Who is this for?
StoreHub merchants experiencing problems with their receipt or kitchen printers, including issues with printing, connectivity, blank receipts, or duplicated dockets.
Overview
This comprehensive guide helps you diagnose and fix common problems with your StoreHub printers. It covers issues like printers not being found, not printing, printing blank pages, or printing duplicates. You'll also learn how to perform feed tests and reset your printer settings for various models (XPrinter, Star, Epson).
Before You Begin
Ensure your printer is powered on.
Check that there is enough receipt paper loaded correctly.
Verify all cables (power, LAN, USB) are securely connected.
Confirm your POS device is connected to the correct Wi-Fi network (for LAN/Bluetooth printers).
Ensure you are using a StoreHub-compatible printer model.
Video Guides
Printer Not Printing (But Can Be Searched)
Printer Not Printing (But Can Be Searched)
English
English
Chinese
Chinese
Printer Not Found / Unable to Search
Printer Not Found / Unable to Search
iPad POS
iPad POS
English
English
Chinese
Chinese
Android POS
Android POS
English
English
Chinese
Chinese
Printer Printing Blank Receipts/Dockets
Printer Printing Blank Receipts/Dockets
English
English
Chinese
Chinese
Printer Printing Duplicated Receipts/Dockets
Printer Printing Duplicated Receipts/Dockets
English
English
Chinese
Chinese
Performing Feed Test
Performing Feed Test
iPad POS
iPad POS
English
English
Chinese
Chinese
Android POS
Android POS
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English
Chinese
Chinese
Resetting and Configure Your Printer
Resetting and Configure Your Printer
iPad POS
iPad POS
English
English
Chinese
Chinese
Android POS
Android POS
English
English
Chinese
Chinese
Step-by-Step Guide
Printer Not Printing (But Can Be Searched)
If your printer appears in the StoreHub app but isn't printing receipts or kitchen dockets:
1. On your POS Register, tap 'Settings', then tap 'Printer'.
2. Select your printer from the list.
3. Ensure 'Receipt Printing' is toggled 'ON'. If it's a kitchen printer, ensure it's assigned to the correct printing task (e.g., 'Kitchen', 'Bar').
4. Tap 'Print Test Receipt'.
Note:
If your kitchen dockets are not printing, ensure you have set up your kitchen printers in the BackOffice and assigned products to them. Refer to the FAQs for more details.
Printer Not Found / Unable to Search
If your printer does not appear when you tap 'Search Printers' in the StoreHub app:
1. Ensure both your printer and StoreHub router are powered 'ON'.
2. Check the printer's error light. If it's red or blinking, refer to the 'Identifying Printer Error Lights' section below.
3. For LAN Printers:
a. Ensure the LAN cable is securely connected from your StoreHub router's 'LAN' port to your printer's 'LAN' port.
Note:
Do not connect LAN cable to WAN port
b. Check that the status lights (green and orange) on the printer's LAN port are 'ON' or blinking. This indicates network activity.
c. Ensure your POS device is connected to the same StoreHub Wi-Fi network as the printer.
Note:
If you're uncertain about the Wi-Fi password, please don't hesitate to contact our Customer Care team via live chat.
d. For iPad POS:
Go to your iPad's 'Settings', scroll down and tap 'StoreHub', then toggle 'Local Network' to 'ON'.
4. For Bluetooth Printers (iPad Only):
a. Go to your iPad's 'Settings', then tap 'Bluetooth'.
b. If your printer is listed, tap the blue 'i' icon next to its name, then tap 'Forget This Device'.
c. Turn off your printer, then turn it back on.
d. Hold the 'Pair' button on the printer until the light turns blue.
e. On your iPad, re-pair with the printer from the Bluetooth settings.
f. Once it says 'Connected', proceed to search in the StoreHub app.
5. Force quit the StoreHub POS app (double-tap the home button on iPad or swipe up from the bottom on Android, then swipe the app upwards to close it).
6. Re-open the StoreHub POS app.
7. Go to 'Settings', then tap 'Printer', and tap 'Search Printers'.
8. Your printer should now appear on the list. Tap its name and then tap 'Print Test Receipt'.
Printer Printing Blank Receipts/Dockets
If your printer is printing blank paper:
1. Ensure you're using thermal receipt paper:
Scratch both sides of the paper with your fingernail.
The side that turns dark is the thermal side.
If neither side darkens, you are not using thermal paper. Replace it with a fresh roll of thermal paper.
2. Ensure thermal receipt paper is facing the correct way:
The thermal (darkening) side of the paper must face upwards towards the printer's printhead when loaded.
