When your printer stops working during service, it can disrupt your workflow. This guide walks you through how to diagnose and fix the most common printing issues based on the type of connection your printer uses.
What's in this guide?
Printing a status sheet
Troubleshooting common printer issues
Setting up a static IP address
Running a ping test
Performing a factory reset
Printing a status sheet
To effectively troubleshoot printing issues, it’s important to verify the current network and connection status of your printer. The first step is printing a status sheet, which provides key details like the printer’s IP address, DHCP settings, and network configuration.
To print a status sheet:
- Turn off the printer.
- Hold down the Feed button.
- While holding the Feed button, turn the printer back on.
- Release the Feed button once the printer starts printing.
For newer models (e.g. TM M30 series)
To print a status sheet:
- Ensure the printer is powered on.
- Open the top cover by pushing the lever on the right side away from you, then lift the cover.
- Hold down the Feed button for at least 3 seconds.
- Close the cover. A status sheet will then automatically print containing the network configuration details.
For older models (with a reset pin near the Ethernet or cash drawer port)
To print a status sheet:
Using a pen or paper clip, press and hold the reset pin for 3-4 seconds, then release it. A status sheet will be printed.
Holding the reset pin for too long may trigger a factory reset and erase all printer settings. Release it as soon as the printer starts printing.
Troubleshooting common printer issues
This section outlines common printing issues such as connection problems, unresponsive printers, and setup errors, along with the steps to help you resolve them quickly. Follow the guide based on the printing connection type you're using.
Bluetooth is a 1:1 connection available only on iOS devices. This means only one POS register can be paired with and use one Bluetooth printer at a time. The printer should be kept within the range of the POS, ideally within 5-10 meters to avoid connection issues.
For instructions on how to set up your Bluetooth printer with the POS, refer to our guide on setting up printers.
Browse the scenarios below to identify common printing issues, their possible causes, and recommended solutions.
Cause: If the printer doesn’t appear when attempting to pair, it may not be in pairing mode. This is common with new printers or ones that are already paired with another device.
Resolution: Attempt to unplug the power cable, wait 30 seconds, then plug it back in and see if the Bluetooth LED indicator starts flashing.
Check the Bluetooth LED indicator to determine the printer's status:
- Blinking: The printer is in pairing mode and ready to connect.
- Solid light: The printer is already paired.
- Off: The printer is not in pairing mode. Refer to the steps below to activate the printer's Bluetooth pairing mode.
To activate Bluetooth pairing mode:
- Open the printer cover.
- Press and hold the Feed button until the roll paper LED flashes.
- Pull out a small amount of paper, then close the cover securely.
- Wait for the Next Action status sheet to print, then press the Feed button once.
- Hold the Feed button for at least 1 second. The Bluetooth LED will start blinking, and the Bluetooth status sheet will print, indicating the printer is ready to pair.
Once the Bluetooth LED indicator starts flashing, you're ready to pair the printer to your iPad.
Cause: Bluetooth printing supports only 1:1 pairing between a printer and a single register. Connecting multiple registers to the same Bluetooth printer can cause conflicts and disrupt printing.
Resolution:
- Ensure the Bluetooth printer is paired with only one POS register.
- For setups with multiple registers, we recommend switching to network-based printing.
Cause: The printer is too far from the POS register, or the Bluetooth signal could be disrupted by physical barriers or nearby electronic interference.
Resolution:
- Ensure the printer and POS register are within close range with minimal physical obstructions or any electronic interference between them. Avoid placing the devices near thick walls, metal surfaces, or other wireless equipment that may disrupt the Bluetooth signal.
- Perform an app repair.
- Switch to network printing to check for extended coverage.
Cause: The printer is not properly configured for the intended print type. It may be set up for receipts only or for production dockets without the assigned products to print.
Resolution:
- On your iPad, navigate to Settings > Apps > Restaurant and adjust the following settings:
- Enable logging for Epson printer: ON
- Enable Element Printers: OFF
- Switch to Multicast broadcast for Epson Printers: ON
- Perform a test print to check if the connection docket prints successfully.
- If a connection docket prints, determine whether the printer is properly configured for receipt or production printing:
- For production printing: Ensure the products are assigned to the printer in Back Office. Refer to our article on setting up production printing.
- For receipt printing: Verify that the Print Receipts toggle is enabled for the printer in the POS Printing section. Refer to our article on setting up printers for guidance.
