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Troubleshooting printing

If your printer isn't working as expected, follow along with this guide to get it functioning properly again.

You can start with our troubleshooting checklist, which will help you investigate and fix many common printer issues. For help with a specific issue, follow the customized set of steps we provide to resolve it as efficiently as possible.

Basic troubleshooting checklist

These general steps will help you resolve common printing issues and gather key details for further troubleshooting.

Printing a self-test page

Here are common steps for producing a self-test page on most printers. If you encounter any issues, check your model's manual for its specific instructions.

  1. Turn the printer off.
  2. Hold down the feed button.
  3. Turn the power on while continuing to hold the feed button.
  4. Wait for the device to start printing, then release the feed button.

The self-test page should show the printer's current IP address and its MAC address (hardware address). Hang on to this information, as you may need it to continue troubleshooting.

Issue: Printer is not printing

If your printer is unable to print receipts or order tickets (production dockets), check whether it is connected or inactive in the Lightspeed Restaurant app. The printer's status will determine what you need to do to get it operational.

  1. Open the Restaurant POS app.
  2. Tap Settings on the lower navigation bar to open the Settings menu.
  3. Select Printing center.
  4. Locate the affected printer on the screen and check whether its status is Connected or Inactive. Don't see it? Make sure the printer is added to the Back Office correctly.
    1. Connected: When a connected printer is not printing, it means there's an issue with its Back Office settings. Follow the steps in the Connected printer troubleshooting section.
    2. Inactive: An inactive printer suggests a hardware connection issue between the printer and Lightspeed Restaurant. Follow the steps in the Inactive printer troubleshooting section.

    Two printers on the POS screen: one 'Connnected' and the other 'Inactive'.

Connected printer troubleshooting

To troubleshoot a connected printer that's not printing, follow the steps below based on whether you use it for receipts or order tickets.

  • Receipt printing troubleshooting

    To get receipts printing again on your connected printer, make sure printing profiles are assigned and configured correctly in the Back Office.

    1. Log in to the Back Office with your Lightspeed credentials.
    2. Edit each floor plan, POS configuration, and/or POS device to check that printing profiles are assigned according to your business needs.

      Printing profiles tell Lightspeed Restaurant where each receipt or ticket should print. At the POS, printing profiles are evaluated in this order:

      • Floor plan: Orders started at a table are sent to the printing profile assigned to that floor plan.
      • POS device: If the floor plan does not have a printing profile, the order goes to the profile assigned to the POS device where it was started. This also applies if the order is not started at a table.
      • POS configuration: If the POS device does not have a printing profile, the order goes to the profile of the POS configuration assigned to that device.
    3. From the navigation menu, select Configuration > Printing > Printing profiles.
    4. Click Edit next to each printing profile that was assigned in step 2.

      A few printing profiles with the 'Edit' button highlighted next to a profile called 'PP-Receipt'.

    5. Make sure the correct printers are selected for the profile. Make any changes, and click Save.

      The printing profile's settings with 'Selected printers' and 'Other printers' highlighted.

    6. To enable automatic receipt printing, update each POS configuration's receipt settings.
    7. To print draft receipts for takeaway orders, check your order profile settings and make sure order profiles are being used at the POS.
    8. Navigate to Configuration > Devices > Devices and reload all POS devices.
    9. At the POS, try printing a receipt again to confirm the issue is resolved.

  • Order ticket printing troubleshooting

    To get order tickets printing again on your connected printer, make sure production centers and related print settings are configured correctly in the Back Office.

    1. Identify an item that didn't print a ticket but should have.
    2. Log in to the Back Office with your Lightspeed credentials.
    3. From the navigation menu, select Menu management > Items to access the items table.
    4. Search for the item from step 1, then click its name to edit it.

      An item called 'Mushroom Swiss Burger' is highlighted in the items library.

    5. Take note of the item's Accounting group, then click Manage accounting group.

      The 'Food' accounting group and 'Manage' button highlighted for the Mushroom Swiss Burger.

    6. Click Edit next to the accounting group from the previous step.
    7. Make sure the correct production centers are attached to that accounting group. If you need to make changes, do so and click Save.

      Production centers control which printing profiles order tickets are sent to and how those tickets print.

      The 'Kitchen' and 'Drinks' production centers selected for the 'Food' accounting group.

