Use the following instructions if a customer sees Printer is Offline when trying to print with a wireless (Wi-Fi) connection on a Mac.
Does the printer print?
OK. Let's see if we can figure out what's going on. The problem can be caused by your printer, computer, or wireless network.
The first thing we'll check is whether your printer can print without the computer.
Click here for instructions on checking whether the printer can print without the computer.
Did the printer print?
Are there any error messages?
Hmmm... Can you check the product's LCD for error messages. Does it have any?
Clear errors
Can you tell me what the message says?
Use the table below to resolve the error. Try printing a nozzle check pattern again.
Run the nozzle check again
Alright, let's do that test again and see if we can get it to print.
You may need to press the left or right arrow button to select Setup and press the OK button.
Did it print?
Did it print?
Did this resolve the problem?
Great! Does that resolve the issue?
Close call
Excellent! Glad we were able to get that resolved.
Let's keep going
OK. Let's keep going to see if we can figure out what's going on.
Escalate call
OK. We'll have to bring in somebody to help troubleshoot this. Can I get your contact information?
Escalate call
OK. We'll have to bring in somebody to help troubleshoot this. Can I get your contact information?
Delete pending jobs in print queue
OK. Next we'll want to delete any existing print jobs that are going on right now. Do you know how to do that?
Click here for instructions on deleting pending jobs in the print queue.
Can you print now?
Now that those are deleted, are you able to print?
You're done!
Excellent! Then it looks like we're done. Will you be needing help with anything else?
If customer needs help with anything else, search the knowledge base using a keyword related to what he/she needs help with.
Add your printer
OK. I'm going to walk you through a few steps and we'll see if we can get this going.
Select Print & Scan. The window might also say,Print & Fax, or Printers & Scanners.
- Click +, select your printer with Kind set as Bonjour,
- select your printer from the Use drop-down list,
- then click Add.
This will add the printer back on the printer queue. Now, can you try printing again?
Were you able to print?
Were you able to print?
You're done!
That's great! Looks like that fixed it.
Ask if there's anything else he/she needs help with. If not, end the call. If so, then search the knowledge base using the keywords mentioned.
Is the Wi-Fi icon displayed?
Is the Wi-Fi icon displayed on the printer?
Initialize Your Router and Restart
OK. Let's try something this. Unplug your router's power cord from the power outlet, wait a brief period, then plug it back in. After that, try to print.
You may need to re-establish the connection for the other devices on your network.
Were you able to print?
Restart computer and try again
OK. Can you try restarting your computer and trying again?
Did restarting the computer work?
Did this resolve the issue?
You're done!
I'm glad we were able to get that figured out.
Escalate to Epson Support
OK. It looks like I'll have to bring in somebody from my team to troubleshoot what's going on.
Reinstall the Product Software
Alright. I'll walk you through the steps of reinstalling the product software.
Reset the product's Wi-Fi settings on the product's control panel by doing the following:
- Press the home button, if necessary.
- Press the arrow buttons to select Setup and press OK.
- Select Restore Default Settings and press OK.
- Select Network Settings, press OK, then select Yes.
- On your Mac, open the Apple menu and select System Preferences.
- Select the Print & Scan,Print & Fax, or Printers & Scanners window
- Select your printer, then clic - to remove the printer.
- In System Preferences, click either Security & Privacy or Security.
- Select the Firewall tab,
- Disable the firewall.
If you have other firewall software enabled, you'll also need to disable it. If you don't know how to disable it, contact your firewall provider for help.
Note: This step is needed to install the product's software and complete the Wi-Fi setup. Remember to enable your firewall software after you complete the Wi-Fi setup.
Unplug your router's power cord from the power outlet, wait a brief period, then plug it back in. You may need to re-establish the connection for the other devices on your network.
Download the Drivers and Utilities Combo Package from the Downloads tab for your product.
Make a note of the file name and its location so you can retrieve it.
Open the file you downloaded and follow the on-screen instructions. When you see the Select Your Connection screen, select Wireless connection, click Continue, then follow the on-screen instructions.
When you see the Select Setup Option screen, select Set up printer for the first time, click Continue, then follow the on-screen instructions to complete the installation.
After you complete the Wi-Fi setup, turn your firewall back on.
Did that resolve the issue?
You're done!
Glad we could get that working!
Escalate
OK. It looks like I'll need to bring somebody from my team in to look at it.