Error 49.38.07 Error (4A04) on Laserjet M551

Question

One of our printers recently started getting an "49.38.07 Error (4A04)" message during bootup.  I have downloaded the latest firmware to my PC but I don't know how to install it.  There are no USB ports on the printer to plug a thumbdrive into.  I accessed the printer configuration through Internet Explorer but I'm not seeing any way of uploading the firmware.
Thank you for any assistance.

Answer 1

I just finished dealing with this error code on our HP M551dn printer. The problem had to do with the installed HP toner cartridges.
To solve this issue I needed to access the printer's error log. This can be done by first inserting a USB flash drive into the printer's USB slot. (Our slot is a component on the formatter board so it required sliding out the board in the back with the network plug.) When everything is back together power on the printer and keep pressing the "Cancel" button until the LCD shows the pre-boot menu. From there select "3:Administrator", "B: System Triage", "1:Copy Logs", and "Accept/Download". With the "Accept/Download" option checked, back all the way out to the first menu and select "1:Continue". The printer will then write logs to the USB flash drive.
Remove the USB flash drive and bring it back to your own computer. You will discover it has written a file called "HPLogs.zip" in an "HPLogs" folder. Open this zip file and under "MachineData/log" you will find a file called "error.log". This file can give you details on the real problem behind the "49.38.07 Error" message. In my case it said:
<Entry Subsystem="HP.Common.Services.SystemMain.exe" SvcCode="49.38.07" Code="4798471" Time="9/15/2014 10:39:11 AM" Timestamp="130552763518970000" Key="9" Hidden="0" RepeatCount="0">
<Payload>
<Item Name="DIAGNOSTICS"><Payload><Debug><StackTrace>System.Exception: SuppliesPercentLifeRemainingFeatureV1.GetEnginePercentLifeRemaining: SUPPLIES ERROR: supplyName=MagentaCartridge1 raw PLR value from engine=-128 out of range.
at HP.Mfp.HardwareServices.Print.SuppliesPercentLifeRemainingFeatureV1.GetEnginePercentLifeRemaining()
at HP.Mfp.HardwareServices.Print.SuppliesPercentLifeRemainingFeatureV1.EvaluateConditionAndHandle(Boolean postNewStateIn)
at HP.Mfp.HardwareServices.Print.SuppliesFeatureProcessorV2.EvaluateTheStateOfTheSupply(SupplyInfoFamilyBase supplyInfoFamilyIn)
at HP.Mfp.HardwareServices.Print.SuppliesFeatureProcessorV2.ProcessNewSupplyStatusFeatureProcessor(SupplyNameEnumeration supplyNameIn, Object engineBasedSupplyStatusDetailIn, Boolean thisIsDataFromTheEngine)
at HP.Mfp.HardwareServices.Print.SuppliesFeatureProcessorV2.ReceiveEngineBasedSupplyStatusFeatureProcessor(SupplyNameEnumeration supplyNameIn, Object engineBasedSupplyStatusDetailIn)
at HP.Mfp.HardwareServices.Print.SuppliesFamilyV2.ProcessEngineBasedSupplyStatusQueue(Object parameterIn)
at System.Threading.ThreadPool.WorkItem.doWork(Object o)
at System.Threading.Timer.ring()
</StackTrace></Debug></Payload></Item>
<Item Name="IssueSignature">0049380799A1E4560D42E94F490EBBDF7A0004B4</Item>
<Item Name="BootCycle">0000000B</Item>
</Payload>
</Entry>
The dump above is saying that the MagentaCartridge1 is saying its "Percent Life Remaining" is "-128". (We leave our cartridges in the system until the text fades.) The newest firmware doesn't expect that value and crashes, hence the "49.38.07 Error" message. After replacing the magenta toner cartridge, the error went away.
Hope this is a help to others in my situation.