Troubleshooting the Star Micronics TSP650II Bluetooth wireless receipt printer

Use this guide to troubleshoot common issues with the Star Micronics TSP650II Bluetooth wireless receipt printer. Complete Step 1: General troubleshooting for the Star Micronics TSP650II 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 TSP650II Bluetooth wireless receipt printer

Complete the following troubleshooting steps for your receipt printer:

• Verify that you meet the requirements to use the Star Micronics TSP143IIIBI2 Bluetooth wireless 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 that Bluetooth is activated on your device.
• Restart your POS device.
• Return your receipt printer to its factory settings
• 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 TSP650II Bluetooth wireless receipt printer issue

Select the receipt 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.

Steps:

1. Unpair your device and the receipt printer.
2. Reset the bluetooth settings on your printer.
3. Pair your iPad with the receipt printer.
4. Restart the printer.
5. Put your printer into pairing mode: press the red Pair button located at the back of the receipt printer, and hold it down for 5 seconds. After 5 seconds, the green LED at the back starts to flash, indicating that the device is in pairing mode. Pairing mode lasts for 60 seconds.
6. Go to your device's Bluetooth settings, and then tap the Star Micronics TSP650II printer to connect to it.
7. When the printer displays as Connected, restart it again. When the printer turns on, it should display 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 you need to activate auto-connect.
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'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 LED lights flashing

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

Reset Bluetooth settings on your Star Micronics TSP650II Bluetooth wireless receipt printer

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

Steps:

1. Unpair your iPad and receipt printer, and then turn your iPad off.
2. With the printer turned off, find the reset button located on the back of the printer, and then use a pen to press and hold down the button.
3. When holding down the reset button, turn on the printer. Continue holding the reset button for 10 seconds after turning on the printer, and then release the reset button.
4. The lights on the front of the printer begin to flash. Wait until the Power light is a solid green and the Error light is off.
5. Test the receipt printer:
   1. Turn off the receipt printer.
   2. Hold down the FEED button.
   3. When holding down the FEED button, turn on the printer.
   4. When the printer starts printing, release the FEED button.
   5. Make sure the second page contains the printer's Bluetooth information.
6. Turn on your iPad and pair it with the receipt printer.

Note

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

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.