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 guide helps you diagnose and fix common problems with your StoreHub printers. Start with the section that matches what you see, from a built-in printer that is not set up to a network (LAN) printer your POS cannot find or a kitchen printer that prints nothing. Later sections cover blank, stuck and duplicated printing, and resets for XPrinter and Star printers.
Before You Begin
Check that your printer is one StoreHub sells. See POS hardware and supplementary device support for the list.
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 printers).
Your printer is already set up. If you have not set it up yet, see How to Set Up Your StoreHub Printer.
Your products are assigned to a kitchen station, or your account has a 'Default Kitchen Station'. Kitchen dockets will not print without 1 of these. See How to Set Up and Manage Kitchen Stations and Dockets.
Find your Issue
Built-in printer not set up or not found: Built-In Printer: 'Receipt Printer hasn't been setup yet' or Not Found in the Search
Printer not found when you search: Printer Not Found / Unable to Search
Network (LAN) printer still not found, IP addresses do not match, or two routers: LAN Printer Not Found: IP Addresses Do Not Match or Your Store Has Two Routers
Printer found but not printing receipts: Printer Found but Not Printing Receipts
Kitchen printer found but no kitchen dockets: Kitchen Printer Found but Not Printing
Prints blank paper: Printer Printing Blank Receipts/Dockets
Cover or paper slot will not close: Printer Cover or Paper Slot Won't Close
Receipt and kitchen docket come out as 1 strip on an iMin D4: see 'Receipt and Kitchen Docket Print as 1 Strip (iMin D4)' below
Two copies of every order: Printer Printing Duplicated Receipts/Dockets
Orders print at the wrong station: see 'Orders Printing at the Wrong Station (Kitchen vs Bar)' below
Tried everything and it still does not work: see 'Deeper Fixes (only if the above didn't work)' below
Common Problems
Built-In Printer: 'Receipt Printer hasn't been setup yet' or Not Found in the Search
The Sunmi D3 Mini, Sunmi T2, iMin D4 and iMin Falcon 1 have a built-in printer, so the router, LAN cable and Wi-Fi checks do not apply to them, while the Sunmi D3 Pro has none and needs an external printer. The message 'Receipt Printer hasn't been setup yet' means you still need to assign 'Receipt' to a printer on this POS.
Go to 'Settings', then tap 'Printer'.
Tap 'SEARCH PRINTER'.
Select your printer from the list. A built-in printer can show as 'Built-in Printer'.
Turn on 'Receipt', then go back and tap 'Print Test Receipt'.
If your printer is not in the list, force quit the StoreHub POS app, open it again and search once more. If it is still not listed, contact StoreHub Support.
Printer Not Found / Unable to Search
This usually happens when the printer and your POS are not on the same StoreHub network, the LAN cable is loose or faulty, or the printer lost its connection after an improper shutdown. 'X printer(s) offline' means X printers this POS cannot reach, not only kitchen printers. Tap 'Fix Now' to open printer settings and see which ones. If your register has a built-in printer, the router, LAN cable and Wi-Fi checks below do not apply to it. A printer plugged into your POS by USB has its own steps in FAQ 9, 'My printer is not detected via USB', so start there for that printer. If you see 'Run AI diagnosis' in your POS printer settings, run it first.
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iPad POS
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Android POS
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If your printer does not appear when you tap 'Search Printer' in the StoreHub POS app:
1. Ensure both your printer and StoreHub router are powered 'ON'.
2. Check the printer's error light.
If you have a Star printer, see the 'Identifying Printer Error Lights' section below.
For other printers (XPrinter, Epson), if the light is red or blinking, contact StoreHub Care via live chat.
3. Check your connection (do the part that matches how your printer connects).
For a LAN cable connection:
a. Ensure the LAN cable is securely connected from your StoreHub router's 'LAN' port to your printer's 'LAN' port.
b. Check that the status lights (green and orange) on the printer's LAN port are 'ON' or blinking. This indicates network activity.
Note: plug the LAN cable into a numbered LAN port, never the 'WAN'/'Internet' port.
c. Make sure your POS device and your printer are on the same StoreHub network. Connect both to the StoreHub router (printer by LAN cable, POS by StoreHub Wi-Fi or LAN), not to your own or your internet provider's router.
