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michelleclive
michelleclive, Computer Support Specialist
Category: Computer Hardware
Satisfied Customers: 4990
Experience:  Computer Science(Hons)
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I have a new router and have a new SSID and need to set up

Customer Question

I have a new router and have a new SSID and need to set up my wifi printers To run with new SSID the printers are laser jet P1103W and officejet 6500 Wireless
Submitted: 7 months ago.
Category: Computer Hardware
Expert:  michelleclive replied 7 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

Expert:  michelleclive replied 7 months ago.

let me know the version of windows you have on the computer

Customer: replied 7 months ago.
Win 10
Expert:  michelleclive replied 7 months ago.

do you know the password ***** your router

Expert:  michelleclive replied 7 months ago.

also let me know that were these printers already installed on the computer prior to the router change

michelleclive, Computer Support Specialist
Satisfied Customers: 4990
Experience: Computer Science(Hons)
michelleclive and 2 other Computer Hardware Specialists are ready to help you
Expert:  michelleclive replied 7 months ago.

I see you have requested an additional service for secure remote assistance. I have accepted your additional service offer and i will be assisting your with the remote assistance to solve the problem you have posted.

click here for secure remote assistance

Click on the remote link and as it opens the page scroll down and click on the green button "I Agree" download and run Secure Remote Assistance
Allow it to install and let it be opened. I will be able to connect then.

Customer: replied 7 months ago.
Curremt Printers HP 1200 Usb working
hp 6500 wifi not working
P1102W Wifi Not working
SSID 102spa Working Fine
Expert:  michelleclive replied 7 months ago.

sure i will help you in setting them up

click here

scroll down and click on the green button "I Agree" download and run Secure Remote Assistance. open the file that gets downloaded by double clicking on it. the name of file would be elsinore screen connect exe
Allow it to install and let it be opened.

Expert:  michelleclive replied 7 months ago.

let me know once done

Customer: replied 7 months ago.
None I've Run it nothing happend
Expert:  michelleclive replied 7 months ago.

are you using internet explorer or firefox or chrome

Expert:  michelleclive replied 7 months ago.

let me call you and help you in getting connected on remote

Expert:  michelleclive replied 7 months ago.

do you have a landline number on which i could call

Expert:  michelleclive replied 7 months ago.

or let me know if you use skype so that i may share the details to call you

Customer: replied 7 months ago.
land line
Expert:  michelleclive replied 7 months ago.

ok

Expert:  michelleclive replied 7 months ago.

