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Troubleshooting printer setup

Even when you follow instructions, printers don’t always behave as you expect! 

This guide is for if you have recently set up your printer and have not yet successfully printed a Test docket or Test receipt. 

To get the most out of this guide, please ensure you first follow the instructions in the Setting Up Printers guide. While this is not an exhaustive list of all printer set-up issues, it lists some troubleshooting methods for fixing your printer setup. 

First, look at the model of your printer, and find it on the list of compatible models to see which track you should follow:

  • App Printing
  • Bluetooth
  • Intelligent

What are the common causes of printer issues?

For printing to work reliably with Lightspeed, we rely on three key components working together to create a stable connection for your printers.

If one of these components isn't working reliably, this can spell trouble for your printing, causing reliability issues like failed or delayed printing.

These are:

  • Device issues
  • Network & connectivity issues
  • Lightspeed App configuration issues

Device issues

Is your hardware compatible with Lightspeed?

Check that your hardware, i.e. your printer and your POS devices are compatible with Lightspeed, and then connect your printers with our easy-to-follow guides.

If you do not have compatible hardware, we recommend reaching out to our hardware team hardware@kounta.com to discuss your requirements and any limitations. Once our team has confirmed what hardware will be best for you, you can purchase what you need from our eCommerce store. 

If you have compatible hardware, please move on to the next step.

 

Are your printers compatible with each other?

Are you using more than one printer in your setup? Ensure the printers work together. 

App Printing

Ethernet_infographic.jpg

Bluetooth

Bluetooth_Infographic.jpg

Intelligent

Intelligent_Infographic.jpg

If your printers are compatible, please move on to the next step.

Is your printer plugged in?

Let’s start with the basics.

  • Are the cords and cables in securely? 
  • Are the cords and cables plugged into the correct ports?

The Setting Up Printers guide shows you which ports are for what cables, as a common mistake is mixing up the RJ45 cash drawer cable (which comes with the printer) and the ethernet cable(cat5/cat 6 cable) which you need to purchase.

Did your printer print? If the answer is No, please move on to the next step.

 

Is there paper loaded?

Please refer to the printer’s user manual to learn how to check and load paper. Additionally, you should check the user manual to ensure that the thermal paper you are using is compatible with the printer. 

Did your printer print? If the answer is No, please move on to the next step.

 

Does your printer look faulty or damaged?

If you believe you have received faulty goods, head over to our Buying and returning hardware from Lightspeed. 

If your printer is in working condition, please move on to the next section.


Network & connectivity issues

App Printing

Is your printer on the same network as your device?

A common cause of print failure can simply be due to the device and network you are using. If your Lightspeed register is not connected to the same network as your printers, this can disrupt your printing.

Check IP address on iOS device

  1. Go to Settings 
  2. Tap on Wifi, then the Info button (i)
  3. See the IP address assigned to the device.                                     iOS_network.jpg


    Check IP address of printer by printing status sheet

    Epson Printer

    1. Use a pen to press the small reset button on the back of the printer for 3-4 seconds then release.
    2. A docket will print
    3. Note the IP address

    Star Printer

    1. Switch the printer Off
    2. Press and hold the Feed button
    3. While continuing to hold the Feed button, switch the printer On
    4. Release the feed button after 5 seconds
    5. A docket will print
    6. Note the IP address

    NOTE: if your printer prints out the IP address 192.168.192.168, it has reverted back to factory settings and you will need to enable DHCP to continue. Follow the steps in the relevant guide below:



    The status sheet may also list the IP as NONE, which means that the printer is not correctly connected to the network as it’s not acquiring an IP from the router. In this instance, you may need to move the printer and connect directly with your router, as opposed to having it connected into a datapoint in the wall.

    Compare the IP addresses

    We know they are on the same network if the first three octet is the same. For example: 

    • Tablet = 192.168.1.06
    • Printer = 192.168.1.09 

    If the IP addresses do not share the same first three octet sequence, you will need to change the network of your device.

    Change network on iOS

    1. Go to Settings
    2. Tap Wi-Fi
    3. Under Networks, choose the WiFi network and enter the network password

    If your device is on the correct network, but your printer is on the incorrect network, you may have to speak to an electrician about the wiring of your ethernet port. 

    Did your printer print? If the answer is No, please move on to the next section.

 

Intelligent

Is your printer on the same network as your device?

A common cause of print failure can simply be due to the device and network you are using. If your Lightspeed register is not connected to the same network as your printers, this can disrupt your printing.

Check IP address on Android device

  1. Open your device's Settings app
  2. Tap Network & internet and then Internet
  3. Tap a listed network. Networks that require a password have a Lock icon.

Can you access the Printer Configuration page?

