Connection Issues with ISP Router

[Tyler3]

I just moved and am trying to connect my printer to my new network. The internet company supplied a modem/router combo. The printer will connect to the network when I disable the WPA settings. However, once I re-enable them, I can no longer connect to the network. I have tried the following:

-WPS connection: My router signaled that the connection worked, but the printer never was able to connect

-Wireless Setup Wizard: I put in the passphrase and says unable to connect. The diagnostic report that prints out says PASS on everything but "No Filtering"

-USB connection to wireless connection setup from desktop: The printer connects to the computer just fine through USB (and direct wireless), but the setup wizard to turn the USB connection to a wireless connection failed.

-HP Print and Scan Doctor: Went through each stage of the troubleshooting and nothing worked.

-Checked MAC filtering: Filtering is turned off. I also tried adding the printer to the list of allowed devices

-Disabled the 5Ghz band: the router broadcasts a single SSID and automatically switches bands. I disabled the 5Ghz to see if that was preventing the connection. Doing this is what allowed the WPS to succeed with my router, but the printer still did not connect

-Set manual channel: I tried manually setting the wifi channel (to 1 and then 6)

-Verified wireless mode: It is 802.11 g/n mixed.

-Hard reset on every device (multiple times)

-Reset printer network settings to default (multiple times)

I've spent hours trying to figure this out to no avail. Any other ideas?

[Jay_G24]

Hi @Tyler3,

I'd like to help!

Could you print and share the wireless test report?

1.Press the Wireless button to access the Wireless Status menu.

2. Press the button next to Settings to access the Wireless Settings menu.

3. Select Print Report, and then select Test Report.

 Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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[Tyler3]

[Jay_G24]

I suggest you reach the ISP to resolve the filtering issue.

[Tyler3]

I reached out to the ISP and they were unable to resolve the issue. Their guess is that the printer is trying to connect using 802.11b when the network is secured, but when it is unsecured it just uses the fastest which would be g/n. They said if it tries to use 802.11b it will not be able to connect because that is old technology and is disabled on the network. 

[Jay_G24]

What is the encryption type on the router set for 2.4GHz network?

[Tyler3]

The encryption type is AES. 

[Jay_G24]

Please try a wireless mode b/g/n on the router and could you also try a different encryption type?

[Tyler3]

I tried switching to b/g/n but it still couldn't connect. I tried to change the encryption method, but AES seems to be the only option on my router.

[Jay_G24]

We have already tried all the necessary troubleshooting steps and yet the issue persists. I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Support in your region for further assistance.