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Epson Printer Troubleshooting Guide

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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.  

LCD screen message/code Condition/solution
Paper out. Load paper.
 No paper is loaded. Load paper in the product
Paper feed error or jam
 Paper is jammed in the product. Remove the jammed paper, then press the  start button to clear the error.
Combination of IP address and subnet mask is invalid.
 There is a problem with the network connection to your product.
The printer's ink pad is at the end of its service life.
 The ink pad is at the end of its service life. Turn off the product and contact Epson for support.
The printer's ink pad is nearing the end of its service life.
 The ink pad is near the end of its service life. Contact Epson for support. (To continue printing, press the  start button.)
Communication error. Connect computer.
 Make sure the computer is connected to your product and your software is installed correctly.
Paper Configuration is disabled. Some features may not be available.
 The Paper Configuration setting must be turned on to use AirPrint.
You need to replace the following ink cartridge(s).
 Replace the ink cartridge indicated on the LCD screen.
Operation canceled. Error while saving.
 Make sure the memory card is inserted correctly and meets the specifications for your product.
Recovery mode
 An error has occurred during firmware updating. Connect your product using a USB cable and try updating the firmware again. If you still receive this error message, contact Epson for support.
Printer error. Turn power off and on again.
 A fatal error has occurred. Turn the product off and then back on again. If the error continues, check for a paper jam. If there is no paper jam, contact Epson for support.

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.

You may need to pess the up or down arrow button to select Maintenance 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.

  1. Click +, select your printer with Kind set as Bonjour,
  2. select your printer from the Use drop-down list,
  3. 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:

  1. Press the home button, if necessary.
  2. Press the arrow buttons to select Setup and press OK.
  3. Select Restore Default Settings and press OK.
  4. Select Network Settings, press OK, then select Yes.
  1. On your Mac, open the Apple menu and select System Preferences.
  2. Select the Print & Scan,Print & Fax, or Printers & Scanners window
  3. Select your printer, then clic - to remove the printer.
  1. In System Preferences, click either Security & Privacy or Security.
  2. Select the Firewall tab,
  3. 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.

Congratulations, you are done!
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