michelleclive: hi michelle this side
michelleclive: will get started fixing this for you
michelleclive: Anneff12 is the wifi password
michelleclive: on your hp 6500 press the wifi icon and then go to settings or wireless settings
michelleclive: then select wireless setup
michelleclive: let me know once there
michelleclive: are you there
michelleclive: let me know which printer is right now connected on usb mode with the computer
Guest: im here whwere is the wifi icon
Guest: printers are doenstairs
Guest: 1200
michelleclive: and is this computer a desktop or laptop
Guest: laptop
michelleclive: ok so just for the purpose of setting up the printers can you take the laptop and usb cable downstairs
Guest: currently in my office printers are down stairs
michelleclive: we will connect each printer on usb and setit up for wifi
michelleclive: sure..take your time..let me know once you are near the printers
Guest: Give me time to move the laptop down stairs
Guest: 6500 connected via usb
michelleclive: ok great
michelleclive: i will setit up for wifi
michelleclive: please unplug the usb cable from the 6500
Guest: have dissconnected 6500
michelleclive: great
Guest: now the P1102w
michelleclive: yes let this finish first
michelleclive: will let you know when to connect the other one
michelleclive: please connect the usb to other printer
michelleclive: p1102
michelleclive: let me know once done
Guest: connected to usb
michelleclive: ok
michelleclive: i am reconnected
michelleclive: please give me 2 mins here
michelleclive: chceking the config on my end
Guest: should I dissconnect the usb yet?
michelleclive: not right now
michelleclive: this one seems to be stuck with a job in print queue
michelleclive: will take me some time to get this setup
michelleclive: on your laserjet please select the wifi icon
michelleclive: then select wifi setup
michelleclive: let me know once done
Guest: pressed it
michelleclive: it will show you the router name
michelleclive: select your router and then enter the password
michelleclive: let me know once it shows connected
Guest: where will appear
michelleclive: did you press wifi
Guest: yes
michelleclive: then did you press wireless settings
Guest: nothing has happened
michelleclive: is the wifi light on printer on
Guest: blinking
michelleclive: ok when you press wifi what options you get on the printer
Guest: green solid blue blinks repeatedly
michelleclive: ok got it
michelleclive: can you umplug and replug the usb cable of the p1102 printer
Guest: unpluged
michelleclive: please replug now
michelleclive: Hi
michelleclive: let me just clean up the hp thing and then will do a clean install.
Guest: what printers will be available whn finished
Guest: coz you have appear to have emoved the 6500
michelleclive: there is an internal hp program software corruption due to which i have to remove all hp software drivers and once that is done i will reinstall all your hp printers.
Guest: ok now I understand
Guest: tell me which printer to connect and when via USB
michelleclive: yes i will let you know once its ready to be installed.
Guest: do you need me to dp anything?
michelleclive: let me know which hp printer you want me to install first and on usb or wireless?
Guest: all printers will be wireless
Guest: lets start with the p1102w
michelleclive: ok
Guest: do you want it connected by usb
michelleclive: give me 2 mins i wll be back.
michelleclive: did that print?
Guest: no
michelleclive: to print it has to be set as default printer.
Guest: the printer was connected by usb and it works
Guest: dissed the usb
michelleclive: in total how many printers you use
Guest: 3
Guest: main 1200 second the 1102w and then 6500
Guest: Are you saying that I can nly print from the default printer
michelleclive: no you will have to select the printer while you are printng but the printers has to be install one by one and then you set one priinter as a default printer to print by default.
michelleclive: which one you want to be on the usb please connect that and let me know so that i can install it.
Guest: the prefered printer is the 1200 as it is in the same room as the laptop the 1102w is down stairs with the 6500
Guest: i can set the default printer
michelleclive: 1200 is connected via usb?
Guest: when I take the laptop upstairs and connect the usb it will work
michelleclive: will test 1200 now and then move to the next oen
michelleclive: is the 1200 connected via usb?
Guest: now upstairs 1200 connected#
Guest: The 1200 works
Guest: going down to the other printers
Guest: Im with the other pronters
michelleclive: install this printer on usb and then we can congirure it on the wireless
Guest: acn we get the 1102 working via wifi?
michelleclive: can you connect it using the usb cable
Guest: usb connected to P1102w
Guest: over to you
michelleclive: ok
Guest: you there?
michelleclive: can yu print a selft test from the printer using the printer buttons to get the netwrork address.
Guest: how do i self test?
michelleclive: Press and hold the Cancel button (), and release it when the Ready light () begins blinking.
The Configuration page prints.
michelleclive: follow the steps on the printer.
Guest: iveb pressed the X and power , and wifi and power no print on either
michelleclive: http://support.hp.com/us-en/document/c02007076
michelleclive: Try method 2
michelleclive: on the printer you need to follow the steps
Guest: its win 10 and i cant find the device
michelleclive: you have to follow the steps on the physical printer and not on the computer
Guest: you do it?
michelleclive: you have to follow the steps on the physical printer and not on the computer

Expert:  michelleclive replied 7 months ago.

