Epson Printer Troubleshooting

Here we’ll look at some troubleshooting tips for common issues that can occur when using our collection of Epson TM-m10 / TM-m30 receipt printers.

Having problems with a Star receipt printer or a ticket printer? Visit one of the guides below instead:

  • Star Ethernet Printer Troubleshooting
  • Star Bluetooth Printer Troubleshooting
  • Ticket Printer Troubleshooting
  • Table of Contents

    Bluetooth Pairing Issues

    Bluetooth printers connect wirelessly to the iPad. This section focuses on Bluetooth connection issues between the Epson TM-m10 / TM-m30 Bluetooth Printer and your register.

    My printer will not pair with the iPad.

    If your printer has trouble pairing with the iPad, follow these steps to troubleshoot the pairing process.

    1. In the iPad's Settings app, tap 'Bluetooth' and look for 'TM-m10' or 'TM-m30' listed as a device.
    2. If the printer is listed, tap the blue 'i' and select 'Forget This Device'.

      Don’t see the printer? Skip to the next step.

    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.

    My printer is paired with the iPad, but it is not printing.

    This problem can occur if the printer disconnects from the iPad or if it is not switched on in Printer Setup.

    1. In the iPad's Settings app, tap 'Bluetooth'.
    2. Check if 'TM-m10' or 'TM-m30' is listed as a connected device.
    3. If the printer is not connected, pair it with the iPad.

      If the printer is already connected, skip to the next step.

    4. In the ShopKeep app, check the Printer Setup screen to make sure the printer is switched ON.

    Networking Issues

    This section focuses on issues related to the network connection between your Epson TM-m10 / TM-m30 Ethernet Printer, router, and iPad.

    My printer is not listed in Printer Setup.

    There are a few reasons why this problem can occur. The printer may be disconnected, the iPad might have connected to the wrong network, or there could be a hardware issue.

    Follow the steps below to troubleshoot this issue. After each step, check if the problem is resolved.

    1. Check that the printer is connected to power, plugged into your router, and turned on.

      Visit our Epson TM-m10 / TM-m30 Ethernet Printer Setup article for help completing this step.

    2. Make sure the iPad is connected to the Wi-Fi network for the router the printer is plugged into.
      • Open the Settings app and tap ‘Wi-Fi’.
      • If the iPad is NOT connected to the right network, tap the name of the network to connect. Then, follow these steps to forget all other networks.
      • If using a dual band router, try connecting the iPad to each of the router’s Wi-Fi networks.
    3. Force quit and re-open the ShopKeep register app.

      Visit our iPad Troubleshooting guide to learn how to force quit ShopKeep.

    4. Try using a different ethernet cable and router port.
      • Unplug the ethernet cable from the printer and router. Then, connect a new cable.
      • Turn off the printer, wait 10 seconds, and turn the printer back on.
    5. Restart your router.
      • Unplug the router from power, wait about 10 seconds, and plug it back in.
      • Once your router is back online, turn the printer off, wait about 10 seconds, and turn it back on.
    6. If the printer is connected to an extender or switch, try plugging it directly into your router.
      • Turn off the printer and unplug its ethernet cable from the extender or switch.
      • Plug the ethernet cable directly into the router, then power the printer back on.

    Hardware Issues

    Here you can find issues specific to the hardware of the Epson TM-m10 / TM-m30 Bluetooth and Ethernet Printers. This assumes your iPad is communicating with the printer but still not printing correctly.

    The orange ! light is solid or flashing.

    If the printer’s orange exclamation light is lit, it usually means there is a paper jam or the cover is open.

    1. Open the printer's cover and make sure the paper is not jammed.
    2. Close the printer's cover.
    3. Turn the printer off, then back on.
    4. If the light remains on, factory reset the printer.

    The orange paper light is solid.

    When the paper LED is lit, it means the printer is either out of paper or the paper is not loaded properly.

    1. Open the printer's cover.
    2. Remove the roll and load it so it feeds up from the bottom of the roll.

      If there is no paper left, load a new roll.

    3. Close the cover on the paper.
    4. If the light does not turn off, power the printer off and on and wait for a solid blue status light.

    Receipts print out blank.

    The TM-m10 and TM-m30 are thermal printers that require special thermal receipt paper. If you loaded regular paper, receipts will print out blank.

