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DCornell1
1 Copper

V305w printer installation causes wireless connection problems

I had a Dell Photo 926 Printer with a 3300 Wireless Adapter for about 2 years. Many times I would lose printer connectivity. The print job would start on my computer screen and then stop less than 100% and nothing further would happen. I called Dell for support many times. Eventually a technician would find some way to get it working again, only to fail in a week or a month or so. Rebooting sometimes did the trick.  It actually worked fine for about 8 months and I thought my problems were over. However, on Oct 20 I had a recurrence that I could not fix. I tried the online support for two sessions with two different techs and that did not work. I called printer support and the technician could not fix it, either. The technician named Don suggested I buy the new Dell V305w because it has an internal wireless card and does not require the infamous 3300 adapter. He told me to call him and he would set up the computer so that it would work with my 3 Dell computers and my Belkin N router. Don assured me that this woud solve the problem, but that I must not set up the printer myself; I must call him and let him do it because only the printer specialists know how to do this correctly and the other techs would not be able to do it!

The new printer came in a few days and I called to set up an appointment with Don and instead got Satish. Don is not availble but Satish is in the same department and knows how to do it. Satish tried for 2 hours to set up my new printer working remotely on one of my computers. He opened up my router and examined the settings. He tried to install various drivers and set the IP address. He was unable to get the printer to work and eventually gave up. Said he would have someone call me in 2 days. Immediately after he hung up, I found that I had lost internet connectivity for my two computers using the router wirelessly (but not the other computer that was plugged into the router). Both are Dell computers, one vista and one xp. When I open IE, i get an error message "Internet Explorer cannot display the webpage" If I click on "diagnose connection problems" I eventually get to an option that resets the network adapter on the wireless network connection. Then my internet access is restored. Next time I reboot the computer, I have the same problem. Same story on both  Dell computers with wireless connection through my Belkin N router.

In frustration, I tried to install the printer software myself using the CD that came with the printer. A actually somehow got it to work on two computers (one plugged in to router and one with wireless connection to router - have not tried the third). Both computers can send printing to the printer and it actually prints. However, I still have the same problem that when I reboot the computers that have a wireless connection to the router, that I get the "Internet Explorer cannot display the webpage" message and have to go through the same diagnostic procedure to get my internet connection again.

Next, I got my return phone call from the printer support line and this time it was Don. Now Don had changed his story. Don said he could not help me because it was not a printer problem but a router problem. I explained that the problem arose when Satish tried to configure my computer and printer to use the router.  I asked to speak to his supervisor, Michael. Michael said they cannot fix router problems, I should call my ISP. I pointed out that the problem started when Satish tried to install my printer and so I felt they should fix it. Michael said someone would call tomorrow.  My ISP just says this is a problem with Dell for Dell to fix. Besides, they do not support routers.  

Next I get a call from Arjun in Dell printer support, and go through the whole story again. Arjun says this is not a printer problem and so they are not responsible for it. I argue that it was caused by their efforts to install the new printer they advised me to buy. He tells me I must call computer support.

I call computer support and they hear the story and argue that it is not their problem because it involves a printer. I argue some more and they transfer me again. I get Shivani, who says she works on both computers and printers. She takes control of my computer remotely and checks everything, downloads some new drivers, and concludes that she cannot fix the problem. Says I should wait a week and see if it gets better (is this like the flu??). She will call in a week and says she will fix it if it is not better in a week. I don't understand why I need to wait a week or why she thinks she can fix it in a week if she cannot fix it now.

I am really tired of having to explain why Dell should fix this problem. Every technician seems to look for a reason to say it is not their problem. Any ideas how I can fix this problem?

  

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11 Replies
7- Thorium

Re: V305w printer installation causes wireless connection problems

DCornell1,

 

I'm glad I waited until this morning to read your novel.

 

What make and model of printer are you trying to connect to your computer(s). If you could put the make and models of your computer(s) and operating systems(s) as there are a few known issues. I think I can get things working for you.

 

To start, try using these Recommended Wireless Router Settings in your wireless router, I use channel 11.

 

I'll wait to hear from you on what to do next.

 

 

Rick

#DellRockstar

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DCornell1
1 Copper

Re: V305w printer installation causes wireless connection problems

It wasn't a novel, merely a nightmarish short story, which I hope will be over soon. The model of my printer is contained in the title of my post, a V305w. This printer is made by Dell, which I assumed would be apparent to all readers. Sorry not to be clearer. I have several computers suffering with this printer:

1) Dell Inspiron 530 (2 years old and presumably still under my 3-year warranty) and running Vista, unfortunately.

