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How to Identify a Wireless Communication Problem and Resolution Tips

Document ID:FA697
 
03/27/13 Properties  

Problem

Flashing orange; Flashing green; No indicator light; No light; No Wi-Fi; No INA; Broken Wi-Fi; Broken INA; Network settings won't print; Cannot set up wireless; Can't connect wirelessly; Printer status; Green Wi-Fi indicator light; Orange Wi-Fi indicator light; Connection not available; Connection failed; Wi-Fi light indicator status messages; Medallion colors; Internal Network Adapter;

Solution

Overview


This article will help you with the following Wi-Fi or wireless communication topics:

  • Printer wireless connection status
  • "Connection Failed" tips and suggestions
  • How to rejoin your network
  • How to reselect your network printer port 
  • Wi-Fi indicator light behavior
     

 

Index


Click on your Wi-Fi indicator light status below to see recommended actions.

Status Inkjet printers before 2011 Current printers Current printers with a color touchscreens
Flashing
Solid
Off


Other States

 Other topics
 

 

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 Reset instructions for Printer, Computer, and Router


Do other wireless devices communicate on your wireless network?

If... Then...
Other Wi-Fi equipped devices are able to connect to my wireless network... See indicator light topics found in this article.
No other wireless devices communicate on my network... The procedure below is helpful if both computer and printer fail to communicate over your wireless network.

IMPORTANT! If these Power Off/On instructions do not re-establish network connection, please contact your internet service provider or the router manufacturer

On the printer... On the PC... On the wireless router (AP) and modem... 
 
  1. Turn off the printer or all-in-one, and unplug it.
     
  2. Wait 30 seconds.
     
  3. Plug the printer back in and power it on.
Save your work and then reboot the machine.

 

  1. Turn off the router and modem. You may have to remove the power adapter plug from the back of the devices.
  2. Wait 30 seconds.
  3. Reverse Step 1 to restore power to the modem.
  4. Wait until the modem comes to a ready state.
  5. Reverse Step 1 again to restore power to the router.
  6. Wait until the router finishes initializing.
  7. Try to print again
     

 Reset types

Reset method Activation method Result to settings
Soft Temporary disconnection of power to router and printer No lost settings and may reestablish network connection
Full Activated via a RESET menu option on the printer or a reset button on the router Completely clears all configuration settings; you will have to reconfigure your printer to rejoin your network using the Wireless Setup Utility.

 

 If the communication failure continues, try the following:

Step Action
1 Confirm that the computer can access the internet.
2 Check to see whether the computer is wired into the router. If so, it is not communicating with a wireless connection.
3 See other related firewall topics found in the Table of Contents article, or see processes and then contact your firewall manufacturer for information on how to add exceptions.

 

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Preliminary troubleshooting steps

Step 1: Print the network settings page (X7675 example) NOTE: Procedure will differ by AIO model; however, the printer menu location is similar. 

Step 2: Identify the "Trouble code" at the bottom of your printed network settings page. Click here for an article that describes these trouble codes.

Step 3:  The last resort is to follow Steps located below for a or Wi-Fi indicator light.

 

Quick causes and suggestions 

Cause Quick fix
The printer is trying to connect wirelessly. Wait while your printer negotiates security parameters (key or passphrase) with your router.
  • A changed security setting (SSID,Encryption, Passphrase) on your router
  • You received a replacement printer.
  • You received a new model printer.
  • You performed a full reset* of the router.
     

*It is important to differentiate two different types of reset. See above.

Click here for information on how to rejoin your network.

"Connection Failure or Failed" message during first-time setup.

  • Quality of signal
  • Improper selection of network name (SSID)
  • Improper security parameters (key or passphrase)
  • Poor USB cable connection
  • Too much time elapsed for Wi-Fi Protected Setup (WPS) to work properly.
Perform preliminary troubleshooting steps below.
"Communication Not Available" message when attempting to print or scan.

Perform preliminary troubleshooting steps below  

 

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The printer communicating on a network; however, the printer is not responsive.

