Report a Printer Problem

What This Request Is For

Use this request to report a campus network printer that is not working. This covers hardware and connectivity problems — printers that are offline, displaying errors, jammed, or producing poor-quality output.

When to Use This

Use this offering when:

• A printer is offline or not responding — jobs are sent but nothing happens at the printer
• The printer is displaying an error message on its screen that you can't clear
• The printer has a paper jam that can't be cleared, or the jam keeps returning
• Print output quality is consistently poor — streaks, faded text, smearing, or missing sections
• The printer is making unusual noises or has a physical problem (damaged paper tray, broken screen, etc.)
• The printer was working previously and has stopped responding without a clear cause
• A printer is showing as unavailable in PaperCut and basic troubleshooting hasn't resolved it

When Not to Use This

Don't use this offering if:

• The problem is with PaperCut software on your computer (PaperCut Client, Print Deploy, or printing from a personal device) — use Request PaperCut Software Help instead
• Your print job is stuck in your queue or won't release — try the steps in Releasing a Held Document in the Related Articles section first; most release issues are software, not hardware
• You need to order toner for a Ricoh printer — toner is ordered through the Copy and Print Center, not IT; see Order Toner for a Department Printer in the Related Articles section
• You need to install a new printer or move or retire an existing one — use the appropriate offering on this service's main page
• You're having trouble scanning from a campus MFD — see PaperCut Scanning

Before You Submit

Have the following ready before filling out the form:

• The printer's name or location — building, room number, or the printer name as it appears in PaperCut
• A description of what's happening — what you see on the printer screen, what the print output looks like, or what error message appears
• Approximately when the problem started
• Whether the problem affects one user or multiple users
• A photo of any error message if possible — you can attach it to the form

What Happens Next

A Service Desk technician will review your request within 1 business day. Printer outages affecting multiple users or an entire department are prioritized. You may be contacted for additional details or a photo of the error. Most printer hardware issues are resolved within 2–3 business days; repairs requiring parts or a vendor visit may take longer.