Printer Troubleshooting

If you have trouble printing receipts, use the following tips for Ethernet and Wi-Fi interface, USB interface, and Bluetooth receipt printers.

If you are having trouble with Square Terminal’s built-in receipt printer, check out Square Terminal troubleshooting.

Troubleshoot Ethernet and Wi-Fi Interface Receipt Printers

  • Turn your device’s Wi-Fi off and then on again.
  • Turn your device completely off and then back on.
  • Turn your receipt printer off and unplug all cables. Plug all cables back in and turn the receipt printer on.
  • Make sure the receipt printer is fully plugged in and a roll of paper is in the printer.
  • Make sure that your Ethernet cable is connected to the right piece of hardware. You may need to switch the direction of the cable.
  • Turn your Wi-Fi router off and then on again.
  • Ensure the Wi-Fi router is working and that your device is connected.
  • Ensure that the Ethernet cable connecting the receipt printer to the Wi-Fi router is properly connected to the Ethernet port on each device.

If you are using the Star SP742 printer, you’ll want to double check that your printer is configured correctly. To reset the configuration:

  1. Disconnect all cables from your printer and ensure that the printer is powered off.
  2. Flip your printer over and locate your DIP switch cover. (It’s located next to the product label and is kept closed by a single screw.)
  3. Remove the cover to see the 8 DIP switches.
  4. Flip switch 4 and replace the cover.
  5. Plug all cables back in and power on your printer.

Often printer errors are due to connectivity or Wi-Fi issues. If you continue to have trouble, please contact your wireless router manufacturer for troubleshooting tips.

How to Identify an Ethernet or Wi-Fi Printer

Under the printer icon, there is a long sequence of numbers (example: 123.456.78) - this is the printer’s IP address. You can identify an Ethernet or Wi-Fi printer based on these numbers so you can always know which printer is which. To print out the IP address for the printer:

  1. Turn off the Star Micronics or Epson printer.
  2. Press and hold the feed button.
  3. Turn the printer back on.
  4. Continue to hold the feed button until the Network Configuration report prints out.
  5. Check the IP address on the printed report to make sure it matches the IP address listed for the printer in the Point of Sale app.

Troubleshoot Bluetooth Receipt Printers

  • Make sure the printer isn’t already paired to another device.
  • Turn your iPad’s Bluetooth setting off and then on again.​
  • If you have the SM-S220i or SM-T300i printer, confirm that the printer is set to Bluetooth (iAP) mode. To do so:
    1. Press and hold MODE for at least 5 seconds.
    2. After the ERROR LED flashes five times, you can configure the settings.
    3. The current mode will appear on the display.
    4. Press MODE once to change to “Bluetooth (iAP)” instead of Bluetooth.

If you continue to have trouble with your Bluetooth printer, contact the manufacturer for more information.

For additional troubleshooting tips for your iPad’s Bluetooth connection, visit Apple’s website.

Troubleshoot USB Interface Receipt Printers

USB Printer and Square Stand

If you’re having trouble with a USB receipt printer and Square Stand, review these Square Stand troubleshooting tips.

USB Printer and Square Register

For troubleshooting specifically for your Square Register, check out our Square Register troubleshooting page.

USB Printer and Android Devices

If you’re having trouble with a USB receipt printer connected to an Android device:

  • Ensure the USB printer is plugged into an AC outlet.
  • Ensure the USB printer is firmly connected to your Android device via a USB cable and an On-The-Go adapter.
  • Make sure there’s a roll of thermal receipt paper in the printer.
  • Turn your device completely off and then back on.
  • Delete and re-install the Square Point of Sale app.
  • Turn your receipt printer off and unplug all cables. Plug all cables back in and turn the receipt printer on.

Epson Printers

While the steps can differ slightly between Epson models, try these steps below to get you back up and running:

  1. Hold down the paper feed button while turning the printer on, this will prompt the printer to run a test print.
  2. Once the test prints, hold down the feed button for 3 seconds. You will see the “Mode Selection menu” print and you’ll see “Customize Value Settings”.
  3. To select “Customize Value Settings” press the feed button 3 times in rapid succession and the hold.
  4. Another menu will appear, select USB Interface Settings. To do so, press the feed button 11 times in rapid succession and the hold.
  5. From the next menu, select “Printer Class” by pressing the feed button twice and holding.
  6. Your settings will be saved.
  7. Restart the printer.
Learn more about: Square Hardware