What to check if your device won't print or scan.
It's a common problem. Suddently you press print or scan and nothing happens. Our experts are always here and ready to help but there are some simple things you can check before you call.
Check the device has power. It can be a good idea to do what we call a 'master reset' in these cirumstances - turn it off at the socket, wait 30 seconds and turn it on again.
Confirm the device is ready to receive jobs and isn't displaying any error messages. These error messages should be clearly visible on the device’s display - for example, paper jam, out of toner, or offline. Most devices will provide instructions in the case of simple fixes.
Check any cables. If the device is connected by USB, check that the cable is securely connected between the device and computer with no visible signs of damage. If it's a network device, check if the network cable is securely inserted at both ends and that any activity lights are flashing on the network port of the device. In both instanmces it can be helpful to try a new cable or a different one - preferably that you know is working.
Verify the IP Address. This can be found by printing a network configuration page from the device and verifying it is assigned a valid IP address on the network. Your IT support should be able to confirm if it's correct for the network and device.
Check the network connectivity. Open a Command Prompt on the PC - type "cmd" in the search bar (Windows key + S) - and check that the device responds to a ping command between the device and the network.
Check if the printer is showing as offline. Open Devices and Printers on the computer and check that the port configuration matches the IP address confirmed previously.
Check the printer queue on the server and workstations, to make sure there are no stuck print jobs in the print queue that could be stopping jobs getting to the device. You can then delete as required to clear the queue.
Confirm which users are affected. Are all users unable to print and scan or if it is isolated to certain users? If it is isolated to certain users, are they able to print to other devices? If nobody can print, and the driver is installed on a server, can you print directly from the server?
If some scan to email addresses are not working, check the spelling of the address entries via the web interface of the device. If folder destinations are not working check the information held as the address entry in the device. If scanning is not working for all users, please contact your IT department in the first instance to rule out any currently known network issues.
When in any doubt, please log a ticket with our friendly team and we'll be happy to help.