Troubleshooting the Star Micronics Star Micronics mPOP printer and cash drawer

Use this guide to troubleshoot common issues with Star Micronics mPOP printer and cash drawer. Complete Step 1: General troubleshooting for the Star Micronics mPOP printer and cash drawer 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 Star Micronics mPOP printer and cash drawer

Complete the following troubleshooting steps for Star Micronics mPOP printer and cash drawer:

• Verify that you meet the requirements to use the Star Micronics mPOP printer and cash drawer.
• Make sure that 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.
• Restart your Star Micronics mPOP receipt printer and cash drawer.
• Restart your POS device.

Reset your Bluetooth settings

You might need to reset your device's bluetooth settings to resolve issues with the Star Micronics mPOP printer and cash drawer.

Steps:

1. From your iOS device, go to Settings > Bluetooth.
2. Tap the ( i ) icon next to the hardware that you're troubleshooting, and then tap Forget This Device.
3. Deactivate your Bluetooth settings.
4. Turn off the iOS device for 2-3 minutes.
5. Restart your iOS device and, then connect your hardware.

Step 2: Select the Star Micronics mPOP printer and cash drawer issue

Select Star Micronics mPOP printer and cash drawer issue and follow the troubleshooting steps.

Troubleshoot connection issues

If your Star Micronics mPOP doesn't connect or frequently disconnects, then reset the mPOP's bluetooth settings.

Steps:

1. Turn the Star Micronics mPOP off using the switch on the side.
2. Press and hold the Bluetooth reset button (1) located on the bottom surface of Star Micronics mPOP and turn on the power switch (2) located on the side of mPOP. Keep pressing the Bluetooth reset button without releasing it.

   

3. When the initialization operation starts, the Power LED and the Error LED located on the top surface of Star Micronics mPOP blinks. When blinking starts, release the Bluetooth reset button.
4. When the initialization operation finishes, the LED stops blinking, and only the Power LED remains lit. Turn the Star Micronics mPOP off again using the switch on the side.
5. Forget the Star Micronics mPOP from your device:
   • For iOS devices, open Settings > Bluetooth, and then tap the 'i' icon where the Star Micronics mPOP appears. Then tap Forget this device.

If your Star Micronics mPOP continues to experience connection issues, then make sure Auto-connection is turned on.

Troubleshoot barcode scanning issues

Make sure the barcode scanner is connected to the Star Micronics mPOP and that the Star Micronics mPOP is powered on. The barcode scanner only needs to be plugged into the Star Micronics mPOP and doesn't need to be connected to the POS app.

The USB barcode scanner scans only compatible 1D barcode types.

Troubleshoot the cash drawer not opening

If the Star Micronics mPOP cash drawer doesn't open, then troubleshoot with the following steps:

• Make sure there's paper in the receipt printer. If there's no paper in the receipt printer, then cash drawer functions won't work.
• Make sure the weight on the Star Micronics mPOP doesn't exceed 8kg (17.6 lbs).

Test the Star Micronics mPOP cash drawer

You can test opening the cash drawer to determine whether something is blocking it.

Steps:

1. From the Shopify POS app, tap > Connectivity.
2. Select the mPOP, and then tap Test cash drawer
3. Gently pull on the drawer after you hear it click open. If it resists, then there might be something stuck inside.

Manually open the Star Micronics mPOP cash drawer

If you can't open the cash drawer automatically, then you can open the cash drawer manually using either of the following methods:

• Open the receipt printer, and then press and hold the red button for one second.
• Find the lock lever on the bottom of the Star Micronics mPOP and press the lock lever:

Troubleshoot the cash drawer not closing

If the Star Micronics mPOP cash drawer doesn't close, then hold the cash drawer in firmly and test the cash drawer.

Steps:

1. From the Shopify POS app, tap > Connectivity.
2. Select the mPOP, and then tap Test cash drawer

Troubleshoot receipt printing issues

If you're having issues printing receipts, then make sure your receipt paper is loaded correctly.

Paper jams

If you can hear the printer operating, but the paper isn't being ejected, then there might be a paper jam. You can open the printer to remove the paper jam.

Caution

There's a printer head (a) inside the printer that becomes hot during printing or right after printing. Don't touch the printer head when opening or closing the printer cover.

Steps:

1. Push the front of the printer to unlock it, and then pull out the printer.

   

2. To open the printer cover, pull the cover opening lever froward.

   

3. Remove all of the jammed paper, including fragments.
4. Reload the receipt paper.

Review the following tips to prevent paper jams:

• When setting the paper, pull out the paper edge in a straight line.
• Don't touch the paper when it prints, the paper ejects from the paper exit or before the cut performs.

Troubleshoot faded logo on receipts

If your logo is in grayscale, then the Star Micronics mPOP might print a faded color. For a clearer print, you can edit your logo to black and white using a photo editor. Then you can upload the edited logo to the Point of sale channel in your Shopify admin.

Troubleshoot LED lights flashing

If the Star Micronics mPOP LED lights flash, then refer to Star Micronic's LED Display documentation to identify the issue.

Contact Shopify Support

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

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