1. Start with the obvious: Is the Printer Ready?

If the printer’s control panel shows an error, address that first before assuming you have any other issues.

2. Check the Network Connection

I mentioned the light on the network card above. Some devices have these and some do not. One thing to check is that the plug is definitely inserted into the network card and if there is a light that it is green.

What if you have a wireless printer? Make sure it is still connected to the correct Wi-Fi network and see if you can still scan.

If printing, scan to email and scan to folder all stopped working, there is a good chance you’re dealing with a connectivity issue rather than a mechanical printer problem.

3. Yes, Restart the Printer

Restarting the printer allows its operating system to reboot and reconnect to the network.

Turn the device off properly. Some devices have two power switches, one to power down the hard drive and the second to physically power off the entire device. If you power off without powering down the hard drive, you could damage the hard drive. After you power off the device, wait at least 30 seconds and then, turn it back on. Sometimes, it also helps to unplug the device from the wall, as well, but again make sure you follow all manufacturer’s recommended shutdown procedures.

4. Restart Your Computer Also

The printer isn’t always the culprit. Your computer, operating system, print spooler, driver, or network connection may be causing the problem.

If restarting your computer fixes it, you probably didn’t have a printer problem at all.

There’s also an easy way to narrow this down:

Ask someone else if they can print.

If everyone else can print and you can’t, start with your computer. If nobody else can print, start looking at the printer, network, or print server.

5. Look at Your Print Queue

We’ve all clicked print more than once when nothing happened. Before long, you may have five copies of the same document sitting in the queue – and one failed job can sometimes hold up everything behind it.

Open the print queue by doing this:  Start → Settings → Bluetooth & devices → Printers & scanners → select your printer → Open print queue.  Now look for documents that are stuck or showing an error. Cancel the failed jobs and try again.  Here is Microsoft’s troubleshooting instructions.

If the queue repeatedly freezes, there may be an issue with the print spooler, print driver, print server, or network communication.

If it is the same print job that keeps holding up the print queue, the document could be corrupt and may need to be recreated first before trying to print.

6. Make Sure Windows Didn’t Put the Printer Offline

Sometimes Windows is the problem. Check your printer settings and make sure Use Printer Offline hasn’t been selected.

While you’re there, make sure you’re actually printing to the right printer.

This happens more often than you might think, especially when employees have multiple printers installed or work from different offices.

Windows also has rolled our WPP: Windows Protected Print Mode. Enabling Windows Protected Print Mode: removes printers using third-party drivers and prevents those drivers from being used while it remains active. You can read Andy Aveni’s blog about this Here, if you think it may be your issue.  Here is a link to Microsoft’s explanation, also.

7. Check the Printer’s IP Address

This is where things get a little more technical, but it’s also one of the most common causes of an offline network printer.

Think of an IP address as the printer’s address on your network.

Your computer needs that address to know where to send the print job.

If the printer’s IP address changes but your computer or print server is still looking for the old address, the printer may appear offline even though there’s absolutely nothing wrong with it.

You can usually find the printer’s current IP address on its control panel or by printing a network configuration page.

If you’re comfortable doing so, compare that address with the printer port configured on your computer or print server.

If the addresses don’t match, you may have found your problem.

8. Does the Printer Have a Static IP Address?

If the same printer keeps going offline, this is something worth investigating.

Networks can automatically assign IP addresses using DHCP. Depending on how your network is configured, those addresses can change.

That’s why many business printers use a static IP address or DHCP reservation. It helps ensure that computers and servers always know where to find the printer.

One warning: don’t start randomly changing IP addresses.

If you aren’t familiar with your organization’s network configuration, this is a good time to involve your IT department or Managed IT provider. An incorrect setting can create additional problems.

9. Check the Print Driver

The print driver is essentially the translator between your computer and the printer.

Drivers can become outdated, corrupted, incorrectly configured, or incompatible following operating system updates.

Sometimes updating or reinstalling the correct manufacturer’s driver solves the problem.

The correct driver becomes even more important if your organization uses features such as secure print, accounting codes, multiple paper trays, stapling, finishing, or specialized print settings.

10. Consider That It May Not Be A Printer Problem

This is probably the most important point.

A printer that says “offline” isn’t necessarily broken.

Modern office printers are part of your technology infrastructure.

Think about everything involved when you hit Print:

Computer → Operating System → Print Driver → Network → Print Server → Printer

A problem anywhere along that path can stop the document from reaching the printer.

