---
schema_version: "1"
id: 8930700740f8acdbac83fe94097e7b74e8baa2624c31b7f33f03adc3921f5953
title: Star mPop Hardware Troubleshooting
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/rt_cms_hardware_mpop_troubleshooting.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_mpop_troubleshooting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4d38fca4be0c8ae116c145bda501ddac1ae9e2d72c263af14fd31b2f471a8176
description: Resolve iPad and printer connectivity issues by ensuring proper power, Bluetooth connections, and Device Manager settings in Point of Sale.
products:
  - Commerce
release: "264"
---
# Star mPop Hardware Troubleshooting

Resolve iPad and printer connectivity issues by ensuring proper power, Bluetooth connections, and Device Manager settings in Point of Sale.

## Printer isn't listed in Settings > Bluetooth (or) the printer is listed in Other Devices but not able to connect by tapping on it

1. Make sure the printer is powered ON.
2. The printer can be paired with another iPad. Make sure to disconnect and Forget Device on the other connected iPad and try again.
3. If the previous step doesn’t work, follow these steps:
    1. Delete the printer if listed in Bluetooth settings by choosing **Disconnect** and **Forget this Device**.
    2. Power OFF the printer with the power switch on the side of the printer.
    3. Press the Bluetooth red reset button (RST) (1) below the printer and power ON using the button on the side (2) simultaneously. ![Turn off and back on the printer](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/retail/images/rt_cms_hardware_reset_mpop_prntr.png)
4. The initialization starts with the blinking lights on the top of the printer and completes after the LED light blinking stops.
5. Power OFF the printer and restart the iPad.
6. Power ON the printer and start the Bluetooth pairing process again in iPad.

## Printer is seen paired in Settings > Bluetooth but not listed in Device Manager

1. Go to **Home** > ![The hamburger menu where you go to choose a printer](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/retail/images/rt_cms_hardware_hamburger_mewnu.png)\> **Choose Printer** and make sure the Star printed is selected.
2. Make sure another Star printer is not connected to the iPad by USB. The app doesn’t look for a printer by Bluetooth if there's a printer connected to the iPad by USB. Disconnect the printer connected via USB and try again. _Check Star ID numbers._
3. If it still doesn’t get detected, relaunch the app.