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Troubleshooting an Epson T88 series receipt printer

You can use this guide to troubleshoot common issues with an Epson T88 series receipt printer. Fixing printer issues quickly can ensure customers receive their receipts and keep your checkout process running smoothly. Make sure to complete Step 1: General troubleshooting for the Epson T88 series receipt printer before you select the specific issue that you're experiencing.

If the troubleshooting steps don't resolve the issue, then you can contact Shopify Support.

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Step 1: General troubleshooting for your Epson T88 series receipt printer

Complete the following general troubleshooting steps for your Epson T88 series receipt printer:

  • Make sure Shopify POS is up to date.

  • Make sure that your device is up to date:

    • To update your iOS device, go to your device's settings, and then tap General > Software Update. If there's an update available, then you can tap Update now.
    • To update your Android device, go to your device's settings, and then tap Software update. If there's an update available, then follow the on-screen instructions to install it.

  • If you're using an iOS device, then navigate to the device's settings, and then make sure the Allow cross website tracking permission is turned on.

Step 2: Select your Epson T88 series receipt printer issue

Select the issue that your Epson T88 series receipt printer is experiencing and follow the troubleshooting steps.

Troubleshoot a solid ERROR LED light

If the ERROR LED is a solid light, then the paper in the printer is low. Open the printer, replace the paper, and close the lid. The ERROR LED should turn off.

Make sure you insert the receipt paper correctly:

Receipt paper correctly feeding paper from the bottom and incorrectly feeding paper from the top.

Troubleshoot flashing LEDs

If the LEDs flash, then search for the Epson Technical Reference Guides for your model of Epson printer. You can find the printer model on the Epson sticker on the side of your printer.

Troubleshoot paper jams

If you feed the paper into the receipt printer at an angle, then a paper jam might happen. If this happens, then turn off the printer, open it up, and feed the paper in again.

Make sure you insert the receipt paper correctly:

Receipt paper correctly feeding paper from the bottom and incorrectly feeding paper from the top.

If you're trying to make your receipt narrower than the specified 3 inch width, then make sure that you use the divider provided. Don't fold the paper when you feed it into the printer.

Troubleshoot printing issues

Epson T88 series receipt printers support both 58mm and 80mm receipt paper size. Shopify POS only supports 80mm receipt paper size. To configure your printer to print 80mm paper, remove the guards for the 58mm paper.

Steps:

  1. Turn off the printer.
  2. Open the roll paper cover.
  3. Install the roll paper guides by aligning the triangle marks.

Installing the roll paper guides by aligning the triangle marks

If the printing issue isn't resolved, then it might be a software configuration issue that requires you to update your printer's software. On your device, navigate to the Epson Utility app, and then tap Change Printer Settings > Various Settings > Printing Control. In the Paper width - Number of columns section make sure that it's set to 80mm - 48 columns.

Troubleshooting RED activated printers

RED (Radio Equipment Directive) activated printers don't work currently. To resolve this issue, you need to turn off Secure Printing to allow successful pairing and functionality of your device.

Secure Printing is activated by default on all products that are in scope of RED. You can confirm the current setting and change the Secure Printing setting using any of the following model utilities that are compatible with RED:

  • TM (Thermal Monitor) Utility
  • Web Config
  • EpsonNet Config (Web version)

Factory reset your Epson T88 series receipt printer

A factory reset can help resolve connection issues with your Epson T88 series receipt printer.

Steps:

  1. Turn off the printer by pressing the power key on the front of the printer.
  2. Locate the SW reset button on the bottom of the printer next to the Ethernet plug.
  3. Use a ballpoint pen to hold the SW reset button down for 5 seconds.
  4. Keep holding the SW reset button when you turn the printer back on.
  5. A paper prints that says “Resetting to Factory Default”.
  6. Release the SW reset button. This completes the factory reset.

Contact Shopify Support

If your receipt printer still isn't working after following the general troubleshooting and the specific issue troubleshooting guides, then you can contact Shopify Support.

From Shopify POS, tap Horizontal menu > Support > Contact support.