    8. Visit these other areas of the Back Office and take the noted action to ensure the production center is properly configured:
      • Configuration > Configurations: Edit each POS configuration, go to the Printing tab, and make sure the production center is enabled for printing. 
      • Configuration > Printing > Production centers: Edit the production center and make sure it is linked to the correct printing profile. If you make changes, be sure to save.
      • Configuration > Printing > Printing profiles: Edit the printing profile and make sure the correct printers are selected for it. If you make changes, be sure to save.
    9. Navigate to Configuration > Devices > Devices and reload all POS devices.
    10. At the POS, try printing again to confirm you've resolved the issue.

Inactive printer troubleshooting

Troubleshooting an inactive printer depends on how it connects to your system: by Ethernet or USB cable, or wirelessly over Wi-Fi or Bluetooth. Make sure your printer has power, then follow the relevant set of steps for your connection type.

  1. Check that the printer is plugged into a power outlet and turned on.
  2. Turn the printer's power off and then back on.
  3. Continue troubleshooting based on whether you have an LAN / Ethernet, Bluetooth, Wi-Fi, or USB printer connection.

  • LAN printer connection troubleshooting

    Your iPad must be connected to the same network as the LAN printer in order to print to it. If they're already on the same network and the printer is inactive, the printer's IP address may have changed, requiring you to update it in the Back Office. 

    1. On your iPad(s), open the Settings app and check the connected Wi-Fi network. If it's not the Wi-Fi network for the router the printer is plugged in to, switch to the correct network.

      The name of the connected Wi-Fi network highlighted on the Settings screen.

    2. Tap the info icon next to the network to view the iPad's IP address. Compare this with the printer's IP address from a self-test page.
      1. Different networks: If the first three IP address numbers differ (e.g., 192.168.0.xx and 192.268.3.xx), the printer and iPad are on different networks. Connect the iPad to the correct network or consult a network specialist.
      2. Same network: If the first three IP address numbers are identical (e.g., 10.1.10.xx and 10.1.10.xx), the printer and iPad are likely on the same network. Proceed to the next step to continue troubleshooting.

      Side by side: The iPad's IP address and printer's IP address, both started with 10.1.10.xx.

    3. In the Back Office, navigate to Configuration > Printing > Printers.
    4. Update the printer's IP Address, or enter its Hardware address instead (supported for select Epson, Star, and Bixolon printers). If you're not sure which to use, see our receipt printer setup article for more info.

      If using the IP address, set up a DHCP reservation on your network or assign a static IP to the printer. This ensures a constant IP address, which can help prevent future printing issues.   

      Editing a printer in the Back Office, the IP and Hardware Address fields highlighted

    5. Click Save.
    6. Navigate to Configuration > Devices > Devices and reload all POS devices.
    Additional troubleshooting steps

    If your LAN printer still isn't printing, here are some additional steps you can try. After performing each step, check to see if the printer is able to print once again.

    1. Plug the printer directly into your router. If it is currently connected to some other network device, like a switch or wall port, this will help determine if that hardware is at fault.
    2. Resolve any other network issues you may be experiencing, such as a loss of internet.
    3. Turn your router off and on, and restart your iPad(s).

  • Bluetooth printer connection troubleshooting

    A Bluetooth printer may disconnect and become inactive if an Ethernet cable or other peripheral is plugged in to it. Unplug any unnecessary devices, and if the issue persists, re-pair the printer with the iPad.

    After performing each step, check to see if the printer is able to print once again.

    1. Unplug any cables from the printer other than those connecting it to power and/or a cash drawer.
    2. Unpair the printer from your iPad's settings, then try setting it up again.

  • Wi-Fi printer connection troubleshooting

    To print from your iPad to a Wi-Fi printer, both must be connected to the same network. A Wi-Fi printer can also become inactive if its IP address changes or an Ethernet cable or other peripheral is plugged in to it.

    1. If your printer uses a dongle for its connectivity, troubleshoot issues with this adapter according to its manufacturer's documentation. For example, you could start by checking if any lights on the dongle are blinking.
    2. Unplug any cables from the printer other than those connecting it to power and/or a cash drawer.
    3. On your iPad(s), open the Settings app and check the connected Wi-Fi network. If it's not the same Wi-Fi network the printer is connected to, switch to the correct network.

      The name of the connected Wi-Fi network highlighted on the Settings screen.

