Skip to main content

How to fix POS printers that stop printing

Find your printer's connection type and follow that branch to get it printing again.

L
Written by Lucien Hopkinson

Quick answer: Find your printer's connection type below and follow that branch. Most printers stop printing because of the network, the printer's switch in the POS, a missing printer location or stuck print tasks.

This article is for venue managers and staff using printers with Nomni POS on iPad or Android, kiosks or Zebra label printers.

Before you start

  • Use the Master POS. Printers are set up and checked from the Master.

  • On Nomni POS for Android, you need the staff permission Access printer settings. If you can't open printer settings, ask a manager.

  • Have the printer model and connection type ready (network cable, Wi-Fi, Bluetooth or USB).

  • Don't factory reset your router or printer.

Step 1: Check the things every printer needs (all types)

  1. Paper is loaded the right way and the cover is closed. Epson TM-82II uses 80mm rolls, feeding from the bottom up.

  2. The printer is switched on and its lights are normal.

  3. Look at the printer icon at the top of Nomni POS. If it shows a number, those are print tasks that failed. Tap the printer icon, then Print Tasks (X). After you fix the printer, tap Resume, or delete the tasks.

    • On Nomni POS for Android, stuck jobs are under Printing Jobs / Print Queue.

  4. Restart the printer, then the POS device.

What you should see: if the printer comes back, the waiting tasks print when you tap Resume.

Step 2: Which way is the printer connected?

Pick the branch that matches your printer, then go to Step 3.

A. Network cable (Ethernet) printer, used with an iPad

  1. Check the cable is firmly plugged into the printer and into a LAN port on the router or switch. Unplug it and plug it back in.

  2. Check the printer's network lights. On Epson, a yellow light that is off or blinking means a network problem: restart the router and the printer, reseat the cable, then test print.

  3. On the iPad: Settings > Wi-Fi, tap the i next to your POS network, turn Private Wi-Fi Address off and Limit IP Address Tracking off.

  4. On the iPad: Settings > Nomni POS, turn Local Network on.

  5. Print the printer's own configuration page to see its IP address: turn the printer off, hold the feed button, turn it on and keep holding until it beeps (Epson and Star).

  6. Check the printer's IP address is on the same network as the iPad (for example both start 192.168.9.).

  7. If you have two printers, print the configuration page from each and compare. If two IP addresses match:

    1. On the iPad, open Safari and type the printer's IP address, then open the TCP/IP settings.

    2. Change only the last number to one no other device uses, and save.

    3. In Nomni POS, refresh the printer list, connect the new listing (tick), set its printer locations and delete the old listing (cross).

B. Wi-Fi printer

  1. Check the printer and the POS device are on the same Wi-Fi network name.

  2. Do the iPad checks in branch A, steps 3 and 4.

  3. If the printer keeps dropping off, ask whoever manages your router to give the printer a fixed (reserved) IP address. See How to stop an Android POS, kiosk or KDS dropping off Wi-Fi for how a reservation works.

  4. Restart the router: unplug the power, wait a few seconds and plug it back in.

C. Bluetooth or USB printer (Nomni POS for Android)

  1. On the Android POS, open Printer Settings.

  2. Check the printer shows Connected. If it shows Disconnected, remove the printer and add it again with Add Printer, choosing the right type: Wifi/Ethernet, Bluetooth, USB or Manually Add.

  3. For USB, unplug and replug the cable at both ends. For Bluetooth, keep the printer close to the POS and switched on.

  4. Tap Test Print.

D. Kiosk printer (the printer inside the kiosk)

  1. If the kiosk says the printer paper has run out, the customer's payment still went through. Refill the paper.

  2. If the kiosk printer isn't working, the kiosk asks the customer for their name instead of printing an order number. Staff call the name when the order is ready.

  3. On the Windows kiosk, open Settings > Connection and click Test Printer. Note any error message for support.

  4. For the Android kiosk, printers are under Settings > Printer Settings (tap Add Printer to add one).

  5. If receipts print at the kiosk but kitchen dockets don't, the problem is between the kiosk and the kitchen printer. Continue with Step 3 on the Master POS.

E. Zebra label printer (blank, skipping or misaligned labels)

  1. Check the label roll is loaded under the guides and the lid clicks shut.

  2. Make sure the printer is on and the light is solid green.

  3. Press and hold the FEED button. When the light flashes twice, let go straight away.

  4. Wait while the printer feeds a few labels, then tear them off.

  5. Send a test order from the POS.

    • If the light flashed more than twice, turn the printer off, wait 10 seconds, turn it on and try again.

    • Don't use Pause + Cancel for calibration; use the FEED steps above.

  6. If the test label prints but orders don't, it's a settings or network problem. Check the drink or label products have the label printer's printer location (Step 3).

Step 3: Check the printer in Nomni POS (all types)

On Nomni POS for iPad (on the Master):

  1. Tap the printer icon to open the Printer List. The printer should have a green tick (discovered) and its switch on (blue). If it's missing, tap Refresh.

  2. Tap the gear icon on the printer, then PRINT. A test print means the connection works.

  3. Tick the right printer location(s) for this printer.

  4. Check the printing settings for your workflow: C1 Print order docket upon payment complete, C3 Print order docket upon hold order, C13 Print transfer notice, C14 Print cancel notice, C29 Print production docket from current device.

On Nomni POS for Android:

  1. Open Printer Settings and check the printer shows Connected. Tap Test Print.

  2. Open the printer and check Printer Location: and Print Item(s):. If it says No Print Items Applied, nothing is sent to this printer. Choose a location or items.

  3. Check Auto print receipt and Auto print kitchen docket are on if you want them to print without tapping.

Step 4: Only some items, or one section, don't print

  1. In Nomni Console, open POS > Print Settings > Printer Locations and check the section has a printer location.

  2. Check the products have that printer location (Products > Products). If you have more than one printer, every product needs a location or its dockets won't print.

  3. On the Master, check the printer has that location ticked.

  4. After changes, on the Master go to Settings > Sync and tap MASTER SYNC. If needed, also tap SYNC CHANGED PRODUCTS AND EXTRAS FROM BACKEND.

  5. If your outlet's menu is managed by head office (HQ), the printer locations may need changing from the HQ account.

Step 5: Dockets print on the wrong printer, or twice

  • Wrong printer: if a docket can't print at its printer, Nomni POS sends it to your POS Counter printer, and then to your Default printer. Fix the kitchen printer (Steps 2 and 3), then tap Resume on the stuck tasks.

  • Twice: usually a product has two printer locations, or two printer locations point at the same printer (for example "Order Docket - Kitchen Wok" and "Order Docket - KITCHEN"). Remove the duplicate link in Printer Locations, save, then run MASTER SYNC.

  • Held items didn't print again: items already held show a light red background and don't print again on the next hold. This is expected.

When it's working: The test print works and the next order prints at the right printer. Any waiting print tasks have been resumed or deleted.

If something goes wrong

Contact support. To save time, tell us:

  • your venue name and which device the printer prints from (Master iPad, Android POS or kiosk)

  • the printer model and connection type

  • what the printer lights show

  • whether the test print works

  • what you have already tried

If the printer looks faulty, our team will check whether it needs replacing. We can't promise a swap, cost or turnaround in chat.

Related articles

Need help?

Email support@nomni.ai or message us from the chat in Nomni Console. Tell us your venue name, the device and what you have already tried.

You can also call 1300 445 483.

Related Articles
Did this answer your question?