Computer Tech Assistance Needed

[IngridN]

Help...I'm at wits end, having spent a good 8 hrs on the phone with AT&T (modem/router assistance), Apple and HP (printer). The printer is still not working properly. Basically, I have to go through the setup wizard each time I turn on the printer...it doesn't seem to want to remember the 2Wire Wireless Network Key #. Once I do that, it will print for that session, however, I have to go through the same process the next time I turn on the printer. And to make matters worse, the keypad on the printer seems to be 'off' in that it has difficulty accepting the numbers I enter.

The printer was purchased last Christmas and the Mac 2 months ago. The problems began when I had to upgrade my 8 yrs or so old WEP modem/router to a WPA one for compatibility with my new MacBook Pro. I got everything working except the printer. HP says it has done all it can as I am able to print without problems when it is connected wirelessly directly to my Mac, by-passing the modem and I tend to agree with them. They gave me some settings to check with AT&T/2Wire. One of the settings was OK, the other had to be changed, however, the printer is still not working properly through the modem and the AT&T tech guy was stumped. He transfered me to their Tier 3 support network. Goody...someone who knows what they are doing. Except they expect me to pay them $$$ now. This is beyond belief, haven't they heard of a warranty?

Then I had the bright idea to connect the freebie printer I got when I bought the Mac to see if I had issues with that...wouldn't you know it, it's not compatible with Lion. That printer doesn't have the ability to handle the setup process through it's own keypad, but only through the software CD which is not compatible.

Any thoughts other than to dump AT&T for Comcast .

Ingrid

 

[zinger1457]

Sounds to me like it's a printer problem if the printer can't keep it's wireless settings. I don't have an HP printer but with my wireless printer, after I input the SSID and WPA key, I have to save the configuration in the printer setup or else I would have the same problem you're having. I would try HP again, maybe you'll get a tech that's more helpful.

 

[Talent312]

A quick+dirty solution might be to hard-wire your printer to your router,
and install the printer on each 'puter. That's how our home-net is set up.

You may want to get a better printer. HP printers are notorious ink hogs.
HP almost gives away printers 'cuz they make their $$ off the ink.
Check out Lexmark or Kodak which have ink-saving models.

Another thing I'd do is dump the 2Wire router that AT&T gave you.
It has a rep as a crappy, cheaply-made router prone to reliability issues.
Invest in a decent DSL-gateway/router from Netgear, D-Link or Linksys.

 

[timeos2]

I thought Mac's were problem free and virus/malware "safe" (they are not - see this article).

Another myth shattered.

 

[Ken555]

I thought Mac's were problem free and virus/malware "safe" (they are not - see this article).

Another myth shattered.

Couldn't resist, eh? Too bad you didn't read the details... The problem is with the HP printer not staying on the wireless network, not the Mac.

 

[timeos2]

Couldn't resist, eh? Too bad you didn't read the details... The problem is with the HP printer not staying on the wireless network, not the Mac.

I read that but it is a known compatibility issue with the MAC & the wireless security key(s), not the router. Much like Microsoft Apple is quick to blame hardware when in fact the issues are with their products. The printer was/is working with other hardware but the MAC wants things it's way or no go. PC's can have the same issue but usually have a patch or upgrade to fix it if the hardware supports it. MAC hardware supposedly has support for multiple security types but has had problems with many for years now. That is an Apple problem not the routers.

Apple is a fine environment but far more controlled than Windows. Unfortunately Apple zealots want to think that the extra price they pay for basically the same hardware that runs pc's makes the product somehow immune from problems. It is less problem prone because it is far more limited by Apple control but not at all any safer than any other if it is targeted for attack. It has been such a tiny fraction of the market in the past that the bad guys didn't find it worth any effort. As the base expands either with computers or other devices the chances of attacks increase. The recent attack shows what has always been known - every OS can be compromised and none are natively immune.

They may be simplified but that doesn't make them safe or superior just different.

 

[IngridN]

A quick+dirty solution might be to hard-wire your printer to your router,
and install the printer on each 'puter. That's how our home-net is set up.

You may want to get a better printer. HP printers are notorious ink hogs.
HP almost gives away printers 'cuz they make their $$ off the ink.
Check out Lexmark or Kodak which have ink-saving models.

Another thing I'd do is dump the 2Wire router that AT&T gave you.
It has a rep as a crappy, cheaply-made router prone to reliability issues.
Invest in a decent DSL-gateway/router from Netgear, D-Link or Linksys.

The next printer will be a non-HP. My old HP printer was a print hog, but nothing like this new one. If my problem doesn't get resolved and I have to go through the setup wizard each time and with the touchiness of the printer keypad, I will buy another non-HP printer.

