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Troubleshooting the Star Micronics TSP143IVUE Receipt Printer

Use this guide to troubleshoot common issues with the Star Micronics TSP143IVUE Receipt Printer. Complete Step 1: General troubleshooting for the Star Micronics TSP143IVUE 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 Star Micronics TSP143IVUE Receipt Printer

Complete the following troubleshooting steps for the Star Micronics TSP143IVUE Receipt Printer:

  • Verify you meet the requirements to use the Star Micronics Star Micronics TSP143IVUE 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.

  • Restart your printer by turning it off, unplugging it and then plugging it back in.

  • Restart your POS device.

Step 2: Select the Star Micronics TSP143IVUE Receipt Printer issue

Select the Star Micronics TSP143IVUE Receipt Printer issue 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.

Troubleshoot connection issues

If you have issues connecting your printer to your local network using a LAN cable, then follow the steps to factory reset your printer.

If you have issues connecting your printer using a MCW10 Dongle (wireless connection), then follow the steps to return the MCW10 Dongle to its factory settings:

Steps:

  1. Turn on the power to the Wireless LAN Unit.
  2. Press and hold the Reset switch for 5 seconds or longer. The POWER LED flashes, and the other LEDs turn off.
  3. When the POWER LED flashes, release the Reset switch to begin initialization.
  4. When initialization is complete, the Wireless LAN Unit automatically restarts and the LEDs return to the normal status display.
Troubleshoot LED lights flashing

If the LED lights on your printer are flashing, then review Star Micronics documentation on LED Display for troubleshooting steps.

Troubleshoot the printer cover not opening

If the printer cover doesn't open even when you press the open lever, then it's likely there's a paper jam that's locked the cutter. To open the cover, you'll need to release the lock by turning off the power and then turning the power back on, which automatically releases the lock.

If the lock isn't released after turning the power off and on, then you'll need to manually release the lock.

Steps:

  1. Turn the printer off.
  2. Remove the front cover (a).
    Remove the printer's front cover
  3. Remove the paper that's jammed inside the front cover.
  4. Rotate the cutter knob (b) and move it until the movable part (c) is positioned in the home position (d).
    Rotate the printer's cutter knob
  5. Remove the paper that's jammed inside of the printer.
  6. Insert paper inside the printer.
  7. Attach the front cover.
    Rotate the printer's cutter knob
  8. Turn the printer on.

Factory reset the Star Micronics TSP143IVUE Receipt Printer

The printer communication settings can be returned to their factory settings to troubleshoot common issues.

Steps:

  1. Turn the printer on by pressing the power button on the back of the printer.
  2. Open the printer cover.
  3. Press the FEED button until the blue Power LED begins flashing , and then release it.
  4. Press the FEED button again until the blue Power LED and red Error LED begin flashing simultaneously, and then release them.
  5. Close the printer cover.

The printer's communication settings initialize. When initialization completes, the printer is reset and the LED returns to status display. The printer communication settings also printed out. Remove the printed paper.

Contact Shopify Support about your Star Micronics TSP143IVUE Receipt Printer

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

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