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HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
HP Social Support Summit 2013: Wireless is Not Easy
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HP Social Support Summit 2013: Wireless is Not Easy

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HP Social Support Summit 2013: Wireless is Not Easy by Cameron Light & Foster Nuffer

HP Social Support Summit 2013: Wireless is Not Easy by Cameron Light & Foster Nuffer

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  • 1. Wireless is not easyConnect, inspire & createCameron Light & Foster Nuffer/ March 21, 2013© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 2. Connect, inspire & create© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 3. Session topics • What HP has done to make wireless easier (Cameron light)Connect, inspire & create • What’s new for 2012? (Cameron Light) • Onboard diagnostic tools to help solve problems (Cameron Light) • Other stuff (Cameron Light) • How the printer software finds printers (Foster Nuffer) • Wireless issues (Foster Nuffer) 3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 4. But before we begin, I have a questionConnect, inspire & create. From your experience, what are some of the biggest speed bumps people have when installing and using printers on a wireless network? © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 5. What HP has done to make wireless easierConnect, inspire & create. Auto Wireless Connect Wireless button or ICON Wireless light © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 6. Auto Wireless Connect – Key points to remember • Designed for those users for who don’t know anything (or care to know anything) about their wireless network to get the printer connected (and as far as I know only HPConnect, inspire & create has it). • A software driven process which uses a special feature of the printer’s wireless radio. • Is available for 2 hours after the printer is first powered on. • Certain conditions must be met before AWC can be offered as a setup method. • Can be re-enabled by performing a “Restore Network defaults” (2 hour timer). • If AWC can’t be used – there is always a backup method available. 6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 7. AWC Prerequisites – certain planets have to align • There is only one AWC signal beingConnect, inspire & create broadcast. • The computer is connected to the network using a wireless connection. • The HP software can retrieve the wireless settings from the computer. • The HP software can control the wireless radio on the computer. • The computer is not using a static IP address. • The network is using 2.4Ghz . • MAC address filtering is not being used • User agrees to use AWC. 7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 8. HP Auto Wireless Connect Needs permissionConnect, inspire & create • If AWC is available, the software will provide a permissions UI screen. • Click Here provides details, including option to show the settings that will be sent. • If choose “Yes”, then user sees progress and either Green check or failure. • No additional interactions!! (it’s like magic) • NOTE: If Printer is not in HP Auto Wireless Connect mode, or other pre-req’s are not met, then this opt-in screen will NEVER be seen. 8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 9. There is always a Backup Connection Method There are two possible setup methods the printer software will instruct the user to perform if AWCConnect, inspire & create can’t be used. Which method depends on the printer model: Wireless Setup Wizard (printers with displays) • This setup wizard is available from the printer front panel. The user is stepped through first finding the network from a list and then entering a password if security is being used. USB Setup of wireless (printers with limited UIs) • This setup method requires a USB cable to be temporarily connected between the printer and the computer. The computer must also be connected to the target network. 9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 10. What else has HP done to make wireless easier? Wireless Button/ICONConnect, inspire & create Pressing the wireless button or icon will directly open the wireless status screen which shows the wireless connection status and access to wireless settings. Wireless Light The blue wireless light will indicate the connection status of the wireless radio: • ON solid means the wireless radio has a network connection • Slow Blinking means the wireless radio is ON but is not connected to a network • OFF means the wireless radio is turned OFF 10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 11. What’s new for 2012? Wireless Direct – Things to know • Allows you to make a direct wireless connection to the printer (no router needed).Connect, inspire & create Think of it as a hotspot provided by the printer. • Wireless direct is always available even if the printer is also connected to network. • Can be turned on with WPA2 security. • Up to five devices can be connected at a time. • Internet access is not available over the wireless direct connection. • Network drivers are needed to use the printer over wireless direct. • Connect to wireless direct the same way you connect to any wireless network. The wireless direct name looks like HP–Print-**-<printer model>. 11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 12. Wireless Direct Menu You can find the Wireless Direct name and password from the Wireless Direct menu. TheConnect, inspire & create Wireless Direct menu is accessed from the Wireless Settings Menu: Wireless Direct ON/OFF  ON (without security)  ON (with security) (provides an 8-digit WPA2 passcode)  OFF Display Password (only touchable if WD is ON w/security) Display Name (displays the SSID of the WD connection) 12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 13. Onboard Diagnostics tools • Wireless Network Test Report (WNTR)Connect, inspire & create. • Network Configuration page (NCP) © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 14. Wireless Network Test Report – what does it do? • A one page report that checks for a variety of network conditions and provides messaging based on what is found.Connect, inspire & create • Only applies for the printer’s wireless network connection (not wireless direct). • Indicates the signal strength between the printer and router (avoid low and very low). • Includes a disconnect counter. • Shows if the printer has internet access (internet is required for Web Services). • Provides wireless configuration details. • Network name the printer is connected to. • Printer’s MAC and IP addresses • How the printer IP address was configured (if it says “Auto” something may be wrong) • Security used (WEP/WPA/WPA2) 14 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 15. Exactly what conditions are checked? – here they are • Ethernet cable connected • Wireless radio is turned offConnect, inspire & create • Wireless radio not functioning • Printer configured with an Auto IP address • MAC address filtering enabled on router • Printers settings don’t match router • Network SSID is set to default • Network SSID not found • Network SSID upper/lower case issue • Weak signal strength • Duplicate SSIDs found • WEP key not configured correctly • WPA passphrase not configured correctly • 802.11n and WPA/TKIP incompatible • Internet connectivity 15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 16. Network Configuration Page – what does it do? •Connect, inspire & create A 2 - 3 page report provides network details . • Includes details for Ethernet (if supported), wireless and wireless direct. • Provides a “Network Neighborhood” list of all detectable wireless network in the area (see next slide). • Not intended to be a diagnostic tool but the Network Neighborhood list can be used to uncover issues related to network congestion. 