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Troubleshooting Network Problems on the Dell V525w and V725w AIO Inkjet Printers

Article ID : 530554Date Published : 2012-03-06Journal ID : db05b47f-f0e5-4277-af92-90cca3e35955
Article Summary: This article offers solutions to problems using the Dell V525w and V725w all-in-one inkjet printers over a network.

Table of Contents:

  1. Update to the Latest Printer Drivers and Firmware Available for Your Printer
  2. Network Troubleshooting Checklist
  3. The Continue Button is Unavailable
  4. Computer Firewall is Blocking Communication with the Printer
  5. Communication with Printer Lost when Connected to Virtual Private Network (VPN)
  6. Wireless Troubleshooting


 


1:


  Update to the Latest Printer Drivers and Firmware Available for Your Printer  


It is recommended that you update to the latest drivers and firmware available for your printer.

Below is the recommend process.
  1. Uninstall the current drivers (not doing so before installing the latest drivers can cause problems that prevent the computer from communicating with the printer), for more information refer to Dell Knowledge base article Uninstall the Existing Dell Printer Drivers
  2. Install the latest drivers, for more information refer to Dell Knowledge base article Download and Install the Dell Printer Drivers .
  3. Install the latest firmware, for more information refer to Dell Knowledge base article Download and Install the Dell Printer Firmware.


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2:


  Network Troubleshooting Checklist  


Before beginning to troubleshoot the wireless printer, verify the following:
  • General Networking


    • The printer, the computer, and the access point (wireless router) are all plugged in and turned on.

    • The wireless network is working properly and can be accessed by a computer on the network.

    • The printer driver is installed on the computer from which you are performing a task.

    • The correct printer port is selected.

    • The IP address, gateway, and network mask are correct for your network. Print a network setup page from the printer to check the network settings.

    • All switches, hubs, and other connecting devices are turned on.


  • Ethernet Networking


    • The Ethernet cable and connectors are not damaged.

    • The Ethernet cable is firmly plugged into the printer and to the network hub or wall connection.


  • Wireless Networking


    • The SSID is correct. Print a network setup page from the printer to check the network settings.

    • Your wireless security settings are correct. Log into the access point and check the security settings. If you are not sure if the settings are correct, run the wireless setup again.

    • The printer and computer are within range of the wireless network.

    • The computer and printer are both connected to the same wireless network.

    • The printer is located away from the obstacles or electronic devices that could interfere with the wireless signal. Walls or structures containing metal or concrete can interfere with the signal. Devices such as baby monitors, motors, cordless phones, security system cameras, other wireless networks, or Bluetooth devices can sometimes interfere with the wireless signal.

    • The computer is not connected to a VPN.

    • Your computer firewall is updated to the most recent version and allows the printer sofware to communicate over the network.


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3:


  The Continue Button is Unavailable  


This refers to the Continue button that appears during network setup when running the installation software. Try the following solutions in the order they appear until the Continue button becomes active and available:
  • Check if the USB cable is securely plugged into the USB ports on both the computer and the printer.

  • Make sure the printer is plugged in and turned on. If you have just turned on the printer, you may need to disconnect the USB cable and reconnect it.

  • Make sure the USB port on the computer is working. Test the port with other devices. Try unplugging other devices that may cause a conflict with the USB ports.

  • Make sure the USB cable is working. Try using a different USB cable. If the cable is longer than 10 feet, try using a shorter cable. Make sure it is a direct connection as USB hubs or extenders or docking stations can sometimes interfere and cause connection issues.

  • Make sure you are using the correct CD for your printer model. Compare the CD to the information in the User's Guide.

  • Reconnect the printer power supply.


    1. Turn off the printer. Make sure it is not in sleep mode. Press and hold the power button for three seconds to make sure it is off.

    2. Unplug the power cord from the wall outlet and then disconnect the power cord from the power supply.

    3. After one minute, reconnect the power cord to the power supply and plug it into the wall outlet.

    4. Turn on the printer.


  • Run the installer again.


    1. Close the installer.

    2. Remove the CD and then restart the computer.

    3. Insert the CD and run the installer again.


  • Make sure your computer is able to acknowledge USB activity on the USB port. Open the Device Manager to check if it has activity whenever a USB device is connected:


    1. Click Start and then click Run.

    2. In the Start Search or Run Box, type: devmgmt.msc

    3. Press Enter or click OK.

    4. Watch the Device Manager window while connecting a USB cable or another device to the USB port. The window refreshes when the Device Manager recognizes a USB connection.


