Troubleshooting Steps: USB Connection Issues

Printer is "offline"? USB not detected? Need to reinstall, but the system's being tricky?
We have you covered! 

 

MacOS 

  1. Open System Preferences
    mceclip11.png

  2. Select Printers & Scanners 
    mceclip12.png

  3. Verify that the Sawgrass printer is connected to the computer.
      • If the printer is in the list, but says Offline, ensure that the cable is securely connected on both ends 
  4. If the cable has been ruled out, try to remove, and re-add the printer to the system. 
      • Simply click on the printer (not Print Manager) and click the minus sign in the bottom left corner.

        mceclip13.png

      • Once removed, click the plus sign to add it again.
        mceclip15.png
  5. If this does not fix the issue, try to reset the printing system which is done by right-clicking or Ctrl+Click on a blank space in the list of printers to reveal Reset Printing System.
    mceclip16.png
    Note: This will clear out all printers from the list and will be like starting from a clean slate.  

 

Windows 

  1. We recommend restarting the printer spooler first. You can now do this from within the Print Manager.
      • Click on the PM logo in your Windows Task tray
        mceclip0.png

      • Choose Printer Utilities near the middle
        mceclip1.png

      • Choose Restart Spooler on the right hand side
        mceclip2.png

  2. If the issue persists, you can reinstall the USB printing support driver, which will in turn reinstall the printer driver. This can look intimidating, but it will not hurt your system.
      • Click on the start button and type Device Manager. Click it once found.
        mceclip3.png

      • Down near the bottom of the list, you should see Universal Serial Bus Controllers (USB). click on > to display the items in the list. There should be one listed as USB Printing Support.
        mceclip7.png

      • Right click the USB Printing Support you would like to remove and select Uninstall. (Don't worry. This driver is built into your system and will reinstall itself)
        mceclip8.png

      • Click Uninstall
        mceclip9.png

        • If the following message appears, repeat the process again and it will be successful.
          mceclip10.png

      • Once removed, either restart your system or choose Action > Scan for Hardware Changes near the top of the device manager. 
        mceclip4.png

 

That should do it! You should be all set and ready to move forward. Remember, we'll be here if you need us!

 

If you are still experiencing issues or have further questions, please contact our Sawgrass Care Team for assistance by click the 'Support' button on the bottom right of the page, or click here.