Check the printer
- Document won't printUser
For Windows and Mac users whose printer won't print: check the printer, the connection and the print queue, then reinstall or call IT.
Write down the printer model and any error message on the printer or the computer.
- What does the printer's display or lights show?User
- Paper or jam: go to step 3, Load paper or clear the jam
- Ink or toner: go to step 4, Replace the empty or missing cartridge
- Other error code: go to step 5, Look up the code on the maker's support site
- No error: go to step 6, Printer looks ready
- Load paper or clear the jamUser
Follow the steps on the printer's display. Open each door it names and remove torn bits of paper. Don't force paper out.
Then go to step 7, Power cycle the printer
- Replace the empty or missing cartridgeUser
Some printers stop all printing, even black, when one color is empty. Fit the cartridge the display asks for.
Then go to step 7, Power cycle the printer
- Look up the code on the maker's support siteUser
Search the model number and the exact code on the HP, Epson, Brother or Canon support site.
Then go to step 7, Power cycle the printer
- Printer looks readyUser
- Power cycle the printerUser
Turn it off, unplug it, wait 30 seconds, plug it back in and turn it on. Restart the computer too.
- How is the printer connected?User
- USB: go to step 9, Check the USB cable at both ends
- Wi-Fi or network: go to step 10, Print the printer's network or wireless test report
- Shared or office: go to step 14, Check the host computer or print server is on
- Check the USB cable at both endsUser
Plug straight into the computer, not a hub. Try another USB port or another cable.
Then go to step 15, Open the print queue
- Print the printer's network or wireless test reportUser
Most printers print one from the setup, network or reports menu. Check the wireless status says connected, and note the IP address and network name.
An IP address of 0.0.0.0 means the printer hasn't joined the network yet. Wait at least five minutes and print the report again.
- Is it on the same network as your computer?User
Compare the network name. On Windows, run ipconfig. On most home and small office networks, only the last number differs between the two addresses.
- Reconnect the printer to your Wi-FiUser
Use the printer's wireless setup wizard or the maker's app. This is common after a new router, a new provider or a Wi-Fi password change.
Then go to step 15, Open the print queue
- Check the host computer or print server is onUser
A printer shared from another Mac or PC stops when that computer is asleep or off. Office print servers are run by IT.
Clear the print queue
- Open the print queueUser
Windows: Settings > Bluetooth & devices > Printers & scanners, select the printer, then open the print queue. Mac: open Print Center from the Utilities folder.
- Is a job stuck, paused or showing an error?User
- Yes: go to step 17, Cancel or resume the stuck jobs
- No: go to step 21, Queue is empty
- Cancel or resume the stuck jobsUser
Windows: choose Cancel all. Mac: delete jobs that show errors, then click Resume if the printer is paused.
- Did the queue clear?User
- Yes: go to step 19, Queue is clear
- No: go to step 20, Restart the Print Spooler on Windows
- Queue is clearUser
Then go to step 22, Make sure the right printer is the default
- Restart the Print Spooler on WindowsUser
Press Windows key + R, type services.msc and press Enter. Right-click Print Spooler and choose Stop.
Delete all files in C:\Windows\System32\spool\PRINTERS. Then right-click Print Spooler and choose Start.
Then go to step 22, Make sure the right printer is the default
- Queue is emptyUser
- Make sure the right printer is the defaultUser
Windows: Settings > Bluetooth & devices > Printers & scanners. Turn off "Let Windows manage my default printer", select your printer, then Set as default.
Mac: choose the printer by name in the Print dialog of the app you print from.
- Print a test pageUser
Windows: open the printer in Printers & scanners and choose Print test page. Mac: print a one-page document from TextEdit.
- Did the test page print?User
- Yes: go to step 25, Printer working
- No: go to step 26, Remove the printer and add it again
- Printer workingUser
- Remove the printer and add it againUser
Windows: Printers & scanners, select the printer, Remove, then Add device. Mac: System Settings > Printers & Scanners, remove the printer, then click Add Printer, Scanner, or Fax.
If a network printer's IP address changed, adding it again picks up the new address. Brother and HP also offer repair tools that update it.
- Install the latest driver from the printer makerUser
Download it for your exact model and system version from the maker's support site. Install the full driver package, not just the basic driver.
- On a Mac, reset the printing system if it still failsUser
System Settings > Printers & Scanners. Control-click the printer list and choose Reset Printing System. This deletes all printers, finished jobs and presets.
Windows users skip this step.
- Does it print after reinstalling?User
- No: go to step 30, Still not printing
- Yes: go to step 25, Printer working
- Still not printingUser
Escalate
- Gather details for supportUser
Printer model and serial number, connection type, error messages, the printer's IP address from its report, and each step you tried.
- Is it a work printer managed by IT?User
- Yes: go to step 33, Open a ticket with IT
- No: go to step 36, Contact the printer maker's support
- Open a ticket with ITUser
Include the printer name or asset tag and its location. Say how many people are affected.
- IT checks the print server, driver and networkIT
Office printers often print through a server. A blocked driver or changed server queue affects everyone using it.
- Printer fixed by ITIT
- Contact the printer maker's supportUser
Have the serial number and purchase date ready. Hardware faults under warranty are usually repaired or replaced.