Troubleshooting receipt printer – Sitoo Support

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1. Check wires & Restart

Make sure that the receipt printer is turned on. If it is running, the lights on the front of the receipt must be lit, either green or red and green.
Make sure that all cables are connected properly. The printer is connected with a power adapter, please double check that all components are properly attached in the adapter, wall socket and printer. See picture below:
Restart the receipt printer. Turn off the receipt printer by pressing the On and Off button located on the left side of the receipt printer. Stand by for about 10 seconds and then start the receipt by pressing the same button again.
Once restarted, it will flash quickly with a green and red light for a few seconds before it only turns green.

2. Check the network connection

If the printer is flashing a red light slowly this indicates that there is a problem with the network connection.

Make sure that the network cable is connected properly. The network cable is the cable that is connected to the router. This cable should be connected to one of the yellow ports on the Asus router.
Make sure that the network cable is intact and undamaged.
Make sure your iPad is connected to the correct network. Go to Settings on the iPad and hit Wi-Fi. Check if you are connected to a network called "SitooPOS - <STORE NAME> 5GHz. If your iPad is connected to the wrong network, first you need to connect to the proper network and then tap the (i) next to the network that was wrongly connected and then tap "Forget this network".

3. Check paper roll

If the receipt printer emit a quickly flashing red light the paper roll is about to run out, has dislodged or a paper jam has occurred.

Open the printer and check the receipt roll. If nothing looks amiss and it still flashes a red light, try exchanging the roll with a fresh one. Make sure that no dirt or other debris has found its way into the printer.

4. Verify Connected Receipt Printer

Go to the Sitoo app.
Press Menu> Settings > Hardware devices.
If a receipter has been previously been connected, it will appear in the list of Receipt Printers / Star Micronics.
Press the receipt printer and make sure that the default printer is turned on.
Press the magnifying glass at the top right.
Select the receipt printer that appears in the list.
If you have multiple receipt printers, you will have to enter the IP address manually. Follow step 5 below to manually find the IP address of the receipt printer you are trying to connect.

If you do not find the receipt printer in the hardware list, then follow these steps:

In Hardware Devices, press the plus sign on the top right.
Select Star Micronics.
Make sure the receipt printer is set as the default printer.
Press the magnifying glass at the top right.
Select the receipt printer that appears in the list.
If you have multiple receipts, enter the IP address manually. Follow step 5 below to manually find the IP address of the receipt printer you are trying to connect.

Note!

You can also try to remove the connected receipt printer by swiping it to the left in the list of Hardware Devices and then press Remove. Then re-add the receipt printer by following step 1-6 above.

5. Locate the IP Address of the printer

Turn off the printer by switching the power button off. This button is located on the printers left side.
Press and hold the "FEED" button located on the front of the printer.
While keeping the "FEED" button pressed down, switch the printer on by using the power button on the left side of the printer.
The printer will after a few seconds print two receipts.
The printer's IP address will be located at the bottom of the second receipt.
If your printer doesn't have an IP address (0.0.0.0) it is not connected properly to the network. Make sure the network cable is connected properly to the router and that the router is connected to the network. Restart the router and try again if everything is properly connected.