Printing and scanning, made simple.

My printer isn't showing, or won't print

Work through these in order. Most printing problems are fixed by step 2.

1. Look at the printer itself

   Walk to the printer and check three things:

   • It is switched on (the screen or a light is on).
   • There is no error light (usually red or orange) and no error message on its little screen.
   • The paper tray has paper, and there's no paper stuck inside. If you see a jam message, open the doors it points to and gently pull out the stuck sheet.

   

   Done
2. Make sure your computer is on the staff Wi-Fi, not the guest Wi-Fi

   Printers and office systems only work on the staff Wi-Fi. Guest Wi-Fi is kept separate on purpose, so it can't see the printer.

   Click the Wi-Fi icon in the bottom-right corner of your screen (next to the clock). Look at which network says Connected. If it's the guest network, click your office's staff network and click Connect.

   Your network names will be different from the ones in the picture. If you aren't sure which is the staff one, or it asks for a password you don't have, ask your manager or message us.

   Using a computer plugged in with a network cable? You don't need to do this step. Go to step 3.

   

   Done
3. Restart the printer

   Press the printer's power button to turn it off. Wait 10 seconds, then turn it on again. Give it 2 minutes to wake up and reconnect before you print again.

   If the printer has no power button, leave it to us. Don't pull its plug out of the wall unless it's the only option.

   Done
4. Print again, then restart your computer if it still fails

   Try printing a short document. If nothing comes out, restart your computer (Start then Power then Restart) and try once more. If the printer is on, has no errors, you're on the staff Wi-Fi and it still won't print, message us and tell us the printer's name.

   Done

Add a printer in Windows 11

Use this when you have a new computer, or the printer you need isn't on your list. Make sure you're on the staff Wi-Fi first (see above).

1. Open Settings and click Bluetooth & devices

   Click the Start button, then the Settings cog. On the left, click Bluetooth & devices. Then click Printers & scanners in the list.

   

   Done
2. Click Add device

   It's the button at the top right. Windows now searches for printers on your network. This takes up to a minute.

   

   Done
3. Click Add device next to your printer's name

   When your printer's name appears, click the Add device button beside it. Wait until it says it is ready.

   Printer not in the list? Don't try the The printer that I want isn't listed link or Add manually. Those need technical details and a driver, and guessing can leave you with a printer that looks right but doesn't work. Message us with the printer's make and model and we'll add it for you.

   

   Done
4. Make it your default printer (optional)

   The default printer is the one Windows picks automatically when you press Print. Windows likes to change this by itself, which can send your pages to the wrong printer. To stop that:

   On the same Printers & scanners page, scroll down and switch Let Windows manage my default printer to Off. Then click your printer's name.

   

   Done
5. Click Set as default

   The button is at the top of the printer's page. If you don't see it, the Off switch in the previous step wasn't turned off yet. Go back and check. The printer's label on the previous page now says Default.

   

   Done

Clear a stuck print queue

Signs of a stuck queue: you pressed Print ages ago and nothing came out, or the printer shows an error while documents sit waiting. One stuck document blocks everything behind it, so you need to clear the queue.

1. Open your printer's queue

   Go to Settings › Bluetooth & devices › Printers & scanners, click your printer's name, then click Open print queue. A small window opens listing the waiting documents.

   

   Done
2. Click Printer, then Cancel All Documents

   Printer is the first word in the menu bar at the top left of the queue window. If Windows asks Are you sure?, click Yes. The list should empty. It can take a few seconds.

   

   Done
3. Restart the printer, then print again

   Turn the printer off, wait 10 seconds and turn it on. Wait 2 minutes. If the queue still won't clear, or a document says Deleting for more than a few minutes, restart your computer and open the queue again.

   Done

Scan several pages into one file

Most office printers can scan a whole pile of pages in one go using the document feeder (the flat tray or lid on top that pulls pages in one by one).

1. Load the pages into the document feeder

   Put the pages in the feeder tray on top of the printer, with the edges lined up. Remove staples and paper clips first. On most printers the pages go face up, but check the little picture on the feeder in case yours is different.

   For a single page or something fragile, use the glass under the lid instead.

   

   Done
2. Choose how to scan

   Pick one of these ways:

   A

   From the printer's screen (easiest). Tap Scan, choose Scan to Email or Scan to Computer, then press Start. Your pages come out as one PDF. If it asks which computer or email address, pick yours.

   B

   From your computer, with the Windows Scan app. Follow step 3 below.

   If your printer's scan-to-email or scan-to-computer isn't set up yet, the buttons will show an error or won't list your name. Message us and we'll set it up. It's a one-time job.

   

   Done
3. Or: scan from your computer with the Scan app

   Click Start, type Scan, and open the Scan app. If it isn't there, it's a free Microsoft app: ask us and we'll install it.

   Choose your printer under Scanner. Under Source, choose Feeder (it may say Feeder (Scan one side)). Under File type, choose PDF. Then click Scan.

   

   Done
4. Check you have one file with all the pages

   Open the scanned PDF and scroll down. You should see every page. The Scan app shows where it saved the file (usually your Pictures folder, in a folder called Scans). A scan sent by email arrives like any other email with the file attached.

   Got one file per page instead? Some printers and settings do that. Look for a setting called Combine, Multi-page or PDF (multi-page). If you can't find it, message us and we'll set it to make one PDF.

   Done

Ink and toner problems

"Cartridge not recognised" or "not compatible"

1. Take the cartridge out and check it

   Open the printer's ink or toner door and take the cartridge out. Make sure all the protective tape and plastic is gone. Many cartridges have an orange or yellow pull tab.

   

   Done
2. Check it's the right model

   Compare the model or cartridge number on the label with the one on the old cartridge you took out. They must match. Printers often reject cheap copies or the wrong model, so a genuine cartridge or one sold for your exact printer is safest. If you aren't sure, send us a photo of both labels.

   Done
3. Put it back firmly and close the door

   Push the cartridge in until it clicks. Close the door. Wait for the printer to finish its start-up noises. If the message is still there, turn the printer off and on once.

   Done

Blank pages, streaks or faded print

1. Print a test page from the printer's own menu

   On the printer's screen, look for Setup, Tools or Maintenance, then Print test page (or Print quality report). If this page prints properly, the printer is fine and the problem is with the document or your computer. If it's blank or streaky, run Clean printhead from the same menu once, then print another test page.

   

   Cleaning uses ink, so don't repeat it more than twice. If it's still blank, the cartridge may be empty or faulty. Message us.
   Done

Ordering ink, toner or paper from Skytech

Send us the three things below so we order the right item first time. You can find the printer model on the front of the printer, and the cartridge number on the old cartridge.

Order before you run out. Spare cartridges take a few days to arrive.

Still not working?