Troubleshooting printing, scanning and wireless network connection problems

RELATES TO:

  • Wireless networking.
  • You cannot install your printer or All-In-One on a wireless network.
  • You cannot print or scan over a wireless network.
  • Epson printers and All-In-Ones with integrated Wi-Fi connectivity.
  • These operating systems:
    Mac OS 10.3.9, 10.4.x, 10.5.x
    Windows 2000, XP, XP x64, Vista, Vista x64.

EXPLANATION:

This article explains how to troubleshoot the following problems that you may experience when setting up the printer or All-In-One over a wireless LAN:

  • You cannot install from the CD-ROM.
  • The computer or network cannot detect the printer or All-In-One.
  • You cannot print or scan over the network.

In order to troubleshoot the issue you will need to confirm the connection, firewall settings, and any errors that may have occurred.


SOLUTION:

  1. Initial Checks

    Check that:

    • The printer is powered on.
    • The access point (or wireless router) is powered on.
    • Your computer can wirelessly connect to the network - if not, it cannot send jobs to the printer. In this case, cancel the print job and restart the computer. Wait until the computer has connected to the wireless network before attempting to print or scan again.

    If the issue is still present, proceed with the next series of steps.


  2. Check the connection between the printer and network



    Check if there is a problem with the connection setup by using the methods below.

    • Check the status and settings on the printer control panel:

      • Printers without an LCD panel:



        The network communication status is indicated via LEDs on printers that do not have an LCD panel.


        LED lights and buttons


        a: Network status light (orange)
        b: Network status light (green)


        Indication (Wireless) Status Correction Step
        (orange) (green)

        Flashing alternately
        Warming up Wait for the product to finish warming up, then check the status again
        (orange) (green) Disconnected Print a network status sheet and confirm if the settings are correct. Complete the checks, and correctly configure any incorrect settings.
        (orange) (green) Connected Connection is OK. Move to step 4.
        (orange) (green) Connecting to network Wait for the printer to finish the connection attempt, then check the status again.
        (orange) (green)

        Flashing alternately

        PIN: Flashing at the same time
        Wireless auto setup in progress Wait for the auto setup to complete, then check the status again
        (orange) (green) *1 Wireless auto setup completed Attempt to print from a computer
        (orange) (green) Wireless auto setup error Print a network status sheet and confirm if the settings are correct. Refer to table 'Network Buttons' for assistance, and then correctly configure any incorrect settings
        (orange) (green) *1 Wireless auto setup error
        (No IP address set)
        Print a network status sheet and confirm if the settings are correct. Refer to table 'Network Buttons' for assistance, and then correctly configure any incorrect settings.


        = off
        = on
        = flashing
        *1: The Network status light (orange) turns off after five minutes.


        Network Buttons
        Wi-Fi Press and hold for three seconds to make easy wireless LAN settings.
        Press to release an easy wireless LAN setting error.
        Press and hold for about 10 seconds to initialize network settings.
        Press to print a network status sheet.
        Wi-Fi + While holding down the Wi-Fi button, press and hold the button for about three seconds to make easy wireless LAN settings in WPS PIN mode.


        We recommend printing a network status sheet and confirming the settings. Click here for help on printing a status sheet.


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      • Printers with an LCD panel:



        When the printer is connected to a network, this icon appears in the upper-right corner of the LCD screen:



        The icons in the following table indicate the network status. Confirm the icon that appears, and refer to the applicable 'Correction Method' in the table below. Then proceed to the next step.


        Icon Status Correction Method
        Wired LAN Error/Searching (Set the printer up on the wireless LAN)
        Connected to a Wired LAN (Set the printer up on the wireless LAN)
        Wireless LAN Error/Searching Print a network status sheet and confirm if the settings are correct. Correctly configure any incorrect settings.
        Connecting to network Wait for the printer to finish the connection attempt, then check the status again.
        Wireless auto setup in progress Wait for the auto setup to complete, then check the status again.
        Wireless auto setup completed Attempt to print from a computer
        No icon Disconnected Print a network status sheet and confirm if the settings are correct. Complete the checks, and correctly configure any incorrect settings


        We recommend printing a network status sheet and confirming the settings. Click here for help on printing a status sheet.


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    • Print and review a network status sheet:

      A status sheet shows the quality of the connection between the printer and network.

      • Printers without an LCD panel:

        Ensure paper is loaded into the printer. Press the status sheet print button. (Do not hold the button down.)


      • Printers with an LCD panel:

        If necessary, press the Home button on the printer control panel to return to the Home menu, then select Setup.
        Select Network Settings. Select Confirm Network Settings, and then press the Start button to print a network status sheet.


        The illustration below is an example of a network status sheet:


        Confirm each item in the table below, and refer to the applicable 'Correction Method'. Then proceed to the next step.


        Wireless Mode Link Status Signal Condition Status Correction Method
        ON Connect Excellent Connection OK Go to step 4
        ON Connect No good Connection OK
        Weak Signal Status ("No Good")
        Move printer nearer to access point, then check the status again. If still "No Good", go to step 3
        ON (Searching) No good Connection No Good Confirm if the settings on the network status sheet are correct (e.g. Communication Mode, SSID, Security Level, AP Authentication Method).