      • If there is activity on the Device Manager but none of the previous solutions worked, then call customer support.

      • If there is no activity on the Device Manager, then there may be a problem with your computer and its USB support. The computer must recognize the USB connection in order for installation to work.


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4:


  Computer Firewall is Blocking Communication with the Printer  


Firewall settings may have stopped the printer from connecting to your computer.

If a firewall is installed on your computer, then do one of the following:
  • Turn off your computer firewall.

  • Update your computer firewall to the most recent version and then allow the printer to communicate over the network.



For more information on turning off and updating the firewall, see the help pages of your operating system.


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5:


  Communication with Printer Lost when Connected to Virtual Private Network (VPN)  


You will lose your connection to a wireless printer on your local network when connected to most Virtual Private Networks.

Most VPNs allow computers to communicate with only the VPN and no other network at the same time. Disconnect from the VPN before installing the driver on the computer or before running the wireless setup on the computer.

To check if the computer is currently connected to a VPN, open your VPN client software and then check your VPN connections. If you do not have a VPN client software installed, then check the connections manually using the Windows VPN client.

If you would like to have the ability to connect to your local network and to a VPN at the same time, then request the system support person for the VPN to allow split tunneling. Be aware that some organizations will not allow this due to security or technical concerns.

If you want to connect only to a VPN, then the documents you want to print will not be printed until you end the VPN session. If you want to continue printing while connected to a VPN, then connect the printer to the computer using a USB cable.


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6:


  Wireless Troubleshooting  


  • Resetting the wireless network settings to factory default.


    1. From the printer control panel, navigate to , Setup, , Restore Factory Defaults, .

    2. Press the up or down arrow button to scroll to Restore Network Settings and then press .

    3. Press the left or right arrow button to scroll to Yes and then press .

    4. When prompted to set the initial settings of your printer, make your selections using the printer control panel buttons.


  • Cannot print over wireless network.


    If you encountered problems while installing, or if your printer does not appear in the printers folder or as a printer option when sending a print job, then try uninstalling and reinstalling the software.

    Before you reinstall the software, check the troubleshooting checklist and then do the following:

    • Turn the access point (wireless router) off and then back on. Wait one minute for the printer and computer to re-establish the connection.

    • Disconnect from VPN session. When you are connected to another network thorugh a VPN connection, you will not be able to access the printer over your wireless network.

    • Make sure Demo Mode is turned off. From the printer control panel, navigate to , Setup, , Demo Mode, , Off, .

    • Check your WEP key or WPA passphrase.

    • Check if your access point has an association/registration button. Wireless broadband boxes in Europe, the Middle East, and Africa such as LiveBox, AliceBox, N9UF Box, FreeBox, or Club Internet may require you to press an association/registration button when adding the printer to your wireless network.

    • Move your access point away from other electronic devices. There may be temporary interference from electronic devices such as microwave ovens or other appliances, or sources of radar outside your building. Cordless phones, baby monitors, and security system cameras sometimes cause interference.

    • Move the computer and/or printer closer to the access point.

    • Check the wireless signal quality. Print a network setup page to see the signal quality. If it is listed as good or excellent than another factor is causing the problem.

    • Check your advanced security settings. If you are using MAC address filtering, then you must add the printer MAC address to the list of addresses allowed to use the access point. If you set the access point to issue a limited number of IP addresses, you may need to change this so that the printer can be added.

    • Make sure the computer is connected to your access point. Verify that your computer has access to the internet. If there are other computers or resources on your wireless netowrk, see if your computer can accesss them.

    • Make sure that your computer and printer are connected to the same wireless network. They must be connected to the same network with the same SSID showing on both devices.


      • Obtain the SSID of the network.


        1. Enter the IP address of your access point into a web browser.

        2. Type the user name and password of the access point when prompted.

        3. Click OK.

        4. In the Wireless settings section, look for the SSID and write it down.


      • Obtain the SSID of the network the printer is connected to.


        1. From the printer, print a network setup page.

        2. Write down the SSID.


      • Compare the SSID of the computer and the SSID of the printer. If they are the same, they are connected to the same wireless network. If they are not the same, run the utility again to set up the printer on the wireless network used by the computer.


  • Wireless print server not installed.


    You may see this message during installation indicating that the printer does not have a wireless print server installed. If you are sure the printer is capable of wireless printing, make sure the printer power light is on and it is properly connected to the computer.

