Why can't I print/scan to a printer I've used before?

  • Updated

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We believe a Windows update has broken the connection between our PALCS computers and printers which may require some troubleshooting to correct. 

 

Here are some troubleshooting steps that may let you resolve your printer/scanner issues.

 

0) If you have never set up the PALCS provided printer, here is our guide on how to set up printers for the first time.

1) If you are having trouble with a previously installed printer, the first thing you should try is to power cycle the printer and computer that you are trying to use. Unplug the power cable from the back of the printer and wait 15-30 seconds before plugging it back in. (You may also want to try unplugging the USB cable from both the computer and the printer as well as plugging the printer into a different USB port on the computer.)

2) If it is still not printing/scanning properly, reinstall the drivers from the Software Catalog. ( Here is a guide on locating/using the Software Catalog ). Inside of the "Drivers" "Printers" and then "HP" folder there should be an icon for your model of printer. Right click on the icon for your model and then select "repair," "verify," or “open” to reinstall the drivers. (If icons are missing from your Software Catalog you may need to restart your PALCS computer and wait on the login screen for 4-5 minutes before signing in to ensure a good connection to our servers. Please make sure to use the same UN/PW that you use for the lobby to log into the computer). This may need to be run 3-5 times before it will work correctly. 

3) If the printer is still not connecting properly, you may need to re-add the printer within Windows. Click on the Windows start menu at the bottom left of the screen and click on the gear icon. Navigate to "Devices" and then select "Printers & Scanners" from the menu at the left. Select the printer that is not connecting properly. "Remove Device" should be an option when you click on the problem printer. Once the device has been removed, please restart both the printer and the computer again and then try to run the Driver Install from the Software Catalog.

4) If the printer gets stuck on "Removing Device" in the Windows settings menu, even after a restart of the computer, click on the start menu at the bottom left and type out "Control." Control Panel should be an option. Click on that, it will open up a new window. Click on "View Devices and Printers" underneath the "Hardware and Sound" section. Right click on your printer and select "Remove Device." Once the device has been removed, please restart both the printer and the computer again and then try to run the Driver Install from the Software Catalog.

5) If the printer is still not communicating properly to the computer, remove the printer again through either method 3-4 and then restart your computer. Follow the steps listed in this guide.