If your printer isn't working as expected, start with basic troubleshooting steps, refer to the printer status lights table, or follow the steps for specific issues outlined below.

Basic printer troubleshooting checklist

These general steps can help you resolve common printing and device issues or gather information for further troubleshooting.

Receipt printers are not currently supported in Lightspeed Hub for Retail POS (X-Series). Currently, only Zebra label printers are supported.

Check the printer

• Check that the paper roll is properly loaded and there are no paper jams.
• Ensure the power indication light is on and there are no blinking red or orange lights on. Blinking lights or error lights may indicate:
  • Printer is out of paper: Replace with a new roll.
  • Paper roll is jammed: Turn off the printer and carefully clean out the jammed paper, then power it back on.
  • Cover is open: Make sure the cover is completely closed and no shredded paper is blocking it.
  • Connection is lost: Check your network connection or reconnect to Bluetooth. If you’re using a wired connection, confirm that the Ethernet cables are plugged in. Make sure you're using networking best practices.
  • Printer is overheated: Turn off the printer and let it cool down. Make sure it is in a well-ventilated area before turning it back on. If the issue persists, contact the manufacturer.
• Ensure printers and settings are properly configured in Retail POS.

Check for connection issues

• Check that cable connections running from the printer to your computer are securely plugged in. If possible, try a different port, plug, or cable to rule out connection point issues.
• Check for network or internet issues and make sure you're following networking best practices. If possible, plug your printer directly into your router to bypass potentially faulty connectors like dongles, extenders, switches, or wall ports.
• Ensure that the printer is plugged directly into a power source instead of an extension cord.
• Close all other apps on your iPad except for Retail POS (X).

Update your device

• Update to the latest version of the Retail POS (X) app.
• Update your iPad to the most recent version of iOS.

Restart your devices

• Turn the printer off, wait 10 seconds, then turn it back on.
• Restart your POS device.

Prepare for additional troubleshooting

• Check the printer status lights to find the specific issue.
• Print a status sheet to get the printer's IP address, MAC address, and diagnostics.

Printer status lights

Epson TM-m30III printer status lights

Star TSP100 printer status lights

How to print a status sheet

Printing out a status sheet can help identify network problems. You may need to consult your hardware model's manual for specific instructions.

• Printing Epson TM-m30III status sheets

  1. Lift the cover release located next to the printer lights to open the cover.
  2. Press and hold the Feed button until the paper roll light (orange) starts blinking.
  3. Pull the paper past the paper cutter and close the cover. A Next Action sheet will print.
  4. Complete action 5 from the list, the Simple AP action, by quickly pressing the Feed button 5 times, then holding for one second. After a moment, the SimpleAP Start sheet will print.

  This status sheet will contain your printer’s IP address and other information. Keep this printout nearby to reference during the connection process.

• Printing Star TSP100 status sheets

  Follow these steps to print a status sheet for the Star TSP100 printer. Excluding Epson printers, these steps also work for most other printer models.

  Steps may vary by printer brand and model. Refer to your printer’s manual for details.

  1. Turn the printer off.
  2. Press and hold down the Feed button and turn the printer power on at the same time.
  3. Wait for the device to start printing, then release the Feed button.

  This will print two status sheets. At the bottom of the second sheet, the printer's current IP address and MAC address (hardware address) are listed. Keep this information, as you may need it for further troubleshooting.

  

How to print a test receipt

You can print a test receipt from Retail POS:

1. Navigate to Sell > Sales history.
2. Click a sale to expand it.
3. Click Print receipt.
4. Select the receipt template you want to use.
5. If needed, click Change and select the correct printer from the list on the print preview screen, then print out a receipt.

Refer to Setting up your receipt templates for more information.

Issue: receipts won't cut

• Epson TM-m30III printer

  If your receipts won't cut, you likely have a cutter error, which is usually caused by jammed paper or objects stuck in the cutter area. If the printer has detected a cutter error, the printer status lights will display:

  • Power light (Blue): On
  • Error light (Orange): On

  

  The thermal head and the surrounding area can be very hot after printing. Be careful when opening the cover.

  To solve the cutter error:

  1. Open the roll paper cover.
  2. Check the cutter area, remove the paper roll, and remove any jammed paper.
  3. Once the area is clear, insert the paper roll.
  4. Close the roll paper cover.

  When the printer returns to the normal status, the lights will display:

  • Power light (Blue): On
  • Error light (Orange): Off
  • Paper light (orange): Off

  

  If the problem persists, you might need to enable CUPS printer settings.

