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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5068
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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Cannot remember my wireless passphrase. envy 5540, PC

Customer Question

Cannot remember my wireless passphrase.
JA: What's the make/model number of your printer? How old is it?
Customer: envy 5540
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC windows seven
JA: How long has this been an issue? What happened right before this popped up?
Customer: about a month
JA: Anything else you want the printer expert to know before I connect you?
Customer: no
Submitted: 2 months ago.
Category: Printers
Expert:  Jason Jones replied 2 months ago.

Hello,
I am the person that will be helping you today.

May I ask for the brand and model name of your wireless router or your wireless modem?

Once I have the above requested information, I will be able to give you the correct answer.

I look forward to your response,
Jason

Customer: replied 2 months ago.
Westell 7500
Expert:  Jason Jones replied 2 months ago.

Thank you for the update. May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 2 months ago.
no
Customer: replied 2 months ago.
I'm not paying anymore money.
Expert:  Jason Jones replied 2 months ago.

On a computer that is connected to the router, perform the steps below:
- Click the following link ---> http://192.168.1.1
Username: admin
Password: Password
- Click the Wireless link (your network name is ***** *****)
- Click the Wireless security link (your wireless password ***** ***** here)

Using the network name and password ***** you obtained from the instructions above, reconnect to the wireless signal.

Customer: replied 2 months ago.
It says this page cannot displayed.
Expert:  Jason Jones replied 2 months ago.

That means that the default IP for the router was changed. Go to the changed IP, if you know what it is. If you don't, then respond with the version of Windows or Mac OS that you are running.

Customer: replied 2 months ago.
Windows 7
Customer: replied 2 months ago.
my.just answer.com\s\EOIQH
Expert:  Jason Jones replied 2 months ago.

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: cmd
- Click the Ok button.
- In the black window, type the following and press Enter: ipconfig
- Press Enter
Question #1: What is shown for the IP Address, Subnet Mask & Default Gateway?

Customer: replied 2 months ago.
Local IPv6 address.....fe80: :2c9d: e485: 9c40: 1e98%12
IPv address.........129.168.200.117
Subnet Mask.......255.255.255.0
Default gateway......192.168.200.1
Expert:  Jason Jones replied 2 months ago.

It looks like someone changed the default IP to 192.168.200.1

On a computer that is connected to the router, perform the steps below:
- Click the following link ---> http://192.168.200.1
Username: admin
Password: Password
- Click the Wireless link (your network name is ***** *****)
- Click the Wireless security link (your wireless password ***** ***** here)

Using the network name and password ***** you obtained from the instructions above, reconnect to the wireless signal.

Customer: replied 2 months ago.
Network name and password ***** not displayed. Did all this above.
Expert:  Jason Jones replied 2 months ago.

What does that mean? "How" are they not displayed? Were you able to follow my instructions?

Customer: replied 2 months ago.
I put in admin as the user name and password ***** the password ***** and it ask me if I wanted to change the password ***** it came up blank but did not display a network name or password.
Expert:  Jason Jones replied 2 months ago.

That means you did not complete my instructions. This means that you or whoever setup the network changed the password.

Do you have any Windows computers connected to the wireless network currently?

Customer: replied 2 months ago.
the one I am on.
Customer: replied 2 months ago.
When I go to the Westfall site under wireless and simple config, it says the WPS is disabled. Is that part of the problem?
Expert:  Jason Jones replied 2 months ago.

When you go to the "Westell site"? What is that?

Customer: replied 2 months ago.
when you told me click on the link http://192.168.200.1 it takes me to a Westell site.
Expert:  Jason Jones replied 2 months ago.

Yes, it sure does. That is the Westell page. So you go there, but are not able to login, correct?

- Locate the wireless icon near the clock on your computer (bottom right).

- Click the wireless icon, right click your wireless signal in the list, click Properties.

- Click the Security tab.

- Put a check in the box that says, "Show password".

Now use the password ***** there, to connect. Did that work?

Customer: replied 2 months ago.
It has a red x over the icon.
Expert:  Jason Jones replied 2 months ago.

Okay, that means this computer is not connected to the wireless signal.

Do you have any Windows computers connected to the wireless network currently?

Customer: replied 2 months ago.
when I go to the simple config tab on the Westell site, it says the WPS is disabled. I pushed on the begin simple config button and it failed due to time out.
Expert:  Jason Jones replied 2 months ago.

Okay, try again. After you click the Begin Simple Config Button, you have 2 minutes to connect the printer.

So do the following:
- Click the Begin Simple Config Button

- Go to the printer screen, press Menu / Settings > Network Wifi Setup wizard, and choose your signal.

Did that connect?

Customer: replied 2 months ago.
it says enter the wireless password
Expert:  Jason Jones replied 2 months ago.

You did that after pressing the WPS button on the router?

Customer: replied 2 months ago.
Which is why I contacted you for help because I don't know it!
Customer: replied 2 months ago.
Expert:  Jason Jones replied 2 months ago.

I have run out of ideas.

For this reason, I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

Expert:  Viet - Printer Tech replied 2 months ago.

Hi,

I'm sorry about the issue. I'm another tech; I will help you with this.

This is a complicated issue, but don't worry; I can fix it. Can I connect remotely to your computer with a small amount as shown, so I can fix this issue directly on your computer for you?

Please reply at the box below; we guarantee our service. Thank you,