    1. Open the printer's cover.
    2. Check to see if you are using thermal receipt paper.

      Thermal paper is shinier on one side and turns black when scratched.

    3. Make sure the paper is installed correctly.

      Thermal paper only prints on one side, so load the paper so it feeds up from the bottom of the roll.

    4. If the problem persists, follow the additional troubleshooting steps here.

    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. Sign into ShopKeep as a manager.
    2. Open the Diagnostics Screen.
    3. Tap 'Force Get Updates'.
      Click to Enlarge
    4. Reprint a receipt.
    5. If the issue persists, contact Customer Care.

    Duplicate kitchen tickets are printing for orders.

    If tickets print multiple times for a single order, follow the steps below to resolve the issue.

    1. Force quit the ShopKeep app.
    2. Reopen ShopKeep.
    3. Print a kitchen ticket.
    4. If the problem persists, update to the latest version of ShopKeep.

    None of the printer's lights are on.

    If the printer does not turn on after plugging the power cable into an outlet, it is most likely not receiving power. After each step below, check to see if the problem is resolved.

    1. Unplug the adapter cable from the wall adapter, then plug it back in.
    2. Unplug the adapter cable from the printer, then plug it back in.
    3. Unplug the power cable from its power outlet, then plug it into a different power outlet.

      Make sure to use a known working outlet.

    Miscellaneous Issues

    This last part covers miscellaneous issues unrelated to the sections above.

    "No Receipt Printer"

    This error appears when you try to print or reprint a receipt, but the printer was never set up properly or it disconnected from the register.

    1. Tap ‘Open’ to open printer setup.
      Click to Enlarge
    2. Follow the specific steps below that reflect whether your receipt printer is listed in Printer Setup.
  • If the receipt printer does appear in Printer Setup:
    1. Toggle the printer on and tap ‘Done’.
      Click to Enlarge
  • If the receipt printer does not appear in Printer Setup:
    1. Tap ‘Done’.
      Click to Enlarge
    2. Follow the steps below for your specific model printer to troubleshoot its connection to the register.

    "Printer Failure. Could not connect to..."

    This error message appears on the ShopKeep Register app when there is a problem communicating with the printer. Follow the steps below to resolve this issue.

    1. Force quit the ShopKeep Register app.
    2. Power cycle the printer.

      Turn the printer off, count to 10, and turn the printer back on.

    3. Reopen the ShopKeep Register app.
    4. On the Control Panel, tap 'Hardware Setup'.
    5. Select 'Printer Setup'.
    6. Tap the 'Test Print' button to check the printer's connection.

      If successful, this prints a slip of paper with the printer’s name and other information.

    7. If the error persists, follow the additional steps below:

    Suggested tips do not print on my receipts.

    This issue occurs if the BackOffice suggested tips setting is not enabled, the register needs to sync with BackOffice, or the ShopKeep Register app is out of date.

    Note: This feature is only available on the ShopKeep Register for iOS.

    1. In BackOffice, visit paper receipt settings.
    2. Check the ‘Display tip suggestions on paper receipts’ box.
      Click to Enlarge
    3. Customize each tip’s value and type (‘Amount’ or ‘Percent’).
    4. Click ‘Save’.
      Click to Enlarge
    5. On the register, open the Control Panel and tap ‘Get Updates’.
    6. If the problem persists, update the ShopKeep Register app.

    The printer prints receipts but not kitchen tickets.

    This problem normally occurs if you skip part of the ticket printing setup process.

    1. Make sure you have followed the steps below to set up ticket printing.
    2. In the ShopKeep register app, check that the ticket printing switch is turned ON.
      • Open the Control Panel, tap ‘Hardware Setup’, and select ‘Printer Setup’.
      • Under ‘Ticket Printers’, make sure the switch next to the printer is toggled ON.
      Click to Enlarge

    How do I reset my printer to factory settings?

    If you are still having trouble with the printer, try resetting it and repeating the setup steps.

    1. Turn the printer off.
    2. Press the 'SW' button on the bottom of the printer.
    3. While continuing to hold the 'SW' button, power on the printer
    4. Release the 'SW' button when the printer begins to print.
    5. Wait for a solid blue status light to appear on the front of the printer.
    6. Click the link for your printer and follow the steps to reconfigure.

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