Using a Scan To Network share (OfficeJet 9130)

Yacht_Rocked wrote:
This is the sad resolution email I got today.

Have you tried contacting HP about this? Regardless of what the ReadyNAS may or may not be doing, the scanner should not be hanging. My guess is that it's a driver issue, but without any kind of diagnostics or error message from the scanner, I can't really say what the problem is.

ewok wrote:
Yacht_Rocked wrote: This is the sad resolution email I got today. Have you tried contacting HP about this? Regardless of what the ReadyNAS may or may not be doing, the scanner should not be hanging. My guess is that it's a driver issue, but without any kind of diagnostics or error message from the scanner, I can't really say what the problem is.

I didn't because it works fine scanning to a Vista PC and to a new Mac, so my assumption was that it was a ReadyNAS SMB issue and not an HP one. The HP signs on successfully to the Duo share using my username and PW, and starts to write the file. It gets to just over 16K when it locks up. Here's what's in the SMBD.LOG from the Duo:

[2009/05/11 10:39:02, 2] auth/auth.c:check_ntlm_password(309)
check_ntlm_password: authentication for user [jon0] -> [jon0] -> [jon0] succeeded
[2009/05/11 10:39:35, 0] smbd/reply.c:reply_write_and_X(3118)
write_andX: (OS 8) End of header assumed at 64 but was at 59.
[2009/05/11 10:39:35, 0] smbd/reply.c:reply_write_and_X(3122)
write_andX: SMB headerlength of 59. Fall back to regular write reading 5724 bytes

Given the above, would you still like me to contact HP then? I'm certainly willing to do so. Thanks!

Yacht_Rocked wrote:
I didn't because it works fine scanning to a Vista PC and to a new Mac, so my assumption was that it was a ReadyNAS SMB issue and not an HP one.

By the same token, if your Vista PC and Mac can access the ReadyNAS over CIFS without any problems, then my assumption would be that it's an HP problem. :D

Really though, being that we don't have access to the inner workings of the OfficeJet hardware/firmware/drivers, there may not be much we can do. If HP can at least tell us why the device is just hanging rather than gracefully recovering or showing some kind of error message, then we can look into it. As it is now, it's just a mysterious device that just hangs for some reason.

Yacht_Rocked wrote:
Given the above, would you still like me to contact HP then? I'm certainly willing to do so.

I think that would be a good idea. I found this on the HP support forums with a similar problem (almost exactly the same actually, is that you?):

http://h30434.www3.hp.com/psg/board/mes ... ge.id=2361

No responses though. :roll:

Hi, Good find on the HP forum. Negative, it's not me who posted on that HP forum. But I'm glad to see others having the problem, in a way, because it confirms that it's not just a one-off issue. I will open a ticket with them. I don't look forward to working up thru all the support tiers, but I'm not seeing any other way to solve the problem. Thank you for clarifying your thoughts and giving me the "why" of why Netgear said they can't support the scan-to-network feature of this printer, or, as you have stated more accurately, you cannot diagnose the printer issue from your side of the problem and it's really an HP issue. Thanks again, and I hope to return with better news.
---
Here's copy of ticket I've opened with HP:
E-mail form

Thank you for contacting HP e-mail support

Thank you for submitting your e-mail to Hewlett-Packard's Customer Care. You should receive a system generated acknowledgement within [[time frame, may vary by region]]. If you do not, please re-submit taking extra care to verify that you are entering a valid and functional e-mail address.

If you have additional feedback or enquiries, please Contact HP

When did you purchase your product? : April2009
Product HP Officejet Pro 8500 Wireless All-in-One Printer - A909g
Select a problem area: scanning/copying/faxing
What is your serial number (SN): <redacted>
What is your operating system?: Microsoft Windows Vista Business 32
How is your product connected to your PC? Network
If there is an error message, please specify:
Scanning page 1... Saving scan.jpg
Problem Description:
Will not scan to NETGEAR ReadyNAS (model is Duo), Netgear support says it is HP issue. It does scan to Vista PC and Mac fine. It is able to sign onto NAS using share username and password, but locks up after writing about 16-17K of the scan output file. At that point, printer must be rebooted.
Please provide previous troubleshooting steps, or information that can help HP assist you.:
SMB log from ReadyNAS says: [2009/05/11 10:39:02, 2] auth/auth.c:check_ntlm_password(309) check_ntlm_password: authentication for user [jon0] -> [jon0] -> [jon0] succeeded [2009/05/11 10:39:35, 0] smbd/reply.c:reply_write_and_X(3118) write_andX: (OS 8) End of header assumed at 64 but was at 59. [2009/05/11 10:39:35, 0] smbd/reply.c:reply_write_and_X(3122) write_andX: SMB headerlength of 59. Fall back to regular write reading 5724 bytes
....
Other Readynas users are also experiencing this exact issue, see:
viewtopic.php?f=23&t=7809&p=159944#p159944
viewtopic.php?f=24&t=28558
viewtopic.php?f=24&t=28120
http://h30434.www3.hp.com/psg/board/mes ... ge.id=2361
....
Need HP to look closely at this issue as ReadyNAS devices are growing in popularity quickly and many users are starting to experience this issue.
Has anything changed since the unit functioned properly (installation of SW, settings, cabling, etc.):
The unit has never been able to scan to the ReadyNAS device. Again, it does scan to PC and Mac fine. And of course, the Vista PC and Mac can access the ReadyNAS over CIFS without any problems.
How would you describe your technical skill level?: Advanced
First Name Jon
Last Name <redacted>
Phone Number <redacted>
Email Address <redacted>

