HP Jet Fusion 500 3D Printer series User guide

Jet Fusion 500 3D Printer series
HP
Brand
HP
Model
Jet Fusion 500 3D Printer series
Type
User guide

This manual is also suitable for

HP Jet Fusion 500 3D Printer series: Embrace the future of 3D printing with HP's revolutionary technology. Experience unparalleled precision, speed, and versatility. Create complex, high-quality parts with HP's renowned Multi Jet Fusion technology. Unleash your creativity and transform your ideas into tangible products.

HP Jet Fusion 500 3D Printer series: Embrace the future of 3D printing with HP's revolutionary technology. Experience unparalleled precision, speed, and versatility. Create complex, high-quality parts with HP's renowned Multi Jet Fusion technology. Unleash your creativity and transform your ideas into tangible products.

Technical Newsletter
HP SmartStream 3D Command Center
3.2 installation and troubleshooting
guide
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
2
HP SmartStream 3D Command Center 3.2 installation and
troubleshooting guide
The aim of this newsletter is to define an easy HP SmartStream 3D Command Center configuration process and to explain
which checks should be done to ensure that Cloud connection works properly.
HP SmartStream 3D Command Center consists of two different pieces of software: HP SmartStream 3D Command Center
Server, that communicates to the HP Cloud, and HP SmartStream 3D Command Center Client, where you can see the
status of your devices and add new ones.
Contents
Benefits .................................................................................................................................................................................................................................. 3
Requirements ....................................................................................................................................................................................................................... 3
IT information ....................................................................................................................................................................................................................... 4
Installation ............................................................................................................................................................................................................................ 5
Server installation ................................................................................................................................................................................................................ 6
Client installation .................................................................................................................................................................................................................. 7
Proxy configuration ............................................................................................................................................................................................................. 8
Connectivity check ............................................................................................................................................................................................................... 9
Adding devices ...................................................................................................................................................................................................................... 9
Upgrade process ................................................................................................................................................................................................................ 18
Upgrading from v2.0 or newer ......................................................................................................................................................................................... 18
Upgrading from v1.6 ......................................................................................................................................................................................................... 18
Upgrading from v1.5 ......................................................................................................................................................................................................... 18
Uninstallation process ....................................................................................................................................................................................................... 20
Troubleshooting ................................................................................................................................................................................................................. 21
Network diagnostics .......................................................................................................................................................................................................... 21
Configure Command Center to support SSL Bump for traffic inspection .................................................................................................................. 22
3D printer or Processing Station is offline in Command Center Client, but it’s turned on ...................................................................................... 23
Extract debugging information from Command Center Server .................................................................................................................................. 25
How to verify that all components are running ............................................................................................................................................................. 26
Check internet connectivity to PrintOS, and between Command Center Server and Client ................................................................................... 27
Command Center Server appears in the list, but it’s disconnected ............................................................................................................................ 34
Command Center Client is not able to connect to the Command Center Server backend ..................................................................................... 34
Configuring proxy settings in Windows 7 ....................................................................................................................................................................... 34
Device is not able to upload data to the HP Cloud ........................................................................................................................................................ 34
Problems connecting to a server ..................................................................................................................................................................................... 35
Appendix .............................................................................................................................................................................................................................. 36
Accessing the Command Center application data folder ............................................................................................................................................. 36
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Benefits
With this software installed, Cloud Connectivity is enabled, providing you the following benefits:
• Remote troubleshooting, minimizing printing downtime.
• Transforming devices to smart devices. This is made possible in part by applying statistical analysis and machine
learning techniques to data gathered from connected devices. The installed base of connected devices combined with
Cloud intelligence makes up the HP Jet Fusion 3D Cloud Ecosystem. Improvements may be deployed via device
firmware updates or other means.
• Additional functionality, services, and solutions that evolve and improve over time.
• Predictive device maintenance to anticipate required maintenance and part replacement, thereby minimizing printing
downtime through planned interventions.
• Machine learning to maximize part quality based on printing parameters and device models that adapt and evolve over
time.
• Consistent and predictable part outcomes based on product and process improvement driven from aggregated system
telemetry and usage data.
• Productivity. Your production information always available. Anywhere, anytime access to the status of your HP 3D
solutions. Connection with HP PrintOS enables device status and production parameter monitoring from any web
browser or mobile device, from anywhere in the world.
