General network troubleshooting

Finding the MAC address

Most network equipment has a unique hardware identification number to distinguish it from other devices on the network. This is called the Media Access Control (MAC) address.

When installing the printer on a network, make sure you select the printer with the correct MAC address.

If the printer has a factory-installed internal print server, the MAC address is a series of letters and numbers located on the MAC address sheet that came with your printer.

The MAC address appears in the following format:

00:04:12:34:56:78

Notes:

• A list of MAC addresses can be set on an access point (router) so that only devices with matching MAC addresses are allowed to operate on the network. This is called MAC filtering. If MAC filtering is enabled in your access point (router) and you want to add a printer to your network, the MAC address of the printer must be included in the MAC filter list.
• Print a network setup page if you cannot locate the printer MAC address. It will appear in the UAA field of the network setup page. For more information about printing a network setup page, see the User's Guide on the Printer Driver and Documentations CD.

The printer and computer are on different networks

Before you begin troubleshooting, make sure:

• The printer, the computer, and the access point (wireless router) are turned on.

• All switches, hubs, and other connecting devices are turned on.

• The printer driver is installed on the computer from which you are performing a task.

Try one or more of the following:

Check if the computer is using an Ethernet connection

If your computer is connected to an Ethernet network, then:

• Check if the Ethernet cable and connectors are not damaged.

  Check the connectors at both ends for any obvious damage. If possible, use a new cable.

• Firmly plug the Ethernet cable into the computer and into the network hub or wall connection.

• If your network can connect to the Internet, then verify your network access by visiting Web sites.

• Try accessing shared files or resources from computers that can connect to the printer.

For more information, contact your system support person.

Connect your computer and printer to the same network

The printer may not be on the same network as the computer.

If both the printer and computer are connected wirelessly, then the SSID (network name) of the printer must match the SSID of the computer.

1. Obtain the SSID or the name of the wireless network that the computer is connected to:

   1. Open a Web browser, and then type the IP address of your access point in the address field.

      If you do not know the IP address of the access point, then do the following:

      For Windows users:

      1. Click , or click Start and then click Run.

      2. In the Start Search or Run dialog, type cmd.

      3. Press Enter or click OK.

      4. Type ipconfig, and then press Enter.

         • The Default Gateway entry is typically the IP address of the access point, but make sure that it belongs to the Wireless Network Connection section of the ipconfig information.

         • The IP address appears as four sets of numbers separated by periods, such as 123.123.123.123.

         Note:

         If the IP address appears as 0.0.0.0, then contact your system support person.

      For Macintosh users:

      Note:

      This is applicable only in Mac OS X version 10.5 or later.

      1. From the Apple menu, navigate to:

         System Preferences > Network

      2. Click Wi-Fi or AirPort.

      3. Click Advanced > TCP/IP.

      4. Look for Router.

         The router entry is typically the IP address of the access point.

   2. Type the user name and password for the access point when prompted, and then click OK.

   3. In the “Wireless settings” section, look for the SSID.

   4. Write down the SSID.

      Note:

      Make sure you copy it exactly, including any capital letters.

2. Obtain the SSID of the network that the printer is connected to:

   1. From the printer, print a network setup page.

      For more information, see the User's Guide.

   2. In the Wireless section, look for SSID.

3. Compare the SSID of the computer and the SSID of the printer.

   If the SSIDs are the same, then the computer and the printer are connected to the same wireless network.

   If the SSIDs are not the same, then try either of the following:

   Connect your printer to the wireless network where your computer is connected

   Do either of the following:

   Note:

   Make sure to use the SSID of the wireless network where your computer is connected.

   • Depending on your operating system, run the Wireless Setup Utility or Wireless Setup Assistant. For more information, see Using the Wireless Setup Utility (Windows only) or Using the Wireless Setup Assistant (Macintosh only).

     Note:

     This is applicable only in select printer models.

   • From the printer control panel, configure the printer for wireless connection. For more information, see the User’s Guide.

   Connect your computer to the wireless network where your printer is connected

   In Windows Vista or later

   1. Click > Control Panel > Network and Internet > Network and Sharing Center.

   2. Click Connect to a network, and then select an SSID.

      If you are using Windows 7 or later, then you can save your connection by selecting the Connect automatically check box.

      Note:

      Select the SSID of the wireless network where your printer is connected.

   3. Type the WEP key or WPA/WPA2 preshared key/passphrase of the access point in the “Security key or passphrase” or “Security key” text box.

   4. Click Connect or OK.

   5. If necessary, click Close.

      Notes:

      • You can choose to save your connection and then set your computer to connect automatically to the network.
      • The computer can connect automatically only if the connection has been saved.

   In Windows XP

   1. Click Start > Control Panel > Network and Internet Connections > Network Connections.

   2. Right-click the icon for wireless network connection.

   3. Click Enable, if it appears in the pop-up menu.

      Note:

      If Disable appears, then your wireless connection is already enabled.

   4. Right-click the icon for wireless network connection.

   5. Click View Available Wireless Networks.

   6. Select the SSID of the wireless network where your printer is connected, and then click Connect.

   7. Type the WEP key or WPA/WPA2 preshared key/passphrase of the access point in the “Network key” and “Confirm network key” text boxes.

   8. Click Connect.

   In Mac OS X version 10.5 or later

   1. From the Apple menu, navigate to:

      System Preferences > Network

   2. Click Wi-Fi or AirPort.

   3. From the Network Name menu, select the SSID of the wireless network where your printer is connected.

   4. Type the WEP key or WPA/WPA2 preshared key/passphrase of the access point in the Password text box, and then click Join.

      Note:

      If your access point uses no security, then after selecting the SSID the computer will join the selected wireless network. For more information on access point security, see the documentation that came with your access point.

Computer firewall is blocking communication with the printer

Firewall settings may have stopped the printer from connecting to your computer.

If a firewall is installed on your computer, then do one of the following:

• Turn off your computer firewall.

• Update your computer firewall to the most recent version, and then allow the printer software to communicate over the network.

For more information on turning off and updating the firewall, see the help pages of your operating system.

Communication with printer lost when connected to Virtual Private Network (VPN)

You will lose your connection to a wireless printer on your local network when connected to most Virtual Private Networks (VPNs).

Most Virtual Private Networks allow computers to communicate with only the VPN and no other network at the same time. Disconnect from the VPN before installing the driver on the computer or before running the wireless setup on the computer.

To check if the computer is currently connected to a VPN, open your VPN Client software, and then check your VPN connections. If you do not have a VPN Client software installed, then check the connections manually using the Windows VPN Client.

If you would like to have the ability to connect to your local network and to a VPN at the same time, then request the system support person for the VPN to allow split tunneling. Be aware that some organizations will not allow split tunneling due to security or technical concerns.

If you want to connect only to a VPN, then the documents you want to print will not be printed until you have ended the VPN session. If you want to continue printing while connected to a VPN, then connect the printer to the computer using a USB cable. For more information, see the User’s Guide.