Ethernet Printer Troubleshooting

Here we’ll help you diagnose and solve common issues you may experience while using our Star Micronics ethernet receipt printer. If you are setting up the printer for the first time, visit our setup guide.

Having problems with an Epson receipt printer or a ticket printer? Visit one of the guides below:

Table of Contents

Networking Issues

This section focuses on issues related to the network connections between the printer, router, and iPad.

My printer is not listed in Printer Setup. / "No Printers Found"

There are a few reasons why this problem can occur. The printer may be disconnected, the iPad may be connected to the wrong network, or there could be a hardware issue.

Follow the steps below to troubleshoot this issue. After each step, check if the problem is resolved.

  1. Check that the printer is connected to power, plugged into your router, and switched on.

    Make sure the power and ethernet cables are plugged into the correct printer ports as outlined here. If the printer does not power on, follow these steps to troubleshoot.

  2. Verify the printer's 'READY' light is solid blue and the 'ERROR' light is not lit.

    If either light is not working properly, follow the troubleshooting steps for the relevant issue:

  3. Make sure the iPad is connected to the Wi-Fi network for the router the printer is plugged into.
    • Open the Settings app and tap ‘Wi-Fi’. If the iPad is NOT connected to the right network, tap the correct network name to connect. Then, follow these steps to forget all other networks.
    • If using a dual band router, try connecting the iPad to each of the router’s Wi-Fi networks.
  4. Make sure local network access is enabled for the Retail POS (S-Series) app.

    Open the Settings app, tap ‘Retail (S)’, and toggle ‘Local Network’ on.

    Click to Enlarge
  5. Force quit and reopen the Retail POS (S-Series) app.
  6. Try using a different ethernet cable and router port.
    • Unplug the ethernet cable from the printer and router, then connect a new cable.
    • Flip the printer’s power switch to turn it off, wait 10 seconds, and turn the printer back on.
  7. Restart your router.
    • Unplug the router from power, wait about 10 seconds, and plug it back in.
    • Once your router is back online, turn the printer off, wait about 10 seconds, and turn it on.
  8. If the printer is connected to an extender or switch, try plugging it directly into your router.
    • Turn off the printer and unplug its ethernet cable from the extender or switch.
    • Plug the ethernet cable directly into the router, then power the printer back on.

My printer disconnects intermittently from the register.

If your printer disconnects several times a day, there may be issues with your network or iPad settings.

  1. If the printer will not reconnect, follow these steps to troubleshoot its connection.
  2. Make sure your network complies with all of our best practices.
  3. Forget unused Wi-Fi networks and enable 'Ask to Join Networks'.
    • Follow these steps to forget all networks other than the one the iPad should be connected to.
    • Visit this support article to learn how to enable the ‘Ask to Join Networks’ setting.

"No Receipt Printer"

This error appears when you try to print or reprint a receipt, but the printer was never set up properly or it disconnected from the register.

  1. Tap ‘Open’ to open the 'Printers' screen.
    Click to Enlarge
  2. Follow the specific steps below that reflect whether your receipt printer is listed on the 'Printers' screen.
  • If the receipt printer does appear on the ‘Printers’ screen:
    1. Toggle the printer on and tap ‘Done’.
      Click to Enlarge
  • If the receipt printer does not appear on the ‘Printers’ screen:
    1. Tap ‘Done’.
      Click to Enlarge
    2. Follow the steps here to troubleshoot the printer’s connection to the register.

    The READY light is blinking blue.

    The printer is either no longer connected to the network or is not receiving an IP address from the router.

    Follow the steps below to troubleshoot this issue. After each step, check if the problem is resolved.

    1. Power cycle the printer.

      Switch the printer OFF, count to 10, and turn the printer back on.

    2. Disconnect and reconnect the printer.
      • Switch the printer off and unplug its ethernet cable from the printer and router.
      • Plug the ethernet cable back into the printer and router and turn the printer on.
    3. Try using a different ethernet cable.
      • Unplug the ethernet cable from the printer and router, then connect a new cable.
      • Switch the printer off, wait 10 seconds, and turn the printer back on.
    4. Restart your router.
      • Unplug the router from power, wait about 10 seconds, and plug it back in.
      • Once your router is back online, turn the printer off, wait about 10 seconds, and turn it on.

