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Troubleshooting the Epson TM-m30II receipt printer

You can use this guide to troubleshoot common issues with the Epson TM-m30II 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 TM-m30II 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 the Epson TM-m30II receipt printer

Complete the following general troubleshooting steps for the Epson TM-m30II 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 the Epson TM-m30II receipt printer issue

Select the issue that your Epson TM-m30II receipt printer is experiencing and follow the troubleshooting steps.

Troubleshoot Shopify POS Hub connection issues

If your POS hardware doesn't connect through the Shopify POS Hub, then complete the Shopify POS Hub troubleshooting steps.

Troubleshooting Wi-Fi connection issues

If you're using an Android device and your Epson TM-m30II printer isn't connecting to Wi-Fi, then reset the Wi-Fi settings:

Steps:

Reset your printers Wi-Fi settings
  1. Open the roll paper cover.
  2. Press and hold the paper feed button until the roll paper LED flashes.
  3. Pull out some roll paper, and close the roll paper cover. The Next Action sheet prints.
  4. Select SimpleAP.
  5. Briefly press the Feed button five times, and then hold down the button for at least one second. This starts SimpleAP mode, and a QR code prints.
  6. Scan the QR code with your device.
  7. Open your device's Wi-Fi settings, and select the printer to join the printer's network.
    WebConfig starts automatically.

If WebConfig doesn't start automatically, then continue troubleshooting with the steps in the Troubleshoot WebConfig not starting automatically section.

Troubleshoot WebConfig not starting automatically
  1. Scan the second printed QR code, and then select Wi-Fi.
  2. Enter the printer's serial number as the password. The serial number displays on the SimpleAP Start sheet. If a label with a lock symbol and a QR code appears on the printer, then enter the numbers next to the lock symbol and QR code.
  3. Click Ok to display the list of SSIDs.
  4. Select the SSID of the network you want to connect to, and then click Ok.
  5. Enter the network password, and then click Ok.

A network status sheet prints. If the connection to the network is successful, then "PASS" prints in the "Check Network Connection" field.

If the connection to the network fails, then "FAIL" prints in the "Check Network Connection" field. You can restart the connection by pressing the Feed button for one second and then releasing it. The "SimpleAP" mode starts and the QR code prints. Scan the QR code and reconfigure the setting.

If the printer still fails to connect to Wi-Fi, then confirm that the network of your device and printer match, and if the network password is correct. Then reset your Wi-Fi router by unplugging it and plugging it back in.

Contact your internet service provider if Wi-Fi issues persist.

Troubleshooting bluetooth connection issues

If you're using an iOS or Android device and your Epson TM-m30II printer isn't connecting to Bluetooth, then perform a Bluetooth reset on your device.

iOS

Steps:

  1. Open your iOS device settings.
  2. Select Bluetooth.
  3. Next to the printer, select the i icon, then select Forget This Device.
  4. Turn Bluetooth off.
  5. Turn off the iOS device for 2–3 minutes.
  6. Turn on your iOS device and reconnect your hardware.
Android
  1. Open your Android device settings.
  2. Select Bluetooth.
  3. Turn Bluetooth off to disconnect your hardware.
  4. Turn off your Android device for 2–3 minutes, and then turn it back on.
  5. Turn Bluetooth on, and then connect your hardware.

The Epson TM-m30II receipt printer can only connect to one device at a time. Make sure you unpair the printer from the first device, before you pair it to a new device.

Troubleshoot the ERROR indicator blinking red

If the ERROR indicator light blinks red, then there's no paper present in the printer. Open the printer, replace the paper, and close the lid. The ERROR indicator should stop blinking and the READY indicator should light up.

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 refer to page 19 of Epson's Technical Reference Guide to troubleshoot the issue.

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

The Epson TM-m30II supports both 58mm, and 80mm receipt paper size, but Shopify POS only supports 80mm. Make sure you configure your printer to print 80mm, by removing the guards for the 58mm paper from the printer.

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 and you need to update your printer's software. On your device, navigate to the Epson Utility app and tap Change Printer Settings > Various Settings > Printing Control. In the Paper width - Number of columns section make sure 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 the Epson TM-m30II receipt printer

A factory reset can help resolve bluetooth connection issues.

Steps:

  1. Turn off the printer by pressing the power key on the top of the printer.
  2. Locate the SW reset button on the bottom of the printer next to the ethernet plug.
  3. Use a ball point 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 about your Epson TM-m30II receipt printer

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

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