  • 'Communication not available' message appears when printing wirelessly.


    • Make sure your computer and printer have valid IP addresses for the network.


      If you are using a laptop and it is in power saving mode, this may interrupt your connection to the wireless netowrk. Make sure your laptop is out of power saving mode before attempting to print.

      • Check to make sure the computer has a valid IP address:


        1. Click Start and then click Run.

        2. In the Start Search or Run box, type cmd.

        3. Press Enter or click OK.

        4. Type ipconfig and then press Enter. The IP address should appear as four sets of numbers separated by periods such as 192.168.1.101.


      • Locate the printer IP address. From the printer, print a network setup page and locate the Address section. Alternatively, you can use the printer control panel to navigate to , Setup, , Network Setup, , Wireless 802.11.b/g/n, , Network Connection Setup, , TCP/IP, , IP Address, .


        If the printer or the laptop does not have an IP address, or if either has an address of 169.254.x.y (where x and y are any two numbers between 0 and 255), then do the following:

        1. Turn off the device that does not have a valid IP address (the computer, the printer, or both).

        2. Turn on the device and then check the IP addresses again.



        If the printer or computer still does not receive a valid IP address, there is a problem with your wireless network. Make sure the devices are close enough to your access point to receive a good signal and there are no other devices or structures that may interfere. Temporarily turn off other wireless devices that may be slowing down your network and interfering with the connection. Make sure your DHCP server (which may be also be your wireless router) is working and configured to assign IP addresses.

      • Make sure the wireless port is selected.


        1. Click Start and then click Run.

        2. In the Start Search or Run box, type control printers.

        3. Press Enter or click OK.

        4. Right-click the printer and then select Properties or Printer Properties from the menu.

        5. Click the Ports tab and then locate the selected port.

        6. If the Description column of the selected port indicates that it is a USB port, then scroll through the list and select the port with the Printer Port in the Description column. Check the printer model in the Printer column to make sure you select the right printer port.

        7. Click OK and then try to print again.


      • Make sure bidirectional communication is enabled.


        1. Click Start and then click Run.

        2. In the Start Search or Run box, type control printers.

        3. Press Enter or click OK.

        4. Right-click the printer and then select Properties or Printer Properties from the menu.

        5. Click the Ports tab and then locate the selected port.

        6. Click the box next to Enable bidirectional support if it is not already checked.

        7. Click Apply and OK and then try to print again.


    • Communication with printer lost when connected to a Virtual Private Network (VPN).


      You will lose your connection to a wireless printer on your local network when connected to most Virtual Private Networks.

      Most VPNs allow computers to communicate with only the VPN and no other network at the same time. Disconnect from the VPN before installing the driver on the computer or before running the wireless setup on the computer.

      To check if the computer is currently connected to a VPN, open your VPN client software and then check your VPN connections. If you do not have a VPN client software installed, then check the connections manually using the Windows VPN client.

      If you would like to have the ability to connect to your local network and to a VPN at the same time, then request the system support person for the VPN to allow split tunneling. Be aware that some organizations will not allow this due to security or technical concerns.

      If you want to connect only to a VPN, then the documents you want to print will not be printed until you end the VPN session. If you want to continue printing while connected to a VPN, then connect the printer to the computer using a USB cable.

    • Resolving intermittent wireless communications issues.


      It is difficult to be certain what causes intermittent connection problems. Try the following to resolve the issue:

      • Disconnect from all VPNs when attempting to use the wireless network.

      • Turn off the access point (wireless router) and turn it back on.

      • Eliminate network connection by temporarily ceasing to transfer large files, play networked games, run peer-to-peer file swapping applications, streaming video, or connecting too many computers.

      • Eliminate sources of interference such as structures blocking the signal or electronic devices that might interfere.

      • Change the channel the access point uses.

      • Configure the access point with a unique SSID to avoid interference with other routers that may use the same manufacturer's default SSID.

      • Assign static IP addresses to all devices in the network.

      • Check the internet to see if there are known issues with the specific brand and model of access point you are using.

      • Check for wireless network adapter updates. If you are having a problem with one particular computer, it may be that the wireless adapter has an update available to solve the problem.

      • Change all network devices to the same type. While it is possible to mix 802.11b, 802.11g, and 802.11n devices on the same wireless network, sometimes the faster devices prevent the slower devices from communicating.

      • Purchase a new router. If the router is several years old, it may not be fully compatible with newer wireless devices.


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