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Jason
Jason, Network Technician
Category: Networking
Satisfied Customers: 10508
Experience:  Years of experience and education.
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I am having problems getting my wireless Brother printer to

Resolved Question:

I am having problems getting my wireless Brother printer to connect to my computer. The computer can't seen to find it. It's a Brother MFC 7840W.
Submitted: 3 years ago.
Category: Networking
Expert:  Jason replied 3 years ago.

Networking Extraordinaire :

Greetings,

Is this a new install?

Is the printer connected to the router with a cable or is it wireless?

Customer:

Not a new install. It has worked in the past.

Customer:

The computer consultant I had out last time connected it with a cable to router. Before I had it connected to a Linksys.

Customer:

The printer was working fine with a Linksys router, and then I got DSL and Verizon installed its own router and then I upgrated to Windows 7 and things have been iffy since then. It will work until the electricity goes out and then it loses connection.

Networking Extraordinaire :

Thank you for the update.

Customer:

I tried installing and reinstalling printer.

Networking Extraordinaire :

Ok, so it works now, but when the electricity goes out and in, it will not?

Customer:

I tried reassigning an new IP address.

Customer:

It doesn't work now unless I have a cable connected and the scanning software doesn't work then.

Networking Extraordinaire :

Ok

Networking Extraordinaire :

How is the router connected to the network? With a cable or wireless?

Customer:

The router is only connected by cable to the printer. The two computers have wireless connections, which work fine (for internet).

Networking Extraordinaire :

Ok

Networking Extraordinaire :

Lets check some things.

Networking Extraordinaire :

- Click Start Button
- Type: controL printers
- Hit Enter
- Right click the printer
- Choose Properties
- Click the Ports tab

Which port is chosen?

Customer:

USB

Networking Extraordinaire :

Ok

Networking Extraordinaire :

Which other ports are there?

Networking Extraordinaire :

Are there any IP ports?

Customer:

USB002 to be exact

Customer:

Yes, there are several

Networking Extraordinaire :

Do you recall what the IP address of the printer was?

Customer:

I set it to 192.169.1.5

Networking Extraordinaire :

I assume you mean 192.168.1.5

Networking Extraordinaire :

Is that correct?

Customer:

yes, sorry

Networking Extraordinaire :

Please, follow the instructions below:

- Click Start Button
- Type: CMD
- Hit Enter
- In the black window, type the following and press Enter: ipconfig
- Press Enter
- What is shown for the IP Address, Subnet Mask & Default Gateway?

Customer:

192.168.1.65

Customer:

255.255.255.0

Networking Extraordinaire :

Thank you

Customer:

192.168.1.1

Networking Extraordinaire :

- In the black window, type the following and press Enter: ping 192.168.1.5
- What does it say, replies or request timed outs?

Customer:

It says destination unreachable

Networking Extraordinaire :

Ok

Networking Extraordinaire :

Oops...

Networking Extraordinaire :

Please, plug the printer into the Router

Networking Extraordinaire :

- Once the printer is plugged into the router, turn the printer off, then back on.
- Wait 1 minute
- In the black window, type the following and press Enter: ping 192.168.1.5
- What does it say, replies or request timed outs?

Customer:

It is plugged in

Networking Extraordinaire :

Was it plugged in this whole time?

Customer:

yes

Customer:

pinging again - same problem

Customer:

Except this time it says it sent 4 packets and 4 were received

Customer:

Before it said 4 sent, 3 received

Networking Extraordinaire :

Is it also plugged into the computer with a usb cable?

Customer:

no it's not plugged into computer. Plugged into router

Networking Extraordinaire :

Ok

Networking Extraordinaire :

Please, go to the printer and navigate to the Network Setup > IP address menu.

Networking Extraordinaire :

Which IP address is showing there?

Customer:

192.168.001.005

Networking Extraordinaire :

What is the subnet?

Customer:

255.255.000.000

Networking Extraordinaire :

Ok, that may be a problem.

Networking Extraordinaire :

Go back to that black window and read off the Subnet mask to me.

Networking Extraordinaire :

Cancel that...

Networking Extraordinaire :

Change the Subnet mask on the Printer to 255.255.255.0

Networking Extraordinaire :

Save all of that information on the printer.

Networking Extraordinaire :

Please, let me know when that is complete.

Customer:

done

Networking Extraordinaire :

Thank you

Networking Extraordinaire :

- Click Start Button
- Type: CMD
- Hit Enter
- In the black window, type the following and press Enter: ping 192.168.1.5
- What does it say, replies or request timed outs?

Customer:

I just noticed that it says: replying from: 192.168.1.65 and I'm pinging 1.5 - does that matter?

Customer:

It says unreachable

Networking Extraordinaire :

You may have a firewall that is blocking it.

Networking Extraordinaire :

Do you have another computer you can test this ping on?

Customer:

yes

Networking Extraordinaire :

Please, do that.

Networking Extraordinaire :

Which operating system is running on the other computer?

Customer:

GEt same response

Customer:

Both Windows 7, except he uses Norton and I use AVG for firewall

Customer:

Destination unreachable, but 4 sent and 4 received.

Networking Extraordinaire :

Ok, very curious

Networking Extraordinaire :

Please, disable the firewall on the computer and try the ping test once more.

