--- schema_version: "1" id: 2812e87396832f38393d59c8a3c473adfeb392c3a3aa33fdde92196f181c0b23 title: Star Micronics Printer 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_star_printer_troubleshooting.md canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_printer_troubleshooting.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 46cb4af6cff1a5d0e455186717b744fae51c02cf1b116df000a6215a99f3b505 description: Address common issues with your Star Micronics printer in Point of Sale and get it working again. products: - Commerce release: "264" --- # Star Micronics Printer Troubleshooting Address common issues with your Star Micronics printer in Point of Sale and get it working again. This article is organized by the issues that have been reported over the last few years. Each issue is discussed in a separate section. The title of the section describes the issue. The bullets underneath specify the symptom to check, and each symptom contains the steps to perform to bring the hardware back to function. For Epson printer setup guides, refer to: - [Star Printer Setup Guide](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_micronics_printer_setup.htm&release=264.0.0&type=5 "Connect Star Micronics mC-Print3 printers to your POS app to print receipts. Make sure your Point of Sale (POS) app meets the minimum build requirement before you configure app settings in the CMS.") - [Star mPop Setup Guide](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_mpop_setup.htm&release=264.0.0&type=5 "Connect the Star mPOP receipt printer to your iPad via Bluetooth to print receipts. In Point of Sale CMS, configure the register by selecting Star mPop as the model and Bluetooth as the connection type.") For a comprehensive list of supported printer models, refer to [Supported Hardware.](https://help.salesforce.com/s/articleView?id=commerce.rt_hw_supported.htm&release=264.0.0&type=5 "Point of Sale on iOS provides certified support for terminals, iPad stands, barcode scanners, printers, and cash drawers.") The recommended firmware version is 3.1 and greater. ## Troubleshooting Process Guidelines After you follow the steps described for your symptom, if the issue isn't resolved, it is 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 may cause a wrong app config to be downloaded - Check the register settings for the correct printer type and connection type ## Common Star Micronics Printer Issues and Resolution Steps Resolve common issues with Star printers in Point of Sale by reviewing error messages and following troubleshooting steps. ### Star Printer Stays Connected in 1:N Topology If a register is configured as an mPOS, the printer retains the connection to the selected printer. This prevents other mPOS from connecting to the same printer. Currently, there's no resolution for this. Salesforce is working on a fix to address this limitation in the upcoming releases. ### Modern POS in Background but Nothing Happens Star printers don't support any functionality while ‌Modern POS is in the background. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/images/icon_important.png) Important Keep the Modern POS in the foreground while performing all actions. ### USB Scanner Not Scanning Products 1. Check if the printer is shown in the device manager 1. If you don't see it, follow the steps to connect the printer in the [Star Printer Setup Guide.](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_micronics_printer_setup.htm&release=264.0.0&type=5 "Connect Star Micronics mC-Print3 printers to your POS app to print receipts. Make sure your Point of Sale (POS) app meets the minimum build requirement before you configure app settings in the CMS.") 2. Scanner laser is off 1. Replace the USB scanner. 3. Check the register settings in CMS 1. Make sure that the scanner's connection type is USB. ### Cash Register Not Opening 1. Check if printer is shown in the device manager 1. If you don't see it follow the steps to connect the printer in the [Star Printer Setup Guide.](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_micronics_printer_setup.htm&release=264.0.0&type=5 "Connect Star Micronics mC-Print3 printers to your POS app to print receipts. Make sure your Point of Sale (POS) app meets the minimum build requirement before you configure app settings in the CMS.") 2. Check the cash register cable to the printer 1. The cable ends are marked and are ‌connected correctly. 2. APG cash drawers and Star Micronics cash drawers work with different cables. Make sure the correct cable is used. 3. Check the register settings in CMS 1. "Disconnected" cash drawer setting will disable cash register operations. 