• Monitor KPIs effortlessly. Compare your productivity anonymously to other HP Jet Fusion 3D devices’ users.
Productivity data may include packing densities, utilization indices, material recycling percentages, and more.
• Better planning and increased efficiency.
Requirements
• Intel processor with four virtual cores.
• 8 GB of RAM.
• 400 GB of free hard disk space. Ethernet, IPv4, 100 Mb/s.
• Microsoft Windows 10 (64-bit), Windows Server 2012 R2 up to Windows Server 2016.
• Internet connection, ADSL or better.
• Shielded CAT-6 LAN cables to connect the printer and Processing Station to your LAN.
• Configure firewall or antivirus to allow software to connect to the Internet (HP Cloud).
• This software version is mandatory with devices having firmware versions TATDAG_14_18_05.X or higher.
• It is not backwards-compatible with firmware versions older than TATDAG_14_18_05.X, so be sure you also upgrade your
firmware to the latest version for all devices after you install this version.
• Maximum number of devices supported by a single Command Center server is 45.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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IT information
• Device Data is accessed through HTTPS from Command Center Server using the Web Services from the devices.
• Data connections to the Cloud are always initiated by Command Center Server. No incoming network ports need to be
opened.
• The PC where Command Center Server is installed always needs to be on and awake to maintain connection with the
HP Cloud.
• Only outgoing HTTPS (TCP 443 port) traffic needs to be allowed on the network firewall, and no incoming network
ports need to be opened.
• Neither the HP SmartStream 3D Command Center nor any devices connected to it need to be reached from the
Internet.
• HP 3D Printing Solution status and health monitoring require frequent uploads of small data payloads (every 5
minutes). Outgoing connections are opened and immediately closed for each payload, which reduces any potential
security risks.
• Command Center Server uses HTTPS web protocol, but it is not a web browser: it cannot be used to access anything
other than the HP Cloud and it is not affected by web browser vulnerabilities.
• Full security audits and vulnerability scans are performed on the Command Center software before release.
• Printers and supporting devices run on dedicated hardware and firmware that is not affected by typical personal
computer vulnerabilities.
• Full security audits and vulnerability scans are performed on all HP device firmware packages before release, and
firmware update files are digitally signed by HP and verified by the HP device before installation.
• Non-anonymous device data is never shared with unauthorized 3rd parties without the customer’s consent. The HP
Cloud stores the device data in HP-authorized data centers which meet strict HP security standards, and the system is
periodically audited to help ensure the highest level of data security.
• The HP SmartStream 3D Command Center software transmits device data to HP Cloud servers using HTTPS. The
identity of the servers is verified, and the communication between HP SmartStream 3D Command Center and the HP
Cloud servers is encrypted using the Advanced Encryption Standard (AES) algorithm in Cipher Block Chaining (CBC)
mode in order to ensure that the device data cannot be viewed or modified by any 3rd parties.
• The use of hostnames/static IP addresses for devices and the Command Center Server PC is needed to prevent
disconnection if IPs change.
• The Command Center Server PC needs to allow incoming traffic to Command Center so that Command Center clients
can connect to the server.
• Connection to HP Cloud requires the customer network to allow traffic from the Command Center Server to the
following endpoints:
o www.printos.com, port 443 (or https://www.printos.com)
o 3dpconf.heleni.me, port 443 (or https://3dpconf.heleni.me)
o *.amazonaws.com port 443 (or https://*.amazonaws.com)
o h19002.www1.hp.com port 21
• Proxy is taken from the system configuration if not configured in Command Center. Proxy authentication is supported.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Installation
Important: This process is for new users. If you are updating HP SmartStream 3D Command Center, please check the
notes in the Upgrade process.
The HP SmartStream 3D Command Center Server needs to be installed on a PC that has access to the devices (3D printers
and Processing Stations). This PC also needs to have access to the Internet and the HP Cloud.
It is necessary to always have this PC turned on in order to be able to send information from your devices to the HP Cloud
and to let Command Center Clients monitor the list of 3D printers/Processing Stations that have been configured.
Remember to disable the sleep/standby mode on the PC.
Only one HP SmartStream 3D Command Center Server should be installed on the network in order to avoid conflicts.
