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Printer will not connect to new house router... I think I'm

Customer Question
Printer will not connect to...
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: 10 months ago.Category: Printers
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Answered in 6 minutes by:
12/31/2016
Technician: Md. Sadique, Engineer replied 10 months ago
Md. Sadique
Md. Sadique, Engineer
Category: Printers
Satisfied Customers: 3,407
Experience: Electronics engineer with 7+ years of experience in repairing office equipments & printers
Verified

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?

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Customer reply replied 10 months ago
I'm on my cell now
Customer reply replied 10 months ago
I don't think it PCH issue I think printer /router issue
Customer reply replied 10 months ago
Pc
Technician: Md. Sadique, Engineer replied 10 months ago

Is it connected to the wireless?

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Customer reply replied 10 months ago
Pc is connected to wireless but printer is not
Customer reply replied 10 months ago
I've followed instructions on printer screen many times but it doesn't connect
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
But it's not related to pc ?
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
I'm not sure...
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
My phone will not find printer either
Customer reply replied 10 months ago
it would find it at the old house
Customer reply replied 10 months ago
I would rather troubleshoot printer
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
Says wps timed out
Customer reply replied 10 months ago
I'd prefer you tell me what to try then here
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
Ok
Customer reply replied 10 months ago
It's an older printer
Technician: Md. Sadique, Engineer replied 10 months ago

Where it requires you to enter the network password.

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Customer reply replied 10 months ago
What shall I do first
Customer reply replied 10 months ago
Ok yes I e seen it generate that
Customer reply replied 10 months ago
I've
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
Hp office jet 3851a
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Technician: Md. Sadique, Engineer replied 10 months ago

What do you see there?

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Customer reply replied 10 months ago
Ok going there
Technician: Md. Sadique, Engineer replied 10 months ago

Keep me posted!

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Customer reply replied 10 months ago
Wireless on/off then wifi protected
Customer reply replied 10 months ago
Oops 3051a not 3851a
Technician: Md. Sadique, Engineer replied 10 months ago

What other options do you see?

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Technician: Md. Sadique, Engineer replied 10 months ago

Go down

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Technician: Md. Sadique, Engineer replied 10 months ago

Go to wireless settings

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Technician: Md. Sadique, Engineer replied 10 months ago

Go to Wifi protected

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Technician: Md. Sadique, Engineer replied 10 months ago

What is the make and model of your router?

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Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
I think it's the bottom one ... it black and you cannot see it in the picture
Technician: Md. Sadique, Engineer replied 10 months ago

At the bottom

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Technician: Md. Sadique, Engineer replied 10 months ago

Yes

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Customer reply replied 10 months ago
But this is what I've already tried several times
Customer reply replied 10 months ago
Maybe I did not do something correct though
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
39;'Tis is what it keeps doing
Customer reply replied 10 months ago
One time said wps timed out
Technician: Md. Sadique, Engineer replied 10 months ago

Even after pressing the WPS on the Hitron

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Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
The wireless on printer continues to turn itself back off
Customer reply replied 10 months ago
Hmm ... not sure if I have correct cable
Technician: Md. Sadique, Engineer replied 10 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.

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Customer reply replied 10 months ago
there's a USB here
Customer reply replied 10 months ago
Ok.
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
Well let me see what can do
Customer reply replied 10 months ago
It just says connected by USB
Customer reply replied 10 months ago
Is it possible to connect to it wireless ?
Customer reply replied 10 months ago
Says offline
Customer reply replied 10 months ago
Can you just tell me what to do please
Technician: Md. Sadique, Engineer replied 10 months ago

Please go to control panel > then view devices and printers

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Technician: Md. Sadique, Engineer replied 10 months ago

Do you see your printer there?

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Customer reply replied 10 months ago
There's 2 one is greyed out
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
Ok what do ?
Customer reply replied 10 months ago
The wireless on printer continues to set itself to off
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
Ok ... where is remote offer?
Technician: Md. Sadique, Engineer replied 10 months ago

Did you get the offer again?

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Customer reply replied 10 months ago
I'm sorry must try again tomorrow I guess too late here must go work in morning
Customer reply replied 10 months ago
May I try to teach you tomorrow !
Technician: Md. Sadique, Engineer replied 10 months ago

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

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Customer reply replied 10 months ago
Ok thanks
Technician: Md. Sadique, Engineer replied 10 months ago

Thanks for using JustAnswer.

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Customer reply replied 10 months ago
I will try back when I return from trip
Technician: Md. Sadique, Engineer replied 10 months ago

No problem, just message me when you are ready.

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John, Computer Science Engineer
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