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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
Satisfied Customers: 5057
Experience:  Working as tech support specialist with a worldwide computer manufacturer.
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I have a Brother MFC-9320CW wireless printer/fax. While I can

This answer was rated:

I have a Brother MFC-9320CW wireless printer/fax. While I can print from the pc that is connected to modem, I cannot print from any other wireless pc or laptop. Can you walk me through the process.

S H E F I N :

Hello, and welcome to Justanswer. My name is XXXXX XXXXX I will be happy to assist you.


 

S H E F I N :

Please let me know when you are ready.


 

Customer:

I am ready

S H E F I N :

May I know the operating system you are using? Is it Windows 7?


 

Customer:

Yes it is.

S H E F I N :

Have you setup wireless on the printer?


 

Customer:

I thought I did, but perhaps you need to walk me through it.

S H E F I N :

First, press Menu and choose Network => Network Reset => Reset. Choose Yes to accept the change. The printer will restart automatically.


 

Customer:

I just did and it is reading please wait. Printer now reading Res.Standard

S H E F I N :

We did not setup anything. Just reset the network on the printer.


 

Customer:

Okay. what's the next step. I just tried to print from another wireless pc and nothing happened.

S H E F I N :

Press Menu on the control panel.


 

S H E F I N :

Choose Network => WLAN => Setup Wizard.


 

Customer:

are you talking about the printer's control panel

S H E F I N :

Yes.


 

S H E F I N :

If the message, WLAN Enable? appears, choose On to accept. The wired network interface will become inactive with this setting.


 

Customer:

ok. It brings me to WLand Enable? Option yes, no

S H E F I N :

If the message, WLAN Enable? appears, choose On to accept. The wired network interface will become inactive with this setting.


 

S H E F I N :

The machine will search for your network and display a list of available SSIDs.


 

S H E F I N :

Select your SSID from the list.


 

S H E F I N :

SSID is your wireless name.


 

S H E F I N :

If you do not see your SSID, please let me know.


 

Customer:

Select or ok for westell9260

S H E F I N :

Press the Up or Down arrow key to choose your network, then press OK.


 

S H E F I N :

Use the Up or Down arrow key and OK key to choose one of the options below: If your network is configured for Authentication and Encryption, you must match the settings used for your network.


 

S H E F I N :

Do you know the encryption method of your Router?


 

Customer:

westell9260 is the router do I select that

S H E F I N :

Then, press Ok.


 

S H E F I N :

Do you know the encryption method of your Router?


 

S H E F I N :

Like Authentication with WEP Encryption?


Customer:

now it directing me to select open system or scroll up/down

S H E F I N :

Do you have a password XXXXX your wireless network?


 

Customer:

the pass word is the encription under the router

S H E F I N :

Please scroll down the and check if you get a familiar encryption.


 

S H E F I N :

This time, try WPA/WPA2-PSK, press OK.


 

Customer:

next

S H E F I N :

Enter your password XXXXX press OK.


 

Customer:

asking for encryption type, tkip or aes

S H E F I N :

Try TKIP.


 

Customer:

where do I enter pass word, only choice is AES, or TKIP

S H E F I N :

Select one of them.


 

S H E F I N :

Have you done that?


 

Customer:

I did and now it's readingconnecting wlan; however, connection failed. I forgot to do some upper case letters, will try again. hold on

S H E F I N :

Okay.


 

Customer:

still reading connection failed.

S H E F I N :

ALright.


 

S H E F I N :

try setting up again. And this time, select Shared Key, press OK. Do not select WPA/WPA2-PSK.


 

Customer:

could it possibly be that the pass word is not the same. I recently moved from Ct to NC and have a different router.

S H E F I N :

Try changing the infrastructure. select Shared Key, press OK. Then, try the new password.


 

Customer:

it's telling me that is the wrong password. But I'm sure that's what I was told. I will try another one

S H E F I N :

Okay.


 

Customer:

I tried my telephone number and that's not working

S H E F I N :

Are you sure that the password XXXXX have given is correct?


 

S H E F I N :

Please be informed that the password XXXXX XXXXX sensitive.


 

Customer:

I know - I wrote it down - hold on I will ask my grandson

S H E F I N :

Okay.


 

S H E F I N :

If you have changed the router, it will change the password XXXXX RIght?


 

Customer:

we cannot remember the password XXXXX the router in CT, can we can it now?

S H E F I N :

You have changed it to NC. Right


 

Customer:

No, we changed it to CT. Can we do a network reset

Customer:

yes, you are right, we cahnged it to NC

S H E F I N :

Do you know the password XXXXX NC, after changing the router?


 

Customer:

we did because we do not have att here, we have centurylink. That's what we are putting in the north carolina password

S H E F I N :

Please go to the link below, download and run Wireless Setup Helper.


Customer:

okay completed and password XXXXX correct

S H E F I N :

Alright.


 

S H E F I N :

Please try setup again and this time, select WPA/WPA2-PSK andAES.


 

Customer:

ok

S H E F I N :

Last time, you have selected TKIP. Right?


 

Customer:

yes

S H E F I N :

Okay.


 

S H E F I N :

Please try setup again and this time, select WPA/WPA2-PSK and AES.


 

Customer:

trying as we chat

Customer:

connection failed again

S H E F I N :

try again and choose LEAP, press OK.


