My printer does not connect to my computer.

[bevguy1]

For the past 2 weeks I have been unable to print from my computer.  I contacted HP  for support and they ran a  Wireless Network Test Result..  Here is what they said:  'YOUR HP PRINTER IS UNABLE TO CONNECT TO YOUR WIRELESS ROUTER.  MAC ADDRESS FILTERING MAY BE ENABLED ON YOUR WIRELESS ROUTER WHICH CAN PREVENT YOUR HP PRINTER FROM CONNECTING TO YOUR WIRELESS NETWORK DURING SETUP.

SOLUTION :  1 IF MAC ADDRESS  FILTERING IS ENABLED AND YOU WOULD LIKE TO KEEP IT ENABLED, YOU MUST ADD THE MAC ADDRESS OF YOUR PRINTER TO THE LIST OF PERMITTED DEVICES FOR YOUR WIRELESS ROUTER BEFORE CONTINUING.

This is far as I got.  My question is who can help me accomplish this address issue?  I contacted Xfinity which is my wifi provider to report the problem to them.  My session got cut off and I haven't been able to get back with them yet. I live in a senior community and at present we are quarantined and cannot have visitors and I would like to find help online to resolve this problem.   I  use my computer a lot but I am not too knowledgeable with the technology. Who would be able to do this?    HP ?  Xfinity ?    I would appreciate any  advise or comments on my problem.   Thanks.

Beverly 

[Jay_G24]

Hi @bevguy1,

I'd like to help!

I understand you are seeing a no filtering failed message which indicates that the routers have hardware address filtering enabled. 

We need to turn the filtering off, you would have to reach your ISP to get the setting changed.

 Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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