Printer Support and Troubleshooting Guide – Zendesk

Overview

This article helps employees troubleshoot and resolve common printer issues with company-provided printers, including setup, connectivity, and printing problems.

Supported Printers

Networked Laser Printers
Color and Black & White Inkjet Printers
Multifunction Printers (Print, Scan, Copy, Fax)
Wireless and Wired Models issued by the company

Common Printer Issues

Printer not responding
Unable to print or print jobs stuck in queue
Paper jams
Poor print quality (faded, streaks, smudges)
Low ink or toner notifications
Wireless printer connection problems
Scanner not functioning (for multifunction devices)

Step-by-Step Troubleshooting

1. Check Printer Power and Connectivity

Verify the printer is powered on and there are no error lights.
For network printers, confirm the printer is connected to the company network (wired or Wi-Fi).
Ensure cables (power, USB, Ethernet) are securely connected.

2. Clear Print Queue

On your computer, open Devices and Printers (Windows) or Printers & Scanners (Mac).
Select your printer, then view the print queue.
Cancel any stuck print jobs and try printing again.

3. Restart Devices

Turn off the printer, wait 30 seconds, then turn it back on.
Restart your computer to refresh print services.

4. Resolve Paper Jams

Open all accessible printer panels carefully.
Remove any jammed paper gently to avoid tearing.
Check for small bits of paper stuck inside rollers or trays.
Reload paper trays with properly aligned paper.

5. Check Ink or Toner Levels

Use the printer control panel or software utility to check ink or toner levels.
Replace cartridges if low or empty following company replacement procedures.

6. Print Quality Fixes

Run printer maintenance tasks such as cleaning print heads or aligning cartridges via the printer menu or software.
Use recommended paper types and settings.

7. Network or Wireless Printer Issues

Confirm you are connected to the same network as the printer.
Restart your router if multiple users experience problems.
Re-add the printer on your device if it does not appear.
For Wi-Fi printers, ensure strong signal strength and correct network credentials.

How to Get Further Help

If problems persist after troubleshooting:

Submit a ticket with IT Helpdesk including printer model and issue details.
Contact IT Support directly:
- Email: ithelpdesk@company.com
- Phone: 1-800-555-1234

Additional Resources

Article Feedback:
Was this article helpful? [Yes] [No]
Please let us know how we can improve.

This article is maintained by the IT Department and reviewed quarterly.