As to the modem/router, I actually had to buy one...AT&T doesn't supply it free and that's why I am so annoyed by the fact that AT&T now wants $ to provide tech support, well within the 'normal' 30 day warranty period of most products . I had heard that 2Wire was a cheapo product, but thought I'd be safer with that in that AT&T would provide support as my phone & DSL service is also with them. In fact, AT&T even mentioned that if I were to go the route of a non-AT&T product, they would not provide tech service, as if they were providing it now :hysterical: . Now that I know they want to be paid for it, I will go elsewhere. Thank you much for the product suggestions, both for printer and modem/router.

During HP's call-back this morning, they discovered that AT&T's network settings are for a guest network, rather than a home network based on the IP address numbers. I only have a home network setup, not a guest network.

Back to AT&T one last time. HP has set up a call back for tomorrow morning.

Ingrid

 

[IngridN]

I read that but it is a known compatibility issue with the MAC & the wireless security key(s), not the router. Much like Microsoft Apple is quick to blame hardware when in fact the issues are with their products. The printer was/is working with other hardware but the MAC wants things it's way or no go. PC's can have the same issue but usually have a patch or upgrade to fix it if the hardware supports it. MAC hardware supposedly has support for multiple security types but has had problems with many for years now. That is an Apple problem not the routers.

Apple is a fine environment but far more controlled than Windows. Unfortunately Apple zealots want to think that the extra price they pay for basically the same hardware that runs pc's makes the product somehow immune from problems. It is less problem prone because it is far more limited by Apple control but not at all any safer than any other if it is targeted for attack. It has been such a tiny fraction of the market in the past that the bad guys didn't find it worth any effort. As the base expands either with computers or other devices the chances of attacks increase. The recent attack shows what has always been known - every OS can be compromised and none are natively immune.

They may be simplified but that doesn't make them safe or superior just different.

I beg to differ to your comment (red above) as I have had absolutely no problems printing these last 2 months. The problem is since the AT&T modem/router had to be updated to WPA from the old WEP. Also, setting up a direct wireless connection between the Mac and the HP results in printing without a problem. I'm not a techie and will readily admit to not knowing what I'm talking about , but based on the hours and hours of phone time with all 3 providers, I really do believe it is an AT&T 2Wire issue and not a printer or Mac issue.

The HP techie and I tried to wirelessly connect the 2nd HP printer. Software was downloaded, however, the wireless connection setup totally failed. Another data point that seems to point to AT&T's 2Wire.

Ingrid

 

[Ken555]

I read that but it is a known compatibility issue with the MAC & the wireless security key(s), not the router. Much like Microsoft Apple is quick to blame hardware when in fact the issues are with their products. The printer was/is working with other hardware but the MAC wants things it's way or no go. PC's can have the same issue but usually have a patch or upgrade to fix it if the hardware supports it. MAC hardware supposedly has support for multiple security types but has had problems with many for years now. That is an Apple problem not the routers.

Apple is a fine environment but far more controlled than Windows. Unfortunately Apple zealots want to think that the extra price they pay for basically the same hardware that runs pc's makes the product somehow immune from problems. It is less problem prone because it is far more limited by Apple control but not at all any safer than any other if it is targeted for attack. It has been such a tiny fraction of the market in the past that the bad guys didn't find it worth any effort. As the base expands either with computers or other devices the chances of attacks increase. The recent attack shows what has always been known - every OS can be compromised and none are natively immune.

They may be simplified but that doesn't make them safe or superior just different.

John,

Clearly you have a strong position on this topic. I respect that. What I don't respect is your constant twisting of many Mac related posts on TUG into an anti-Mac discussion.

That Macs will be compromised is a fact, at some point. However, their inherent strength, as compared to Windows, is that OS X is based on Unix and not DOS. I'm not sure why you continue to repeat the position that Mac users are "zealots" when not stating the same for other platforms. Windows users, by and large, feel strongly for their platform for many reasons (for some, just because it's not Mac is good enough for them) and Linux users for the open source environment they advocate. I use Mac, Windows, and Linux (I have many, many Linux servers and they are great at what they do, but I do not support their use as a replacement for the average user...yet).

I don't know what's wrong with Ingrid's printer, but it seems - based on her posts - that the HP printer can't retain the wireless connection to the AT&T network. Fwiw, I rarely see those AT&T wireless units these days as we routinely add separate inexpensive wireless access points that are more configurable and supportable, and only use the AT&T device as a router. But, that's an added expense which some don't want to pay. In any case, blaming the Mac for this problem or any other issue that the Mac may, or may not, have at this time is completely unrelated to this thread.

'nuf said.

Ken

 

[pjrose]

Consider a Canon printer or multifunction

The next printer will be a non-HP. My old HP printer was a print hog, but nothing like this new one. If my problem doesn't get resolved and I have to go through the setup wizard each time and with the touchiness of the printer keypad, I will buy another non-HP printer.