Then, you can access the 3D printer/Processing Station information by installing the HP SmartStream 3D Command
Center Client on any PC in your network, the only requirement being having access to the main PC where the Command
Center Server is installed to work.
The Command Center Server has no user interface (it just shows a Windows taskbar tray icon). It is just a couple of
processes that run on the PC in the background.
The following picture shows a typical configuration, where the Command Center Server is running on the “Server PC” and
the Clients can be running on “PC1” or “PC2” or even on the “Server PC” itself.
Important: It is very important to ensure that 3D Printers, Processing Stations, and PCs have the same time zone (e.g.
UTC/GMT). Check that the PC has the date and time correctly configured to be the same as World Official Time
(http://www.worldtimeserver.com/current_time_in_UTC.aspx). Also, check that “daylight savings time” is correctly
configured (if applicable).
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Server installation
1) Download HP SmartStream 3D Command Center Server from the HP website (in the Support section).
The version must be 3.2.x: http://www.hp.com/go/jetfusion3D4200/software/.
2) Install HP SmartStream 3D Command Center Server only once on your network, on the “Server PC.”
3) Check the status of the HP SmartStream 3D Command Center Server with the tray icon, situated on the right side of the
Windows taskbar. The tray server has the same icon as the HP SmartStream 3D Command Center Server application.
There are two possible situations:
• The server is not responding.
• The server is running.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Client installation
1) Download HP SmartStream 3D Command Center Client from the HP website under the Support section.
The version must be 3.2.x: http://www.hp.com/go/jetfusion3D4200/software/.
2) Install HP SmartStream 3D Command Center Client on all the computers where you want to see the status of your
devices. It is recommended to install it on the Server PC as well in order to check network issues more easily.
3) Open HP SmartStream 3D Command Center Client and click the gear icon on the top-right corner. Then click “Network
connectivity.”
4) Verify that there is a valid server found:
Important: In this version of Command Center, HTTPS connection has been enabled. Therefore, only secured servers
(with HTTPS) will be autodetected now. This means that all servers with a lower version than 3.2 will not be discovered.
In addition, non-secured servers (without https, port 8080) cannot be added manually.
a. If it is autodetected automatically, the Server PC’s IP address will be shown. The Client will be connected
automatically to the autodetected Server if there is just one. You can save autodetected Servers by adding them
to your favorites. If not autodetected, you should select the Server you wish to connect to.
b. If it does not appear in the Servers list, you can add it manually with the “Add Server” option. Include the Server’s
IP address and port (from 8443 to 8449). The IP and the port are also displayed in the tray icon.
Important: Remember that it is strongly recommended to configure a hostname or static IP address rather than a DHCP
address for the “Server PC” in order to allow Command Center Clients to always be able to find the Command Center
Server, as IPs can change in DHCP environments.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
8
Proxy configuration
In case it is necessary to configure a proxy server connection:
1) Open HP SmartStream 3D Command Center Client and click the gear icon on the top-right corner. Then click Network
connectivity.
2) You should stay connected to the server in order to save your configuration.
3) Click the Advanced tab.
4) Enable the Use a Proxy Server option.
5) Fill in the hostname and port of your proxy. If needed, also add the username and password.
6) Click Save to finish the configuration and send it to the HP SmartStream 3D Command Center Server.
In addition, the range of your local IP addresses should be added to your local PC’s proxy configuration, in order to avoid
having to resolve them through the proxy.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Connectivity check
1) Open HP SmartStream 3D Command Center Client and click the gear icon on the top-right corner.
2) You should stay connected to the Server. Click Network connectivity and connect to your Server.
3) Check that you don’t have any connectivity issues: click the bell icon on the top-right corner.
If you have issues, first fix them. Check if your network is blocking the HP Cloud connections.
Adding devices
Device security password
A device security password is needed for each device to be able to associate it to your Command Center.
1) Click the Settings menu on the device’s front panel.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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2) Click Security and select Manage password. If you cannot see this screen it is probably because a password has already
been set for it. In this case, go to step Error! Reference source not found.
3) Create the administrator password and click OK. It is very important to remember this password as it will be required to
access some settings, and for the future, if it is needed, to add the devices to Command Center again. If you forget this
password a Service intervention will be needed to reset it.
4) If the device already has a password set, you will see this screen:
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Click the options "…" icon and select Administrator password. Type the administrator password in and press the OK
button:
Again, if you don’t remember the password, you will need a Service intervention to reset it.
