Printer not working? How to fix it on Windows, Mac, iPhone, Android

You hit Print and nothing happens. Or the printer says "offline" while it sits right there with its lights on.

By the end of this guide, your printer will be printing again, or you'll know exactly which part is broken.

The short answer

Turn the printer off, unplug it for 30 seconds, and turn it back on. Then clear the stuck jobs from the print queue on your computer and try again. If it still says offline, make sure the printer is on the same Wi-Fi network as your device. Those three steps fix most printer problems.

Before you start

• What you need: the printer, the device you're printing from, and your Wi-Fi password.
• How long: 5 minutes for the basics, up to 30 if you need to reinstall the printer.
• No data risk. Nothing here touches your files. The worst case is re-adding the printer.

Step 1: Check the printer itself

1. Look at the printer's screen or lights for an error: paper jam, low ink or toner, open door, or no paper.
2. Clear any jam by following the diagram inside the printer's door. Pull paper out slowly in the direction it travels.
3. Power off the printer with its button, unplug it, wait 30 seconds, and plug it back in.
4. Print a test or configuration page from the printer's own menu (usually under Settings, Reports, or Tools).

If the test page prints, the printer works. The problem is the connection or your computer, so keep going.

Step 2: Confirm it's on your network

Wireless printers drop off Wi-Fi more than anything else on your network. That's especially true after a router restart or an internet provider swap.

1. Find the network status on the printer's screen (often under Wireless or Network). On printers without a screen, the test page from Step 1 usually lists it.
2. Check that the network name matches the one your computer or phone is using.
3. Reconnect the printer to Wi-Fi from its menu if it's on the wrong network or none at all.

Many printers only work on the 2.4 GHz band. If your router uses one name for both bands and the printer won't join, that can be why. If your Wi-Fi itself keeps cutting out, fix that first with our router dropping Wi-Fi guide.

Step 3: Clear the queue and reconnect on your device

One stuck job can block everything behind it. Clearing the queue frees it up.

Windows 11

1. Open Settings → Bluetooth & devices → Printers & scanners, then click your printer.
2. Click Open print queue, then cancel every job listed.
3. Click Printer in the queue window's menu and uncheck Use Printer Offline if it's checked.
4. Restart the Print Spooler if jobs won't cancel. Press Windows key + R, type services.msc, press Enter, right-click Print Spooler, and choose Restart.

The spooler is the Windows service that holds print jobs. Restarting it clears jobs that are stuck. Once it's working, the queue should be empty and the printer should show as Idle or Ready.

Mac

1. Open System Settings → Printers & Scanners and click your printer.
2. Click Printer Queue (on some versions, Open Print Queue) and delete any stuck jobs.
3. Click Resume if the queue shows the printer as paused.

iPhone

1. Make sure your iPhone is on the same Wi-Fi as the printer. iPhones print using AirPrint, which only works on the same network.
2. Print from the app with the Share button → Print, then tap Printer and select yours.
3. Swipe up to the app switcher while a job is pending, and you'll see Print Center. Open it to cancel a stuck job.

If your printer doesn't appear, it may not support AirPrint. Install the manufacturer's official app from the App Store.

Android (Samsung and Pixel)

1. Open printing settings:
   • Pixel: Settings → Connected devices → Connection preferences → Printing
   • Samsung: Settings → Connections → More connection settings → Printing
2. Turn on Default Print Service, or the manufacturer's plugin if it's listed.
3. Install the official plugin or app from your printer's maker in the Play Store if your printer doesn't show up.
4. Print from the app's menu (usually ⋮ → Share → Print or ⋮ → Print).

Still not working? Try these

Remove the printer and add it back

This fixes most "offline" errors that keep coming back, because your computer may still be looking for the printer at an old network address.

Windows 11:

1. Go to Settings → Bluetooth & devices → Printers & scanners, click the printer, and click Remove.
2. Restart the computer.
3. Click Add device on the same page and pick your printer when it appears.

Mac:

1. Go to System Settings → Printers & Scanners, select the printer, and click Remove Printer.
2. Click Add Printer, Scanner, or Fax, choose your printer, and click Add.

Install the manufacturer's driver

A driver is the software that tells your computer how to talk to the printer. The built-in one sometimes falls short. Get the current driver only from the printer manufacturer's official website, using your exact model number from the label on the printer.

Reset printing on a Mac

If every printer acts up, Control-click in the printer list under Printers & Scanners and choose Reset printing system. This removes all printers, so you'll add yours back afterward.

Try a USB cable

If your printer has a USB port, plug it straight into your computer. If it prints over USB but not Wi-Fi, the printer works fine and the problem is your network.

Update the printer's firmware

Firmware is the printer's built-in software. Update it from the printer's menu (look for Update or Web Services) or through the manufacturer's app.

Keep it from happening again

• Reserve an IP address for the printer in your router settings. This gives the printer the same network address every time, so your computer can always find it.
• Leave the printer on, or use its sleep mode. Constant unplugging makes some printers rejoin Wi-Fi slowly or not at all.
• Keep it within good Wi-Fi range. Thick walls and long apartments cause dropouts. Our prewar apartment dead zone guide covers fixes.
• Install firmware updates when the printer or its app offers them.

Quick answers

Why does it say offline when the printer is on? Usually the printer dropped off Wi-Fi or got a new network address. Reconnect it to Wi-Fi, then remove and re-add it on your computer.

Do I need the printer company's app? Not always. Most modern printers work with what's built into Windows, Mac, iPhone, and Android. Install the official app when the printer doesn't show up or you need scanning or ink alerts.

Is my old printer worth fixing? If it prints a test page, yes. The problem is almost always setup, not hardware. If it jams constantly or shows hardware errors, replacing it is often cheaper than repair.

Rather have us fix it?

If your printer still won't cooperate, an ITGoNYC tech can connect remotely, clear the queue, install the right driver, and get it printing, usually in one session. If it's a network or hardware problem, we'll send someone on-site anywhere in the five boroughs or Long Island. Call or text 347-549-9059 now for same-day help, or open a ticket.