Printer Not Connecting:
Solution Guide

First check the printer itself

Before losing time on the computer side, verify the physical condition of the printer. A proportion of the calls that reach our service centre are resolved at this step.

• Is there an error message or a flashing warning light on its screen?
• Is there paper in the tray, and is there a jam? Remove jammed paper slowly and in the direction of feed.
• Is the cartridge or toner seated correctly? Is the cover fully closed?
• Is the printer in sleep mode? Press a key on the control panel to wake it up.

Print the printer's own test page. This page is printed independently of the computer; if it comes out, the printer is mechanically sound and the problem is on the connection or software side. If it does not come out, the problem is with the printer itself.

Printers connected by USB

Network printers: an IP problem is the most common cause

With printers connected wirelessly or over the network, the most frequently encountered problem is the following: the modem gives the printer a different IP address every time it is switched on. Since the printer definition on the computer points to the old address, the printer appears as "offline".

Go into the network settings from the printer's panel and find out the current IP address. If the printer's administration page opens when you enter this address in the browser, the printer is reachable on the network; the problem lies in the definition on the computer.

Permanent solution: static IP

Assigning a static IP address to the printer through the modem interface eliminates this problem permanently. In office environments this configuration should be standard; otherwise the printer disappears at regular intervals and has to be set up again each time.

Are you on the same network?

If your modem broadcasts two different bands, your computer and your printer may end up on different networks and cannot see each other. The same problem occurs if you use a guest network; guest networks generally block communication between devices. Band and network matters in our wireless network guide we set out in detail.

Clear the print queue

A stuck print job blocks every subsequent job. Cancelling the document is often not enough, because the job remains hanging in the queue.

The permanent solution runs in this order: from the Services window Print Spooler service must be stopped, the files in the print queue folder deleted and the service then restarted. This resets the queue completely and clears recurring blockages.

Driver and default printer

• Are you sending it to the correct printer? Windows sometimes changes the default printer. The document may be going to a PDF printer or to a device that is no longer in use. Fix the default under Settings → Printers.
• Turn off the automatic management by Windows. When the option "Let Windows manage my default printer" is enabled, the system makes the printer you used most recently the default and creates confusion.
• Download the driver from the manufacturer. The generic driver that Windows installs automatically handles basic printing, but it may not support scanning and advanced options.
• Delete the old records. If several copies of the same printer appear in the list, remove them all and carry out a single clean installation.

If scanning does not work

On multifunction devices it is common for printing to work while scanning does not. The reason is usually this: the printer driver has been installed, but the scanner component has not. Installing the manufacturer's full software package resolves this problem. For scanning over the network, make sure that the firewall is not blocking the relevant connection.

Print quality problems

• Faded or streaked output (inkjet): The print head is blocked. Run the printer's own cleaning routine; repeat it a few times if necessary. On printers that have been unused for a long time, this is to be expected.
• Faded output (laser): The toner may be running low. Taking out the cartridge and shaking it gently in a horizontal position redistributes the remaining toner and allows you to print for a while longer.
• Marks recurring at regular intervals: There is a build-up on the drum unit or the roller.
• The paper curls: The paper may have absorbed moisture; also check that the paper weight is supported by the printer.

Office printer installations

In multi-user environments, configuring the printer correctly noticeably reduces recurring support calls: a static IP assignment, correct driver distribution and, where required, central management via a print server. In our corporate installations we set up this configuration correctly from the outset and carry out the setup on user computers collectively.