3. Ensure your thermal printhead is clean:
Open the printer cover and check for any dust or debris on the thermal printhead (the part that heats up to print).
Gently wipe the thermal printhead with a dry, lint-free cloth. Do not use tissue or a damp cloth.
Check for any blockages along the paper path.
4. Check App and Hardware Settings:
Verify there is sufficient paper loaded in the printer.
If using a Bluetooth printer, temporarily disable Bluetooth on any other connected devices to avoid conflicts.
Power off the printer and unplug it from the wall. Wait 3-5 minutes, then reconnect and power it on. Avoid using extension cables if possible.
Open the StoreHub app, navigate to 'Settings' > 'Printers' > 'Search Printer', and select the correct printer. Toggle on the receipt option.
5. Perform a Self-Test Feed:
Power off the printer.
Hold down the 'Feed' button and power the printer back on.
Keep holding the button for about 2 seconds, then release it.
A test receipt should print after a few seconds. If no receipt prints, this may indicate a hardware issue.
Note:
Holding the button for longer than 3 seconds may reset the printer settings.
6. Ensure your printer is placed in a correct environment:
Your printer should be in a dry environment. Avoid areas with high humidity or elevated temperatures.
Printer Printing Duplicated Receipts/Dockets
If your printer is printing multiple copies of receipts or kitchen dockets:
1. Ensure printers are correctly added and assigned in BackOffice Settings:
Log in to your StoreHub BackOffice.
Go to 'Settings', then tap the 'F&B' tab.
Scroll down to 'Kitchen Printers'. Enter the names of your kitchen printers in the columns, then tap 'Save'.
Go to 'Products', then select a product.
On the product page, scroll down to the 'Kitchen Printer' section.
Select the correct printer(s) for that product.
Tap 'Save'.
Note:
You can set a preferred printer as the default for all products at once if needed.
2. Ensure printers are toggled 'ON' correctly on POS registers:
On your POS register, ensure your settings are synced.
Go to 'Settings', tap 'Printer', then tap 'Search Printers'.
Tap on the desired printer.
Toggle 'Receipt' and 'Kitchen' printing tasks 'ON' or 'OFF' according to your needs.
Go back to the previous page and ensure 'Always Print Receipt' is toggled 'ON' only if you want a receipt for every transaction.
3. Ensure your main POS register is assigned (for Beep Delivery users):
Log in to your StoreHub BackOffice.
Go to 'Online Orders', then select 'Beep Delivery'.
On the 'Store Settings' tab, select your store.
On the 'Edit Store' page, tap the 'Sell Online' tab.
Under 'Assign Main Register', choose the specific POS register at your store that handles Beep Delivery orders.
Tap 'Save'.
4. Ensure accepted/completed Beep QR / Beep Delivery orders are not in 'New Order' status:
On your POS Register, go to 'Transactions', then select the 'Online' tab.
Check the status of your Beep QR / Beep Delivery orders.
If an accepted/completed order is still showing 'New Order' status and has already printed kitchen dockets, tap the three dots ('...') button in the top right corner and select 'Send to Kitchen' to update its status.
Fixing 'Wrong Routing' (Food orders going to the Bar)
If your 'Drink' orders are printing in the 'Kitchen' (or vice versa), your 'Product Assignment' is incorrect.
1. Go to your 'BackOffice' and click on 'Products'.
2. Select the 'Product' that is printing at the wrong location.
3. Scroll to the 'Kitchen Station' section.
4. Select the 'Station' it's supposed to route to.
5. Click 'Save' and 'Sync' your POS app to apply the changes.
Performing a Feed Test
A feed test helps check your printer's network connection and status.
1. For XPrinter (LAN) and Android Built-In Printers:
Switch off the printer.
Hold down the 'Paper' button (or 'Feed' button) and turn on the printer at the same time.
Hold the button for 2 seconds before releasing it.
After a few more seconds, a feed test receipt will print.
2. For Star LAN Printer (TSP600 / 650):
Turn off the printer.
Press and hold the 'Feed' button, then switch on the printer.
Let go of the 'Feed' button after the 'Ready' indicator light starts blinking.
The feed test result should print.
3. Understanding Feed Test Information:
Combination A: Printer is still connected.
The feed test receipt shows an IP Address like '10.1.2.x' or '10.1.8.x' and 'Net DHCP: Disabled/Enabled'.
If you still can't find your printer in the StoreHub POS App:
Restart your printer (turn it 'OFF' and 'ON' again).
