I can't print, or my printer shows as offline

If your document won't print, check the printer, clear your print queue, and make sure you picked the right printer.

Check the printer

1. Make sure it's on and its screen doesn't show an error (paper jam, out of paper, toner).
2. Ask whether others can print to it. If nobody can, the printer itself has a problem. Submit one ticket for your area.
3. For paper jams, follow the steps on the printer's screen. Don't force paper out.

Check your computer

1. In the print window, confirm you picked the correct printer.
2. Go to Start > Settings > Bluetooth & devices > Printers & scanners and select your printer.
3. Select Open print queue. If documents are stuck, select … > Cancel all and print again.
4. If you're remote, connect to GlobalProtect. Office printers usually aren't reachable from home.
5. Restart your computer.

Add a printer

1. Go to Start > Settings > Bluetooth & devices > Printers & scanners > Add device.
2. Select the printer (its name is usually on a label on the printer) and select Add device.
3. If it isn't listed, submit a ticket with the printer's name or location.

Label printers (Zebra, DYMO)

• Check the USB and power cables, and that labels are loaded correctly.
• Turn the label printer off and on, then close and reopen the program you're printing from.
• Label printers are usually set up for one computer. If you moved to a new desk or laptop, submit a ticket to have it set up.

Still need help?

Contact the IT Help Desk at (704) 283-3834 x5000 or submit a ticket at https://unioncountyit.zendesk.gov/hc/requests/new. To get it fixed faster, include: the printer name or location, your computer name, and any error on the printer or computer.