Having problems connecting an HP printer to a Verison FIOS router?

ShlomiL · ‎09-29-2020

Question

Having problems connecting an HP printer to a Verison FIOS router lately, since a router update, due to Wireless Security or a No Filtering error?

Answer

Try disabling the router's SON Self-Organizing Network feature and then check for any difference connecting the HP Printer, see 'Self Organizing Network Frequently Asked Questions >> Do I have the ability to turn SON off?' section, then check if you are able to connect:

https://www.verizon.com/support/residential/internet/equipment/network-extender/son

I could see many users with different HP Printers describing this exact same behavior lately after a recent router update, and multiple users reporting this to resolve the connection problem.

Thanks much to @kristirice73 for sharing the personal experience while troubleshooting!

We would like to encourage you to post a new topic in the community so our member will be able to help you as well, here is the link to post.

Shlomi

SLBC · ‎09-29-2020

Hi @Shomil. Will HP put out an update for HP Envy 4500 series printers so that I can once again enable SON?

SLBC · ‎09-29-2020

This worked! But I want to be able to re-enable SON, so HP should release an update to allow the printers to still be able to connect. Or, is getting an updated printer the only option?

ShlomiL · ‎09-29-2020

As users reporting, till several weeks ago the printer could connect using SON enabled with no issues at all, till a recent update, so I guess this is something you should check with Verizon.

Shlomi

smoothsbori · ‎09-30-2020

Hello everyone,

I have an older model Officejet Pro 8600 All-in-one and I was having the same issue printer connectivity issue. I mentioned your advice on disabling the SON feature to my Verizon Fios tech support rep. I have had the quantum gateway router and a wifi extender at home for some time and had not had any connectivity issues up until this past week. While troubleshooting my Officejet Pro I received an error message stating the following: "More than one access point/wireless router has been found that matches your wireless network name..." I attempted all the trouble-shooting advice found on HP support without success.

The Verizon Tech Support representative stated that the S.O.N. feature hadn't been activated when service became available in my area. (I am located in Northern, NJ). Verizon, in turn, activated the S.O.N. feature (system wide) in my area as of a week ago resulting in printer connectivity issues for many.

The rep proceeded to inform me that she was able to remotely reset and update my routers and disabled the S.O.N. feature rectifying my printer connectivity issue. What I noticed on my end is that I can see my original connection options for my routers as my original router name AND my router name with the "-5G" at the end as two separate connection points (for those with routers and wifi extenders that come up separately but still work together within my network).

***The Verizon Rep stated that she would notify her higher-ups regarding this issue as this problem is not just limited to HP printer products only.***

Thank you @ShlomiL for this recommendation! Kudos!

camtraveling · ‎10-01-2020

I spoke to Verizon and they claim this is a HP issue. They're only responsible for delivering the internet, whether a device is able to accept that internet connection is up to the device manufacturer (like HP). Hope HP provides an update. I too have an HP Officejet Pro 8600 and it just stopped connecting this week until I turned off Self Network Optimization (which was never a problem until this week).

LadySLW · ‎10-01-2020

Hello,

I appreciate the conversation. My printer is not an old model. I have had it a few months HP DeskJet 2755. It was working but recently it has not been. I am a user on my sisters network and her printer works. I work on the 3rd floor of her home and was having trouble with the internet cutting out. She got a new Verzion router with and extender. The router is in the basement and the extender is on the second floor. My laptop located the router but I cannot see the extender in the list> Should it be? The extender is always flashing yellow which means it doesn't recognize the router either. The printer was working for a while. It says "Off Line". I have tried reinstalling it but it cannot locate the router.

SLBC · ‎10-01-2020

Turning off SON definitely works to get the printers back online. I also agree that this is an issue that HP needs to resolve, not Verizon. I do hope that HP resolves this soon, because the SON feature is great for automatically switching 5G compatible equipment to the 5G connection, and with it you do not have 2 separate SSIDs for the 2.4 and 5G connections.