michelleclive: hi michelle this side
michelleclive: will get started fixing this for you
michelleclive: Anneff12 is the wifi password
michelleclive: on your hp 6500 press the wifi icon and then go to settings or wireless settings
michelleclive: then select wireless setup
michelleclive: let me know once there
michelleclive: are you there
michelleclive: let me know which printer is right now connected on usb mode with the computer
Guest: im here whwere is the wifi icon
Guest: printers are doenstairs
Guest: 1200
michelleclive: and is this computer a desktop or laptop
Guest: laptop
michelleclive: ok so just for the purpose of setting up the printers can you take the laptop and usb cable downstairs
Guest: currently in my office printers are down stairs
michelleclive: we will connect each printer on usb and setit up for wifi
michelleclive: sure..take your time..let me know once you are near the printers
Guest: Give me time to move the laptop down stairs
Guest: 6500 connected via usb
michelleclive: ok great
michelleclive: i will setit up for wifi
michelleclive: please unplug the usb cable from the 6500
Guest: have dissconnected 6500
michelleclive: great
Guest: now the P1102w
michelleclive: yes let this finish first
michelleclive: will let you know when to connect the other one
michelleclive: please connect the usb to other printer
michelleclive: p1102
michelleclive: let me know once done
Guest: connected to usb
michelleclive: ok
michelleclive: i am reconnected
michelleclive: please give me 2 mins here
michelleclive: chceking the config on my end
Guest: should I dissconnect the usb yet?
michelleclive: not right now
michelleclive: this one seems to be stuck with a job in print queue
michelleclive: will take me some time to get this setup
michelleclive: on your laserjet please select the wifi icon
michelleclive: then select wifi setup
michelleclive: let me know once done
Guest: pressed it
michelleclive: it will show you the router name
michelleclive: select your router and then enter the password
michelleclive: let me know once it shows connected
Guest: where will appear
michelleclive: did you press wifi
Guest: yes
michelleclive: then did you press wireless settings
Guest: nothing has happened
michelleclive: is the wifi light on printer on
Guest: blinking
michelleclive: ok when you press wifi what options you get on the printer
Guest: green solid blue blinks repeatedly
michelleclive: ok got it
michelleclive: can you umplug and replug the usb cable of the p1102 printer
Guest: unpluged
michelleclive: please replug now
michelleclive: Hi
michelleclive: let me just clean up the hp thing and then will do a clean install.
Guest: what printers will be available whn finished
Guest: coz you have appear to have emoved the 6500
michelleclive: there is an internal hp program software corruption due to which i have to remove all hp software drivers and once that is done i will reinstall all your hp printers.
Guest: ok now I understand
Guest: tell me which printer to connect and when via USB
michelleclive: yes i will let you know once its ready to be installed.
Guest: do you need me to dp anything?
michelleclive: let me know which hp printer you want me to install first and on usb or wireless?
Guest: all printers will be wireless
Guest: lets start with the p1102w
michelleclive: ok
Guest: do you want it connected by usb
michelleclive: give me 2 mins i wll be back.
michelleclive: did that print?
Guest: no
michelleclive: to print it has to be set as default printer.
Guest: the printer was connected by usb and it works
Guest: dissed the usb
michelleclive: in total how many printers you use
Guest: 3
Guest: main 1200 second the 1102w and then 6500
Guest: Are you saying that I can nly print from the default printer
michelleclive: no you will have to select the printer while you are printng but the printers has to be install one by one and then you set one priinter as a default printer to print by default.
michelleclive: which one you want to be on the usb please connect that and let me know so that i can install it.
Guest: the prefered printer is the 1200 as it is in the same room as the laptop the 1102w is down stairs with the 6500
Guest: i can set the default printer
michelleclive: 1200 is connected via usb?
Guest: when I take the laptop upstairs and connect the usb it will work
michelleclive: will test 1200 now and then move to the next oen
michelleclive: is the 1200 connected via usb?
Guest: now upstairs 1200 connected#
Guest: The 1200 works
Guest: going down to the other printers
Guest: Im with the other pronters
