---
title: Printer Offline
category: Hardware
summary: Windows says the printer is "Offline" or jobs are stuck in the queue.
applies_to: Windows 10 / 11 with network or USB printers
related: 03-wifi-not-connecting, 12-ticket-notes-and-escalation
---

## Symptoms

- Printer status shows **Offline** in Windows.
- Print jobs sit in the queue and never print, or show "Error - Printing".
- The printer worked yesterday and no one changed anything.
- Only one PC can't print, or nobody can.

## Before you start

- Is the problem **one PC or everyone**? If everyone is affected, the printer or its network connection is the likely cause.
- What kind of printer is it: USB, network (wired or Wi-Fi), or shared from a print server?

## Steps

1. **Look at the printer itself.** Is it on, awake, out of paper or ink/toner, showing an error, or has a paper jam? Power-cycle it (off, wait 30 seconds, on).
2. **Check how it's connected.** USB: try another cable and port. Network: check the cable and link lights, or the Wi-Fi indicator.
3. **Print a configuration/test page from the printer's own menu.** This usually shows its **IP address**. Test from a PC: `ping <printer IP>`.
    - No reply: network problem (cable, Wi-Fi, switch) - see the *Wi-Fi Not Connecting* runbook.
    - Replies: the printer is reachable, so the problem is on the PC.
4. **Check the printer's IP address hasn't changed.** If the printer gets an address automatically, a new address makes the PC's saved port point to the wrong place. Compare the printer's IP with the PC's port: Settings > Bluetooth & devices > Printers & scanners > (printer) > Printer properties > *Ports*. If it differs, update the port. Ask the network owner about reserving a fixed address for the printer so it doesn't happen again.
5. **Turn off "Use Printer Offline"** if ticked: open the print queue (Printers & scanners > printer > *Open print queue*), then *Printer* menu > untick **Use Printer Offline**.
6. **Clear the print queue** if jobs are stuck. In an administrator Command Prompt:
    ```
    net stop spooler
    del /Q /F /S "%systemroot%\System32\spool\PRINTERS\*.*"
    net start spooler
    ```
7. **Set it as the default** if the user prints to the wrong device: Printers & scanners > turn off "Let Windows manage my default printer" and choose the printer.
8. **Reinstall the printer:** remove it from Printers & scanners, then add it again (*Add device*). If it isn't found, add it by IP address using the printer's IP. Install the manufacturer's current driver if the generic driver misbehaves.
9. **Test print** a Windows test page (Printer properties > *Print Test Page*) and have the user print their document.

## Escalate when

- The printer shows a hardware error code (jam you can't clear, fuser/drum error, service message).
- The printer won't respond to `ping` and the cable/Wi-Fi checks don't help (network team).
- The printer is managed through a **print server** or group policy and drivers or queues look broken.
- Many people lost printing at the same time.
- Printing is needed for something urgent and a workaround (another printer) isn't available.

## Ticket note template

```
Issue: Printer <name / location / model> shows offline / not printing
Scope: one PC / many users | Connection: USB / network / print server
Printer panel status: | Test page from printer: OK / fail | Printer IP: 
Ping printer IP: OK / fail | PC port IP matches printer IP: Y/N
Actions: restarted printer [Y/N] | cleared queue [Y/N] | untick Use Printer Offline [Y/N] | re-added printer / driver [Y/N]
Result: Test page printed Y/N | User confirmed printing Y/N
Next step / escalated to: 
```