Use the guides below to troubleshoot and resolve common problems you may experience with the Star TSP100 Ethernet receipt printer.
Printer is unresponsive or disconnected
In order for the receipt printer to function, both the printer and iPad must be connected to the same network.
I. Confirm connection to the iPad
First, confirm the power cord is connected and the printer's power switch is in the ON position.
Next, test the printer's connection to the network:
1. Turn off the printer.
2. While the printer is off, push and hold the FEED button at the front of the printer.
3. Turn the printer back on, continuing to hold the FEED button for 3-5 seconds.
Two sheets will now print. Disregard the first sheet labeled "TSP100LAN", and note the IP Address listed under Current IP Parameters Status on the second sheet.
IP Address 0.0.0.0 and/or "Didn't obtain" will indicate that the printer is not connected to your network. This may be due to a physical disconnection of the Ethernet cord either from the back of the printer, or from your network device(s). Verify that the Ethernet cord is securely connected to both the Ethernet port on the back of the printer, and to a network device (typically a router, network switch, or wall-mounted Ethernet port). If the printer does not obtain an IP address after multiple attempts, try one or more of the following:
- Use a different Ethernet cord. Even if there is no apparent physical damage to the cord, the cord may still be faulty.
- Disconnect the Ethernet cord from the router, network switch, or wall-mounted port. Turn the printer off and re-connect the Ethernet cord. If connected to a device with additional available Ethernet ports, try connecting to a different port.
- Reboot the network device that the printer is connected to. CAUTION: this may disrupt connections to other network devices and/or your Wi-Fi connection.
If your printer is able to obtain an IP address, as in the image above, from your iPad home screen, tap the Settings icon, then tap Wi-Fi or Ethernet, depending on how your iPad is connected to your network. Most iPads use Wi-Fi, and if no Ethernet connection is present, the Ethernet option will not appear. If you see an Ethernet option, this is most likely how your iPad is connected.
iPad with Wi-Fi connection:
Verify that Wi-Fi is turned on and that your iPad is connected to your store's Wi-Fi network, then tap the "i" in the blue circle off to the far right of your network name.
On the next page you'll see an IP Address listed. Verify that the first 3 sets of numbers here match the first 3 sets of numbers on the Current IP Parameters Status sheet from the printer (the last set of numbers will be different for each device on the network).
In this example, our printer is connected to 192.168.1.3 according to the printout shown above, and our iPad is connected to 192.168.1.2, which indicates both are on the same network. Proceed to section II below.
Tip: By default, your iPad will automatically change Wi-Fi networks if it detects a stronger signal that is not password-protected, such as from a neighboring business, or even a nearby Wi-Fi hotspot such as a customer's smartphone. If your iPad changes to another Wi-Fi network, it will lose connection with your Ethernet receipt printer and also any Ethernet label printers
Therefore, we strongly recommend turning on the "Ask to Join Networks" setting. Scroll to the bottom of the Wi-Fi menu to toggle on this setting.
iPad with Ethernet connection:
Tap Ethernet and note the IP Address in parentheses.
In this example, our iPad is connected to 10.47.6.136, which matches our printer's IP 10.47.6.169.
If the IP address of your iPad does not match the IP address of your printer, or your iPad is unable to connect to your network, try resetting the iPad's network settings.
From the iPad settings, tap General > Reset > Reset Network Settings. This deletes all remembered Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before, so be sure you know your Wi-Fi password before proceeding. The iPad will now restart. Once restarted, Tap Settings > Wi-Fi, select the appropriate Wi-Fi network from the list, and re-enter the password. Once connected, tap the "i" icon in the circle to check the IP address again.
II. Confirm connection to Green Bits
Sign into the Green Bits register app, tap on the stacked white lines in the top left corner to open the menu shown below, then tap Settings.
Tap Receipt Printer.
Tap TSP143 to select the printer and assign it to this iPad.
If you have multiple Ethernet receipt printers connected to your network, all printers will be listed here, identified by their IP addresses. The currently selected printer is denoted with a check mark on the far right.
Tap Test Print to confirm the connection.
If no printer is appearing in the Receipt Printer Setup menu, try force-quitting Green Bits and then check this menu again. If there is still no printer appearing in this menu, try a force restart of your iPad, by pressing and holding both the power button on the side and the home button simultaneously for at least 10 seconds.
Receipt Printer Heartbeat
One of the advanced settings in the Green Bits register app is Receipt Printer Heartbeat. The "heartbeat" is a periodic check to make sure the register and printer are communicating. The downside is that it also increases network traffic between the printer and iPad and could be the cause of connection issues. Disabling the this setting reduces traffic over the network.
If you're frequently seeing a "Receipt Printer Disconnected" message across the top of the screen in the Green Bits register app, try disabling the Receipt Printer Heartbeat setting:
1. Tap the 3 horizontal lines in the upper left of the app, then tapSettings
2. Near the bottom of Settings, tap the toggle switch for Show Advanced Settings
3. Scroll down and tap the toggle switch for Receipt Printer Heartbeat to disable it.
Blank or discolored receipts
Your printer uses thermal paper, which turns black when exposed to heat and requires no ink.
If your receipts are coming out blank, most likely you're using non-thermal paper, or the label roll is installed backward.
You can easily confirm whether you're using thermal paper by scratching the paper with the edge of a coin or another metal object. Scratching thermal paper will leave a light gray mark; if scratching leaves no mark, the paper is not thermal paper.
The diagram below shows correct installation of the paper roll.
If receipts are blackened or discolored, the paper roll may have been exposed to excessive heat. Change to a new roll, and check for any sources of excessive heat in the immediate vicinity of the printer and whether printer itself is overheating (see Status indicator lights below).
If there are gaps/white lines, turn the printer off and carefully clean the thermal print head using a cotton swab or soft cloth dipped in alcohol (ethanol, methanol, or isopropyl). Do not clean the thermal head when hot immediately after printing; allow it to cool for several minutes first. Turn the power back on only after the alcohol has dried completely.
Cash drawer is not opening automatically
Although the printer's DK port appears identical to a standard landline phone jack, a phone-type cable is not compatible with the cash drawer. Please ensure you're using the cable that was included with the drawer. If you need a replacement, make sure it's a RJ-12 (M) to RJ-45 (M) cash drawer cable compatible with APG cash drawers.
If you've confirmed you're using the correct cable:
- Make sure it's securely connected to both the port labeled DK on the back of the printer, and also to the port on the under side of the cash drawer.
- Check the lock to make sure it is in the unlocked (vertical) position.
- If you're able to manually open the drawer with the included key, remove the plastic till insert and check for any foreign objects that may be obstructing the drawer-kick mechanism inside.