Open your StoreHub POS app, search for the printer, and try to print a test receipt.
If still unable to search, proceed to 'Resetting and Reconfiguring Your Printer' below.
Combination B: Printer has been reset and lost connection.
The feed test receipt shows an IP Address of '192.168.123.100' and 'Net DHCP: Enabled OR Disabled'.
If this is the case, you need to proceed to 'Resetting and Reconfiguring Your Printer' below.
Resetting and Reconfiguring Your Printer
If basic troubleshooting doesn't work, you may need to reset your printer to its factory settings and reconfigure its network connection.
XPrinter (LAN) Reset & Reconfigure (iPad & Android)
Note:
These steps do not apply to the Q838L printer model.
1. Resetting the Printer:
Turn 'OFF' the printer.
Hold the 'Feed' button at the top of the printer.
While holding the 'Feed' button, turn 'ON' the printer.
Keep holding the 'Feed' button until you hear two "beep" sounds, then release it.
A feed test slip will print. Check for 'IP Address: 192.168.123.100' and 'Net DHCP: Disabled' to confirm the reset.
Note:
If your feed test result is not printed, repeat Steps 1 & 2 until the Feed test slip is printed out.
2. Configuring IP Address (Temporary for POS Device):
For iPad:
Go to iPad 'Settings'.
Tap on your designated Wi-Fi network, then tap the 'ⓘ' (information) icon.
Scroll down and tap 'Configure IP', then tap 'Manual'.
Edit the information:
'IP Address': 192.168.123.2
'Subnet Mask': 255.255.255.0
Tap 'Save'.
For Android:
Go to Android 'Settings'.
Long press on your Wi-Fi network name, then tap 'Modify Network'.
Tap 'Advanced Option'.
Scroll down to 'IP Settings' and tap 'Static'.
Edit the information:
'IP Address': 192.168.123.2
'Gateway': 192.168.123.1
Tap 'Save'.
3. Configuring Printer (via Web Browser):
On your POS device's web browser (Safari for iPad, Chrome for Android), type '192.168.123.100' into the address bar and press 'Search'. This will open the XPrinter Configuration page.
Tap 'Configuration' (usually on the top left).
Select 'DHCP Client' and tap 'Save'.
Tap 'Restart'. You should hear a beep sound from the printer.
Note:
If you fail to reach the configuration page, ensure that the:
Hardware is connected properly to router
Ensure you have reset your printer correctly
Key in the correct IP address under Configure IP
Check LAN cable if both the Red and Green lights are flashing; you may also try connecting your LAN cable to another LAN Port on the router
4. Reconfiguring POS Device IP to Automatic:
For iPad:
Go back to iPad 'Settings'.
Tap on your designated Wi-Fi network, then tap the 'ⓘ' icon.
Scroll down and tap 'Configure IP', then tap 'Automatic'.
Tap 'Save'.
For Android:
Go back to Android 'Settings'.
Long press on your Wi-Fi network name, then tap 'Modify Network'.
Tap 'Advanced Option'.
Scroll down to 'IP Settings' and tap 'DHCP'.
Tap 'Save'.
5. Final Test:
Force quit the StoreHub app and reopen it.
In the app, go to 'Settings', tap 'Printer', and tap 'Search Printer'. You may need to search a few times.
Once found, toggle 'Receipt Printing' 'ON' and tap 'Print Test Receipt'.
Star LAN Printer Reset (TSP100/143 & TSP600/650)
1. How to Reset a TSP100 / TSP143 LAN Printer (Paper Hatch Method):
Turn your printer 'OFF'.
Open the paper hatch and leave it open.
With the paper hatch open, hold down the 'Feed' button.
Keep holding the 'Feed' button while you turn 'ON' the printer.
Continue holding the 'Feed' button until the 'Ready' and 'Error' lights start to blink blue and red.
When the lights blink, release your finger from the 'Feed' button and then close the paper hatch.
The 'Ready' light should turn blue.
Turn 'OFF' the printer, then turn it 'ON' again.
On the StoreHub app, go to 'Settings', 'Printer' then click on 'Search Printer' until you find the printer name (usually 'TSP143' etc.). You may need to try a few times.
2. How to Reset a TSP100 / TSP143 LAN Printer (DIP Switch Method):
You will need a screwdriver. Unscrew the rectangular panel at the bottom center of the printer.
You will see four numbered switches.
If the switches are facing different directions, move them all 'DOWN' (away from the numbers) and try to search for the printer in the StoreHub app.
