Printer Problems: Should I Call IT or My Print Vendor?

Submitted by Keith Metzler on Fri, 26 Jun 2026 - 15:42

A printer goes down in the middle of a busy workday.

When a printer goes down in the middle of a busy workday, it can cause serious disruptions. An office manager can’t print an invoice, a teacher can’t print classroom materials, and a healthcare office can’t scan a document.

The priority in this case is to get the printer issue resolved as quickly as possible so work can resume. But who do you call: IT or a print vendor?

Often, when something goes wrong with a printer, many organizations immediately contact their IT department, even when the issue may be better suited to a printer technician or hardware repair.

While printers are physical devices with moving parts, they're also connected to networks, cloud services, email systems, and security protocols. As a result, it isn't always obvious who should handle the problem.

At Strategic Technology Partners of Texas (STPT), we've spent more than 40 years helping businesses, schools, healthcare organizations, and other workplaces keep their print environments running smoothly. One of the most common questions we hear is whether a printer issue belongs with IT or with us.

This guide will help you quickly identify who to call so you can reduce downtime, get issues resolved faster, and keep your IT team focused on the work they do best.

Table of Contents

Why Printer Problems Often Create Confusion
When You Should Call Your Print Vendor
When You Should Call Your IT Department
What If You're Not Sure Who to Call?
How a Print Vendor Helps Reduce IT Workload
Quick Reference: Who Should You Call?
FAQ

Why Printer Problems Often Create Confusion?

Printer problems can be difficult to diagnose because they often involve both hardware and technology systems. Some issues are caused by physical components inside the device, while others stem from network connections, security settings, or email configurations.

A printer is both a machine and a connected device.

A printer contains rollers, drums, fusers, sensors, and other mechanical components that wear over time. At the same time, the printer relies on network connections, print drivers, user permissions, email settings, and authentication systems to function properly.

Because these systems work together, the symptoms can sometimes look very similar.

For example:

A printer may stop printing because a hardware component failed.
A printer may stop printing because it lost its network connection.
A scan may fail because of an internal printer issue.
A scan may fail because an email authentication setting changed.

Thankfully, most printer issues can be narrowed down fairly quickly once you know what signs to look for.

When You Should Call Your Print Vendor

In most cases, printer hardware issues should be handled by your print vendor. If the problem involves physical components, recurring device errors, print quality issues, or repairs, your vendor is typically the best first call.

Persistent Paper Jams

An occasional paper jam isn't unusual.

However, if your printer is repeatedly jamming despite clearing the paper correctly, it might be due to a mechanical issue.

Common causes include:

Worn feed rollers
Damaged paper paths
Misaligned internal components
Aging hardware

When paper jams become a recurring problem, a technician can inspect the device and identify the root cause much faster than repeated troubleshooting attempts.

Unknown Error Codes

One of the clearest signs that it's time to contact your print vendor is an unfamiliar error code.

Many device error codes indicate internal hardware failures, failed components, or service conditions that require replacement parts or hands-on repair.

Learn about common error codes and what they mean here.

Fuser Errors

If your printer displays a fuser error, it's generally best to contact your print vendor immediately.

The fuser is the component responsible for permanently bonding toner to the page using heat and pressure. Because it is a hardware component, resolving a fuser error often requires service, replacement parts, or technician intervention.

Print Quality Problems

Print quality issues rarely originate from your network.

If you begin noticing:

Streaks on pages
Lines through documents
Smudging
Toner defects
Faded output

The cause is often related to drums, toner systems, imaging components, or other hardware inside the printer.

A print vendor can quickly determine whether a consumable, maintenance item, or service repair is needed.

Call Your Print Vendor If You Notice:

Repeated paper jams
Unknown printer error codes
Fuser errors
Streaks, lines, or smudges on pages
Strange noises coming from the device
Printer hardware damage
Device won't power on

When You Should Call Your IT Department

If a printer issue involves networking, authentication, email settings, user permissions, or connectivity, your IT department is often the best place to start.

Printer Connectivity Issues

A printer can be functioning perfectly from a hardware standpoint and still be unable to communicate with users.