Note: If they are on different networks, the POS cannot find the printer. To check which network each one is on, print the feed test slip in LAN Printer Not Found: IP Addresses Do Not Match or Your Store Has Two Routers.
For iPad only
Go to your iPad's 'Settings', scroll down and tap 'StoreHub', then toggle 'Local Network' to 'ON'.
For a Bluetooth connection (With 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.
4. Force quit the StoreHub POS app.
On iPad, double-tap the home button. On Android, swipe up from the bottom. Then swipe the app upwards to close it.
5. Re-open the StoreHub POS app.
6. Go to 'Settings', then tap 'Printer', and tap 'Search Printer'.
7. Your printer should now appear on the list. Tap its name, turn on 'Receipt', then go back and tap 'Print Test Receipt'.
If your network (LAN) printer is still not listed, go to LAN Printer Not Found: IP Addresses Do Not Match or Your Store Has Two Routers.
LAN Printer Not Found: IP Addresses Do Not Match or Your Store Has Two Routers
Use this section when the checks above did not help and your POS still cannot find a network (LAN) printer. Do not keep searching: the printer can print a slip that shows which network it is on.
Check That Every Device Is on the StoreHub Router
Most outlets have two routers: one from your internet provider, and the StoreHub router, which is the only one that runs your POS system.
Your main POS, any extra tablet and every network (LAN) printer must connect to the same StoreHub router. When devices are split between two routers, they end up on different networks and cannot see each other. An Android register also supports a printer plugged straight into it by USB, if you only have one printer at the cashier.
To find the StoreHub router, look for the StoreHub warning sticker that says not to turn the router off. StoreHub supplies Mikrotik and TP-Link (Omada) routers. Older routers may not have the sticker, so if yours has none, compare it against the model pictures in How to Set Up and Troubleshoot Your Network Router. If you have no StoreHub router and only your provider's router, put your POS and your printer on that same router.
Plug each printer's LAN cable into a numbered 'LAN' port on the StoreHub router, never the 'WAN' or 'Internet' port, and connect each POS by StoreHub Wi-Fi or LAN cable. Then restart the printer and search for it again on your POS.
Print the Feed Test Slip
A feed test prints the printer's current network details (its IP address and DHCP status) so you can check it is connected correctly.
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For Android POS
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Read this before you start: on an XPrinter, hold the button for about 2 seconds only. Holding it until the printer beeps twice resets an XPrinter to its factory address, 192.168.123.100, with DHCP disabled, and takes it off your store network. If that happens, follow the XPrinter steps in 'Resetting and Reconfiguring Your Printer' below, from step 2.
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.
Read the Slip: Is the Printer on the Same Network as Your POS?
The feed test slip shows the printer's IP address and DHCP status, and the first three number groups must match your POS's IP address, otherwise the two are on different networks and the POS cannot see the printer. For example, 10.1.7.15 and 10.1.7.45 match, so the printer and POS are on the same network. To find your POS's IP address, see 'How to Check If Your POS and Printer Are on the Same Network' in How to Set Up and Troubleshoot Your Network Router.
Then use the slip like this:
IP address matches your POS, DHCP enabled: the printer is on your store network. Restart the printer and search again. If it is still not found, push the network cable firmly into both ends, restart the printer and search once more. If it is still not found after that, contact StoreHub Support and send them a photo of the slip.
IP address does not match your POS, DHCP enabled: the printer and your POS are on different networks. See Check That Every Device Is on the StoreHub Router.
IP address is 192.168.123.100: the printer has been reset to factory settings. On an XPrinter, follow the XPrinter steps in 'Resetting and Reconfiguring Your Printer' below, from step 2.
DHCP disabled, IP address does not match your POS: the printer is fixed to an address on a different network. Stop and contact StoreHub Support to reconnect it, and do not type a manual IP on your POS.
Printer Found but Not Printing Receipts
The printer is connected but is not set to print receipts, usually because its 'Receipt' switch is turned off. For a kitchen printer, go to Kitchen Printer Found but Not Printing instead.
