Bluetooth Printer Troubleshooting

This article focuses on solving problems that can occur after setting up the 650II Bluetooth Printer. If you have not yet set up your printer, check out our setup article.

If you’re using the Epson TM-m10 / TM-m30 visit our Epson Printer Troubleshooting guide instead.

Table of Contents

Connection & Pairing Issues

Bluetooth printers connect wirelessly to the iPad. This section focuses on that connection and the link between devices.

My printer will not pair with the iPad.

Follow these steps to troubleshoot the pairing process.

  1. In the Settings app, tap 'Bluetooth' and look for 'Star Micronics' listed as a device.
  2. If Star Micronics appears, tap the blue "i" and select 'Forget This Device'.
  3. Turn the printer off, then back on.
  4. Force quit the ShopKeep app.
  5. Follow the steps in our setup guide to pair and set up the printer.

I paired the printer with the iPad, but nothing happens when I print receipts.

The iPad and Printer may have disconnected.

  1. Open the iPad’s Settings app and tap 'Bluetooth'.
  2. Check if 'Star Micronics' is listed as a connected device.
  3. If the printer is not connected, pair it with the iPad.
  4. Check printer setup in ShopKeep to see if the printer is switched ON.

The printer is paired and working, but won’t print Kitchen Tickets.

Kitchen Ticket printing is not available for the Bluetooth 650II printer, instead use the SP700 Ethernet Printer or the Epson TM-m10 / TM-m30 Bluetooth Printer.

Follow this guide to learn more about printing kitchen tickets.

My iPad isn’t connected to the printer and it says "Not Connected" in the Bluetooth Settings.

The 650II must be in Pairing Mode to connect to the iPad. Here’s how to re-connect:

  1. On the back of the printer, hold the red PAIR button for 8 ~ 12 seconds.

    The light on the back will blink and stay in pairing mode for 60 seconds.

  2. On the iPad, visit 'Settings' then 'Bluetooth'.
  3. Tap 'Star Micronics' under My Devices.

    If you see an automatic Bluetooth Pairing Request, tap Pair.

  4. Once connected, open the ShopKeep register app.
  5. On the Control Panel, tap 'Hardware Setup', then 'Printer Setup', and tap the switch next to 'Star Micronics' to turn it on.

My X and Z reports won't print but my printer appears to be connected.

If you’re seeing a solid green light on the front of your printer, but you’re reports still won’t print, let’s run through a few steps to double check the printer’s connection.

  1. First, make sure your ShopKeep app is up to date and that your iPad is on the latest iOS software version.

    If you need to find out how to check your software and app versions, visit our Best Practices for ShopKeep Apps article.

    To learn about updating your iOS software, check out our Updating iOS support article.

    To update your ShopKeep app, follow the steps here.

  2. Double check that your printer is loaded correctly with thermal paper.

    The receipt paper should be feeding from the bottom of the roll.

  3. Forget the Device in the iPad's Bluetooth Settings.
  4. Power off the printer.
  5. Toggle the Bluetooth switch in the Bluetooth Settings off and back on.
  6. Turn the printer back on and hold down the PAIR button (on the back of the printer).
  7. Once the "Star Micronics" device reappears in the Bluetooth Settings, tap the name of it to connect it.

    The device should be listed as connected.

  8. If the printer is listed as connected in the iPad's Bluetooth Settings, check the connection in ShopKeep.
  9. From the Control Panel, tap 'Hardware Setup'.
  10. Tap 'Printer Setup'.
  11. Under Receipt Printers, toggle the switch next to the printer's name to the ON position.
  12. Tap 'Test Print' to confirm that the printer is ready and working.
  13. If the printer prints a test receipt, proceed with printing your X and Z Reports.

Hardware Issues

Here you can find issues specific to the printer hardware. This assumes your iPad is communicating with the printer, but still 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. Flip the roll of paper over and close the cover on the paper.
  3. Try re-printing a receipt.
  4. If receipts are still blank, it is likely you are not using thermal paper.

    Visit the ShopKeep Store to purchase thermal paper for the printer.

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.

    Visit this support article if you need help closing a shift.

  2. Update the ShopKeep app to the latest version.

    Visit our Introduction to the iPad article if you need help updating ShopKeep.

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. Close the printer’s cover and power the printer off.
  2. In the iPad Settings app, turn off Bluetooth and turn the printer back on.
  3. Hold down the PAIR button on the back of the printer for 10 seconds.
  4. Turn Bluetooth back on and tap 'Star Micronics' to pair.

    If you see an Automatic Bluetooth Pairing request, tap Pair.

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 has run out. Open the printer’s back cover and load a new roll.

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.

    Click here to view the Star Micronics Bluetooth Receipt Printer manual.

  3. Follow the manual's steps for resolving that specific issue.

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