    4. Tap the info icon next to the network to view the iPad's IP address. Compare this with the printer's IP address from a self-test page.
      1. Different networks: If the first three IP address numbers differ (e.g., 192.168.0.xx and 192.268.3.xx), the printer and iPad are on different networks. Connect the iPad to the correct network or consult a network specialist.
      2. Same network: If the first three IP address numbers are identical (e.g., 10.1.10.xx and 10.1.10.xx), the printer and iPad are likely on the same network. Proceed to the next step to continue troubleshooting.

      Side by side: The iPad's IP address and printer's IP address, both started with 10.1.10.xx.

    5. In the Back Office, navigate to Configuration > Printing > Printers.
    6. Update the printer's IP Address, or enter its Hardware address instead (supported for select Epson, Star, and Bixolon printers). If you're not sure which to use, see our receipt printer setup article for more info.

      If using the IP address, set up a DHCP reservation on your network or assign a static IP to the printer. This ensures a constant IP address, which can help prevent future printing issues.   

      Editing a printer in the Back Office, the IP and Hardware Address fields highlighted

    7. Click Save.
    8. Navigate to Configuration > Devices > Devices and reload all POS devices.
    Additional troubleshooting steps

    If your Wi-Fi printer still isn't printing, here are some additional steps you can try. After performing each step, check to see if the printer is able to print once again.

    1. Connect the printer directly to your router. If it is currently connected to some other network device, like an extender, this will help determine if that hardware is at fault.
    2. Resolve any other network issues you may be experiencing, such as a loss of internet.
    3. Turn your router off and on, and restart your iPad(s).

  • USB printer connection troubleshooting

    When an inactive USB printer isn't printing, try using a different cable to connect the printer and iPad. Preferably, you should use one that is manufactured or certified by Apple. Turn the printer off and back on, then test it from your POS to see if it can print once again.

Issue: Wrong printer is printing

If your Back Office settings are mixed up, the wrong printer might receive the wrong print job. The steps to resolve this issue are a bit different for receipts as opposed to order tickets.

  • Receipt printing troubleshooting

    To get receipts printing on the right printer, make sure your printing profiles are assigned and configured correctly in the Back Office.

    1. Log in to the Back Office with your Lightspeed credentials.
    2. Edit each floor plan, POS configuration, and/or POS device to check that printing profiles are assigned according to your business needs.

      Printing profiles tell Lightspeed Restaurant where each receipt or ticket should print. At the POS, printing profiles are evaluated in this order:

      • Floor plan: Orders started at a table are sent to the printing profile assigned to that floor plan.
      • POS Device: If the floor plan does not have a printing profile, the order goes to the profile assigned to the POS device where it was started. This also applies if the order is not started at a table.
      • POS Configuration: If the POS device does not have a printing profile, the order goes to the profile of the POS configuration assigned to that device.
    3. From the navigation menu, select Configuration > Printing > Printing profiles.
    4. Click Edit next to each printing profile that was assigned in step 2.

      A few printing profiles with the 'Edit' button highlighted next to a profile called 'PP-Receipt'.

    5. Make sure the correct printers are selected for the profile. Make any changes, and click Save.

      The printing profile's settings with 'Selected printers' and 'Other printers' highlighted.

    6. Navigate to Configuration > Devices > Devices and reload all POS devices.
    7. At the POS, try printing a receipt again to confirm the issue is resolved.

  • Order ticket printing troubleshooting

    To get order tickets printing on the right printer, make sure your production centers and related print settings are configured correctly in the Back Office.

    1. Identify an item that printed to the wrong printer.
    2. Log in to the Back Office with your Lightspeed credentials.
    3. From the navigation menu, select Menu management > Items to access the items table.
    4. Search for the item from step 1, then click its name to edit it.

      An item called 'Mushroom Swiss Burger' is highlighted in the items library.

    5. Take note of the item's Accounting group, then click Manage accounting group.

      The 'Food' accounting group and 'Manage' button highlighted for the Mushroom Swiss Burger.

    6. Click Edit next to the accounting group from the previous step.
    7. Make sure the correct production centers are attached to that accounting group. If you need to make changes, do so and click Save.

      Production centers contain settings that control how order tickets print. Each production center has a printing profile attached to it that tells Lightspeed Restaurant where to print tickets.

      The 'Kitchen' and 'Drinks' production centers selected for the 'Food' accounting group.