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If your printer appears in the StoreHub app but is not printing receipts:
1. On your POS Register, tap 'Settings', then tap 'Printer'.
2. Select your printer from the list.
3. Ensure the 'Receipt' switch is turned on.
4. Tap 'Print Test Receipt'.
If the test receipt prints but real receipts do not, go to 'Settings', 'Printer', 'Receipt Settings', 'Print Receipt Automatically' and turn on the order types whose receipts should print straight after payment.
Kitchen Printer Found but Not Printing
Use this section when your kitchen printer is in the list under 'Settings', 'Printer' but prints no kitchen dockets. A kitchen docket prints only when all of these are true:
The product has 'Print Kitchen docket' ticked in its 'Kitchen Station' section in BackOffice.
The product has a station under 'Station', or your account has a 'Default Kitchen Station'.
That kitchen station is turned on for the printer on this POS, under 'Settings', 'Printer'.
Your POS has synced since you made the change.
Only some items print on the kitchen docket? The items that do not print have no kitchen station assigned. In BackOffice, go to 'Products', open each missing item, choose its station under 'Kitchen Station', then click 'Save'.
'Print Test Receipt' and 'Print Test Kitchen Docket' print only on the printer that has 'Receipt' turned on, so test a kitchen-only printer by charging a new order with a product that has a kitchen station.
If that order prints no docket, check the message your POS shows. 'Kitchen docket not printed' means a printer this order needs is not set up on this POS, and other dockets for it may still have printed. Tap 'Assign Now' on the message, or go to 'Settings', 'Printer' on this POS, and make sure every kitchen station used by your products is turned on for a printer and, if you print order summaries, a printer is assigned to print them. If a needed printer is also offline, you see 'X printer(s) offline' instead, so fix it first.
To check the connection of an offline network (LAN) printer, see LAN Printer Not Found: IP Addresses Do Not Match or Your Store Has Two Routers.
Printer Printing Blank Receipts/Dockets
This is almost always the thermal paper loaded the wrong way up, so the heat-sensitive side is not facing the printhead.
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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. Open the cover, reseat the roll so it sits flat with the loose end feeding out over the top, then close the cover until it clicks.
Note: If the roll sticks up above the cover edge, it is the wrong size; use a StoreHub-supplied roll. If the cover latch is broken, contact StoreHub Support.
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 and cutter, and gently clear any torn paper fragments.
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, go to 'Settings', then tap 'Printer', then tap 'Search Printer', and search for your printer.
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.
If no receipt prints, this points to a hardware fault, contact StoreHub Support via live chat and share your test result.
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 Cover or Paper Slot Won't Close
If the printer cover or paper slot will not latch shut, the paper roll is seated wrong or there is debris in the paper path.
1. Open the cover fully and lift out the paper roll. If the cover will not open, use your register's release: on a Sunmi D3 Mini, find the release latch, and on an iMin Falcon 1, push the red button. On an iMin D4, pull the red latch on the right side of the printer compartment, and if the cutter blade is stuck out, reset it with the iMin D4 cutter steps below instead of forcing the cover.
2. Check the paper path and cutter for torn paper fragments and gently clear them.
3. Reseat the roll so it sits flat, with the loose end feeding out over the top.
4. Close the cover firmly until it clicks.
If the roll sticks up above the edge it is the wrong size - use a StoreHub-supplied roll. If the latch is broken, contact StoreHub Support.
Receipt and Kitchen Docket Print as 1 Strip (iMin D4)
On an iMin D4 with the built-in printer, the receipt and kitchen docket come out joined as 1 strip when the paper cutter is stuck or jammed. You can clear and reset the cutter yourself.
1. On the POS, tap 'Sync' first, so any offline sales are saved before the register goes off.
2. Turn the iMin D4 off with its power switch, or restart it.
3. Open the printer door by pulling the red latch on the right side of the printer compartment, then clear any jammed paper or paper scraps.
4. If the cutter blade is stuck out, open the small cutter cover and turn the roller until the blade sits back in place.
Turn it in the direction marked on the printer. Do not force the receipt paper cover open while the cutter is out of position, because that damages the device.
