If your printer is not printing, there are multiple factors we need to check. Follow this Quick Reference Guide on how to troubleshoot and get it working as soon as possible.
1. Check if the printer is plugged properly
There are 3 ports to connect the following devices: Router, Cash Drawer, and Power Cable. Check for loose connections.
2. Check if the Thermal Paper (roll) has been inserted properly.
The EPSON 82x can accommodate 76mm to 80mm thermal papers. In this photo, an 80mm roll is inserted.
Make sure to leave a small portion of the roll protruding when you close the lid.
3. Check if the printer is connected to the TP-Link Wireless Router.
All hardware/devices must be connected to the same network in order for it to function properly.
In this diagram, you will see that the router is the central hub for all of the hardware/devices for the POS to function properly. Everything must be connected to the router, and only the router is connected to the ISP (Internet Service Provider).
Common mistakes regarding the network connection:
- The TP-Link Router was configured to connect to "Internet A" but upon operation, user is trying to connect the POS Device/Tablet to another network.
- User is trying to connect the POS Device directly to the ISP.
- Router and Printer does not share the same IP Address. The router and the printer must have the same IP address, unlike the next point:
- Router and ISP shares the same IP Address. The TP-Link router must have a separate/different IP address relative to the ISP.
- Do not change the internet connection once configured. If you change internet/WiFi connection, you will have to set up the IP address again.
Related QRGs:
- How to Setup Printer: Installing the POS Hardware (Printer, Router, Cash Drawer, POS device) – Mosaic Help Center (mosaic-solutions.com)
- How to Setup Router: How to Reconfigure or Reconnect the TP-Link Router – Mosaic Help Center (mosaic-solutions.com)
Performing Test Print via Mosaic POS (Front End):
A. Go to settings by clicking this gear icon.
B. Click Printer Settings.
C. Locate the printer you wish to troubleshoot and click "Test Print".
4. Check Review Printer Settings (Mosaic POS Back Office)
- Navigate and login to POS Back Office.https://admin.mosaic-pos.com/
- Click this to reveal the labels.
- Click "Store Settings"
- Click "Printers"
- Locate the printer you would like to edit, then click "Edit"
- Check if the Product Category of the Menu Item you're printing is included in this list. In this example we can see "Food, Beverage, Open" enabled.
This means, this printer can print all orders of menu items under these product categories. Non-listed categories will not be included.
- Select the drop-down to include anything else previously missed
- Review all checkboxes if properly configured.
- When satisfied, click "Update".
