Offline Print isn't working

Fix common problems with Offline Print, where workstations switch to sending Secure Print jobs to a recently used printer without signing in, so people can keep printing during an outage. Find the problem you're seeing below. For how Offline Print works, see Prepare for Offline Print.

Check whether a workstation is in Offline Print mode

In the HP Secure Print desktop app, the user sees an Offline Print notice when they view their jobs or print.
The Offline Print tab in the HP Secure Print desktop app shows up to three printers the user used most recently, from data cached on the workstation.
A test job either prints to a printer the user selects on the Offline Print tab, or stays on the workstation to release later.

No printers are available in Offline Print

The Offline Print tab doesn't list any printers. Printers are cached per user, on each workstation, when the user releases jobs while online. So there's nothing to show if:

The user has never released a job on this workstation while online, for example because it's their first time using it.
The workstation didn't complete its nightly refresh while online.
The user moves around a lot, and the cached printers are from somewhere else.

Resolution: this is expected until the user has released a job. Ask them to print and release at least one job while online. On shared or new workstations, make sure each user does this before relying on Offline Print.

A workstation stays offline after the connection is back

The connection to HP Insights is restored, but the workstation is still in Offline Print mode. The workstation checks its connection only when the user does something, such as printing or viewing their jobs, so an idle workstation can stay offline.

Resolution: ask the user to open the HP Secure Print desktop app or print a test job. That makes the workstation check its connection straight away, which usually brings it back online.

Workstations don't switch when you turn on Offline Print for everyone

You've turned on Switch all users to offline print, but some workstations are still printing normally. Each workstation picks up the change the next time it checks in, which usually takes up to 2 minutes.

Resolution:

Wait a few minutes, or ask a user on the workstation to print a test job to make it check in straight away.
If the workstation still doesn't switch, restart the HP Print Scout Spooler Service, which needs administrator rights, or restart the workstation.

Before you contact Support

If none of these fixes the problem, collect the Print Scout logs from an affected workstation and note which users and workstations are affected. See Collect logs for Scouts.