Introduction
In certain cases, Gespage support may require the logs from an HP copier to analyze specific issues (print errors, authentication failures, or scan problems). This article provides a clear, step-by-step guide on how to generate, download, and submit JDP files to HP support, as well as the prerequisite information needed for efficient processing.
Prerequisites
Before generating and sending the JDP file, ensure you have the following information ready:
Printer model (e.g., HP LaserJet MFP M428fdw)
Firmware version of the printer
Printer serial number
Approximate date and time of the incident
Detailed description of the issue (e.g., authentication failure, scan error, truncated print)
Actions already taken to try to resolve the problem
Providing these details allows HP support to quickly identify the cause and propose an appropriate solution.
Steps to Retrieve JDP Logs
1. Access the Printer Web Interface
Open a web browser and log in to the printer interface using an administrator account.
Typical URL:
http://<printer_IP>or the network-assigned address of the copier.
2. Navigate to the Diagnostic Section
In the interface menu: [Troubleshooting] → [Retrieve Diagnostic Data]
3. Create the Debug File
Click [Create zipped debug information file]
In the options:
Uncheck: Include crash dump files
Check: Clean up debug information
Click [Export]
4. Download the JDP File
After a few moments, a
.jdpfile will be generated and available for download.Important: Do not rename the file, as it is encrypted with the copier’s serial number.
Submitting to HP Support
Send the original JDP file along with all the prerequisite information listed above to HP support.
Providing complete details ensures a faster and more accurate analysis of the issue.
Conclusion
Properly collecting JDP logs and providing all essential information to HP support is crucial for efficiently resolving issues on HP copiers. Follow each step carefully and include all required details for optimal processing.