Help with common printing problems

1. Printer shows “Offline”

1. Make sure the printer is switched on and connected, then select Refresh on the Printers page.
2. Open Settings › Bluetooth & devices › Printers & scanners, choose the printer, then select Open print queue.
3. Open the Printer menu and clear "Use Printer Offline".
4. Make sure the printer and this PC are on the same network (the same Wi-Fi name, or the same router).

2. Documents stuck in the queue

1. Open Settings › Bluetooth & devices › Printers & scanners, choose the printer, then select Open print queue.
2. Right-click the stuck document and choose Cancel. Documents started by other people on this PC need an administrator.
3. If a document won't go away, run the Printer troubleshooter (Settings › System › Troubleshoot) or ask an administrator to restart the Print Spooler service.

3. “The print spooler service is not running”

1. Open Settings › System › Troubleshoot › Other troubleshooters.
2. Next to Printer, select Run and follow the steps. The Windows troubleshooter can restart the Print Spooler service for you.
3. If that doesn't help, ask an administrator of this PC to restart the "Print Spooler" service, then check again here.

4. Wrong printer used, or the default printer keeps changing

1. Open Settings › Bluetooth & devices › Printers & scanners.
2. Turn off “Let Windows manage my default printer”.
3. Choose your printer and select Set as default.

5. Printer can’t be reached or isn’t found on the network

1. Check that the printer is switched on and isn't showing an error on its own display.
2. Make sure the printer and this PC are on the same network (the same Wi-Fi name, or the same router).
3. If the printer's address has changed, find it on the Printers page and add it as a new printer.

Still stuck?

Write to [email protected] or use the support form at scanprint.app/smart-printer/support/ and tell us what the Fix page showed.