Which connection does your printer use?
Identify USB, Wi-Fi, Ethernet or a shared printer first, then follow the checks in order.
Step 1 of 4
In this guide
Identify the connection and read the printer
Identify the connection and read the printer
Work out whether printing uses a USB lead, Wi-Fi or an Ethernet cable. Note the make, exact model, any displayed error and whether the printer produces its own internal test page.
At the printer, check power and read the display or indicator lights. Look for a paper jam, a cover left open, an error or sleep mode. The printer needs to reach its ready state.
If its controls have frozen, switch the printer off and unplug its power cable. After 30 seconds, reconnect power, switch it on and let startup finish before sending a print job.
Then try printing from another computer or device. If another device can print, the printer is working and the problem is with this computer, so go straight to clearing the print queue. If nothing can print, check the printer's connection next.
Try printing again. If it prints, you can stop here.
Check the cable or network connection
Check the cable or network connection
USB
Unplug the USB lead from the computer, pause for a few seconds, then seat it firmly again. Try another USB socket. If a hub is involved, bypass it and connect the printer straight to the computer. Compare a compatible replacement USB lead if one is available, then test printing.
Wi-Fi or Ethernet
Read the printer's network indicator. For Wi-Fi, confirm the intended network name and that the computer uses the same network. For Ethernet, check the network lead is firmly seated. If it still cannot connect, restart the router.
On the printer's display, open Settings or Network Settings, then its Wi-Fi, Network or TCP/IP section. Find and write down the IP address.
Try printing again. If it prints, you can stop here.
Clear the print queue and print a test page
Clear the print queue and print a test page
Open Start > Settings > Bluetooth & devices > Printers & scanners and choose your printer.
Choose Open print queue. Select each document waiting there and choose Cancel. When the queue is empty, go back to the printer's page, select Printer properties and, on the General tab, choose Print Test Page.
If the test page gets stuck too, clear the queue again. Then go back to the printer's page and select Remove. The next step adds it back with the manufacturer's driver.
Try printing again. If it prints, you can stop here.
Use the official driver and check detection
Use the official driver and check detection
With the printer's make and model beside you, open Microsoft Edge and search for printer brand model driver download, replacing the brand and model with yours. Check that the result belongs to the printer manufacturer's official website. Avoid unofficial driver-download sites.
Find the exact model on that website, choose Windows 11 and download its current driver or full printer software. Open the download and follow the installation prompts.
In the installer, choose its install or add-printer option and allow the search to finish. If your printer appears, complete setup and print a test page.
If the software does not find the printer, either something is blocking it or the printer is not connected to the network properly. Check step 2 again, or contact us.
If the remaining failure concerns one document or app, follow the simple-document check.
If you need help setting the printer up or connecting it to your network, contact us.
Try printing again. If it prints, you can stop here.
Book IT supportFrequently asked questions
Why can a powered printer still show Offline?
Power and communication are separate checks. Read the printer display, confirm its USB or network connection, then clear the print queue and try a test page.
Where can I find the printer IP address?
Look in the network section of the printer display. Depending on the model, it may sit under Wi-Fi, Network or TCP/IP settings. Note the address for the connection and installation checks.
Where should I get the printer driver?
Use the printer maker’s official website and select your exact model and Windows 11. Check the website belongs to that manufacturer before opening a download.
What does a successful Windows test page tell me?
It shows that Windows can send a page through that printer connection at the time of the test. If one document or app still won't print, follow the simple-document check in our printer not printing guide.