Possible causes

  1. Your printer is associated with a network, router, or access point, but it is not your network.
  2. A software process is blocked by a system security firewall preventing network communication.
  3. You are logged into Virtual Private Network (VPN).
  4. You are connected to a network but have decided to switch to a USB connection.


Check or perform the following steps:

Step Action
1

Print the network settings page, identify the printer IP address and network gateway address.

2

An Operating System issue is preventing communication. Click here for more information.

3

Can you access the printer's web page?

4 Can you ping the printer's IP address and network gateway address?
5

A  firewall issue is preventing communication.

Action! See "Firewall topics" under the Installation and Networking Troubleshooting Table of Contents. Also see processes.

6

Your printer was powered off or unplugged for an extended period of time. As a result, the printer received a new IP address.

Actions!

  • Wait for a moment to allow the printer software to resolve the new IP address and generate a new IP printer port.
  • Restart the PC.
  • For an article describing how to recreate a new port and using the network configuration utility, click on the links below for your operating system:


For Microsoft Windows XPclick here.
For Microsoft Windows Vista, Windows 7, and Windows 8click here.

NOTE: Macintosh users may need to rerun the Wireless Setup Assistant

ALTERNATIVE! Consult with your router manufacturer to learn how to reserve the printer's IP address in the router's DHCP reservation's list.

  • The printer is connected to a network, but you would like to print via USB connection.
  • Change to the USB print object if available, or make sure that you have changed to the correct USB00# Virtual USB printer port. Click here for more information.

 

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Possible causes

  1. Printer not in Ready state.
  2. No wireless connection.
  3. Printer is connected with an Ethernet cable. (True for certain models)
  4. No network capability.
  5. No power.


Recommend Actions

Scenario Action
The printer is still initializing. Wait until the printer completely comes to a Ready state.
The printer power is off. Turn the printer on.
The printer is in power save mode. Press the power button to awaken the printer.
There is a hardware failure on the printer. Contact Lexmark Technical Support.
The internal network adapter is not being recognized or has become internally disconnected inside the printer. Reset the printer's network settings under the printer's "Network Settings" menu option and then reconfigure the printer. Or, contact Lexmark Technical Support.

NOTE: Z1400 Exception – Click here for a Z1400 anomaly.

 

Ethernet port/cable-equipped models only: Communication Decision Table


Perform the following recommended action(s):

  1. Check the 'Status' value on the network settings page and reference the following table. 
  2. Click here for an example on how to print a network settings page. NOTE: This procedure differs slightly by printer or AIO model.
     

Networking Settings Page 'Status' Decision Table

If... Then... I can ping the printer's IP address I cannot ping the printer's IP address
Connected Ping the printer's IP address. Hint! See network settings page for this value.

Check for possible operating system, driver, or port issues. Click here for a related article.

See if  your printer has an IP address of 169.254.x.y.

AutoIP address? Please contact your router manufacturer or internet service provider (ISP), or consult with their technical support references to verify that dynamic host configuration protocol (DHCP) is activated on your network.
Not Connected Ping the printer's IP address, but first take the following actions:
  • Reconnect the ethernet cable to the router and printer network port, or
  • Try a different network cable, or
  • Hook up and test a different network-ready device, or
  • Connect the cable to a different port on the router.
Check for possible operating system, driver, or port issues. Click here for related article

No, I still cannot ping the printer's IP address; the printer still shows "Not Connected", and I know the computer is communicating over the network.

Try the following:

  • Verify that the ethernet cable is not plugged into the phone jack.
  • Reference the "router manufacturer's" User's Guide or other technical support offerings.
  • Contact your Internet Service provider (ISP) for additional assistance.
  • Contact Lexmark Technical Support.

 

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Possible causes

  1. New printer.
  2. Replacement printer.
  3. You performed a reset of the printer's network settings. This reset returns all values back to original factory defaults.
  4. Printer is not communicating wirelessly.