I am very happy with my Canon multifunction MP-560. It's at least three years old, so probably has been replaced with a somewhat different model. It works wirelessly with multiple Macs using a Cable modem and Airport (could have used a wireless router instead of Airport). What I liked the best is that

1) when we first plugged everything in all the parts found each other with no complicated setup and

2) I have occasionally called Canon's tech support when we've had issues with scanning (i.e. putting in a second airport so the path between computer, airport(s), and router changed), and even out of warranty the tech support was about the best I've ever gotten - completely clear and helpful. The recording will say that if it's out of warranty there may be a $9.95 charge (or something along those lines) but I've called at least twice out of warranty and never been charged.

 

[Talent312]

I am very happy with my Canon multifunction MP-560. It's at least three years old, so probably has been replaced with a somewhat different model...

I had a Canon MFP for about 3 years and was quite happy with it. One day, the print head crapped-out, at random it seems. I found it more economical to replace it with a similar Lexmark. Its XL ink cartridges last longer for me. YMMV. Printers are disposable products these days.

 

[PigsDad]

Printers are disposable products these days.

That, unfortunately, is the sad truth.

Kurt

 

[bogey21]

Printers are disposable products these days.

Agree. I have two "el cheapo" HP printers hooked up to two different computers. I think I have about $65 in the pair. One is almost 6 years old, the other about 3 years old. I buy my cartridges at Rapid Refill where the B&W has about 4 times the ink at a lower price. When one of my printers shoots craps I will just buy another near the bottom of the line.

George

 

[IngridN]

After hours and hours on the phone, I've given up. I just have to put up with the gremlin in the system that does not allow the printer to retain the WPA key and enter it with each print session.

Even before this issue arose, I knew I needed to go the non-HP route or look into refill cartridges. The amount of ink this particular model eats is unbelievable. It's also possible that this unit is defective. Given the prices of printers, it's a no-brainer wrt replacing it. Also, the only way I can print in b&w is in the 'draft' mode which is unacceptable as the print is so light. I'm sure there's another way to select b&w printing, but I haven't found it yet.

Not to get into the Mac vs. PC debate, I do plan to look into Airport, etc. I bought Time Capsule, but have not hooked it up yet. I'm not a techie and don't understand what Airport is, but love the fact that all Mac accessories talk to each other so seamlessly. I was floored when I turned on the Apple brand mouse and just watched it find the Mac...no messing with software, instructions, etc. I realize I am paying for this convenience, however, to me, it is well worth it. DH keeps teasing me about how much more it has cost us going the Mac route, but I just smile and ignore him .

Again, thanks for everyone's input. --Ingrid

 

[Ken555]

Not to get into the Mac vs. PC debate, I do plan to look into Airport, etc. I bought Time Capsule, but have not hooked it up yet. I'm not a techie and don't understand what Airport is, but love the fact that all Mac accessories talk to each other so seamlessly.

Don't buy a new printer yet!

Since you have a Time Capsule, you have what you need. The Time Capsule offers several features you're likely to use, such as network backup from your Mac, Internet router, and wireless access point. It is an Airport unit in all respects other than the name.

I suggest you install the Time Capsule, connect it to your AT&T unit, disable the AT&T wireless network, enable the wireless network from the Time Capsule, connect your Mac and test it (along with the Time Machine network backup to the Time Capsule). Then, try resetting the HP printer to factory standards and configure it to connect to the Time Capsule wireless network and see if it retains that connection. It may not, since it sounds like a problem with the printer but it might be worth another attempt with the different wireless network.

Let us know how it goes! Good luck!

 

[IngridN]

Don't buy a new printer yet!

Since you have a Time Capsule, you have what you need. The Time Capsule offers several features you're likely to use, such as network backup from your Mac, Internet router, and wireless access point. It is an Airport unit in all respects other than the name.

I suggest you install the Time Capsule, connect it to your AT&T unit, disable the AT&T wireless network, enable the wireless network from the Time Capsule, connect your Mac and test it (along with the Time Machine network backup to the Time Capsule). Then, try resetting the HP printer to factory standards and configure it to connect to the Time Capsule wireless network and see if it retains that connection. It may not, since it sounds like a problem with the printer but it might be worth another attempt with the different wireless network.

Let us know how it goes! Good luck!

Thanks Ken...we had no idea Time Capsule was more than an auto backup system; should have looked at the box . Oh well, $100 down the drain to AT&T. I'll connect it early next week and see what happens. Good thing the Canon all-in-one printer I picked up at Costco this afternoon is still in it's box .

I don't remember if someone posted above or I read it in Costco's mag, but Costco now offers a new service...inkjet cartridge refill service from $7.99 - $9.99 for HP, Canon, Lexmark & Dell printers. Drop your cartridges off at the photo center and pick them up 1 to 1 1/2 hours later.

Ingrid