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MichaelFG
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Tutor

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8 Messages

Sunday, April 22nd, 2018 6:27 PM

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Epson XP-820 won't scan from epson control panel with new router (NVG589)

Router replaced (NVG589 replaced a NVG589 which wouldn't power up). Since router was replaced my Epson XP-820 won't scan from control panel of the epson.  It will print and scan from the computer(desktop) programs.  Prior to swapping router out for new one (refurbished an AT&T tech said) all worked fine. Could scan/print from computer. Could scan to computer (jpeg or pdf) from scanner control panel.  I've talked for hrs with Epson tech support to include 2nd level. I've talked w/ATT tech support and even had tech come out to check but he was not much of a router/lan person so had no idea. I think last Thur had a local computer expert come out to work on it.  He did/checked everything he knew to check. Installed his router and scanner would find my computer (computer name) and scan. Take his router out , going back thru the NVG589 and get "Communication Error. Check to see if device is connected."   We (he) disabled firewall and we tried again. Failed.  He came to the conclusion after about 2 1/2 hrs that something - don't know what - with the NVG589 is BLOCKING communications from the epson.  Other points - I've installed a new WorkForce epson printer - same no scan results. Have set up scanner as wireless - same no scan results.  The scanner is hooked up to router via Ethernet cable.   At wits end as to what to change to allow epson (and the Epson Event Manager on PC) to communicate from the scanner.  All connectivity tests check out okay. Test on desktop from the epson event manager test connectivity okay.  ROUTER IS BLOCKING - can someone help.  We (espon tech support, ATT tech support, ATT in house tech, and local guru) have about 8 hrs in this and cannot get it to work.  thanks.

 

Accepted Solution

Official Solution

ATTHelp

Community Support

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207.7K Messages

5 years ago


Hello @MichaelFG,


I have been through this situation myself and comprehend the flummoxed reaction it brings.


Allow me to guide you to an article which will help you with replacing the warranty replaced router through the return defective device.  The article is Warranty. The section to which is of interest is Return defective device after warranty exchange.  Click on it and then it will take you to solution.


If you require further assistance please feel free to contact us. We are here!


Have a safe and peaceful day.


Georgia, AT&T Community Specialist


MichaelFG

Tutor

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8 Messages

5 years ago

George, thanks for info on warranty replacement. I've had an AT&T tech on site.  He replaced the router with same model with same results. My pc guru who spent about 2 hrs with me last week seems to think the router is blocking the communications from scanner/epson event manager.  At this point, I'm not sure just replacing the NVG589 with another NVG589 will solve the problem. Need someone who knows this uverse router to assist with where/how the communications is blocked and how to unblock. 

ATTHelp

Community Support

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207.7K Messages

5 years ago

Hello @MichaelFG,

 

Allow me to acknowledge the angst this situation with the equipment is creating.  With your permission I would like to further assist you.

 

Due to the nature of information, I am sending you a private message located in the Forum's Inbox found to the upper right- hand corner of this web page to gather more information.  We take your account specific information seriously and want to take all precautions to keep it safe.

 

Thank you for your assistance.

 

Georgia, AT&T Community Specialist

 

MichaelFG

Tutor

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8 Messages

5 years ago

Just spent another hr or so on phone with ATT 1st level tech support. Nothing solved but FINALLY got her to schedule tech visit w/modem replacement.  I asked at least 4 times to escalate my call telling her how many times I've spoke w/ATT tech support, a tech coming out, epson tech phone calls, and my hiring a local pc geek and the router 1) either doesn't work right and/or 2) something in router is blocking communications from Epson Printer/Scanner.   ATT Makes it EXTREMELY HARD to remain a loyal customer (a customer at this address 21 + yrs)

MichaelFG

Tutor

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8 Messages

5 years ago

ATT onsite tech support replaced my NVG589 router today.  Replacement is a 5268AC.   This router replacement solved my problem.  The nvg589 undoubtedly blocks communications from the epson scanner.  SO if anyone have similar issue maybe request an equipment change.  Thanks all for your help/suggestions.

Contributor

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6 Messages

2 years ago

This is worth re-opening.  AT&T's response that this is a warranty issue with specific hardware serial numbers is flat-out wrong.  Suggestions that this is an Epson software driver issue or computer software conflicts are worth validating, but, in this case, they are equally wrong.

AT&T software is actively managing LAN traffic that causes blocking of some device-to-device communication. They do not expose that in the user-facing gateway manager. And they haven't equipped their first-level support people to understand that (or are consciously coaching them to give a different answer).

I have an Epson WorkForce WF-2540. When I had an AT&T (Pace) 3810 gateway, push-to-scan worked. When I upgraded service to the AT&T (Arris) 5268AC), push-to-scan stopped working. I spent hours on Epson tech support trying to get it to work.  Bought a brand new computer and clean install of the Epson software and push-to-scan wouldn't work after trying all the tricks Epson suggested with the first computer.

I was having issues with my gateway and got a new 5268AC. Push-to-scan still wouldn't work.

I don't have the networking skills to prove it. But AT&T software is actively blocking certain kinds of LAN traffic. 

The AT&T attitude is blame-the-user instead of admitting a mistake and fixing it.  Just because not many of us have Epson printers with AT&T gateways AND are trying to use the advertised push-to-scan feature AND have knowledge and experience that it works with non-AT&T equipment AND have reached out for support DOES NOT mean this is not a problem.

AT&T needs to revise their gateway software to allow users to change the LAN traffic management settings.

New Member

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8 Messages

3 months ago

 monitored traffic between printer/scanner and computer in a second router where it is possible push-to-scan works. Then I compare the traffic data with the router where push-to-scan does not work. I have found this IGMP issue.  It is necessary disable IGMP snooping on router.

The issue was solved by disabling IGMP Snooping at router.
I replace router by another model. Push to Scan works. Then wireshark was used to capture network traffic between computer and epson printer/scanner.
It was verified several packets IGMPv3  and process forming multicast groups. These IGMP  packets and multicast grouping forming process does not appear.

Then when I disable IGMP snooping, push-to-scan works
. In fact there  was any blocking tcp/ud port 2968, It is an IGMP issue. 

JefferMC

ACE - Expert

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31K Messages

3 months ago

"Routers" do not have an "IGMP snooping" feature.  That is something exclusive to Switches (because routers don't have to snoop to do IGMPv3).

AT&T Gateways do not have IGMP snooping, as they are routers.  They will actively process IGMPv3 packets for AT&T U-verse IPTV and route related multicast traffic accordingly.  This feature may not be disabled.

New Member

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8 Messages

3 months ago

<My fiber optical router implements this control. I live in Brazil. The VIVO telecon provides router with this functionality IGMP snooping enabled. The network traffic inspection by wireshark can be applied in any case. Compare data packets  traffic obtained  interconecting directly  both computer and epson scanner ethernet ports using a simple ethernet cable . Take note data packet interchange. Folowing repeat procedure with connection passing through router. If igmp packets is not present in this case, certainly router is blocking IGMP. It is necessary multicast groups actived in order push-to-scan work. You case can be different but certainly traffic inspection provide insights to solve issue

(edited)

New Member

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8 Messages

3 months ago

ASKEY ROUTER MODEL 

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