If your printer or copier shows as Offline, your computer is not currently able to communicate with the device. This does not always mean the printer is broken. In many cases, the issue is caused by a network connection, print queue, computer setting, or temporary communication problem.

Use the steps below before requesting service from MCC.

Step 1: Check Whether the Printer Is Powered On

Start with the obvious. It sounds silly, but “is it turned on?” has saved hours of downtime more than once.

Make sure the printer or copier is powered on and awake. If the display is dark, press the power or wake button. Some devices enter sleep mode and may need a moment to reconnect.

Also check for any messages on the screen, such as:

• Paper jam
• Out of paper
• Out of toner
• Door open
• Error code
• Service required

If the device has an error message, write it down or take a photo before clearing anything.

Step 2: Check the Network Connection

Most office printers and copiers connect through the network. If the printer loses network connection, computers may show it as offline.

Check the network cable connected to the printer or copier. Make sure it is firmly plugged into both the device and the wall jack or network switch.

If the device uses Wi-Fi, confirm that it is still connected to the correct wireless network.

If other users also cannot print, the issue may be with the printer, network, or print server. If only one person cannot print, the issue may be with that user’s computer or print settings.

Step 3: Restart the Printer

Restarting the device can clear temporary communication issues.

To restart the printer or copier:

1. Turn the device off using the power button.
2. Wait at least 30 seconds.
3. Turn the device back on.
4. Wait for it to fully restart.
5. Try printing again.

Avoid unplugging the machine unless instructed by MCC or your IT team. Some devices need to shut down properly to avoid additional errors.

Step 4: Restart Your Computer

If the printer is online for other users but offline on your computer, restart your computer and try again.

This can refresh the connection between your computer, print driver, and network.

Step 5: Check the Print Queue

A stuck print job can cause the printer to appear offline or prevent new jobs from printing.

On a Windows computer:

1. Open Settings.
2. Go to Bluetooth & devices.
3. Select Printers & scanners.
4. Choose the printer.
5. Open the print queue.
6. Cancel any stuck or failed jobs.
7. Try printing again.

If you see an option for Use Printer Offline, make sure it is not selected.

Step 6: Confirm You Are Printing to the Correct Printer

If your office has multiple printers, make sure you selected the correct device before printing.

Check the printer name, location, or model in your print window. If the wrong printer is selected, choose the correct one and try again.

You may also want to set the correct printer as your default printer.

Step 7: Check for VPN or Remote Work Issues

If you are working remotely or connected to a VPN, your computer may not be able to reach the office printer.

Try disconnecting and reconnecting to the VPN, then print again. If you are not on the company network, printing to an office printer may not be available until you reconnect.

Step 8: Check With Other Users

Ask another person in your office to print to the same device.

If no one can print, the issue may be with the printer, network connection, or print server.

If only your computer is affected, the issue may be with your print driver, computer settings, or network access.

When to Request Service from MCC

Request service from MCC if:

• The printer or copier is powered on but still shows offline for multiple users
• The device has an error code or service message
• The network cable is connected but the device will not communicate
• The device repeatedly goes offline
• You cannot clear the offline status after restarting the printer and computer
• Printing stopped after a device move, network change, or power outage
• You are unsure what to check next

What to Include in Your Service Request

When requesting service, include as much detail as possible so MCC can route your request quickly.

Helpful information includes:

• Business name
• Contact name
• Phone number
• Printer or copier model
• Serial number
• Equipment location
• Whether one user or multiple users are affected
• Any error messages on the device
• What steps you have already tried
• Photos or screenshots, if helpful

The easiest way to request service is by scanning the MCC Express Passport QR code on the device and choosing Request Service. The form will automatically include your account and equipment information, so you only need to enter the issue and submit the request.

If your device does not have an Express Passport, you can request service online, by phone, or by email.