Printer scans but won't print: what it means and how to fix it

When a printer scans but won’t print, it has already told you something useful: the connection between the computer and the printer works. A scan travels the same cable or network as a print job. So the fault sits in the part that only printing uses, either on the computer (print queue, driver, selected printer) or inside the printer (ink or toner, paper path, print head). One test at the printer tells you which side to look at.

If the printer does not respond to anything, scanning included, start with the printer offline fix instead. The full list of symptoms is in the printer troubleshooting guide.

Step 1: Make a copy at the printer

Put a printed page on the scanner glass and press the copy button on the printer (on touch screens, choose Copy). A copy uses the printer’s own scanner and print engine without the computer.

• The copy prints correctly: the printer’s hardware and supplies are fine. The problem is on the computer side. Go to Step 3.
• The copy fails, or comes out blank or streaked: the problem is inside the printer. Go to Step 2.
• The printer refuses to copy and shows a message: read it, then go to Step 2.

This one test saves a lot of time, because it stops you reinstalling drivers for a printer that simply has an empty cartridge.

Step 2: Clear errors on the printer

Many all-in-one printers keep scanning when they cannot print, because the scanner does not need ink, toner or paper. Look at the display or the maker’s app for:

• Ink or toner warnings: an empty, missing or rejected cartridge often stops printing while scanning carries on. See cartridge not recognized if a new cartridge is refused, and toner low after a new cartridge if a fresh toner still reports empty.
• Paper messages: a load paper or jam message blocks printing. See printer says out of paper and paper jam but no paper.
• Open covers: a cartridge door or rear cover that is not fully closed stops printing on many models.
• Print head or carriage errors: these usually need a restart and a check for obstructions. Printer making grinding noise covers carriage jams.

If the copy came out blank or streaked with no error shown, the problem is print quality: see printer printing blank pages or printer printing lines or streaks.

Step 3: Check you are printing to the right printer

A common cause on Windows and Mac is that the job is going to a different printer entry from the one you scan with.

• Duplicate entries: the same printer may be installed twice, once over USB and once over the network, or once with the maker’s driver and once with Windows’ built-in driver. Names often end in “(Copy 1)” or include “WSD” or the network address. Open Settings > Bluetooth & devices > Printers & scanners and look at each one.
• Fax entries: many all-in-one printers install a separate fax printer. Sending a document to it does not print anything on paper.
• Default printer: if Windows manages the default printer for you, it may pick the last printer used at a different location. Choose the right printer in the print dialog and, if you like, set it as the default.

Print a test page from the entry you think is correct. If it prints, remove or rename the others so the mistake does not happen again.

Step 4: Clear the print queue

Jobs that cannot print block everything behind them, while scanning goes through a different path and keeps working.

1. Open the printer in Printers & scanners and choose Open print queue.
2. If the printer is shown as paused, resume it. Printer paused in Windows 11 explains each kind of pause.
3. Cancel any job showing Error or stuck on Printing.
4. If jobs will not cancel, restart the Print Spooler service as described in the print spooler error fix.

On a Mac, open System Settings > Printers & Scanners, select the printer and choose Printer Queue. If it says the printer is paused, choose Resume.

Step 5: Reinstall only the print driver

All-in-one printers often use separate software for scanning and printing, so a broken print driver can leave scanning untouched.

1. Remove the printer from Printers & scanners.
2. Download the current print driver for your exact model from the printer maker, or let Windows install its built-in driver if the printer supports it.
3. Add the printer again and print a test page.

If Windows reports that the driver is unavailable, follow printer driver is unavailable. If pages print as random symbols after the reinstall, the wrong driver was chosen; see printer printing gibberish.

Step 6: Check the network port on networked printers

On a networked printer, the scan software and the print queue may find the printer in different ways. The scanner may locate it by name each time, while the print queue still points at an old IP address. Print a network configuration page from the printer’s menu, note its current IP address, and check that the printer’s port in Windows uses the same address. The printer offline fix shows how to change the port.

Summary

• Copy works: the computer side is at fault. Check the printer entry, queue and print driver.
• Copy fails: the printer side is at fault. Clear ink, toner, paper, door and carriage errors.
• Scanning working proves the connection, so you rarely need to reset the printer’s network.