Samsung CLX-6260FW Cloud Ready Printer always shows offline

[Jay Bentley]

I have a cloud ready Samsung CLX-6260FW printer that is stuck showing as offline on the Cloud Print page. Through the printer's web interface, I have successfully registered the printer and have used the "Test Connection" function of the printer to verify it can connect to Google's servers (see image below). Regardless, the status on the Cloud Print page still shows "Currently offline"

Here is what I have tried so far, without seeing any change in the "offline" status:

• Deregistering the printer and re-registering it to the same account
  
• Deregistering the printer registering it to a different account
  
• Performing a factory reset of the printer and re-registering it
• Removing my router, restarting my cablemodem and connecting the printer directly to my cablemodem (service provider is Cox)
• Connecting the printer via WiFi to a personal T-Mobile Hotspot instead of ethernet connection via cablemodem

With the printer offline, I can actually sometimes still print to it. Generally, any print jobs I submit stay with a status of "Queued" until I restart the printer, after which they will all print one after the other. Usually I can print a few more times to the printer, while still showing offline, after a restart. But then some time later, the printer stops printing until I restart it again. Note that this only applies to Cloud Print jobs--print jobs submitted from a PC or using Samsung's Mobile Print app on my phone or tablet always work.

I have checked on my router (ZyXEL ZyWALL USG20W) and can see the printer has a connection to a Google server IP address (74.125.137.125) on port 5222.

If I connect add the printer as a classic printer by enabling Cloud Print in Chrome on a computer that it is connected to (via the network, not USB), the printer will show as online and I can reliably print to it. But I want to utilize the built-in Cloud Print functionality so that I don't always need to have a computer on. I see someone else with another Samsung printer in the same family as mine reported pretty much the same issue as me a few weeks ago -- https://groups.google.com/d/msg/gcp-developers/EN-hjXCsmgg/FRikOw34K8gJ

I saw a response about the MTU size being too small, so I'm checking to see if that's something I could change, but haven't had much luck yet. 

Is there anything else I could be missing here? Samsung support is pretty helpless and just says to contact Google.

Thanks,

Jay

Thanks in advance for any assistance.

[Robert Toscano]

Hi Jay,

Unfortunately this might be due to a XMPP implementation bug in Samsung firmware exposed by progressive security changes at Google. I believe your Samsung firmware, under some encryption circumstances, causes XMPP notifications to arrive to your printer in multiple packets. This multi-packet message is not able to be handled by Samsung firmware. Whether the message arrives as a single packet or multiple packets is dependent on variables such as content of the packet, encryption algorithm chosen during handshake, and other variables This would explain why sometimes you're able to print: in these cases the XMPP notification comes in as a single packet. Power cycling your printer also downloads print jobs since, on power up, your printer checks our server for new print jobs.

I believe Samsung has released or is in the process of releasing firmware upgrade to fix this issue. Have you tried updating your printer's firmware?

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[Jay Bentley]

Hi Richard,

Thanks very much for the detailed and informative reply. I just received the printer on Tue of this week, and Samsung had released a firmware update last week on 06/03 (V4.00.01.44 dated May-23-2013) which I had applied before setting up Cloud Print. So if the problem is due to a XMPP implementation bug, they must not have fixed it...yet. The release notes for the update unfortunately only have one line of information about what's new--"machine performance improvements"--which obviously isn't very helpful.

I guess I'll just stay tuned to see if they release another firmware update in the near future. Hopefully they do, as I've got a Nexus 4 phone, Nexus 7 tablet and two Chromebooks--so the Cloud Print feature was definitely one of the reasons I picked this printer.

Thanks again!

Jay

[C. Andrew Warren]

Update: This should be fixed mid-next week, no firmware changes required.

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C. Andrew Warren | Product Manager, Google Cloud Print | cawa...@google.com

[janec...@gmail.com]

Hi there!

(This is Steve - Jane's IT slave)

Similar problems on Samsung Chromebook with Brother HL-3150CDN

We've tried all the options of registering, de-registering, powering up and down..... The whole works.

Not certain if it's a Samsung problem, Brother problem or a Chromebook problem - just know it's a big problem when two brand new supposedly PnP compatible devices take hours of time with no result.

Is there anything that we can do to resolve this locally? Does the new device need to be incorporated into the settings for every instance of Chrome that Jane has running? Chromebook, Chrome on XP (x2) and Android phone?

Desparate to get this working and it's a few months since a change was identified.....

[Robert Toscano]

This issue has nothing to do with your chromebook or any other device that you might be printing from. If you see your print jobs appear at https://www.google.com/cloudprint then your print job has successfully been sent to Google.

The problem occurs when we contact the printer about a new print job. If the XMPP channel to the printer is not available, then I'm afraid the printer won't know about the queued print job until you power cycle it, like the case for the Samsung printer mentioned earlier in the thread.

Brother should have released a firmware fix for the issue with XMPP, have you tried updating your Brother printer's firmware to the latest version?

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