16 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 17. The “Network Neighbourhood List” – What’s useful? The following information is provided for each wireless network detected:Connect, inspire & create • Network type (adhoc versus infrastructure) • BSSID for each network (basically the MAC address) • Channels used (good to stay away from heavily used channels. Channels 1, 6 or 11 are best to use) • Security used (WEP/WPA/WPA2) • Signal strength (Shown as DBm , so -90 is weaker signal than -80) • WPS capable 17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 18. Other Stuff to know about • Printer Software & SetupConnect, inspire & create. • Wireless Printing Center © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 19. Printer Software & Setup Printer Software & Setup option in StartConnect, inspire & create Menu has two new important features • Reconfigure Wireless Settings • Convert USB to Wireless Reconfigure Wireless Settings • Only appears if product is already installed wirelessly • Will always use USB Setup of Wireless method to reconfigure Convert USB to Wireless • Only appears if product is already installed USB • Will always use USB Setup of Wireless method to configure (especially nice for this case, since USB is already connected!) 19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 20. Wireless Printing Center – A good place to visit • Many new updates to the site, including video postings.Connect, inspire & create • New Security Software (firewalls) workarounds will always be posted on WPC as they become available. • Go to www.hp.com/go/wirelessprinting and check it out. 20 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 21. How the printer software finds printersConnect, inspire & create. • Multicast Discovery • Direct Search • Subnet Walk • IP Update Tool © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 22. Multicast Discovery – What is it? Multicast discovery – Like a wakeup call at the hotelConnect, inspire & create • Used by Bonjour and Win Services Discovery (WSD) • Will not work across subnets (or other hotels) • Some routers block this method of discovery • The is the default discovery method used by the printer software. Subnet walk – Like trying every room, one at a time, to see if you have the right one • The is a discovery method used by the printer software. 22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 23. Directed Search – What’s this? Directed search – Like a knock atConnect, inspire & create the door • Uses the printer’s IP address (analogous to the room number) to find the printer on the network. • Backup search method by printer software if multicast fails during software installation. • Biggest issue is if the printer IP address changes. The software loses touch with the printer. No print or scan. • Use the Update IP address tool if printer IP changes • Best to set a static IP on printer if using this discovery method 23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 24. Update IP Address tool Where can I find it? You switched rooms on meConnect, inspire & create Sometimes the IP address of a printer changes and the software driver can’t find the printer any more. What should you do? Run the Update IP Address tool The Update IP Address tool is found in the start menu Start  All Programs HP  HP <printer model>Update IP Address • Shows the last known IP address, and allows you to update the software with the new one. • Good practice to Search for the IP first to ensure the printer is reachable 24 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 25. Wireless Issues • Common causes of wireless print/scan/installConnect, inspire & create. problems • Router settings and features to watch out for © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 26. Common – wireless print/scan/install problems Client side problemsConnect, inspire & create • Printer software issue (uninstall/reinstall). – If the software was downloaded from the web, make sure it was for the right printer model. • Security software installed on computer (mostly firewalls) • Computer not connected to the network (some people have used other networks than their own) • Computer is connected to a Virtual Private Network • Printer marked as offline (in printer folder) – many times just right click and pick “use printer online” works • Printer IP address changed and software not 26 updated (remember the Update IP address tool) © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 27. Common – wireless print/scan/install problems Network side problemsConnect, inspire & create • Printer not connected to the network (remember the wireless light and test report) • Congested network traffic (remember the network neighborhood on the Network Configuration Page) • Weak signal strength for the printer (print the test report to find out). – The more network congestion the stronger the signal needed for a consistent connection. – Shoot for Very Good or Excellent. • Computer and printer connected to different networks 27 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 28. Router settings and features to watch out for • Router needs a reboot (many time solves theConnect, inspire & create problem) • Wireless isolation is enabled (won’t let wireless connected device to talk to each other) • A guest network is enabled (some router don’t allow guests to talk to the main network) • SSID not being broadcast (mostly an install problem) • MAC address filtering is enabled • Multicast discovery is set to be blocked • 5Ghz/2.4Ghz. The printer is only able to connect to 2.4Ghz • DHCP is disabled (the printer will end up with an Auto IP address) 28 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 29. In ConclusionConnect, inspire & create © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 30. In Conclusion – HP is… Making wireless install and printConnect, inspire & create easier • Auto Wireless Connect 2011+ • HP Wireless Direct – Routerless Printing 2012+ Making troubleshooting easier • Use the Wireless LED (blue LED on the printer) • Use the Printed Reports • Wireless Print Center – A good place to visit – www.hp.com/go/wirelessprinting Helping you understand networking • Discovery • Client issues • Network issues 30 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 31. Thank youConnect, inspire & create © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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