Printer not accepting password/key

Pete11 · ‎17-02-2017

A couple of months ago, I upgraded my broadband to the 300mb connection and yes, it does work pretty good, except for my printer (Epson XP-3200). I tried to set this up in the settings and it picked up the SSID straight away, then it asked for the wireless password/key... and then things went haywire. I get a message on the printer saying that my "Password.key is invalid". How can that be?..and more to the point...how do I sort it? The reason is that an update for the printer is waiting to be installede, but won't install until I clear this problem and neither myself or 'wifey' can print anything because there's no access to printer.

What's wrong with my pass/key?

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jab1 · ‎24-02-2012

@Pete11 Your wireless password/key is case sensitive, and unless it has changed, the PN one is a mix of numbers and UPPER CASE letters - my very old one was 2C906E4FD6.

John

Champnet · ‎25-07-2007

..........also, the Epson printers don't seem to like non alpha numeric characters.

jab1 · ‎24-02-2012

But, I thought the PN wireless key was alpha-numeric, unless the user has changed it?

John

Pete11 · ‎17-02-2017

Yes, I know that, but I have put the pass/key in 4 or 5 times now and it's still saying that it's invalid. I have been on to Epson about this thinking there could be a 'glitch' in the update., but they have said not, and there has been no other query of the same problem. They told me to contact Plusnet. When I upgraded, the chap that came fitted a new router to take the speeds.

A float tip is pleasing in its appearance and even more pleasing in its disappearance.
Growing old is inevitable...But growing up is optional.

MisterW · ‎30-07-2007

@Pete11 are you using a Plusnet Hub 2 ?

If so, have you tried disabling the 5ghz wifi and then trying to connect the printer ?

Some devices only support the 2.4ghz wifi band and dont like the fact that a router uses the same SSID for both 5ghz & 2.4ghz.

If disabling the 5ghz works then you can usually reenable it once the printer has successfully connected.

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jab1 · ‎24-02-2012

@Pete11 I doubt PN Customer Support will be able to help, to be honest. I haven't got an Epson printer, and I'm not with Plusnet, but if you are entering the correct key, as supplied with the router, then I can't see why it isn't accepting it.

John

Pete11 · ‎17-02-2017

Neither can I to be honest. What worries me is having to go out and buy a new printer and having the same problem.

A float tip is pleasing in its appearance and even more pleasing in its disappearance.
Growing old is inevitable...But growing up is optional.

jab1 · ‎24-02-2012

Does your wireless passkey include 'I', '1', 'O' or '0' - they are not always easy to differentiate?

John

Baldrick1 · ‎30-06-2016

@Pete11

Sorry but I have to ask as I know of it happening in the past, you are using the correct password, not the hub admin one?

Have you tried a full factory reset of the printer and setting it up from scratch?

Will the printer connect using WPS?

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Pete11 · ‎17-02-2017

Yes I'm using the correct pass/key and have put it exactly how it says, as in upper and lower case and numbers. As for WPS, I have tried that but was asked for a 4 number Pin (?), which I can't find in the paperwork for the printer. I cannot find anything about factory reset either. Might have to get onto Epson about that. Thanks for that tip.

A float tip is pleasing in its appearance and even more pleasing in its disappearance.
Growing old is inevitable...But growing up is optional.

Dan_the_Van · ‎25-06-2007

@Pete11

The Hub Two does not offer the PIN method for WPS. You need to use the Push Button option

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Townman · ‎22-08-2007

Did this work with the old router? If yes can you reinstall the old router to facilitate the LAN to get the PC reconnected to the printer to run the firmware update?

How old is the printer? I have encountered issues where the printer will only work with WiFi a/b/g modes not n/ac. You could also try changing the features modes in the HUB2 - see WiFi advanced settings...

This mode [setting] allows you to tune your wireless features to give you the best performance with all your wireless devices.
Your Plusnet Hub is automatically set to Mode 1
Mode 1: Gives you the fullest featured wireless, maximising throughput and range.
Mode 2: Some devices can sometimes struggle to use the latest Wireless features, if you have any devices that can't get a good wireless connection, try using this mode. Selecting this mode may reduce the wireless range and throughput but improve connectivity.
Mode 3: Change to this mode if your wireless devices don't perform well using mode 1 or 2. Selecting this mode will reduce the latest features as well as wireless range and throughput compared to Mode 1 and 2. This will allow for the broadest range of devices to operate on the wireless. The features that are reduced include: power saving procedures, traffic aggregation methods and Multiple Concurrent data streams.

What is the EXACT error message? Does the device appear in the router's connected devices page? I have seen circumstances where devices have connected to WiFi but could not negotiate the acquisition of a DHCP assigned IP address. I circumvented that by applying a fixed IP address in the device's settings.

You might try connecting to the printer using a USB cable and attempt to configure the network settings via the UI (including applying the firmware update).

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

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Pete11 · ‎17-02-2017

Thanks for the input. I will try and cover your suggestions/questions. I have managed to print a report out direct from the printer using the printer's menu buttons...

Yes, it worked with the old router without issue (Hub2). Can't use this though as engineer took it with him after finishing the install of this new router.

Exact message when pressing OK after inputting the pass/key is...

Wireless Network Name (SSID) check. PASS.

Communication Mode Check. PASS.

Security Mode Check. PASS.

MAC Address Filtering Check. PASS

Security Key/Password Check. FAIL. Security Key/Password not recognised (Even though the printer shows the SSID).

After failing the password/key check, the printer will NOT diagnose anything further and I cannot install any updates.

USB cable is not an option as this could cause a trip hazard for both myself and the other half. (Both disabled).

I've been on this problem for 5 or 6 hours now and getting nowhere. Yes, I could buy another printer, but am I going to get the same problem? I'm a bit worried about going down that route. The 'other half' needs the printer for her work as an Avon rep

A float tip is pleasing in its appearance and even more pleasing in its disappearance.
Growing old is inevitable...But growing up is optional.

jab1 · ‎24-02-2012

USB cable is not an option as this could cause a trip hazard for both myself and the other half. (Both disabled).

I think @Townman 's suggestion of using a USB cable was only to set the printer up. Once that is done, it should accept the wireless key.

John