This might be a stupid question,

[Tricky]

Re: This might be a stupid question,

She had before problems with here provider too and they instructed her by phone what to do, so I think they somehow altered the IP-Range.

Maybe the network address has changed from 192.168.0.xxx to 192.168.1.xxx or vice versa.

[techsxge]

Re: This might be a stupid question,

Can you ping the printers? If yes, try and disable windows firewall or your antivirus programm.
If not, cmake sure to set dns and see if you can find printers using their dns name.

EDIT: You realy need to check if you are in a different ip-range as the printers. As long as both are connected with a lan cable it is however very unlikely that you are in a different ip range. You could check for the subnet mask but again, for home-users it is very unlikely that there is anything else than 255.255.255.0 configured.
It might be possibly that the pinters have a old gateway or dns configured though.
I would be willing to help you via teamviewer or anydesk if required. And as long as your Sister speaks german i can also directly offer support.

[Hansoon]

Re: This might be a stupid question,

And as long as your Sister speaks german i can also directly offer support.

Thanks, she speaks 7 languages including English and German, but no need for that. The problem is that the printer is not accessible through LAN because almost sure the provider did a reset of her router, changing by it the network settings. I had set it to 192.168.1.xx now it seems that the provider set it to 192.168.178.xx.

Since the printers still have their 192.168.1.20 and -21 static IP-Addresses, there's no way for me from a distance of 600 km to change that. With TeamViewer, I am able to go into her laptop but as mentioned before the laptop got now via DHCP an IP-Address like 192.168.178.xx (Knowing that here issues could develop I set it to DHCP and did not use the old IP-Address. Now allowing me at least to use TeamViewer for support.)

As a last chance, I remotely hoped that I could use as a backdoor some obscure CMD-Command unknown to me.

For the moment, it seems the only solution to get into the router and change the IP-Range, but this is very risky since if anything goes wrong I have no means to enter her network again with Teamviwer.

Another better option is to send her the user manuals of the printer's highlighting the settings for a factory reset.

Thanks all of you guys for your support.

Hans

[techsxge]

Re: This might be a stupid question,

Thanks, she speaks 7 languages including English and German, but no need for that. The problem is that the printer is not accessible through LAN because almost sure the provider did a reset of her router, changing by it the network settings. I had set it to 192.168.1.xx now it seems that the provider set it to 192.168.178.xx.

Since the printers still have their 192.168.1.20 and -21 static IP-Addresses, there's no way for me from a distance of 600 km to change that. With TeamViewer, I am able to go into her laptop but as mentioned before the laptop got now via DHCP an IP-Address like 192.168.178.xx (Knowing that here issues could develop I set it to DHCP and did not use the old IP-Address. Now allowing me at least to use TeamViewer for support.)

As a last chance, I remotely hoped that I could use as a backdoor some obscure CMD-Command unknown to me.

For the moment, it seems the only solution to get into the router and change the IP-Range, but this is very risky since if anything goes wrong I have no means to enter her network again with Teamviwer.

Another better option is to send her the user manuals of the printer's highlighting the settings for a factory reset.

Thanks all of you guys for your support.

Hans

What printer models are we talking about? Cant you let her take a notebook or connect the lan cabel of her pc and plug it in each printer, then enter web page by ip and let her change it to dhcp? That should not be so hard to do even for non-tech people as you can guide her over the phone.
Changing the network seems too risky and overshooting for this case.

EDIT: Many Printers it is possibly to change ip address in menu too, no need for web-page

[slimslob]

Re: This might be a stupid question,

Since the printers still have their 192.168.1.20 and -21 static IP-Addresses, there's no way for me from a distance of 600 km to change that. With TeamViewer, I am able to go into her laptop but as mentioned before the laptop got now via DHCP an IP-Address like 192.168.178.xx (Knowing that here issues could develop I set it to DHCP and did not use the old IP-Address. Now allowing me at least to use TeamViewer for support.)

Here is one thing to try while connected with TeamViewer:

1. Change subnet mask to 255.255.0.0
2. If you can then access the web page of a printer then either change its IP address or its subnet mask.
3. Or if you can login to the router, change it LAN settings to the old subnet.
4. Have your sister reboot her computer

[tonerhead]

Re: This might be a stupid question,

Here is one thing to try while connected with TeamViewer:

1. Change subnet mask to 255.255.0.0
2. If you can then access the web page of a printer then either change its IP address or its subnet mask.
3. Or if you can login to the router, change it LAN settings to the old subnet.
4. Have your sister reboot her computer

Sorry, I don't think this would work as the subnet of the printers is still likely 255.255.255.0. The only options I see are either to change ip scheme of router or have the ISP do it. Or option 2 is to have the printers reset to dhcp. Or to walk your sister through setting the printers to the current ip scheme from the machine control panel. Personally I would contact ISP and have them do it. It was their mistake, they should fix it. Nothing pisses me off more than when an "IT" company comes in and replaces a router with one that has a different IP scheme and all of a sudden 40-50 people can't print/scan. In those cases I tell the customer to have IT contact me because if I need to make hours of changes, it will be billable.

[Tricky]

Re: This might be a stupid question,

If there is nothing of any importance on one of the printer's, factory reset, it will probably default to dhcp.

[GeneOR95]

Re: This might be a stupid question,

Just a thought. I have Chrome remote desktop installed on both of my laptops. I can access either one from the other regardless of where I am in relation to the other. I can also use it from my Android phone and tablet to access either laptop. It might be possible to walk her through installing it on her computer and then you could access her computer directly and make the settings that are necessary. Worth a try.