TSP100 receipt printer troubleshooting for iPad

Use this guide to troubleshoot and resolve problems you may experience with Star TSP100 Ethernet receipt printers used with iPads and the Dutchie Register iPad app.  

For receipt printers connected to a Windows computer, Surface tablet, or Mac computer via WebUSB, refer to this article. 

For receipt printers connected via PrintNode, refer to this article.

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Use this guide to troubleshoot and resolve problems you may experience with the Star TSP100 Ethernet receipt printers.

Not printing receipts

The READY and ERROR lights on the front of your printer turn on or flash in different patterns to tell you about the printer's status and potential problems that can affect printing:

tsp100iii_ready_on.jpg If the READY light is on, the printer is working normally. Troubleshoot the iPad instead.

tsp100iii_ready_flash_pause.gif If the READY light flashes twice then pauses, troubleshoot the physical connections.

tsp100iii_ready_flash_constant.gif If the READY light flashes quickly without pausing, troubleshoot the network configuration.

 

For all other light patterns, use the LED Display guide to diagnose the problem and learn how to resolve it.

Troubleshoot the physical connections

  1. Make sure the Ethernet cable is securely connected to the 100/10 BASE port on the back of the printer.
  2. Make sure the Ethernet cable is also securely connected to your router, network switch, or wall-mounted Ethernet jack.
  3. Check the full length of the Ethernet cable for signs of wear or damage, or try using a different cable. 

Troubleshoot the network configuration

  1. Flip the switch on the side of the printer to turn it off.
  2. Press and hold the FEED button.
  3. While continuing to hold FEED, turn the printer back on.
  4. Continue to hold FEED until a Network Configuration sheet prints.

If the READY light changes to solid blue, make sure the printer is set to a static IP address, then reconnect the printer in the Register app settings. If the problem persists, troubleshoot the iPad. 

If the READY light keeps flashing, a NO HOST CONNECTION sheet prints, or the Network Configuration sheet shows IP Address: 0.0.0.0 (Didn't obtain), perform a factory reset.

didn_t_obtain.jpg

Perform a factory reset

  1. Flip the switch on the side of the printer to turn it off.
  2. Open the cover.
    open_receipt_printer_cover.jpg
  3. While pressing and holding the FEED button, turn the printer back on and wait for the READY and ERROR lights to start flashing blue and red before releasing FEED.
  4. Close the cover. The READY light should now be solid blue.
  5. Turn the printer off and then on again.
  6. Once again, turn the printer off.
  7. While pressing and holding the FEED button, turn the printer back on and wait for a Network Configuration sheet to print. The printer's parameters have now been reset.
    • If the Network Configuration sheet now shows an IP address with (DHCP) as shown below, set the printer to a static IP address, then reconnect it in the Register app settings. If the problem persists, troubleshoot the iPad.
      tsp100_network_config_dhcp.jpg
       
    • If the READY light keeps flashing, a NO HOST CONNECTION sheet prints, or the Network Configuration sheet shows IP Address: 0.0.0.0 (Didn't obtain), reboot your router and/or network switch (this will temporarily disrupt your connection to the internet and any other receipt printers or label printers on your network), or contact an IT professional for further assistance.

Troubleshoot the iPad

First, find your printer's IP address by printing a Network Configuration sheet:

  1. Flip the switch on the side of the printer to turn it off.
  2. Press and hold the FEED button.
  3. While continuing to hold FEED, turn the printer back on.
  4. Continue to hold FEED until a Network Configuration sheet prints.
  5. Note the printer's IP Address under Current IP Parameters Status.
    tsp100_network_config_static.jpg

The next steps depend on whether your iPad connects to your network over a wired Ethernet connection or over Wi-Fi: 

Wired (Ethernet) Connection

  1. From your iPad's home screen, select Settings.
  2. Confirm that WiFi is turned off.
  3. Select Ethernet.
  4. Tap Apple USB Ethernet Adapter.
  5. Note the IP Address.
    ethernet_ip.jpg
  6. Confirm your iPad and printer are on the same network.

Wireless (Wi-Fi) Connection

  1. From your iPad's home screen, select Settings.
  2. Select WiFi. Confirm that the iPad is connected to the correct Wi-Fi network for your store and not, for example, a neighboring business's Wi-Fi network or a public network.
  3. Tap the info icon next to your Wi-Fi network's name.
  4. Make sure Auto-Join is turned on, and note the IP Address.
    wifi_ip.jpg
  5. Confirm your iPad and printer are on the same network.

Confirm your iPad and printer are on the same network

To confirm whether your iPad and printer are on the same network, compare the first three sets of numbers in the IP addresses. The last set of numbers should be different for each device.

