Troubleshooting the Countertop Receipt Printer Model 310

We're sorry you are having trouble with your countertop receipt printer.  Let's walk through each of these procedures to troubleshoot the source of the problem:

Step 1:  Check the Basics First

Step 2:  Advanced Troubleshooting -  Perform a Hex Dump

Step 3:  Resetting the Countertop Receipt Printer

Step 1:  Check the Basics First

Follow the instructions for whether your countertop receipt printer is set up with a wired or wireless connection.

Wired Connection

1. Check to see if the paper is loaded correctly.

2. Check to see if you can turn the printer on.

• If you can't turn it on, check to ensure all the power connections are secure.

• If you can turn it on, continue with step 3.

3. Ensure the Ethernet cord is correctly plugged in to your router and the printer.

4. Check the Ethernet lights on the back of the printer and the router are on.

• If the lights aren't on, this means you do not have a solid connection to the router.

• If the lights are on, continue with Advanced Troubleshooting -- Performing a Hex Dump.

Wireless Connection

1. Check to see if the paper is loaded correctly.

2. Check to see if you can turn the printer on.

• If you can't turn it on, check to ensure all the power connections are secure.

• If you can turn it on, continue with step 3.

3. Check the wireless adapter and make sure it is plugged in to the printer correctly.

• If necessary, secure the connection.
• If the connections are OK, continue with Advanced Troubleshooting - Performing a Hex Dump.

If you are still having issues printing, let's move on to performing a hex dump.

Step 2:  Advanced Troubleshooting - Performing a Hex Dump

If you have completed the basic troubleshooting, and you still cannot print receipts, use this procedure to perform a hex dump for the printer.  This is a little more complicated than the basic troubleshooting, so please call Customer Care if you want guided assistance on completing this process.

We need to compare your printer's IP address to the IP address on your iOS device to make sure they match.  To do this:

1. Turn the printer off.

2. Press and hold the FEED button while turning the printer back on.

3. Wait for the printer to print a printer status receipt (also known as hex dump) .

4. Look for the line that begins with IP ADDR:

• Hard-wired printers:  look for the ETHERNET SETTING section.

• Wireless printers:  look for the Wi-Fi SETTING section

5. Log in to the POS app.

6. Go to the Home screen.

7. Tap Settings > Configure printers.  Your printer's IP address will be printed under your printer's name.

8. Check to see if the numbers match.  If they match, continue with step 9; otherwise, skip to step 10.

9. Tap  for the printer and then tap Print test receipt.  Did it print?

• Yes?  You are all done!

• No?  Reset the printer using the instructions below.

10. Tap Find new printer, choose your printer's connection method (wired or wireless).  When the system prompts you for the IP address, enter the address from the printer status receipt you previously printed.

Step 3:  Resetting the Countertop Receipt Printer

1. Make sure the receipt printer is turned on.

2. Open the receipt printer lid.  Pull an inch of the paper over the top of the receipt printer’s roller to extend beyond the cutting edge.

3. The receipt printer will start to beep slowly.

4. Press and hold the FEED button for 5 seconds.

5. When you hear a continuous beep, release the FEED button.

6. When you hear a rapid beep, close the lid.

7. Connect your POS app device to the printer's network.

If you are still having issues printing, please call Customer Care.