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QCIHDTM
QCIHDTM, Escalation Engineer
Category: Printers
Satisfied Customers: 575
Experience:  MCSE all, A+, Security+, Networking+, Windows Internals
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I have a Brother MFC-9560CDW printer that I am trying to connect

This answer was rated:

I have a Brother MFC-9560CDW printer that I am trying to connect to over the network. I have gotten the desktop computer next to me to connect fine but the laptop that I am working on will not connect regardless of method. I am also having issues with sharing the printer from the desktop because I cannot turn on the windows firewall. I am working on these issues separately and would rather have the laptop directly connected to the printer rather than sharing it from the desktop.

QCIHDTM :

hi

QCIHDTM :

I can help you with this

Customer:

Hello

Customer:

Hello?

QCIHDTM :

ok..so... are you connecting the printer to the desktop with a usb cable or wirelessly?

Customer:

Through the network wired

QCIHDTM :

ok

Customer:

Now it isn't even working on the desktop

QCIHDTM :

are you able to access it from the desktop now?

Customer:

No

QCIHDTM :

ok

QCIHDTM :

what OS do you have both on the desktop and on the laptop?

Customer:

I have tried setting it up with windows help and manually as a web service printer and TCP/IP and neither has worked

Customer:

Windows Ultimate on both

Customer:

64 I believe

Customer:

I can check that hold on

QCIHDTM :

vista? 7? 8?

Customer:

Sorry 7 ultimate 64 on both machines

QCIHDTM :

ok

QCIHDTM :

on both computers please do as follows

QCIHDTM :

click on the windows button

QCIHDTM :

type cmd

QCIHDTM :

when the little black icon appears on the top of the list

QCIHDTM :

right click on it and select "run as an administrator"

Customer:

ok

QCIHDTM :

once on the black window

QCIHDTM :

type

QCIHDTM :

ipconfig /all

QCIHDTM :

both on the computer and on the laptop

QCIHDTM :

tell me the IP address (v4) : looks like 192.168.1.10 or something similar to that

QCIHDTM :

the mask

QCIHDTM :

the gateway

QCIHDTM :

and the dns servers

Customer:

Desktop 192,168,1,109 laptop 192.168.1.173 both have subnet 255.255.255.0 and Gateway 192.168.1.1.

Customer:

dns is same as gateways

QCIHDTM :

great

QCIHDTM :

good

QCIHDTM :

so, do you remember seeing an ip address for the printer at one point in time?

Customer:

yes just let me confirm it because I did reset the network on the printer when it didn't work for the PC when I arrived today

QCIHDTM :

ok

QCIHDTM :

do you know how to look up the ip from the printer?

Customer:

yes

Customer:

192.168.1.139 same subnet and gateway as the computers

QCIHDTM :

good

QCIHDTM :

on the desktop, in the black window, please type

QCIHDTM :

ping 192.168.1.139

Customer:

the ping was successful

Customer:

no packet loss

QCIHDTM :

goo

QCIHDTM :

d

QCIHDTM :

same from the laptop?

Customer:

one moment

Customer:

no it expired in transit

Customer:

I think

QCIHDTM :

ok

Customer:

I think the laptop is trying to go through a VPN

QCIHDTM :

so let's start working with the desktop then

Customer:

the client uses this computer for VPN to medical records

QCIHDTM :

let's leave it aside until we can set up the desktop correctly

Customer:

Okay

QCIHDTM :

on the desktop, click on windows button and type printers then press enter

Customer:

I already have that open

QCIHDTM :

goo

QCIHDTM :

d

QCIHDTM :

is the printer listed?

Customer:

Yes greyed out when i tried to test print it just sits in the cue

QCIHDTM :

right click on it and select properties..

QCIHDTM :

does it show properties?

