Hi, I am writing here on behalf of a client of mine who I have been trying to help for over a month without success. My client has a Surfbeam 2 modem (I think) with an Aria router. We have been trying to set up a new HP SmartTank printer for them (two different models), and struggle quite a bit with getting the printers onto the Aria networks first. When we do eventually get the printers connected to WiFi, they produce IP addresses that fail to load when put into a web browser. So, the printers connect to WiFi, generate IP addresses, but then cannot be seen by any computer or phone. We tried hardwiring the printers to the Aria - same issue. I did try unplugging the Aria and moving the modem out of bridge mode, and had some success there (short lived - the modem and router were both replaced by a Viasat tech shortly after, and after being connected to the replacement Aria router, the printer produced endless wingdings printouts and burnt out the paper roller). I can take the new Aria out of the setup again, but, my client is paying for higher speeds than the modem alone can provide, so it seems unfair to have them rely only on the modem. After consulting with the printer manufacturer, we’ve determined that the problem is with the Aria router. This determination is supported by one of the printers we tried using working seemingly fine with just the modem when the Aria was unplugged. Again, though, the Aria is there to accommodate speeds my client is paying for. My client has physical limitations, so directing them to unplug the Aria when trying to use the printer and then plugging back in is not possible. Desperately needing help from a higher power here - please advise! I can provide the full service address privately if needed, but for now can state that the service zip code is 14103.
if possible, could you access the router page and check if the SSID auth mode is set to WPA-PSK? If it is not, please try changing it and verify if that helps with the printer situation. According to my research, this solves most issues with Hitron routers and wireless devices. If it is already in WPA-PSK mode or if after changing it to that mode it doesn’t work, let me know and I can try to escalate the issue in order to dig deeper with the internal team.
I will be out there again at the end of next week, so I will look then! I did try to access the router webpage yesterday, and was blocked out first because of an incorrect password, but then with a “connection problem” error at the bottom of the login page - not sure if I actually had the password incorrect or if it was something else going on. If you have any words of advice on what I can do to make sure I am able to get in next week, I’d love to hear! (If not, I’ll just go my usual routes of troubleshooting.)
By the way, I adore the forum you have here. I wish other ISPs in my area would do something like this. While calling and talking with someone on a phone can feel more time efficient, it often doesn’t yield useful information, and certainly does not provide insights into other user experiences with the system. I’ve been reading other user posts for the past few months just for the sake of learning, and finally made an account to ask my own question. It’s invaluable to me as a field computer technician to be able to talk directly with technicians in other companies.