Wireless network troubleshooting

Wireless troubleshooting checklist

Before beginning to troubleshoot the wireless printer, verify the following:

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

• The wireless network is working properly.

  Try accessing other computers on your wireless network.

  If your network has Internet access, then try connecting to the Internet over a wireless connection.

• Your SSID is correct.

  Print a network setup page to verify the SSID the printer is using.

  If you are not sure if your SSID is correct, then run the wireless setup again.

• Your WEP key or WPA passphrase is correct (if your network is secure).

  Log on to the access point and check the security settings.

  A security key is like a password. All devices on the same wireless network using WEP, WPA, or WPA2 share the same security key.

  If you are not sure if your security information is correct, then run the wireless setup again.

• The printer and the computer are within the range of the wireless network.

  For most networks, the printer and the computer should be within 100 feet (30 meters) of the access point (wireless router).

• The Wi-Fi indicator is green and successfully connected.

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

• The correct printer port is selected.

• The computer and printer are both connected to the same wireless network.

• The printer is located away from obstacles or electronic devices that could interfere with the wireless signal.

  Make sure the printer and access point are not separated by poles, walls, or support columns containing metal or concrete.

  Many devices can interfere with the wireless signal, including baby monitors, motors, cordless phones, security system cameras, other wireless networks, and some Bluetooth devices.

Wireless configuration does not continue after the USB cable is attached

Check the USB cable

If the configuration software does not allow you to continue configuring your printer wirelessly after you attach the USB cable, there may be a problem with the cable. Try one or more of the following:

• Make sure that the USB cable is not damaged. If there is any visible damage to the USB cable, try using a new one.

• Attach the cable directly to the computer and the printer. Hubs, switch boxes, and docking stations can sometimes interfere with the USB connection.

• Make sure the USB cable is correctly attached.

  1. Attach the large, rectangular connector to any USB port on your computer. USB ports may be on the front or the back of the computer, and may be horizontal or vertical.

     

  2. Attach the small, square connector to the printer.

     

WEP key or WPA/WPA2 preshared key/passphrase not valid

Carefully retype the key

Make sure the key has the correct number and the right kind of characters

WEP key

A valid WEP key is:

• Exactly 10 or 26 hexadecimal characters. Hexadecimal characters are A-F, a-f, and 0-9.

  or

• Exactly 5 or 13 ASCII characters. ASCII characters are letters, numbers, and symbols found on the keyboard.

WPA/WPA2 preshared key/passphrase

A valid WPA/WPA2 preshared key/passphrase is:

• From 8 to 63 ASCII characters. ASCII characters in a WPA/WPA2 preshared key/passphrase are case-sensitive.

  or

• Exactly 64 hexadecimal characters. Hexadecimal characters are A-F, a-f, and 0-9.

Note:

ASCII keys are case-sensitive. Be sure to include any capital letters.

Network printer does not appear in the printer selection list during installation

Make sure the printer is on the same wireless network as the computer

The SSID of the printer must match the SSID of the wireless network.

Find the network SSID

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 (wireless router), then do the following.

   For Windows users:

   1. Click or 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.

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

   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.

      Note:

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

2. When prompted, type the user name and password for the access point.

3. Click OK.

4. Look for the SSID, security type, and WEP key or WPA/WPA2 preshared key/passphrase, and then write them down.

   Note:

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

5. Connect the printer to a wireless network. Do either of the following:

   • 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.

Network does not appear in the Wireless Networks list

Try one or more of the following:

Network does not broadcast its SSID

Some networks will not appear in the network list because they do not broadcast their SSIDs. Select the option to connect to another wireless network, and then follow the instructions on the computer screen..

The printer will be moved to a remote network

• It is not necessary to access the wireless network from the Wireless Networks list if the setup and security information for that network is correct.

• Continue setting up the printer. It will join the remote network when it is moved within proximity of that network:

  Select the option to connect to another wireless network, and then follow the instructions on the computer screen.

The printer or installing computer is too far away from the access point

• Move the printer and/or the computer closer to the access point.

• Add another access point if wireless coverage is necessary in a new area.

The wireless network is not functioning

Confirm that the network equipment is functioning properly:

• Attempt to connect to other resources on the network.

• Try pinging or logging on to the access point.

Note:

If you are unable to communicate with devices on the wireless network, there is a problem with either the configuration of the computer or the wireless network. Contact your system support person, or refer to your access point documentation for assistance.

