Troubleshooting the Epson TM-m30II receipt printer

Use this guide to troubleshoot common issues with the Epson TM-m30II receipt printer. Make sure to complete Step 1: General troubleshooting for the Epson TM-m30II receipt printer before you select the specific issue that you're experiencing.

If the troubleshooting steps don't resolve the issue, then you can contact Shopify Support.

Step 1: General troubleshooting for the Epson TM-m30II receipt printer

Complete the following general troubleshooting steps for the Epson TM-m30II receipt printer:

• Make sure the Shopify POS app is up to date.

• Make sure that your device is up to date:

  • To update your iOS device, go to your device's settings, and then tap General > Software Update. If there's an update available, then you can tap Update now.
  • To update your Android device, go to your device's settings, and then tap Software update. If there's an update available, then follow the on-screen instructions to install it.

• If you're using an iOS device, then navigate to the device's settings, and then make sure the Allow cross website tracking permission is turned on.

Step 2: Select the Epson TM-m30II receipt printer issue

Select the issue that your Epson TM-m30II receipt printer is experiencing and follow the troubleshooting steps.

Troubleshooting Wi-Fi connection issues

If you're using an Android device and your Epson TM-m30II printer isn't connecting to Wi-Fi, then reset the Wi-Fi settings:

Steps:

Reset your printers Wi-Fi settings

1. Open the roll paper cover.
2. Press and hold the paper feed button until the roll paper LED flashes.
3. Pull out some roll paper, and close the roll paper cover. The Next Action sheet prints.
4. Select "SimpleAP".
5. Briefly press the Feed button five times, and then hold down the button for at least one second. This starts "SimpleAP" mode and a QR code prints.
6. Scan the QR code with your device.
7. Open your device's Wi-Fi settings screen, and then select the printer to join the printer's network. WebConfig starts automatically.

If WebConfig doesn't start automatically, then continue troubleshooting with the steps in the Troubleshoot WebConfig not starting automatically section.

Troubleshoot WebConfig not starting automatically

1. Scan the second printed QR code and select Wi-Fi.
2. Enter the printer's serial number as the password. You can find the serial number on the "SimpleAP Start" sheet. If the printer has a label with a lock symbol and a QR code, then enter the numbers written next to the lock symbol and QR code.
3. Tap Ok to display the list of SSIDs.
4. Select the SSID for the network you want to connect to and tap Ok.
5. Enter the network's password and tap Ok.

A network status sheet prints. If the connection to the network is successful, then "PASS" prints in the "Check Network Connection" field.

If the connection to the network fails, then "FAIL" prints in the "Check Network Connection" field. You can restart the connection by pressing the Feed button for one second and then releasing it. The "SimpleAP" mode starts and the QR code prints. Scan the QR code and reconfigure the setting.

If the printer still fails to connect to Wi-Fi, then confirm that the network of your device and printer match, and if the network password is correct. Then reset your Wi-Fi router by unplugging it and plugging it back in.

Contact your internet service provider if Wi-Fi issues persist.

Troubleshooting bluetooth connection issues

If you're using an iOS or Android device your Epson TM-m30II printer isn't connecting to bluetooth, then perform a blueooth reset on your device.

iOS

Steps:

1. Open your iOS device settings.
2. Go to the Bluetooth settings.
3. Forget the hardware that you're troubleshooting by tapping the ( i ) icon and tapping Forget This Device.
4. Turn the Bluetooth settings to Off.
5. Turn off the iOS device for 2-3 minutes.
6. Restart your iOS device and connect your hardware.

Android

1. In your device's Settings select Bluetooth.
2. Turn Bluetooth off to disconnect your hardware.
3. Turn off your Android device for 2-3 minutes, and then turn it back on.
4. Turn Bluetooth on, and then connect your hardware.

The Epson TM-m30II receipt printer can only connect to one device at a time. Make sure you unpair the printer from the first device, before you pair it to a new device.

Troubleshoot the ERROR indicator blinking red

If the ERROR indicator light blinks red, then there's no paper present in the printer. Open the printer, replace the paper, and close the lid. The ERROR indicator should stop blinking and the READY indicator should light up.

Make sure you insert the receipt paper correctly:

Troubleshoot flashing LEDs

If the LEDs flash, then refer to page 19 of Epson's Technical Reference Guide to troubleshoot the issue.

Troubleshoot paper jams

If you feed the paper into the receipt printer at an angle, then a paper jam might happen. If this happens, then turn off the printer, open it up, and feed the paper in again.

Make sure you insert the receipt paper correctly:

If you're trying to make your receipt narrower than the specified 3 inch width, then make sure that you use the divider provided. Don't fold the paper when you feed it into the printer.

Troubleshoot printing issues

The Epson TM-m30II supports both 58mm, and 80mm receipt paper size, but Shopify POS only supports 80mm. Make sure you configure your printer to print 80mm, by removing the guards for the 58mm paper from the printer.

Steps:

1. Turn off the printer.
2. Open the roll paper cover.
3. Install the roll paper guides aligning the triangle marks:

If the printing issue isn't resolved, then it might be a software configuration issue and you need to update your printer's software. On your device, navigate to the Epson Utility app and tap Change Printer Settings > Various Settings > Printing Control. In the Paper width - Number of columns section make sure it's set to 80mm - 48 columns.

Factory reset the Epson TM-m30II receipt printer

A factory reset can help resolve bluetooth connection issues.

Steps:

1. Turn off the printer by pressing the power key on the top of the printer.
2. Locate the SW reset button on the bottom of the printer next to the ethernet plug.
3. Use a ball point pen to hold the SW reset button down for 5 seconds.
4. Keep holding the SW reset button when you turn the printer back on.
5. A paper prints that says “Resetting to Factory Default”.
6. Release the SW reset button. This completes the factory reset.

Contact Shopify Support

If your receipt printer still isn't working after following the general troubleshooting and the specific issue troubleshooting, then you can contact Shopify Support.

From your Shopify POS app, tap > Support > Contact support.