4. Make sure drawer isn't locked or broken ### Printer Not Shown in Device Manager 1. Check if the iPad is connected to the iPad (2.4A) USB port of the printer 1. Use an Apple genuine cable. 2. iPad Pro can't be powered via Star USB port. Connect to the printer via IP and charge the iPad from the power source. 2. Check the register settings in CMS 1. The correct printer should be selected on the CMS. For this setup to work, it should send mC-Print3 or TSP650 series. 2. The connection type should match the connection iPad is using. 3. Connection type is set to Bluetooth 1. Make sure another printer is bound to the bluetooth printer. 2. Unpair by tapping "Forget this device" in the currently connected iPad and retry pairing. 4. Connection type is set to IP 1. Check the local IP address of both the iPad and printer. The first three numbers in the IP address should match. 2. Check the firewall and routing restrictions. Communication may be blocked between these two network addresses. 3. Run one of the Star apps on your iPad, refer to [Star App Store Apps](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_printer_troubleshooting.htm&release=264.0.0&type=5 "Address common issues with your Star Micronics printer in Point of Sale and get it working again."). The utility discovers the printer. You can verify the printer's operations in the utility. 4. Make sure your printer and iPad are on the same network subnet. ### Printer Not Connected in Device Manager 1. Not connected via Bluetooth 1. If you don't see the printer isn't listed in **Settings > Bluetooth** (or) the printer is listed in **Other Devices** but not able to connect by tapping on it. The printer is connected via USB and won't be listed in Bluetooth settings. 2. Not connected via USB 1. Check if the iPad is connected to the printer via lightning cable. 2. Plug the USB into the USB port on the printer, which is allocated for the iPad. You will see a label iPad 2.4 V on the printer. 3. The charging symbol on the battery icon will show up in the top right-hand corner of the iPad. 4. Manually removing the USB cable will clear the printer Device Manager auto-connects to. ### Received Printer Port Error or Failed to Open Port on iPad When Printing This issue is caused if the connection broke as Modern POS attempted to issue commands to the printer. 1. Check if printer has power 1. The blue LED light next to the circular power button on the printer appears. 2. If not, make sure the printer is plugged in and the power strip or plug point has power. 2. If you have a connected cash drawer, make sure it's closed 3. Test the printer using one of the Star apps; see [Star App Store Apps](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_printer_troubleshooting.htm&release=264.0.0&type=5 "Address common issues with your Star Micronics printer in Point of Sale and get it working again.") 4. Reset in the Device Manager 1. Unplug the cable from the iPad. 2. Go to the **Device Manager** screen and remove the printer by selecting the trash can. 3. Go back to the home screen. 4. Plug the lightning cable back into the iPad. 5. Reload the **Device Manager** screen. 6. The printer screen appears(starting with MC3... or TSP…) 7. **Tap to Connect**. 8. After you connect, a blue check mark appears next to the printer. 9. If you don't see the blue check mark, [star over](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_printer_troubleshooting.htm&release=264.0.0&type=5 "Address common issues with your Star Micronics printer in Point of Sale and get it working again.")‌ it. ### Printing but No Printout This issue is caused if the connection broke as Modern POS attempted to issue commands to the printer. #### Printer Prints Receipt but Continues to Print With Blank White Paper / Cash Drawer Pops Open After a Credit Card Transaction In this case, set the thermal paper correctly. Check for jammed paper by opening the lid and making sure the paper is rolled neatly and try again. If this doesn't work, reset the printer as per the previous instructions. ### Other Printed Errors This issue is caused if the connection broke as Modern POS attempted to issue commands to the printer. 1. Red LED Showing on Front of Printer 1. Make sure the paper lid is properly closed. 2. Printer Paper Jammed Error 1. Open the printer's front lid by pulling the lid on the left. Remove the paper roll, roll the paper nicely, and insert the roll back into the printer. 