There is RF (Radio Frequency) interference between the wireless access point and the installing computer

Limit the sources of RF interference between the wireless access point and the installing computer by rearranging the network and items in the signal path. Sources of RF interference include:

• Microwave ovens

• Cordless phones

• Ham radios

• Bluetooth devices

• Garage door openers

• Security cameras

Note:

Changing the wireless channel that the access point broadcasts on can help resolve interference issues.

There is an object blocking the signal between the printer and the access point

The wireless signal can also be distorted or blocked by objects in the path between the access point and the printer.

• Interior support columns, or walls made of metal or concrete

• Floors

• Room dividers or cubicle walls made of metal

• Large metal filing cabinets, desks, bookcases, or other large metal objects

• Objects containing a large percentage of water, including fish tanks, large plants, stacks of paper, and crowds of people

Note:

Place the access point above or in front of any obstacles.

There are too many devices on the wireless network

A wireless device will communicate on the network only when no other device is communicating. Too many computers, printers, and other wireless devices can cause a wireless network to be so busy that a new device is unable to send or receive information.

• Adding another access point can help resolve this issue.

• Configure the printer for the network, manually entering all network information. The printer may work properly after it is configured for the network.

• Try turning off a few wireless devices to reduce network traffic.

Wireless Setup Utility stops responding during wireless configuration (Windows only)

If the Wireless Setup Utility stops responding during the wireless configuration process, then restart the computer, and then run the Wireless Setup Utility again. For more information, see Using the Wireless Setup Utility (Windows only).

Cannot print after wireless configuration completes

Try one or more of the following:

Make sure the printer is turned on

• Make sure the power light comes on.

• Make sure the printer is plugged in to a functioning power strip or electrical outlet.

Make sure the printer is ready

• Check the status of the printer and make sure it is in the ready state.

• If it is not ready, then turn the printer off, and then turn it back on.

Disable third-party firewalls

• If a non-Microsoft software firewall is installed on the computer, then try temporarily disabling it. Check to see if you can print with the firewall disabled. Enable the firewall and continue to troubleshoot.

• Update any non-Microsoft firewall software on the computer.

• Add any programs associated with the printer to the firewall whitelist.

Make sure the wireless network is working properly

• Try to access other devices on the wireless network.

• Contact the system support person to confirm that the network is functioning correctly.

Make sure the correct port or printer is selected

• If you are attempting to print wirelessly, then verify that the USB port is not selected.

• If you have more than one instance of the printer installed, then verify that the correct printer is selected.

Make sure the printer driver is installed in the printer

All computers that print to the wireless printer must first have the printer driver installed.

• Insert the Printer Driver and Documentations CD, and then install the printer driver.

Make sure Windows is working properly

• Restart the computer.

• Uninstall and then reinstall the printer driver.

Make sure the printer is working

• Insert the Printer Driver and Documentations CD, and then set up the printer using a local (USB) connection.

• If the printer works over a USB connection, then the printer is working properly.

Printer previously configured for an Ethernet connection does not work wirelessly

The printer supports only one type of network connection at a time.

Disconnect the Ethernet cable

If the printer is still connected to an Ethernet network, then disconnect the Ethernet cable from the printer. Turn off the printer, and then turn it back on. It should then join the wireless network.

Set the wireless network adapter of the printer as the active network card

1. From the printer control panel, navigate to:

   Network/Ports > TCP/IP > Active NIC > Auto

   Note:

   If the printer you are configuring wirelessly does not have a control panel, then see the User’s Guide.

2. Connect the printer to a wireless network. Do either of the following:

   • 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.

Turn off the printer, and then turn it back on

Network settings are correct but printer does not print wirelessly

If the printer is configured to print wirelessly and all of the settings appear to be correct, but the printer does not print, try one or more of the following:

Allow the wireless installation to finish

Do not attempt to print, remove the Software CD, or detach the installation cable until you see the Wireless Setup Successful screen.

Enable the printer

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

2. In the Start Search or Run box, type control printers.

3. Right-click the new printer. If Use Printer Online appears in the menu, select it.

4. Close the Printer, Printers and Faxes, or Printers window and try printing again.

Select the wireless printer

If the printer was first configured as a locally attached printer, it may be necessary to select the wireless printer to use the printer wirelessly.

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

2. In the Start Search or Run box, type control printers.

3. Check for a printer called Copy 1 in the folder. If there is, right-click the Copy 1 printer and click Use Printer Online from the menu.

