Markvision Enterprise: Preliminary wired or wireless network troubleshooting for printer not communicating on the network

Issue description

One of the following network-related situations is observed:

• When attempting to print, a Communication Not Available message is received or
• Document Failed to Print message or
• no message or
• any other communication-related error message or
• no printer or MFP response.

Where to begin

It is important to differentiate between communication failure and print failure.

Network communication diagnosis

Before you begin:

• It is recommended that you first perform the 'preliminary tests'.
• Make sure that the ethernet cable is fully seated into the RJ45 ethernet port on the back of the printer.
• Confirm that the network cable is not damaged.
• Confirm that the network cable connector is not damaged.
• Confirm that the link LED is illuminated. If not, change the network cable or try a different access port on the switch, router, wall, or hub.
• If connected to the network using the 802.11b/g/n wireless network adapter, verify that other wireless clients are communicating on the same network or SSID.
• Confirm that the printer is not displaying a 97x or 54 Std. or Network 1 error code. If it is, please contact Lexmark Technical Support.

Advanced users should answer the following questions:

• Does the network cable length conform specification for the type of network serviced?
• Does the network signal suffer attenuation or signal loss?
• Does this communication problem occur during peak hours? Oversaturation of network traffic is a possibility.
• Is the switch access port forced to a specific speed and duplex speed, such as 10 Mbps half duplex?

Note:  Autonegotiate (AutoN) requires that both devices be set to auto.

I. Preliminary Communication Tests

• Topic 1: Network Settings Page "Status"
• Print the network settings page for your printer and check the Status value. Please reference the User Guide for instructions that can be found on the driver CD, or visit Lexmark Publications to download the latest version.

If the Status value displays...	Then...	And then...
Connected	continue your diagnosis with Topic 2 and the remaining topics as necessary.	go back to the top of the article and consider the Where to begin suggestions again.
Not Connected	see Before you begin just above this table and start your diagnosis at Topic 8.	connect the printer to a known working network cable or network access port.

• Topic 2: Ping test
• Click here to view instructions.
• Topic 3: Printer web page access


1. Open a web browser session to access it.



2. Type http://printer_IP_address, where printer_IP_address is the TCP/IP address of the printer or MFP. This value is located on the network settings page located under TCP/IP.



3. Verify that you can access different sections of the printer or print server's embedded web server.

• Topic 4: Telnet test
• Click here to view instructions.
• Topic 5: Send print file via FTP

Note:  The article title in the sample references the Lexmark C500n, but the procedure is almost identical for all printers.

II. Other factors that can prevent network printer/MFP function or communication

• Topic 6: PrinterTCP/IP Port Access
• Printers and MFPs require specific TCP/IP port numbers for certain network-related product features. For example, telnet requires port 9000.
• Suggestion:


1. Access the printer web page (embedded web server).



2. Click Links and Index.



3. Click TCP/IP Port Access.



4. Enable ports if necessary.



5. Click Submit.

• Topic 7: Restricted Server List
• The Restricted Server List limits network printer access to clients whose IP addresses are entered into it (up to 10 clients are possible). One address entered into this list is all that is required to deny printer network communication to an entire workgroup.


1. Try to find the IP address causing the issue by opening a web browser session. To do this, type http://printer_IP_address, where printer_IP_address is the TCP/IP address of the printer or MFP. Repeat this procedure from multiple clients if necessary.



2. Identify the TCP/IP address of the client machine. Click Settings > Network/Ports > TCP/IP > Restricted Server List. Remove the IP address and click Submit.

   Note:  RSL can also be configured from a telnet session, UNC, or MVP device policy with products released after 2003.

• Topic 8: Network Speed and Duplex Settings
• Inconsistent or absent network communication can arise if autonegotiate (AutoN) is turned off or forced to a specific speed on a switch. This setting for network speed and duplex setting can even be configured for an individual network access port. The printer default setting is Auto. If inconsistent network communication is a problem, please contact Lexmark Technical Support.

Note:  This setting is found in the printer SE Menu under MAC > Set Card Speed for those network administrators who know how to access this menu.

• Topic 9: Network Card Hardware Error
• Again, confirm that the printer is not displaying a 976, 977 or 54 Std. or 54 Network # error code.
• Suggestion: Power the printer off and on. If the error persists, please contact Lexmark Technical Support.