Firewalls, network switches, Wi-Fi, DNS settings, Windows updates, print servers, security policies, drivers, and IP addresses can all affect printing.

That’s why printer troubleshooting today often requires understanding both the printer and the IT environment surrounding it.

Why Does My Printer Keep Going Offline?

If restarting the printer fixes the problem today but it goes offline again tomorrow, don’t just keep restarting it.

Something is causing it.

Repeated offline problems can be related to:

• Changing IP addresses
• Unstable Wi-Fi or network connections
• Print server problems
• Outdated drivers
• Windows updates
• Firewall or security changes
• Sleep and power-management settings
• Printer firmware
• Network hardware
• The printer itself

Finding the underlying cause is much better than repeatedly treating the symptom.

Is It a Printer Problem or an IT Problem?

Sometimes that’s the hardest question to answer.

If the printer has a paper jam, hardware error, mechanical issue, or other device-specific problem, your printer service provider is probably the right call.

But if the printer says it’s ready and your computers simply can’t communicate with it, you may actually have an IT or network problem.

And that’s where things can get frustrating.

Your IT provider says:

“It’s the copier.”

Your copier provider says:

“It’s the network.”

Meanwhile, your employees still can’t print.

At Doing Better Business, we support both sides of that equation. Our Managed Print Services and service teams understand the devices, while our Managed Network professionals understand the network and infrastructure surrounding them.

Sometimes the fastest way to solve a printer problem is simply getting the right people talking to each other.

 

When Should I Call for Printer Service?

If you’ve gone through the basic troubleshooting and still can’t print, it’s probably time to get some help.

• Definitely contact your printer service or IT provider if:
• Multiple employees suddenly can’t print
• The printer repeatedly goes offline
• The printer’s IP address can’t be reached
• Network connectivity keeps dropping
• Restarting only temporarily solves the problem
• The printer displays a hardware error
• Printing and scanning functions stop working at the same time
• You’re not comfortable changing network settings

And if you aren’t sure whether it’s a printer or network problem, don’t start changing settings just to see what happens. You can easily turn one problem into two.

Frequently Asked Questions About Offline Printers

Why does my printer say offline when it’s turned on?

“Offline” usually means your computer can’t communicate with the printer. The printer can be powered on and working perfectly but still appear offline because of a network problem, changed IP address, incorrect printer port, print server issue, driver problem, or Windows setting.

Why does my printer keep going offline?

If it happens repeatedly, look beyond simply restarting the printer. Changing IP addresses, unstable network connections, Wi-Fi problems, sleep settings, print servers, outdated drivers, firmware, or network configuration can all cause recurring problems.

Can an IP address cause a printer to go offline?

Absolutely. If the printer receives a new IP address but your computer or print server continues sending print jobs to the old one, the printer can appear offline.

Should an office printer have a static IP address?

Many organizations use static IP addresses or DHCP reservations for business printers so their network addresses remain consistent. Your IT provider should determine the best configuration for your network.

Why can everyone else print except me?

That’s actually good information to have.

If everyone else can print, there’s probably nothing wrong with the printer. Start with your computer, printer selection, print queue, driver, printer port, and network connection.

Why can’t anyone in the office print?

If everyone loses the same printer at once, start looking at the printer’s network connection, IP address, print server, network infrastructure, or the device itself.

Can cybersecurity affect printing?

Yes. Today’s printers are network-connected devices. Firewalls, network segmentation, authentication requirements, certificates, blocked ports, and other security controls can affect printing and scanning.

That’s another reason printers should be considered part of your organization’s overall IT and cybersecurity strategy.

Still Can’t Get Your Printer Online?

If you’ve tried these steps and your printer keeps going offline, it’s probably time to look beyond the obvious.

We have a comprehensive KNOWLEDGE BASE which includes more frequently asked questions.

The problem could be the printer. It could be the network. It could be the print server, driver, operating system, or security configuration.

Doing Better Business provides printer and copier service, Managed Print Services, Managed IT Services, cybersecurity, and network support for organizations throughout Pennsylvania, Maryland, Ohio, West Virginia, and Virginia.

We’ve been helping organizations solve office technology problems since 1973, and today’s problems increasingly require expertise on both sides of the equation—the device and the network behind it.

Not sure whether you have a printer problem or an IT problem? Let’s figure it out.