Troubleshooting printer installation and communication issues in macOS

Applies To

  • Operating Systems: Windows / macOS
  • Related Articles:
    • KA-01591 - Slow printing
    • KA-01492 - No power to the printer
    • KA-01083 - Removing an AirPrint driver and installing the Epson driver
    • KA-01088 - Cancelling print jobs and opening the print queue on macOS
    • KA-01090 - Installing an Epson driver via Apple Software Update
    • KA-01089 - Printing a test page on macOS
    • KA-02058 - Wi-Fi-specific troubleshooting

Description

This article provides guidance on troubleshooting communication issues between your computer and printer when you experience any of the following symptoms:

  • Nothing happens when you click Print. The printer doesn't attempt to print
  • A print job is only partially printed (for example, half a page).
  • You cannot add the Epson printer driver in Printers & Scanners.
  • Error messages such as "Printer Paused" or "Communication Error".
  • macOS only: The Epson Printer Utility cannot be accessed.
  • Print settings are unavailable or greyed out.
  • The printer is shown as Offline.
  • Print options such as paper type and print quality are limited.

Solution

  1. Check that your printer is powered on and that there are no error messages or warning lights.
    • If there is no power, see KA-01492.
    • If an error message or light is displayed, switch the printer off, disconnect the power cable, wait 15 seconds, then reconnect the power and turn the printer back on.
    • If the error remains, refer to the User's Guide for your Epson device.
  2. Disconnect any USB cable connected between the printer and computer.
  3. Load plain A4 paper into the printer and ensure that the paper guides are positioned snugly against the edges of the paper.
  4. Print a nozzle check pattern from the printer's control panel. Refer to the User's Guide for instructions.
    • If the nozzle check prints successfully, continue with the next step, regardless of print quality.
    • If the printer does not feed paper, stop following this guide and contact Epson support.
  5. Install the latest updates available for Windows or macOS, then restart your computer.
  6. Check your connection method.

    Wi-Fi

    • Ensure Wi-Fi is enabled on the printer.
    • Verify that the printer and computer are connected to the same Wi-Fi network (SSID).
    • Follow the steps in KA-02058.

    USB

    • Ensure the USB cable is securely connected to both the printer and computer.
    • Make sure the cable is not under tension.
    • Connect the cable directly to the computer and remove any hubs or switches.

    Ethernet

    • Ensure the Ethernet cable is securely connected to both the printer and network device.
    • Try a different Ethernet cable.
    • Try a different network port.
    • Try connecting to a different router, access point, switch, or hub.
  7. Check the print queue and printer status.
    • Remove any paused or failed print jobs.
    • For macOS instructions, see KA-01088.
  8. Check that the correct printer is selected.
  9. Confirm that the selected printer is online and available.
  10. Print a test page.
    • Windows: Use the printer properties page to print a test page.
    • macOS: Follow KA-01089.
  11. If the test page fails to print, uninstall the Epson printer software.
  12. If using USB or Ethernet, disconnect the cable from the computer.
  13. If using Wi-Fi, disable Wi-Fi on the printer and reset the network settings. Refer to the User's Guide for instructions.
  14. Restart the computer after uninstalling the Epson software.
  15. Visit www.epson.sn and:
    1. Search for your printer model.
    2. Select Setup.
    3. Follow the installation instructions provided.

Troubleshooting

  • Verify that you have administrator privileges on the computer.
  • Check whether antivirus or security software is blocking communication.
  • Try printing from a different user account.
  • Try printing from a different computer.
  • If printing is successful but slow, see KA-01591.
  • Contact Epson support for further assistance.