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.

• See if the printer's lights are behaving unusually.
• Turn the printer off and back on, then try printing again.
• Print a self-test page to get the printer's IP address, MAC address, and diagnostics.
• Ensure printers, printing profiles, production centers, and related settings are configured properly in the Back Office.
• Reload each POS device from the control center in the Settings menu or from the Back Office.
• Check for network or internet issues, and make sure your network meets our requirements.
• Ensure that any third-party settings that interrupt connectivity, such as Secure Printing, have been disabled.
• Outside of business hours, update all POS devices to the latest version of the Lightspeed Restaurant POS (K) app.

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.

• Star and Seiko printers: Self-test page

  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.

• Epson printers: Self-test page

  1. Power on the printer.
  2. Use a paper clip or similar object to hold the Reset or SW button on the back of the printer.
  3. Wait for the device to start printing, then release the 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.

These steps also apply if:

• Test prints work, but live orders do not print.
• Printing fails from one specific POS device.
• Orders or receipts no longer print automatically.

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.

   

Issue: Printer's IP address is missing or invalid

An IP address of None, 0.0.0.0, or 192.168.192.168 on a printer’s self-test page means your printer is not connected to your network or could not obtain an IP address.

To resolve this issue, first follow the steps below for the type of printer you have (LAN / Ethernet or Wi-Fi). If you're using an Epson printer and the issue persists, you may need to enable the printer's DHCP mode.

Enabling DHCP on Epson printers

Some Epson printers are configured with a default static IP address of 192.168.192.168. For the printer to automatically obtain an IP address from your router, allowing it to communicate with other devices on your network, you need to enable the printer's DHCP mode.

1. Locate an iOS device that's connected to the same network as the printer.
2. Launch the Settings app and tap Wi-Fi.
3. Tap the information icon ⓘ beside the connected network to open the network settings.
4. Tap Configure IP and select Manual.

5. Set the Manual IP parameters as described below, then tap Save.

   • IP Address: 192.168.192.167
   • Subnet Mask: 255.255.255.0

   Your iOS device is now configured to communicate with your printer. This is required so that you can configure your printer's IP address from the iOS device.

6. Open the Safari app and enter 192.168.192.168 into the address bar to visit the printer's login page.
7. Enter the printer's username and password to log in.
   • Username: epson
   • Password: epson or the printer's serial number (located on a sticker attached to the printer)
8. From the left-hand menu, navigate to the TCP/IP settings category to configure IP settings.
9. Change the Get IP address or Acquiring the IP address field to Auto.
10. Tap Submit, then Reset or Reboot on the confirmation page.
11. Print a self-test page to confirm TCP/IP Status is now Auto and the printer has an IP address other than 192.168.192.168.
12. Restore your iOS device by going to Settings > Wi-Fi, tapping the information icon for your network, and setting Configure IP to Automatic.

When setting up a printer in the Back Office, we recommend entering its MAC address (supported for most Star and Epson printers) or using the IP address and setting up a DHCP reservation. Either method will help ensure a more reliable connection between the printer and POS devices.

Issue: Wrong printer is printing

If your Back Office settings are mixed up, the wrong printer might receive the wrong print job. This could mean orders printing at the wrong station (for example, the kitchen instead of the bar), duplicate tickets, or orders printing to multiple printers.

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 Hardware > Printing profiles.

  4. Click Edit next to each printing profile that was assigned in step 2.

     

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

     

  6. From the navigation menu, select POS > 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 > Item list to access the items table.

  4. Search for the item from step 1, then click its name to edit it.

     

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

     

  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.

     

  8. Visit these other areas of the Back Office and take the noted action to ensure the production center is properly configured:
     • POS > Configurations: Edit each POS configuration, go to the Printing tab, and make sure the production center is enabled for printing. 
     • Hardware > 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.
     • Hardware > 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. From the navigation menu, select POS > 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.

It's normal for receipts and order tickets to look slightly different across printer models. For example, each model comes with its own built-in fonts, which vary by manufacturer and cannot be changed.

Issue: Printer stopped working after a power outage, reboot, or network change

A power outage, reboot, or network update can cause your router to assign a new IP address to your printer, severing its connection to your POS. Follow the steps below to restore communication by updating your printer settings in the Back Office.

1. Power the printer off, wait 30 seconds, and turn it back on.
2. Check the printer's lights for an error, and proceed accordingly.
3. If your printer is LAN / Ethernet or Wi-Fi, follow steps 3a to 3g.
   1. Print a self-test page.
   2. Log in to the Back Office with your Lightspeed Restaurant credentials.
   3. In the Back Office, navigate to Hardware > Printers.
   4. Click the printer name to edit the printer.

   5. Enter the MAC Address from the self-test page into the Hardware address field.

      If there is no Hardware address field for your printer, enter the IP address in the IP Address field instead. You'll then need to set up a DHCP reservation to ensure the IP address doesn't change again in the future.

   6. Click Save to update the printer.
   7. Reload all of your POS devices.

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.	Out 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.