If that doesn't work, try moving all the switches 'UP' (next to the numbers) and try searching again.
Turn the printer back to its upright position.
Ensure the power switch is still 'OFF'. Plug the printer into the wall socket and ensure the router is powered on and connected.
Put your finger on the 'Feed' button and click the power switch 'ON'.
Notes:
Do not release the Feed button until your printer starts to make a sound.
Release the Feed button when your printer starts to make a sound; it will print 2 papers.
Verify that a second paper prints, indicating a DHCP IP address (e.g., 10.0.1.2).
Turn off your printer and unplug the power cable again.
Set the DIP switches back to their original position (the opposite of what they are currently).
Screw the DIP switch panel back on.
Power on your printer.
Epson Printer Reset & Configure
1. Change your Epson printer's IP Address (Factory Reset):
Disconnect the StoreHub ASUS router from your existing internet router.
Turn the printer 'OFF'.
Use a paper clip or pen tip to press and hold the 'Network Reset' button on the back of the printer.
While holding the 'Network Reset' button, turn the printer 'ON'.
After 5 seconds, a network detail sheet will print. You can then release the 'Network Reset' button.
The factory reset IP Address of the printer will be '192.168.192.168'.
2. Change the iPad IP Address to Communicate with the Printer:
On your iPad, go to 'Settings', then tap 'General', tap 'Reset', then 'Reset Network Settings'.
Then, go to 'Wi-Fi' and connect to the 'StoreHub.com CloudPOS WiFi' network.
Note:
If you're uncertain about the Wi-Fi password, please don't hesitate to contact our customer care team via live chat.
If a pop-up message appears, tap 'Cancel'. Connect to the 'StoreHub.com CloudPOS WiFi' network again, tap 'Cancel' on the second pop-up, and select 'Use Without Internet'.
Tap on the circular blue 'i' button next to the Wi-Fi network name. Write down the iPad's IP Address, as you'll need it later.
Change the iPad's IP Address, Subnet Mask, and Router to match the following:
IP Address | 192.168.192.169 |
Subnet Mask | 255.255.255.0 |
Router | 192.168.192.168 |
Notes:
iOS 10: Tap on Static under IP Address.
iOS 11 or newer: Tap on Configure IP, select Manual under IPV4 Address, then tap Save after completing the below.
3. Configure the Printer (via Web Browser):
Open Safari on your iPad and type '192.168.192.168' into the URL search bar. An Epson configuration page will appear.
On the configuration page, navigate to 'Configuration', then 'TCP/IP'.
Change the settings of the following fields:
Get IP Address | Auto |
IP Address | 10.1.2.250 (or another available IP in your StoreHub network range) |
Subnet Mask | 255.255.255.0 |
Gateway | 10.1.2.1 |
Tap the 'Submit' button.
Repeatedly tap the 'Reset' button on the configuration page until the printer makes a click sound.
4. Final Test:
On your iPad, go to 'Settings', then tap 'WiFi', and tap on the circular blue 'i' button. Change the IP settings back to 'Automatic' (DHCP).
Notes:
iOS 10: Tap on DHCP under IP Address.
iOS 11 or newer: Tap on Configure IP, then select Automatic under IPV4 Address, then tap on the Save button.
On your Register, go to 'Settings', then tap 'Printer', select 'Search Printer', and toggle 'Receipt Printing' 'ON'.
Identifying Printer Error Lights (Star LAN Printers)
The 'Ready' LED and 'Error' LED on your Star printer indicate its status.
1. TSP100 (LAN) Errors:
Type of Error | Solution |
The printer cover is open |
|
The printer is out of paper |
|
Note:
For less common errors that aren't listed in this article, do refer here.
2. TSP650ii (LAN) Errors:
Check the recovery conditions. The printer can be recovered while maintaining its current status.
Error Description | POWER Indicator | ERROR Indicator | Recovery Condition |
Thermal head high temperature detection error | Flashes at 1 second intervals | Off | The printer recovers automatically when the thermal head cools. |
Cover open error | On | On | The printer recovers when you close the cover. |
Near-end error | On | Flashes at 4 second intervals | The printer recovers when you set a new paper roll and close the rear cover. |
Paper out error | On | Flashes at 0.5-second intervals | The printer recovers when you set a new paper roll and close the cover. |
*Ethernet link disconnection detection (1 (Physical link disconnection) | Flashes at 4 second intervals. | Flashes at 4 second intervals. | Connect an Ethernet cable. For details, see section 3-2-4, "Ethernet Interface Cable." |
*Ethernet link disconnection detection (1 (IP address lost) | Flashes at 0.25 second intervals. | Flashes at 0.25 second intervals. | Set the correct IP address and restart the printer. |
Note:
For less common errors that aren't listed in this article, do refer here.