  • In this example, the printer's IP address is 10.1.12.59, and the iPad's IP address is 10.1.12.225, which means they are on the same network. Connect the printer in the Register app settings.ips_match.jpg
  • In this example, the printer's IP address is 10.1.12.59, and the iPad's IP address is 10.1.20.63, which means they are not on the same network.ips_dont_match.jpg

If your printer and iPad are not on the same network, reset your iPad's network settings. This deletes all remembered Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before, so be sure you know your passwords before proceeding:

  1. From the iPad Settings, tap General > Reset > Reset Network Settings. The iPad restarts.
  2. After the restart, tap Settings > Wi-Fi, select the appropriate Wi-Fi network from the list, and re-enter the password.
  3. Check the iPad's IP address again.
    • If the iPad and printer are still not on the same network, reboot your router and/or network switch (this will temporarily disrupt your connection to the internet and any other receipt printers or label printers on your network), or contact an IT professional for further assistance.
    • If the iPad and printer are now connected to the same network, connect the printer in the Register app settings. 

Connect the printer in the Register app settings 

  1. In the Register, select Settings.
  2. Select Receipt printer, Fulfillment ticket printer, or Z report printer
    reg_settings_receipt fulfillment z report printers.png
  3. Select TSP143 (this may show up differently depending on your exact model). If you have more than one Ethernet receipt printer connected to your network, you can identify them based on their MAC addresses:
    ipadreg_select receipt printer_mac address.png
  4. To identify a printer's MAC address:
    1. Turn the printer off.
    2. While pressing and holding the paper feed button, turn the printer back on. Continue holding the feed button for several seconds until the printer prints a Network Configuration sheet.
    3. Note the MAC Addr (Printer), which corresponds to the MAC address shown in the app settings.
      mcPrint-3 diagnostic sheet w MAC address.png
  5. Select the printer you want to connect to and tap Print to test the connection. 

Frequent disconnections

If your Register frequently loses connection with your printer, try each of the following:

Update your firmware

Download the TSP100III Utility and update the firmware. If you already downloaded the Utility, check for updates.

Turn on Ask to Join Networks

By default, your iPad will automatically change Wi-Fi networks if it detects a stronger signal that isn't password-protected, such as from a neighboring business, a public Wi-Fi network, or even a nearby Wi-Fi hotspot such as a customer's smartphone.

If your iPad changes to another Wi-Fi network, it loses connection with your printers. Prevent this by turning on Ask to Join Networks:

  1. Go to Settings > WiFi.
  2. Tap the Ask to Join Networks toggle.

Receipts are blank, discolored, or have gaps

If you're getting blank receipts:

  1. Make sure the paper roll is loaded correctly, with the lead at the front of the roll:
    tsp100_paper_load.jpg
  2. Next, make sure you're using thermal paper.
    • You can check this by scratching the paper with the edge of a coin or another metal object. This should leave a light gray mark on the paper.
    • If there's no mark, replace the paper roll with thermal receipt paper.

If receipts are blackened or discolored, the paper roll may have been exposed to excessive heat.

  1. Change to a new roll.
  2. Check for any sources of excessive heat in the immediate area of the printer and whether printer itself may be overheating (see the LED Display guide).

If there are gaps or white lines on your receipts:

  1. Turn the printer off and allow it to cool for several minutes.
  2. Carefully clean the thermal print head with isopropyl alcohol and a cotton swab or soft cloth.
    thermal_head.png
  3. Wait for the alcohol to dry completely before turning the printer back on.

Cash drawer is not opening automatically

Your receipt printer triggers your cash drawer to open. If your cash drawer is not opening automatically, it could be because your receipt printer is not connected to your iPad. To check this:

  1. In the Register, select Settings.
  2. Select Receipt printer, Fulfillment ticket printer, or Z report printer
    reg_settings_receipt fulfillment z report printers.png
  3. Confirm the correct printer is selected and press Print to test the connection.

If the test print fails, then your cash drawer isn't opening automatically because the Register isn't connected to the printer. To determine why they're not connected, diagnose the problem based on the READY and ERROR lights.

If the test print is successful, make sure the drawer is unlocked and unobstructed and check the cash drawer cable.

Make sure the drawer is unlocked and unobstructed

  1. The key lock on the front of the drawer should be in the vertical (unlocked) position.
  2. Turn the key to the left/counterclockwise to open the drawer manually.
  3. Remove the till insert and inspect the drawer for foreign objects that could interfere with the mechanism that opens the drawer.

Check the cash drawer cable

  1. Make sure you're using the cable that was included with your cash drawer.
    • This is a specialized CD-101A cable for cash drawers.
    • The connectors on each end are different sizes.
      • The smaller connector resembles that of a landline phone cable.
      • The wider end resembles that of an Ethernet cable.
      • Neither phone cables nor Ethernet cables will work with your cash drawer.
  2. Make sure the narrow end of the cable is securely connected to the port labeled DK on the back of the printer.
  3. Make sure the wider end is securely connected to the port on the bottom of the cash drawer.
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