When accessing the printer configuration page, if you see “This site can’t be reached”, there are two causes:

  • You have entered an incorrect IP address
  • Your POS device or printer is not connected to the same network

First, double-check you have not made a keying in error. Then, check the IP addresses of your device and your printer by following the steps in Is your printer on the same network as your device?

 

Did your printer print? If the answer is No, please move on to the next step.

Is the webpage Forbidden?

When accessing the printer configuration page, if you see “Forbidden”, this means the IP address belongs to an intelligent printer but wasn’t suffixed appropriately.

The IP address must be followed by “/Printer Configuration Page” Example: 192.168.1.200/PrinterConfigurationPage

  1. Reenter the IP address and the suffix

Did your printer print? If the answer is No, please move on to the next step.

Is the IP address already taken?

When connecting the intelligent printer to the secondary printers using the 201, 202, 203 etc. IP  address method, the IP address may be taken.

You can only check this on the router as an IP is not only dedicated for printer devices but any device that can connect to the network.

Change device IP address:

Access the printer configuration page and change the IP settings manually. If you need assistance, please contact our Support team. 

Did your printer print? If the answer is No, please move on to the next step.

Is the correct model selected?

From the System Settings for TCP/IP page, ensure you have selected the correct model for your printer.

  1. Select the model of your non-intelligent printer to be registered (TM-T82 or TM-T20)

Did your printer print? If the answer is No, please move on to the next section.

Bluetooth

The blue Bluetooth status light will flash once when the printer is connected to the power, this indicates it is in pairing mode. 

To reconnect:

  1. On your device, go to Settings and then Bluetooth
  2. Turn the Bluetooth off and then on again
  3. Under the list of Other Devices, select your printer

The name of your printer should look like TM -m30_000000

Did your printer print? If the answer is No, please move on to the next section.


Lightspeed app configuration issues

App Printing

Is your printer connected to POS?

When you connect the printer to POS, if you have successfully connected to the network but you see the message “We couldn’t find any connected printers”, exit out of the screen, and repeat the steps below:

  1. Hit POS from Back Office to head over to your POS
  2. Select the three-bar menu on the left-hand side
  3. Select Printing
  4. The system will search for your printer. You will see the dialogue "Great, we found some printers!",  this is confirmation that the printer in the network has been connected to POS.

 

Did your printer print? If the answer is No, please move on to the next step.

 

Have you selected the settings for the Site AND the Register? 

To set up printing in Back Office, there are two places to select the printing method. The first is for the site, the second is per register.

Site settings:

  1. From Back Office, go to My Sites
  2. Select Printers
  3. Under the Production Printer Settings, select the Production Printing Method: Lightspeed App 
  4. Hit Save

Register settings:

  1. From Back Office, go to My Sites
  2. Select Printers, and scroll dow to Register Printer Settings
  3. Select the Settings cog wheel next to the register
  4. Under Production Printing Method, select Lightspeed App 
  5. Hit Save

You will need to do this for every register. 

Did your printer print? If the answer is No, please move on to the next section.

 

Bluetooth

Have you selected the settings for the Site AND the Register? 

To set up printing in Back Office, there are two places to select the printing method. The first is for the site, and the second is per register.

Site settings:

  1. From Back Office, go to My Sites
  2. Select Printers
  3. Under the Production Printer Settings, select the Production Printing Method: Lightspeed App 
  4. Hit Save

Register settings:

  1. From Back Office, go to My Sites
  2. Select Printers, and scroll dow to Register Printer Settings
  3. Select the Settings cog wheel next to the register
  4. Under Production Printing Method, select Lightspeed App 
  5. Hit Save

Did your printer print? If the answer is No, please move on to the next section.

Intelligent

Have you selected the settings for the Site AND the Register? 

To set up printing in Back Office, there are two places to select the printing method. The first is for the site, the second is per register.

Site settings:

  1. From Back Office, go to My Sites
  2. Select Printers
  3. Under the Production Printer Settings, select the Production Printing Method: Intelligent Print Server
  4. Hit Save

Register settings:

  1. From Back Office, go to My Sites
  2. Select Printers, and scroll dow to Register Printer Settings
  3. Select the Settings cog wheel next to the register
  4. Under Production Printing Method, select Intelligent Print Server
  5. Hit Save

You will need to do this for every register. Did your printer print? If the answer is No, please move on to the next section.

 


What’s next?

While we hope these troubleshooting steps got to the bottom of the issue, printer issues come in all shapes and sizes. If you did not resolve your printer set-up issue, never fear, Support is here! You can reach out to them directly. 

Select the Live Chat button on the bottom right of this page. Or, contact support below:

- Phone 02 8599 2247 (Select Extension 1)

- If your call is not answered straight away, it means all members of our support team are currently unavailable. Please ensure that you leave a voice message, so you do not lose your place in the support queue. 

- Email via support@kounta.com

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