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DF15
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Thursday, February 15th, 2024 9:06 PM

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Cannot print to my HP Printer with new Xfinity wifi system

I have a HP LaserJet Pro MFP M225-M226 PCL 6.  My system was working well until I installed the XB8 wifi modem and router. I installed all cables according to the instructions and guides.  I no longer have the ability to print from my PC and remotely from my surface Pro.  I have uninstalled and reinstalled the printer on multiple occasions and no progress has been seen. My printer has an IP address which I have entered into the confirguration process and no progress.  I am at the point where I am about to disconnect this XB8 unit and reinstall my old equipment.  At least I did not have to guess at whether it would work. 

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9 months ago

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XfinityGabby

Official Employee

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1.5K Messages

9 months ago

Hello, @DF15. Thanks for reaching our Forums team regarding your printer. Are you experiencing connection issues with any other device or strictly with the printer? We do have our step by step instructions on connecting a wireless printer, have you attempted these steps? 

Connecting a wireless printer to WiFi lets you print from any computer, phone, or tablet that's on your home network.

1. Go to the printer's control panel.
2. Choose the Setup option. It usually has a picture of a wrench.
3. Select the Network menu.
4. Select your WiFi network name (your printer may call this an "SSID").
- Printers often have a Wireless Setup Wizard that walks you through setting up the WiFi connection.
- If you don't see your wireless network, scroll to the bottom of the list and type your network name and password.
- If it doesn't connect, try printing a wireless network test report.

Note: Check your printer's user guide for any special troubleshooting steps, security settings and detailed instructions.

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DF15

New Poster

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6 Messages

Being able to connecting this printer is the hurdle, its not wireless (there is are RJ45 and USB printer ports on back).  I have an ethernet connection on the back and the network will not connect to it.

What options are available to me?

Should I take the XB8 off entirely and reinstall it?

9 months ago

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XfinityGabby

Official Employee

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1.5K Messages

9 months ago

Got it. It sounds like it might be an issue isolated with your printer if everything else is working. Have you attempted to update the firmware on your printer?

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DF15

New Poster

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6 Messages

I have resolved one of the 2 issues. I am able to print directly from my PC to the printer (USB to USB Printer port) (That was a hookup goof on my part).  My main issue is I am not able to print from my Surface Pro 9 through the network.  I uninstalled the printer from my SP9 and reinstalled it.  I have found a firmware update and tried to update the printer through the router but the update wont complete.  I will try it from the PC later.  I am not sure how to address the printer issue after the firmware update.  I had a Netgear router  and Arris modem and I had no problem printing through my SP9 or my PC.  This is becoming more complicated that its worth and I am bordering on reinstalling them knowing they work.

9 months ago

0

XfinityEmilyB

Official Employee

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1.7K Messages

@DF15 These issues can be frustrating so let's get to the bottom of it together. I saw some online forums where several customers found the solution to this issue. Please log into your Xfinity app, click Wi-Fi at the bottom, click Wi-Fi Details, and let me know what the Security Mode is. It seems like your printer requires the Security to set to WPA2, not WPA3.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 months ago

DF15

New Poster

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6 Messages

WPA 3 Personal Transition.

I beleieve I may have the situation resolved (for now). I uninstalled the printer from my SP9.  Went back to setting and did a search on a new device.  Microsoft didnt find the printer.  I went back in and added it manually through the IP address.  Windows ran through the process and found the printer via its ID name NPI4EDC4A.  I performed a Print Test page and that worked. I then went into Microsoft Word and printed a document and that worked correctly.  I then went into Excel and performed a print of a spreadsheet, and it printed correctly. Those were performed on the 18th.  I will check it again later.

9 months ago

0

XfinityLinda

Official Employee

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1.4K Messages

@DF15 We are happy to hear you were able to get your printer back up. We will be here if you would like to check in at a later time with an update. We appreciate you sharing your resolution with our community.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 months ago

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DF15

New Poster

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6 Messages

Just an FYI...I think the thought about the firmware update may have been the possible issue and resolution.  After I got the connection to the printer bacck with my PC, I executed the firmware update and I could see that the printer was accepting the update.  I then did something I am not sure was a good idea or bad idea but I uninstalled all the printer information from my SP9.  I then went back to HPs website and reinstalled the printer again onto my SP9.  So far through Word, Excel, and Outlook the printer has been acting great.  Thanks for the time, guidance and the ideas!

9 months ago

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