5. Put the cutter cover back, close the receipt cover firmly and turn the device on. Then print a test receipt.
Go to 'Settings', tap 'Printer' and tap 'Print Test Receipt'. If the receipt still does not cut, contact StoreHub Support via live chat.
Printer Printing Duplicated Receipts/Dockets
This happens when the same printer is assigned in more than one place, so each order prints twice.
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If your printer is printing multiple copies of receipts or kitchen dockets:
1. Ensure kitchen stations are set up and assigned in BackOffice:
Log in to your StoreHub BackOffice.
Go to 'Settings', then tap the 'F & B' tab.
Scroll down to 'Kitchen Stations'. Type each station name (for example Kitchen, Bar) and press Enter to add it, then click 'Save'.
Go to 'Products', then select a product.
On the product page, scroll down to the 'Kitchen Station' section.
Under 'Station', select the kitchen station for that product.
Tap 'Save'.
Note: To give all your products the same station at once, set a 'Default Kitchen Station' on the 'F & B' tab in 'Settings'.
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 Printer'.
Tap on the desired printer.
Toggle 'Receipt' and 'Kitchen' printing tasks 'ON' or 'OFF' according to your needs.
Go back to the previous page, tap 'Receipt Settings', then 'Print Receipt Automatically', and switch ON only the order types you want a receipt for (for example 'Offline Orders').
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, scroll down to 'Assign Main Register'.
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.
Orders Printing at the Wrong Station (Kitchen vs Bar)
This happens when a product's kitchen-station assignment in BackOffice points to the wrong station.
If your 'Drink' orders are printing in the 'Kitchen' (or vice versa), the 'Kitchen Station' set on the product is wrong.
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.
Note: Sending 1 product to more than 1 kitchen station is available for selected merchants only (to turn it on, contact StoreHub Support via live chat). If your account has it, select every station the product should print at. Each station gets its own docket, so a printer that prints for 2 of those stations prints the item twice. See 'Send 1 Product to Multiple Kitchen Stations' in How to Set Up and Manage Kitchen Stations and Dockets.
Deeper Fixes (only if the above didn't work)
Resetting and Reconfiguring Your Printer - XPrinter, Star & Epson (Last Resort)
Only use this if the steps above did not fix the issue - it clears the printer's saved network settings so you can reconnect it from scratch.
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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)
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 no feed test slip prints, repeat the reset until it does.
Before you start: your POS device can only open the printer's setup page if it is on the same address range as the printer. For many stores it is not, and the page will not open. If that happens, stop and contact StoreHub Support, and do not type a manual IP on your POS. An agent will do this part with you.
2. Put the printer back on your store network (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.
Notes: If the setup page does not open, check that the printer is plugged into the StoreHub router, that you reset it correctly and that the slip showed 192.168.123.100. If both the red and green lights on the printer's LAN port are flashing, check the LAN cable or try another LAN port on the router. If the page still does not open, stop and contact StoreHub Support, and do not type a manual IP on your POS. Your POS device may need a temporary network address to reach the page, and an agent will do this part with you.
3. 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, tap the printer and turn on 'Receipt', then go back 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). Before changing any switches, note or photograph their current positions. If neither all-down nor all-up works, contact StoreHub Support.
Screw the DIP switch panel back on.
Power on your printer.
Epson Printer Reset & Configure
Resetting an Epson printer puts it on its factory address, 192.168.192.168, and reconnecting it means setting a manual IP address on your iPad. Do not do this yourself: contact StoreHub Support via live chat and an agent will reset and reconnect the printer with you.
Identifying Printer Error Lights (Star LAN Printers)
On Star LAN printers, the blinking lights signal specific errors, use this to work out what the lights mean.
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 Stations in BackOffice
1. In the BackOffice, click on Settings.
2. On the 'F & B' tab, under 'Kitchen Stations', type each station name (for example Kitchen or Bar) and press Enter.
3. Set 'Default Kitchen Station' and 'Kitchen Order Format' as needed.
4. Then, click Save.
Assign a Kitchen Station to Products in BackOffice
1. In the BackOffice, click on the Products.
2. Select the desired product.
3. On the product page, under 'Kitchen Station', choose the station in 'Station'. Example: coffee orders go to your 'Bar' station.
