Fix formatting

Author: v-phoebh

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

@@ -2,6 +2,7 @@
 title: Printer Not Responding
 description: Provides solutions to an issue where a printer isn't responding.
 ms.date: 03/31/2025
+
 manager: dcscontentpm
 audience: itpro
 ms.topic: troubleshooting
@@ -32,29 +33,37 @@ Ensure that the printer is properly connected to your computer or 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
-
+## 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
+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.
 
 Turn off the printer, wait about 30 seconds, and then turn it back on. This action can often resolve temporary issues.
+## 4. Restart the printer
 
-## 5. Run the printer troubleshooter
-
+Turn off the printer, wait about 30 seconds, and then turn it back on. This action can often resolve temporary issues.
 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.
+## 6. Reinstall the printer 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).
 
+
+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**.
@@ -81,19 +90,22 @@ 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.
+## 9. Update the printer firmware
 
-To delete any files stuck in the queue, follow these steps:
+Check the manufacturer's website for any firmware updates available for your printer.
 
 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.
+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).
 4. Restart the Print Spooler service.
 
-## 9. Update the printer firmware
+## 9. Update the printer firmware
+
+
+Check the manufacturer's website for any firmware updates available for your printer.
 
-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).
+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).
+