Printer Troubleshooting Steps

Last Updated: February 2026

Applies To: All County Departments

Overview

This guide covers common printer issues reported by Santa Fe County staff. Follow these steps before escalating to the Desktop Support team.

Quick Diagnostics

Before troubleshooting, gather this information from the user:

• Printer make and model
• Location (building and floor)
• Error message (if any)
• When the issue started
• Whether other users are affected

Step 1: Verify Physical Connections

1. Confirm the printer is powered on (check indicator lights)
2. Check the network cable connection (for network printers)
3. Check the USB cable connection (for local printers)
4. Verify paper is loaded and trays are closed
5. Check for paper jams in all accessible areas

Step 2: Clear Print Queue

6. Open Settings > Devices > Printers & Scanners
7. Select the affected printer
8. Click Open Queue
9. Select Printer > Cancel All Documents
10. Wait 30 seconds, then send a test print

Step 3: Restart Print Spooler Service

If clearing the queue does not resolve the issue:

11. Open Command Prompt as Administrator
12. Type: net stop spooler
13. Wait for confirmation
14. Type: net start spooler
15. Attempt to print again

Step 4: Reinstall Printer Driver

If the spooler restart does not help:

16. Remove the printer from Printers & Scanners
17. Download the latest driver from the manufacturer website
18. Install the driver and re-add the printer
19. Test with a print job

Common Error Codes

Error Code	Meaning	Action
0x00000709	Default printer error	Reset default printer in settings
0x0000011b	Network printer connection failed	Check network, reinstall printer
Offline	Printer not responding	Verify power and network connection

Escalation

Escalate to Desktop Support if:

• Physical hardware damage is visible
• Multiple users report the same issue
• Driver reinstallation fails
• The printer requires firmware update or hardware repair