Well, here it is eight days later, so time for an update. HP Support and I have exchanged nine emails to this point. Here's the latest I've sent them today:

Hello,

Per your latest instructions, I uninstalled the HP Image Manager, downloaded the Solution Center, installed it, re-typed in the configuration information for setting up a Network Scan in the Solution Center software, TESTED the configuration within the Solution Center, which was Successful, then let the Solutions software launch the embedded web server. That worked fine. I closed the browser and attempted to scan from the HP Officejet 8500 to the same network drive that passed the configuration test. The same result occurs, which is that the Scanner successfully authenticates to the network share, starts to create the scan file (about 16-17K written to disk) and then Freezes up. This requires that the HP Officejet be powered off and then back on to clear itself.

This is exactly the same error sequence as I have originally reported on this trouble ticket. I do not believe that the problem is with the Netgear ReadyNAS Duo networked attached storage device. I believe that the problem is within the HP FIRMWARE for this device, in that it is not doing SMB properly, per these log entries on the debug SMBD log of the ReadyNAS:

[2009/05/19 11:45:15, 2] auth/auth.c:check_ntlm_password(309)
check_ntlm_password: authentication for user [yr] -> [yr] -> [yr] succeeded <----- HP SOLUTIONS SETUP TEST
[2009/05/19 11:51:32, 2] auth/auth.c:check_ntlm_password(309)
check_ntlm_password: authentication for user [yr] -> [yr] -> [yr] succeeded <----- SCAN ATTEMPT FROM HP 8500
[2009/05/19 11:52:01, 0] smbd/reply.c:reply_write_and_X(3118)
write_andX: (OS 8) End of header assumed at 64 but was at 59. <----- ERROR BY HP 8500
[2009/05/19 11:52:01, 0] smbd/reply.c:reply_write_and_X(3122)
write_andX: SMB headerlength of 59. Fall back to regular write reading 1380 bytes

Please please please escalate this to someone who is involved in HP FIRMWARE development and support for this device. Thank you!

OK, so after four more email exchanges with tech support today in which they asked me to reinstall the software I already had (done), use HP Solutions software to configure and test network connectivity to the ReadyNAS (done), return the printer to my nearest local retailer/support center (Best Buy, 22 miles away) (NOT DONE, what's the point, it's a firmware issue and printer passes the self-test just fine), and finally, to dump me by telling me to call the 800- general HP tech support number (after an exchange of 17 emails including very detailed ones with SMBD.LOG's, etc), I finally gave up and sent an email to Mark Hurd, CEO of HP (http://www.hp.com, EXECUTIVE TEAM in left-hand navigation pane, then send an email to Mark Hurd). I assume I will be assigned a "case manager" and then I'll go from there. All I've asked for is for my issue to be escalated to the team responsible for firmware development and support, but tech support could not seem to bring themselves to escalate it at all. Oh the joys of outsourced pride from half-a-world away.

BTW, for thread historians, here's the firmware version of my current unit:
model: CB023A
serial: MY91NxxxxN
service ID: 19107
Firmware version: DLM1FN0842BR
Auto-Duplex Unit: Installed
Country/Region: USA
HP-P2(1)

To all with a similar issue, good luck. And if this turns out to be a Netgear problem, I am going to be really really unhappy. :-(

I added my name to the thread at HP (http://h30434.www3.hp.com/psg/board/mes ... 3105#M3105) and I'm joining this thread at Netgear/Infrant. All the same problems as reported by others, using new and up-to-date HP OfficeJet Pro 8500 Premier (otherwise a nice machine) and ReadyNAS NV+ with latest firmware 4.1.5. Looking forward to a solution as soon as one of the two parties is willing to take ownership of the problem...

(by the way, where/how are you guys getting the ReadyNAS "samba log"? i'd like to take a look at that too, but i'm ignorant as to what that means and how to find it)

After 2 years of struggling with HP support and uncountable internet searches thru forums, etc trying to find the work around to allow the "Digital Filing" feature of my HP L7780 to work correctly with my NetGear ReadyNAS NV+, I finally came across this forum thread about using the share name as the user name when setting up the directory info for the scan. Presto! Works like a charm! I am incredibly indebted to the techs who have diligently worked thru all of this and developed the solution. HP support was non existent. My info:

HP L7780 All-In-One Printer
Firmware: R2011NxNxeN0
Software Version: 8.3

NetGear NV+ 1 TB
Hostname: NetGear
Model: ReadyNAS NV+ [X-RAID]
Serial: XXXXXXXXXXXX (removed by author)
Firmware: RAIDiator 4.1.6 [1.00a043]
Memory: 256 MB [2.5-3-3-7]

Thanks again!

laburton wrote:

After 2 years of struggling with HP support and uncountable internet searches thru forums, etc trying to find the work around to allow the "Digital Filing" feature of my HP L7780 to work correctly with my NetGear ReadyNAS NV+, I finally came across this forum thread about using the share name as the user name when setting up the directory info for the scan. Presto! Works like a charm! I am incredibly indebted to the techs who have diligently worked thru all of this and developed the solution. HP support was non existent.

Sounds promising... Do you care to share the details or a link to the thread you are referring to? To the best of my knowledge, the ReadyNAS does not accept a share with the same name as an existing username. Any help and tips appreciated!