topic Re: MX922 goes to sleep and loses WiFi connection in Printer Software & Networking

MX922 goes to sleep and loses WiFi connection

bruceadler — Tue, 05 Aug 2014 22:00:43 GMT

I have a new MX922 that replaced a dead MX870. The old MX870 worked fine until it died but this new MX922 doesn't work correctly on my WiFi network. And the only thing that's changed is the printer (all the other PCs and printers and the Wifi router are the same as before and still work just fine). The new MX922 goes to sleep and can't be woken up from any PC on my network (to print or scan). The old MX870 NEVER had a problem on this WiFI network and NEVER had a problem with sleep mode. I also still have two MX890s that still work just fine. When the MX922 stops responding to pings, the blue WiFi logo on the front is on, and the Network Configuration Page always says "Connection Active" (but it's not). Any suggestions that it's my router or my PC driver's fault is nonsense. It's clearly a MX922 WiFi bug which Canon needs to fix ASAP.

Over the past few weeks I've discovered that if the printer goes to sleep for an extended period it frequently "loses" it's WiFi connection and nothing I do from my PC will let me print to or scan from it. Basically it stops responding to pings (which tells me that its WiFi network connection is the issue). I usually discover the printer is offline line first thing Monday AM (after the office has been closed all weekend).

When the MX922 goes into a coma the only way I've found to wake it up is to either power-cycle it, or do go into the Device Settings menu and print out the current Network Configuration Page (it sometimes starts printing/scanning again when I exit out of the menus). AND sometimes after waking it up via the menu trick it operates very very slowly (like the Wifi connection is poor or congested) and I end up having to power cycle it to fix it. I shouldn't ever have to power cycle the printer just to wake it up (especially since it probably uses up some ink to recharge the print head each time it powers on).

Since I got it about 6 weeks ago, this printer has gone into a coma about once a week. Recently I tried disabling the Wireless DRX option and that seems to have made it worse. Since I disabled that option, It's gone into a coma 3 times in the past two days.

Re: MX922 goes to sleep and loses WiFi connection

Patrick — Fri, 08 Aug 2014 08:54:41 GMT

Hi bruceadler,

Routers have a feature that will disconnect devices that have not been in use for a period of time. If you do not use your printer, the router will stop sending wireless signals to it and will become disconnected from the network. Please refer to your routers manual to adjust this time out period or disable it.

If you continue to have difficulties, please contact our support group using the following link:

http://www.usa.canon.com/cusa/consumer/standard_display/contact_us_consumer

Re: MX922 goes to sleep and loses WiFi connection

bruceadler — Fri, 08 Aug 2014 13:30:28 GMT

That's nonsense. Why do you Canon people keep on saying it's the fault of the router when it's clearly not. And rather than make a vague assertation that there's some sort of router setting that will fix this issue, if you knew what you were talking about you would describe exactly what option or setting needed to be changed. If you really think this issue can be fixed by router settings, then name a specific router and name the exact setting for that router that needs to be changed.

I've worked with wifi routers from Cisco, Linksys, Dlink, Netgear, Belkin, TP-link, Airlink, and others and I know of no feature on those routers that jibs with your description. As far as I know there's no way to configure any wifi router to force a wifi session to never expire. But maybe I've just always picked the wrong wifi routers. So name just one wifi router that supports your mystery feature and point me to the page in the user manual for it.

Furthermore, I've got other wifi printers on my network which do NOT have this problem. So whaterver the problem is it's only the MX922 that can't deal with it. Why should I have to do something special on my netowrk just for the MX922? It's absurd to even suggest such a thing. If such a thing were necessary than the MX922 should have a big caveat on the outside of the box so that potential customers would know that the MX922 does play nice with standard wifi routers.

Furthermore, I have a router between my internal network and my ISP connection but there are NO actual routers between my PCs and any of my wifi connected printers (including the MX922). What I have is a couple of wifi APs connected to a 48 port managed switch. The switch is the backbone of my internal network and it has an uplink to the outside world via a separate router box. So the so called wifi routers are actually wireless switches, and any standard "routing" related options or settings (for something link a WAN uplink) are completely irrelevant.

