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SBG6900-AC (v1.5.x): Printer Wi-Fi Connectivity Workaround

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Information

Article Number	000023922

Title	SBG6900-AC (v1.5.x): Printer Wi-Fi Connectivity Workaround

URL Name	SBG6900-AC-v1-5-x-Printer-Wi-Fi-Connectivity-Workaround

Summary	SBG6900-AC (v1.5.x): Printer Wi-Fi Connectivity Workaround

Validation Status	Ready for Review

Keywords

SBG6900-AC, inactivity, wi-fi, printer, connection, troubleshoot, surfboard, gateway, sleep mode, workaround, guest wi-fi network, HP,

Question

What is the workaround for my Wi-Fi printer that looses Wi-Fi connectivity after it awakes from sleep mode?

Answer

Wi-Fi printer(s) may lose the Wi-Fi connection after going into sleep mode with some period of inactivity. Although the printer was working normally after installation, it cannot successfully reconnect to a secure Wi-Fi network after coming out of sleep mode and is activated for use. The cause for the loss of connectivity has been isolated to an incompatibility issue with some Wi-Fi printers and how they maintain a secure Wi-Fi network connected to the Wi-Fi Gateway.

Power cycling or resetting the Wi-Fi printer will usually solve the problem and needs to be performed each time the Wi-Fi printer awakes from sleep mode. If the power cycle doesn't resolve the issue, use the following workaround. The workaround consists of creating an open Guest Wi-Fi Network with a MAC address filter in the SBG6900-AC to allow connection only for the Wi-Fi printer.

Requirement
The Wi-Fi client's MAC Address is required for MAC Address Control setup. It can be found in the SBG6900-AC Web Manager or in the client device's network information.

This document contains the following workaround that should be followed in sequence:

Create Open Guest Wi-Fi Network
Capture Wi-Fi Printer MAC Address
MAC Address Control Setup

Create Open Guest Wi-Fi Network

Launch a Firefox or Safari browser. Enter http://192.168.0.1 into the address box, and press the Enter key.

NOTE: A browser message on Chrome, Edge, Firefox, and Opera, may appear when accessing the Web Manager. The message includes 192.168.01 uses an unsupported protocol and ERR_SSL_VERSION_OR_CIPHER_MISMATCH. The Web Manager uses an earlier version of the TLS protocol and does not match the version allowed by the web browser. Safari browsers on Apple PC and mobile devices are not impacted. The workaround to access the Web Manager with a PC is to use the Firefox browser and set the TLS version to 1. For workaround instructions refer to article # 19435 - 192.168.0.1 uses an unsupported protocol.
A security or private risk alert may appear on the web browser advising users to proceed with caution when accessing the Web Manager. There is no risk in proceeding to the Web Manager. For instructions to bypass the alert screen, refer to article # 18181 - Alert Message for Web Manager Access.
On the Login page, enter admin or a customized username in the Username field.
Enter password or a customized password in the Password field.

NOTE: On later versions of the SBG6900-AC, the Wi-Fi Security Key is used as the default admin password printed on the bottom white label. For assistance with Web Manager Access, refer to article # 18753 – SBG6900-AC: Web Manager Access.
Click the Login button. The Home page will appear.
Move the mouse cursor over the Wireless tab and select Guest Network Settings from the drop-down submenu. The Wireless - Guest Network Settings page will appear.
On the Wireless - Guest Network page, click the Guest Network drop-down menu and select Enabled.
Enter a desired name for the SSID in the Guest Network Name (SSID) field.
Click the IP Network drop-down menu and select LAN.
Click the Wireless Security drop-down menu and select Unencrypted.
Click the Apply button.
Configure the printer to connect to the new SSID of the Guest Wi-Fi network.
Resume to the next section to capture the printer's MAC address and set up MAC Access Control to restrict the Guest Wi-Fi network to only allow connection for the Wi-Fi printer.

Capture Wi-Fi Printer MAC Address

Move the mouse cursor over the Basic tab and select DHCP from the drop-down submenu. The Basic - DHCP page will appear.
On the Basic - DHCP page, locate and copy the printer's MAC Address under the Client List section to use for MAC Address Control setup.

NOTE: The printer's MAC address can also be found in the printer's setting menu.

MAC Address Control Setup

Move the mouse cursor over the Wireless tab and select Access Control from the drop-down submenu. The Wireless - Access Control page will appear.
On the Wireless - Access Control page, click the Selected Network drop-down menu and select the new Guest Network SSID that was just created.
Click the MAC Restrict Mode drop-down menu and select Allow.
Enter the printer's Wi-Fi MAC Address into the MAC Address List field.

NOTE: The MAC address must be entered in this format xx:xx:xx:xx:xx:xx.
Click the Apply button.
Run a print test on the printer to confirm the Wi-Fi connection.