        Correctly configure any incorrect settings, then check the status again. If still "No Good", go to step 3
        OFF (Searching) No good Connection No Good Ensure Wireless LAN is enabled (Setup mode > Network Settings > Wireless LAN Setup (Enable).

        Confirm if the settings on the network status sheet are correct (e.g. Communication Mode, SSID, Security Level, AP Authentication Method).

        Correctly configure any incorrect settings. If still "No Good", go to step 3


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  3. Troubleshooting printing and connection problems



    Problem: When using a Wireless LAN a connection to the wireless router / access point cannot be made, or the wireless router is not seen on the network.

    1. Check if the access point is ready for connection: check if the other devices can communicate with the wireless router/access point.

    2. Check if the access point is too far from the printer or blocked by an obstruction: move the access point closer to the printer or clear the obstruction.

    3. Check if the access point is near a device that could cause interference. Also check if the printer is near a device that could cause interference. Avoid placing either product near devices such as a microwave oven, 2.4GHz cordless phone, or a large metal object such as a filing cabinet.

    4. Check if the access point has any limitation for network access: check if MAC address filtering is enabled on the access point. If access restrictions are set, register the printer's MAC address on the wireless router or access point. Print a network status sheet or refer to the sticker on the back of the printer to find out its MAC address. Then refer to your router or access point's documentation for instructions.

    5. Check if the access point is set to hide the network SSID: You will need to know the SSID of the network you connect to and manually enter this into your printer's setup software.

    6. Check if the wireless security encryption key is correct: Re-enter the security encryption key (WEP key or WPA passphrase), remembering that it may be case sensitive.

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  4. The problem is still present - Use the PING command to test the connection between the printer and computer



  5. Printer Network Settings problem: In the case of a printer network settings problem, follow the steps below.



    Step 1: Check if the IP address is correct.

      An IP address should be considered as having two parts. With this IP address example (192.168.0.148), the first part is "192.168.0" and the second part is the ".148".


      Communication between two or more devices is possible, when the first part is the same but the second part is different. Numbers from 2 to 254 can be used with the second part. The value that corresponds with the first part (e.g. "192.168.0") varies depending on the access point. If not known, this is usually stated on the access point itself, or in the access point's manual/documentation.


      Check points:


    Step 2: Check the security level and encryption key.

      Check points:

      • What is the security level for the wireless network (e.g. WEP 64-bit, WEP 128-bit, WPA-PSK TKIP/AES).
      • Is the encryption key wrong? If the wrong encryption key has been entered during setup, you should re-enter it.

        • For printers with an LCD screen (with the Setup > Network Settings menu), you can input the encryption key using the printer's control panel.

        • For printers without an LCD screen (or without the Network Settings menu), you can input the encryption key via EpsonNet Config. (Double-click on the printer in the EpsonNet Config list, then click Network, and then Basic (Wireless). Select the appropriate SSID from the drop-down menu and enter the encryption key. Click Send to send the settings to the printer.)

      • After checking the settings, test the connection again using the PING command.

    Step 3: Check if the SSID (network name) matches the SSID of the network you connect to.

      Windows:

      • Right-click on the wireless network connected icon in the taskbar and select 'View Wireless Networks'.

      • If more than one wireless network is available, ensure that you know which is the correct one to choose.

      • You can also check the wireless network table to see if the SSID is security protected (encyption key required for connection).

      Mac OS X & Windows:

      • Once the SSID has been checked, check the printer's network settings to see if the SSID is entered correctly.

        • For printers with an LCD screen, you can input the SSID using the printer's control panel. (Printers with the Setup > Network Settings menu.)

        • For printers without an LCD screen (or no Network Settings menu), input the SSID via the Epson EasyNetwork Installer, or select a broadcast SSID via EpsonNet Config. (Double-click on the printer in the EpsonNet Config list, then click Network, and then Security Level. Select the appropriate Security Level from the drop-down menu and enter the encryption key. Click Send to send the settings to the printer.)

      • After checking the setting, test the connection again using the PING command.

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  6. Computer setting problem: In the case of a computer settings problem, follow the steps below.



    • Mac OS X - If you are unable to print:

      If you are unable to print, ensure that you have added the printer to the printer list. The printer should be added using the EPSON TCP/IP protocol. Click here for an instruction on adding the printer. Return to this article if you continue to experience printing or scanning issues.


    • Mac OS X and Windows: Check the Firewall Settings using the links below:

      Tip:

      If the printer is not found during the installation process or you have blocked Epson programs during installation, we recommend you add Epson programs to the firewall exception or 'allowed' list.



    Mac OS X only:
    If you continue to experience problems, we recommend following the network-related guidance in one of the following troubleshooting articles (choose the article appropriate for your OS version):


      10.5.x: Troubleshooting printer installation and communication issues in Mac OS X Leopard (v. 10.5)

      10.4.x: Troubleshooting printer installation and communication issues in Mac OS X Tiger (v. 10.4)

      10.3.9: Troubleshooting printer installation and communication issues in Mac OS X v. 10.1 - 10.3


      Notes Icon Note:

      The drivers on the CD-ROM are suitable for 10.3.9, 10.4.x, and 10.5.x.

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