As far as I know, in order to function correclty, the only dynamic information my network switch and wifi AP boxes need to know is the printer's MAC, its IP address, and which wifi box has an active wifi session with the MX922.

Now it's true that all switches have limited resources for trackng active MAC addresses and IP addresses. So if a connected device is inactive for a long period, its entry will get flushed from the switch's address table. BUT there's a simple mechanism call ARP broadcasts (which all ethernet or wifi devices must support) which makes that resource limitation irrelevant. If the MX922 doesn't know how to wake up from sleep mode and respond to ARP packets, then it's defective and needs to be fixed. You can't rely on my router being able to lock down address table entries just for the MX922.

Also, my DHCP server (like everyone's DHCP server) has a timer which flushes IP addresses of (inactive) devices that let their DHCP reservations timeout. So it's the responsibility of the printer to keep track of how long it's DHCP reservation is valid and renew its reserveration before expires. If the MX922 isn't doing this then it's not really compatible with the IP standards and needs to be fixed. If your workaround requires me to configure a static IP address for the MX922 (rather than dynamic DHCP addresses) then the MX922 is a non-compliant device which I do not want on my network.

And finally, because I'm using the MX922 via wifi (rather than wired), if the printer just goes to sleep and stops responding to packets from the AP it's connected to, then its wifi session WILL expire and there's no way to reach it from any PC on my network.

Even if I could override my router and force the session to never expire, if the MX922 doesn't know when to wake up and send the right packets to keep the wifi session active, the MX922 also isn't going to be able to wake up at the right time to accept my print job.

The 802.11 wifi spec clearly spells out how a device is supposed to keep it's session active (even when it enters sleep mode). If the MX922 doesn't automatically wake up from sleep mode at the right time and maintain the wifi session, then that's a bug in the MX922. It's not something that you can misleading assert is caused by my wifi router disconnecting from the MX922 because I didn't use it frequently enough. Clearly, the wifi spec says that it's the responsibility of the connected station (ie the MX922) to keep the wifi session active and if it' doesn't do the right thing then my wifi router is doing the right thing by disconnecting it. It's not a "feature". It's a requirement of the wifi spec.

Re: MX922 goes to sleep and loses WiFi connection

jefferyw — Fri, 21 Nov 2014 00:18:58 GMT

Appears the Wifi module in the mx922 is junk. Last few days had to restart printer each time I needed to print something. Today--not responding at all. Reset printer. Still nothing. Tried another computer. Nothing. Attempted to reinstall printer but it can't be done since the software cannot find the printer. It cannot be the router's fault if the printer works one day and not the next.

Coming from a mx870, this 922 was hated since day 1. Only one bottom tray for paper? Its difficult to refill and you never know when you're out. My 3rd SOHO printer by Canon. The mx890 was the same useless design. This one is going back to Costco.

Re: MX922 goes to sleep and loses WiFi connection

jefferyw — Fri, 21 Nov 2014 00:20:33 GMT

It's your printers job to reconnect and renew DHCP. How is that not in your firmware already?

Re: MX922 goes to sleep and loses WiFi connection

Hokiecow — Wed, 14 Jan 2015 13:50:28 GMT

I'm having the same issue.
The printer worked just fine for many months. Now, recently it's been dropping the Wifi connection and I have to reboot the printer to print or scan. It's getting old....

Re: MX922 goes to sleep and loses WiFi connection

SamuelRodgers — Sat, 31 Jan 2015 00:38:37 GMT

Maybe the wifi card in the printer is overheating and cutting out. I have mine configured with static IP and it still looses connection. I print something maybe once or twice a day. I agree Canon needs to come up with a fix for this problem - it is really annoying to have to re-enter the setup information each time I want to print.

