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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 31175
Experience:  Printer and scanner problem resolver for over 15 years
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Cannot connect new printer to wireless WiFi

Customer Question

Cannot connect new printer to wireless WiFi
Submitted: 4 months ago.
Category: Printers
Expert:  Richard replied 4 months ago.

Hi there and welcome

What is the exact message it gets when the password ***** not work?

Customer: replied 4 months ago.
Connection failed.
Expert:  Richard replied 4 months ago.

ok, remove the power to the wifi router and the printer.

Wait 5 minutes

connect the power to the wifi router and wait 5 minutes

Connect the power to the printer and then try to connect it

Let me know the results please

Customer: replied 4 months ago.
connection failed
Expert:  Richard replied 4 months ago.

remove the power to the wifi router and the printer.

Wait 5 minutes

connect the power to the wifi router and wait 5 minutes

Connect the power to the printer and then try to connect it

Let me know the results please

Customer: replied 4 months ago.
Everything is back on. Now what?
Expert:  Richard replied 4 months ago.

try to connect it

Customer: replied 4 months ago.
I did. It said Failed again.
Expert:  Richard replied 4 months ago.

what is the make and model of your wifi router?

Customer: replied 4 months ago.
The router is in a completely different room. That is what takes me so long. It is a Netgear WGR614
Expert:  Richard replied 4 months ago.

ok, do you have a windows computer that is connected already to the wifi network?

Customer: replied 4 months ago.
That is what I am using. HP Windows 10
Expert:  Richard replied 4 months ago.

ok, I want to double check the password *****

Press the windows key + R and type in

ncpa.cpl

Press enter

Right click on the wireless connection and click on Status

Then click on wireless properties

Click on the Security Tab and then click on Show Characters and you can then see the wireless password ***** to use

Make sure you type it in exactly as it is listed.

Let me know the results please.

Customer: replied 4 months ago.
That is exactly what I have been typing in
Customer: replied 4 months ago.
Tried again. Setup Failed
Expert:  Richard replied 4 months ago.

what exact steps are you taking on the printer?

Customer: replied 4 months ago.
WiFi Setup Wizard. When it finds my SSID (sylviaverdunetgear2) I put in my password ***** it searches.
Expert:  Richard replied 4 months ago.

Which security are you selecting?

Customer: replied 4 months ago.
Don't know what you mean?
Expert:  Richard replied 4 months ago.

when you go through the wizard, it will show the security type eg: WPA2, WEP ect

Customer: replied 4 months ago.
Is this what you need: WPA-PSK
Expert:  Richard replied 4 months ago.

yes, who initially set up this router for you? Or did you just plug it in and start using it?

Customer: replied 4 months ago.
It was a few years ago but I think we just plugged it in when I got the first wireless printer.
Customer: replied 4 months ago.
Haven't had any trouble until now.
Expert:  Richard replied 4 months ago.

ok, if this is the case then I want you to do a reset please.

On the back of the router is a reset button.

Using a paperclip, push and hold it in for 10 seconds then release

Wait 5 minutes for internet to reconnect

When it has, try to connect the printer and tell me if it now connects please.

Customer: replied 4 months ago.
Ok
Expert:  Richard replied 4 months ago.

thanks

Customer: replied 4 months ago.
Checked all over. Could not find any Reset hole.
Customer: replied 4 months ago.
Those controls are on the side. I will look for that hole. Be right back
Expert:  Richard replied 4 months ago.

thats the back of the router, the sides will have nothing on it

Customer: replied 4 months ago.
Nope. With the Router standing up, those are on the right side and there is no Reset Button anywhere.
Expert:  Richard replied 4 months ago.

ok, well I have never seen a router with it on the side, but the picture I showed you is for the model you told me you had.

Please can you double check the model

Customer: replied 4 months ago.
I just did. That is the correct Model. I just went and checked again. It has an antenna like thing. Four places for a phone like connection and the Electrical connection. That is all. I have to leave a 6:30 because I have an appointment. If I get a chance later in the day can we reconnect?
Expert:  Richard replied 4 months ago.

yes we can, but the router will have a reset button on it, 100%, every router ever made does, so you need to find it please

Customer: replied 4 months ago.
I will try again. How can I send you a picture of this Router?
Customer: replied 4 months ago.
I will take a pic. of all sides.
Expert:  Richard replied 4 months ago.

you can attach them to this question using the attach file button

Customer: replied 4 months ago.
Can I do it from my phone?
Expert:  Richard replied 4 months ago.

yes, you go to the webpage and can upload from your phone.

Customer: replied 4 months ago.
what is your web address?
Expert:  Richard replied 4 months ago.

its this web page, that your on now, look at the address bar and you see the address.

Customer: replied 4 months ago.
Is it my.justanswer.com. I typed that in and I got some Lawyer info.
Expert:  Richard replied 4 months ago.

yes, then sign in

Customer: replied 4 months ago.
This is too difficult. I thank you for your help. Just charge my CC the $5.00. I have a friend who can come to my house. It will be much easier. Thanks again.
Expert:  Richard replied 4 months ago.

ok... you will need to speak to customer services about charges

Customer: replied 4 months ago.
Whatever. It said it would be no more then $23.00. So, that will be fine. Thanks for your time.
Expert:  Richard replied 4 months ago.

ok, though as we never finished I do not receive anything. It is a pity you decided to quit after the time invested but of course thats your descion