2) Dell Dimension 2400 running XP home edition, 2002

3) Dell Precision 380 running XP professional, 2002 - this one is plugged in to the router and is not using wireless

4) Dell laptop, Lattitude D620 running XP

I have no idea what you mean by using channel 11. The Dell tech supervisor Michael assured me that no Dell tech would EVER change a router setting, so that this could not possibly be the problem. Of course, then I watched a Dell tech open my router by remote control of my computer and change at least one router setting. However, if you have advice about how to solve this problem, I will be most grateful and will attempt to carry it out.

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7- Thorium

Re: V305w printer installation causes wireless connection problems

DCornell1,

 

This might be a little lenghty but it should solve your problem.

 

How to login to your wireless router

 

Update the firmware in your wireless router. Make and model needed, manufacturers website. Many routers sit in a warehouse and become out of date and there are issues that are fixed with the new firmware.

 

I broadcast my SSID. (You might want to change this to make connecting easier)

 

I use WPA-PSK(TKIP) Security (Personal)

 

I use channel 11. channels 1, 6 and 11 work best with wireless adapters.

 

I use mixed mode for my print server and usb adapters.

 

Save and exit. Power off everything for 30 seconds, then power everything back on. Restart your computer and then connect to your new network.

 

 

First, let's make sure your computer has the latest Windows Updates, especially .net framework, needed to run many applications and the latest Java.

Disconnect your printer.

 

Un-install your printer.

 

Restart your computer.

 

Download the proper drivers.

 

XP Drivers


Vista 32-bit Drivers

 

64-bit Drivers

 

 

All other drivers

  

You then want to follow the installation instructions located at...

How Do I Connect a Dell™ Wireless Printer to a Wireless Network


Choose your printer. Beneath your printer, select your operating system. You'll be redirected to another page. Then click on show all steps. It will walk you through the installation process.

 

Go to device manager(right click my computer, left click properties, left click hardware, left click device manager). Click on Network and then right click on your wireless adapter, left click properties, power management. Uncheck the box, allow computer to turn off this device to save power.

 

 

***To install drivers, sometimes the file unzips and does nothing. You have to look for the setup.exe file, right click on it, then left click run as administrator***

Rick

#DellRockstar

What is a Dell Service Tag and how do I locate it? 

Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

Welcome to Dell Community!

#DellWorld 2012

#DellWorld 2015

#DellEMCWorld 2016

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DCornell1
1 Copper

Re: V305w printer installation causes wireless connection problems

Well, I have tried what you suggested and made some progress, but still have a problem with one Dell computer running Vista. 

I replaced the firmware for the router, switched to channel 11 from 6. I already broadcast SSId and use WPA. I did not see a "mixed mode" option and do not know what that is. At this point, I found that one of my Dell computers running XP could now make a wireless connection again. I then installed the Dell printer software from the disk that came with the printer and it worked. Incidentally, my router is Belkin N F5D8233-4, version 1000.  

I also checked a Dell laptop that I do not use for printing but do use for wireless internet access. It now could connect again.

Here is my remaining problem. The Dell Inspiron 530 running Vista is now worse than before. Each time I try to connect to the internet, it says Internet Explorer cannot display the webpage and offers me the option to Diagnose Connection Problems. Clicking on the diagnose connection problems option and choosing to reset the network adapter was previously able to work and got me on the internet, at least until the next time I needed to get on the internet. Now, however, after changing my router system, the Diagnose Connection Problems action either does not work or the internet connect lasts about a minute and then drops.

I tried updating Java. I tried plugging the computer directly into the router and still the same problem. I have rebooted the computer multiple times, as well as the router. My Vista Dell does not seem to be able to connect to the internet or to sustain a connection once one is made. As to downloading the newest Dell drivers, I did this early in the process, before the tech support person worked on my computer and the internet connnection started acting up.

 Any further suggestions?

 

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7- Thorium

Re: V305w printer installation causes wireless connection problems

DCornell1,

 

Mixed mode is used for wireless adapters, printers etc...

 

On the problem computer, try opening Internet Explorer, click on tools, manage add-ons, enable/disable add-ons and disable them all. Close Internet explorer. Wait 30 seconds and then open it again. Can you see anything?

 

You can also try running WinSock XP Fix

 

Your only problem is the Inspiron 530, correct?

 

Tweaks...

 

 

Go to device manager(right click my computer, left click properties, left click hardware, left click device manager)


Go to the USB Controller section and click the + sign.


Go to each USB Root Hub and right click on it, left click properties, left click power management. Uncheck the box, allow computer to turn off this device to save power.


