Printer Not Printing
A customer reports that their printer is not responding or printing documents. The technical support agent helps them check power connections, paper jams, driver issues, or network connectivity problems.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
printer
A machine that produces text and images on paper. In tech support, it's common to troubleshoot printers when they stop working.
operating system
The software that manages a computer's hardware and applications, like Windows or macOS. Knowing your OS helps tech support diagnose issues.
plugged in
Connected to a power source with a cable. Always check if devices are plugged in before reporting problems.
error messages
Warnings or alerts shown on a screen indicating a problem. Reading them helps identify what's wrong with the device.
paper jams
When paper gets stuck inside a printer, preventing it from printing. Clearing jams is a basic first step in troubleshooting.
restart
To turn a device off and then on again. This simple action often fixes temporary software problems.
glitches
Small, temporary faults or errors in a system. They are minor issues that can usually be fixed easily.
test print
A simple print job to check if the printer works. Use it to verify if the problem is with the printer or the document.
Key Sentences
Important phrases to remember and practice
Hi, I'm calling because my printer isn't working.
This is a polite way to start a support call, stating the problem clearly. Use it when seeking help for a device issue. Note the contraction 'isn't' for 'is not' in informal speech.
Can you tell me what kind of printer it is and what operating system you're using?
A question to gather details for troubleshooting. 'What kind of' asks for type or model, and 'you're using' is a contraction of 'you are using.' Useful for support agents to diagnose problems.
Is the printer plugged in and turned on?
Basic yes/no question using 'is/are' for checking device status. 'Plugged in and turned on' covers power basics. Always ask this first in tech support to rule out simple errors.
Are there any error messages on the printer's display?
Inquires about visible alerts. 'Are there any' is used for existence questions. Important for identifying issues; use in contexts where screens show status.
Have you checked for any paper jams?
Past participle 'have you checked' asks about prior actions. Useful for guiding users through common fixes like checking for stuck paper in printers.
The next thing we should try is to restart both your printer and your computer.
Suggests a solution using 'should try' for recommendations. 'Both...and' connects two items. This pattern is practical for step-by-step troubleshooting instructions.
This often resolves minor glitches.
Explains benefits with 'often' for frequency and 'resolves' meaning fixes. Use this to reassure users that simple steps work for small problems.
Hold on a moment.
Polite way to ask for a short wait, meaning 'wait briefly.' Common in phone conversations; 'hold on' implies pausing while doing something.