Printer has trouble staying online wirelessly

July 2, 2015 at 18:41:52
Specs: Windows 7, 64 bit OS/4 GB
I have a new Dell printer. It appears that it has problems staying online. The Dell rep says the problem is related to my router broadcasting a signal over two different frequencies. One is a 2-something, the other is a 5-something. She believes that if the 5-something is disconnected the problem can be solved because the Dell only operates on the 2.

Does this sound reasonable, and if so, how do I disconnect the 5?

Thanks for any help you can give me.

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July 2, 2015 at 19:23:16
Does your router have wireless dual frequency (2.4Ghz & 5Ghz) ?
If so, check if the SSID and passphrase is different between the 2 wireless entities.

What band/model is your router?

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July 2, 2015 at 20:29:14
Yes, I believe it does have dual frequencies. I also believe the passphrase is the same with both.

My router is an ASUS N66R

message edited by ealvin

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July 2, 2015 at 22:41:50
RT N66R:

See page 22 for wireless configuration. The 2 tabs "2.4" & "5" need to have a different SSID (and passphrase).

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July 3, 2015 at 11:31:45
Thanks so much. I think I can handle this.

How significant is the downside of just using the 2.4 for all of my web activity? The only reason for using it is when I print, which isn't that often. Will I be slowed down much with 2.4, or is it worth the trouble of just logging it to 2.4 when I want to print?

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July 3, 2015 at 12:54:49
I have a similar setup with a Netgear router running 3 connections, 1 at 2.4GHz and 2 at 5Ghz. The computers are able to talk to the printer on a different frequency so you should be ok using both.

What the Dell rep says isn't' right, having two frequencies should not cause disconnect problems. But let's talk about that further, are you saying the printer disconnects on the wireless signal or are you experiencing connection problems between the computers and printers?

One thing I would check is if the router is set up for load balancing. On mine, I can name the two 5GHz channels the same and the router will connect the computer to the channel with less traffic. I'm not sure if yours may be doing that between the two channels but that could cause problems with a printer if it's switching between the two.

message edited by THX 1138

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July 3, 2015 at 15:16:35
Thanks for your reply. In response to your question, "are you saying the printer disconnects on the wireless signal or are you experiencing connection problems between the computers and printers?" I don't have the answer for that. How would I know.

If this helps, recently my wife printed several pages on her notebook. I thought, "great, now I should be able to print something," but it didn't work for my desktop computer.

The problem is that the Dell printer gets stuck and I'm not able to print. In the three times I've spoken with Dell support they've got it working, but shortly thereafter it fails to print and is stuck in que. I've had error messages saying "the printer is offline" or "printing error," without an explanation of what causing the problem.

FYI, I believe that both networks (the 2.4 and 5) have the exact same name, encryption and pass phrase.

Any idea how I check for load balancing and if it's there how might I change it?

Thanks again for your help.

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July 5, 2015 at 12:45:25
If they both have the same name and pass phrase, then it is set up to load balance. The manual for your router will tell you how to change the configuration.

It might help us of you told us what the Dell tech did to fix the issue.

Also, try this test. The next time your computer tells you the printer is offline, have your wife try printing something. If it works, that might indicate a problem within the computer and not the printer.

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