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Verizon FiOS Actiontec Routers: 'Failure to Connect' or 'Unable to Find the Printer' Message, or Unable to Connect to a Wireless Network

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Issue

You are using a Verizon FiOS Actiontec router, and your HP product does not connect to your wireless network.
One of these issues occurs:
  • HP product software installation . An error message opens in a window on the computer: 'Unable to Find the Printer ,' and the HP product has an invalid IP address
    A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
    that prevents the wireless network connection.
  • HP product software installation . The installation hangs when the software configures the product.
  • Wireless Setup Wizard . The product control panel displays a 'Connection Success ' message, but the blue Wireless light ( ) blinks (except on HP ENVY products).
  • Wireless Setup Wizard . The product control panel displays a 'Failure to connect ' message.
  • Wireless Network Test Report . The failure condition identified on the report is “MAC address filtering may be enabled on the router,” even after confirming that MAC address filtering is not enabled on the Actiontec router.

Solution

Follow these steps to connect your HP product to a Verizon FiOS Actiontec router.

Step one: Identify the router version

Look at the bottom of the router for the Actiontec label. The revision letter is next to the router model number.
Figure 1: Actiontec Rev. D router label
Image: Actiontec Rev. D router label

Step two: Connect the HP product to the router

Click the plus sign ( ) next to your router version.
Follow these steps to connect your HP product to an Actiontec Rev. D router.

Step one: Set up the wireless connection

  1. Perform one of the following:
    • From the product control panel, run the Wireless Setup Wizard . Follow the wizard prompts, and when a 'Failure to connect ' message displays, select Continue . At the end of the setup wizard, select Keep the new settings , even though the product failed to connect.
    • For products that require a temporary USB cable connection , run the HP product software installation. When the 'Unable to connect ' message displays on the computer, or if the setup progress bar stops, cancel the installation. The new wireless settings should be stored in the HP product.
  2. Restart the router. Disconnect the power cord from the router, wait 30 seconds, and then reconnect the power cord.
  3. Wait another 30 seconds or until the router is in the ready state (with steady lights).
  4. Use one of the following methods to check the status of the network connection, depending on your model:
    • Touch the Wireless icon ( ) on the home screen of the product control panel.
    • Press the Wireless button ( ) on the product control panel.
    • Print a Wireless Network Test Report from the Wireless Settings menu.
  5. Note your IP address, and then complete one of the following actions:
    • If the product is connected with a valid IP address of 192.168.1.XXX , install the HP product software, and then start using the product over the wireless network.
    • If the product is connected with an invalid IP address of 169.254.XXX.XXX , skip to the step to Configure the Verizon FiOS Actiontec Router in this document.
    • If the product is not connected , continue with these steps.
  6. Press the Power button ( ) to turn off the HP product.
  7. Wait 30 seconds, and then press the Power button ( ) to turn on the product.
    If the product does not automatically connect to the Actiontec router, continue to the next step.

Step two: Download and run an automated tool to help resolve the issue

The HP Print and Scan Doctor tool helps to identify and fix common problems when installing or using HP products on your wireless network.
Follow these steps to download and install the HP Print and Scan Doctor on your computer.
NOTE:The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.
  1. Make sure your computer meets the system requirements, and then click Download .
  2. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
  3. In the Security Warning dialog box, click Run .
  4. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
  5. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 2: Example list of HP printers found by the tool
    Image: Example list of HP printers found by the tool
Follow these steps to connect your HP product to an Actiontec router (other than Rev. D).

Step one: Verify the issue

To confirm the issue, determine if your HP product has an incorrect IP address.
  1. View and write down the product IP address using one of the following methods:
    • Touch the Wireless icon ( ) on the home screen of the product control panel.
    • Press the Wireless button ( ) on the product control panel.
    • Print a Wireless Network Test Report from the Wireless Settings menu.
  2. Compare your product's IP address to the following examples:
    • Incorrect: 169.254.XXX.XXX (where XXX represents a unique number for your product)
    • Correct: 192.168.1.XXX (where XXX represents a unique number for your product)
  3. Depending on the IP address, choose the next step:
    • If your HP product has an incorrect IP address , skip to the Configure the Verizon FiOS Actiontec Router section in this document.
    • If your HP product has the correct IP address , you do not need to use the solutions in this document. Instead, click the plus sign ( ), and then follow the steps to use the HP Print and Scan Doctor (Microsoft Windows only) to troubleshoot the network connection.
The HP Print and Scan Doctor tool helps to identify and fix common problems when installing or using HP products on your wireless network.
Follow these steps to download and install the HP Print and Scan Doctor on your computer.
NOTE:The HP Print and Scan Doctor might not be available for all HP printers, particularly older products. It is available for most products, however, and in most languages.This tool is available only for Windows operating systems. The tool is not available for Mac OS operating systems.
  1. Make sure your computer meets the system requirements, and then click Download .
  2. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
  3. In the Security Warning dialog box, click Run .
  4. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
  5. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 3: Example list of HP printers found by the tool
    Image: Example list of HP printers found by the tool
When the welcome window displays, click Start . The software detects your network settings and the product IP address.

