Troubleshooting the Star Micronics TSP143IIILAN receipt printer
Use this guide to troubleshoot common issues with the Star Micronics TSP143IIILAN receipt printer. Complete Step 1: General troubleshooting for the Star Micronics TSP143IIILAN 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.
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Step 1: General troubleshooting for the Star Micronics TSP143IIILAN receipt printer
Complete the following general troubleshooting steps for your receipt printer issues:
- Verify that you meet the requirements to use the Star Micronics TSP143IIILAN receipt printer.
- 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.
- 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.
- Restart your POS device.
- Restart your printer by turning it off and unplugging it. Then plug it back in and turn it back on.
- Review the following settings in iOS or Android device settings:
- Location is set to While using this app
- Local Network is turned ON
- Allow cross website tracking (iOS only) is turned ON
- Make sure that the network the printer is assigned to is a 2.4g band, the printer can't connect to a 5g only network. Most networks are dual-banded meaning the Wi-Fi connection is both 2.4g and 5g. If you're unsure that your network is 2.4g or 5g, then contact your internet provider to inquire with them directly. In some rare cases, you might need to split a dual band network.
Step 2: Select the Star Micronics TSP143IIILAN receipt printer issue
Select the receipt printer issue and follow all troubleshooting steps.
Troubleshoot connection issues
If the printer doesn't display in the Connectivity section of the POS app, then pair your printer by tapping the connectivity symbol in the navigation, and then tap Set up a new device > Receipt Printer > Star Micronics> Ethernet/LAN > TSP100III.
Troubleshoot your printer
If your printer still experiences issues, then troubleshoot your printer by printing diagnostic information.
Steps:
- Turn your printer off and press and hold the FEED button.
- When still holding the FEED button, turn the printer back on. Let the printer print off the firmware information, and then let go of the feed button. The printer tries to connect to the internet and then continues to print off more diagnostic information.
- Check the printed paper to confirm whether any of the following issues match the text that displays:
| Printer issue | Troubleshooting steps |
|---|---|
| The IP address under "Current IP Parameters Status" displays zeroes |
1. Turn off the printer, wait five seconds, and turn it back on. Try the debug process again. 2. Confirm that you're connected to the LAN port of your router, and that your router is properly plugged in and working. If the printer is currently connected to an Ethernet switch or wall port, then temporarily plug the printer into the router to confirm if that works. 3. If none of the above solutions worked, then contact your internet provider. It might be a problem with your internet setup. |
| A "No Host Connection" message displays | This usually happens when you lose your internet connection or when your printer isn't connected to your router properly. Check your internet signal and router cable. |
Troubleshoot printing issues
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'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 the printer being a long distance from your router
- Purchase a longer network cable and run it from the router to the printer.
- If having long cables run throughout your store isn't the ideal solution, then you can purchase an additional router to connect to as part of the network in your store.
Troubleshoot LED lights flashing
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.
Steps:
- Turn the printer off.
- Remove the front cover (a).
- Remove the paper that's jammed inside the front cover.
- Rotate the cutter knob (b) and move it until the movable part (c) is positioned in the home position (d).
- Remove the paper that's jammed inside of the printer.
- Insert paper inside the printer.
- Attach the front cover.
- Turn the printer on.
Contact Shopify Support
If your receipt printer 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.