- Clearing Pending Print Jobs
- Perform a Self-Test
- Other Troubleshooting Steps
- Install any Latest Firmware Updates
-
Resetting to Factory Default (if All Else Fails)
- Tickets Printing with Creases or Text is Cutoff or Misaligned
Clearing Pending Print Jobs
You can clear pending print jobs for a printer. To do so, complete the following steps:
- On Touch Admin, click Hardware Devices > Printers. The Printers screen appears with a list of existing printers.
- Click the Clear Pending button for the printer whose print jobs you want to clear.
- The print jobs are cleared and a confirmation message appears at the top of the screen.
Perform a Self-Test
Performing a self-test will reboot the printer and reconnect it to the network. To perform a self-test:
- Turn off the printer.
- Hold the Feed button down while turning the printer on. Keep holding the Feed button until the status report begins to print. The status report will be two tickets, and the second ticket may take a minute before printing.
- If the self-test does not resolve the issue, see Other Troubleshooting Steps below.
Other Troubleshooting Steps
If performing a self-test did not resolve the issue, try or check the following:
MAC Address in Touch Admin is Correct
Ensure the MAC address for the printer is correct in Touch Admin. See Installing and Configuring a Star Micronics Printer > Register the Printer in Touch Admin.
Printer Associated with Correct KMS Station
Ensure the printer is associated with the desired KMS food preparation station. See Editing a KMS Station.
Printer Associated with Correct POS Location
If you have the POS module, then ensure the printer is entered for the POS location; contact MealSuite support or your customer success manager (CSM) to do so. If you are an internal MealSuite support worker or CSM, see the following see Setting Up a POS Location in a Facility > Creating Payment Locations and Selecting Printers.
Install any Latest Firmware Updates
Follow the steps below to check if the latest firmware updates are installed on the printer, which is done by accessing the printer settings using your web browser. To access the printer settings on your web browser, you will require the printer’s IP address, which is obtained by following the first two steps below.
- Turn off the printer.
- Hold the Feed button down while turning the printer on. Keep holding the Feed button until the status report begins to print. The status report will be two tickets, and the second ticket may take a minute before printing. The IP address is listed at the bottom of this second ticket.
- Open a web browser from the same network as the printer, and enter the printer’s IP address in the URL address bar. The Star web UI screen appears.
- Click Login and enter the username root and the password public.
Note: If you are prompted to enter a new password, just type public. - Select Firmware Updates from the left navigation pane and check for updates. If there are any updates, download and install as per the onscreen instructions.
Resetting to Factory Default (if All Else Fails)
If the above troubleshooting steps fail to resolve issues, then a reset to factory default will be required. The instructions to do so can be found on the STAR support site via the following "Ethernet Printers using the HE07/08 Interface" instructions on the following page: https://starmicronics.com/help-center/knowledge-base/how-to-reset-a-star-micronics-ethernet-or-wi-fi-printer/.
For your convenience, the instructions are also rewritten below:
- Ensure the printer is powered on.
- Located on the back of the printer is the SW push switch (first screenshot below). Using the end of a paper clip, press and hold the SW push switch until both NIC (Network Interface Card) LEDs start blinking (second screenshot below) and then immediately release the SW push switch. Both NIC LEDs should now be solid.
- Press and hold the SW push switch one more time until both NIC LEDs turn off, and then release the SW push switch.
- Wait until both NIC LEDS come back on, and, depending on the printer model, the printer might make a clicking sound.
- Your next steps are to re-connect the printer to the MealSuite server by completing the steps below.
Re-Connect Printer to MealSuite Server
With the printer reset to factory default, you will have to re-connect the printer to the MealSuite server, which is done by accessing the printer settings using your web browser. To access the printer settings on your web browser, you will require the printer’s IP address, which is obtained by following the first two steps below.
Note: When the printer is reset to factory default, the printer may receive a new IP address; therefore do not rely on any former IP address you may have previously obtained.
- Turn off the printer.
- Hold the Feed button down while turning the printer on. Keep holding the Feed button until the status report begins to print. The status report will be two tickets, and the second ticket may take a minute before printing. The IP address is listed at the bottom of this second ticket.
- Open a web browser from the same network as the printer, and enter the printer’s IP address in the URL address bar. The Star web UI screen appears.
- Click Login and enter the username root and the password public.
Note: If you are prompted to enter a new password, just type public. - Select CloudPRNT from the left navigation pane.
- From the CLOUDPRINT Service drop-down, ensure ENABLE is selected.
- Based on your database (i.e., domain), enter the appropriate URL in the Server URL field:
dineOS: https://myusuite.touch.mealsuite.com/api/print/v1/print_jobs
Synergy: https://synergy.touch.mealsuite.com/api/print/v1/print_jobs
Revera: https://revera.live.menustreams.com/api/print/v1/print_jobs
MealSuite: https://mealsuite.touch.mealsuite.com/api/print/v1/print_jobs - In the Polling time (Sec) field, enter 1 second.
- Select Save.
- Select Save → Restart device option.
- Click Execute.
Tickets Printing with Creases or Text is Cutoff or Misaligned
Tickets are printing with creases or the text is cutoff or misaligned.
Open the printer and realign the roller by rotating the roller wheel.
Ensure the paper roll support bar is not stuck by pushing it down and having it spring back up.
On the right inside of the open printer, ensure the two sensor switches are not stuck by pushing them in and having them spring back out.