Decision table and recommended steps

If... Then...
You have received a replacement printer or you have reset the printer's network settings back to original factory defaults...

Click here for an article that describes how to reconfigure the printer in a Microsoft Windows environment.

Click here for an article that describes how to reconfigure the printer in a Macintosh environment. 

The printer is brand new and has never been configured...

Install software or run Wireless Setup Utility if switching from a USB connection to a wireless connection.

Note: This is found under Lexmark Printer Home for current printers and is called Wireless Setup Assistant on a Macintosh computer. 

The printer is actively being configured... Wait for configuration or setup to complete.
The printer is connected via USB; however, you would like to start to print and scan over a wireless network...

Run the Wireless Setup Utility to re-join the network.

Note: This is found under Lexmark Printer Home for current printers and is called Wireless Setup Assistant on a Macintosh computer. 

You are trying to operate the printer in Ad hoc mode...
  • Consult with your operating system manufacturer for guidance on creating an Ad hoc network.
  • Reference your printer's User Guide, or
  • Click here for an example Ad hoc setup article.
You are unsure why the light is orange... Visit Connection Scenarios: Wi-Fi Light behavior below.
You want to print via USB, but receive a communication failure... See article which talks about operating system checks.

 

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Blinking green –
The printer will flash green during a firmware or  code update. Do not power off the printer.

 

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"Connection Failed"
 

The computer and other devices are able to communicate on the wireless network; however, you cannot setup or install the printer.

IMPORTANT! A computer connected via an Ethernet wired connection is different from a computer communicating over a wireless network. Hence, you must verify what other wireless devices are communicating with your router; e.g., any 802.11 g/b/n-equipped laptop, e-reader, smartphone, television, or other device.

Before you begin

If you receive this error at the time of initial setup and you are configuring the printer with a USB cable and the Lexmark Wireless Setup Utility, you will not be able to proceed until you know your router's configured security parameters.

      • SSID – NETWORK NAME
      • ENCRYPTION (NONE, WEP, WPA or WPA2)
      • User-assigned KEY or PASSPHRASE


See the checklist below for more information. You will obtain these values from your router. NOTE: Lexmark is not responsible for supplying these values.

Router Configuration Setting Checklist

Possible "Connection Failure" causes Possible actions

Incorrect SSID (Network Name) selected

Note: You or someone that configured your network should know this name. Otherwise, a default service set identifier (SSID) or network name was provided by the router manufacturer. 

During software installation, an incorrect network name or a duplicate name (SSID) was selected.

Try selecting the correct network name, or select a different duplicate network name.

Hint! You may want to consider the Wireless Setup Utility's displayed signal strength in your determination.

Warning! The strongest signal is not always your network(name). Be careful when selecting your network name, especially in congested areas.

Incorrect Security Type (Manual entry cases only)

Make sure you know if you are using WEP, WPA, or WPA2. See router's configuration web page or software configuration utility.

2007 Printer/All-In-One note: Only if using an older printer should you have to be concerned about TKIP vs. AES. It is suggested that the router/WSU setting (TKIP + AES) not be selected. Choose AES if using WPA2 and use TKIP is using WPA.

Incorrect entry of security key or passphrase

Re-enter the proper passphrase.

Note: Remember that entry of passphrases are sensitive to:

  • Capitalization
  • Symbols
  • Spaces
  • Special characters, and
  • The number and types of characters.
     

For example: Test_1(space)2009@home

Verify passphrase character length per security encryption type via router:

Hints! Watch out for extra spaces. You may be one character under, or one character over, the acceptable limit. 

Check your router configuration software or web configuration page for exact passphrase value.

  • WEP - Exactly 5 or 13 keyboard characters, or exactly 10 to 26 hexadecimal digits using a combination of  A-F and 0-9. Hint! 13 characters yields 26 hex digits. 
  • WPA or WPA28 to 63 characters
     

Warning! If you cannot resolve the correct key or passphrase, you will have to perform a complete restore/reset of the router's factory defaults, and you may have to reconfigure more than one wireless device on your network. 

