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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, 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
  4. Try printing again

Printer NotMissing inFrom theYour List / Cannot Find It

Printers are pushed automatically to your device by IT. If thea printer you expect to have is not appearingappearing, when you search, it may need to be added manually or your device may not be on the correct network segment. Contactcontact IT Helpdesk with— yourdo sitenot andattempt theto printeradd name/location.it manually.

Email: [email protected]

Poor Print Quality

  • Streaky or faded output: The tonerToner or ink may be low. Check the printer display or the paper on the printer for a toner low warning. ContactLet your sitemanager administratorknow to arrangeso a replacement cartridge.cartridge can be ordered.
  • Smudged output: May indicate a drum or fuser issue — log a ticket with IT.IT Helpdesk.

Running Out of Paper

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

Still Having Issues?

Log a ticket with IT Helpdesk at ithelpdesk@pbr.helpdesk.pbr.org.au and include: the printer name/location, what you were trying to print, and what happened (including any error message on screen or on the printer display).display.

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