    8. Visit these other areas of the Back Office and take the noted action to ensure the production center is properly configured:
      • Configuration > Configurations: Edit each POS configuration, go to the Printing tab, and make sure the production center is enabled for printing. 
      • Configuration > Printing > Production centers: Edit the production center and make sure it is linked to the correct printing profile. If you make changes, be sure to save.
      • Configuration > Printing > Printing profiles: Edit the printing profile and make sure the correct printers are selected for it. If you make changes, be sure to save.
    9. Navigate to Configuration > Devices > Devices and reload all POS devices.
    10. At the POS, try printing again to confirm you've resolved the issue.

Issue: Information or menu items are missing or incorrect

Receipts, order tickets, and the items that print on tickets can all be updated from the Back Office to suit your business needs. 

  • Receipt and ticket details: Adjust what information is shown on receipts and order tickets in your POS configurations. For example, you can hide the pre-tax total on receipts or add dividers between items on tickets. 
  • Receipt templates: Customizable receipt templates allow you to edit more receipt details like the header, footer, and logo.
  • Business name and address: To update the business name and address on receipts (and your account), visit your business settings.
  • Order ticket items: Items print on order tickets based on their accounting group and the production center assigned to that group. To change the items that print: move items in and out of accounting groups, or reassign their production centers.

Issue: Printouts are blank, formatted wrong, or low quality

If you're having print issues with your receipts and order tickets, troubleshooting will depend on what type of printer you're using.

  • Thermal printer: Confirm there is thermal paper loaded in the printer by scratching each side of it with a fingernail. If you see black marks, flip the roll over to install it in the opposite orientation. No black marks means the paper is a normal roll. Load a thermal paper roll to resolve the issue.
  • Impact printer: Ensure your ink ribbon is installed properly, or try loading a new one.
  • Star SP700: The self-test page of your Star SP700 printer must show DIP switches 2, 4, and 8 turned off and all others turned on. If that's not the case, follow the additional steps below to set the DIP switches.

    • Set your SP700 printer's DIP switches so that it can print properly with Lightspeed Restaurant.

      1. Turn off and unplug the printer.
      2. Flip the printer upside down.
      3. Unscrew the bottom panel.
      4. Turn off switches 2, 4, and 8 by pushing them down.

Issue: Printer lights show an error

If your printer's lights are blinking, an Error light is illuminated, or the lights are behaving unusually, it may signal an issue. Check below for details on the status lights of select printers, or locate your model's manual for more information.

Star printer light codes

  • Star TSP100/TSP143 lights

    The Star TSP100 has two lights, Ready and Error, that indicate its status. The table below explains most common light patterns and how to troubleshoot them. If your error light pattern is not listed, check out the Star troubleshooting guide for more information.

    Ready light (Blue or green) Error light (Red) Meaning Troubleshooting steps
    On Off The printer is on and operating normally. N/A
    On On The top cover of the paper tray is open. Close and latch the top cover of the printer.
    On Blinking The printer is out of paper, or there's a paper jam.
    • Our of paper: Replace the paper roll in the printer.
    • Paper jam: Turn the power off, clear the jammed paper, then power back on. If the issue persists, you can try to clean the paper roller on the lid using isopropyl alcohol and a lint-free cloth.
    Blinking On The front cover of the paper tray is open. Close and latch the front cover of the printer.
    Blinking Blinking There's an issue with the power supply or power unit. Turn the printer's power off and on, or plug it into a different power outlet. If the issue persists after both of these steps, contact the manufacturer.
    Blinking Off The printer is overheated. When the printhead has cooled to within its normal range, printing will resume automatically.
    Off Blinking There's an issue with the paper cutter. Turn the power off and clear any jammed paper. If the issue persists, contact the manufacturer.

  • Star SP700 lights

    The Star SP700 has two lights, Power and Error, that indicate its status. The table below explains most common light patterns and how to troubleshoot them. If your error light pattern is not listed, check out the Star troubleshooting guide for more information.

    Ready light (Green)

    Error light (Red)

    		 Meaning Troubleshooting steps
    On Off The printer is on and operating normally. None
    On On The top cover of the paper tray is open. Close and latch the top cover of the printer.
    On Blinking (1-second intervals) The printer is out of paper. Replace the paper roll in the printer.
    On Blinking (0.25-second intervals) There's a paper jam. Turn the power off, clear the jammed paper, then power back on. If the issue persists, you can try to clean the paper roller on the lid using isopropyl alcohol and a lint-free cloth.
    Blinking On The front cover of the paper tray is open. Close and latch the front cover of the printer.
    Blinking (2-second intervals) Blinking (2-second intervals) The printer's Ethernet cable has been unplugged. Reconnect the Ethernet cable between your printer and router, or plug it into a different port on the router.
    Blinking Off The printer is overheated. When the printer has cooled to within its normal range, printing will resume automatically. If the issue persists, contact the manufacturer.