• Star TSP100 printer

  If your receipts won't cut, you likely have a cutter error, which is usually caused by jammed paper or objects stuck in the cutter area. If the printer has detected a cutter error, the printer status lights will display:

  • Ready light (Blue): Off
  • Error light (Red): Blinking

  

  To solve the cutter error:

  1. Using the power switch, turn the printer off.
  2. Remove the front cover.
  3. Remove any jammed paper.
  4. Turn the knob in the front of the cutter until the cutter reaches the home position (towards the front of the printer).
  5. Reattach the front cover.
  6. Turn the printer on.

  When the printer returns to the ready status, the lights will display:

  • Ready light (Blue): On
  • Error light (Red): Off

  

  For further troubleshooting, refer to the Star help centre or your printer’s manual.

Issue: CUPS troubleshooting

If your printer isn't automatically cutting receipts as you've set up previously using CUPS, it might be a settings issue.

1. Check that CUPS is enabled.
2. Print a test receipt.
3. Confirm that automatic receipt cutting is enabled.

If you're using Windows and the issue persists, you may have to configure your device settings.

• Epson TM-m30III printer and Windows device

  Check your settings to confirm that the printer is set to cut automatically.

  1. Open the Control Panel > Devices & Printers.
  2. Right-click the Epson printer from the list and select Printer properties.
  3. Select the Device Settings tab from the top of the window, and ensure that the settings match the following:
     1. Friction: 72mm x Receipt
     2. Paper type: Receipt
     3. Page cut type: Partial Cut
     4. Document cut type: Partial Cut
     5. Peripheral unit type: Cash Drawer
     6. Peripheral unit 1: Document Top
     7. Cash drawer one - Pulse width: 200 milliseconds
  4. Click Apply.
  5. Click Ok to close the settings window.

• Star TSP100 printer and Windows device

  Check your settings to confirm that the printer is set to cut automatically.

  1. Open the Control Panel > Devices & Printers.
  2. Right-click on the Epson printer from the list and select Printer properties.
  3. Select the Device Settings tab from the top of the window, and ensure that the settings match the following:
     1. Friction: 72mm x Receipt
     2. Paper type: Receipt
     3. Page cut type: Partial Cut
     4. Document cut type: Partial Cut
     5. Peripheral unit type: Cash Drawer
     6. Peripheral unit 1: Document Top
     7. Cash drawer one - Pulse width: 200 milliseconds
  4. Click Apply.
  5. Click Ok to close the settings window.

Issue: blank or low-quality receipts

Receipts can print incorrectly due to issues such as using the wrong paper type, inserting the paper incorrectly, an overloaded buffer queue, and more.

If you're experiencing blank or low-quality receipts, this can be due to incorrectly loaded paper, the wrong paper type, or a dirty printer head.

1. Check the paper type and orientation or ink levels:

   • Thermal printer: Confirm thermal paper is loaded in the printer. Thermal paper will leave a mark if you scratch the thermal side. Load the thermal side down against the print head. If no black marks appear on either side, it's a regular roll that will need to be replaced with a thermal paper roll to resolve the issue. Make sure the paper is high quality, loaded correctly, and feeding smoothly.

     Keep thermal paper rolls in a cool, dry location away from direct sunlight to maintain quality.

   • Impact printer: Ensure your ink ribbon is installed properly, or try loading a new one.
2. Clean the print head by turning off the printer, opening the cover, and using a microfiber cloth to gently clean the printhead, without directly touching it.
3. If the print quality is low, try a different paper brand or consult your printer's manual for instructions on increasing print density. Note that increasing print density will increase heat or ink usage, potentially shortening the printhead's life.

Issue: receipts are missing sections

Receipts can print with missing parts when the buffer queue or printing queue is overloaded, or there is a print spooler issue. When you repeatedly try to print and the print queue becomes overloaded, only part of the file, or blank information, is transmitted to the printer. Based on your device, use these steps to try to resolve the issue.

• Windows buffer queue overload and printer spool troubleshooting

  To clear the buffer queue overload:

  1. Right-click the Windows icon in the bottom left.
  2. Select Devices and Printers.
  3. Right-click your printer icon, and select See what's printing.
  4. Right-click the documents, and click Cancel.
  5. Restart the printer and try printing again.

  If some print jobs won’t cancel, try rebooting the computer to see if that resolves the issue. If not, clear the printer spool:

  1. On the host, open the Run window by pressing the Windows logo key + R.
  2. In the Run window, type services.msc. The Services window will display.
  3. Scroll down to Print Spooler.
  4. Right-click Print Spooler and select Stop.
  5. Navigate to C:\Windows\System32\spool\PRINTERS and delete all files in the folder.
  6. In the Services window, restart the Print Spooler service by clicking Start in the left pane when Print Spooler is highlighted.
  7. Try printing again.

• Mac printing queue troubleshooting

  To troubleshoot the printing queue:

  1. Open the Apple menu (Apple icon) > System Preferences > Printers.
  2. Select the active printer and click Open Print Queue.
  3. Select and cancel the print jobs as you need.
  4. Try printing again.

