How to get your printer back online

Before you start

• The printer is switched on and shows no error lights or messages on its screen.
• There is paper in the tray and no paper jam.
• You know your Wi-Fi network name (if it is a wireless printer).
• You have saved any open documents, because one step asks you to restart your computer.
• You know the make and model of your printer. It is usually printed on the front or on a label at the back.

0 of 5 done. Ticking just helps you keep track; nothing is saved or sent.

Steps

1. 1

   Restart everything in the right order

   Switch the printer off, wait 30 seconds and switch it back on. Wait until it finishes starting up. Then restart your computer. This clears temporary connection problems more often than you might expect.

2. 2

   Check the connection type

   If your printer connects with a USB cable, unplug the cable from both ends and plug it back in firmly, ideally into a different USB port on the computer. If it uses Wi-Fi, carry on to step 3.

3. 3

   Check the printer is on your Wi-Fi

   Most wireless printers have a Wi-Fi light or a network menu on their screen. A flashing or unlit Wi-Fi light usually means the printer has lost the network. Many printers can print a "network configuration" or "wireless test" page from their settings menu; it shows which network they are connected to. Make sure it matches the network your computer is using. If your broadband provider recently changed your router or Wi-Fi password, the printer will need reconnecting using its setup menu.

4. 4

   Clear stuck print jobs

   • Windows: Open Settings, then Bluetooth & devices (or Devices), then Printers & scanners. Select your printer, open the print queue and cancel every job listed. Names vary by version.
   • Mac: Open System Settings (or System Preferences on older Macs), then Printers & Scanners. Select your printer, choose Open Print Queue and delete the jobs listed.
5. 5

   Make sure the right printer is selected

   If you have used other printers before, your computer may be sending jobs to an old one. In the Print window of your app, check the printer name. On Windows, you can also turn off "Let Windows manage my default printer" in Printers & scanners and set your printer as the default.

6. 6

   Remove the printer and add it again

   In Printers & scanners (Windows) or Printers & Scanners (Mac), remove your printer. Then choose Add device (Windows) or the + button (Mac) and select it again when it appears. This often fixes an offline status that keeps coming back.

7. 7

   Update the printer software

   Visit your printer manufacturer's official website, search for your model and install the recommended driver or app for your version of Windows or macOS. Only download from the manufacturer's own site, never from pop-up adverts or "driver updater" tools.

If this happens, try this

• If the printer prints a test page from its own menu but not from your computer

  The printer is fine, so the problem is the connection or the computer. Focus on steps 3 to 6.

• If the printer will not join Wi-Fi at all

  Move it closer to the router for setup, then check the Wi-Fi password carefully. Some older printers only connect to 2.4 GHz networks; your router settings or provider can tell you whether this is available.

• If it worked until a Windows or Mac update

  Check the manufacturer's website for an updated driver for your operating system version.

• If only one app will not print

  Try printing from a different app. If that works, restart the problem app or check its own print settings.

• If the printer shows an error code

  Look the code up on the manufacturer's support site. Error codes often mean a hardware issue such as a carriage jam, which these steps will not fix.

Things to be careful about

• Do not pull out paper that is stuck deep inside the printer with force. Follow the jam instructions on the printer screen or in the manual, and switch the printer off first.

• Avoid "free driver" sites and software that promises to fix all printer problems. Some bundle unwanted programs. Use the manufacturer's site.

• A factory reset of the printer will wipe its network settings. Only use it if the manufacturer's instructions recommend it, and make sure you know your Wi-Fi password first.