Customer:

ok

Customer:

connected with TKIP - did not have to do LEAP

S H E F I N :

Okay.


 

S H E F I N :

Great!


 

S H E F I N :

It says connected. RIght?


 

Customer:

yes

S H E F I N :

Okay.


 

S H E F I N :

How did you install the printer on your computer? have you used wireless connection method?


 

Customer:

no

S H E F I N :

Please click Start and select Devices and printers.


Customer:

ok

S H E F I N :

Right click on the printer name and select Remove Device.


S H E F I N :

Are you able to print from this computer using wireless?


 

Customer:

I do not see remove device. I have a list of printers, etc

S H E F I N :

Are you able to print from this computer using wireless?


 

Customer:

No, I am not able to print from this computer using wireless

S H E F I N :

Are you using the printers listed over there?


 

Customer:

We only have 1 printer and thaqt the MFC-9320 that we just configured

S H E F I N :

If so, right click on the printers listed over there and select Remove Device.


Customer:

ok

S H E F I N :

Remove all printers listed over there.


 

Customer:

done, what about fax

S H E F I N :

Please remove that too.


 

Customer:

all done - what's next

S H E F I N :

Do you have the printer driver disc with you?


 

Customer:

it's packed in a box and I don't know which box? We just moved from CT

S H E F I N :

Please wait.


 

S H E F I N :

You are using WIndows 7, 64 bit. Right?


 

S H E F I N :

Are you there?


 

Customer:

I think so, but how can I find out

S H E F I N :

Please click Start, and from the Start menu, right click on Computer and select properties.


Customer:

yes

S H E F I N :

Get into Control panel and select Uninstall a Program (listed under Programs). Uninstall all printer related programs listed over there.


 

Customer:

If I say yes to uninstall, it will restart computer will you still be available

S H E F I N :

Add this page to your Favorites/Bookmarks first, so as to get back to me.


 

Customer:

ok, however, can I elect to restart later

S H E F I N :

Please restart it now, so that you can install it properly.


 

Customer:

ok

Customer:

back

S H E F I N :

Please go to the link below, download and install Full Driver & Software Package .


 

S H E F I N :

http://welcome.solutions.brother.com/bsc/public/us/us/en/dlf/download_index.html?reg=us&c=us&lang=en&prod=mfc9320cw_all&dlid=&flang=English&os=93&type2=-1


 

S H E F I N :

Please let me know when you start the installation after downloading.


 

Customer:

downloading complete

S H E F I N :

Please start installation.


 

S H E F I N :

Let me know step by step information.


 

S H E F I N :

If you get an option to choose Network, or USB connection, select Network or wirelss.


 

Customer:

haven't seen that info come up yet

S H E F I N :

Have you started installation? Please do not connect the USB cable to printer or computer.


 

Customer:

I haven't seen anything come up. It always goes back to agree or disagree this is the 2nd time

S H E F I N :

Please select Agree and wait.


 

Customer:

I have done that twice

Customer:

one took 4 minutes, the other about 7 minutes

S H E F I N :

Do you seethe downloaded file?


 

Customer:

where there two links or just one

S H E F I N :

Only one.


 

S H E F I N :

I have given it two times.


 

Customer:

where will I see results of downloaded files

S H E F I N :

Please click Start and from the start menu, select your user name.


 

S H E F I N :

Over there you will see Downloads folder.


 

Customer:

there is a box on my desktop asking for language

Customer:

do I select usa

S H E F I N :

Select English.


 

S H E F I N :

Yes.


 

Customer:

did you say choose wireless network connection

S H E F I N :

Yes.


 

Customer:

next step

S H E F I N :

Has the computer detected the printer?


 

S H E F I N :

You have select MFL Pro suite. Right/


 

Customer:

haven't gotten there yet. To screemthat reads "firewall detected and ask for option to cahnge the firewall port or continue w/out change. changed is recommended

S H E F I N :

Please continue.


 

Customer:

however,box is titled "brother MFL-pro suite installation

S H E F I N :

Please change it and continue.


 

Customer:

asking to choose brother machine want to install

S H E F I N :

Yes.


 

S H E F I N :

Select your printer from the list.


 

Customer:

ok

Customer:

bring me to box "status monitor

Customer:

now its configuring new software installation

S H E F I N :

Follow the on screen instructions.


 

Customer:

it's installing

S H E F I N :

Okay.


 

Customer:

online registration box appeared

S H E F I N :

Please register later.


 

S H E F I N :

Click Next.


 

Customer:

now asking to restart for completion of installation

S H E F I N :

Please restart the computer and come back. Come back and let me know the result.


 

S H E F I N :

Have you completed the installation?


 

Customer:

yes, installation is completed and I can print from pc

S H E F I N :

Great!


 

S H E F I N :

Please try the same method of installation on the other computers too. Do not change anything on the printer.


 

S H E F I N :

If the response was helpful, please remember to RATE my service with 3-5 STARS OR a Smiley face.


 

Customer:

you have been very kind, thoughtful and considerate. I will be happy to rate your service with a Smiley face. Thanks again for everything.

S H E F I N :

You are always welcome.


 

Customer:

It's morning here so I must say have a good day. Good bye and again thanks

S H E F I N :

Same to you.


 

S H E F I N :

Bye.


 

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