- If no connection docket prints, unplug the printer power cable, wait 30 seconds, then plug it back in and try pairing the printer to the iPad again.
Reliable network-based printing depends on a stable connection between the POS register, the printer, and the local network. When a printer is unresponsive, or printing is delayed or intermittent, the issue is often related to incorrect IP configuration, poor network connectivity, or mismatched settings between devices.
Troubleshooting involves verifying that the printer and POS are on the same local network, checking the printer’s IP address through a status sheet, confirming DHCP is enabled or configured, and using ping tests to assess the stability of the connection.
Browse the scenarios below to identify common printing issues, their possible causes, and recommended solutions.
Impacting all registers
Impacting only one register
Does it impact all POS registers?
Cause: Printers are not acquiring a valid IP address or are not connected to the correct wired network. DHCP may not be enabled, or the network setup may include unsupported devices such as repeaters or wireless bridges.
Resolution:
- Ensure all POS registers and printers are connected to the same network.
- Confirm that printers are hard-wired directly to the router or a wall port.
- If the printer is connected to a wall port and not working, try connecting it directly to the router.
- Avoid using repeaters or wireless bridges for printers as they can cause unstable connections. These are only supported for POS registers, not printers.
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Print a status sheet to check the printer's IP address. If the TCP/IP Acquiring or DHCP server is set to static or manual and the IP address shows 192.168.192.168, this means your printer isn't communicating with your network and is not getting a valid IP address. In this case, you need to enable DHCP mode.
DHCP is enabled by default on Star printers and newer Epson models.
Refer to the articles below for instructions on enabling DHCP based on your printer model and device type:
- If none of the above resolves the issue, contact your IT support for further assistance with troubleshooting your network.
Does it impact only one register?
Cause: The specific POS register may not be configured correctly or may not be connected to the same network as the printers.
Resolution:
- Ensure the POS register is on the same Wi-Fi network as the other working POS registers.
- Verify the POS app version matches the version used on the other working registers. To check, navigate to your iPad's Settings > Apps > Restaurant > App version and review the app version listed.
- In Back Office, confirmed that Register-specific printing is not enabled unless deliberately configured and set up correctly.
- If using a computer as a register with an intelligent printer, make sure you're using the Chrome browser and that unsafe scripts are allowed for my.kounta.com.
- For Epson Printers using iPad as the POS register, navigate to the iPad Settings > Apps > Restaurant and set:
- Enable logging for Epson printer: ON
- Enable Element Printers: OFF
- Switch to Multicast broadcast for Epson Printers: ON
For Element printers, only the Enable Element Printers option should be ON.
- You may need to run a ping test to ensure the register can reach the printer over the network. Choose any printer to test against, then walk around the venue where the register is used, checking for dropped packets.
If packet loss occurs, consider consulting an IT professional to install an additional Wi-Fi access point to improve coverage.
Cause: Some printers may not be properly configured in Back Office. This includes inaccurate IP addresses, missing or inaccurate product assignments, or the printers being offline or on a different network.
Resolution:
- Confirm that all printers are connected to the same local network as the POS register. If the printer is connected to a wall port and not working, try connecting directly to the router to rule out any physical connectivity issues.
- Print a status sheet from each printer and confirm the IP address matches what's configured in Back Office.
- In Back Office > My Site > Printers, verify that each printer is listed and correctly configured:
- Production printing: Ensure the products are assigned to the printer. Refer to our article on setting up production printing for detailed instructions.
- Receipt printing: Confirm that the printer is selected as the receipt printer under Register Printer Settings.
- If using register-specific printing, ensure products and order types are correctly assigned to the printers.
Cause: Intermittent printing typically points to unstable network connectivity between the POS and the printer. This may be due to weak network signals, fluctuating IP address assignments, network interference, or incorrect printer network settings.
Resolution:
- Ensure the printer and POS are connected to the same network. Printers should be directly connected to the router or a working wall port.
- Ensure the POS app and iPad software versions are up to date.
- To check the POS app version: On your iPad, navigate to Settings > Apps > Restaurant > App version. Ensure it matches the latest app version listed here.
- To check the iPad's software version: Navigate to Settings > General > Software Update. If an update is available, you'll be prompted to download and install it.
- Consider setting up a static IP address for each printer. This helps prevent printing issues caused by changing IP addresses, especially after power cycles or network reboots.
