Epson Printer Troubleshooting

For Epson printer setup guides, see Epson IP Printer Setup and Epson Bluetooth Printer Setup.

For Epson Fiscal printers, see Epson FP90 Italy Fiscalization.

For a comprehensive list of supported printer models, see Supported Hardware.

Prerequisites

• Modern POS App build: 7.1.0 or later
• Platform Support: iPhone & iPad
• Offline Support: yes
• Connection Type: IP and Bluetooth Only

Troubleshooting Process Guidelines

After you follow the steps described for your symptom, if the issue isn't resolved, it’s recommended to go through these steps to get the hardware back to function.

• Start Fresh

  • Reboot the iPad

  • Relaunch the POS app

  • Power cycle the printer

• Check App Config Settings in CMS
  • Check and verify the iPad region in your iPad settings. This can cause a wrong app config to be downloaded.
  • Check the register settings for the correct printer type and connection type
  • Validate Epson printer is enabled in CMS. This can be done by going to CMS > Apps > All.
    • Edit the selected app config and go to Modules > Peripherals.
    • Enable the flags: Epson Printer and Requires Printer for Receipts.

Issues and Resolution

The sections below contain issues that you may experience and steps to resolve those issues.

Device Manager Unable to Discover IP Printer

If this occurs, valudate that your device has enabled Local Network access. To do this, go to Settings > Privacy > Local Network and make sure Modern POS is turned on.

After that, validate that your printer and your device are on the same network. To do this, on the back of your printer, press and hold the SW button with a pen for two seconds. Your printer will print a status report. Then on your device, go to Settings > Wi-Fi > I (next to your connected network). Make sure the Subnet Mask and DNS/Router match.

Unable to Print Entire Receipt

The maximum number of lines Epson printers can print in a single receipt is 650. If using Receipt Layouts, consider consolidating printed rows.

Miscellaneous

If you can’t resolve your issue, confirm that you can connect to your printer. To do this, download the Epson TM Printer Utility and make sure you can connect your printer. This allows you to see any printers on your network after the iPad, iPod, or iPhone app is running on your network. You can see the details of the device and use this to connect your printer to the POS application.

ARP Broadcast Filtering for SSID

Verify if ARP Broadcast Filtering is enabled and turn it off so that Epsom IP Printers can be discovered.

If you want to turn off ARP Broadcast Filtering for the whole store, we suggest setting up a special SSID for the register and its devices (printers, card readers, and so on) and turning off ARP Broadcast Filtering only for this SSID.

If nothing works, share the printer troubleshooting logs with Salesforce Customer Support.