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', tap 'Printer', then tap 'Search Printer'.
3. Tap the printer, then turn on each kitchen station it should print for.
Example: on Printer A, turn on 'Kitchen' for food. On Printer B, turn on 'Bar' for drinks.
4. To test, charge a new transaction by adding products that have a kitchen station. 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', tap 'Printer', then tap 'Search Printer'.
2. Tap the printer, then turn 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 intentionally print extra copies of kitchen dockets?
1. In the BackOffice, go to Products.
2. Select a product or create a new one.
3. Scroll down to the 'Kitchen Station' section. Select the station the dockets will print from.
4. Tick 'Print Additional Kitchen Docket'.
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? See the 'Printer Printing Duplicated Receipts/Dockets' section above for the full fix.
Ensure you have assigned a kitchen station 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 Station', choose the station in 'Station'. Example: coffee orders go to your 'Bar' station.
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', tap 'Printer', then tap 'Search Printer'.
3. Tap the printer, then turn on each kitchen station it should print for.
Example: on Printer A, turn on 'Kitchen' for food orders. On Printer B, turn on 'Bar' for drink orders.
4. To test, charge a new transaction by adding products that have a kitchen station. 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 'Online Orders', click on 'Beep Delivery', then open the 'Store Settings' tab.
2. Select the desired store.
3. On the 'Edit Store' page, scroll down to 'Assign Main Register'.
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. Click the 3 dots (...) button at the top right, then select 'Send To Kitchen'.
Do this if the order stays in the New Order status after it is completed or its kitchen docket has printed.
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 BackOffice first. Make sure 'Print Additional Kitchen Docket' is not ticked. It prints extra dockets on top of the normal docket, so even 1 extra docket gives you 2 slips. Then check your printer on the POS. If you only want one slip, do not toggle both 'Receipt' and 'Kitchen' on for the same printer.
8. My printer keeps disconnecting after every restart. What should I do?
This usually happens because your printer is assigned a dynamic IP address (DHCP), which changes each time the printer restarts.
To fix this, assign a static (fixed) IP address to your printer so it stays the same after every restart:
1. Perform a Feed Test (see the Feed Test section above) to check your printer's current IP address.
2. If Net DHCP shows as Enabled, your printer's IP may change on each restart - this causes the POS to lose connection.
3. The 'Resetting and Reconfiguring Your Printer' steps above put your printer back on DHCP, not a static IP.
Contact StoreHub Support if you need a fixed IP for your printer model.
4. After Support sets the fixed IP, search for the printer again: on your POS, go to 'Settings', tap 'Printer', then 'Search Printer'.
9. My printer is not detected via USB. What should I do?
1. Check that the USB cable is securely connected to both the printer and your POS device.
2. Try a different USB port on your POS device.
3. Try a different USB cable - cables can wear out or become faulty.
4. Confirm your printer model is on the StoreHub-compatible printer list.
5. If the printer is still not detected, contact Customer Care via Live Chat for further assistance.
10. Kitchen dockets are not printing for specific items. Why?
This usually means the product does not have a kitchen station assigned. Each product needs a kitchen station in the BackOffice (or your account needs a 'Default Kitchen Station') for dockets to print.
See: How to Set Up and Manage Kitchen Stations and Dockets for step-by-step instructions on assigning kitchen stations to your products.
11. Why is my receipt printing faint or too light?
Dust on the print head is the usual cause. Clean the print head with a dry cloth, then print a test receipt.
To see how to clean it, watch How to clean your printer head.
If the receipt is still faint, the print head may be worn out. Printers older than 1 year are no longer under warranty, so you may need to buy a new one from StoreHub Merchandise Website.
12. My POS asks me to type an IP address under 'Manual' Wi-Fi settings. What do I put in?
Leave it on automatic and do not type an address in yourself. Changing your POS device's own network settings can take the POS offline as well as the printer, in the middle of service. If a step you found somewhere tells you to set a manual address on the POS, contact StoreHub Support first via live chat.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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