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Resolve Printer "Offline" Displayed on the Computer

Product support for
Phaser 7500
Article ID
KB0091982
Published
2016-04-11

When the print queue on your computer shows the printer as "Offline" this means the Print Queue was unable to contact the printer over the network.

The most common causes of this issue are:

  • The printer's IP address has changed.

  • The SNMP protocol has been disabled/changed

  • A firewall is blocking ports 160 and 161 (TCP/UDP)

To resolve this issue print a Configuration page from the front panel of the printer, and then perform the following steps:

If needed refer to the procedure to print the Configuration page. See the Related Content for additional information.

  1. Locate the IP Address on the Configuration page.

  2. On your computer, navigate to Devices and Printers (typically this would be Start>Devices and Printers).

  3. Right-click on the print queue and select Printer Properties.

  4. Go to the Ports tab and click on Configure Port.

  5. Verify the IP Address on the Configuration page exactly matches the Printer Name or IP Address field on the screen.

    If the IP Addresses do not match, refer to the steps to manually configure the printer’s IP Address. See the Related Content for additional information.

  6. If the IP Addresses match, make sure:

    • SNMP Status Enabled is checked

    • Community Name is public

    • SNMP Device Index is 1

  7. Click OK.

  8. Go to the Configuration tab and click on SNMP Community Name.

  9. Click the Setup button.

  10. For the Read field, clear out the dots and type public.

  11. For the Write field, clear out the dots and type private.

  12. Click OK.

  13. Click OK again.

  14. Open a web browser (Chrome, Firefox, I.E., Safari, etc.).

  15. Clear out whatever is in the Address bar and enter the printer’s IP Address, then press Enter.

  16. Click on the Properties tab.

  17. On the left side click the + before the word Protocols.

  18. Click on SNMP in the list on the left.

  19. Click the Configure SNMP v1/v2c button.

  20. Make sure the GET Community Name is set to public.

  21. Make sure the SET Community Name is set to private.

  22. Make sure the Trap Community Name is set to public.

  23. Click Apply.

  24. Try to print something.

    If the Print Queue still shows as OFFLINE then the issue may be related to a firewall blocking the communication between your computer and the printer. Contact your IT professional for further assistance.




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