Troubleshooting the Star Micronics mC-Print3 receipt printer

Use this guide to troubleshoot common issues with the Star Micronics mC-Print3 receipt printer. Make sure to complete Step 1: General troubleshooting for the Star Micronics mC-Print3 receipt printer before you select the specific issue you're experiencing.

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

Step 1: General troubleshooting for the Star Micronics mC-Print3 receipt printer

Complete the following general troubleshooting steps for the Star Micronics mC-Print3 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 printer connects with an Ethernet cable, then make sure the cable is plugged in and you're connected to the network.

• If you're printer connects with the Star Micronics MCW10 Wireless LAN Device, then make sure the LAN Device properly connects.

• If you're connecting your printer using Bluetooth, then turn your device's Bluetooth settings off and then on again.

• 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 Star Micronics mC-Print3 receipt printer issue

Select the issue that your Star Micronics mC-Print3 receipt printer is experiencing and follow the troubleshooting steps.

Troubleshooting connection issues

The Star Micronics mC-Print3 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.

If your Star Micronics mC-Print3 receipt printer wont' connect or disconnects frequently, then you can reset the network and Bluetooth settings to their default settings.

Caution

Don't turn the printer off when it's initializing. The initialization process won't finish correctly.

Before you begin

To initialize the Bluetooth settings, you'll require the device name (mC-Print3-XXXXX) when you delete the Bluetooth settings on the host device side. Before you start the initialization, check [Dev Name] of *** Bluetooth Information *** printed through Self-Printing.

Steps:

1. Turn the printer off.

2. Initialize the communication settings of the printer:

   1. Insert a pen into the reset hole on the back of the printer (1).
   2. When prsetting the reset switch, press and release the power button (2) on the right side of the operation panel on the front of the printer.
   3. Hold down the reset switch until the green Network LED flashes in the center of the operation panel (3).

      

3. Press the FEED button to select the communication settings you want. You can initialize the following communication settings options:

   • Network
   • Bluetooth
   • Network and Bluetooth

4. When the LED changes to the communication setting that you want, hold down the FEED button to execute the initialization.

Note

When initialization completes, the printer is reset. If you've only intilialized the network settings, then the process is complete. If you've intialized the Bluetooth settings, then follow step 5.

5. Delete the setting that was configured to connect to the printer on the device side, and make a connection again:

• On iOS, open the device's Bluetooth settings, and then tap 'i' next to mC-Print3-XXXXX. Then Tap "Forget This Device".
• On Android, open the device's Bluetooth settings, and then tap the setting button for mC-Print3-XXXXX. Then tap "Forget" to delete the setting for connection with the main unit.

6. Restart your device.
7. Re-pair the printer.

Troubleshooting the ERROR indicator blinking red

If the printer's ERROR 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:

Troubleshooting 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.

Self printing with the Star Micronics mC-Print3 receipt printer

You might need to self-print to troubleshoot issues with the Star Micronics mC-Print3 receipt printer. The print sheet includes the following information about your printer:

• Firmware version
• Memory switch settings
• Interface settings

Steps:

1. Turn the printer off.
2. Hold down the FEED button (1), and then press and release the Power button (2).

   

3. When the self-printing starts, you can release the FEED button.

When the self-printing finishes, remove the sheet. For the MCP31CI models, network information prints following the printer information. For the MCP31CBI model, Bluetooth information and network information prints following the printer information.

Contact Shopify Support

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

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