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user_g63d8p
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Monday, February 5th, 2024 5:18 PM

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Unable to Airprint: problem appeared recently with no change in equipment

We bought a iMac and Canon 6820a printer last March.  Everything work seamlessly as a wireless network with printer, computer, iPhones, and iPads. In January, 2024, prints began taking up to 45 minutes to start from the iMac and phones could not find the printer at all.  The Geek Squad spent a few hours checking it our and were able to get the iMac printing by assigning a static IP address to the printer.  Phones, however, could not find the printer. The Geek suggested replacing the XB7 router. I exchanged it at the the local Xfinity store and all worked well (including AirPrint) the rest of the day.  The next day, phones could not find the printer.  I can only assume that this "new" router had a firmware update overnight putting back in the problem that had appeared earlier in January. The phones and iMac are connected on 5GHz and the printer is on 2.4GHz but it's all the same network and the router should be able to handle that.  I am not very tech savvy but have read most of the posts on similar problems. How can I get how to get AirPrint working again? Do I need to simply purchase my own router and return this one to Xfinity? (The router no longer shows the separate frequency bands and the iPhones, thus, don't offer a choice of frequency.)

Question

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Updated 

1 year ago

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user_g63d8p

4 Messages

1 year ago

Was there some firmware update of the routers in January?  If so, can I roll it back? 

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XfinityPaula

Official Employee

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1.4K Messages

1 year ago

@user_g63d8p Hello there! Thanks for reaching out to us for help with the trouble you are having with the devices and the printer connecting. I'm sorry that you have been troubshooting these connection issues for so long. I would love to help out in any way I can.

Firmware updates can take place at any time and are usually pushed overnight, however I am not showing any known issues with the XB7 on any firmware. Are any other devices having an issue with connecting to the home network? Is the printers firmware up to date? For managing the broadcasted networks you can access those settings within the Xfinity app under advanced settings.

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user_g63d8p

4 Messages

The problems is not connecting to the network.  The problem is that the other devices cannot find the printer when they are all on the same network.  The iMac would take up to 45 minutes to find the printer but the iPhones don' have that much patience.  Everything worked fine until we went on vacation for a couple weeks in January.  When we returned the printer problem was there.  Replacing the router fixed all the problems until it sat overnight. Then, the problem returned.  That's what made me think it had something to do with firmware updating.  All phones, the iMac, and the printer are using the latest available.  All have been shut down a restarted numerous times. We got the iMac-printer connection to work by assigning a static address but that did nothing for the phones' airprint ability.  The Geek Squad, who supports my computer and printer, couldn't get it to work remotely or on site.  Do I need someone from Xfinity tech support to come out?

1 year ago

0

XfinityThomasB

Official Employee

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1.9K Messages

user_g63d8p it is extremely strange that they are not interfacing once on the same network. I would like to take a look at a few things from the device level diagnostics.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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

1 year ago

0

jattardi

3 Messages

1 year ago

This is happening to me as well. I turned on zero config, turned off advanced security, as some fixes had suggested, but none of my Mac computers see the printer on Bonjour, which means I can't use it for scanning over the network.

4

XfinityEricB

Official Employee

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2.1K Messages

 

jattardi Thanks for reaching out with your printing concern. Is Bonjour a third party app you use to connect devices to the printer, or the brand of the printer?

 

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

1 year ago

0

jattardi

3 Messages

Why was this accepted as a solution? The problem is not solved.

Bonjour is the protocol Apple uses for its AirPrint printing system.

1 year ago

jattardi

3 Messages

My printer and scanner worked fine for months. Then a few weeks ago they suddenly were no longer discoverable by any of our computers or phones. Guessing a firmware update or something to the gateway introduced the issue, nothing changed on the printer side.

The printer has an IP address and its web interface is reachable, but it can't be discovered by the OS as a printer.

1 year ago

0

XfinityShawn

Official Employee

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1.4K Messages

@jattardi We can check some things on our end if you want. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

1 year ago

0

shimagnolo

Contributor

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53 Messages

1 year ago

Bonjour is an Apple protocol: https://en.wikipedia.org/wiki/Bonjour_(software)

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glenallen5026

Visitor

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1 Message

1 year ago

I have the same situation as others - sometime in early January all my Apple OS products stopped being able to print from my network printer. (iPhone, iPad, MacBook)... similar frustrations trying to reset every network device. When xfinity gateway turned off, products can discover airprint from wifi access point routers. This is getting really old!

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user_j71met

1 Message

1 year ago

I have this issue as well, started approximately six to eight weeks ago. Windows based computers. Laptops can see my Wi-Fi network, printer, and communicate with it, without issue. None of my Apple products can see my printer.

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XfinityGabby

Official Employee

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1.5K Messages

Hello, @user_j71met. We appreciate you reaching our team on Forums regarding your printer issues. Have you attempted reaching out to Apple to check if there are any known issues? Sounds like it might be isolated to the Apple devices since everything else is able to connect to your home network.

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

1 year ago

0

user_u1aaq0

Contributor

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23 Messages

1 year ago

Try installing the printer drivers, for your printers on your Apple devices. I have an iPhone 12 Pro Max and have had the drivers for my Canon PIXMA MX922 on it, for three years. Works just fine.

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user_g63d8p

4 Messages

All the info I find on the internet is about choosing your Airprint printer.  I can find nothing about installing print drivers on the iphone. Do I just run through the regular Canon printer install but do it from my iphone? I assume it will install the same software that is on my iMac and I can use the same static address for the printer as I use on the iMac so it doesn't spend multiple minutes searching for a printer?

1 year ago

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user_u1aaq0

Contributor

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23 Messages

I did a search for a Canon 6820a and found it listed on CanonUSA website as a PIXMA iX6820. The iPhone drivers are on the app store. Search for Canon PRINT.

1 year ago

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Lkpolo

Problem Solver

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506 Messages

1 year ago

I've had this happen now and then with my MacBook Pro, iPad, and iPhone and my hp printer. My only solution was to unplug the printer and plug back in, wait a few minutes then try to print. Sometimes, Apple does an update that (in their mind) helps with security but is just annoying to the user. Have you had a message pop up on your iOS device after you choose to print that mentions a security warning? If so, just click continue and you shouldn't have the problem until the next iOS update. If you have any type of a Mac, go to settings, the scroll down to printers and scanners and check those settings. 

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