Printer Not Working

Note: if you have a Bluetooth printer please reference this article.

Most likely root cause: Printer or iPad are on a different network

If the cash drawer isn’t working it’s because the printer is not communicating properly with the cash drawer or POS. If the wire that connects the printer to the cash drawer is secure, you need to check if the printer is properly configured in the POS.

Please note that if the router was reset or factory restored then the printer (maybe) and terminal (most likely) may need to be reconfigured.

Solution: Please follow each of the troubleshooting steps below until the issue is solved.  After you complete each step please try a test transaction to check if the problem is resolved.

1. Make sure that the right station is open.

  • You need to make sure that you have opened the correct POS station. This is the most common issue that merchants encounter. You can check what POS station you've opened by looking at the top of the home screen.

  • If you're on a station other than the one that you usually open, please close the station and open the correct one. If you open the wrong station your hardware won't work.

2. Check your internet connection

  • Is there internet in your store? If the whole system is down contact your internet provider.
  • Is you iPad connected to the correct network and is there a connection? It is very important that your iPad did not connect to an alternate network. Further, you may be connected to the internet but there may be no connection, please go to https://www.speedtest.net/ to do an internet speed test. If the speed is 0 it means that there is no connection.

3. Double check the connections.

  • Check to see that the ethernet cable is plugged into the printer correctly, make sure that this ethernet cable is also plugged into the router correctly. Lastly, make sure that your router is on and has an internet connection.
  • Make sure that the cash drawer is plugged into the printer correctly. 
  • If you use an mPOP, mc3-Print or another bluetooth printer, check to see if your printer is connected to the iPad via bluetooth. 

4. Unsure what network your printer and/or iPad should be on?

Step 1: If you have a TCP/IP printer (a printer that is connected via an ethernet cable) please follow the instructions below.

  1. Turn off the printer
  2. Press and hold the feed button
  3. Turn on the printer
  4. Release the feed button
  5. One or two sheets will be printed out. The IP address will be shown on one of the pages. Circle it, it will be used later on.

If you have an mPOP or any other bluetooth printer please double check to make sure that it’s properly paired with your iPad (as described above in section 2). Sometimes your iPad can accidentally pair to neighbouring devices so please double check. If it’s set up, still head over to the next step.

Step 2: Configuring the printer in the app.

a) Open the NōwnPOS app and click on the setup tab.

b) Then click on the Stations section. This will show you a list of stations at the top of the page. Hold the cursor over any part of the a that shows station information.  A pencil icon will appear to the right of the screen, click on the icon.

c) Once the Edit Station screen appears you’ll be able to add a Bluetooth or Ethernet printer, if not added already,

To add a bluetooth printer click on Scan for Printers, under the Bluetooth Printer

To add an Ethernet Printer please enter an IP address and a port number then press Add Printer.

d) Please make sure that the port number is 9100. If your printer is showing the same IP address as the print out you create above, or the bluetooth printer is already connected, proceed to the next step.  

The only exception to this is if you have a FIIT - Nōwn integration and are using a TSP 650II WEBPRINT printer. In that case your port number is 80. If you don't understand what that means then it likely does not apply to you.

e) If the bluetooth printer is not added it please add it. If the IP address for the ethernet printer is wrong please input the IP address found on the print out.

Step 3: Confirming the iPad Wifi.

  • Open the settings of your iPad and click on wifi. Click on the”i” with a small blue circle around it that is located beside the network you’re connected to view more information about the network.

  • Check to see if the IP address before the last period matches up with the IP of the printer. Example: 192.168.1.153 vs 192.168.1.25 and 10.0.1.2 vs 10.0.1.4. If not, this means that you are not on the right wifi network. If you don’t know the name of your wifi or your wifi is not set up, please refer to your router instructions or contact your internet service provider. 
  • To fix this issue make sure that the printer is connected via ethernet to the same router that the iPad is connected to.

Advanced Troubleshooting

If you followed all the steps above and the printer still isn’t working please follow the steps here.

Step 1 - Print out a copy of the printers feed by following the steps below.

  1. Turn off the printer
  2. Press and hold the feed button
  3. Turn on the printer
  4. Release the feed button
  5. One or two sheets will be printed out. The IP address will be shown on one of the pages. Circle it, it will be used later on.

Step 2 - On the printed out feed look to see if the "91 multi sessionis enabled or disabled.

  • If disabled go to step 3. 
  • If its enabled factory reset the printer and then follow the steps here in order to add the new IP address.

Step 3  - Access the following URL and follow the steps from page 1-6. 

http://www.starmicronics.com/absolutefm/absolutefm/attachments/176/1204a_starmicronics_ifbdhe0708_enablingmultisession.pdf

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