    The READY light is solid blue, but the printer is not working.

    A brief interruption in your Wi-Fi network may have disconnected the printer from the iPad.

    1. In the Retail POS (S-Series) app, open the Main Menu and tap 'Integrated Hardware'.
    2. Select 'Printers'.
    3. Tap the switch next to the name of your printer to toggle it on.

      If you don’t see your printer listed, follow these steps to troubleshoot its connection.

    4. Tap the printer icon to check the connection.

      If successful, this prints a slip of paper with the printer’s name and MAC address.

    If the printer does not print, follow the additional steps below:
    1. Check if the printer is receiving an IP address, then repeat steps 1 - 4 above.
    2. If the printer still does not print, follow the steps below:
      • Unplug the router from power, wait about 10 seconds, and plug it back in.
      • Once your router is back online, turn the printer off, wait about 10 seconds, and turn it on.

    Is my printer receiving an IP address?

    Print a diagnostic receipt from the printer to see its network configuration and current IP address.

    1. Flip the printer’s power switch to turn it off.
    2. Press and hold the FEED button.
    3. While holding FEED, turn the printer back on.
    4. Once a receipt begins to print, release the FEED button.

      A second receipt containing the printer’s IP Address will automatically print.

    "No Host Connection"

    If a No Host Connection slip prints, it means the printer is not connected to the network or is not receiving an IP address from the router.

    1. Follow these steps to troubleshoot this issue.

    "Printer Failure. Could not connect to..."

    This error message appears on the Retail POS (S-Series) app when there is a problem communicating with the printer. Follow the steps below to resolve this issue.

    1. Force quit the Retail POS (S-Series) app.
    2. Power cycle the printer.

      Switch the printer off, count to 10, and turn the printer back on.

    3. Reopen the Retail POS (S-Series) app.
    4. On the Main Menu, tap 'Integrated Hardware'.
    5. Select 'Printers'.
    6. Tap the printer icon to check the printer's connection.

      If successful, this prints a slip of paper with the printer’s name and MAC address.

    7. If the error persists, follow the additional steps below:

    Hardware Issues

    Here you can find issues specific to the printer hardware. This assumes your iPad is communicating with the printer, but the printer is still not working correctly.

    Receipts print out blank.

    The TSP100 is a thermal printer that uses special thermal receipt paper. Make sure you are not using regular paper bought elsewhere or included with a ticket printer.

    1. Push the lever to open the back cover.
    2. Check to see if you are using thermal receipt paper.

      Thermal paper is shinier on one side and turns black when scratched. Not using thermal paper? Purchase some from the Lightspeed Store.

    3. Make sure the paper is installed correctly.

      Thermal paper only prints on one side. Load the paper so it feeds up from the bottom of the roll.

    4. Reprint a receipt.
    5. If the problem persists, follow these steps below.

    The printer cuts receipts before they finish printing.

    If a receipt is cut by the printer after only part of it prints, follow the steps below to resolve the issue.

    1. Sign into the Retail POS (S-Series) app as a Register Manager.
    2. Open the System Diagnostics Screen.
    3. Tap 'Force Get Updates'.
      Click to Enlarge
    4. Reprint a receipt.
    5. If the issue persists, contact Customer Care.

    Duplicate kitchen tickets are printing for orders.

    If tickets print multiple times for a single order, follow the steps below to resolve the issue.

    1. Force quit and reopen the Retail POS (S-Series) app.
    2. Print a kitchen ticket.
    3. If the problem persists, update the Retail POS (S-Series) app.

    My printer works, but the cash drawer doesn't open.

    Cash drawers are printer driven and require no special setup other than a connection to the printer.

    1. If performing a sale, make sure you tendered it to Cash.

      The drawer opens for Cash sales but not for other tenders, such as Credit.

    2. Make sure the drawer is unlocked.

      The lock should be in the vertical position.

    3. Check the connection between the printer and cash drawer.

      Follow these steps to learn how to check the connection.

