a file named pdipu_enable.log in the root folder. Ensure that the flash drive has at least 20 MB of free storage capacity. 4. Plug the flash drive into the USB port behind the front panel. The printer logs should then be automatically stored on the flash drive. NOTE: These files are encrypted; they may be needed for problem analysis. 5. Escalate this problem to Level 2 for advanced troubleshooting assistance. Through the Command Center 1. Open Command Center. 2. Click Save diagnostic package. 90 Chapter 14 Troubleshooting

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How to get the diagnostic package
If you need the help of HP support, you may need to send the diagnostic package by email or through the Expert
Now application. There are two ways to get the diagnostic package.
NOTE:
Try to avoid downloading the diagnostic package while the printer is working, which could cause
printing failures.
With a USB flash drive
1.
Restart or rearm the printer to confirm the problem.
2.
Collect the printer logs and escalate the problem for troubleshooting assistance. Also collect general
information about what the printer was doing at the time when the problem occurred.
3.
Prepare a USB flash drive with a file named
pdipu_enable.log
in the root folder. Ensure that the flash drive
has at least 20 MB of free storage capacity.
4.
Plug the flash drive into the USB port behind the front panel. The printer logs should then be automatically
stored on the flash drive.
NOTE:
These files are encrypted; they may be needed for problem analysis.
5.
Escalate this problem to Level 2 for advanced troubleshooting assistance.
Through the Command Center
1.
Open Command Center.
2.
Click
Save diagnostic package
.
90
Chapter 14
Troubleshooting