4. Close the Printer, Printers and Faxes, or Printers window and try printing again.

Select the wireless port

If the printer was first configured as a locally attached printer, it may be necessary to select the wireless printer port to use the printer wirelessly.

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

2. In the Start Search or Run box, type control printers.

3. Right-click the printer and select Properties from the menu.

4. Click the Ports tab.

5. Locate the selected port. The selected port has a check in the Port column.

6. If the Description column of the selected port indicates that it is a USB port, scroll through the list and select the port with Printer Port in the Description column.

7. Click OK, and then try to print again.

Printer no longer works wirelessly

If the printer was working but no longer works wirelessly, then verify that:

• The printer is turned on. If necessary, turn it off, and then turn it back on.

• The access point (wireless router) is turned on. If necessary, turn it off, and then turn it back on.

• Other devices on the wireless network are still working. If attempts to access other resources on the network fail, then the problem is with the wireless network.

Check the access point settings

• Check for security changes on the access point. If MAC filtering or other firewall features are enabled, then add the printer information to the filters. Use the UAA, found on the network setup page, as the MAC address of the printer.

• If the access point also provides DHCP addresses, then verify that there are addresses available. Check the length of time the printer can keep an IP address (the lease), and then adjust the lease time for the printer, if necessary.

• From the printer, print a network setup page, and then check the SSID field in the TCP/IP section. If the SSID is different than the SSID for the network, then the access point may have been reset.

Make sure the wireless network is functioning properly

• If the wireless network is part of a larger network, then verify that no new security measures have been added or changed. For more information, contact your system support person.

• If there is a separate DHCP server on the network, then verify that it is running and functioning properly.

Check the printer configuration

• Print a network setup page, and then check the TCP/IP section. If there is no IP address, then the printer may have been reset to the factory defaults. Connect the printer to the wireless network. Do either of the following:

  • 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.

• If the printer has been moved to a new location, then check for any sources of interference (anything producing radio waves or electromagnetic waves) or for any large, dense objects that may be blocking the signal.

• If the printer has been moved to a new location, then it may be too far away from the access point. Move the printer closer to the access point.

• Verify that the printer is not connected to an Ethernet network connection. The printer can have one network connection at a time, either Ethernet or wireless.

Why did the printer fail to join the network?

After the Wireless Setup Utility completes the installation process, the printer may fail to join the network for several reasons. If the printer does not join the wireless network immediately after running the Wireless Setup Utility, then do the following:

1. Print a network setup page. For more information, see the User’s Guide.

2. Examine the TCP/IP section.

   • If the network setup page contains valid wireless network information, then the setup process completed, but the printer cannot communicate with the network. See Setup completed but printer did not join the network.

   • If the network setup page does not contain valid wireless information, then the setup process did not complete. See Setup did not complete and printer did not join the network.

Setup did not complete and printer did not join the network

Print a network setup page before continuing to troubleshoot the printer. For more information, see the User’s Guide.

Data entry issues

• Verify that the SSID and WEP key or WPA/WPA2 preshared key/passphrase were typed correctly. Run the Wireless Setup Utility again and carefully type the SSID and any WEP key or WPA/WPA2 preshared key/passphrase, making sure uppercase and lowercase characters are entered appropriately.

• Verify that the correct security type was selected.

• Verify that the correct wireless mode (ad hoc or infrastructure) was selected.

Computer configuration issues

• Verify that the installation cable was attached and removed at the appropriate time. Run the Wireless Setup Utility again, attaching and removing the cable when directed to do so.

• Verify that you are logged in to the computer with an account that has the necessary administrative rights to install software.

Network configuration and access issues

• Verify that the wireless network is operating properly. Attempt to access other wireless network resources form the installing computer. Resolve any network issues before attempting to continue the printer installation.

• If the network uses DHCP, then verify that the DHCP server is operating properly. Verify that there are available IP addresses available to assign, and that the DHCP server is turned on and functioning properly.

  Note:

  The DHCP server may be included in the functionality of an access point (wireless router), or it may be a dedicated network server. If it is an option on the access point, then make sure DHCP is enabled. If the DHCP server is a dedicated network server, then contact your system support person to confirm the DHCP service is operating properly.