III. Wireless Topics

• Topic 10: Wireless Signal Strength Issue
• Variables affecting wireless signal strength which can affect the ability to print include:
• Distance between wireless router/access point and MarkNet print server.
• Obstructions causing decreased signal strength. See Topic 8.
• Other electronic devices and neighboring wireless networks which emit radio frequency (RF), e.g. microwaves, cordless phones, baby monitors.
• Obstructive placement of the print server, e.g. behind or underneath furniture.
• Variables affecting wireless signal strength which can affect the ability to print include:
• What to do
• Print the network settings page and observe the Bitrate value. Lower values indicate a weaker signal, leading to a greater likelihood of print server failure or a reduction in performance.
• Data Rate Selection Values:

802.11b	802.11g
1,2,5.5,11 Mbps	6,9, 12,15,24,36,48,54 Mbps

• Reposition the access point.
• Reposition the print server antenna.
• Temporarily turn off other devices that emit RF.
• Adjust access point antennas.
• Consider the purchase of high-gain antennas for the router.
• Consider the purchase of a wireless repeater or range extender.
• Reposition possible obstructions.
• Find out if the router supports a radio power throttling and if a more powerful radio setting is available.
• See Topic 12 for additional suggestions.

• Topic 11: Authentication and Association
• The following is a brief overview of some possible scenarios that can occur after successful configuration (authentication and association) between the printer's wireless (80211b/g/n) print server and the wireless router or access point.
• These possibilities include any of the following:
• The printer wireless network adapter has not completed the process of authenticating or associating with the wireless router's AP. Suggestion: Wait for a moment to see is this process completes.

Note:  You can run the Wireless Setup Utility to re-establish communication with the wireless router/AP.

• A change to Draft-N only mode running in 5GHz only mode. Suggestion: Lexmark wireless adapters support Draft-N in the 2.4Ghz band only. See the router documentation or embedded web server for more information.
• The printer is associating with the wrong network or network name (SSID). Suggestion: Make sure that neighboring networks are not using the same network name (SSID).
• An Auto IP address of 169.254.#.# indicates that we authenticated with the AP, but the wireless print server was unable to obtain a DHCP administered address from the router. Wait for a moment, rerun the Wireless Setup Utility if necessary, or check the router's DHCP settings to verify that the router is running in router mode.
• A security certificate issue. See your network administrator if the extensible authentication protocol (EAP) is being implemented. (This is also known as WPA2 Enterprise security.)
• Make sure you can ping the router's IP address or the IP gateway.
• Topic 12: Multipath or RF Interference Issue
• All forms of multipath and RF interference can affect the success of a wireless print request.
• Examples of multipath obstructions:
• Reflection - for example, the earth's surface, buildings, walls, mirrors, shiny metal surfaces
• Refraction - for example, cold air, a glass pane
• Scattering - for example, any rough surface causing multiple reflections or scattering of RF waves.
• RF Shadow - for example, space behind point or points of diffraction that cause dead space. The print server will not work in these areas.
• Diffraction - for example, the bending of RF waves around an obstruction, such as a door.
• Absorption - for example, air, water, plants, animals, concrete
• See this illustration.
• RF Interference examples:
• Microwave ovens
• 2.4GHz spread spectrum cordless phones
• Baby monitors
• Sunlight
• Elevators
• Neighboring wireless networks
• Any device that uses spread spectrum radio frequency.
• What to do
• Follow the suggestions in Topic 10: Wireless Signal Strength.
• Change the subchannel on your cordless phone if this feature is available. Alternatively, consider the purchase of a 5GHz+ range phone. Consult the Phone Owner's Guide for more information.
• Change the channel on the wireless router/AP.
• Consider the replacement of any device that creates all-band interference, such as microwave ovens.
• Alter environmental conditions such as bright sunlight.
• If applicable, reduce radio power in congested areas if the router has this reduction feature.
• Raise radio power level if the router has this capability and the printer is suffering from low signal quality.
• Topic 13: Other Issues
• Other possible causes of printing failure include:
• Firewall issues preventing communication
• Suggestions:
• Make sure you always click Allow when a Lxk... process or similar process is required.
• Obtain a list of ports and affiliated processes that Lexmark printers or MFPs use.
• Check to remove the application quarantine or blocked list within the firewall application.
• Workplace VPNs (Virtual Private Networks) are preventing communication.
• Suggestion: VPN tunneling may be required for successful communication to the printer.
• MAC filtering may have been initiated on the router.
• Suggestion: Obtain the printer's MAC (UAA) address from the network settings page, and then verify that this value is entered into the MAC inclusions or ALLOW list within the router's configuration utility, web page, or other.
• Document formatting
• Driver settings
• Application-specific issues relating to the application's Printer Setup
• USB connection problem if locally attached to a PC or Mac
• Firewall issues preventing communication
• Topic 14: Last Resort Solution
• If you have tried all of the above suggestions without resolving the issue, reboot your computer and try printing again.
• If the issue persists, try resetting the printer's network adapter and re‑configuring the printer using the Wireless Setup Utility.

Note:  You can connect the print server via USB cable to the client or host computer and you must know the network name (SSID) of your network, the encryption method, and the security/network key or passphrase.

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