Other Router/Access Point Considerations Note: For the following, you may have to contact or reference your router manufacturer's different support options.
DHCP (off) Turn on the DHCP router setting. DHCP(off) will prevent the printer from obtaining an IP address.

Media Access Control (MAC) address filtering (on)

Note: Router naming convention for this feature varies.

This additional security measure on the router will have to include the printer's MAC/UAA 12-digit address be set to NOT BLOCKED.
Router running on the 5 GHz band Make sure the router is using the 2.4 GHz band.
Other considerations Action(s)
Firewall blocking communication Firewalls or security software applications often create the majority of communication issues. They come in many forms:
  • Third party software firewall or security applications
  • BIOS or system firewalls
  • Router firewalls
  • Operating system firewalls
     

Create exceptions, or select Allow always if prompted with a balloon pop-up window that references some form of a (Lx...exe) process, or

Click here for firewall, processes, and port information which may help resolve this communication problem. 

Contact your firewall manufacturer if you are unsure how to manage your firewall's allow/exceptions list.

Virtual Private Networks (VPN) ("Connection failed" or "Communication Failure" may result) Disconnect from your VPN when configuring the printer. Consider VPN split tunneling options with your workplace network administration or IT departments.
Distance and interference
  • Reposition printer closer to the router, or
  • Readjust router or printer antennas (if equipped with antennas).

Remedy steps

Step Action
1 Turn off ALL security software applications and firewalls and run the wireless setup utility again. You can find the WSU under Lexmark Printer Home or in your Lexmark program group items.
2 Click here to access additional "firewall" and "Connection Failed" related topics.
3 Make sure the processes required by the printer to communicate are located in your firewall's exception list.
4 Also, locate the following processes and select "grant full access", or "grant always".

NOTE: Click here for more information on processes and executables utilized by the Inkjet Products. The <prefix> differs by printer model. For example, a Lexmark Pro205 will have a prefix of <eb>, so the name for the communications process will appear as Lxebcoms.exe.

IMPORTANT! Any blocked process will prevent communication to the printer. Contact your firewall manufacturer's technical support resources if you are unsure how to create exceptions or grant access to these processes.

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Communication Failure 
 

The more common reasons for this error all result in a loss of printer communication. 

  • Your computer is also not communicating over your network.
  • You received a new printer. See solid orange recommendations.
  • You purchased a new or different wireless router.
  • You performed a full reset of the router because you forgot the security key/passphrase.
  • You performed a full reset of the router because you forgot the password to the router's web interface.
  • You moved the printer to a new or different network.
  • Firewalls. See above topics under Connection Failed.
  • You intentionally changed your router's SSID or security parameters (Network Name – SSID; Encryption-security type; key or passphrase).
     

If any of the above statements are true, then run the Wireless Setup Utility to re-join the network. NOTE: This is found under Lexmark Printer Home for current printers.  

 

Biggest culprits include:

  • Obstructions such as any object that absorbs, reflects, refracts, diffuses, blocks or scatters radio waves
  • Distance; e.g., average range is ~70-150 feet or ~21-48 meters. 
  • RF Interference; e.g., any wireless device running in the 2.4GHz wavelength frequency spectrum
  • Antenna placement: recommendation: horizontal antenna placement for printers above and below router, or vertical/angled antenna if printer sits on the same plane as the router
  • Printer placement; e.g., closet
  • Proprietary speed boost modes on routers; see router manufacturer for 802.11b/g/n mixed mode compliancy
  • Router's radio switched to 5GHz band; Lexmark printers currently only accept the 2.4GHz band.
     

 

Alternate Actions

Step Action
1 See Steps listed above for a "connection failed" error, or look for a network related communication problem. See other "Communication not Available" topics in the Installation and Networking Troubleshooting Table of Contents.
2 Continue to investigate the Trouble code or possible reasons for sacrificed wireless signal strength.
3 See Router/Network Configuration Setting Checklist above for additional reference.