Issue: receipts have a long blank section

This can occur because headers and footers are enabled in your browser’s printer settings:

1. From your browser, navigate to Print Preview.
   1. Mac: Cmd + P
   2. Windows: Ctrl + P
2. Click More settings.
3. Check under Options to make sure the checkbox next to Headers and Footers is not selected.

If headers and footers are disabled, and the printer is still producing long receipts, update the print dimensions:

• Windows: updating print dimensions

  This is the content for the first tab.

  1. Navigate to Control Panel.
  2. Under Hardware and Sound, click View devices and printers.
  3. Right-click your printer.
  4. Click Printer properties > Preferences > Advanced.
  5. From the Paper Size dropdown, select 72 mm x 200 mm.
  6. Click Ok in the Advanced Options window.
  7. Click Ok in the Printing Preferences window.
  8. In the Printer Properties window, click the Device Settings tab.
  9. Use the FRICTION dropdown to select 72 mm x 200 mm.
  10. Click the Advanced tab > Printing Defaults > Advanced.
  11. Use the Paper Size dropdown to select 72 mm x 200 mm.
  12. Click Ok in the Advanced Options window and Ok in the Printing Defaults window.
  13. Click Apply > Ok.

• Mac: updating print dimensions

  This is the content for the second tab.

  1. From your web browser, navigate to Print Preview by navigating to File > Print.
  2. Click More settings > Print using system dialog.
  3. In the Paper Size dropdown, click Manage custom sizes.
  4. Click the + icon to create a custom size.
  5. Enter 72 in Width and 200 in Height.
  6. (Optional) Name your custom paper size for easier recognition.
  7. Click Ok.
  8. Click Print.
  9. Navigate to System settings > Printers & Scanners.
  10. Make sure your receipt printer is set as your Default printer.
  11. Use the Default paper size dropdown to select your custom receipt paper size.

Issue: iPad receipt printer printing multiple copies

If the printer connected to your iPad is printing more copies than expected, the printer settings might be set to print multiple copies, or duplicate printers have been added.

To resolve printing multiple copies:

1. In the Retail POS app, tap and open the side menu.
2. Tap Settings > Hardware.
3. Tap the name of your printer.
4. Ensure the correct number of receipts is selected.

To resolve duplicate printers added:

1. In the Retail POS app, tap and open the side menu.
2. Tap Settings > Hardware.
3. If two or more printers are listed, tap each extra printer.
4. Tap Remove printer.

Issue: printer is connected but won't print

If your printer is connected but won't print, this may be related to the printer overheating or paper-related issues, like the printer running out of paper, or the paper being inserted into the printer incorrectly. In situations like this, it's best to check the printer's status lights to confirm the problem, then troubleshoot according to the issue type.

Issue: Overheated printer

• Epson TM-m30III overheated printer

  When the printer overheats or the thermal head reaches a high temperature, the printer stops printing, and the lights will display the error warning:

  • Power light (blue): Solid

  • Error light (orange): Solid

    

  To troubleshoot an overheated printer:

  The thermal head and the surrounding area can be very hot after printing. Be careful when opening the cover.

  1. Turn the printer off and let it cool down.
  2. Make sure the printer is in a well-ventilated area before turning it back on.
  3. Printing will resume automatically when the thermal head temperature decreases.
  4. (Optional) If the issue persists, contact the manufacturer.

  When the printer cools down and returns to the normal status, the lights will display:

  • Power light (blue): Solid
  • Error light (orange): Off

  • Paper light (orange): Off

    

• Star TSP100 overheated printer

  When the printer overheats or the thermal head reaches a high temperature, the printer stops printing, and the lights will display the error warning:

  • Ready light (blue): Flashing

  • Error light (red): Off

    

  To troubleshoot an overheated printer:

  The thermal head and the surrounding area can be very hot after printing. Be careful when opening the cover.

  1. Turn the printer off and let it cool down.
  2. Make sure the printer is in a well-ventilated area before turning it back on.
  3. Printing will resume automatically when the thermal head temperature decreases.
  4. (Optional) If the issue persists, contact the manufacturer.

  When the printer cools down and returns to the ready status, the lights will display:

  • Ready light (blue): Solid

  • Error light (red): Off

    

Issue: printer paper not detected/ out of paper

• Epson TM-m30III roll paper not detected

  If you insert the paper roll incorrectly, the printer won't print, and it will display the roll paper not detected error:

  • Power light (blue): Solid
  • Error light (orange): Solid

  • Paper light (orange): Solid

    

  To fix the roll paper not detected error:

  1. Open the roll paper over.

  2. Check that the paper roll is in the correct position and ensure the paper is pulling from under, not over.

     

  3. (Optional) If your printer is low on paper, insert a new paper roll.
  4. Close the roll paper cover.

