3215 can't connect to Wifi

[Xerox sucks]

Hi CherylO,

Thanks again for trying.  Yes, I you're correct that I didn't try to assign a static IP.  If you needed to re-read to check for this (i.e., if it was an "obvious" choice/recommendation) then perhaps you or Joe might have suggested this earlier.  How might I know this?  Also, some indication of how I might accomplish this might have been helpful.  Uggh, nevermind.  

I interpret that you're fully done with this "help session" and thank you again for your efforts.  I have extraordinarily strong suspicion that the phone number you provided will be useless however at this time (i.e., before calling and verifying) I would like to thank you for that too.  Just to expand on this, I mean that I'm not a betting person, but I would actually put money on that!  The odds appear waaay better than any lottery that xerox will surely fail me, ... again, ... still.  I believe we've already established very well that xerox sucks in this regard.  Can anyone say "pass the buck"?  Ha!  I get it.  I've been lied to before and can surely recognize when it happens again.  For clarity, I'm not calling you specifically a liar, but the nonsense they give you to tell me is a lie.  You might actually believe it will be helpful (clearly I don't).  Do you drink Kool-aid too?  (sorry, that might be an obscure reference depending on your age)  You interpret it from there.  

I do have a question that's both rhetorical and somewhat-loaded (wow, how often does that happen? Ha!).  Anyway, the question is: if I were paying for "support" should I expect the same experience (i.e., over a month w/o a printer working correctly).  It's rhetorical for the obvious reason (I believe) that I don't plan to return to this thread (are you smiling?).  It's somewhat-loaded because of course the only answers to this yes/no question are 1) yes, you should expect the same support because xerox sucks or 2) no, you should expect better support because we don't give you people that actually know how to help unless you pay us more money which is why xerox sucks.  I'd expect that you have a different answer, something like "no, but ..." or "yes, if ..." but that's really not legitimate (well, maybe for you it is; enjoy your glass house).  I caught your reference to "unusual problem" but this too is not legitimate - I'm following on to a thread started over a year ago by someone else, apparently also w/o resolution.  I think this points to the second answer of no, we just don't give you knowledgeable people if you don't pay us more money (no offense to you personally, I believe you've done all you can within what they give you).  Again, thanks for your efforts.  Still disappointed but at least somewhat pleased to have identified this from the beginning .... xerox sucks.  

Goodbye

[CherylO-Xerox]

Hi Keith,

I was not suggesting that you could not have other items on your wireless network.  I was just trying to find some reason for the error you are seeing.  The ping test is showing that there is some type of problem with the IP address.  Obviously it should not change.  If you ping xxx.xxx.xxx.xxx you should see the ping results for xxx.xxx.xxx.xxx not the yyy.yyy.yyy.yyy you are seeing.  Your explanation was not lost on me, I understand what you are saying. 

I have reviewed the post string and do not see anywhere that says you have tried to assign a static IP address to the machine. Consider trying that. I am not trying to get any kind of stats, I am trying to help you resolve an unusual problem. If a static IP does not help then I would suggest you call our Customer Relations Help Desk Call 1-888-242-9098 Mon.-Fri. 8am-8pm ET you do not need a contract to speak with them.  I have no other information or steps to try or suggest you will need to contact customer relations at this point.  Thank you for trying to troubleshoot with us. 

[Xerox sucks]

Hi CherylO,

I found that step 9 of your instructions does not seem to align with my printer.  Pressing the back button (which I assume to be the "squiggly" left arrow in what would otherwise be the right-arrow position relative to the 'OK' button - i.e., at 3 o'clock) simply returns me up one level.  For clarity, this does not ask me to confirm as per your step 9 (i.e., there is no Yes/No option presented - it simply returns me to the previous level).  Pressing it again repeats this action until I am returned to the "main" level.  I did note that at steps 5 and 7 there was confirmation indicated (I'd have to do it again to share the exact message).  Perhaps this means your step 9 is not required or perhaps it is for a different machine?  I'm not sure - you're the one who might know this..... Just trying to follow your instructions explicitly.  In short, I did what you said.  Wow, that was a waste of time for us both, huh?  (I write code so typing is really no problem for me, it just means you'll have to read the "result" so give me as many instructions as you feel appropriate - I'll follow them as best I can and potentially return a longer description of how I followed them, ha!)