Re: MX922 goes to sleep and loses WiFi connection

Roxbury — Wed, 18 Feb 2015 17:51:56 GMT

This issue isn't just related to the MX922. I have two other Cannon's of different models that behave the same way. One even is directly connected to my router. Cannon appears to have chosen the wrong way to handle network connections. It MIGHT be my router as I had issues with DirecTV not finding things between the iPad and DVR. They seem to use the same way of addressing things. MAC instead of IP. And if they don't wake up or respond to the ARP call then nothing will help. Seems it might be a timeout issue from Cannon.

I wish an actual Cannon Network Engineer would break through the clutter and provide some answers to customers. If we need routers with more advanced functions tell us. Something, anything other then "move it away from your microwave and reinstall the drivers."

Re: MX922 goes to sleep and loses WiFi connection

sherrylowry — Sun, 22 Mar 2015 17:55:45 GMT

I'm having this same Pixma MX922 printer problem: works fine - once connected to wifi - and did for months and months. Without anything changing with the hardware setup or the wifi setup - Pixma MX922 started losing connection to the wifi.

Every single day.

I would go through the jumps via the menus to reconnect it - worked all that day/eve with no issue.

Next day: cannot find the printer on wifi. I'd go through the process to reconnect it. Worked fine the rest of that day/eve - only to repeat the sequence day after day of losing connection.

What's up, Canon???

******

Here is ONE very small possibility. This connection is via the Mac/Apple - iPad - iPhone - Macbook system software. This was NOT an issue with iOS 7.0 and derivatives; nor was it with iOS 8.0 or 8.1...or up through Yosemite v.10.10.

BUT... it has been now with Yosemite v.10.10.2 as well as with iOS 8.2 on my iPad AND iPhone.

So...I'm wondering if Canon is running behind on the Pixma MX922 software update to keep in sync with the Apple system software updates?

Are only Mac/Apple people having hardware/wifi issues with this printer? Or...are some of you on PC's?

Re: MX922 goes to sleep and loses WiFi connection

JamesENicholson — Sun, 19 Apr 2015 15:12:59 GMT

I'm having the same problem.

Any updates?

Max OSx 10.9.v with Time Capsule or whatever router

Re: MX922 goes to sleep and loses WiFi connection

JamesENicholson — Sun, 19 Apr 2015 15:13:47 GMT

It worked fine for several months but all of a sudden a few days ago it started acting up. I have to turn the printer off and then back on each time before use.

Re: MX922 goes to sleep and loses WiFi connection

sherrylowry — Sun, 19 Apr 2015 15:32:25 GMT

No word from Canon about this really irritating MX922's strange disconnect on a repeating basis of the wifi connection.

All I know is this is my first & last Canon ever.

Such a poorly designed user interface in paper management & operation deserves no loyalty.

Re: MX922 goes to sleep and loses WiFi connection

capetocairo — Thu, 23 Apr 2015 22:56:27 GMT

At least now I know that I am not going crazy. This is a wireless printer that you might as well tie to your neck and walk around with it. Shameful that Canon will not respond, but I think that they are looking at tens of thousands of defective units in the market with no way to patch or fix them. Canon used to be the best name in the printer business and now all you get is a total plastic box that mechincally breaks easily and software that is released with little to no testing. There is a correlation between the low price of this high-end home printer and this massive failure of a whole product. Canon believes it must compete in the pricing game, and now "Canon quality" means very little. Too bad. Any recommendations out there for a reliable, high quality home/small business printer? (I also agree with the "one tray" comment---the model number went up but the functionality and quality went down.)

Re: MX922 goes to sleep and loses WiFi connection

catdaddyx2 — Sat, 04 Jul 2015 20:05:18 GMT

I'm in the same boat. My MX922 stops talking to the wifi network once it's gone to sleep. I have to either power cycle it or join it again to the WiFi network. Printer is a piece of garbage. I tried the "fixes" of turning off IPv6 and disabling the DRX setting. Hasn't made a difference at all.