Device hostname
1) You must use hostnames or static IP address for your devices.
You can get the pre-assigned hostname for a device in the connectivity application on its front panel by going to:
Settings > Connectivity > Network > Gigabit Ethernet > Network Identification > Host Name.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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2) In some networks, you also need to add the domain name to the hostname in order to identify the device. You can get
the domain name from the connectivity application on the device’s front panel by going to:
Settings > Connectivity > Network > Gigabit Ethernet > Network Identification > Domain Name.
The device’s final name in said case will be “hostname.domainName.”
Create a PrintOS account
If you already have a PrintOS account, you can ignore this section.
To create a new customer PrintOS account:
1) In Command Center Client, go to Settings > Device Management > Add device.
Note: If the button is disabled, check your connection to the Command Center Server: Open the notifications center, as
you should see a notification informing you of the problem.
2) Click Create account:
3) You will be redirected to a PrintOS page in your browser. You’ll need to register with your information and enter the
serial number of one of your devices. Then you will receive an email invitation to log in using your new account.
Afterwards you’ll need to accept the terms & conditions in order to enable it.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Log in to PrintOS
To make the process of adding a new device easier, you can log in to PrintOS beforehand. This way, when you need to add
a new device, you won’t be prompted with the PrintOS login.
As we can see in the image above, there is a new icon that represents the PrintOS login panel. If we click the button, a new
panel will be shown with a form where you can enter your PrintOS credentials. Note that the image above has a red circle
around the user: This means there is no user logged in. At any rate, a user can create a new account using the Create
account link. On the other hand, if a user does not remember his or her password, there is a Forgot Password? link to help
them reset it.
Once a user is logged in, the red circle around the login icon will disappear, and if we click the button again, the panel will
show information about the user:
Now, as we can see, the login form shows user information (basically his or her name and surname, and the email
address with which he or she is registered in PrintOS.
You can log out using the Sign Out link.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Add device in Command Center
1) In Command Center Client, go to Settings > Device Management > Add device.
Note: If the button is disabled, check device connection to the Command Center Server in your notifications center, as
there should be a corresponding message.
2) Log in with your PrintOS Credentials.
This step is only needed if you are not logged into PrintOS. If this is the case, use the PrintOS login panel explained
previously. (If you try to add a new device without being logged in, you will first need to provide your PrintOS
credentials.) This window will be shown just once; the next time you need to add a new device, the Add device panel will
be shown directly.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Note: If you get an error while trying to log in to PrintOS, check the connectivity icon for warnings (e.g. “Not connected
to Command Center Server”). Also check that you’re using your customer account (“PrintProvider”) and not your
reseller’s account to log in. If both accounts are associated with the same email, your last login and logout should be
done with your Customer account.
3) Enter in a name for the device, completing the hostname (limited to 32 characters) and the administrator password (for
the device) fields, and finally, choose your organization. In case the hostname is not working, you can use the device’s
IP (if it is STATIC).
We do not allow the use of dynamic IP addresses (given by DHCP server), because if they change, connectivity with the
Command Center will be lost and you will need to remove the device and add it back in again each time it changes.
4) From the list, select the Certified HP partner that installed your device.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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5) Now tick the Warranty and Certificate of installation checkbox. This is important for warranty considerations.
6) Click Save. Now your device has been added to Command Center. Please check that there are no warnings in the
notifications center to be sure that the device has been correctly installed. Repeat the process if you need to add more
devices.
Here are some possible error messages you may receive in this step:
• “Invalid device name:”
o Name of the device is not valid. Some characters are not supported.
• “Invalid device credentials:”
o Device admin password is incorrect.
• “Device not supported:”
o PrintOS account does not belong to a 3D account, or, invalid device serial number.
• “Device already associated to another PrintOS account:”
o Device registered to another customer or one using a different PrintOS account.
• “Admin credentials not configured:”
o You will need to set an admin password for the printer and Processing Station. Refer to Device security
password.
• “Error while adding a device. Try again XXXX:”
o This is a generic error message for errors that Command Center cannot report . . . “XXXX” being the code
returned by PrintOS.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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7) After adding all devices, you will end up with a screen like this:
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Upgrade process
Upgrading from v2.0 or newer
There are no special requirements for upgrading Command Center from said versions.