"Test and Actions" Decision Table

If...

Then...

Yes, you can ping the printer's TCP/IP address...
  • Perform operating system checks to see other possible solutions.
  • Try to recreate the printer port. Click here for Microsoft Windows instructions. See Related Information for possible additional topics that pertain to port selection. 
  • See Table of Contents for firewall.
     
Duplicate IP address This condition is rare; however, if you are still able to ping the IP address with the printer powered off, then another device on your network has an identical IP address. 
No, you cannot ping the IP address... Possibilities may include the following:
  • The printer is on a different network from the computer.
    Action! See "No, you cannot ping the printer's network gateway address" below.
  • MAC filtering or other router setting is preventing success.
    Action! Consult with router manufacturer.
  • Interference or over saturation of wireless signals on a wireless local area network.
    Actions! 
    • Adjust the router's access point radio channel; e.g., 1 instead of 6.
    • Look into bandwidth throttling, or other settings available to maximize signal. Important! Remember that certain router speed boost proprietary modes may not be compatible with the printer's wireless adapter.
    • Consult with router manufacturer.
    • Relocate printer, router, or other obstructions, which may be a source of interference or signal loss.
  • Timeout condition due to marginally acceptable wireless signal.
    Action! Relocate printer or adjust antenna position(s) on router or printer, if available. 
  • Click here for an article which describes other communication failures despite a green Wi-Fi indicator light.
No, you cannot ping the printer's network gateway address...

Ask these questions:

  • Is the computer connected to the router with a wired connection?
  • Is the computer connected to the router with using a wirelessconnection?
  • If wired, does any other wireless device communicate with the router? Action: If no, your printer may be connected to a different network. Try to run the Wireless Setup Utility.
    Note: This is found under Lexmark Printer Home for 2009 products and is called Wireless Setup Assistant on a Macintosh computer.
  • Is the printer's IP gateway address the same as the router's IP address? It should be the same in most situations.  
  • Explanation example: A printer's gateway address of 192.168.0.1 should be equal to the same gateway address found under the computer's ipconfig test. Moreover, this same address provides access to the router's web page. 
  • Think of it this way, printer IP gateway address = computer IP gateway address = router IP address.

 

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Connection Scenarios: Wi-Fi Indicator Light Behavior for Three Color LED Models


NOTE: The connection scenarios depicted in this chart refer to a high-end All-In-One (AIO). However, the chart can be referenced for most wireless printers and AIOs. Minor behavior exceptions apply to older devices. 

How to read this table

All communication scenarios below start with the printer turned off . However, it is important to understand that the Wi-Fi indicator light can go either direction.

EXCEPTION: Solid orange will always initially appear in first-time setup situations. 

First column – Look down the first column and identify one of the nine different setup or connection conditions that most resembles your situation. 

Individual rows – Each condition will see different changes in the Wi-Fi Indicator light color.   

Connection or Wireless Communication Scenario
Wi-Fi Indicator Light and Blink Change
Direction
1. First time initial Wireless Setup (Orange until it connects to the access point)

Printer Off (Post)

Start setup. Connect USB Configuration cable or Initiate WPS (PBC or PIN Methods). Linking

Connected.

Optional: See Solid Green above is still unable to print.

2. Normal wireless connection

This example: Out of range/network down > connected > router/network dropped again > connection once again.

Initial drop off the network Connected Network dropped again

Re-connected.

Optional: See Solid Green above is still unable to print.

3. Initial Ethernet setup (Ethernet models only) Start setup. Ethernet Cable Connection...

4. The following behavior may relate the following scenarios:

  • Installing printer on new network
  • New router
  • Replacement router
  • Reset router
  • New security settings on router

Explanation: Configured printer settings are no longer valid.

Connect USB Configuration cable and run Wireless Setup Utility/Assistant, or re-initiate Wi-Fi Protected Setup. Connected Optional: See Solid Green above is still unable to print.
5. USB connected

This example: The printer or AIO has never been connected to a wireless network.

