Ethernet Printer Troubleshooting

Here we’ll help you diagnose and solve common issues you may experience while using our Star Micronics ethernet receipt printer. If you are setting up your printer for the first time, visit our setup guide.

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

  • Epson Receipt Printer Troubleshooting
  • Ticket Printer Troubleshooting
  • Table of Contents

    Networking Issues

    This section focuses on issues related to the network connections between your 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 switched on.

      Visit our Ethernet Receipt 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.
    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.
      • Unplug the ethernet cable from the printer and router. Then, connect a new cable.
      • Flip the printer’s power switch to turn it off, 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.

    My printer disconnects intermittently from the register.

    If your printer disconnects several times a day, there may be issues with your network or iPad settings.

    1. If the printer will not reconnect, follow these steps to troubleshoot its connection.
    2. Make sure your network complies with all of our best practices.

      Click here to visit the Best Practices for Network Setup article.

    3. Forget unused Wi-Fi networks and enable 'Ask to Join Networks'.
      • Follow these steps to forget all networks other than the one the iPad should be connected to.
      • Visit this support article to learn how to enable the ‘Ask to Join Networks’ setting.

    The READY light is blinking blue/green.

    The printer is either no longer connected to the network or is not receiving an IP address from the router.

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

    1. Power cycle the printer.

      Switch the printer OFF, count to 10, and turn the printer back on.

    2. Disconnect and reconnect the printer.
      • Switch the printer off and unplug its ethernet cable from the printer and router.
      • Plug the ethernet cable back into the printer and router and turn the printer on.
    3. Try using a different ethernet cable.
      • Unplug the ethernet cable from the printer and router. Then, connect a new cable.
      • Flip the printer’s power switch to turn it off, wait 10 seconds, and turn the printer back on.
    4. 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.

    The READY light is solid blue/green light, but the printer is not working.

    A brief interruption in your Wi-Fi network may have disconnected the printer from your iPad.

    1. Open the register Control Panel and tap 'Hardware Setup'.
    2. Select 'Printer Setup'.
    3. Tap the switch next to the name of your printer to toggle it on (GREEN).

      If you don’t see your printer listed, follow these steps to troubleshoot its connection.

    4. Press the test print button to check the connection.

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

    5. If the printer does not print, check if it receiving an IP address and repeat steps 1 - 4.
    6. If the printer still does not print, follow the steps below:
      • 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.

    Is my printer receiving an IP address?

    Print a diagnostic receipt from the printer to see its network configuration and current IP address.

    1. Flip the printer’s power switch to turn it off
    2. Press and hold the FEED button.
    3. While holding FEED, turn the printer back on.
    4. Once a receipt begins to print, release the FEED button.

      A second receipt containing the printer’s IP Address will automatically print.

    "No Host Connection"

    If a No Host Connection slip prints, it means the printer is not connected to the network or is not receiving an IP address from the router.

    1. Follow these steps to troubleshoot this issue.

    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 TSP100 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 reprinting 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.

    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 like 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 ERROR light is solid red and the READY light is solid blue/green.

    Either the printer’s cover is open or the paper roll is loaded incorrectly.

    1. Push the lever to open the back cover.
    2. Remove the roll and reload it with the end of the roll feeding up from the bottom.
    3. Close the cover on the paper.

    The ERROR light is blinking red and the READY light is off.

    This means the printer has run out of paper or is going to run out soon.

    1. Follow the instructions above to load a fresh roll.

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

    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.


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