Restart your computer.

--------------------------------------

Go to device manager(right click my computer, left click properties, left click hardware, left click device manager). Click on Network and then right click on your wireless adapter, left click properties, power management. Uncheck the box, allow computer to turn off this device to save power.

 

 

Rick

#DellRockstar

What is a Dell Service Tag and how do I locate it? 

Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

Welcome to Dell Community!

#DellWorld 2012

#DellWorld 2015

#DellEMCWorld 2016

#MicrosoftMVP - Windows Expert-Consumer April 1, 2012 to March 31, 2015

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DCornell1
1 Copper

Re: V305w printer installation causes wireless connection problems

Thanks for your suggestions, something worked and I am now able to access the internet wirelessly and to print to my Dell wireless printer. I am not ready to declare "mission accomplished" yet because my previous problem was that my printer would work for a few weeks or months and then I would lose the abilty to communicate with it from all computers. Time will tell. I also have a new problem with the SM Bus controller, whatever that is.

For future reference, here is what I did and did not do:

I disabled everything in IE. Do I need to enable some of these things? Some of them referred to security and might be important.

I downloaded winsock xp fix but when I tried to open it I got a warning message that it has known compatibility problems with my version of windows. Since I am running Vista and this is labeled XP, I wonder if this is the correct software for me to run? In any case, I did NOT run it.

As you suggested, I went to my device manager. I saw a yellow warning tag by my ethernet controller  - saying driver not installed code 28 and another yellow tag by SM bus controller also saying driver not installed code 28. I clicked on search to find driver from the internet for the ethernet controller and was able to install a new driver and the device is now working. However, I was NOT able to find a driver for the SM Bus controller. What do I need to do about this?

I checked the power management for all 8 USB root hubs and none of them were checked to turn off to save power. They were already all unchecked.

Thanks.

 

 

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7- Thorium

Re: V305w printer installation causes wireless connection problems

DCornell1,

 

If this is a Dell computer, try going to Drivers & Downloads and download the chipset drivers and install them again.

 

You can also download EVEREST Home Edition and then install it. Open Everest, then click on computer, summary. Anything in blue, you can left click on and then click on update drivers. It will take you to the website to download them.

 

 

Rick

#DellRockstar

What is a Dell Service Tag and how do I locate it? 

Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

Welcome to Dell Community!

#DellWorld 2012

#DellWorld 2015

#DellEMCWorld 2016

#MicrosoftMVP - Windows Expert-Consumer April 1, 2012 to March 31, 2015

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DCornell1
1 Copper

Re: V305w printer installation causes wireless connection problems

I did what you suggested and installed new drivers and it seemed to work. For a few days my Dell Inspiron 530 Vista computer was able to connect to my Belkin N router and also my Dell V305w printer. However, suddenly the computer began losing connection to the internet. Various error messages such as "windows cannot connect. Network security key is not correct." And "marked as 'hidden' netowrk is either not in range or the wireless settings on computer do not match settings on network." I can go though the diagnose and repair procedure and eventually get the connection back, but it only lasts a few minutes and fails again.

The other computers in my house are able to connect to this router, so I do not think it is the router that is the problem. The Dell Inspiron computer is not out of range because it is quite close to the router. Since I could not get the wireless connection to work, I tried plugging the computer directly into the router and that seems to work, at least for the past 2 days. I am going to continue just to plug the computer into the router and forget about its so-called wireless capability. However, at this point I have no confidence that any solution will last very long because each fix has turned out to be temporary. This computer has been one problem after another since we first plugged it in.  

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7- Thorium

Re: V305w printer installation causes wireless connection problems

DCornell1,

 

WHAT111

 

A Belkin Wireless N router!!!

 

Is your Belkin Wireless N router a dual band wireless router?

 

Wireless a/b/g use the 2.4gh range.     Wireless N uses the 5.8gh range. If the Belkin N wireless router is not dual band, then the printer will not be able to connect and print. Can't tell you for sure if you need to be connected to the b/g network to be able to print or not.

 

I use these Recommended Wireless Router Settings, yes I broadcast my SSID use WPA-PSK(TKIP) Security(Personal), mixed mode and use channel 11, but I only have a wireless G Linksys router. 

 

 

Rick

#DellRockstar

What is a Dell Service Tag and how do I locate it? 

Original poster, If you have solved your problem, can you please mark the correct thread(s) with your solution. Thanks 

Welcome to Dell Community!

#DellWorld 2012

#DellWorld 2015

#DellEMCWorld 2016

#MicrosoftMVP - Windows Expert-Consumer April 1, 2012 to March 31, 2015

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