Bluetooth Printer Troubleshooting

This article focuses on solving problems that can occur while using the Star Micronics 650II Bluetooth receipt printer. If you have not yet set up your printer, visit our setup article.

If you are having issues with a Bluetooth Epson TM-m10 / TM-m30 receipt printer, visit our Epson Printer Troubleshooting guide instead.

Table of Contents

Connection & Pairing Issues

Bluetooth printers connect wirelessly to the iPad. This section covers issues that affect that link between the two devices.

My printer will not pair with the iPad.

If you run into an issue pairing the printer with your iPad, follow these steps to troubleshoot.

  1. Open the iPad Settings app and tap 'Bluetooth'
  2. Tap the blue 'i' next to the 'Star Micronics' device.

    If there is no ‘i’, skip to step 5.

  3. Select 'Forget This Device'.
    Click to Enlarge
  4. Tap 'OK' to confirm'.
    Click to Enlarge
  5. Power the printer off, then back on.
  6. Force quit the ShopKeep app.
  7. Follow the steps in our setup guide to pair and set up the printer.

The printer will not print receipts or X/Z reports.

This issue occurs if the printer and iPad cannot communicate with each other or if the printer is not set up properly in ShopKeep.

  1. Open the iPad's Settings app and tap 'Bluetooth'.

    If an Automatic Bluetooth Pairing request appears, tap Pair.

  2. Make sure that 'Bluetooth' is toggled on.
  3. Check the status of the 'Star Micronics' printer.
    • If the printer is Connected, continue to step 4.
    • If the printer is Not Connected, follow the steps here to troubleshoot.
    • If the printer does not have a status, visit our setup article to pair the printer with the iPad.
    Click to Enlarge
  4. Open the ShopKeep Register app.
  5. On the Control Panel, tap ‘Hardware Setup’ and select ‘Printer Setup’.
  6. Toggle on the switch next to ‘Star Micronics’.
    Click to Enlarge
  7. Reprint a receipt or X/Z report.
  8. If the problem persists, follow these steps above to troubleshoot.

The printer will not print kitchen tickets.

Ticket printing is not available for the Bluetooth 650II printer. Instead, use the Epson Ethernet Ticket Printer or the Epson TM-m10 / TM-m30 Bluetooth Printer. Visit this guide to learn about printing kitchen tickets.

The printer's status is "Not Connected" in my iPad's Bluetooth settings.

This problem can occur when the printer or iPad is powered off or if there is interference from other Bluetooth-enabled devices.

  1. If the printer is powered off, turn it back on.

    Printer not turning on? Follow these steps to troubleshoot the issue.

  2. Tap 'Star Micronics' to reconnect the printer.
    Click to Enlarge
  3. Follow the specific steps below that reflect the outcome of step 2.
  • If the printer’s status changes to ‘Connected’:
    1. Open the ShopKeep Register app.
    2. On the Control Panel, tap ‘Hardware Setup’ and select ‘Printer Setup’.
    3. Toggle on the switch next to ‘Star Micronics’.
      Click to Enlarge
  • If the connection is unsuccessful:
    1. Tap ‘OK’ to dismiss the error message.
    2. Follow these steps above to troubleshoot the error.

    Hardware Issues

    This section covers issues related to the printer hardware and assumes your iPad is communicating with the printer but not printing correctly.

    Receipts print out blank.

    The Bluetooth 650II 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 ShopKeep 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 to troubleshoot.

    Receipt text is printing lighter than usual.

    Newer versions of ShopKeep include a fix that ensures receipts print at the correct level of darkness.

    1. Close any open shifts.
    2. Update the ShopKeep app to the latest version.

    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. In ShopKeep, open the Diagnostics Screen.
    2. Tap 'Force Get Updates'.
      Click to Enlarge
    3. Reprint a receipt.
    4. If the issue persists, contact Customer Care.

    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 POWER light and ERROR light are both solid.

    This combination of lights means either the printer’s cover is open or the paper is not loaded correctly. This error may also be accompanied by the message “Cover is open”.

    1. Open the printer’s back cover and remove the paper.
    2. Reload the paper and close the cover.

      The paper must be loaded so it feeds from the bottom of the roll.

    If the problem persists, follow the additional steps below:
    1. Power the printer off.
    2. Open the iPad Settings app and tap 'Bluetooth'.
    3. Toggle 'Bluetooth' off.
    4. Turn the printer back on.
    5. Toggle 'Bluetooth' back on.
    6. Follow these steps above to finish troubleshooting.

    The POWER light is solid, but the ERROR light is flashing.

    In this case, the flashing red light indicates the printer’s paper is either low or it has run out.

    1. Push the lever to open the back cover.
    2. Load a new roll of paper into the printer.

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

    3. Close the cover on the paper.

    The POWER light is off and the ERROR light is flashing.

    Depending on the frequency of the flashing, this indicates one of several different errors.

    1. Flip the power switch to turn the printer off.
    2. Visit page 23 of the printer's manual to diagnose the error.
    3. Follow the manual's steps for resolving that specific issue.

    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.

    I'm having problems with a different Bluetooth printer.

    The ShopKeep Register app is compatible with the Star Micronics 650II and Epson TM-m10 / TM-m30 Bluetooth printers. Other Bluetooth printers are not supported.

    For help troubleshooting an Epson Bluetooth printer, visit our Epson Printer Troubleshooting guide.


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