Common Printer Messages Explained

Printers report problems with short messages that can be hard to decode. This page explains what the most common ones generally mean. The exact wording, and the correct steps for your model, are in the manufacturer's user guide. If a message mentions a service error, a numbered error code you can't find in the guide, a burning smell, or any damage, switch the printer off, unplug it, and contact the manufacturer.

"Printer offline"

Your computer or phone can't currently reach the printer. It doesn't mean the printer is broken. Common reasons: the printer is switched off or asleep, it has lost its Wi-Fi connection (for example after the router restarted or its password changed), the device you're printing from is on a different network such as a guest network, or the computer is trying to use an old copy of the printer. See Wi-Fi printing explained.

"Paper jam"

A sheet is stuck, or the printer thinks one is. Follow the jam-clearing steps in the manufacturer's guide for your model, which show which doors to open. Switch the printer off first, pull paper out slowly in the direction it travels, and never use tools or force. Laser printers can be hot inside near the fuser. Small torn pieces left behind are a common cause of the message returning.

"Paper mismatch" or "Load paper"

The paper size or type chosen in the print settings doesn't match what the printer thinks is in the tray. Check the setting in the print window and the tray's paper guides. See Printer settings explained.

"Low ink" or "Toner low"

An estimate. Many printers keep printing well after this message. Have a replacement ready, but you don't usually need to change it immediately.

"Cartridge problem", "Incompatible cartridge" or "Cartridge not recognized"

The printer can't read the chip on the cartridge, or the cartridge isn't one it accepts. This can happen with a cartridge that isn't fully seated, protective tape left on, the wrong cartridge model for the printer, or a third-party cartridge the printer doesn't accept. The manufacturer's guide lists the correct cartridge numbers for your model.

"Driver is unavailable"

A Windows message meaning the software that lets the computer talk to that printer is missing or damaged. Get drivers only from the printer manufacturer's own website or through your operating system's built-in updates, never from pop-ups or unfamiliar download sites.

Jobs stuck in the queue

A document that won't print can block everything behind it. Your computer's print queue (see Windows or Mac) lets you cancel it.

"Cover open" or "Door open"

A sensor thinks a door or cover is not fully closed. Close all of them firmly. If the message continues with everything closed, the sensor may need the manufacturer's attention.

When to stop and contact the manufacturer

• Messages that say "service", "fatal", "printer failure" or show an error code that isn't in the user guide
• Grinding or clicking noises, smoke, a burning smell, or leaking ink
• Anything covered by warranty: opening or repairing the printer yourself may affect it

See Finding your manufacturer's documentation.