Printer offline or not printing?
Check the connection, choose the right printer and clear a stuck job before reinstalling anything.
Cancelling a print job removes it from the queue. Keep the original document so you can print it again. Menu names vary with your software version.
Try these steps in order
After each step, check whether the problem is fixed. You can stop as soon as it works.
Check the printer itself
Wake it up and look for an error on its display. Check paper, ink or toner and any jam using the model’s manual. Turn it off, unplug it for 30 seconds, then reconnect and switch it on.
Check the connection
For Wi-Fi printing, confirm your computer and printer are on the same home network. A new router or password may mean the printer needs reconnecting. Use the printer’s own setup instructions. For USB, check the cable is firmly connected.
Choose the correct printer
In the app’s Print window, choose your physical printer rather than a PDF printer or an old duplicate entry. Try a small document to separate an app problem from a printer problem.
Windows 11: inspect the queue
Open Settings → Bluetooth & devices → Printers & scanners. Select your printer, then Open print queue. Cancel stuck jobs you no longer need and retry. Run the printer troubleshooter in the Windows Get Help app if it still fails.
Mac: resume printing
Open Print Centre and select your printer. Resume a paused printer or job, or delete a job that is blocking the queue. If one app alone fails, try printing from another app.
Use official help for the next step
If it remains offline, follow Microsoft’s or Apple’s guide below. For reconnection, supported Wi-Fi bands or driver updates, find your exact model in our manual library. Avoid generic driver-download adverts.
Still not working?
A printer that can print from another device is probably connected: focus on the failing computer or app. A printer that cannot produce its own test page needs model-specific help.
Note your printer model, computer operating system, connection type and exact error. Check manufacturer support before arranging a repair under warranty.
Official instructions
Use the instructions for your exact model and software version. These links open in a new tab.
How we chose these topics
These are five common problem areas highlighted in Which?’s August/September 2026 tech support report (opens in a new tab). We reviewed evidence published during 1 April–30 September 2026. We could not verify a complete UK search-volume ranking for that period, so these pages are an editorial selection, not a measured top five. Troubleshooting steps were checked against the official sources above.