• Verify that the wireless standard used on the wireless network is compatible with the standard used by the printer. The printer is compatible with the following standards:

  • 802.11b

  • 802.11g

  • 802.11n

  If other devices on the wireless network are 802.11b-compliant or 802.11g-compliant, then the printer will communicate properly. The printer will not reach maximum 802.11n data throughput rates on an 802.11g network, however.

  The printer is not compatible with the 802.11a standard.

Printer configuration issues

• Verify that the printer is turned on and is plugged in to a functional power strip or electrical outlet. Verify that the power light is on. Try moving the printer to a different electrical outlet to confirm that the printer is receiving power.

• If a wireless option card was installed after initial purchase of the printer, then verify that the card is correctly inserted in the slot. If necessary, remove it and reinsert it. Run the Wireless Setup Utility again.

Setup completed but printer did not join the network

Print a network setup page before continuing to troubleshoot the printer. For more information, see the User’s Guide.

Printer configuration issues

• Check the network setup page and verify that the printer has a valid IP address, gateway, and network mask for the wireless network.

• Check the network setup page and verify that the printer is attempting to communicate on the correct network. If the wireless network is set to the default SSID, then consider changing it. A unique SSID prevents potential confusion with other networks in the area.

• If the printer is attempting to communicate on an ad hoc network, then verify that it is configured to use the same channel as the other devices on the network.

• Verify that the correct wireless mode (ad hoc or infrastructure) was selected.

• If the printer was previously set up on an Ethernet network, then make sure the Ethernet cable is disconnected. If you configured the printer for wireless networking while the Ethernet cable was still connected, then disconnect the Ethernet cable from the printer, and then turn off the printer. Turn the printer back on, and the printer should join the wireless network.

Network configuration and access issues

• Verify that the installing computer has access to the wireless network. The Wireless Configuration Unsuccessful screen will be displayed if the computer cannot connect to the printer wirelessly for any reason. Try connecting to other resources on the wireless network from the installing computer.

• If an authentication server is in use, then verify that it is running and operating properly.

• Verify that the printer IP address is valid. Check to see if an IP address appears in the TCP/IP section of the network setup page following this pattern: 169.254.x.y, where x and y are any two numbers between 0 and 255. If the printer has an IP address in this format, then the DHCP server has failed to provide an IP address to the printer. Verify that there are available IP addresses remaining in the scope and that the DHCP server is turned on and functioning properly.

  Note:

  The DHCP server may be included in the functionality of an access point (wireless router), or it may be a dedicated network server. If it is an option on the access point, then make sure DHCP is enabled. If the DHCP server is a dedicated network server, then contact your system support person to confirm the DHCP service is operating properly.

Network security issues

• If the access point has MAC address filtering enabled, then make sure that the MAC address for the printer is allowed to access the network. Use the UAA, found on the network setup page, as the MAC address of the printer.

• If the access point is configured to filter IP addresses, ports, or other settings, then try disabling security on the access point. If the printer can join the network when security is disabled, then reenable security on the access point, adding the printer information.

• If the wireless network requires multiple keys, then verify that all keys were entered and that the correct key is selected as the Default Transmit key.

• The wireless network may use a security method not supported by the Wireless Setup Utility. Consider using the printer on a wired network, or in a locally attached configuration.

• Certificates, if used, may not be valid or may be expired. Contact the system support person to verify the validity of the certificates.

Location issues

• The printer may be too far away from the access point to join the network. Move the printer closer to the access point.

• The printer may be located behind an obstacle that is preventing it from receiving a wireless signal. Move the printer from behind any walls, poles, large pieces of furniture, or support columns.

• An appliance or other device may be interfering with the ability of the printer to communicate with the access point. Remove or unplug any cordless phones, microwave ovens, Bluetooth devices, and any other devices that communicate using radio waves or have motors. If removing the objects is not possible, then consider relocating the printer. Alternatively, use the printer on a wired network, or as a locally attached printer.

• Do not place the access point on top of a printer or appliance.

Printer is configured correctly, but cannot be found on the network

Verify that:

• The printer is plugged in and the power indicator light is on.

• The computer attempting to access the printer is on the same network as the printer.

• The printer is within range of the wireless network.

• There are no physical barriers like walls, poles, floors, or support columns between the printer and the access point that could block the signal. Fish tanks, large plants, stacks of paper, and crowds of people can significantly weaken the wireless signal.

• The printer is located away from other electronic devices that may interfere with the wireless signal.

• The wireless network is using a unique network name (SSID). If not, it is possible that the printer is communicating over a different, nearby network that uses the same network name.