  • Star mC-Print3 lights

    The Star mC-Print3 has three lights: power, Bluetooth, and network. Each tells you different information about the printer's status depending on its color and whether it is lit, blinking, or off.

    Power light

    The Star mC-Print3's power light turns on and blinks blue, red, or purple according to its power, warning, or error status.

    Power light color Blink pattern Meaning Troubleshooting steps
    Blue Solid The printer is on and operating normally. None
    Blue
    • Blinking once every two seconds
    • Blinking twice every two seconds
    		 The printer is overheated. When the printer has cooled to within its normal range, printing will resume automatically. If the issue persists, contact the manufacturer.
    Blue and red Solid blue light, blinking red once every 2 seconds The printer is almost out of paper. Replace the paper roll in the printer.
    Red Solid The printer cover is open. Set the paper roll in place and close the printer cover.
    Purple Blinking rapidly There's an issue with the paper cutter. Turn the power off and clear any jammed paper. If the issue persists, contact the manufacturer.
    Purple Blinking once every two seconds There's an issue with the power supply or power unit. Turn the printer's power off and on, or plug it into a different power outlet. If the issue persists after both of these steps, contact the manufacturer.
    Purple Blinking twice every two seconds There is an issue with the printhead's temperature sensor. Turn the printer's power off and on. If the issue persists, contact the manufacturer.
    Bluetooth light

    The Star mC-Print3's Bluetooth light is blue and indicates the printer's Bluetooth connection status.

    Blink pattern (Blue)

    		 Meaning Troubleshooting steps
    Solid The printer is properly connected via Bluetooth. None
    Off The printer is not connected via Bluetooth. Connect or re-establish the printer's Bluetooth connection with your iPad.

    Network light

    The Star mC-Print3's network light is green and indicates the printer's network connection status.

    Blink pattern (Green)

    		 Meaning Troubleshooting steps
    Solid The printer is properly connected to the network. None
    Blinking rapidly The printer could not obtain an IP address. Reconnect the Ethernet cable between your printer and router, or plug it into a different port on the router.
    Off The printer is not connected to the network. If the printer is using a dynamic IP address, make sure the DHCP server is working correctly. Otherwise, set a static IP address on the printer.

Epson printer light codes

  • Epson TM-m30 series lights

    The Epson TM-m30 series printers have three lights on their LED display: power, error, and paper. Each light indicates status or error information.

    The table below explains most common light patterns and how to troubleshoot them. If your light pattern is not listed below, check out the Epson TM-m30 setup guide for more information.

    Power light (Blue)

    Error light (Red)

    Paper light (Orange)

    		 Meaning Troubleshooting steps
    Solid Solid Off The paper cover is open Set the paper roll in place and close the printer cover.
    Solid Solid Blinking The printer is waiting to print a test sheet. The error will recover automatically once the printer starts printing the test sheet.
    Solid Solid Solid The printer is out of paper. Replace the paper roll in the printer.
    Blinking Off Off The printer is updating its firmware. The error will recover automatically once the printer finishes updating its firmware.
    Solid Blinking Off The printer detected an unrecoverable error. Turn the printer's power off and on. If the issue persists, contact the manufacturer.

  • Epson TM-U220B lights

    The Epson TM-U220B printer has three lights: power, error, and paper. Each light indicates status or error information. The power light generally remains lit unless the printer is turned off.

    The table below explains most common light patterns and how to troubleshoot them. If your error light pattern is not listed below, check your printer's manual for more information.

    Error light (Red) Paper light (Orange) Meaning Troubleshooting steps
    Blinking Off Depending on the printer's memory switch settings, this can mean:
    • The paper cover is open, or
    • The printer is overheated
    		 Set the paper roll in place and close the printer cover.
    Solid Solid The printer is out of paper. Replace the paper roll in the printer.
    Blinking once every few seconds Off There's an issue with the paper cutter. Turn the power off and clear any jammed paper. If the issue persists, contact the manufacturer.

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