  When the paper roll is inserted correctly, and the printer is ready to print again, the printer returns to normal status, and the lights will display:

  • Power light (blue): Solid
  • Error light (orange): Off

  • Paper light (orange): Off

    

  Epson TM-m30III printer is running out of paper

  If your receipt roll is running low or it's finished, the printer lights will display:

  • Power light (blue): Solid
  • Error light (orange): Off

  • Paper light (orange): Solid

    

  To resolve the printer out of paper error:

  1. Open the roll paper cover.

  2. Remove the empty roll and replace it with a new paper roll, ensuring that the paper roll is in the correct position and that the paper is pulling from under, not over.

     

  3. Close the roll paper cover.

  When the paper is inserted correctly, and the printer is ready to print again, the printer returns to normal status, and the lights will display:

  • Power light (blue): Solid
  • Error light (orange): Off

  • Paper light (orange): Off

    

• Star TSP100 printer out of paper error

  If you insert the paper roll incorrectly, or the printer is out of paper, the printer won't print, and it will display the out of paper error:

  • Ready light (blue): Solid

  • Error light (red): Flashing

    

  To fix the out of paper error:

  1. Open the printer cover.

  2. Check that the paper roll is in the correct position and ensure the paper is pulling from under, not over.

     

  3. (Optional) If your printer is out of paper, insert a new paper roll.
  4. Close the printer cover.

  When the paper roll is inserted correctly, and the printer is ready to print again, the printer returns to ready status, and the lights will display:

  • Ready light (blue): Solid

  • Error light (red): Off

    

Issue: inactive printer

Troubleshooting an inactive printer can vary depending on the connection type (LAN, USB, Wi-FI, or Bluetooth) and device model.

1. Make sure the printer is plugged into a power outlet and turned on.
2. Turn the printer off and then back on.
3. If you're using a LAN or Wi-Fi printer:
   1. Make sure it's connected to the same network as your iPad by navigating to your iPad's Settings > Wi-Fi.

   2. Tap the info icon next to the network to view the iPad's IP address. Compare with the printer's IP address from a status sheet printout. If the first three numbers differ (for example, 192.168.0.xx and 192.268.3.xx), the printer and iPad are on different networks. Connect the iPad to the correct network or consult a network specialist.

      

      If the IP address on the settings receipt states NONE, the printer is not connected to the internet.

4. If you're using a Bluetooth printer:

   1. Unplug any cables from the printer other than those connecting it to power or a cash drawer.
   2. Unpair the printer by navigating to your iPad's Settings > Bluetooth > the information icon next to the printer > Forget this device. 
   3. Then, re-pair the device by toggling Bluetooth off and back on > select your printer from the My Devices list.

   Once re-paired, your printer will display as Connected.

   

Disabling Secure Printing on an Epson printer

Some Epson printer models may have Secure Printing enabled by default in the printer's Web Config page, which can cause issues when attempting to pair your printer to Retail POS. For more information, consult your user manual.

To access Secure Printing options:

1. Open a web browser on a computer or device connected to the same network as your printer.
2. Enter the IP address of the printer in the address field. Your IP address can be found by printing a status sheet.
3. Click Advanced Settings > Administrator login.

4. Enter your password to log in.

   The default password is the printer serial number and can be found on the bottom of the printer or by printing a status sheet.

5. Click Print > Secure Printing.
6. Click Disable > Ok.

Troubleshooting by connection type

1.  
   • If your printer is connected to your computer through a USB or LAN (Ethernet) cable, disconnect and reconnect the cable to your printer.

   • If your printer is connected to your computer through Bluetooth, on your iPad, tap Settings > Bluetooth. Tap the Bluetooth toggle off, then tap to turn it back on.

     Under My Devices, ensure your printer is listed as Connected.

   • On your iPad, go to Settings > Wifi. Tap the Wi-Fi toggle off, then tap to turn it back on.
2. Plug the printer into a power source using the provided cable and leave your printer turned off.
3. If your printer has a Feed button, press and hold it until the printer powers on to perform a hardware self-test. A test receipt with your printer's information will print.

4. Open the Retail POS and tap the Menu icon (☰) > Settings > Hardware. Under Receipt printer, ensure your printer is listed and paired.

   

Factory resetting a printer

Factory resetting your printer restores it to its default settings and clears any custom configurations. You may also need to re-pair the printer with Retail POS.

General steps to factory reset the printer:

1. Turn off the printer.
2. On the back of the printer, use a pen or paperclip to press and hold the Reset button.
3. Continue holding the Reset button, turn the printer back on, and keep holding the Reset button until a Resetting to Factory Default message prints.
4. Release the Reset button.

What's next?