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Josh
Josh, Customer Service
Category: Electronics
Satisfied Customers: 34372
Experience:  5 years as Network Admin, 10+ years of IT support
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I have a TS5100 series I freqently get the message "The

Customer Question

I have a TS5100 series I freqently get the message "The printer is offline". To resolve it I have gone back to Start Up. This is very annoying especially when you've a lot of work to do. However, it doesn't always happen - so what's going on and is there a simpler way to reconnect?
JA: How are you connecting to your printer: wirelessly or by USB?
Customer: Wireless
JA: When did you last update the printer driver software?
Customer: I haven't physically updated the software, presuming it would do it automatically. But in the past fortnight I have had to use 'Start Up' 4 times
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: I want a simple solution so that when I hit the print command on my laptop the printer will respond and not come up with 'Printer off line' message
Submitted: 25 days ago.
Category: Electronics
Expert:  Josh replied 25 days ago.

Hi! My name is ***** ***** I will be assisting you today. Please note that the steps below may not resolve the issue initially but I am happy to assist you further if necessary.

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With the printer powered on, remove the power cord from the back.

Wait 2 minutes

Plug back in the power cord and power it on

Do you still have the error?

Customer: replied 25 days ago.
This printer was brand new in June this year, so I don't expect problems like this to continue
Expert:  Josh replied 25 days ago.

With the printer powered on, remove the power cord from the back.

Wait 2 minutes

Plug back in the power cord and power it on

Do you still have the error?

Customer: replied 25 days ago.
what is the answe
Customer: replied 25 days ago.
I am not very happy with this response, what I want is a representative from Canon Printers to contact me and solve the problem
Customer: replied 25 days ago.
This printer is still under guarantee
Customer: replied 25 days ago.
I unplugged, waited 2 minutes and restarted the printer - but am still getting the printer offline message
Expert:  Josh replied 25 days ago.

Just to note: We are not Canon

Customer: replied 25 days ago.
I have unplugged and reconnected but still getting the same message
Expert:  Josh replied 25 days ago.

Do you see the message on your computer screen or the printer screen?

Customer: replied 25 days ago.
In that case please cancel this call and refund me any monies you might already have taken.
Customer: replied 25 days ago.
Please acknowledge my message above
Customer: replied 25 days ago.
Computer