Step two: Configure the Verizon FiOS Actiontec router

Click the plus sign ( ) next to your preferred network security standard, and then follow the steps to configure your network’s security encryption.
To learn more, click the plus sign ( ) next to Help Me Decide .
    When choosing your wireless network security method, consider the following facts.
    • WPA/WPA2 provides better protection for your network by using shared keys that change.
    • WEP encryption does provide some protection for your network, but is considered vulnerable to attacks due to the use of a static encryption key.
    • WEP encryption may support older network devices that are not compatible with WPA/WPA2 encryption. If you use WPA/WPA2, make sure that all devices on your network are compatible.
Use this method to set your wireless network’s security encryption to Wi-Fi Protected Access (WPA)
A wireless network security standard developed to provide a migration from WEP.
or WPA2 . If you are not currently using WPA or WPA2 encryption, you also need to re-configure the other devices that are currently connected to your wireless network.
If you currently use a WEP connection and would like to keep it, skip to the method to copy the existing WEP encryption key.
  1. Open a new browser window (for example, Internet Explorer).
  2. Open the Verizon router configuration tool.
    Type the IP address 192.168.1.1 into the address bar of your web browser, and then press Enter .
  3. Type your User Name and Password , and then click OK .
    • If you do not know , type admin for the User Name. For the Password, type the router serial number (located on the bottom of your Actiontec router), and then click OK .
      If you need assistance with the login, contact Verizon Customer Service.
    After you successfully log in, the Verizon main window opens.
  4. Click Wireless Settings .
  5. Click Advanced Security Settings .
  6. Click either the WPA or WPA2 button. WPA2 is an improved version of WPA encryption.
  7. In the Authentication Method drop-down list, click Pre-Shared Key .
  8. In the Pre-Shared Key text box, type a new password for connecting to your wireless network. The password must be at least eight characters.
  9. In the Pre-Shared Key drop-down list, click ASCII .
  10. Select one of the following options based on the encryption:
    • If WPA encryption , select TKIP and AES .
    • If WPA2 encryption , select AES .
  11. Leave the Group Key Update Interval at 3600 seconds.
    Figure 4: WPA Advanced Security Settings
    Image of WPA Advanced Security Settings
  12. Click Apply to save the settings.
  13. Close the browser window.
  14. Run the Wireless Setup Wizard from the product control panel. When prompted, enter your new WPA or WPA2 password.
    Make sure that the product IP address uses the following format: 192.168.1.XXX (where XXX is a unique number for your HP product).
  15. Install the HP product software, if you have not installed it.
  16. Configure your other wireless network devices with the new WPA password. See the setup instructions or contact technical support for the other network devices.
Use this method to keep your current WEP setup. Copy the existing encryption key to keys 2, 3, and 4. There is no need to reconfigure your existing network devices, because the existing key does not change.
  1. Open a new browser window (for example, Internet Explorer).
  2. Open the Verizon router configuration tool.
    Type the IP address 192.168.1.1 into the address bar of your web browser, and then press Enter .
  3. Type your User Name and Password , and then click OK .
    • If you do not know , type admin for the User Name. For the Password, type the router serial number (located on the bottom of your Actiontec router). Click OK .
      If you need assistance with the login, contact Verizon Customer Service.
    After you successfully log in, the Verizon main window opens.
  4. Click Wireless Settings .
  5. Click Advanced Security Settings .
  6. Click the WEP button.
  7. In the WEP Mode field, select WEP Only .
  8. In the Network Authentication field, select Open System Authentication .
  9. In the Encryption Key fields, copy the number for Key 1 into the boxes for keys 2, 3, and 4. The encryption key must be ten digits.
  10. Leave the Entry Method fields as Hex for all of the keys.
  11. Leave the Key Length field as 64/40 bit for all of the keys.
  12. Make sure that your WEP settings are correct by comparing them to this image. Note that your Encryption Keys will be different.
    Figure 5: WEP Advanced Security Settings
    Image of WEP Advanced Security Settings
  13. Click Apply to save the settings.
  14. Close the browser window.
  15. Determine your HP product’s IP address using one of the following methods:
    • Touch the Wireless icon ( ) on the home screen of the product control panel.
    • Press the Wireless button ( ) on the product control panel.
    • Print a Wireless Network Test Report from the Wireless Settings menu.
  16. Compare your product's IP address to these incorrect and correct examples:
    • Incorrect: 169.254.XXX.XXX (where XXX represents a unique number for your product)
    • Correct: 192.168.1.XXX (where XXX represents a unique number for your product)
  17. Depending on the IP address, choose the next step:
    • If your HP product has an incorrect IP address , run the Wireless Setup Wizard from the product control panel. When prompted, enter your WEP encryption key.
    • If your HP product has the correct IP address , install the HP product software, and then connect the HP product to the network during the installation.
    • If your HP product has the correct IP address and you have already installed the HP product software , connect the product to the wireless network.
      Click the plus sign ( ) next to your operating system for more information:
        Click Start , click All Programs , click HP , click your product name, click Setup and Software , and then click Connect a new printer .
        Click the Windows icon ( ), click All Programs , click HP , click your product name, click Setup and Software , and then click Connect a new printer .
        Click the Windows icon ( ), click All Programs , click HP , click your product name, click Setup and Software , and then click Connect a new printer .

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