Troubleshooting Common Print Problems

Printer Shows as Offline

The printer appears in your list but shows "Offline":

1. Check the printer itself — is it powered on and showing a ready or idle status on its display?
2. Check there is no paper jam (open the trays and covers briefly to inspect)
3. On your computer, go to Settings > Printers & scanners, click the printer, and click Open print queue
4. In the print queue window, click Printer in the menu and ensure Use Printer Offline is not ticked
5. Try printing again — it should reconnect automatically
6. If still offline, restart the printer at the device itself and wait 60 seconds

Print Job Stuck in Queue

1. Go to Settings > Printers & scanners, click the printer, and click Open print queue
2. Right-click the stuck job and select Cancel
3. If the job won't cancel, restart the Print Spooler service:
   • Press Windows + R, type services.msc, and press Enter
   • Find Print Spooler, right-click it, and select Restart
4. Try printing again

Printer Missing From Your List

Printers are pushed automatically to your device by IT. If a printer you expect to have is not appearing, contact IT Helpdesk — do not attempt to add it manually.

Email: helpdesk@pbr.org.au

Poor Print Quality

• Streaky or faded output: Toner or ink may be low. Check the printer display for a toner low warning. Let your manager know so a replacement cartridge can be ordered.
• Smudged output: May indicate a drum or fuser issue — log a ticket with IT Helpdesk.

Running Out of Paper

Paper is held in the stationery area at your site. If stock is running low, let your manager know so a reorder can be arranged.

Still Having Issues?

Log a ticket at helpdesk.pbr.org.au and include: the printer name/location, what you were trying to print, and any error message on screen or on the printer display.