Troubleshooting Common Print Problems

Printer Shows as Offline

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

Check the printer itself — is it powered on and showing a ready or idle status on its display?
Check there is no paper jam (open the trays and covers briefly to inspect)
On your computer, go to Settings > Printers & scanners, click the printer, and click Open print queue
In the print queue window, click Printer in the menu and ensure Use Printer Offline is not ticked
Try printing again — it should reconnect automatically

Print Job Stuck in Queue

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

Printer Not in the List / Cannot Find It

If the printer is not appearing when you search, it may need to be added manually or your device may not be on the correct network segment. Contact IT Helpdesk with your site and the printer name/location.

Poor Print Quality

Streaky or faded output: The toner or ink may be low. Check the printer display or the paper on the printer for a toner low warning. Contact your site administrator to arrange a replacement cartridge.
Smudged output: May indicate a drum or fuser issue — log a ticket with IT.

Running Out of Paper

Paper is held in the stationery cupboard at your site. If stock is running low, advise your manager so a reorder can be placed through the usual procurement process.

Still Having Issues?

Log a ticket with IT Helpdesk at [email protected] and include: the printer name/location, what you were trying to print, and what happened (including any error message on screen or the printer display).