USB receipt printer troubleshooting - Dutchie POS

This article is for receipt printers connected via WebUSB. For receipt printers connected via PrintNode, see this article.

Printing random characters (Star TSP100 printers)

Dutchie is actively working with the manufacturer to determine the root cause of this issue affecting Star TSP100-series printers. If you experience this issue, please contact Dutchie Support and provide the following details:

  • Printer model - the TSP100 series includes several sub-models. You can find your exact model number on a label on the bottom of the printer and/or send us a photo of the bottom label.
  • Register device type - what kind of computer or tablet is the printer connected to? E.g., Microsoft Surface tablet, Windows computer, Mac, Elo Terminal, etc. 
  • Connection method - is the printer connected via WebUSB or via PrintNode?
    • If connected via PrinNode, in the Backoffice, go to Settings > Devices > Printers, select the problem printer from the list, and tell us which Type setting the printer uses (Star graphic or Star print).
      bo_settings_devices_printers_receipt printer type.png
    • This does not apply for WebUSB printers.
  • Photos of printed receipts or videos of what happens when you print a receipt may also be helpful.

Trying a different Type setting for PrintNode printers or removing QR codes or logos from receipt settings may temporarily resolve the issue while we work toward addressing the root cause.

Receipts not printing

  1. From the left side menu, select Settings
  2. Select Receipt Printer.
  3. Make sure the correct receipt printer is selected. If your printer does not appear, select Refresh.
    reg_settings_receipt printer_refresh.png
  4. If the receipt printer still won't connect, disconnect the USB cable connecting the printer to the Register at both ends, then reconnect and repeat the above steps.

Paper jams and paper feed issues

  1. Check that the printer has paper and it is loaded properly. The paper feeds underneath the roll, not over the top. An illustration on the underside of the paper bay cover shows the correct roll orientation.
  2. Inspect the paper feed port for debris or blocking objects.
  3. Hold the feed button for 3 seconds to confirm the paper feeder is functioning.

Cover won't open

When the paper bay cover won't open using the lever, restart the printer by holding down the power button for 3 seconds.

Print jobs get stuck in queue (Star printers connected to Windows devices)

Some versions of the Star receipt printer drivers have a default setting that causes print jobs to get stuck in the queue and prevent further printing until the queue is cleared.

Clear jobs stuck in the queue after the first print

  1. On the local computer, navigate to System Settings > Printers & Scanners.
  2. Locate the Star Printer on the list of printers > manage.
  3. Open Print Queue. 
  4. Click the three dots. 
  5. Click Cancel All.
  6. Power cycle the receipt printer.

Enable driver setting to prevent stuck jobs

  1. On the local computer, navigate to System Settings > Printers & Scanners.
  2. Locate the Star Printer on the list of printers > manage.
  3. Go to Printer Properties.
  4. Navigate to “Star / Help” tab, and choose Configure Port.
  5. Enable the setting “Not monitor print end by each printer job” > ok.
  6. Run another test print.
  7. Repeat a test print to ensure the jobs are not getting stuck.

Bi-Directional Support Fix

  1. Open Print Management by pressing the Windows key + R, then type printmanagement.msc and hit the enter key.
  2. Right-click on the printer, and select Properties.
  3. Select the Ports tab.
  4. Uncheck Enable bidirectional support.

What's next?

 

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