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Ticket Printer Troubleshooting

This guide focuses on problems that could arise after setting up the SP700 Ticket Printer. If you haven’t yet set up your ticket printer, check out our Ticket Printing Setup article.

Table of Contents

Networking Issues

This section covers how to solve problems related to how your printer, network, and iPad communicate.

My printer is set up, but the Printer Setup screen says it’s "Not Connected".

Your iPad may no longer be connected to the right WiFi network. Open the Settings app on your iPad, tap Wi-Fi, and make sure it’s connected to the same network as your printer.

Click to Enlarge

If your iPad frequently switches to an incorrect Wi-Fi network, visit our iPad Settings Troubleshooting guide for help.

ShopKeep displays a "Printer Failure" error and both of the printer’s lights are flashing.

The printer is either physically disconnected from your router or unable to obtain an IP address.

  1. Switch the printer's power off.
  2. Count to 5.
  3. Turn the printer back on.

    If both lights continue to flash, check that the printer is plugged into the router.

  • If the printer is unplugged from the router: power it off, plug it back into the router, and turn it back on.
  • If the printer is plugged in from the router: follow along below to check if it is receiving an IP address from your router.
  • How do I know if my printer is on the network and receiving an IP address?

    1. Flip the power switch to turn off the printer.
    2. Power the printer back on while holding the FEED button.
    3. Release the FEED button once you hear the printer beep and begin to print.
    4. Two sheets of paper will print. At the bottom of the second, look for 'Current IP Parameters Status'.

      The printout will display your printer’s IP Address with some other networking information. If the address in this section is all 0’s, continue reading below.

    My printer is not receiving an IP address from the router.

    Here are some steps you can take to troubleshoot the connection between your printer and router:

    1. Power the printer off, wait a few moments, and power it back on.
    2. Verify the printer is physically connected to your router.
    3. Plug the printer into a different available port on your router.
    4. Try using a different ethernet cable to connect the printer.
    5. As a last resort, have someone familiar with your network reboot the router.

    Hardware Issues

    This section covers problems that could arise with the printer itself, not related to how it connects to your network and iPad.

    Tickets are not printing and the printer’s ERROR light is flashing red.

    A red light blinking at an interval of about once per second indicates your printer has run out of paper. Load a new roll of paper to get back up and running. Purchase more from ShopKeep Store!

    The printer is functioning normally, but the red ERROR light keeps blinking.

    When the red light begins blinking once every two seconds, seemingly for no reason, the printer is telling you that it is low on paper. No need to replace the roll right away but realize it will need to be changed soon.

    Tickets are not printing, the printer’s ERROR light is lit, and the POWER light is solid/flashing.

    The printer is telling you that one of its two covers are open. Close them to resume normal operation.

    If there are no open covers, open and close both the front and back cover to reset this warning.

    My printer is low on ink. Where can I purchase more?

    Purchase new printer ink ribbons directly from the ShopKeep Store.

    All of my kitchen tickets are printing in red ink.

    If all of your tickets are printing in red ink, follow the steps below to resolve the issue.

    1. Turn the printer off.
    2. Force quit the ShopKeep app.
    3. Turn the printer back on and open ShopKeep.
    4. Follow the setup guide to make sure the printer is connected properly.
    5. Try to print a kitchen ticket.

    All of my kitchen tickets are printing twice.

    If your printer is printing duplicate kitchen tickets, follow the steps below to resolve the issue.

    1. Force quit ShopKeep, then re-open the ShopKeep app.
    2. Try to print a kitchen ticket.
    3. If the problem persists, update to the latest version of ShopKeep.

    Other Issues

    Here you’ll find miscellaneous ticket printing issues not related to networking or hardware.

    Tickets print for some items, but not for others. There are no errors displayed in ShopKeep or the printer.

    Get Updates in ShopKeep and ring the items through again.

    If you successfully Get Updates and still see the same behavior, the items are most likely not assigned to the ticket printer. Visit BackOffice, assign the items to your printer, and Get Updates, again, on your iPad.