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
Turn on Ask to Join Networks
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 loses connection with your Ethernet receipt printer and also any Ethernet label printers.
- Go to Settings > WiFi.
- Tap the Ask to Join Networks toggle to turn this setting on.
Confirm connection to the iPad
In order for the receipt printer to function, both the printer and iPad must be connected to the same network.
- Confirm the power cord is connected and the printer's power switch is in the ON position.
- Turn off the printer.
- While the printer is off, push and hold the FEED button at the front of the printer.
- Turn the printer back on, continuing to hold the FEED button for 3-5 seconds.
- Two sheets print. Disregard the first sheet with TSP100LAN at the top.
- Note the IP Address listed under Current IP Parameters Status on the second sheet.
Tip: If you see IP Address 0.0.0.0 and/or Didn't obtain, then your printer is not connected to the network. Make sure 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.
- Tap the info icon next to your WiFi name.
- Verify that the first 3 sets of numbers next to IP Address match the first 3 sets of numbers on the Current IP Parameters Status sheet from the printer.
Note: The last set of numbers will be different for each device on the network so they do not need to match.
iPad with Ethernet connection:
- Tap Ethernet and note the IP Address.
- If the IP address of your iPad does not match the IP address of your printer from the printed sheet, or if your iPad is unable to connect to your network, try resetting the iPad's network settings.
- The next step 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 passwords before proceeding.
- From the iPad Settings, tap General > Reset > Reset Network Settings. The iPad restarts.
- After the restart, tap Settings > Wi-Fi, select the appropriate Wi-Fi network from the list, and re-enter the password.
- After the WiFi connects, tap the info next to your WiFi and check the IP address again. It should match the IP Address from the printed sheet.
Confirm connection to Green Bits
- Sign into the Green Bits Register app.
- Tap on the menu icon .
- Tap Settings.
- Tap Receipt Printer.
- Tap TSP143.
- 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.
Tip: If no printers appear in the Receipt Printer Setup menu, try force-quitting Green Bits and then check this menu again. If that doesn't work, force restart 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 may also overload the Bluetooth connection between the printer and your iPad, particularly older iPad models.
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.
- Tap the menu icon .
- Tap Settings.
- Tap the toggle switch for Show Advanced Settings.
- Tap the toggle switch for Receipt Printer Heartbeat to disable it.
Blank or discolored receipts
Make sure that you installed the thermal paper correctly:
- Your printer uses thermal paper. 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.
- 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).
- 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.
Status indicator lights