Customer:

yes it does

QCIHDTM :

ok

QCIHDTM :

delete the printer

Customer:

okay

Customer:

crap now the KVM is going all screwy again

Customer:

one second

Customer:

okay

Customer:

it has been removed

QCIHDTM :

ok

QCIHDTM :

now on the black window type the following (has to be exact... it will not give error if not)

QCIHDTM :

set devmg_show_nonpresent_devices=1

QCIHDTM :

sorry

QCIHDTM :

set devmgr_show_nonpresent_devices=1

QCIHDTM :

there you go

QCIHDTM :

then press enter

Customer:

One second it still kind of here

QCIHDTM :

once you do that,

Customer:

okay its gone now

QCIHDTM :

ok

QCIHDTM :

now on the black window type the following (has to be exact... it will not give error if not)

QCIHDTM :

set devmgr_show_nonpresent_devices=1

QCIHDTM :

then press enter

QCIHDTM :

then type

QCIHDTM :

devmgmt.msc and press enter

Customer:

nothing happened

Customer:

oh no just took awhile

Customer:

device manager isn't responding

QCIHDTM :

what you mean is not responding?

Customer:

the program was not responding

Customer:

i closed it so ill open it again

QCIHDTM :

how did you open it?

Customer:

its open

QCIHDTM :

with my instructions or in a different way?

Customer:

first time through the command prompt didn't work

Customer:

it crashed

Customer:

so i just opened it through the start menu

QCIHDTM :

you must open it from the opened command prompt...

Customer:

okay

QCIHDTM :

if not, the variable that I just set does not apply

Customer:

done

QCIHDTM :

click on view

QCIHDTM :

select "show hidden devices"

Customer:

ok

QCIHDTM :

expand imaging devices

QCIHDTM :

is there any icon that seems "faded"?

Customer:

the printer is there

QCIHDTM :

delete it

Customer:

ok

Customer:

done

QCIHDTM :

do you see "Multifunction adapters"?

Customer:

should I try the same for the laptop?

QCIHDTM :

if so, expand it

QCIHDTM :

(no, we are working on the desktop now)

Customer:

I do not

QCIHDTM :

expand "network addapters"

Customer:

okay

QCIHDTM :

do you see any "faded" icons there?

Customer:

RAS Async adapter

QCIHDTM :

just that one?

Customer:

yes

QCIHDTM :

ok

QCIHDTM :

and Multifunction adapters is not right above network adapters ?

Customer:

nope

QCIHDTM :

do yo have a node called "other devices"?

Customer:

yes

QCIHDTM :

ok....what do yo have in that node?

Customer:

It has the dell keyboard and the KVm that im using in it

Customer:

well what i think is the KVM

QCIHDTM :

ok

Customer:

its HA2-A3

QCIHDTM :

expand universal serial bus controllers

Customer:

ok

QCIHDTM :

delete all the faded entries

Customer:

okay

QCIHDTM :

(doesn't matter if it is clearly not the printer...just get rid of all of the faded ones)

Customer:

this might take a little bit there are a lot

QCIHDTM :

I know.... :)

Customer:

DOne

QCIHDTM :

k

QCIHDTM :

leave device manager opened

QCIHDTM :

leave the command open

QCIHDTM :

and start the printer installation with the latest drivers package provided by brother

Customer:

So you want me to go to add printer and go through that process?

Customer:

?

QCIHDTM :

no

QCIHDTM :

I want you to run the installation package that came with the printer OR to download the latest version from brother

Customer:

how do you want me to do it then

Customer:

okay

QCIHDTM :

download the corresponding version from there

QCIHDTM :

win7 (32 or 64)

Customer:

yay drivers

Customer:

it's installing

QCIHDTM :

great

Customer:

I'm glad this site exists I hate printers so hard

QCIHDTM :

hehehe

Customer:

I used to work for a medical office and every office had networked and local printers both from HP and it was the worst driver nightmare

QCIHDTM :

yeah...it can get annoying sometimes..

Customer:

its getting close to done

Customer:

It worked

Customer:

Test page printed

Customer:

this laptop might be a bit trickier

Customer:

Because it was trying to send my ping to 10.129.14.11

QCIHDTM :

ok

QCIHDTM :

so yes...

QCIHDTM :

the laptop has some more work to be done..

QCIHDTM :

can you ping the desktop from the laptop?

Customer:

nope that is trying to go to the same addresss

Customer:

i think this laptop is set up really weird

QCIHDTM :

ok..

