Forum Thread

Google Cloud Print Error Help

LiquidRetro 12,661 4,824 April 14, 2016 at 06:20 AM
So a couple of years ago I got my grandparents a Chromebook to replace their aging laptop and it's been perfect for them. Also got them a Brother HL-L2340DW wireless printer so they could print. This has cloudprint built in and has worked pretty well for them. We were on an Asus router that I loaded with a build of DD-WRT and has been stable with their Windstream DSL. Well they decided to sign up for Windstream Kinetic which is windstreams new IPTV service. When they signed up a technician came out and replaced everything, cable boxes, router, modem, etc. Of course they didn't know how to put the printer back onto the new network so I did this last night. Easy enough to go through the setup again with my laptop, and get it on to the wireless network. I went to the chromebook removed the current printer and went through the setup process twice. Both times it shows as online and ready.

When I print to it, you get an immediate non descript error in the print que. The only thing I can thing is the new router/modem is blocking the incoming communication enough so that the print can't make it to the printer yet there is enough communication to make the printer appear "Online" to Google's cloud print.

I was on hold for 45 minutes with Windstream to get into the router and look around but was unable to get to it before I had to leave for a meeting.


The Router/Modem is an Arris NVG343BQ
Any other thoughts on this?

One thought I do have is once inside the Arris equipment I could disable the 2.4ghz wifi and put the old router into bridge mode and connect the computer and printer to that which may work. I just didn't have the time for that yesterday.

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#2
Simply disabling the wifi on the arris gateway wouldn't help much. You could probably put the Arris modem into a bridged mode, hook up the old router and enter the PPPoE credentials into it. The challenge would be in how the Arris gateway handles the connection for tv / set top boxes, doing this could break tv.

I'd try assigning the printer a static IP. Then you could enable port forwarding if necessary or making changes to the firewall settings. Around me signing up for IPTV from the phone company cuts your internet speed in half.
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#3
Quote from jkee View Post :
Simply disabling the wifi on the arris gateway wouldn't help much. You could probably put the Arris modem into a bridged mode, hook up the old router and enter the PPPoE credentials into it. The challenge would be in how the Arris gateway handles the connection for tv / set top boxes, doing this could break tv.

I'd try assigning the printer a static IP. Then you could enable port forwarding if necessary or making changes to the firewall settings. Around me signing up for IPTV from the phone company cuts your internet speed in half.
I looked for the ports but there doesn't seem to be any consensus. It's my best guess right now thought.

I tested the speeds and they were getting 20x3 with at least 1 tv on. Better then they had before Kenetic for less.
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#4
Quote from LiquidRetro View Post :
I looked for the ports but there doesn't seem to be any consensus. It's my best guess right now thought.
https://support.google.com/cloudp...ic=4456299
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#5
Thanks, I will have to get access and see if those open. The strange thing is the printer does show as online. Either way I think it's my first step.
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#6
Well an update.

Last night I went over again and called Windstream to get into the router/gateway. The directions don't actually reflect what the password is. Once inside I was able to find the port forwarding settings and opened up 80,443,5222 as google recommends. I still get this generic print failure error. So I decided to take it a step further and shutoff the firewall completely, and turn off the port scanning protection in the DOS (Denial of Service) section of the router. I ran the ShieldsUp test from GRC and it showed ports were still stealth or closed. So I called windstream again to see what was going on. The lady was nice but kept saying well the button says off so it has to be off yet actual port test show they are stealth or closed not open. We tried escalating the issues but was never able to get an engineer. The nice CSR said that she worked till 6am and would call me back. Turns out she never did.
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#7
Quote from LiquidRetro View Post :
Well an update.

Last night I went over again and called Windstream to get into the router/gateway. The directions don't actually reflect what the password is. Once inside I was able to find the port forwarding settings and opened up 80,443,5222 as google recommends. I still get this generic print failure error. So I decided to take it a step further and shutoff the firewall completely, and turn off the port scanning protection in the DOS (Denial of Service) section of the router. I ran the ShieldsUp test from GRC and it showed ports were still stealth or closed. So I called windstream again to see what was going on. The lady was nice but kept saying well the button says off so it has to be off yet actual port test show they are stealth or closed not open. We tried escalating the issues but was never able to get an engineer. The nice CSR said that she worked till 6am and would call me back. Turns out she never did.
I don't see why cloud print would need inbound 80 and 443 open. I'm sure I've never had those ports open on my network. I think perhaps the article is saying that the printer needs to be able to make outbound on those ports. Likewise I've never done anything special with 5222. I think that's the xmpp port.

Unfortunately I can't think of anything that would cause the printer to be online but non functional, particularly when the same device was working before. From experience with my Brother, I've found that cloud print support has gotten better with later firmware updates. It might be worth checking that. I've also found the printer's HTTP status/configuration dialog to be far more useful than their software.

I've also had to assign my printer a static IP to keep it happy, but when it's broken because of that it shows up as offline.
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#8
Quote from quotidian View Post :
I don't see why cloud print would need inbound 80 and 443 open. I'm sure I've never had those ports open on my network. I think perhaps the article is saying that the printer needs to be able to make outbound on those ports. Likewise I've never done anything special with 5222. I think that's the xmpp port.

Unfortunately I can't think of anything that would cause the printer to be online but non functional, particularly when the same device was working before. From experience with my Brother, I've found that cloud print support has gotten better with later firmware updates. It might be worth checking that. I've also found the printer's HTTP status/configuration dialog to be far more useful than their software.

I've also had to assign my printer a static IP to keep it happy, but when it's broken because of that it shows up as offline.
Ya I have a static ip on the printer and was using the HTTP interface to setup the cloud print portion. It does have the latest firmware according to it's web interface. Next might be a call to brother to see what they say.
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#9
Quote from quotidian View Post :
I don't see why cloud print would need inbound 80 and 443 open. I'm sure I've never had those ports open on my network. I think perhaps the article is saying that the printer needs to be able to make outbound on those ports. Likewise I've never done anything special with 5222. I think that's the xmpp port.

Unfortunately I can't think of anything that would cause the printer to be online but non functional, particularly when the same device was working before. From experience with my Brother, I've found that cloud print support has gotten better with later firmware updates. It might be worth checking that. I've also found the printer's HTTP status/configuration dialog to be far more useful than their software.

I've also had to assign my printer a static IP to keep it happy, but when it's broken because of that it shows up as offline.
boring network
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#10
See if there's a setting for UPNP, enable it. I doubt you actually need to do anything special with 443 and 80, they'd probably just be an outbound keep alive. While you're in there disable wps.

I don't quite understand why you have to call them to get into the router. The password doesn't seem like it would change, it's probably the factory default or on a sticker on the router itself.
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#11
Quote from jkee View Post :
See if there's a setting for UPNP, enable it. I doubt you actually need to do anything special with 443 and 80, they'd probably just be an outbound keep alive. While you're in there disable wps.

I don't quite understand why you have to call them to get into the router. The password doesn't seem like it would change, it's probably the factory default or on a sticker on the router itself.
I looked for UPNP and was suprised not to find it.

Had to call be cause the directions on the router login page were wrong. They said it was on the bottom of the unit, and was not. Kenetic is a pilot program and in like 3 markets. The first tech I got had not even heard of the service. Big learning curve ahead.
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#12
Quote from stufine View Post :
boring network
Of course it is. It's my home network Smilie Its job is to work properly, be accessible via openvpn, and otherwise not do anything "exciting." If I'm going to serve up a web page, I have a cheap vps that will do a much better job and costs me less to run than I'd pay in electricity to leave a server on 24/7.
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