Printer offline or not printing: checks before you contact IT

Use this guide when: your usual printer says Offline, jobs do not come out, or the printer is missing from your computer. Allow about five minutes for these checks.

1. Check the printer itself

1. Make sure it is powered on. Read the screen for a paper jam, empty tray, toner warning, or another error. Write down the exact message.
2. If the screen works, try making one ordinary copy using a blank or non-confidential test page. A successful copy shows the printer can produce a page; it does not prove the computer connection is working.
3. If the touchscreen is frozen, reports “Touchscreen initialization failed,” or the machine cannot copy either, stop repeating print jobs. IT may need to service or replace the printer.

2. Work out who is affected

3. Check your print job

1. Open your document’s Print window. Select the correct site printer by name. “Microsoft Print to PDF” saves a file; it does not print paper.
2. On Windows 11, open Start → Settings → Bluetooth & devices → Printers & scanners, select the printer, and open its print queue. On Windows 10, use Settings → Devices → Printers & scanners.
3. Cancel only your own failed or duplicate jobs. Do not clear other employees’ work from a shared queue.
4. Save your work, restart your computer, and try one test page. If the shared printer is idle and other staff agree, turn it off, unplug its power for 30 seconds, reconnect it, and allow it to finish starting before testing again.

Avoid: repeatedly clicking Print, factory-resetting the printer, changing its network settings, or installing drivers from an unfamiliar website. IT handles printer installation and reconnection when the checks above do not help.

How to tell it worked

One test page prints to the correct machine, then your document prints once. If it only works briefly or still shows Offline, report that result.

Still need help?

Submit an IT support ticket and include your site, printer name and model, a photo of the printer error, your computer’s device name, whether copying works, whether others can print, and the checks you tried. If a previous ticket is resolved or closed, start a new ticket and mention its number.