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Troubleshooting the Star Micronics TSP143IIIW Wi-Fi receipt printer

Use this guide to troubleshoot common issues with the Star Micronics TSP143IIIW Wi-Fi receipt printer. Complete Step 1: General troubleshooting for the Star Micronics TSP143IIIW Wi-Fi 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 TSP143IIIW Wi-Fi receipt printer

Complete the following troubleshooting steps for the Star Micronics TSP143IIIW Wi-Fi receipt printer:

  • Verify that you meet the requirements to use the Star Micronics TSP143IIIW Wi-Fi 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.
  • Make sure your device is connected to the internet.
  • Restart your printer by turning it off, unplugging it and then plugging it back in.
  • Restart your device.
  • 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 if your network is 2.4g or 5g, then contact your internet provider to inquire with them directly. In some rare cases it might be necessary to split a dual band network.

Step 2: Select the Star Micronics TSP143IIIW Wi-Fi receipt printer issue

Select the receipt printer issue and follow the troubleshooting steps.

If your printer won't connect by following the installation and set up instructions, then you can connect the printer using your web browser.

Before you begin

Take note of your wireless network SSID (Name) and password, as well as your printer’s MAC and IP Addresses. Find the printer’s MAC and IP Addresses by initialzing the printer.

The printer’s SSID is “TSP100III-XXXXXX”, where “XXXXX” is the last 6 digits of the printer’s Mac Address. The Mac Address is under “Network Configuration” at the top of the sheet.

Mac Address located at the top of the receipt

For the initial setup, the printer provides a temporary IP Address (192.168.10.1). The IP Address is under “Current IP Parameters” at the bottom of the sheet.

The printer must be factory reste to its default settings before setting it up manually. Follow the initialize the printer's network settings steps.

Steps:

  1. From your device's home screen, tap the Settings icon > Wi-Fi.
  2. Under available networks, select TSP100III-xxxxx, and then connect the device to the printer's hotspot.
  3. Click on: http://192.168.10.1. This opens the printer's admin setting screen.
  4. Tap Login and type in the default login information:
    • User name: root
    • Password: public
  5. Optional: You can update the password.
  6. In the Network Configuration, tap WLAN settings.
  7. Tap Infrastructure Mode.
  8. Enter the wirelss LAN settings:
    • In the SSID field, enter your Wi-Fi network name (case sensitive).
    • In the Security type drop down menu, select WPA2/AES.
    • In the Security key field, enter the Wi-Fi password (case sensitive).
  9. Tap Submit.
  10. Tap Save, and then select Save -> Configuration printing -> Restart device.
  11. Tap Execute. The Setting of network configuration succeeded page displays that confirms the changes.
  12. Close the browser as the printer reboots. The printer's ready LED begins flashing blue and part of the network configuration page prints.

It might take several minutes for the printer to complete the setup. When completed the ready LED turns solid blue and the rest of the network configuration page prints. At the bottom of the page the Current IP Parameters Status section provides a new IP Address.

If your printer won't connect or frequently disconnects from your device, then reset your network cache.

Steps:

  1. Open your device's settings.
  2. Reset the network:
    • On iOS 15 or higher: tap General > Transfer or Reset Device > Reset, and then tap Reset Network Settings.
    • On iOS 14 or older: tap Settings > General Reset, and then tap Reset Network Settings.
  3. When your iOS device restarts, unplug your Wi-Fi router for 30 seconds, and then plug it back in.

When your iPad and internet are back on, reconnect your printer, and try a test.

If your printer still experiences network disconnections or your printer isn't connecting during the initial setup, then review the following other common resolutions:

  • Relocate the printer closer the the router or Wirelass LAN unit.
  • Split Wi-Fi network into individual bands (2.4 GHz and 5 GHz). If you need help with this, then contact your internet service provider.

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.

Image of correct way to install printer paper, with the paper feeding out of the printer from the bottom of the roll.

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.

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

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:

  1. Turn the printer off.
  2. Remove the front cover (a).
    Remove the printer's front cover
  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).
    Rotate the printer's cutter knob
  5. Remove the paper that's jammed inside of the printer.
  6. Insert paper inside the printer.
  7. Attach the front cover.
    Rotate the printer's cutter knob
  8. Turn the printer on.

Resetting your Star Micronics TSP143IIIW Wi-Fi receipt printer

You need to reset your receipt printer in the following situations:

  • The in-app pairing process fails.
  • The Wi-Fi router is replaced.
  • You forget or lost the password to login to the printer's web interface.
  • You want to reset the printer's static IP address.

To factory reset your printer, follow the initialize the printer's network settings steps.

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 Horizontal menu > Support > Contact support.

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