can't get printer to print shows offline

[Gary_J]

printer just doesn't print.  The queue shows documents waiting but nothing happens

[Sneha_01]

Hi @Gary_J,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

When a printer shows as offline and doesn't print, there are several potential causes and solutions to consider. Here are some troubleshooting steps to help resolve the issue:

1. Check Printer Power and Connections

• Power: Ensure the printer is turned on and properly connected to a power source.

2. Set the Printer to Online

• Windows:
  1. Open the Control Panel and go to Devices and Printers.
  2. Right-click on your printer and select See what’s printing.
  3. In the queue window, click Printer and make sure Use Printer Offline is not checked.
• Mac:
  1. Open System Preferences and select Printers & Scanners.
  2. Select your printer from the list and check the status. If it says "Offline," click the Resume button if available.

3. Restart Printer and Computer

4. Clear the Print Queue

• Windows:
  1. Open the Control Panel and go to Devices and Printers.
  2. Right-click on your printer and select See what’s printing.
  3. In the queue window, click Printer and then Cancel All Documents.
• Mac:
  1. Open System Preferences and select Printers & Scanners.
  2. Select your printer and click Open Print Queue.
  3. Click Delete (X) next to each document to clear the queue.

5. Update or Reinstall Printer Drivers

• Windows:
  1. Open Device Manager.
  2. Find your printer under Printers or Print queues.
  3. Right-click on your printer and select Update driver. Follow the prompts to update the driver.
• Mac:
  1. Open System Preferences and select Printers & Scanners.
  2. Select your printer and click the - button to remove it.
  3. Click the + button to add the printer back. This will prompt macOS to download and install the latest drivers.

6. Check for Printer Errors

• Look at the printer's display (if it has one) for any error messages or status indicators.
• Refer to the printer's manual or manufacturer’s website for specific error codes.

7. Ensure the Printer is Set as Default

• Windows:
  1. Open the Control Panel and go to Devices and Printers.
  2. Right-click on your printer and select Set as default printer.
• Mac:
  1. Open System Preferences and select Printers & Scanners.
  2. Right-click or Control-click on your printer and select Set as default printer.

8. Network Troubleshooting (for Network Printers)

• Restart Router: Restart your Wi-Fi router if your printer is connected to the network wirelessly.
• IP Address: Ensure the printer has a valid IP address. You can check this on the printer's display or through its settings menu.
• Firewall/Security Software: Temporarily disable firewall or security software to check if they are blocking the printer.

9. Check for Printer Firmware Updates

• Visit the HP website to check for and install any available firmware updates for your printer model

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Sneha_01]

Hi @Gary_J,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

When a printer shows as offline and doesn't print, there are several potential causes and solutions to consider. Here are some troubleshooting steps to help resolve the issue:

1. Check Printer Power and Connections

• Power: Ensure the printer is turned on and properly connected to a power source.

2. Set the Printer to Online

• Windows:
  1. Open the Control Panel and go to Devices and Printers.
  2. Right-click on your printer and select See what’s printing.
  3. In the queue window, click Printer and make sure Use Printer Offline is not checked.
• Mac:
  1. Open System Preferences and select Printers & Scanners.
  2. Select your printer from the list and check the status. If it says "Offline," click the Resume button if available.

3. Restart Printer and Computer

4. Clear the Print Queue

• Windows:
  1. Open the Control Panel and go to Devices and Printers.
  2. Right-click on your printer and select See what’s printing.
  3. In the queue window, click Printer and then Cancel All Documents.
• Mac:
  1. Open System Preferences and select Printers & Scanners.
  2. Select your printer and click Open Print Queue.
  3. Click Delete (X) next to each document to clear the queue.

5. Update or Reinstall Printer Drivers

• Windows:
  1. Open Device Manager.
  2. Find your printer under Printers or Print queues.
  3. Right-click on your printer and select Update driver. Follow the prompts to update the driver.
• Mac:
  1. Open System Preferences and select Printers & Scanners.
  2. Select your printer and click the - button to remove it.
  3. Click the + button to add the printer back. This will prompt macOS to download and install the latest drivers.

6. Check for Printer Errors

7. Ensure the Printer is Set as Default

• Windows:
  1. Open the Control Panel and go to Devices and Printers.
  2. Right-click on your printer and select Set as default printer.
• Mac:
  1. Open System Preferences and select Printers & Scanners.
  2. Right-click or Control-click on your printer and select Set as default printer.

8. Network Troubleshooting (for Network Printers)

• Restart Router: Restart your Wi-Fi router if your printer is connected to the network wirelessly.
• IP Address: Ensure the printer has a valid IP address. You can check this on the printer's display or through its settings menu.
• Firewall/Security Software: Temporarily disable firewall or security software to check if they are blocking the printer.

9. Check for Printer Firmware Updates

• Visit the HP website to check for and install any available firmware updates for your printer model

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support