Customer:

Same answer on ping

Customer:

What is it supposed to say?

Networking Extraordinaire :

It is supposed to say REPLY FROM

Customer:

Ah, no it doesn't say that

Networking Extraordinaire :

- Turn the printer off
- Turn the printer On
- Check which ip address & subnet mask is shown on the printer screen now

Customer:

Same as before: 192.168.001.005 & 255.255.255.000

Networking Extraordinaire :

Thank you

Networking Extraordinaire :

- Click Start Button
- Type: controL printers
- Hit Enter
- Right click the printer
- Choose Properties
- Click the Ports tab
- Choose the 192.168.1.5 port
- Click OK > OK

Send a test print to the printer.

Customer:

There is no 192.168.1.5 port. Do you want me to change the IP address on the printer to a number that appears on the port list?

Customer:

like 1.64?

Networking Extraordinaire :

No.

Networking Extraordinaire :

Click the Create a new port button.

Networking Extraordinaire :

Choose to create a standard tcp/ip port.

Networking Extraordinaire :

When it asks for the ip address, enter the 192.168.1.5 address

Networking Extraordinaire :

Once that is added, choose that port

Customer:

It can't add port - says device not found on network

Networking Extraordinaire :

ok

Networking Extraordinaire :

Very strange....

Networking Extraordinaire :

As of right now, the printer is plugged into the router, correct?

Networking Extraordinaire :

Into which port is the printer plugged into on the router? (1,2,3,4)

Customer:

4

Networking Extraordinaire :

Ok

Networking Extraordinaire :

are the lights for the number 4 plug on the router on or off?

Customer:

off

Networking Extraordinaire :

Ok

Networking Extraordinaire :

That is a problem

Networking Extraordinaire :

Please, verify that the cable is plugged in securely on both ends.

Networking Extraordinaire :

You may have a faulty cable.

Networking Extraordinaire :

Do you have another one to test with?

Customer:

I thought of that. Tried another cable. Same thing.

Networking Extraordinaire :

Ok

Networking Extraordinaire :

In that case, either the printer has failed or the network switch/hub on the router doesn't recognize 10Mbps speed correctly.

Customer:

So it's been plugged into that router port for months and was working, so does that leave the printer?

Networking Extraordinaire :

Oh...

Customer:

I tried plugging it into 2, 3, and 4, no go

Networking Extraordinaire :

Yes, that does point toward the printer as being the problem.

Networking Extraordinaire :

Ok

Networking Extraordinaire :

Plug the cable into a computer and check if the lights on the computer turn on.

Customer:

yes it does

Networking Extraordinaire :

Ok that is good

Networking Extraordinaire :

Please, go to the printer's menu and locate the network settings > auto negotiation value

Networking Extraordinaire :

What is it set to?

Customer:

i don't know where to find that on the printer

Networking Extraordinaire :

Ok

Networking Extraordinaire :

When you go to the network settings, which options do you have?

Networking Extraordinaire :

It may be called "Duplex mode", "NIC Speed", or something of the like.

Customer:

Under TCP/IP?

Networking Extraordinaire :

No

Customer:

Under TCP/IP = Boot method, IP address, Subnet, Gateway, Node Name, WINS config, WINS server, DNS serve, APIPA

Customer:

Then we have setup, SES/WPP/AOSS; WPS w/pin code; and WLAN Status

Networking Extraordinaire :

No, not under tcp/ip

Customer:

Those last ones under WLAN

Networking Extraordinaire :

ok

Networking Extraordinaire :

Go back out of the tcp/ip menu

Networking Extraordinaire :

Which options do you have?

Customer:

setup, SES/WPP/AOSS; WPS w/pin code; and WLAN Status

Customer:

Also set to default

Networking Extraordinaire :

Please, choose SETUP

Networking Extraordinaire :

Which options are there?

Customer:

just a setup wizard which doesn't lead to another of those terms you mentioned - just automatically connects to verizon router

Networking Extraordinaire :

Ok

Networking Extraordinaire :

On the printer, choose to reset it to its defaults, please.

Customer:

done

Networking Extraordinaire :

Is the light still off on the router?

Customer:

yes

Networking Extraordinaire :

Ok

Networking Extraordinaire :

It appears that your printer has failed.

Networking Extraordinaire :

Do you know if it is still under warranty?

Customer:

Don't think so. Do you have a suggestion on wireless laser printers?

Networking Extraordinaire :

It is a matter of preference. I prefer Dell printers or HP printers.

Networking Extraordinaire :

I would never suggest purchasing another Brother printer

Customer:

Okay - thanks. That's good to know!

Networking Extraordinaire :

:) I am glad to be of help

Customer:

I've had good luck with Brother in the past. Also have a Brother color laser that I like - not wireless

Customer:

I'll look at HP and Dell then.

Networking Extraordinaire :

Please, do not forget to click the Accept button if you found my answer helpful.

After you click the Accept button now, you can always continue communication with me if you have problems by logging into this site and pulling up this chat history.

Thank you,
- Jason

Networking Extraordinaire :

Very good

Jason, Network Technician
Category: Networking
Satisfied Customers: 10508
Experience: Years of experience and education.
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