Printer not printing / offline
Summary
This guide helps you troubleshoot and resolve: Printer not printing / offline. Follow the steps below to fix the issue.
Common Causes
Quick Fix Steps
- Check physical connections — ensure power and USB/network cables are secure
- Check printer display — look for error messages or paper jams
- Run the Windows Troubleshooter — go to Settings > System > Troubleshoot > Other troubleshooters
- Remove and re-add the printer
Applies to: These instructions are for Windows 10 and 11. If you are using a Mac, please Open a Ticket for assistance.
Detailed Instructions
Step 1: Basic Checks
Important: Before checking software settings, physically inspect the printer for paper jams or obstructions. Open all access doors and trays, remove any stuck paper, and ensure nothing is blocking the paper path. Do not force paper out; consult your printer manual if a jam is difficult to clear.
- Make sure the printer is turned ON
- Check that paper is loaded properly in the input tray
- Check ink or toner levels
- Look for any error lights or messages on the printer display
- Ensure the power cable and USB or network cable are securely connected
Step 2: Check Printer Status in Windows
- Press
Win + Ito open Settings - Go to Bluetooth & devices > Printers & scanners
- Find your printer in the list
- Check the status — it should say "Ready", not "Offline"
Printer not listed? If your printer does not appear in the list, click Add device next to "Add a printer or scanner". Wait for Windows to search for available printers. If your network printer is still not found, select Add manually and choose the option to add a printer using an IP address or hostname. You will need the printer's IP address, which can usually be found by printing a network configuration page from the printer's control panel.
Step 3: Set Default Printer
- Go to Settings > Bluetooth & devices > Printers & scanners
- Click on your printer name
- Click Set as default
- Windows will now send print jobs to this printer automatically
Note: Windows may manage your default printer automatically. If you prefer to keep a specific printer as default, turn off Let Windows manage my default printer in the Printers & scanners settings.
Step 4: If Printer Shows Offline
- Go to Settings > Bluetooth & devices > Printers & scanners
- Click on the printer name
- Click Open print queue
- If it says "Printer is offline", click Printer in the menu bar
- Uncheck Use Printer Offline (if available)
- Also uncheck Pause Print
Step 5: Network Printer Troubleshooting
If your printer is connected over the network (Wi-Fi or Ethernet), the following checks are essential:
- Confirm the printer is connected to the same Wi-Fi network as your computer. See How to connect to Wi-Fi if you need help reconnecting the printer.
- Restart your router or modem to refresh the network connection. See How to restart router/modem for step-by-step instructions.
- Ping the printer's IP address to confirm it is reachable on the network:
- Press
Win + R, typecmd, and pressEnter - Type
ping [printer IP address]and pressEnter - If you receive "Request timed out" or "Destination host unreachable", there is a network connectivity issue
- Press
- Check IP address stability: Network printers often receive a dynamic IP address via DHCP, which can change if the router restarts or the lease expires. If the IP address changes, Windows may lose connection to the printer. We recommend setting a static IP address on the printer or configuring a DHCP reservation on your router so the printer always uses the same IP address. Refer to your router or printer documentation for instructions.
Step 6: Restart the Print Spooler Service
The Print Spooler service manages print jobs. If it has stopped or become stuck, your printer may show as offline or print jobs may not process.
- Press
Win + R, typeservices.msc, and pressEnter - Scroll down and find Print Spooler
- Right-click and select Restart (or Start if it is not running)
- Wait for the service to restart, then try printing again
Step 7: Remove and Re-add Printer
- Go to Settings > Bluetooth & devices > Printers & scanners
- Click your printer
- Click Remove device
- Click Add device and follow the prompts to set it up again
Step 8: Run the Printer Troubleshooter
- Go to Settings > System > Troubleshoot
- Click Other troubleshooters
- Find Printer and click Run
- Follow the on-screen prompts to detect and fix common printing problems
If It Still Doesn't Work
- Try a different USB port (if using a USB connection)
- Restart both your computer and printer
- Check Windows Update for driver updates — see How to update Windows
- Reinstall the printer drivers from the manufacturer's website
Important: Do not download drivers from third-party websites. Only use the manufacturer's official website (e.g., HP, Brother, Canon, Epson) or install drivers through Windows Update. If you are unsure about which driver to install, please Open a Ticket rather than downloading from unverified sources.
If your printer is managed by your organisation's IT department, removing and re-adding the printer may require administrator privileges. Open a Ticket if you encounter permission errors.
Persistent hardware failure: If you have completed all steps above and the printer remains offline or will not print, there may be a hardware fault with the printer, network port, or cable. Do not attempt to repair internal printer components yourself. Open a Ticket so our team can arrange further diagnostics or a hardware replacement.
Still Having Issues?
💻 Open a Ticket