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Print a status sheet and verify the IP address is valid (not 0.0.0.0) and in DHCP mode, unless a static IP address has been correctly configured for the printer.
To verify connectivity:
Open a web browser, such as Safari or Chrome, on a device connected to the same network as the printer. Type the printer's IP address into the address bar and try to search.- If the printer's configuration loads, it means the device is successfully connected and communicating with your network.
- If the printer configuration page doesn't load, the printer may not be connected properly. Check the physical network connectivity and attempt to change the network port or cable if possible, then print a new status sheet to confirm the current IP address.
- Run a ping test from the iPad to check for any timeout error or packet loss.
- Avoid using repeaters or wireless extenders with printers. These are not officially supported for printers and often lead to unstable connections.
- Power cycle the printer, router, and POS device to refresh the network connection.
Cause: This is usually due to incomplete or incorrect printer configuration in Back Office. Some products and order types may not be assigned to a printer or a specific register. Note that receipt printing and production docket printing are set up separately, so one may work while the other doesn't.
Resolution:
- Check if the missing items or orders for a specific order type are assigned to the printer. To do this:
- Navigate to Back Office > My Site.
- Select Printers.
- Scroll down to Network Printers in this site, and select the cog wheel (settings) icon on the right of the printer where the item or order should be printing.
- Under Assign POS categories or products, ensure the category or specific items are selected.
- If using the Order Types feature, under Assign order types, ensure the applicable order types, such as Dine in or Takeaway, are selected.
If the item is assigned to the printer but the corresponding order type is not, the order will not print.
- Click Save settings.
- If using Advanced Production Printing, ensure each register has its own assigned and properly configured printers.
- For issues specific to online orders, check if Pass Thru Printing is enabled and set up correctly.
Cause: Slow printing can happen due to several factors, such as having too many printers assigned to the register, older printer models processing dockets sequentially, or a poor network connection.
Resolution:
- Check the number of printers in use. If you have many printers connected, keep in mind that the POS prints dockets one at a time per register. For example, the Epson TM-U220 printer prints more slowly and must finish one docket before starting the next. In busy environments, this can cause delays. Consider switching to faster thermal printers if printing speed is critical. Visit our article on compatible printers for other supported models.
- Run a ping test using the printer's IP address to check for delays or packet loss. This helps confirm whether your connection is fast and stable.
- Printers must be directly connected to your router or a wall port using a network cable and not through Wi-Fi extenders or wireless bridges.
- For Epson printers, navigate to the iPad Settings > Apps > Restaurant > Switch to Multicast broadcast for Epson printers > ON. Turning this on helps your POS device discover and communicate more reliably with Epson printers on the local network.
Cause: This usually happens if the wrong type of paper is used or if the thermal side of the paper is not facing the print head.
Resolution:
- Check that you're using thermal paper (for thermal printers). Try to remove the paper roll and scratch the surface of the paper firmly with your fingernail. If it leaves a black mark, it's thermal paper.
- Make sure the paper is loaded correctly. The thermal side should face down when feeding from the bottom of the roll. Try to reinsert the roll properly and close the cover securely.
Setting up a static IP address
If you're using a network printer, assigning a static IP address ensures the IP remains consistent. This prevents printing issues caused by changing IP addresses, especially after power cycles or network reboots.
To set up a static IP address:
- Ensure your iPad or computer is connected to the same network as your printer.
- Open a web browser such as Chrome or Safari.
- In the address bar, enter your printer's IP address to access the printer's configuration page.
- Log in to the printer configuration page.
- For older Epson printers:
- Username: epson
- Password: epson
- For newer Epson printers:
- Username: epson
- Password: serial number located on the sticker on the printer.
- For older Epson printers:
- Under Configuration, select TCP/IP.
- Older Epson printers: Under Get IP Address, select Manual.
- Newer Epson printers: Under Acquiring the IP address, select Manual.
- Enter the IP Address in the IP Address field. It's recommended to use the same IP currently assigned to the printer as shown on the status sheet.
- Click Submit or Send, depending on your printer model.
- On the next screen, click Reset to apply the changes.
To set up a static IP address:
- Ensure your iPad or computer is connected to the same network as your printer.
- Open a web browser such as Chrome or Safari.
- In the address bar, enter your printer's IP address to access the printer's configuration page.
- Under Configuration, select TCP/IP.
- Under Get IP Address, select Manual.
