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Category: Printers
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Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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Printer will not connect to new house router... I think I'm

Customer Question

Printer will not connect to new house router... I think I'm following all the directions ... but report says wireless failed
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: Hp 3851a maybe 4-5 yr old
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Pic butbit cannot even find it on this network
JA: How long has this been an issue? What happened right before this popped up?
Customer: Was at old house ... was connected to old wireless .... moved to new house no connect
JA: Anything else you want the printer expert to know before I connect you?
Customer: I have done what usually works ... but it seems as if the wireless on the printer just fails or turns off
Submitted: 3 months ago.
Category: Printers
Expert:  Md. Sadique replied 3 months ago.

Hi, I'm Sadique. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.

Are you talking to me using your PC?

Customer: replied 3 months ago.
I'm on my cell now
Customer: replied 3 months ago.
I don't think it PCH issue I think printer /router issue
Customer: replied 3 months ago.
Pc
Expert:  Md. Sadique replied 3 months ago.

Is it connected to the wireless?

Customer: replied 3 months ago.
Pc is connected to wireless but printer is not
Customer: replied 3 months ago.
I've followed instructions on printer screen many times but it doesn't connect
Expert:  Md. Sadique replied 3 months ago.

Would you like me to remote in your system and help you in connecting your printer to the wireless?

Customer: replied 3 months ago.
But it's not related to pc ?
Expert:  Md. Sadique replied 3 months ago.

It will help me to check the wireless settings using your PC.

Customer: replied 3 months ago.
I'm not sure...
Expert:  Md. Sadique replied 3 months ago.

Don't worry this is more like a screen sharing session. You will be having full control on your PC.

Customer: replied 3 months ago.
My phone will not find printer either
Customer: replied 3 months ago.
it would find it at the old house
Customer: replied 3 months ago.
I would rather troubleshoot printer
Expert:  Md. Sadique replied 3 months ago.

I need to configure your wireless first then only I can help you connect your printer to the wireless.

Customer: replied 3 months ago.
Says wps timed out
Customer: replied 3 months ago.
I'd prefer you tell me what to try then here
Expert:  Md. Sadique replied 3 months ago.

We won't connect using WPS method. We will connect using standard setup.

Customer: replied 3 months ago.
Ok
Customer: replied 3 months ago.
It's an older printer
Expert:  Md. Sadique replied 3 months ago.

Where it requires you to enter the network password.

Customer: replied 3 months ago.
What shall I do first
Customer: replied 3 months ago.
Ok yes I e seen it generate that
Customer: replied 3 months ago.
I've
Expert:  Md. Sadique replied 3 months ago.

As of first step tell me the model number of your printer.

Customer: replied 3 months ago.
Hp office jet 3851a
Expert:  Md. Sadique replied 3 months ago.

On the printer control panel > touch the Wireless icon .
Touch the Settings icon > then touch Wireless Setup Wizard.

Expert:  Md. Sadique replied 3 months ago.

What do you see there?

Customer: replied 3 months ago.
Ok going there
Expert:  Md. Sadique replied 3 months ago.

Keep me posted!

Customer: replied 3 months ago.
Wireless on/off then wifi protected
Customer: replied 3 months ago.
Photo
Customer: replied 3 months ago.
Oops 3051a not 3851a
Expert:  Md. Sadique replied 3 months ago.

What other options do you see?

Expert:  Md. Sadique replied 3 months ago.

Go down

Customer: replied 3 months ago.
Expert:  Md. Sadique replied 3 months ago.

Go to wireless settings

Customer: replied 3 months ago.
Expert:  Md. Sadique replied 3 months ago.

Go to Wifi protected

Customer: replied 3 months ago.
Expert:  Md. Sadique replied 3 months ago.

What is the make and model of your router?

Customer: replied 3 months ago.
Customer: replied 3 months ago.
Expert:  Md. Sadique replied 3 months ago.

Do you know which is the WPS button on your Hitron unit?

Customer: replied 3 months ago.
I think it's the bottom one ... it black and you cannot see it in the picture
Expert:  Md. Sadique replied 3 months ago.

At the bottom

Expert:  Md. Sadique replied 3 months ago.

Yes

Customer: replied 3 months ago.
But this is what I've already tried several times
Customer: replied 3 months ago.
Maybe I did not do something correct though
Expert:  Md. Sadique replied 3 months ago.

Press that WPS button on Hitron and then press the WPS Push button on your printer.

Customer: replied 3 months ago.
Customer: replied 3 months ago.
Customer: replied 3 months ago.
39;'Tis is what it keeps doing
Customer: replied 3 months ago.
One time said wps timed out
Expert:  Md. Sadique replied 3 months ago.

Even after pressing the WPS on the Hitron

Customer: replied 3 months ago.
Customer: replied 3 months ago.
Expert:  Md. Sadique replied 3 months ago.

In that case we can setup your printer wirelessly using a USB cable

Customer: replied 3 months ago.
The wireless on printer continues to turn itself back off
Customer: replied 3 months ago.
Hmm ... not sure if I have correct cable
Expert:  Md. Sadique replied 3 months ago.

We have to connect your printer to your computer temporarily using a USB cable then once set up is done we can remove it.

Customer: replied 3 months ago.
there's a USB here
Customer: replied 3 months ago.
Ok.
Expert:  Md. Sadique replied 3 months ago.

Now I would ask you to allow me to remote in your computer.

Customer: replied 3 months ago.
Well let me see what can do
Customer: replied 3 months ago.
It just says connected by USB
Customer: replied 3 months ago.
Is it possible to connect to it wireless ?
Customer: replied 3 months ago.
Says offline
Customer: replied 3 months ago.
Can you just tell me what to do please
Expert:  Md. Sadique replied 3 months ago.

Please go to control panel > then view devices and printers

Expert:  Md. Sadique replied 3 months ago.

Do you see your printer there?

Customer: replied 3 months ago.
Customer: replied 3 months ago.
There's 2 one is greyed out
Expert:  Md. Sadique replied 3 months ago.

Please reconsider your decision for the remote support. It will help me to troubleshoot easily.

Customer: replied 3 months ago.
Ok what do ?
Customer: replied 3 months ago.
The wireless on printer continues to set itself to off
Expert:  Md. Sadique replied 3 months ago.

Please accept the Remote offer then I will give you instructions on how to setup the remote session.

Customer: replied 3 months ago.
Ok ... where is remote offer?
Expert:  Md. Sadique replied 3 months ago.

Did you get the offer again?

Customer: replied 3 months ago.
I'm sorry must try again tomorrow I guess too late here must go work in morning
Customer: replied 3 months ago.
May I try to teach you tomorrow !
Expert:  Md. Sadique replied 3 months ago.

No problem, just message me tomorrow on this page to get started.

Customer: replied 3 months ago.
Ok thanks
Expert:  Md. Sadique replied 3 months ago.

Thanks for using JustAnswer.

Customer: replied 3 months ago.
I will try back when I return from trip
Expert:  Md. Sadique replied 3 months ago.

No problem, just message me when you are ready.

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