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 the 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’ to see which network the iPad is connected to.
      • If the iPad is NOT connected to the correct 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 reopen the ShopKeep Register app.
    4. Try using a different ethernet cable and router port.
      • 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.
    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.

    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.
    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.

    "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 here to troubleshoot the printer’s connection to the register.

    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.
      • Switch the printer 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 the iPad.

    1. In ShopKeep, open the 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.

    If the printer does not print, follow the additional steps below:
    1. Check if the printer is receiving an IP address, then repeat steps 1 - 4 above.
    2. 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. 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.

    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.

    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.

    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 and reopen the ShopKeep Register app.
    2. Print a kitchen ticket.
    3. If the problem persists, update the ShopKeep app.

    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 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 can mean there is a paper jam, the printer has run out of paper, or the printer is going to run out of paper soon.

    1. Turn the printer off.
    2. Push the lever to open the back cover.
    3. If there is a paper jam, remove the paper causing the jam.
    4. Load a roll of paper into the printer.

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

    5. Close the cover on the 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.

    Miscellaneous Issues

    This section covers miscellaneous issues unrelated to the sections above.

    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.

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