Re: MX922 goes to sleep and loses WiFi connection

Rockvillian — Thu, 16 Jul 2015 03:27:01 GMT

I've had this problem as well using a new MacBook Air and new AirPort Time Capsule. Whenever the printer goes to sleep, the wireless connection is lost. A few weeks ago I was able to re-establish connection by tapping the Copy button to wake it up, but today even that didn't work. Whenver the printer went to sleep, I had to setup the wireless with my password again to to print.

I've now setup the printer using the AirPort Utility and it seems to be working. I learned about it on the YouTube video, "Easily Connect a WPS Printer to Apple Airport Extreme" at https://www.youtube.com/watch?v=YgjPBYThDeQ. It explains that you can add a WPS printer through Base Station menu of Airport Utility. No need to enter codes or passwords--just have the AirPort search for the printer, then have the printer do a WLAN Setup to look for a connection. After about a minute, they find each other and you're connected.

I'm keeping my fingers crossed that I won't lose the connection again.

Re: MX922 goes to sleep and loses WiFi connection

jbsf5 — Sat, 01 Aug 2015 00:16:21 GMT

I agree with other users this printer has become a giant doorstop after about 6 months of working correctly.

I have an Apple Airport Time Capsule for a router and OSX 10.10.4 on all our computers. I can no longer airprint with IOS 8.4 or via the wireless network from the computers. The last time the printer worked correctly was two weeks ago.

Up until that time it was fine. It is our 3rd and last Canon printer. It replaced an MX860 that had a 'heart attack' one day after 4 years of service. We are an Apple shop and I am checking with my Apple friends as to a recommendation.

Talked with Apple Care last week for over an hour and it ran for a while for one computer. Now it is back to 'coma mode' and nothing seems to wake it up.

The power cycle game worked with 10.10.3 but now NADA (nothing) with 10.10.4 and IOS 8.4

The total silence from Canon on this issue makes me believe they don't know how to fix it or don't care about Apple users. Are there any Canon engineers monitoring this forum?

My recommendation is to forget Canon and find another brand.

Good bye Canon and back to Costco with this door stop.

Re: MX922 goes to sleep and loses WiFi connection

jbsf5 — Tue, 11 Aug 2015 21:36:18 GMT

Solved problem took printer back to Costco and bought a new Brother printer recommend by my Apple maintenance person.

Been a loyal canon user for years but this problem of having the printer go into a coma was a real problem.

Canon keeps blaming the router but in looking at the thread we are all using many different routers. So Canon why don't you own the problem and stop blaming the user?

Re: MX922 goes to sleep and loses WiFi connection

ibbotsoncraig — Fri, 28 Aug 2015 15:52:04 GMT

I think I have finally figured this out. I had this problem and thought it was the MX922 printer itself. Since I had a lot of ink left, I ordered another MX922. After installing the new MX922, same problem.... doh! But it clearly was not my computer or network.

I started looking through my router setup, and noticed that Canon had added specific DHCP entries (how did they get there?). Even though it looked like the entry was setup correctly, it was the only device specific DHCP entries. I removed the entry so it would use the default DHCP policies... and voila, no more sleeping MX922. It's been a few days now, and no more need to power off, etc.

FYI, I'm using an Airport Extreme, although I imagine they probably write a DHCP lease expiration policy into any router.

Hope this helps.

Re: MX922 goes to sleep and loses WiFi connection

jlopez179 — Tue, 01 Sep 2015 10:50:58 GMT

Can you go into more details as to how you solved your problem. Where did you find those DHCP entries.

Re: MX922 goes to sleep and loses WiFi connection

mindyconley — Sun, 20 Sep 2015 17:44:16 GMT

Can you elaborate a bit on the DHCP thing? I'm not a techie, but I'm reasonably intelligent. I have no idea what your'e talking about, and would really like to solve this connection issue. A new printer isn't in the budget at the moment, especially since I just bought a load of ink for this printer (that has been working just fine for over a year). I'm not using a router either, I'm on a wifi hotspot. Every other device in my house has no problem connecting (they are all apple as well).