Troubleshooting Guide: Printer won’t print

Symptoms:

• Jobs stuck in queue, “Offline,” or “Error – Printing”
• Printer panel shows paper jam/low toner/offline Pre-checks:
• Confirm printer has power, no jams, paper loaded, doors closed
• Check printer’s control panel for errors and network status (has IP address) 

Troubleshooting Steps:

1. Verify correct printer/queue
   • Ensure you’re sending to the correct site/room printer and it’s set as default
2. Clear stuck jobs
   • Cancel all jobs in your queue; try a single-page test print (PDF)
3. Windows: restart Print Spooler and clear queue
   • Open Services → Print Spooler → Stop
   • Clear C:\Windows\System32\spool\PRINTERS (requires admin rights)
   • Start Print Spooler; reattempt print
4. macOS: reset/re-add printer
   • System Settings → Printers & Scanners → right-click list → Reset printing system
   • Re-add the printer by IP (use IP from printer panel)
5. Re-add printer with correct driver
   • Windows: Add a printer → “The printer that I want isn’t listed” → Add by TCP/IP
   • macOS: Add → IP → enter IP, select recommended driver
6. Network check
   • If printer has no IP or pings fail from your laptop, contact Network Ops; the device may be offline/VLAN issue
7. Supplies/maintenance
   • Replace toner/ink, clear jams, close doors, then retest 

Validation:

• Test page prints within 30 seconds, queue clears automatically 

Escalation:

• Collect: printer name, IP, your OS, job file type/size, any panel errors, ping results
• Submit a ticket using the IT request form, with screenshots of queue and printer panel