The product won't connect to my wireless network. What should I do?

  • If your product has trouble finding or connecting to a wireless router or access point, try these solutions:

    • If you are connecting the product via Wi-Fi Protected Setup (WPS) and the Wi-Fi icon on your product's LCD screen is not lit or does not appear, make sure you select one of the WPS options from the product control panel within 2 minutes of pressing the WPS button on your router.
    • Make sure to place your product within contact range of your 2.4 GHz router or access point. Avoid placing your product near a microwave oven, 2.4 GHz cordless phone, or large metal object, such as a filing cabinet.

      Note: If you are using a 5 GHz wireless router, set the router to operate in dual band (2.4 GHz and 5 GHz) mode. If your router uses a single network name (SSID) for both the 2.4 GHz and 5 GHz band, give each band its own network name (SSID) instead, such as Home Network 2.4 GHz and Home Network 5 GHz. See your router documentation or contact your internet service provider for instructions.

    • Verify that your router or access point is operating correctly by connecting to it from your computer or another device.
    • You may need to disable the firewall and any anti-virus software on your wireless router or access point.
    • Try restarting your router following the instructions in your router documentation.

      Note: If you are reading these instructions online, you will lose your Internet connection when you restart your router.

    • Check to see if access restrictions, such as MAC address filtering, are set on the router or access point. If access restrictions are set, add your product's MAC address to your router's address list. To obtain your product's MAC address, print a network status sheet. Then follow the instructions in your router or access point documentation to add the address to the list.
    • If your router or access point does not broadcast its network name (SSID), follow the instructions that came with your product to enter your wireless network name manually.
    • If your router or access point has security enabled, determine the kind of security it is using and any required password or passphrase for connection. Then make sure to enter the exact WEP key or WPA passphrase correctly.
    • Check if your computer is restricting the available wireless channels. If so, verify that your wireless access point is using one of the usable channels and change to a usable channel, if necessary.
    • If you cannot connect your product to a device using Wi-Fi Direct, you may have exceeded the maximum number of devices connected to your product (4). Print a network status sheet or access Web Config on the browser for your device and check the number of connected devices. If 4 devices are already connected, disconnect a device by deleting the product's SSID from the Wi-Fi screen of that device. If fewer than 4 devices are connected, check the accuracy of your other network settings, move your device closer to your product, and try connecting again.
    • If you are using a Wi-Fi Direct connection that suddenly disconnects, the Wi-Fi direct password on your device may have been changed. If necessary, delete the existing DIRECT-xxxxxxxx connection settings from your device and enter a new password. See your device documentation for instructions.
    • If you connected your product to a Windows computer using Wi-Fi Direct and it automatically selected Access Point Mode, you may have trouble accessing a low-priority Internet connection. Check the network connection or adapter settings in the Windows Control Panel and set the Internet metric setting to 100 for your version of the Internet Protocol.
Published:  Oct 2, 2018 Was this helpful?​ Thank you for the feedback!
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