Ok, that said, you probably guessed by now that your steps did not seem to resolve my problem.  Printing a 'report' (i.e., via Info Pages -> Configuration) reveals to me an IP that I cannot ping.  This is the SAAAAME problem I had two weeks ago.  In particular, I read from the printed page an IP of xxx.xxx.xxx.xxx and ping returns to me that yyy.yyy.yyy.yyy is 'Destination host unreachable'.  Your cohort Joe was extraordinarily useless in providing insight to this.  As I said then (to you and then again to him), I've never seen this before from ping.  I also asked rhetorically, have you?  For clarity, I think that both you and he may have missed that the xxx is replaced by yyy in my example.  This tells me that not only is ping not "actually" recognizing xxx but there is some lookup table (possibly/probably on this machine) that translates xxx to yyy.  As I said before, I'm not a network person - but I expect you folks to know this.  If I just bought this yesterday, I'm sure you could make it work.  I've said "peaches-and cream" in an earlier post so I'll try not to be redundant.   Is this not a simple thing?  

Ugggh.  Is it clear why my username is xerox sucks?  In case not, it's because you do!  If I just bought this printer yesterday I'm sure you'd do all you could to make it work, lest I return it (and that wouldn't keep the money flowing in, right?).  But now that I've already spent money and you've "cashed the check" you can't/won't seem to tell me what's up.  Why doesn't your telephone support just help me????  Oh right, it's about the money.  I seem to keep forgetting that.  Perhaps it's the decency in me that you folks seem to be lacking.  I'm sure it's a simple thing, but the failure/refusal of xerox to tell me how to fix it is what makes you suck.  I'm ok with a broken printer, or a broken router (which seems to work flawlessly for other devices), or ,,, some other problem, but the failure/refusal of xerox to help is precisely what leaves me with the interpretation that you suck.  For clarity, all other network/wi-fi related stuff seems to work fine, it's just "your" printer that's having problems. 

To answer some of your other questions: yes, rebooted router; no tablet; maybe to phone; no gaming; not sure if/how the tv connects.  Funny you ask though, because I'm not sure if/how other devices really even relate - the printer should just plain work!   Are you suggesting that your printer doesn't work when other devices are connected?  Haa!  Thought so.  Let's omit that from further discussion unless you have reason to tell me that your printer doesn't work with device xxx.  What BS!  Why do you even ask this?  Just to get stats?  Uggh, ok there ya go, some stats for you.  Back to the topic,  I send a signal, you receive it, done.   Well, unfortunately that's not how it is for me today. 

This usename really works!  How extrodinarily insightful of me!  I've heard "with age comes wisdom" but this is even better than what I might have expected.  More to come!  

xerox sucks!

[CherylO-Xerox]

Ok Keith we are going back to basics here.  First disconnect any cables that may be attached to the machine.  Obviously leave the power cord connected but nothing else.  Power off the machine and wait 30 seconds then turn it back on.  Now lets make sure the Wi-Fi Direct is off and Wi-Fi is on.

1. Press the [Machine Status] button. The Machine Status button is the clear button on the control panel with a printer icon with a lower case I above it.
2. Press the Up/Down arrows to select [Network] and press [OK].
3. If prompted, enter the Administrator Password using the alphanumerical keypad. The default is 1111.
4. Press the up/down arrows to select [Wi-Fi] and press [OK]. This allows you to select the Wi-Fi setup.
5. At the Wi-Fi On/Off menu, confirm that On is selected and press [OK].
6. Press the up/down arrows to select [Wi-Fi Direct On/Off].
7. Press the up/down arrows to select Off and press [OK].
8. Press the [Back] button once to go back up one menu level.
9. Select [Yes] to apply the changes.

See if you can ping the printer.  Print a Configuration Report to obtain the IP address.  What are the results of the ping this time?  If it still fails or comes up with a different IP then there may be an issue with the router.  Have you rebooted your router at any point during all this troubleshooting?  If not reboot it as well.  Do you have any other devices connected to the router wirelessly?  for example you laptop, tablet, phone, gaming system, tv, etc. 

