Troubleshooting the Star Micronics mPOP printer and cash drawer

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

If your Star Micronics mPOP doesn't connect or frequently disconnects, then reset the mPOP's bluetooth settings.

Steps:

1. Turn the Star Micronics mPOP off using the switch on the side.
2. Press and hold the Bluetooth reset button (1) located on the bottom surface of the Star Micronics mPOP, and turn on the power switch (2) located on the side of the mPOP. Keep pressing the Bluetooth reset button without releasing it.
   

   

3. When the initialization operation starts, the Power LED and the Error LED located on the top surface of the Star Micronics mPOP blink. When blinking starts, release the Bluetooth reset button.
4. When the initialization operation finishes, the LEDs stop blinking, and only the Power LED remains lit. Turn the Star Micronics mPOP off again using the switch on the side.
5. Remove the Star Micronics mPOP from your device:
   • For iOS devices, open Settings > Bluetooth, and then tap the i icon where the Star Micronics mPOP appears. Then tap Forget this device.

If your Star Micronics mPOP continues to experience connection issues, then make sure Auto-connection is turned on.

Make sure the barcode scanner is connected to the Star Micronics mPOP and that the Star Micronics mPOP is powered on. The barcode scanner only needs to be plugged into the Star Micronics mPOP and doesn't need to be connected to Shopify POS.

The USB barcode scanner scans only compatible 1D barcode types.

If the Star Micronics mPOP cash drawer doesn't open, then troubleshoot with the following steps:

• Confirm that paper is loaded in the receipt printer. If the receipt printer is out of paper, then cash drawer functions won't operate.
• Ensure that the total weight on the Star Micronics mPOP doesn't exceed 8kg (17.6 lbs).

Test the Star Micronics mPOP cash drawer

You can test opening the cash drawer to determine whether something is blocking it.

Steps:

1. From the Shopify POS app, tap > Connectivity.
2. Select the mPOP, and then tap Test cash drawer.
3. After you hear the drawer click open, gently pull on the drawer. If it resists, then there might be something stuck inside.

Manually open the Star Micronics mPOP cash drawer

If you can't open the cash drawer automatically, then you can open the cash drawer manually using either of the following methods:

• Open the receipt printer, then press and hold the red button for one second.
• Locate the lock lever on the bottom of the Star Micronics mPOP, then press the lock lever.

If the Star Micronics mPOP cash drawer doesn't close, then hold the cash drawer in firmly and test the cash drawer.

Steps:

1. From the Shopify POS app, tap > Connectivity.
2. Select the mPOP, and then tap Test cash drawer.

If you're having issues printing receipts, then make sure your receipt paper is loaded correctly.

Paper jams

If you can hear the printer operating, but the paper isn't being ejected, then there might be a paper jam. You can open the printer to remove the paper jam.

Steps:

1. Push the front of the printer to unlock it, and then pull out the printer.
   

   

2. To open the printer cover, pull the cover opening lever forward.
   

   

3. Remove all of the jammed paper, including fragments.
4. Reload the receipt paper.

Review the following tips to prevent paper jams:

• When loading the paper, pull the edge of the paper out in a straight line.
• Avoid touching the paper during printing, while the paper is being ejected, or before the paper is cut.

If your logo is in grayscale, then the Star Micronics mPOP might print a faded color. For a clearer print, you can edit your logo to black and white using a photo editor. Then you can upload the edited logo to the Point of sale channel in your Shopify admin.

If the Star Micronics mPOP LED lights flash, then refer to Star Micronic's LED Display documentation to identify the issue.