FAQs
1. How do I assign multiple printers to print kitchen orders?
Add Kitchen Printers in BackOffice
1. In the BackOffice, click on Settings.
2. On the F&B tab, under Kitchen Printers section, add your kitchen printer.
You may add more than 1 option. Example: Kitchen, Bar & etc.
3. Set Default Kitchen Printer, Kitchen Order Format as needed.
4. Then, click Save.
Assign Kitchen Printer to Products in BackOffice
1. In the BackOffice, click on the Products.
2. Select the desired product.
3. On the product page, under Kitchen Printer section, select the designated printer for your products. Example: Coffee orders should be printed on the Bar printer.
4. Then, click Save.
Toggle ON printer to print on POS Registers
1. On your POS Register, make sure to sync your settings.
2. Go to Settings & tab on Search Printer.
3. Then, tab on the desired printer & toggle ON Kitchen printing tasks according to need. Example: Printer A - Toggle ON Kitchen to print Food, Printer B - Toggle ON Bar to print Drinks.
4. To test, charge a new transaction by adding products with kitchen printers assigned. Kitchen dockets should be printed.
2. How do I assign multiple printers to print receipts?
Receipt can only be printed on 1 printer as of now.
1. On your POS Register, go to Settings & tab on Search Printer.
2. Then, tab on the desired printer & toggle ON Receipt.
Note:
Enabling the Receipt function on 1 printer allows for the possibility of toggling it ON for another printer. However, once it is turned on for the second printer, the Receipt button will automatically be turned off on the first printer.
3. How do I print duplicated copies of the kitchen dockets?
1. In the BackOffice, go to Products.
2. Select a product or create a new one.
3. Scroll down to Kitchen Printer section. Select the printer the dockets will be printed out from
4. Check Print Additional Kitchen Docket option.
5. Input the number of dockets to be printed for that product; the minimum value must be 1.
6. Select a Docket Expiry date.
7. Scroll to the bottom and click Save.
4. How do I avoid duplicated printing?
Ensure you have assigned kitchen printers to all your products in the BackOffice.
1. In the BackOffice, click on the Products.
2. Select the desired product.
3. On the product page, under Kitchen Printer section, select the designated printer for your products. Example: Coffee orders should be printed on the Bar printer.
4. Then, click Save.
Ensure you have toggled ON printer to print kitchen dockets on your POS Registers.
1. On your POS Register, make sure to sync your settings.
2. Go to Settings & tab on Search Printer.
3. Then, tab on the desired printer & toggle ON Kitchen printing tasks according to need. Example: Printer A - Toggle ON Kitchen to print Food orders, Printer B - Toggle ON Bar to print Drinks orders.
4. To test, charge a new transaction by adding products with kitchen printer assigned. Kitchen dockets should be printed.
If you're using Beep, ensure you have assigned Main POS Register to receive notification
1. In the BackOffice, go to Settings, click on Stores.
2. Select the desired store.
3. On the edit store page, select Sell Online tab.
4. Under Assign Main Register section, choose the designated POS register at your store.
5. Then, click Save.
If you're using Beep, ensure the accepted/completed Beep Order status is not in New Order status
1. On your POS Register, go to Transactions, select Online tab.
2. Check the Beep order status.
3. If the Beep order is accepted/completed, ensure the order is not in New Order Status with kitchen dockets printed.
4. If the order remains in the New Order status despite being completed or having kitchen docket printed. Click on the 3 dots (...) button located at the top right side, select Send to Kitchen.
5. What if my printer is not supported by StoreHub?
If your printer is not on our recommended list, we cannot guarantee full functionality or provide comprehensive troubleshooting. We strongly advise using a compatible printer to ensure smooth operations. Please contact StoreHub Support for assistance in obtaining a compatible printer.
6. Why are my 'Beep QR' orders not printing automatically?
You must assign a 'Main Register' in your 'Online Orders' settings in the 'BackOffice'. The 'Main Register' acts as the "brain" that sends orders to the printer.
7. Why does it print 'Two Copies' for every order?
Check your 'Product' settings in the 'BackOffice'. Ensure the 'Print Additional Kitchen Docket' option is not set to '2'. Also, ensure you haven't toggled 'On' both 'Receipt' and 'Kitchen' tasks for the same printer if you only want one slip.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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