Printer Event Logs

Introduction

Printer event logs provide a history of events reported by a supported printer. Use the event log to review printer operation, identify errors and warnings, and open available HP guidance for additional diagnostic and remediation information.

This article provides guidance for viewing and using printer event logs in WXP Print to investigate printer issues and access available troubleshooting information.

Target Audience

• IT administrators and printer administrators.

• Support teams that assis customers.

Prerequisites

Before you view printer event logs, ensure that the following requirements are met:

• Your WXP Print account has an eligible subscription or trial entitlement.

• You have a WXP Print role that provides access to the printer device view.

• The printer supports event-log collection.

• The printer is onboarded and communicating with WXP Print.

Important:

• If the Event log tab is not visible, confirm the WXP Print subscription assigned to the account.

• If the tab is visible but displays an unsupported-device message, event-log collection is not available for that printer.

Viewing the Event Log of a Printer

1. Log in to WXP. The Home page is displayed.

2. From the left menu of the platform, click Devices > Print.

3. Open the printer fleet or device list.

4. Select the printer that you want to investigate.

5. On the printer details page, select the Event log tab.

6. Review the events reported for the printer.

This image shows the Event log tab, including printer events, categories, dates, event codes, and help links.

The event log displays printer events in a table. Depending on the event and available device information, the table can include the following columns:

• Description: A brief description of the event.

• Recommended action: A Guide me link when additional HP help content is available.

• Category: The event classification.

• Date: The date associated with the event.

• Event code: The code reported for the event.

Understanding Event Categories

The printer events are grouped into three categories:

• Error: An event that can prevent the printer from operating, such as a paper jam or another malfunction.

• Warning: An event that can affect normal or optimal printer operation, such as a low-supplies condition.

• Information: A general event related to printer operation.

When investigating an issue, start with recent Error events, and then review related Warning events. Review Information events when you need additional operating context.

Filtering the Event List

Use filters to reduce the number of events shown and focus on the events that are relevant to your investigation.

1. In the Event log tab, select Filter.

2. Select one or more event types.

3. Select a timeframe, such as:

   • Last 7 days

   • Last 30 days

   • Last 60 days

   • Last 90 days

   • Custom date range

4. To remove the selected filters, select Clear all.

You can also use the table column control to show, hide, or rearrange columns when this control is available in your WXP Print experience.

Using Guide me Content

When Guide me appears in the Recommended action column, select the link to open available HP knowledge content in a new browser tab.

The linked content can provide additional information about the selected printer event, including diagnostic or remediation guidance.

A Guide me link is not available for every event. If no link is available, use the event description, category, event code, and device information during troubleshooting.

Understanding Data Collection Messages

The Event log tab can display different messages based on printer support and data collection status.

• Unsupported device: If the printer does not support event-log collection, the following message appears in the Event log tab.

• Data Collection in Progress: After an eligible account or printer first receives access to the feature, WXP Print might need time to collect the first set of event data. During this period, the Event log tab displays a data-collection-in-progress message.

• Event data is not real time: Printer event logs are collected periodically. A recent printer event might not appear immediately in WXP Print. Review the collection information shown in the interface before determining that an event is missing.

Troubleshooting a Printer with Event Logs

Use the following workflow when you investigate a printer issue:

1. Confirm that you selected the correct printer by checking the printer name, model, and serial number.

2. Open the Event log tab.

3. Filter for recent Error and Warning events.

4. Compare the event time and description with the reported customer impact.

5. Select Guide me when guidance is available.

6. Record the event code and the troubleshooting actions already attempted.

7. If the issue continues, collect the support information listed below and contact HP Support.

Copy or Export Event Information

The Copy and Export options can be available based on the WXP Print release assigned to your account. Use these options to capture event details for a support case or offline review.

Copy Event

Export Event

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If these controls are not available, manually capture the event code, category, date, description, and recommended action. Copy or export might not be available in every release.

Differences between WXP Print and the Printer's Embedded Web Server

The event list in WXP Print can differ from the event list in the printer's Embedded Web Server (EWS). WXP Print can show repeated entries and informational events that the EWS does not show by default. The two interfaces can also retain or display different portions of the event history.

When investigating an issue, identify the source of the information as either WXP Print or printer EWS so that support personnel can interpret the data correctly.

Recommended Information for a Support Case

Include the following information when you create a support case:

• Customer or tenant name

• Printer name

• Printer model

• Serial number

• Connection or onboarding method

• Event code

• Event category

• Event date and time shown in WXP Print

• Event description and recommended action, if displayed

• Description of the user or business impact

• Troubleshooting actions already attempted

• Relevant screenshots

Frequently Asked Questions

1. Why do I not see the Event log tab?

The account might not have an eligible subscription or trial entitlement. Confirm the WXP Print plan assigned to the account and your access role.

2. Why does the Event log tab say that the feature is not supported?

The selected printer does not support event-log collection in the current WXP Print configuration.

3. Why is a recent printer event missing?

Event data is collected periodically and is not real time. Check the collection information displayed on the Event log tab and review the list again after a later collection.

4. Why is there no Guide me link for an event?

HP help content is not available for every event. Use the event code and description during troubleshooting, or provide this information to HP Support.

If an event does not include a description or a Guide me link, the specific event code might not have dedicated documentation. In this case, use the documentation for the broader parent error code, when available. For example, if event code 31.XY.YZ does not include a description or Guide me link, refer to the documentation for the 31.* error-code family.

5. Why does WXP Print show events that I do not see in the printer EWS?

WXP Print and the printer EWS can process, retain, or display event entries differently, including repeated and informational events.

6. Can the event log fix a printer automatically?

No. The event log provides event information and, when available, links to troubleshooting guidance. Follow the recommended action or your organization's printer support process to resolve the issue

Known Limitation:

• Event-log support depends on the printer family, firmware, onboarding method, and WXP Print release.

• Event data is collected periodically and is not real time.

• Guide me content is not available for every event.

• Available Guide me content can be limited by language.

• The WXP Print event list can differ from the event list shown in the printer EWS.

• Copy, export, and collection-timestamp controls might not be available in every release.

Contact Us

If the issue is not resolved, contact HP Support using one of the following methods:

• Email: support@wxp.hp.com

• Support portal: HP Workforce Experience Platform Support

Before submitting the case, collect the diagnostic information listed in the Recommended information for a support case section.