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  1. #1
    Service Manager 5,000+ Posts
    Cannot ping the copier

    SalesServiceGuy's Avatar
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    Cannot ping the copier

    The NIC card going into the copier, the data LEds are solid green and flashing yellow. This means there is a good connection to the router and data is being transmitted.

    The IP/Subnet/Gateway on the copier looks good.

    IP 192.168.2.210
    Subnet 255.255.255.0
    Gateway 192.168.2.1

    This is in the range of the PC that I was connected to via TeamViewer via the Command Prompt: //ipconfig /all

    I cannot reach the Web browser.

    Do you think it is a router issue?

    I did try to dynamically get a new IP address but it returned garbage.

  2. #2
    Service Manager 5,000+ Posts
    Cannot ping the copier

    SalesServiceGuy's Avatar
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    Re: Cannot ping the copier

    Microsoft's Copilot responded:

    It is possible that the router is blocking the access to the web browser of the copier. You can try the following steps to troubleshoot the router issue:

    • Check if the router has a firewall or security settings that might prevent the connection to the copier. You can access the router settings by typing its IP address in a web browser on a computer that is connected to the same network as the copier. You may need to enter a username and password to log in to the router. If you are not sure about the routerís IP address, username, or password, you can check the routerís manual or contact the manufacturer for assistance.
    • If the router has a firewall or security settings, try to disable them temporarily or add an exception for the copierís IP address. Then, try to access the web browser of the copier again. If it works, you can re-enable the firewall or security settings and adjust them accordingly to allow the connection to the copier.
    • If the router does not have a firewall or security settings, or disabling them does not solve the problem, you can try to reset the router to its factory default settings. This will erase any custom configurations and restore the router to its original state. To reset the router, you can usually press and hold a small button on the back or bottom of the router for about 10 seconds. The routerís lights will flash and then restart. After the router resets, you will need to reconfigure it according to your network preferences. Then, try to access the web browser of the copier again.

    If none of these steps work, you may need to contact the routerís manufacturer or your internet service provider for further assistance. You can also refer to the following websites for more information on how to troubleshoot print issues in Microsoft Edge1234 or other applications5. I hope this helps.




  3. #3
    Service Manager 5,000+ Posts tsbservice's Avatar
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    Re: Cannot ping the copier

    Can't ping and no web connection sounds like you need to check router security setting/firewall.
    Obviously you can't do that unless they provide you with router password which ain't gonna happen.
    A tree is known by its fruit, a man by his deeds. A good deed is never lost, he who sows courtesy, reaps friendship, and he who plants kindness gathers love.

    Blessed are they who can laugh at themselves, for they shall never cease to be amused.

    I don't reply to private messages from end users.

  4. #4
    Service Manager 5,000+ Posts
    Cannot ping the copier

    copier tech's Avatar
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    Re: Cannot ping the copier

    Quote Originally Posted by SalesServiceGuy View Post
    The NIC card going into the copier, the data LEds are solid green and flashing yellow. This means there is a good connection to the router and data is being transmitted.

    The IP/Subnet/Gateway on the copier looks good.

    IP 192.168.2.210
    Subnet 255.255.255.0
    Gateway 192.168.2.1

    This is in the range of the PC that I was connected to via TeamViewer via the Command Prompt: //ipconfig /all

    I cannot reach the Web browser.

    Do you think it is a router issue?

    I did try to dynamically get a new IP address but it returned garbage.
    What machine is it?

    Turn on SHCP does the printer pull the network details OK?
    Let us eat, drink, and be merry, because tomorrow we may die!

    For all your firmware & service manual needs please visit us at:

    www.copierfirmware.co.uk - www.printerfirmware.co.uk




  5. #5
    Service Manager 10,000+ Posts
    Cannot ping the copier

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    Re: Cannot ping the copier

    Is this a SOHO with one subnet or are we talking multiple VLAN's? It shouldn't be too much of a problem if it's a SOHO. Most likely it would be a firewall setting. Turn off the firewall to check. If it's the later, you need to contact their IT dept.
    Growth is found only in adversity.

  6. #6
    Service Manager 10,000+ Posts
    Cannot ping the copier

    BillyCarpenter's Avatar
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    Re: Cannot ping the copier

    Also, try pinging the router address to make sure you can reach and then ping google or some other known server and see what you get. I suspect that you'll be able to ping the router but not able to ping anything beyond the local network. Have you tried to ping the copier or any other device on the LAN?
    Growth is found only in adversity.

  7. #7
    Retired 10,000+ Posts
    Cannot ping the copier

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    Re: Cannot ping the copier

    Quote Originally Posted by SalesServiceGuy View Post
    The NIC card going into the copier, the data LEds are solid green and flashing yellow. This means there is a good connection to the router and data is being transmitted.

    The IP/Subnet/Gateway on the copier looks good.

    IP 192.168.2.210
    Subnet 255.255.255.0
    Gateway 192.168.2.1

    This is in the range of the PC that I was connected to via TeamViewer via the Command Prompt: //ipconfig /all

    I cannot reach the Web browser.

    Do you think it is a router issue?

    I did try to dynamically get a new IP address but it returned garbage.
    Are you physically at the location of the copier? Otherwise how are you able to know the network settings of the copier? If you're going by the records you keep on the equipment you maintain, someone at the site may have changed them.

  8. #8
    Service Manager 5,000+ Posts
    Cannot ping the copier

    SalesServiceGuy's Avatar
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    Re: Cannot ping the copier

    Quote Originally Posted by slimslob View Post
    Are you physically at the location of the copier? Otherwise how are you able to know the network settings of the copier? If you're going by the records you keep on the equipment you maintain, someone at the site may have changed them.
    I connected to the customer via Teamviewer. I communicated with the customer, a funeral home with a Toshiba e4505AC, via mobile phone to confirm all settings.

    A tech should be onsite this AM. The call came in on Saturday AM.

  9. #9
    Technician
    Cannot ping the copier

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    Re: Cannot ping the copier

    Quote Originally Posted by SalesServiceGuy View Post
    A tech should be onsite this AM. The call came in on Saturday AM.
    The tech should take his laptop to the customer and connect it directly to the machine. If this works, the machine can be ruled out as the cause.

  10. #10
    Service Manager 5,000+ Posts
    Cannot ping the copier

    SalesServiceGuy's Avatar
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    Re: Cannot ping the copier

    Quote Originally Posted by Saturn View Post
    The tech should take his laptop to the customer and connect it directly to the machine. If this works, the machine can be ruled out as the cause.
    Funeral homes have to operate 24 x7. The tech has to travel only a few kms but good idea.

    If this is a router issue and not a copier issue, it is not really covered by a cpc service contract.

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