Follow the steps in Server Installation and Client installation. Your devices and proxy configurations will be preserved.
Upgrading from v1.6
In order to prevent installer failures, please follow these important steps:
• Uninstall the previous Command Center Server and Command Center Client and reboot your PC.
• Install the new Command Center Server and Client (v3.2).
Your devices and proxy configurations will be preserved.
Upgrading from v1.5
In the current version of Command Center, the minimum firmware version needed for all devices is: TATDAG_14_18_05.X.
If you need to upgrade your firmware, first check the scenarios below.
Important: Consider that, due to security improvements in the application, installing Command Center 1.6 or higher will
cause all the devices you have previously added to be removed. You will need to add them again.
Upgrading all devices at the same time
• Uninstall previous Command Center Server and Client version and reboot the PC.
• (Step needed only if you are upgrading to model 4210) Remove the devices from your PrintOS account as product
numbers will change. Log in to your (customer) PrintOS account with a web browser (www.printos.com) and remove
your devices by clicking the trash ( ) icon.
• Upgrade devices (printers and Processing Stations to firmware TATDAG_14_18_05.X or newer).
• Install new Command Center Server and Client version (all devices are deleted by default).
• Re-add your devices to Command Center (remember that it is important to re-add the devices only after they have
been migrated to the new firmware version. If you accidentally add a device with an older firmware version, you must
remove it from Command Center and add it back again to once it has the new firmware version).
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Upgrading the devices progressively
If another PC is available (recommended by HP)
• Install the new Command Center Server and Client version on a second PC (“PC2”).
• (Step needed only if you are upgrading to model 4210) Remove the devices from PrintOS as product numbers will
change. You need to log in to your (customer) PrintOS account with a web browser (www.printos.com) and remove the
device by clicking the trash ( ) icon.
• When upgrading a device to firmware version TATDAG_14_18_05.X or later, remove the device from the old Command
Center on PC1 and add the device to the new Command Center on PC2.
• Once all devices have been migrated to the new firmware version, remove the old Command Center version from PC1.
• (Optional) If you want to keep the PC1 as the Server PC for Command Center, uninstall Command Center on PC2 and
then install the new Command Center version on PC1, then add all the devices back in again (all of them MUST have
been migrated to the new firmware version).
If only one PC is available
• Uninstall the older Command Center Server and Clients and reboot your PC.
• Upgrade some of the devices to firmware version TATDAG_14_18_05.X or later.
• Install the new Command Center Server and Client version.
• Add all the devices to Command Center (with both older and new firmware versions).
• When a device is upgraded to a new firmware version, remove it from Command Center, upgrade its firmware and then
add it back to Command Center again (credentials will need to be refreshed in order for the information to be sent
correctly). If this is not done, the device won’t be connected correctly to the HP Cloud and printing/loading powder will
not work.
Important: Avoid adding TATDAG_14_18_05-firmware devices to HP SmartStream Command Center versions previous to
1.6 as these devices won’t be correctly connected to the HP Cloud and printing/loading powder will fail. Remember to
remove the device from the Command Center and add it again after upgrading the device to firmware version
TATDAG_14_18_05.X, as otherwise, it won’t be correctly connected to the HP Cloud and printing/loading powder will fail.
Technical Newsletter | HP SmartStream 3D Command Center 3.2 installation and troubleshooting guide
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Uninstallation process
1) First, uninstall the previous version of Command Center Server/Client. This can be done from the Server PC’s Control
Panel > Programs and Features > then locate “HP SmartStream 3D Command Center Server” and “HP SmartStream 3D
Command Center.” Click Uninstall.
2) Reboot the pc (Highly recommended if you need to install again the software).
3) Click Uninstall again (for both of them) in the windows that appear. This will uninstall both Server and Client software.
4) Reboot the PC (required if you need to install the software again).
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HP Jet Fusion 500 3D Printer series User guide

Jet Fusion 500 3D Printer series
HP
Brand
HP
Model
Jet Fusion 500 3D Printer series
Type
User guide
This manual is also suitable for

HP Jet Fusion 500 3D Printer series: Embrace the future of 3D printing with HP's revolutionary technology. Experience unparalleled precision, speed, and versatility. Create complex, high-quality parts with HP's renowned Multi Jet Fusion technology. Unleash your creativity and transform your ideas into tangible products.

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