I can't print: common printer fixes for Windows and Mac

Nine times out of ten, a printing problem comes down to the printer, the network or a stuck print job. Start at the top.

1. Check the printer itself

• Is it switched on and showing Ready, with no error on its screen?
• Check for paper jams, empty trays and low toner or ink.
• Turn it off, wait 30 seconds, and turn it back on.

2. Are you on the right network?

Office printers are normally only reachable from the office network. If you're on guest Wi-Fi, a phone hotspot or working from home, you usually won't see them.

3. Clear a stuck print queue

Windows

1. Settings → Bluetooth & devices → Printers & scanners → select your printer.
2. Open the print queue, then cancel all documents.
3. Restart your computer and try again.

Mac

1. Apple menu → System Settings → Printers & Scanners → select your printer.
2. Click Printer Queue… and delete the stuck jobs.
3. If the queue says Paused, click Resume.

4. Printer shows as "Offline"

• Restart the printer and your computer.
• Check that other people can print. If nobody can, it's the printer or the network, so raise a ticket.
• If it's only you, remove the printer and add it again (next step).

5. Remove and re-add the printer

• Windows: Printers & scanners → your printer → Remove, then Add device.
• Mac: Printers & Scanners → select it → Delete Printer, then Add Printer, Scanner or Fax…

Don't download printer drivers from random websites. If a driver is needed, get it from the manufacturer's own site, or ask us to install it for you.

Still stuck?

Raise a ticket with the printer's name or location, any error message (a photo of the printer screen is ideal), and whether anyone else can print.