Let me know your results from these steps.  Also how long have you had the machine?  As you said I am a simple person who takes the occasional holiday off. Not an excuse but an explanation for my late reply.  Let's see where we stand after these things to check and we will go from there.  

Thanks,

[Xerox sucks]

Wow, it seems I just can't say it enough.  Yes indeed Xerox sucks.  Joe, where are you?  CherylO, where are you?  No help from Xerox on this matter, huh?  It's been over a week now since the last "help", which clearly wasn't helpful.  And that's on top of about a month now w/o a printer functioning correctly.  Pretty much as expected.  It seems my username is highly appropriate for my experience, agreed?  Hmmm... how did I know that in advance?  You figure it out.  Here's a clue though - you folks work for a very shady organization.  Be careful as they will surely abuse you just as they've done to me too.  It's all peaches-and-cream until one day it's not.  It'll hurt when it comes to you too.  I'm a simple person just as you may be, but it appears that you're trapped in the "machine" and they don't allow you to recognize how you intentionally fail your fellow human simply asking for help. 

Xerox sucks

[Xerox sucks]

Hi Joe,

Not sure what happened to CherylO.... maybe this is beyond her?  Maybe this is beyond all of you?  I'll say it again because it just doesn't seem to get old - "Xerox sucks".  As you may have guessed by now, although I thank you for your help, it just wasn't helpful (i.e., it didn't solve the problem). 

First, thanks for your suggestion of plugging in.  A careful re-read of my first post however would indicate to you that this indeed does work.  It already did before your "helpful" suggestion and it still does - thanks for that (I guess). 

You more detailed description of how ping works is also "helpful" although this also doesn't solve my problem.  Thanks again (I guess).  Further to this, you also do not address how when I ping xxx.xx.xxx.xx and receive a response related to yyy,yy,yyy.yy factors in.  As I indicated, I've never seen that before from ping.  Have you? Nevermind, just please help me make the printer work if you can. 

Your suggestion of "Enable MOPRIA/Airprint and see if it becomes discoverable on your phone" is not useful for at least two reasons: 1) I don't have that sort of phone and 2) I'm trying to make the printer work from a computer (HP laptop - please read carefully previous posts which already reveal this information)  I'm happy to share this information again in this and any/all future posts as many times as you need to hear it again but surely it causes me to question your understanding of the situation (which is already highly suspect). 

I did however try your last suggestion of "copier menu reset the Network settings," followed by a re-install from the original Xerox CD that came with the machine.  This did not work.  After this the printer now claims to have a different IP (i.e., via printing network settings from the printer control panel), which I also cannot ping successfully. 

In summary, I note that I've spent a huge amount of time on this and have had a printer not working correctly for about a month now (first contacted your telephone help which was useless/insulting - and then initiated here about two weeks ago).  Yes indeed, my experience is valid.  I surely don't mean to offend and truly do appreciate "real" help but unfortunately the conclusion remains that this is probably something that could be fixed in a few minutes, yet Xerox is somehow unwilling to make this information available to me (your phone "support" was beyond useless and some folks were rather rude).  Yes, indeed I stand affirmed that Xerox sucks. 

For clarity, this affirmation is not about a (potentially) faulty printer or network settings or ... but rather the extraordinary refusal (by phone) and failure (found here) of support to resolve a "simple" problem.  I do understand that if I were to pay you folks more money for the product I already purchased that you would then be willing to help me - that's precisely what I'm speaking of.  There's a false "help" offered in the directive of "go see our website for updates/downloads" but you know very well that's not useful.  This is clearly evidenced by the number of messages I've already sent in this thread alone.  Indeed, Xerox sucks. 

Please advise how you think I should proceed.

Thanks

Xerox sucks

[Joe Arseneau]

The reply address is your own IP in most cases.

