Merge pull request #8594 from v-lianna/CI_4687

AB#4687 printer-not-responding

Author: Simonx Xu

support/windows-server/printing/printer-not-responding.md

@@ -0,0 +1,99 @@
+---
+title: Printer Not Responding
+description: Provides solutions to an issue where a printer isn't responding.
+ms.date: 04/02/2025
+manager: dcscontentpm
+audience: itpro
+ms.topic: troubleshooting
+ms.reviewer: kaushika, warrenw, elenag, v-lianna
+ms.custom:
+- sap:print,fax,and scan\print configuration or management
+- pcy:WinComm User Experience
+---
+# Printer isn't responding
+
+This article provides solutions to an issue where a printer isn't responding.
+
+When a printer isn't responding, it generally means that the printer can't communicate with the computer device or the server. This issue occurs for several reasons, for example:
+
+- Network communication problem with the device
+- Unstable printer state or error state
+- Driver outdated or corrupt
+
+To resolve the issue, perform the following verifications in order:
+
+## 1. Check the printer connection
+
+Ensure that the printer is properly connected to your computer or network:
+
+- For wired printers, make sure the cable is securely plugged in.
+- For wireless printers, verify that the printer is connected to a functioning Wi-Fi network.
+
+## 2. Check if the printer is in a problematic state
+
+Check the printer's display panel or the printer status on your computer. If the printer is in a **Stopped** state, add the **Status Reason** column to see if there's an error, such as **Out of toner** or **Off-line**.
+
+## 3. Check the printer properties
+
+Right-click the printer icon and select **Properties**. Select the **General** tab and check the device status message. It might indicate a problem or provide an error code to check online or in the printer manual.
+
+## 4. Restart the printer
+
+Turn off the printer, wait about 30 seconds, and then turn it back on. This action can often resolve temporary issues.
+
+## 5. Run the printer troubleshooter
+
+Run the built-in printer troubleshooter on your Windows computer. To do so, go to **Settings** > **System** > **Troubleshoot** > **Other troubleshooters**, and then select **Run** next to **Printer**.
+
+## 6. Reinstall the printer driver
+
+Right-click your printer in Device Manager and select **Uninstall device**. Then, restart your computer and reinstall the driver.
+
+If the driver is the latest original equipment manufacturer (OEM) version, try switching to a generic in-box driver.
+
+## 7. Check the Print Spooler service state
+
+Restart the Print Spooler service to clear any stuck print jobs by using one of the following methods. For more information, see [Printing issues caused by the Print Spooler service not running](print-spooler-service-not-running.md).
+
+### Manually restart the service
+
+In the **Services** application, right-click **Print Spooler** in the list, and select **Restart**.
+
+### Use Command Prompt
+
+Type **cmd** in the search bar, right-click **Command Prompt**, and select **Run as administrator** to open Command Prompt as an administrator. Run the following commands and press <kbd>Enter</kbd> after each one:
+
+```console
+-net stop spooler
+```
+
+```console
+-net start spooler
+```
+
+### Use Windows PowerShell
+
+Type **powershell** in the search bar, right-click **Windows PowerShell**, and select **Run as administrator** to open PowerShell as an administrator. Run the following cmdlet and press <kbd>Enter</kbd>:
+
+```powershell
+Restart-Service -Name spooler
+```
+
+## 8. Verify the printer queue status
+
+If there are any stuck print jobs, clear the queue and resubmit the print job.
+
+To delete any files stuck in the queue, follow these steps:
+
+1. Stop the Print Spooler service.
+2. Open File Explorer and navigate to **C:\\Windows\\System32\\spool\\PRINTERS**.
+3. Delete all files (`.shd` files) in this folder. These files are the print jobs that are stuck in the queue.
+4. Restart the Print Spooler service.
+
+## 9. Update the printer firmware
+
+Check the manufacturer's website for any firmware updates available for your printer.
+
+## Data collection
+
+If you need assistance from Microsoft support, we recommend you collect the information by following the steps mentioned in [Gather information by using TSS for user experience-related issues](../../windows-client/windows-tss/gather-information-using-tss-user-experience.md#printing).

support/windows-server/toc.yml

@@ -1983,6 +1983,8 @@ items:
       href: ./printing/add-print-directory-feature-for-folders.md
     - name: How to Print to File without user intervention
       href: ./printing/print-to-file-without-user-intervention.md
+    - name: Printer not responding
+      href: ./printing/printer-not-responding.md
     - name: Servers can't be used as print servers
       href: ./printing/servers-cant-be-used-print-servers.md
     - name: Standard port monitor for TCP/IP