If your printer isn't working as expected, start with basic troubleshooting steps or follow steps for specific issues outlined below.

Basic printer troubleshooting checklist

These general steps can help you resolve common printing issues and gather key details for further troubleshooting.

Restart your devices

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

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 flashing or red lights. Blinking or red 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 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.
  • 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 cable connections running from the printer and 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 any potentially faulty connectors like dongles, extenders, switches, or wall ports.
• 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.

Prepare for additional troubleshooting

• Print a test page to get the printer's IP address, MAC address, and diagnostics.

Printing a test page

Follow these general steps to print a test page. You may need to consult your hardware model's manual for specific instructions.

1. Turn the printer off.
2. Hold down the feed button.
3. Turn the power on while continuing to hold the feed button.
4. Wait for the device to start printing, then release the feed button.

The test page should show the printer's current IP address and MAC address (hardware address). Keep this information, as you may need it for further troubleshooting.

You can also 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.

Troubleshooting an 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 test page 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 says 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 the information icon next to the printer > Forget This Device. 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.

      

Troubleshooting blank or low quality printing

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 bran or consult your printer's manual for instructions on increasing print density. Note that increasing print density will increase heat or ink use, potentially shortening the life of the printhead.

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 test page.
3. Click Advanced Settings > Administrator login.

4. Enter your password to log in.

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

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 on the Bluetooth toggle to turn it off and tap to turn it on.

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

   • On your iPad, go to Settings > Wifi. Tap on the toggle to turn it off and 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 the button 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 will restore the printer to its default settings and will clear 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. Continue holding and turn the printer back on.
3. Keep holding until a "Resetting to Factory Default" message prints, then release the Reset button.