michelleclive: install this printer on usb and then we can congirure it on the wireless
Guest: acn we get the 1102 working via wifi?
michelleclive: can you connect it using the usb cable
Guest: usb connected to P1102w
Guest: over to you
michelleclive: ok
Guest: you there?
michelleclive: can yu print a selft test from the printer using the printer buttons to get the netwrork address.
Guest: how do i self test?
michelleclive: Press and hold the Cancel button (), and release it when the Ready light () begins blinking.
The Configuration page prints.
michelleclive: follow the steps on the printer.
Guest: iveb pressed the X and power , and wifi and power no print on either
michelleclive: http://support.hp.com/us-en/document/c02007076
michelleclive: Try method 2
michelleclive: on the printer you need to follow the steps
Guest: its win 10 and i cant find the device
michelleclive: you have to follow the steps on the physical printer and not on the computer
Guest: you do it?
michelleclive: you have to follow the steps on the physical printer and not on the computer
Guest: ok
michelleclive: did it print the page
Guest: done it
Guest: 192.168.233.1
Guest: printed it twice one usb and on no usb ip address same
michelleclive: Thanks for the ip address
michelleclive: its was ipv4 address correct and not hardware address?
michelleclive: was it ipv4 address or hardware address
Guest: ipv4 ,Mac 9c;ad:97:03:f8:2f
michelleclive: remote session may expire anytime
Guest: the mac address keeps comming up in vakid
michelleclive: can you take a picture of the test page and post it on the desktop screen of this computer.
Guest: dont know how to
michelleclive: how old is the laserjet
Guest: about one year
michelleclive: ok
michelleclive: please follow the below steps on the printer
michelleclive: Turn the printer off, hold down the wireless button and the cancel button (x button) while turning the printer back on and don't release the two buttons until the printer stops making noise.
michelleclive: let me know once done
Guest: reset and printed ststus
michelleclive: does it show an ip adrees
michelleclive: address
Guest: The same
michelleclive: ok
Guest: mac is the sane
michelleclive: ok
Guest: should the usb be connected
michelleclive: hopefully after the reset it should connectyes usb should stay connected
Guest: how shou;d i connect the usb now bor noy
michelleclive: did it print a test page
michelleclive: i just sent one
Guest: the address is the same
michelleclive: i am not working on the address part as of now
Guest: ues it did
michelleclive: just checking that when i send a page from computer does it print it
michelleclive: ok let see why its not working on wifi
michelleclive: will attempt once more
Guest: should i dis the usb
michelleclive: not yet
michelleclive: on your router check do you see a push button that has wps mentioned on it
michelleclive: or has picture of 2 arrows in a circular motion
Guest: Thr router is fine
michelleclive: i know the router is fine
michelleclive: just trying an alternate way to establish connection
michelleclive: do you see a push button that has wps mentione don it
Guest: yes but set up manually
michelleclive: that should not be aproblem
michelleclive: i will check
michelleclive: please wait
michelleclive: ok now press the wps button on router once
michelleclive: then press the wireless button for 2 seconds till light start blinking
michelleclive: then release it
michelleclive: let me know once done
Guest: done iy
Guest: done it
michelleclive: what is the status of wifi light on printer
michelleclive: blinking or staedy or off
Guest: off
Guest: status light on wifi off
michelleclive: ok
Guest: any thing for me to do?
michelleclive: well this seems to be an issue with the printer network settings not getting refreshed
michelleclive: rest your other 2 printers are working fine ..i have tried almost all the possibilities
michelleclive: still if you could give me some more time we could work on the laserjet issue further ,maybe tomorrow if its fine with you
Guest: ok what time Thursday
michelleclive: tell me a suitable time
michelleclive: ?
Guest: I will be Available from 0900 Uk time
Guest: After that any time
michelleclive: that would be absolutely fine..i will message you and you will get notifier
Guest: How do We reestablish comms?
michelleclive: i have your landline number as well so would call you
Guest: ok see you Thursday
michelleclive: thanks so much for your patience
michelleclive: will get in touch
michelleclive: this session will close

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