Ask them if they are using usb or network cable some trucks have the printers networked. But most likely its usb directly to the laptop make sure they aren’t using usb hub or cable extensions. Make sure there aren’t multiple drivers in devices and printers. Unplug the printer usb cable, cancel all the print jobs, unplug the power from the printer. Delete all the printer drivers. Email the link to the newest drivers from hp or brother site and walk them through installing. Plug the usb cable at the end. Verify with windows test page.