HP Command Center HPCC Error Messages, Observations and tips

Error Message

This device has not been registered correctly in HP Command Center

Cause

If the device was fully operational and has been synchronised recently, and you attempt to update apps etc.. you may see the following error message. It seems that the issue is with the HP Command Centre Back end and not the device or apps.

Resolution.

I suggest the following

1. Power off the Printer, wait for at least 10 Minutes before powering back on, then once powered on, wait at least 1/2 Hour before you check the HPCC, we need to make sure the Printer will Self Synchronise, and if this fails then see option 2.

2. Take a JDP Log from the device, Submit Support ticket to HP and include the JDP Log, also Reference Support Ticket Number 5344 in your ticket to HP Support. This may help them check if there is an issue with HPCC 

Error 

Manual Sync Fails

This is a Tricky and ongoing issue and here are some of the suggestions to help resolve the problem.

Unlug the Printer and Power it back on, and wait for 15-20 Minutes and allow it to Automatically Sync, do not Try Manual Sync, (Sync Now)

TIPS and Observations

Here are some of the things I have noticed when preparing a Printer for a HP Workpath application rollout that you need to check!

• Time and Date + Zones + Network Time Settings, make sure they are Correct before you claim the Device as this will create all sorts of issues.

• To save time, enable Workpath Via EWS and ensure Web Services are also Enabled before you claim the device.

• Once you claim the Device, allow at least 15 Minutes before you attempt to install any application and always check the Sync Status of the device - Ensure it has Automatically Synced and you can see its Workpath Enabled and there are no Errors, and if not Just wait longer, and DO NOT TRY A MANUAL SYNC (Sync Now), it will clash with the Printers internal process.

• If the Printer does not Sync automatically in a timely fashion then unplug the Printer and power it back on and you will need to be patient as the printer must reach out to HPCC to Sync, and it can take 10+ Minutes.

• If you need to install all of the HP Authsuite Apps, use Policy instead of manual installation. Policy ensures the device is ready and not in the middle of another installation before attempting to install the app. If the device isn’t ready, Policy will retry the installation when the device is prepared.

  
  

• If you must use manual installation, perform only one job/task at a time. Wait at least 1-2 minutes after each installation or configuration before starting the next job/task. Do not queue multiple tasks; handle them one at a time to avoid failures. This ensures each manual task has enough time to complete and update HPCC properly.

  
  

  
  

• If the Printer is using WIFI and not a Direct Ethernet Connection, you will have to be patient, as the WIFI could be slow, and or Blocking Outbound Access. If you were able to Claim the Printer, then I suspect any SYNC issues could be Network Performance related.

• Manual Sync, this seems to be a Hit or Miss, and I feel that its best to be avoided, so my suggestion is to Unplug, yes Unplug the Power cord, and power it back on again and just wait at least 15-20 Minutes to see if the Printer will Self Sync.

• If all Fails, All I can suggest is you take a Copy of the JDP Log file, any Screen Shots of the Error Messages, and Send it to HP Support.

• Something to consider, Schedule a Printer Restart Every Day, a Few hours before users need access, this may help with maintaining a Good Sync with HPCC

• Last but not least, HP has a Network Test tool called workpathAccessTest.batch, this tool should be run on a Windows PC that is on the Same Internal Network IP address as the Printer, the tool will reach out to all of the known HP Servers and check if they are Running, it won't tell you if they have bugs, however if you run this tool, at least you can let HP support know you have run the Tool and you can provide them with a Log - if you want a Copy of this tool, please email your request to help@hpauthsuite.com or Ask HP Support.

Error Message

This app has been Disabled

Explanation

HPCC will try to renew the any app every month through polling , polling is done every 12hrs, it will attempt to renew starting from the 15^th day to the last 30^th day, if for whatever reason , if HPCC cannot reach to the device through polling , the App will be disabled 

But once HPCC is able to communicate to the device through polling , it will attempt to renew all the App license even when they are disabled , and allow the app to work again 

So it seems you may have to wait up to 12 Hours before the next polling takes place before the app is enabled again. Also you may think that even if you can perform a Sync Now operation that this will resolve the issue, it does not according to HP, the only thing that will resolve this issue is when HPCC performs Polling, so once again, Un-plug and try Again. 

Error Message

Home screen app license expired message, an appropriate application license is not installed or expired. Install or Update a new License.

I have reported this issue, HP Ticket 4967, it seems to happen at end/new Month, I have had other companies experience this, and so far, no definitive answer from HP, it happens on some of their own apps too.

Suggestions

It could be a Sync Issue, Unplug, reboot and wait, you may have to wait 12 hours if its a 15th > of the month for HPCC to Resync. I am not Sure. 

Else

Log, Take Pictures and send to HP Support.

In the past, I did not wait, and I just Re-Installed the apps