3. Printer Out of Paper Error 1. Open the printer's front lid by pulling the lid on the left. Remove the spool from the last paper roll. Place the paper roll and close the lid‌. Refer to the section, [setting up the printer](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_printer_troubleshooting.htm&release=264.0.0&type=5 "Address common issues with your Star Micronics printer in Point of Sale and get it working again.") for proper paper placement. 4. No LED lights on Front of Printer 1. The printer isn't receiving any power. Make sure to plug in the power cord and double-check if it is connected to the back of the printer. 5. Unable to Print via IP 1. Check the printer's IP address via the Star Printer self-test. To do this, hold the feed button down while turning the printer on. An IP address will show. 2. Make sure the printer and the device being used to print are on the same local network. As Salesforce doesn't have visibility on this, someone on-site is needed to make sure of this. 3. Test the printer using one of the Star apps, see [Star App Store Apps](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_printer_troubleshooting.htm&release=264.0.0&type=5 "Address common issues with your Star Micronics printer in Point of Sale and get it working again."). 4. If all else fails, try to reset the printer and retest. Instructions can be found [here](https://www.star-m.jp/products/s_print/mcprint3/manual/en/settings/initializingNetwork.htm). 6. Not Connected Printer Error Message 1. Go to the Device Manager screen in the **Hamburger Menu**. 2. You will find this under the printer section on the **Device Manager** screen. 3. Check if there's a blue checkmark in front of the printer entry. If not, tap on the printer entry. Make sure you see the blue checkmark before proceeding. 7. "Connection Failed" is showing in Device Manager 1. For IP-connected printers, check the printer's IP address via the Star Printer self-test. To do this, hold the feed button down while turning the printer on. An IP address will show. 2. Make sure the printer and the device being used to print are on the same local network. As Salesforce doesn't have visibility on this, someone on-site is needed to make sure of this. 3. Test the printer using one of the Star apps, see [Star App Store Apps](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_star_printer_troubleshooting.htm&release=264.0.0&type=5 "Address common issues with your Star Micronics printer in Point of Sale and get it working again."). 4. If all else fails, try to reset the printer and retest. Instructions can be found [here](https://www.star-m.jp/products/s_print/mcprint3/manual/en/settings/initializingNetwork.htm). 8. Cash Drawer is Already Open, Please Close and Retry 1. Your cash drawer has been determined to be open if the POS attempted to open it. Make sure it is always closed before using it. ## Star App Store Apps Confirm that your device on which you use the Point of Sale (POS) app supports the Star App to which you want to connect. Consider updating your firmware version so you have access to the latest features. ### Star Quick Setup Utility (Recommended) Any MCP3x series printers with firmware 3.1 or higher: 1. Download and install the [Star Quick Setup Utility](https://apps.apple.com/gb/app/star-quick-setup-utility/id1549088652) app from the App Store. 2. Tap **Selected Printer** at the top and select your printer. 3. Under **Printer Operation Check**, select **Printer Test** to verify printing functionality. 4. Select **back** and tap **Printer Status**. Verify there are no errors to address. 5. Select **back** to **Printer Operation Check**, followed by **Back** again to **Home**. 6. Next under **Top Menu** select **Start Guide** and tap **Check Available Functions** under **Printer Diagnosis**. 7. Under **Support Interface Information**, verify the interface you want to connect to the Modern POS is supported for your device. 8. Consider updating your firmware version by tapping **Update Firmware** in the lower right corner. ### Star PRNT SDK Any MCP3x/TSP650 series printer: 1. Download and install the [Star PRNT SDK](https://apps.apple.com/gb/app/star-quick-setup-utility/id1549088652https://apps.apple.com/us/app/starprnt-sdk/id569792039) app from the App Store. 2. Under **Destination Device** at the top, select your printer. 3. Under **Printer**, tap **Sample**, your choice of language and **Text Receipt**. Your printer prints a sample receipt. Select back. 4. Under **Device Sample**, tap **Sample** and validate that your device is working properly. An older printer firmware doesn’t prevent you from printing, but in some cases, you can have features missing. As an example, the SteadyLAN feature isn't accessible before firmware 2.3. To update, use the [Star Quick Setup Utility](https://apps.apple.com/gb/app/star-quick-setup-utility/id1549088652) app.