In the command prompt, type arp -a and hit enter, this will map the LAN

Note the Interface address is your PC

So you can see that my PC can see some devices in the 10.30.201.X range, and that there is a device using 10.30.201.20, but there is not one at 10.30.201.21

So if I ping 10.30.201.20 I will get 4 responses

And 10.30.201.20 will get none, as told by my Interface card

But if the ping is outside of my range, I just get a timed out from nothing

So what you are seeing is the expected result of a device that was on your LAN before but isn't any longer.

So since Wireless doesn't work, try wired at least temporarily to see if you can get it on line, If you can get it wired, you can troubleshoot easier by changing one thing at a time (Enable MOPRIA/Airprint and see if it becomes discoverable on your phone, Enable WiFi Direct and see if that will work from any Android devices you have, Make sure IP filtering is not enabled)

As this is a Samsung device, I'm not sure how you would go about resetting it to factory defaults. But you can in the copier menu reset the Network settings, then see if it will find the Wireless LAN again.

[Xerox sucks]

Hi Cheryl, Thanks for your light humurous tone and recognizing the frustration.  OK so now there's something new - not sure why. I began the steps outlined in 'Firmware Installation Instructions 3025-3215-3225.pdf' (which seems to be the "continuation" of those in the other pdf you sent) and stopped at step 2 'Enter the IP Address of the machine'.  The browser (Firefox) shows 'The connection has timed out' (similar for Chrome).  Now the new part (and rather odd to me) is that when I ping the IP I get a different IP returned in the ping response.  The general form is as below (x's represent the number I type in and y's represent the response from ping - some digits are the same but the totality is different).

C:\Users\Sign2>ping xxx.xx.xxx.xxx

Pinging xxx.xx.xxx.xxx with 32 bytes of data:

Reply from yyy.yy.yyy.yyy: Destination host unreachable.

Reply from yyy.yy.yyy.yyy: Destination host unreachable.

Reply from yyy.yy.yyy.yyy: Destination host unreachable.

Reply from yyy.yy.yyy.yyy: Destination host unreachable.

Ping statistics for xxx.xx.xxx.xxx:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

C:\Users\Sign2>


I'm surely not a network expert but haven't seen ping return a different number than what I type in.  This is not what I had last week (i.e., ping worked fine). Does this help you?

Thanks,

Keith

[CherylO-Xerox]

Hi Keith,

Thanks for your response.  It could well be something in the automatic updates but as you said it is hard to keep up with the auto updates.  Have you updated the firmware on your WorkCentre 3215?  There was a firmware update released in March of 2018.  I would suggest updating your firmware on the machine and then power off and reboot both the laptop and the WorkCentre and try to set it up again.  If it still fails then we both get to be frustrated and I will need to contact a subject matter expert. Let's try the firmware upgrade first.

[Xerox sucks]

Hi CherylO,

First I should apologize for my extremely frustrated tone (although factual) and let you know that I'm very happy to (possibly) have actual help in this matter.  Thanks in advance.  For your questions:

1) Sorry but I have absolutely no idea what might have changed.  I didn't (explicitly) upgrade anything.  Just fyi, I "fondly" recall one day when Windows proudly informed me that it was downloading 64,000 updates!!!! (different machine) And I was just using that machine the previous day!  How can anyone keep up with that?  The short answer is "I didn't change anything" but I know computers well enough to know that my doing has very little to do with what's actually being done.  In fact, Xerox might have even "upgraded" something - who knows?  (I do miss the old days of computing - when we had just a little more control over what happened)

2) In that solution I used the first one (Wizard).  It asked for security info for my router and it seemed to be happy with what I gave it (i.e., ping still works).  The process did not seem to fail and I now have a solid blue light on the wifi of the printer - next to a solid green light for info (i.e., solid not blinking - if that's even possible).  Not sure if that means success. 

3) no error messages or fault codes are apparent.  If they're logged to a file somewhere I'm not aware of it.  For clarity this just means that I didn't see anything show up on the computer or the printer (e.g. if a message times-out I could have missed it but probably not).  Currently the printer shows 'Ready to Copy' on the first line of the display.  The second line shows '100%' at the left and '01' with a blinking (flashing) '1'.  Never really noticed the blinking 1 before so not sure if that means anything to you. 

4) computer is an HP laptop. OS is Win10.

Thanks,

Keith