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    HP Color LaserJet Pro MFP M476nw networking issue.

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    • P
      prcssupport
      last edited by

      I got called out today to resolve a networking issue on an hp color Laserjet pro mfp m476nw.

      The customer stated that the twc tech tried to connected it with her but it wouldn't work. She said they spent a couple hrs on it. They tested several SSID's and easier passwords and they also didn't work.

      She went on to tell me that she was referred to hp for service. But the system was "out of warrenty"

      I told her I could do the work.

      Anyways,

      She has a win 10pro 64 laptop

      I attempted to connect to her wifi with the printer, It said I put in the wrong passphrase. I double checked with her working laptop and it was correct. (I never was able to login to the modem\router)

      Anyways I performed a full factory reset to the printer, and I got the same error upon authentication.

      I then downloaded the HP software for the printer and performed an install and config using the usb. I configured it using the existing settings and passed them to the printer from the laptop. It failed as well. Side note, I also tried to connect using WPS without sucess.

      I didn't try to use a wired connection as time was running out, and she doesn't want a hardwire for the time being. The property is a rental.

      My next step is to check and see if it will connect with the ethernet. But after she has talked to the landlord.

      Does anyone have any thoughts, or have seen this before?

      There are only 3 ip devices. The modem\router, computer, and laptop from my understanding.

      Chad

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      • S
        scottalanmiller
        last edited by

        What security type is on the wifi?

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        • S
          scottalanmiller
          last edited by

          Paging @thanksajdotcom

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          • P
            prcssupport @scottalanmiller
            last edited by

            @scottalanmiller said in HP Color LaserJet Pro MFP M476nw networking issue.:

            What security type is on the wifi?

            Sorry failed to mention that
            WPA2 AES

            The main panel of the printer doesn't allow me to change the type of security.

            The printer wireless setting report shows the correct SSID, and also shows that it is using WPA2 aes\tkip encryption.

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            • M
              Mike Davis
              last edited by

              Bring another wireless router with you and try that next time. I had a much cheaper HP Photosmart printer that behaved the same way and I don't know what the problem was between the old AP, but I put in a new Ubiquiti and it worked fine ever since.

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              • P
                prcssupport @Mike Davis
                last edited by

                @Mike-Davis said in HP Color LaserJet Pro MFP M476nw networking issue.:

                Bring another wireless router with you and try that next time. I had a much cheaper HP Photosmart printer that behaved the same way and I don't know what the problem was between the old AP, but I put in a new Ubiquiti and it worked fine ever since.

                I had brought one with me, hoping I wouldn't need it. I wanted to test it, she didn't want to. But just the troubleshooting to this point was an hour. Had to wait on hp software it takes forever (you know how fun that can be.)

                Plus the customer was talking about other stuff I was trying to stay focused, but she was buying my time so i guses i should listen to her Lol. She also didn't know that I was fighting a stomach ache and I needed to leave soon.

                The modem\router was a technicolor. The first I have ever seen deployed in my area.

                Thank you guys!

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                • N
                  nadnerB
                  last edited by

                  I had a similar issue a long time ago but it was between my eeepc and my 802.11N router. Turns out that the eeepc wireless card was a draft version of the 802.11N standard and wouldn't connect if I had the router set to 300Mbps. I had to dial it back to max out at 145Mbps... 🤦

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                  • P
                    prcssupport @nadnerB
                    last edited by

                    @nadnerB said in HP Color LaserJet Pro MFP M476nw networking issue.:

                    I had a similar issue a long time ago but it was between my eeepc and my 802.11N router. Turns out that the eeepc wireless card was a draft version of the 802.11N standard and wouldn't connect if I had the router set to 300Mbps. I had to dial it back to max out at 145Mbps... 🤦

                    OK thank you. I will talk to her, and get a remote session opened. I can finish this from the office.

                    I wanted to get admin on the router, but since the Isp had that info. It would have added a lot of time, and my stomach wasn't having that. I wanted to see the settings for myself.

                    Thank you for the different thoughts. I'll keep you all posted.

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                    • T
                      thanksajdotcom
                      last edited by

                      Most wireless cards in printers still only go up to G, so it's not uncommon to have to use the wireless-N mixed mode if you want it to work correctly. Now the newer HPs have been starting to roll out wireless-N, but I can't say for sure on that model. @nadnerB is probably on the right track...

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                      • J
                        JaredBusch
                        last edited by JaredBusch

                        First thing I would have done is turn on the hotspot on my phone and tried to connect the printer to that WiFi.

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                        • P
                          prcssupport @JaredBusch
                          last edited by

                          @JaredBusch said in HP Color LaserJet Pro MFP M476nw networking issue.:

                          First thing I would have done is turn on the hotspot on my phone and tried to connect the printer to that WiFi.

                          I hadn't planned on that method exactly... but it's a good quick idea. I had brought a different switch\router along for the ride.

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