Printer Says Offline? How to Fix It on Windows and Mac

You press Print and nothing happens. On Windows, the printer shows as "Offline" in Settings, or you see "Printer not responding" or "Error - Printing" in the queue. On a Mac, you get "The printer is not connected" or "Printer is offline", and the job just sits there. The printer itself looks fine, is switched on, and may even be showing a Wi-Fi light.

This is the most common printer problem in homes, and it affects HP, Canon, Epson and Brother printers alike. Here's how to get printing again, and how to stop it happening every few weeks.

Why This Happens

"Offline" means your computer can't find the printer on the network. The printer may be perfectly healthy. The usual reasons are:

• The printer has dropped off the Wi-Fi, perhaps after a router restart, a new router or a Wi-Fi password change.
• It's on a different network, such as a guest network or a separate 5GHz network the computer isn't on.
• Sleep mode: some printers go into a deep sleep and stop responding to the network.
• Its IP address has changed. Your computer remembers the printer at an old address, and when the router gives it a new one, the computer can't find it.
• A stuck print job or print spooler on Windows that blocks everything else.

Fix 1: The Basics

1. Turn the printer off, wait 30 seconds and turn it back on. Wait until it's fully ready.
2. Restart your computer.
3. Check the printer's display or network light. Most printers can print a network configuration page from their settings menu, which shows whether they're connected and to which network.
4. Make sure your computer is connected to the same Wi-Fi network as the printer, not a guest network or a neighbouring hotspot.

Fix 2: Reconnect the Printer to Wi-Fi

If you've changed your router, broadband provider or Wi-Fi password recently, the printer will still be trying to join the old network. Reconnect it using its own menu or the manufacturer's app:

• HP: use the HP Smart app, or the Wireless Setup Wizard on the printer's control panel.
• Canon: use the Canon PRINT app, or the Wi-Fi setup option in the printer's LAN settings menu.
• Epson: use the Epson Smart Panel app, or Wi-Fi Setup from the printer's menu.
• Brother: use the Brother Mobile Connect app, or the Setup Wizard in the printer's network menu.

Fix 3: Clear the Queue and Restart the Print Spooler (Windows)

On Windows, a single stuck job can block everything.

1. Go to Settings > Bluetooth & devices > Printers & scanners, choose your printer and click Open print queue.
2. Cancel all documents in the queue.
3. In the queue window, open the Printer menu (or the three dots menu) and make sure Use printer offline is not ticked.
4. If jobs won't cancel, press Windows key + R, type services.msc and press Enter.
5. Find Print Spooler in the list, right-click it and choose Restart.

Fix 4: Reset Printing on a Mac

1. Open System Settings > Printers & Scanners.
2. Select the printer and click Printer Queue. Delete any stuck jobs and click Resume if the printer is paused.
3. If that doesn't help, Control-click (right-click) in the list of printers and choose Reset printing system. This removes all printers, so you'll need to add yours again afterwards.

Fix 5: Stop the IP Address Changing

If the printer goes offline every few days or weeks, this is almost certainly why. Your router gives each device an address, and printers that sleep a lot can come back with a different one.

The proper fix is a DHCP reservation, which tells your router to always give the printer the same address.

1. Find the printer's current IP address on its network configuration page or its display.
2. Log in to your router: 192.168.1.254 for BT and EE hubs, 192.168.0.1 for Sky and Virgin Media hubs. The password is on the router's sticker or card.
3. Look for a setting called DHCP reservation, Address reservation or Always use this IP address, usually in the LAN, DHCP or connected devices section.
4. Reserve the printer's current address, then restart the printer.

Avoid typing a static IP address into the printer itself, which can cause clashes. Our guide to IP address conflicts explains why.

Fix 6: Turn Down Sleep Mode

Some printers sleep so deeply that they stop answering on the network. In the printer's settings menu or its web page, look for Sleep, Auto Off or Power Management. Turn off Auto Off (which switches the printer off entirely) and lengthen the sleep timer if it's very short.

Fix 7: Remove and Re-add the Printer

If none of the above has worked, start fresh on the computer.

Windows 11:

1. Go to Settings > Bluetooth & devices > Printers & scanners.
2. Select the printer and click Remove.
3. Restart the computer.
4. Back in Printers & scanners, click Add device and choose your printer when it appears. If it doesn't, click Add manually and add it by its IP address.

Mac:

1. Go to System Settings > Printers & Scanners.
2. Select the printer and click Remove Printer.
3. Click Add Printer, Scanner or Fax and choose your printer. If it doesn't appear, use the IP tab and enter its address.

It's also worth downloading the latest driver or software from the manufacturer's own website, not a third-party download site.

When to Get Help

If your printer still won't cooperate, or several computers in the house all need setting up, our computer and printer support can get everything printing reliably. Many printer issues can be fixed through remote support anywhere in the UK. Senri Home engineers also visit across West and South West London, seven days a week from 8am to 9pm. Book a visit or call or WhatsApp 07826 399715.

Related Reading

• IP Address Conflict at Home? How to Fix It for Good
• Laptop Slow After a Windows Update? How to Fix It
• New Laptop Setup Checklist: What to Do First