    The ERROR light is solid red and the READY light is solid blue.

    Either the printer’s cover is open or the paper roll is loaded incorrectly.

    1. Push the lever to open the back cover.
    2. Remove the roll and reload it with the end of the roll feeding up from the bottom.
    3. Close the cover on the paper.

    The ERROR light is blinking red and the READY light is off.

    This can mean there is a paper jam, the printer has run out of paper, or the printer is going to run out of paper soon.

    1. Turn the printer off.
    2. Push the lever to open the back cover.
    3. If there is a paper jam, remove the paper causing the jam.
    4. Load a roll of paper into the printer.

      Visit the Lightspeed Store if you need to order more thermal printer paper.

    5. Close the cover on the paper.

    None of the printer’s lights are on.

    This indicates that the printer is either turned off or not receiving power.

    1. Toggle the power switch to make sure the printer is not turned off.
    2. Unplug the power cable from the printer, then plug it securely back in.
    3. Unplug the printer from its power outlet and plug it into a different outlet.

      Make sure to connect the cable to an outlet you know for sure is working.

    Miscellaneous Issues

    This section covers miscellaneous issues unrelated to the sections above.

    “Failed to print QR code. Please try again.”

    This error appears when the register is unable to print a QR code for a Pay by Link sale. The printer may be disconnected from the register, out of paper, or there may be a physical problem with the printer.

    1. Follow the steps here to make sure the printer is enabled on the Printer Setup screen.

      If the printer does not appear in Printer Setup, follow the steps here to troubleshoot.

    2. Make sure there is paper loaded in the printer.
    3. Examine the lights on the printer.

      If anything is flashing, find the relevant issue in this troubleshooting guide to resolve the situation.

    4. If unable to resolve the printer issue, select ‘Display QR Code’ or ‘Share’ to share the payment link with the customer.

      Display QR Code | Show a QR code on the register screen that, when scanned, opens the payment link.
      Share | Open the iOS ‘Share’ menu to select a method of sharing the payment link. Available sharing options will vary based on the specific apps installed and set up on the iPad but may include the abilities to email, copy, and AirDrop the payment link.

    Suggested tips do not print on my receipts.

    This issue occurs if the suggested tips setting is not enabled, the register needs to sync with BackOffice, or the Retail POS (S-Series) app is out of date.

    1. Visit receipt settings from BackOffice or the Retail POS (S-Series) app.
    2. From the ‘Tips and Signature’ tab, enable ‘Show tip suggestions on paper receipts’.
      Click to Enlarge
    3. Customize each tip’s value and type (‘$’ or ‘%’).
    4. Click ‘Save’.
    5. If updating tip settings from BackOffice, go to the register and Get Updates from BackOffice.
      Click to Enlarge
    6. If the problem persists, update the Retail POS (S-Series) app.

    My business logo does not print on receipts.

    This issue occurs if a logo has not been uploaded, the ‘Show Logo on Printed Receipt’ setting is not enabled, the register needs to sync with BackOffice, or the Retail POS (S-Series) app is out of date.

    1. Visit receipt settings from BackOffice or from the Retail POS (S-Series) app.
    2. From the ‘Business Info’ tab, check if a store logo is uploaded.
      Click to Enlarge
    3. If there is no logo, tap ‘Choose Image’ to upload one.

      We recommend following these tips to optimize the logo for printing.

    4. Click the ‘Paper Receipt’ tab.
    5. Enable ‘Show Logo on Printed Receipt’, then click ‘Save’.
      Click to Enlarge
    6. If updating receipt settings from BackOffice, go to the register and Get Updates from BackOffice.
      Click to Enlarge
    7. If the problem persists, update the Retail POS (S-Series) app.

    My business logo on printed receipts looks different than my email receipt logo.

    Logos printed on paper receipts look different than logos on email receipts due to the limitations of thermal printers. For best results, optimize your logo for printing, then upload that new version to update the logo used for paper receipts, email receipts, and invoices.

    1. Follow these tips to optimize your logo for paper receipts.
    2. Upload the new logo.
    3. If you uploaded the new logo from BackOffice, go to the register and Get Updates from BackOffice.