ShlomiL · ‎10-01-2020

This is a great discussion!

Generally, I would just like to just add some facts:

Many different HP printers affected, as reported by many different users.

No recent changes were provided for the printers, surely not in the exact timeframe of 2 weeks ago.

Here are 2 examples: different users, using SON for months, both were able to connect with no issues until 2 weeks ago, with SON enabled:

https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Officejet-Pro-8600-amp-8610...

Just as en example for the models discussed in here:

8600/8610 - latest update on August 2018

4520 - latest update on Mid July 2020

M251 - latest update on Feb, 2015

Shlomi

ShlomiL · ‎10-02-2020

@SLBC- for this current situation, I doubt any updated printer will provide any different results on the matter of security.

@camtraveling- Verizon provides you your home network, not only internet access, as you mention that SON was not a problem until this week I would assume you used SON before and could connect the printer, as no changes were made for the printer, how can it be the blame?

@LadySLW- from your description I can understand that both your PC and printer cannot see the extended, you also mention that the extender flashes yellow, I suggest checking the extended, this is something to resolve on the network matter, only then the printer will be able to connect.

Also, assuming you use a Fios Extended, I suggest ensuring it broadcasts a 2.4GHz wireless and not 5GHz only, your printer only supports the 2.4GHz band which must be enabled for the extended.

Anyway, if this is a Verizon Extended or any other private extended, I suggest contacting its provider to check for the cause and ensure the above.

And on a general matter for anyone reads, I could see some indications over the net that Mac Filtering was restored with the latest update, while the SON FAQs says otherwise, it might worth ensuring this not getting enabled by default with SON enabled:

https://dslreports120.rssing.com/browser.php?indx=9729798&last=1&item=2

Shlomi

Peafreen · ‎10-07-2020

Where /how do I find the SON in the settings on the router admin online? What am I looking for or what is it under?

ShlomiL · ‎10-07-2020

Hi @Peafreen ,

Please follow the link included in the main post to Verizon’s site, it includes the exact steps to turn of SON within the Frequency Asked Questions section, it lists the information how to disable the feature.

If you are not able to find the settings, please consult Verizon for any help changing your router settings.

Shlomi

Peafreen · ‎10-10-2020

Shlomi,

thank you I was able to disable SON and the printer is now working wirelessly - spend many hours trying to figure out why it wouldn't work....very frustrating - I have a LaserjetPro 200 color m252MW

What are the implications of not having SON enabled? Tx.

P

meralp · ‎10-10-2020

Thank you, I was on the verge of thinking I had to replace my printer just to find that the FIOS self-organizing network was the culprit. I turned it off and my printer connects just like before.

cmalzan · ‎10-11-2020

I have an ENVY2500 all in one. I did all of the recommendations on this site to no avail. Then I saw this post about FIOS and SON. Turned that off and it still doesn't recognize it! Ugh!

Restarted the printer after the SON, etc. and voila! That only took a week!

Alexferra · ‎12-16-2020

Hi, I disabled SON, switched my HP Laser Jet Pro M15w printer off and back on again, and restarted my computer. I try to reconnect my computer using the HP Smart app and even while connected via USB (as suggested in the setup instructions for future wireless connection) my printer still is not connecting or even being found my HP Smart.

What can I do?

davisaliesha605 · ‎10-15-2024

My office printer had this same issue with connecting to the internet. We tried everything. Our internet provider is not Verizon. The SON has been disabled. We run a money management service company and need to print ALOT of paperwork for compliance and maintain records virtually. Due to the connection issue we were having, we canceled our HP smart subscription while we were troubleshooting the printer and used our other printers in the office, which as you can assume, was a little hectic. This morning, my boss decided to renew the subscription and BOOM the printer connected. While I am happy that the printer is operational now, it is really concerning that a subscription service that is an elective choice has that amount of control over something that HP does not own. It does raise a few concerns that my boss will be voicing with HP directly but I thought I would bring that issue here as well in case someone else may be experiencing the issue and all of the troubleshooting doesn't work.