The light stays orange in a connected or disconnected state.
6. Stand-alone operation with printer or AIO never configured  

7. Ad hoc operation (Computer to printer connection without computer on network)

Note: Performance will be sacrificed.

Awaiting Connection Connected Ad-hoc disconnected

Re-connected

Optional: See Solid Green above is still unable to print.

8. USB Interruption and concurrent USB and wireless network connection

 

Brief Interruption

Connected Concurrent (simultaneous) Network and USB cable connection

Attention! Loss of network connectivity when USB cable is disconnected:

Action: See Blinking Orange or run the  Wireless Setup Utility to re-establish your wireless connection.

Macintosh users, click here.

Note: This is found under Lexmark Printer Home for 2009 products and is called Wireless Setup Assistant on a Macintosh computer.

Alternative: Wi-Fi protected setup (WPS) users can re-join the network using PBC or PIN methods. This can be initiated through the WSU, the router's configuration utilities, or the printer's "Wireless Settings" Menu.

9. Complete USB switch-over

This example: You are connected to a wireless network but you decide to operate only with a USB connection.

USB operation Computer turned off. Router turned off or unplugged. Alternative: Original solid orange is obtained only by resetting your printer's network settings.

 

Table Key 

AP – In most cases, the access point (AP) refers to the wireless (radio) portion of your router. 

 – Lost AP-to-printer radio communication due to router security settings, interference, distance, or placement

Post – This light-off condition refers to the printer or All-In-one (AIO) going to a Ready state. Therefore, the printer's wireless adapter is not yet Ready

Configured/Connected – Proper network and security type was selected and proper security encryption key or password was properly entered to allow the printer to join the network.

Network dropped – Lost signal or communication with wireless router or access point (AP)

Ad-hoc – Refers to a wireless environment in which there is no AP. This would also be called a direct wireless computer-to-printer connection.

 

Remember, in order to successfully connect:

  • Proper network name (SSID)
  • Proper security type (WEP, WPA [TKIP]), or WPA2 (TKIP or AES)), and
  • Proper security key or passphrase must all be accurately selected or entered via the Wireless Setup Utility (WSU).
     

NOTE: The WSU equivalent in Macintosh environments is called the Wireless Setup Assistant (WSA). This Macintosh assistant can run from the installation CD.

 

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 Wi-Fi protected setup suggestions


If experiencing problems connecting or joining the network, try the following:

Step Action
1

After the router resets, press and hold down the WPS button on the router again.

Important! Hold down the button for at least five to ten seconds, or as instructed by the router's User's Guide or quick setup guide.

2

Allow no more than 50 seconds to reach the printer and then press Connect or OK.

Why? Two minutes are allowed; however, this is the total time for all required configuration tasks to take place.

3 Try initiating the WPS (PBC) method from the printer's Network Setup > Wireless Networking > Wi-Fi Protected Setup menu instead of the router or printer software.
4 Try the WPS personal identification number (PIN) method if the push button control is not working.
5 Make sure that Auto Detect is enabled. This setting, present on certain models, is found under  Network Setup > Wireless Networking > Wi-Fi Protected Setup.
6

Connect the USB cable and run the Wireless Setup Utility.

Note: This is found under Lexmark Printer Home for printers introduced in 2009. You will need the name of your network name (SSID) and security parameters.

Hint! Reference the router's configuration web page to determine the security  type (WEP,WPA(TKIP), WPA2(TKIP & AES)), and affiliated key or passphrase.

7 Check all 'Firewall' and 'Troubleshooting' topics found under the Installation and Networking Troubleshooting Table of Contents.

 

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Related Information 
 

Click here for the 2008 Product Troubleshooting Table of Contents.

Click here to download the Networking and Wireless Glossary.

 

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Still Need Help? 


If you need additional assistance, please contact Lexmark Technical Support. NOTE: When calling for support, you will be asked for your printer model type and serial number (SN).

Please call from near the printer and computer in case the technician on the phone asks you to perform a task involving one of these devices.  

 



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