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Troubleshooting your Epson receipt printer for Windows PC or iPad

Once you have set up your Epson LAN/Ethernet printer, you may run into problems with it down the line. The instructions below will help you troubleshoot your printer to allow you to start printing receipts from your PC or iPad.

When a printer is unable to print it's a good possibility that either the printer is experiencing a hardware or software related issue. Before testing the software it is always recommended that the printer is tested for hardware issues first. 

  • Setup

    • Retail POS for PC
    • Epson TM-T88V
    • Epson TM-T82II (Ethernet)
    • Epson TM-T82II (USB)
    • Notepad

    Steps

    Testing the Hardware

    1. Check that paper is loaded and that there are no paper jams.
    2. Check the cable connections; both power and data/LAN/USB cables going from printer and to your computer.
    3. Ensure that the printer power indication light is on.
    4. Verify that the printer has no flashing lights or Red lights. It is common for printers to have red, or any other flashing lights when the printer is malfunctioning
    5. Attempt to run a self-test on the printer. Running a self-test should print a basic page of information indicating that the printer itself is working. Your users manual should have the instructions for printing a self-test. If your printer does not print a self-test it's a good possibility that there is a defect or misconfiguration with your printer, and you should contact the printer manufacturer here.

    Testing the Software

    1. Install the printer driver for your specific printer model, see Epson's printer driver page for a list of printer drivers. Drivers are required for your printer to properly work with the Windows operating system.
    2. Click Start > Settings > Printers. Within the printer menu ensure that your printer manufacturer and/or model is listed.
    3. Print a test page by right-clicking the icon with the mouse, then click on Properties and click print test page. If the test page does not print download the latest drivers from your printer manufacturer. A listing of printer drivers can be found here.
    4. If the page prints successfully, get back into the printers window, right-click the printer and ensure that there is a tick next to Set as Default. Newer versions of Windows will also show a check next to the printer icon once it has been set as the default printer.
    5. Once the printer is set as default, click Start > Run and type Notepad and press enter. In Notepad, type a test message and click File and Print.
    6. If the printer prints successfully from note pad then try printing a receipt form Retail POS's Sale ledger - If you are still unable to print from Retail POS, it is likely that Google Chrome browser has an issue with printing or something further needs to be tested.

    Additional Information

    If you continue to experience difficulties with your Epson LAN/Ethernet/USB Printer or stuck at following the steps above - contact our Support Team who will be able to help you further.

  • Update the printer IP address

    1. Log in to your Retail POS app on your iPad and click on the 3 line menu icon on the top left-hand corner of your screen.

    2. Tap on Settings -> Hardware.

    3. Tap on the printer that you have already installed.

    4. Tap on the Find button to see if Retail POS is able to find the printer.

    5. When the printer pops up with an IP address, select it and Save.

    6. Try to print another receipt.

    If you are still unable to print a receipt, we recommend that you check that your printer IP address is on the same subnet as your iPad. To do this, follow the steps below:

    Get the printer IP address of the printer

    1. Press and hold the 'push' button on the back of the printer for about 4 seconds. The printer will print out the network settings and you should see the IP address listed at the top.

    2. Get the printer IP address of the iPad

    3. Tap on the home button of the iPad to take you to the screen on the iPad where you see all your Apps.

    4. Tap on Settings -> Wifi -> Tap on the Wifi network you are connected to.

     - Compare the 2 IP addresses and ensure that the 1st 3 sections are the same. Have a look at the example below:

    First three sections are the same (i.e. same subnet):

    First three sections are different (i.e. different subnet):

    Note: There can be exceptions to this for more complicated networks. However, for 90% when there are different subnets, this means that the iPad and the Printer are not on the same network/subnet.

    Additional things to check

    1. If you have confirmed that the Printer and the iPad IP addresses are on a different network/subnet, check that the iPad is connected to the correct network. To do this, head to your network settings on your iPad, and make sure that it is the same as your printer.

    If it is, contact your IT team or the people that set up your network to ensure that the printer and the iPad are on the same network.

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

    3. Ensure that the ethernet cable is plugged in, both on the printer end and on the router end. If it is plugged in, try to plug the ethernet cable into a different ethernet port on the router and check again whether the printer is getting an IP address.

    4. On the receipt print out, please ensure that DHCP is ENABLED. If it is DISABLED and is not what you intended, follow the instructions in this help article on enabling DHCP.

    5. On the receipt print out, please also ensure that APIPAis set the ENABLED. If not, follow this help article on enabling DHCP.

    6. Double-tap the Home button to open the app switcher (on newer models swipe up towards the centre of the screen). Scroll through your recently used apps by swiping left or right. Press and hold the app window, then swipe up to close the app. Close all apps except Retail POS.

    7. If the issue still persists, Go to the iPad settings, select General, scroll down and tap Reset. Select Reset Network Settings and enter the password. Please have your WiFi network password handy to connect the iPad to the WiFi after reset.

     8. Check to see if there is an update available for the Retail POS App. Follow this help article to update the Retail POS iPad app.

     If you continue to experience difficulties with your Epson LAN/Ethernet Printer on your iPad, contact our Support Team who will be able to help you further.

       

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