If employees can’t find the printer, print jobs are stuck in a queue, or if the device appears offline, the issue can be related to:

Network connectivity
IP address conflicts
Print servers
Driver deployment
Firewall settings

These types of issues typically fall within IT's area of expertise.

Scan-to-Email Isn't Working

This is a very common source of confusion. A printer will scan successfully, but the email never arrives.

In many cases, the problem may be due to:

SMTP settings
Email server changes
Authentication requirements
Security updates
Microsoft 365 or Google Workspace changes

Since these systems are generally managed by IT, they're often best equipped to troubleshoot the problem.

Authentication and Security Changes

Most workplaces today are increasingly relying on security measures such as:

Multi-factor authentication (MFA)
Single sign-on (SSO)
User access controls
Security policies

If authentication requirements change, printers can sometimes lose access to services they previously connected to successfully.

These situations usually require help from IT because the issue involves organizational security settingsrather than printer hardware.

Call Your IT Department If You Notice:

Printer cannot connect to the network
Scan-to-email has stopped working
User login or authentication errors
Driver installation problems
Print server issues
User permission issues
Security policy changes affecting printing

What If You're Not Sure Who to Call?

If you're uncertain whether a printer issue is hardware-related or network-related, contact whichever team you can reach first. A good print vendor and IT department should work together to identify the issue and direct you to the right resource.

You don't need to become a printer expert before asking for help.

At STPT, we regularly receive calls that ultimately turn out to be network-related issues. Likewise, IT departments often discover that a problem they're investigating is actually caused by hardware failure.

A strong partnership between your IT team and print vendor can help you resolve problems more quickly, improve communication, and reduce downtime for end users.

Read: 5 Signs of a Quality Print Vendor

How a Print Vendor Helps Reduce IT Workload

A dedicated print vendor allows IT teams to focus on strategic technology initiatives while printer specialists handle device maintenance, repairs, supplies, and print-related troubleshooting.

Most IT departments already manage things like:

Cybersecurity
User support
Servers
Cloud platforms
Software deployments
Network infrastructure

Adding printer repairs and hardware troubleshooting to that list can cause more work and stress for your IT team.

A print vendor typically offers maintenance plans that provide access to printer technicians who diagnose hardware issues and manage repairs. Plus, with managed print services, your print vendor can monitor the health of multiple printers and automate supplies replenishment for your fleet.

When each team focuses on its area of expertise, you get faster issue resolution, reduced downtime, better user experience, more productive IT teams, and improved printer reliability

FAQ

Should I call IT if my printer won't print?

If the printer displays error messages, hardware faults, or print quality problems, contact your print vendor. If the printer appears offline or cannot connect to the network, contact IT.

Who fixes paper jams?

Occasional paper jams can often be cleared by users. Recurring paper jams are usually best handled by a print vendor because they may indicate worn or damaged hardware.

Why is my printer showing a fuser error?

A fuser error typically indicates a hardware issue involving the printer's fusing assembly. These errors generally require service from a print technician.

Who should fix Scan-to-Email problems?

Scan-to-email issues are often related to email servers, authentication settings, or security requirements. These are typically handled by IT.

Can a print vendor work with our IT department?

Absolutely. The best outcomes often happen when IT teams and print vendors work together. Each team brings expertise in different areas, helping resolve issues more quickly.

Who You Call Matters Less Than How Quickly You Get the Right Help

At the end of the day, printer issues have a way of disrupting work at the worst possible moments. Whether it's a paper jam before an important meeting, a fuser error that stops production, or a scan-to-email problem preventing documents from being delivered, every minute of downtime matters.

Now that you understand the difference between hardware and connectivity issues, you'll know who to contact first. This can save you valuable time and reduce frustration for everyone involved.

For more than 40 years, Strategic Technology Partners of Texas has helped organizations across North Texas and Oklahoma keep their print environments running efficiently. If you're experiencing a printer issue and aren't sure where to start, our team can help point you in the right direction and work alongside your IT department when needed.

Need help with a printer problem? Contact STPT's service team today and let us help you get back to business faster.