--- title: Printer is not printing description: 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. --- [Skip to content](https://support.mosaic-solutions.com/knowledge/printer-is-not-printing.-what-to-do#main-content) English Show submenu for translations [Contact Customer Support](https://support.mosaic-solutions.com/knowledge/kb-tickets/new?hsLang=en) ![Mosaic Full Logo Blue (Transparent).png\]](https://support.mosaic-solutions.com/hs-fs/hubfs/Mosaic%20Full%20Logo%20Blue%20(Transparent).png?height=31&name=Mosaic%20Full%20Logo%20Blue%20(Transparent).png) - [Contact Client Support](https://support.mosaic-solutions.com/helixpaysupport/contactus) Open main navigation Close main navigation - [Contact Client Support](https://support.mosaic-solutions.com/helixpaysupport/contactus) - English Show submenu for translations - [Contact Customer Support](https://support.mosaic-solutions.com/knowledge/kb-tickets/new) - Go to mosaic-solutions.com Go to mosaic-solutions.com We are here to help. - There are no suggestions because the search field is empty. 1. [Mosaic Solutions Support and Help Center](https://support.mosaic-solutions.com/knowledge?hsLang=en) 2. [Mosaic POS](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en) 3. [Basic Troubleshooting](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#basic-troubleshooting) # Printer is not printing ## 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. ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-33-52-4030-AM.png?width=670&height=528&name=image-png-Oct-04-2024-07-33-52-4030-AM.png)     ### 2. Check if the Thermal Paper (roll) has been inserted properly. ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-00-6293-AM.png?width=260&height=347&name=image-png-Oct-04-2024-07-34-00-6293-AM.png) The EPSON 82x can accommodate 76mm to 80mm thermal papers. In this photo, an 80mm roll is inserted.   ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-09-3839-AM.png?width=242&height=322&name=image-png-Oct-04-2024-07-34-09-3839-AM.png) 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).    ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-32-7821-AM.png?width=670&height=382&name=image-png-Oct-04-2024-07-34-32-7821-AM.png)     ### 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)](https://support.mosaic-solutions.com/hc/en-us/articles/19909202655257-Installing-the-POS-Hardware-Printer-Router-Cash-Drawer-POS-device?hsLang=en) - How to Setup Router: [How to Reconfigure or Reconnect the TP-Link Router – Mosaic Help Center (mosaic-solutions.com)](https://support.mosaic-solutions.com/hc/en-us/articles/28048426061593-How-to-Reconfigure-or-Reconnect-the-TP-Link-Router?hsLang=en)     ### Performing Test Print via Mosaic POS (Front End): A. Go to settings by clicking this gear icon. ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-35-6013-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-35-6013-AM.png)     B. Click Printer Settings. ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-37-3117-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-37-3117-AM.png)     C. Locate the printer you wish to troubleshoot and click "Test Print". ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-39-7193-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-39-7193-AM.png)           ### 4. Check Review Printer Settings (Mosaic POS Back Office) - Navigate and login to POS Back Office.[https://admin.mosaic-pos.com/](https://admin.mosaic-pos.com/) - Click this to reveal the labels. ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-41-7023-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-41-7023-AM.png)   - Click "Store Settings" ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-43-7362-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-43-7362-AM.png)   - Click "Printers" ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-46-1121-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-46-1121-AM.png)   - Locate the printer you would like to edit, then click "Edit" ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-48-0365-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-48-0365-AM.png)   - 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. ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-49-9021-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-49-9021-AM.png)   - Select the drop-down to include anything else previously missed ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-52-3291-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-52-3291-AM.png)   - **Review** all checkboxes if properly configured. ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-56-0292-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-56-0292-AM.png)   - When satisfied, click "Update". ![](https://support.mosaic-solutions.com/hs-fs/hubfs/image-png-Oct-04-2024-07-34-58-7983-AM.png?width=670&height=376&name=image-png-Oct-04-2024-07-34-58-7983-AM.png)   - [Mosaic POS](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#main-content) - [Placing Orders and Table Management](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#placing-orders-and-table-management) - [Logging In, Shift Change, Day End](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#logging-in-shift-change-day-end) - [Billing and Payment Processing](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#billing-and-payment-processing) - [Getting Started with your POS](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#getting-started-with-your-pos) - [Basic Troubleshooting](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#basic-troubleshooting) - [Generating Reports](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#generating-reports) - [Menu Management](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#menu-management) - [Integrations](https://support.mosaic-solutions.com/knowledge/mosaic-pos?hsLang=en#integrations) - [Getting Started in Resto iQ](https://support.mosaic-solutions.com/knowledge/getting-started-in-resto-iq?hsLang=en#main-content) - [General Knowledge](https://support.mosaic-solutions.com/knowledge/getting-started-in-resto-iq?hsLang=en#general-knowledge) - [User Management](https://support.mosaic-solutions.com/knowledge/getting-started-in-resto-iq?hsLang=en#user-management) - [Navigation](https://support.mosaic-solutions.com/knowledge/getting-started-in-resto-iq?hsLang=en#navigation) - [Resto iQ Analytics](https://support.mosaic-solutions.com/knowledge/resto-iq-analytics?hsLang=en#main-content) - [Product Reports](https://support.mosaic-solutions.com/knowledge/resto-iq-analytics?hsLang=en#product-reports) - [Sales Reports](https://support.mosaic-solutions.com/knowledge/resto-iq-analytics?hsLang=en#sales-reports) - [General Knowledge](https://support.mosaic-solutions.com/knowledge/resto-iq-analytics?hsLang=en#general-knowledge) - [Other Reports](https://support.mosaic-solutions.com/knowledge/resto-iq-analytics?hsLang=en#other-reports) - [Resto iQ Inventory and Purchasing](https://support.mosaic-solutions.com/knowledge/resto-iq-inventory-and-purchasing?hsLang=en#main-content) - [Resto iQ Inventory - Reports](https://support.mosaic-solutions.com/knowledge/resto-iq-inventory-and-purchasing?hsLang=en#resto-iq-inventory-reports) - [Resto iQ Inventory - My Inventory](https://support.mosaic-solutions.com/knowledge/resto-iq-inventory-and-purchasing?hsLang=en#resto-iq-inventory-my-inventory) - [Resto iQ - Purchasing](https://support.mosaic-solutions.com/knowledge/resto-iq-inventory-and-purchasing?hsLang=en#resto-iq-purchasing) - [Resto iQ Inventory - My Ingredients](https://support.mosaic-solutions.com/knowledge/resto-iq-inventory-and-purchasing?hsLang=en#resto-iq-inventory-my-ingredients) - [Resto iQ Inventory - Menu Items](https://support.mosaic-solutions.com/knowledge/resto-iq-inventory-and-purchasing?hsLang=en#resto-iq-inventory-menu-items) - [Mosaic Analytics](https://support.mosaic-solutions.com/knowledge/mosaic-analytics?hsLang=en) - [Mosaic Inventory v2](https://support.mosaic-solutions.com/knowledge/mosaic-inventory-v2?hsLang=en) - [Mosaic Purchasing v2](https://support.mosaic-solutions.com/knowledge/mosaic-purchasing-v2?hsLang=en) - [Mosaic Back Office v2](https://support.mosaic-solutions.com/knowledge/mosaic-back-office-v2?hsLang=en) - [Contact Client Support](https://support.mosaic-solutions.com/helixpaysupport/contactus) [![Chill listening crop-3](https://support.mosaic-solutions.com/hs-fs/hubfs/Mosaic%20Circle%20M%20Icon%20Blue-2.png?width=24&height=24&name=Mosaic%20Circle%20M%20Icon%20Blue-2.png "Chill listening crop-3")](http://mosaic-solutions.com) Mosaic Solution Support and Help Center Copyright © 2026, Mosaic Solutions