Troubleshooting the Star Micronics TSP143IIIBI2 Bluetooth wireless receipt printer

Use this guide to troubleshoot common issues with the Star Micronics TSP143IIIBI2 Bluetooth wireless receipt printer. Complete Step 1: General troubleshooting for the Star Micronics TSP143IIIBI2 Bluetooth wireless 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 Star Micronics TSP143IIIBI2 Bluetooth wireless receipt printer

Complete the following troubleshooting steps for your printer:

• Verify that you meet the requirements to use the printer.
• Make sure that Shopify POS 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.
• Make sure that Bluetooth is active on your device.
• Factory reset your printer
• Restart your POS device.

Review your device's permissions

To ensure the printer connects and correctly, review the following device settings for Shopify POS.

• Review the following permissions in your device's settings for your Shopify POS app:

Device type	Setting	Status
iOS	Local Network	On
iOS	Bluetooth	On
iOS	Allow Cross-Website Tracking	On
iOS	Background App Refresh	On
iOS and Android	Location	When using this app
iOS and Android	Camera	On or Allowed
Android	Nearby devices	Allow
Android	Manage App if unused	Off

Reset your Bluetooth settings

iOS

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.

Android

1. From your Android device, go to Settings > Bluetooth.
2. Find the device you want to forget, and then tap the gear icon next to it.
3. Tap Forget or Unpair.
4. Turn off your Android device for 2-3 minutes, and then turn it back on.
5. Turn Bluetooth on, and then connect your hardware.

Step 2: Select the Star Micronics TSP143IIIBI2 Bluetooth wireless receipt printer issue

Select the printer issue and follow the troubleshooting steps.

Troubleshoot connection issues

If your printer isn't connecting or frequently disconnects, then troubleshoot with the following steps:

1. Unpair your device and printer.
2. Reset your receipt printer to its factory settings.
3. Pair your device with the printer.
4. Open the device's Settings.
5. Tap the Bluetooth menu option and confirm that the printer displays as Not connected.
6. Tap the printer to connect to it.
7. When the printer displays as Connected, restart it again. When the printer turns on, it displays briefly as Not connected, and then as Connected.
8. If the printer doesn't connect automatically when you restart it for the second time, then activate Auto-connection.
9. Test the printer by printing a test receipt.

If your printer still experiences connection issues, then disconnect other bluetooth devices and try the troubleshooting steps again. Other bluetooth connections might interfere with your printer's connection. You can also try to resolve Wi-Fi and Bluetooth issues caused by wireless interference.

Troubleshoot printing issues

If you have issues printing receipts, then make sure the paper is correctly installed and that the status indicator light is a solid blue color.

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

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

Troubleshoot LED lights flashing

If the LED lights on your receipt printer are flashing, then review Star Micronics documentation on LED Display for troubleshooting steps.

Troubleshoot the printer cover not opening

If the printer cover doesn't open even when you press the open lever, then it's likely there's a paper jam that's locked the cutter. To open the cover, you'll need to release the lock by turning off the power and then turning the power back on, which automatically releases the lock.

If the lock isn't released after turning the power off and on, then you'll need to manually release the lock.

Caution

Don't force the printer cover to open or pull on the paper.

The cutter is inside the front cover. Don't touch the cutter blade.

Steps:

1. Turn the printer off.
2. Remove the front cover (a).

   

3. Remove the paper that's jammed inside the front cover.
4. Rotate the cutter knob (b) and move it until the movable part (c) is positioned in the home position (d).

   

5. Remove the paper that's jammed inside of the printer.
6. Insert paper inside the printer.
7. Attach the front cover.

   

8. Turn the printer on.

Reset your Star Micronics TSP143IIIBI2 Bluetooth wireless receipt printer to its factory settings

You can reset your printer to its factory settings to troubleshoot common issues.

Steps:

1. Unpair your device and printer.
2. With the printer turned off, find the reset (RST) button located on the back of the printer, and then use a pen to press and hold down the button.

3. As you hold down the reset button, turn on the printer. When the ERROR light flashes, release the button.
4. Wait until the ERROR light stops flashing. To complete the reset, turn off the printer a second time, wait 5 seconds, and then turn on the printer again.

The printer is now fully reset and ready to be paired with your device.

Note

Although Auto-connection remains activated after the Bluetooth reset, you need to re-pair your devices again after the reset completes.

Contact Shopify Support

If your printer still doesn't work after following the general troubleshooting steps and the specific issue troubleshooting steps, then you can contact Shopify Support.

From Shopify POS, tap > Support > Contact support.