- Enter the IP Address in the IP Address field. It's recommended to use the same IP that is currently assigned to the printer, as shown on the status sheet.
- Click Submit.
- On the next screen, click Reset to apply the changes.
To set up a static IP address:
- Ensure your iPad or computer is connected to the same network as your printer.
- Open a web browser such as Chrome or Safari, and enter the IP address listed under Current IP Parameter Status on the status sheet into the browser’s address bar.
- Click Login.
- Enter the following credentials:
- Username: root
- Password: public
- Click Sign in.
- In the left navigation menu, select IP Parameters > Static. It's recommended to use the IP address, Subnet Mask, and Default Gateway already assigned to the printer, as shown on the status sheet.
- Click Submit.
- Review the network details you entered, then click Save.
- Select Save > Configuration printing > Restart device.
- Click Execute. A confirmation page will appear indicating the changes were successful.
The printer’s light will continue flashing during this setup. Once complete, it will print a status sheet showing the newly assigned IP address (Static) under Current IP Parameters Status.
Running a ping test
If you're experiencing intermittent or unreliable printing, a ping test can help identify issues such as packet loss or slow response times on your local network. Running this test helps verify network stability and ensures a reliable connection between your POS and printer.
Use iNetTools on iOS or PingTools on Android to perform connectivity checks. Both apps are free and suitable for this task. The steps are generally the same regardless of which app you're using.
To run a ping test:
- Open the app and tap Ping from the left menu.
- Enter the printer's IP address, which you can find in the Back Office printer settings.
- Tap Start to begin the test.
- Let the test run for at least 10 minutes.
- (Optional) If the POS device is used around the venue or for table service, walk through the areas where the register is used to ensure consistent connectivity and aim for at least 20–30 successful pings.
- After 10 minutes, tap Stop to view the results.
Once the test begins, the app will display response times from the printer. Ideally, response times should be under 50ms, but anything under 100ms is generally acceptable.
The key thing to watch for is any timed out messages, as these indicate a problem and should never occur, especially not consecutively.
Ideally, you want 0.00% although in larger venues with mesh networks, this can be tricky. However, in general, anything above .03% can result in occasional printing and payment failures. The POS will notify you if these occur and allow you to retry.
Understanding the ping test results
The example above shows a strong result. Packet loss should be below 0.03%, the lower, the better. Further to this, the round-trip figures are also important. In the above, the average is 11.3ms with the max being around 13.76ms. Ideally, the average should remain below 30ms, and the max should never exceed 100ms.
If your results exceed these ranges, there may be network issues affecting performance. We recommend reaching out to an IT professional or one of our installation partners for further support.
Performing a factory reset
Factory resetting your printer restores its original settings and can help resolve persistent connection or configuration issues. This process also enables DHCP on supported models, allowing the printer to receive a new IP address automatically.
To perform a factory reset:
- Turn off the printer.
- Using a pen or paper clip, press and hold the reset pin near the Ethernet or cash drawer port (depending on your printer model).
- While still holding the reset pin, turn the printer back on.
- The printer will print a message such as Resetting to Factory Default or Initialization Complete. Some models may also print a diagnostic sheet showing the default IP address.
Performing a factory reset automatically enables DHCP mode on newer Epson printer models, such as the TM-m30 series. This allows the printer to automatically obtain a valid IP address from your network.
Star TSP143IV
To perform a factory reset:
- Press and hold the Feed button until the blue (Power) LED starts flashing, then release it.
- Press and hold the Feed button again until both the blue (Power) and red (Error) LED lights flash together, then release.
- Close the cover, ensuring a bit of paper is sticking out. The blue light should be solid blue.
- Wait for the printer to print a status sheet confirming the reset, with the updated IP address (DHCP) listed under Current IP Parameter Status.
Star TSP100/TSP100III
To perform a factory reset:
- Unplug the Ethernet cable from the back of the printer.
- Turn off the printer.
- Open the paper cover.
- Press and hold the Feed button, then turn the printer back on.
- Continue holding the Feed button until both the Ready and Error lights start flashing, then release it.
- Close the paper cover and reconnect the Ethernet cable. The Ready light should turn solid blue.
- Turn off the printer and back on again.
- Wait for the printer to print a status sheet confirming the reset, with the updated IP address (DHCP) listed under Current IP Parameter Status.
Performing a factory reset on Star printers resets the network configuration back to DHCP mode, allowing the printer to automatically obtain an IP address from the network.