Printer troubleshooter

Pick what your printer is doing, then follow the steps one at a time. These are safe steps for home printers on Windows 10 and 11. Nothing here needs special tools.

Watch out for fake “printer support” sites, pop-ups and phone numbers in search ads. Only download drivers from your printer maker's official website.

All the steps on one page

The same steps as the troubleshooter above, for printing or reading through.

Printer says “Offline”

1. Turn the printer off and on. Switch the printer off, wait 30 seconds, and turn it back on. Wait until it finishes warming up and the WiFi light is solid (not blinking).
2. Check it's on the same WiFi. Print a network or WiFi report from the printer's own menu or buttons (search your model + “print network configuration”). The network name on the report must match the one your computer is using. If it doesn't, rejoin the printer to your WiFi from its control panel or the maker's app.
3. Turn off “Use Printer Offline”. Windows 11: Settings › Bluetooth & devices › Printers & scanners › your printer › Open print queue. In the queue window, open the Printer menu and make sure Use Printer Offline is not checked. Cancel any stuck jobs there too.
4. Restart your computer and router. Restart the computer. If the printer still shows offline, unplug your internet router for 30 seconds, plug it back in, wait for the internet to come back, then turn the printer off and on again.
5. Remove and re-add the printer. In Printers & scanners, select the printer and choose Remove. Then click Add device and pick it again when it appears. If it doesn't appear, install the latest software from the printer maker's website (not from an ad or pop-up).

I click Print and nothing happens

1. Check the basics on the printer. Make sure it has paper, the doors are closed, and the screen doesn't show an error such as a paper jam or empty ink or toner.
2. Make sure you picked the right printer. In the Print window, look at the printer name. Many computers list several (“Microsoft Print to PDF”, “OneNote”, an old printer). Pick your real printer and try again.
3. Clear the print queue. Windows 11: Settings › Bluetooth & devices › Printers & scanners › your printer › Open print queue. Cancel every job listed, then print one page again. One stuck job can block everything behind it.
4. Restart the Print Spooler. Press Windows key + R, type services.msc and press Enter. Find Print Spooler, right-click it and choose Restart. Then print again.
5. Update or reinstall the printer software. Remove the printer in Printers & scanners, restart the computer, then add it back. If needed, download the driver from the maker's official website.

Prints are blank, faded or streaky

1. Check ink or toner levels. Look at the levels on the printer's screen or in the maker's app. Replace any cartridge that's empty or very low. Remove the protective tape from new cartridges.
2. Run the cleaning tool. Inkjet printers have a Clean printhead or Clean print cartridges option in the printer's menu or app. Run it once or twice, then print a test page. Don't run it over and over; it uses ink.
3. Print a test or quality page. Print the printer's own quality report from its menu. If that page is fine, the problem is in the document or settings (for example, “draft” or “save ink” mode is on).
4. Check the paper and settings. Use plain paper that isn't damp or curled, and make sure the paper type in the Print settings matches what's loaded. Glossy settings on plain paper can smear.
5. Let it sit if it hasn't been used. If an inkjet hasn't printed in weeks, the ink may have dried. Run a cleaning, wait an hour, and try again. If the test page still has gaps, the cartridge or printhead may need replacing.

Paper jam (or a jam light with no paper stuck)

1. Turn it off before reaching in. Turn the printer off and unplug it. Open every door and tray the manual shows.
2. Pull paper out slowly. Hold the jammed sheet with both hands and pull slowly in the direction the paper normally travels. Tearing it leaves small pieces behind.
3. Look for small scraps. Use a flashlight to check for torn bits, labels or staples inside, including the back door and duplex unit if your printer has one.
4. Reload the paper. Fan the stack, square it up, and don't overfill the tray. Slide the guides so they touch the paper without bending it.
5. Power back on and test. Plug it in, turn it on, and print one page. If the jam light comes back with no paper inside, a sensor or roller may need service.

Stopped working after a new router or internet change

1. Why this happens. A new router (or a new internet provider) usually means a new WiFi name or password. The printer is still trying to join the old network.
2. Rejoin the printer to WiFi. On the printer's control panel, open the WiFi or Wireless setup wizard, pick your new network and enter the password. Printers without a screen usually have a WPS button or a setup mode in the maker's app.
3. Remove the old printer from the computer. Windows 11: Settings › Bluetooth & devices › Printers & scanners. Remove the old entry, then click Add device and add it again.
4. Use 2.4 GHz if it won't connect. Many printers only work on 2.4 GHz WiFi. If your router uses one combined network name and the printer won't join, the router may need a setting changed or a separate 2.4 GHz network.

Prints from my phone but not my computer

1. The printer itself is fine. If your phone can print, the printer and WiFi are working. The problem is on the computer.
2. Check the computer's WiFi. Make sure the computer is on the same WiFi as the phone, not a guest network, a neighbor's network or a VPN.
3. Clear the queue and restart the spooler. Cancel stuck jobs in the print queue, then restart the Print Spooler (Windows key + R, services.msc, right-click Print Spooler, Restart).
4. Remove and re-add the printer. Remove the printer in Printers & scanners, restart the computer, and add it back. Install the maker's latest driver from their official website if Windows doesn't find it.

Running an office with shared printers? See Comp Components' business printer guide. Not sure what a term means? Check the tech terms glossary.