QCIHDTM :

so yes.. it is probably using a vpn and using its gateway

QCIHDTM :

on the command window, do

QCIHDTM :

ipconfig /all

QCIHDTM :

and tell me all the IP (v4) from teh laptop

Customer:

it has 2

Customer:

1 froma Citrix virtual adapter

QCIHDTM :

ok

QCIHDTM :

so that's the VPN

Customer:

which is 10.52.13.240

Customer:

yeah appears so

QCIHDTM :

ok, click on the windows button

QCIHDTM :

then type ncpa.cpl

Customer:

nothing reallly happened

QCIHDTM :

did you press enter?

Customer:

yes

QCIHDTM :

look for the windows opened...

Customer:

nothing new

QCIHDTM :

make sure you type it right

QCIHDTM :

ncpa.cpl

QCIHDTM :

then enter

QCIHDTM :

you can also open it from the command window

QCIHDTM :

you type the same bu inside the command window

Customer:

wait is it the network connections window?

Customer:

because i already had that open

Customer:

it kind of focused it

QCIHDTM :

ok..

QCIHDTM :

what connections do you have htere?

Customer:

3 disabled wireless ones because the computer is currently on the wired network

Customer:

and the local area connection

QCIHDTM :

ok...

Customer:

which is and ethernet cable that shares a switch with the desktop

QCIHDTM :

ok

QCIHDTM :

click on the connetion icon close to the clock

QCIHDTM :

does it show 1 or more connections?

Customer:

nope just the LAN

QCIHDTM :

ok

QCIHDTM :

do you know how to connect/disconnect the vpn?

Customer:

Nope

QCIHDTM :

ok

QCIHDTM :

let's try it out

Customer:

but there is a citrix adapter in the network adapters in the device manager

QCIHDTM :

click on the windows button

QCIHDTM :

type citrix

QCIHDTM :

then see what it lists

Customer:

access gateway

QCIHDTM :

ok, open it

Customer:

tricky tricky citrix

Customer:

it logged me on

Customer:

so i logged off

Customer:

then it logged me on without me doing anything

Customer:

never mind it said you are not logged on

Customer:

not you are now logged on

QCIHDTM :

are there any properties/options to set?

Customer:

nope but that shut off the adapterwhen i did a second ipconfig

Customer:

pinging the computer works now

QCIHDTM :

ok..

QCIHDTM :

ping the printer

Customer:

that works as well

QCIHDTM :

ok

QCIHDTM :

install the drivers on this computer as you did with the desktop

Customer:

okay do you want me to delete the printer from device manager too?

QCIHDTM :

we can always do that later if necessary

Customer:

okay

QCIHDTM :

let's go with the simple installation

Customer:

off it goes

Customer:

Just curious, and shut me down if this is inappropriate to ask, but do you make your living off sites similar to this?

QCIHDTM :

hehe...nope... :)

Customer:

Just a free time extra cash thing then?

QCIHDTM :

yes...and fun too :)

Customer:

Cool

Customer:

It worked test page printed fine

QCIHDTM :

great

QCIHDTM :

so..

QCIHDTM :

this is what happens

QCIHDTM :

when the vpn is running...

QCIHDTM :

it can either use a gateway on the remote network

QCIHDTM :

so all traffic gets routed through the corporate firewalls/proxies/gateways

QCIHDTM :

OR

QCIHDTM :

it can use the local network gateway and only corporate traffic goes through the vpn

QCIHDTM :

if the former, then the laptop will not have access to the local network

Customer:

okay

QCIHDTM :

if the latter, then it will have access to both

Customer:

It seems that I cannot access the configuration of Citrix from first glance

QCIHDTM :

not sure how that citrix vpn client is configured nor if its configuration can be changed..

Customer:

I can instruct the client though

QCIHDTM :

sounds good! :)

QCIHDTM :

happy camper!? :)

Customer:

Sure am

QCIHDTM :

great to know!

Customer:

You saved me a lot of time screwing around and admitting defeat

QCIHDTM :

hehehehehhee....

QCIHDTM :

I feel the same with things not related to computers! :P

Customer:

Haha

Customer:

So how do I wrap this thingy up?

QCIHDTM :

if you are happy with the results...please accept my answer and leave a positive feedback.....

QCIHDTM :

Thanks for your time!

Customer:

Okay thank you

QCIHDTM and 2 other Printers Specialists are ready to help you